Carlton Pools Incorporated

PLEASE BE ADVISED THAT I HAVE SPOKEN TO *** AS OF THIS DATE AND ALL IS RESOLVED.I AM SENDING *** A GIFT CERTIFICATE TO OUR STORE FQR HIS ISSUE THAT HAS BEEN RESOLVEDALSO I GAVE HIM OUR APPOLOGIE FOR A
LACK OF SERVICE FROM SOME OF OUR EMPLOYEES.I HOPE THIS
WILL BE CLOSED AT THIS POINT.THANK YOU,

Carlton Pools has shown neglect in responding to re plastering my in ground swimming pool for the third timeMy pool was re plastered last spring after a large stain that they could not get out from original plastering July My Pool was re plastered second time in May the plaster started to crack over the summer of A Carlton representative was out and agreed that the plaster job was faulty and needed to be redone and a crack in tile work was also to be addressedCarlton told me in via email response and phone that they would put my on for first thing in spring of Here we are in late May they have not repaired pool and have given me excuse after excuse and are No longer responding to emailsI have gotten an attorney and will file suit in next step if this issue is not resolved asap

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will forward the water bill to Carlton Pools. 
Regards,
[redacted]

Carlton Pools has informed this customer that there is NO WARRENTTEE on decking.in writing (see contract agreement) Our whole industry does not warrantee concrete decking.
Joe,

Hello [redacted],
I received your complaint today,  and have reviewed our service records and also discovered  that a service technician has been scheduled for today  and should be at that their residence  late this morning .  Also in reviewing our service records ...

we indicate one service call  only for a heater  problem  which was  on  August 11  2014.  It was indicated at this time and Mrs. Diggins  is aware that  there may be a gas service issue  which will prevent they heater from  firing.  And I was made  aware that when other gas appliances  in the home are being used  a sufficient amount of gas pressure to the pool heater  is not available and will cause the heater not to fire . This may require the homeowner to request  a larger  gas meter  be installed  to correct this problem.   Our service technician will measure the gas pressure  on this visit  and if the  homeowner is home  at the time  the technician will  ask  the homeowner  to use some of the  gas appliances  in the home  and will measure the gas pressure at the pool heater  to verify  that this may be their problem.
 Additionally,  should this not be the corrective  measures needed  we will notify  the manufacture  of the heater  to send  a factory  service technician  to their home  to correct the problem  or replace the unit . 
Bob O[redacted]
Director of Operations
###-###-####

The $150.00 dollars gift card is waiting for **. [redacted] at our Carlton Pools [redacted] Store.He needs to go to the store to sign for it and pick it up. He may use it for all Carlton in store items.Thank You,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This is not a matter of warranty.  This is a matter regarding damage to my property which happens to be the pool decking itself.  Carlton has not returned my phone call to discuss this matter.  Carlton also has not been to our house to assess the stain damage.  Carlton is speculating that it is iron oxidation, but this does not appear to be at all related to iron oxidation.  We sought other professional opinions and those professionals believe that it is chemical staining which occurred during the pool closing process because it was performed incorrectly.  How can Carlton say what they think it is if they have not be out to look at it?  Carlton states that pool deck staining is not unheard of, but I believe that if this type of staining occurred all the time, people would not be using Carlton for their pool closing/opening services;  Carlton has completely ruined the appearance of the pool deck.  We find it unacceptable that all Carlton has to offer is a website link to a restoration company - if restoration is required then Carlton should be paying for it.  Carlton should be coming out to our house to look at the problem before passing it off as normal.  
Attached are some photographs of the damage.  This damage goes around the entire pool deck.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Although Carlton Pools did fix the [redacted]  problem today and did schedule to fix the leak on Friday, they dismantled my electric box at the pool site and drove off leaving it in that condition.  It was completely unnecessary for them to touch the inside of the electric box and I have no power at the pool whatsoever!
Regards,
[redacted]

[redacted] Revdex.com letter
 
Complaint #[redacted]
 
 
I admit my dates
where not correct.
Allow me to set the
record straight.
Carlton crew arrived
on 5/1/2014 to do a spring opening (cover removal by owner)
Our charge to
assemble all equipment and make ready for summer use is about $325.00.
This does not include
adding of chemicals. As prescribed in our service mailer as well as on line.
However our crew did
put Pool Magnet into the pool. The label will say not to add additional
chemicals for 24 hours.
We did leave
poolside, Chlorine and Algaecide, as well as a 24 pound box of D.E. All of
these materials have weather protected wrappers. The card board box of course
will be exposed to the weather.
If this was a concern and the home owner was home as stated,
securing these products would be a simple task.
We did not agree that our people remove the wrench however
we did send another along with a gift card to one of our stores  as a customer relations attempt.
Carlton Pool Service will spring assembly nearly 1400 pools
in 10 weeks. It is a difficult task and we regret that sometimes thing can get
over looked.
We believe we did the right thing in this case.
I am hopeful the [redacted]’s will reconsider and trust that we
do work hard to keep their business.
 
Respectfully,
 
[redacted]
Director of Operations

Dear [redacted],I am a little surprised at receiving this complaint as we were at [redacted]'s house on Thursday and did not receive any contact from this customer until Monday, May 5, 2004, at 8:30 at night. ( not able to see this until Tuesday...

morning).  On Tuesday we secured the part in question from our vendor  and mailed it to [redacted] along with a gift certificate for our store for his inconvenience and our apologies. I would expect that [redacted] should receive this package today. I'm not sure, seems like pretty good turnaround and don't know how we could of done better.Thanks [redacted]

Carlton has a great salesman, who knows what he's talking about and promises everything you want with your pool and patio. Unfortunately, after handing over a $2000 deposit (which was very quickly cashed), you never see him again.
As far as service goes, there is none. Any phone calls/messages that were made were unanswered or we were given excuses as to why they didn't do what they said they would. The pool technicians that eventually came to our house never had the right equipment and ended up using our tools. In both instances when techs were finally sent out, they had no idea what they were doing, and my husband finished the job - going out and buying the parts they said they would provide and doing it himself.
I recommend you read all the negative reviews online. They are all true! I wish I had thought to do this before hiring this company. This company does not care about their customers and they do not care enough about their products and services to train reliable technicians. They also don't care enough about their business to return phone calls made by irate customers.
Please, take your business elsewhere!

[redacted],
After further review and consulting with our technician it has been determined that a reading of one point a inches of gas pressure was detected at our service call on Monday. This heater requires a minimum of 4.8 inches of gas pressure to fire and operate properly. The guest service line from the customers meter to our heater is 2 inches in size and will support well above the operating pressure required. [redacted] has been contacted to come out and measure the guest service coming to the meter and their regulator to verify that there is an ample supply of gas available for our heater. We will update this response once we hear from [redacted].
Thank you
Bob O[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This was the 3rd service call as the heater did not work upon installation (it was discovered during the indoctrination and they had to return to repair it a few days later). I placed a service call midseason and the tech simply said sometimes too much gas is being used by the house so just wait a few minutes and attempt to fire it up again. I thought this explanation was odd because my household ran as it had all summer and the heater worked after the initial fix until this service call. The heater again worked after this 2nd service call until this past weekend and the 3rd service call. We already made the changes to the gas meter and gas line to sustain the heater, at our expense, during construction of the pool at the direction of Carlton's construction chief (we were never told we would need to upgrade our meter until they actually came out to add the gas line). We have complied with every direction received and incurred every expense required throughout the process of construction and maintenance of the pool. We are now 3 months into the warranty on a heater that has not functioned properly since install. We contracted for, paid for, Carlton to construct a pool with a functioning heater and they have not yet completed the job despite having been paid in full. 
Regards,
[redacted]

Review: We have a swmming pool that was originally built by Carlton Pools. Our pool filter went bad so we went to Carlton's store in [redacted] to purchase a new pool filter. The store lady recommended a new model of the filter - Hayward [redacted] as the old model was discontinued. We went with their recommendation and ordered the filter. We received the filter and got it installed. About 2 weeks later, we noticed issues with this new filter. Filter was getting dirty too fast and the water pressure in the pool was getting too low. We backwashed and cleaned the filter several times, but every time it ran fine for a few hours cleaning and then went back to dirty mark and water pressure went too low. We decided to return the filter and get a replacement. We went to Carlton's [redacted] store and told them that we watned to RETURN the filter and get a new one. The store lady, [redacted] arrogantly told us that we needed to call Carlton's Service Center to address this issue. We called Carlton service center and corporate office and spoke to [redacted] ([redacted]?) who is incharge of scheduling appointments in our area [redacted], PA. She scheduled a technician to come out and take a look at the filter. Few days later, technician came out to see our pool. He ran several checks on filter and also came to the conclusion that the filter was bad and needed to be replaced. He called his office and talked to [redacted] in front of me for 20 minutes and explained her that filter needs to be reaplaced and a new filter needs to be ordered. After his call, he told us that [redacted] will order a new filter and will call us in a day or so. Unfortunately, we had to leave out of country the same day for 2 weeks and we were in a hurry so we forgot to get a copy of work order. Since we were out for 2 weeks, we didn't get a chance to follow up. When we returned, we didn't see anything from Carlton pool (voicemail or mail). We then called [redacted] again to follow up. She first couldn't remember anything and asked us to call the [redacted] store lady [redacted]. After going back and forth between [redacted] and [redacted] a few times, we insisted [redacted] on finding the work order, she dug in and found the work order. She then admitted that they needed to order a replacement filter which she had forgotten about. She said that she is placing the order immediately and will let us know when it comes in. About a week later, when we didn't hear from Carlton, we called them again and left voicemail for [redacted]. When we didn't receive any call backs, I contacted her manager [redacted](I may be mis-spelling his last name). [redacted] called us back and we repeated the whole story to him. He said that the filter should be replaced by the store and he will talk to [redacted] and call us back by the end of the day. We never heard back from him either. So far, our frustration levels were all the way up to the neck, it's been a pain experience. Next day, we called again a couple of times and finally got hold of [redacted]. [redacted] took a 180 degree turn and said that there was nothing on the work order about replacing the filter.I asked him that [redacted] was going to order the filter which he ignored. I asked him to send us a copy of work order which he refused to do. I then asked him to get [redacted] on the call as we had been dealing with her for a few weeks. He completely refused to get her on the call. We then asked to have technicial come out again and check the filter which he also refused to do. He then hung up the phone on us. I had both, I and my wife on the phone and we informed [redacted] that we both had spoken to [redacted] and she had said that she will order the filter and let us know when it arrived. But he did not listen. This showed the poorest customer service, bad business practice and totally irresponsible behavior. We felt CHEATED and totally frustrated. So next day, we decided to call Carlton's owner [redacted] and left a message for him. [redacted] called us back and to our SHOCK, he insulted us using curse words and asked us to GO AWAY. He also said that he is too old to handle it and that he is purposly insulting us so that we hang up the phone. We were totally frustrated and couldn't believe that a business can go down to this extent. We were left with no choice. It's hard to believe that Carlton's business exists despite such poor business practices.Desired Settlement: Return the filter and Refund our money. We would have been happy with a replacement, however after going thorugh so much pain and frustration, we need a refund.

Consumer

Response:

I have attached a copy of the Receipt of puchase from Carlton Pools store in [redacted]. We got this from the store.

Thanks

Business

Response:

Dear [redacted],

Our experiences with this customer is less than stellar.and many of the statements made in the complaint are completely and totally inaccurate.

Here is a little history, solar cover purchased and returned 5/9/09, $224. Backwash hose returned 7/31/12. 100 W/120 V spa light 50 foot and 500 W/120 V bulb returned 6/13/13 $245.91.

48 ft.² filter attempted return $732 denied. Reverse multiport valve returned 129.99.

First and foremost you must know that the filter was purchased from our retail store. Secondly the filter was installed by the customer and not Carlton. Our service technician verified that the customer did not hook up the filter properly. Our service technician never once indicated that the filter need to be replaced. This did not happen on a telephone call to the technicians manager. The customer is no longer welcome to shop our Carlton stores. This activity closely resembles individuals who will have a product in their possession so that they may correctly identify it and purchase it on the Internet where savings can be 30 to 40% below our block stores. All of these returns and attempted returns are happening within our 14 day return policy. We have accommodated this customer in the past however unreasonable the situation had been. Our products are sold with manufacturers warranties and not Carlton warranties and this customer needs to contact the manufacturer for a remedy. Also if the product is installed improperly the manufacturer will deny warranty as well.

Have ordered the paperwork for all these items I've mentioned above from our retail store and I hope to have them in my possession within the next week should you require any additional documentation please let me know I will be glad to forward it to you. At this time we must deny the customer the return of this product and direct them to the manufacturer.

Additionally I have requested a detailed explanation of the telephone conversations with the client and I expect that to be here within a week and I'll be glad to forward that to you as well.

If you have any additional questions feel free to contact me.

Thank you

Director of Operations

Carlton pools Incorporated

Carlton has a great salesman, who knows what he's talking about and promises everything you want with your pool and patio. Unfortunately, after handing over a $2000 deposit (which was very quickly cashed), you never see him again.
As far as service goes, there is none. Any phone calls/messages that were made were unanswered or we were given excuses as to why they didn't do what they said they would. The pool technicians that eventually came to our house never had the right equipment and ended up using our tools. In both instances when techs were finally sent out, they had no idea what they were doing, and my husband finished the job - going out and buying the parts they said they would provide and doing it himself.
I recommend you read all the negative reviews online. They are all true! I wish I had thought to do this before hiring this company. This company does not care about their customers and they do not care enough about their products and services to train reliable technicians. They also don't care enough about their business to return phone calls made by irate customers.
Please, take your business elsewhere!

Review: We had our pool installed by Carlton last summer. The Eco finish began cracking immediately and we were loosing water. We were told this spring 2013 the pool would be emptied and repaired. We have contacted Carlton well in advance to begin our warranty issues. This has been very annoying since you have to chase them down they don't return calls, miss appointments. Our pool has been emptied now for at least 2weeks. We are located on the water so this requires pumps to keep the ground water from the pool popping out of the ground. The pumps have been running 24 hours per day for the last few weeks. Who is going to pay for this expense? The other day they finally came and chipped out the entire Eco finish on the bottom which had lifted. This is a huge concern because now the concrete has various holes in the entire floor. Today, (Saturday) they arranged to send the Eco Finish crew out to our home. It's now 11:45 no show, no calls, and no one picks up their phones. I am so frustrated. Additionally my cover was measured wrong , it was too big now Hurricane Sandy hits and it's torn on all the corners and they don't want to stand behind their mis measurements!Desired Settlement: Memorial Day is next week! I want my pool fixed, I want them to fulfill their warranty issues in a timely manner. I'm tired of chasing them. I want my cover fixed and I want them to pick up the cost of the electric charges we had to incur as a result of bad workmanship.

Business

Response:

To: [redacted]

Hello [redacted], Please be advised that we are currently working on the [redacted]s Pool and repairs are to b completed shortly, also there pool cover has been reordered and will be replaced by the end of the month.I hope this written response is acceptable. Please let me know if it is not. [redacted]

Director Of Operations

Carlton Pools Inc.

Review: Carlton Pools is currently constructing a pool on my property. Before beginning construction, they failed to contact our well company to determine location of the well and connection to our home. As a result, our connection was severed. I was forced to pay for the repair at my expense as the project manager and salesperson refused to accept liability and we were without water. The well connection must be redirected to avoid similar issues going forward (at my expense, which I accept). The well company, however, must coordinate the work with Carlton and, again, the salesperson and the project manager are unresponsive. I have tried calling the home office to speak to the owner/general manager and those calls have gone unreturned as well.Desired Settlement: I would simply request that Carlton Pools return my calls and work with the well company to promptly resolve this issue. I would also like the $142.00 I spent for the emergency repair to the well connection to be credited towards the purchase of the pool.

Business

Response:

PLEASE BE ADVISED THAT I HAVE SPOKEN TO **. [redacted] AS OF THIS DATE AND ALL IS RESOLVED.I AM SENDING **. [redacted] A GIFT CERTIFICATE TO OUR STORE FQR HIS ISSUE THAT HAS BEEN RESOLVED. ALSO I GAVE HIM OUR APPOLOGIE FOR A LACK OF SERVICE FROM SOME OF OUR EMPLOYEES.I HOPE THIS WILL BE CLOSED AT THIS POINT.THANK YOU,

Consumer

Response:

---------- Forwarded message ----------

From: <[redacted].[redacted]>

Date: Mon, Jul 14, 2014 at 1:54 PM

Subject: Re: Fwd: Carlton Pools Complaint

To: [redacted] <[redacted]>

As part of the resolution of Complaint #[redacted], Carlton Pools agreed to issue me a gift card in the amount of $150.00 to cover the expenses I incurred when their construction crew accidentally severed my well line. As of today's date, I have not received the gift card.

Thanks,

Business

Response:

The $150.00 dollars gift card is waiting for **. [redacted] at our Carlton Pools [redacted] Store.He needs to go to the store to sign for it and pick it up. He may use it for all Carlton in store items.Thank You,[redacted]

Review: I had a Carlton Pool built in 2009 and have used Carlton exclusively for Opening, Closing, Service and Chemicals. When I had my pool opened this season (last Thurs 5/1) the technicians left my chemicals out in the rain with no notification that they would deterioriate while out in the elements. Additionally (and more importantly) they took the tool to open the frogger with them (black plastic piece that looks like a big magnifying glass). We called Service ([redacted]) on Friday to express our concern and that we wanted a prompt response so that we could get the chemicals (chlorine & mineral) into the frogger. He let us know he left a voicemail for the tech's and he would get back to us....Unacceptable from a customer service perspective, although it was Friday at which point the customer no longer comes first!

We are now 5 days since opening the pool with no chemicals in the frogger. The prior service manager at Carlton was incredibly proficient and always had the customer top of mind. We are really trying to not correlate teh degradation in service with the recent turnover, but the timing is quite coincidental. While the prior manager has recently moved on to open a new pool servicing start up company, we have consciously chosen to stay with Carlton Pools for all of our needs....and at this point we are just hopeful that our issues will be resolved before switching.Desired Settlement: We NEED our tools to be replaced in order to keep our pool operational this year. The unresponsiveness from the "service" department is apalling.

Business

Response:

Dear [redacted],I am a little surprised at receiving this complaint as we were at [redacted]'s house on Thursday and did not receive any contact from this customer until Monday, May 5, 2004, at 8:30 at night. ( not able to see this until Tuesday morning). On Tuesday we secured the part in question from our vendor and mailed it to [redacted] along with a gift certificate for our store for his inconvenience and our apologies. I would expect that [redacted] should receive this package today. I'm not sure, seems like pretty good turnaround and don't know how we could of done better.Thanks [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:First off, your timeline is completely off. I personally spoke to [redacted] on Friday, the day I took off from work. He said he would contact the technician and have someone call me back. My frustration was evident during this call. After hearing nothing, my husband followed with an email to their mailbox on Monday... Still no chemicals in the pool. Wednesday of last week was the first interaction.... Where I received a package in the mail and then an email from [redacted] Wednesday evening. Is a 1 week turnaround time acceptable after paying over $500 to turn the equipment on?? Is this how you treat your loyal customers. Unacceptable!

Review: Carlton Pools completed construction of our new pool in July, 2014. The heater did NOT function on delivery and needed to be repaired. The repair was unsuccessful as the heater functioned properly for only a few days. The heater has been serviced 3 times since installation with each service proving effective for only a few days. No satisfactory explanation is ever provided during the service, only false assurances that the problem has been resolved.Desired Settlement: I would like the problem properly repaired, with a written explanation of the problem and what service was provided and why it will be successful this time, or I would like the unit replaced.

Business

Response:

Hello [redacted],I received your complaint today, and have reviewed our service records and also discovered that a service technician has been scheduled for today and should be at that their residence late this morning . Also in reviewing our service records we indicate one service call only for a heater problem which was on August 11 2014. It was indicated at this time and Mrs. Diggins is aware that there may be a gas service issue which will prevent they heater from firing. And I was made aware that when other gas appliances in the home are being used a sufficient amount of gas pressure to the pool heater is not available and will cause the heater not to fire . This may require the homeowner to request a larger gas meter be installed to correct this problem. Our service technician will measure the gas pressure on this visit and if the homeowner is home at the time the technician will ask the homeowner to use some of the gas appliances in the home and will measure the gas pressure at the pool heater to verify that this may be their problem. Additionally, should this not be the corrective measures needed we will notify the manufacture of the heater to send a factory service technician to their home to correct the problem or replace the unit . Bob O[redacted]Director of Operations###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: This was the 3rd service call as the heater did not work upon installation (it was discovered during the indoctrination and they had to return to repair it a few days later). I placed a service call midseason and the tech simply said sometimes too much gas is being used by the house so just wait a few minutes and attempt to fire it up again. I thought this explanation was odd because my household ran as it had all summer and the heater worked after the initial fix until this service call. The heater again worked after this 2nd service call until this past weekend and the 3rd service call. We already made the changes to the gas meter and gas line to sustain the heater, at our expense, during construction of the pool at the direction of Carlton's construction chief (we were never told we would need to upgrade our meter until they actually came out to add the gas line). We have complied with every direction received and incurred every expense required throughout the process of construction and maintenance of the pool. We are now 3 months into the warranty on a heater that has not functioned properly since install. We contracted for, paid for, Carlton to construct a pool with a functioning heater and they have not yet completed the job despite having been paid in full.

Regards,

Business

Response:

[redacted],

After further review and consulting with our technician it has been determined that a reading of one point a inches of gas pressure was detected at our service call on Monday. This heater requires a minimum of 4.8 inches of gas pressure to fire and operate properly. The guest service line from the customers meter to our heater is 2 inches in size and will support well above the operating pressure required. [redacted] has been contacted to come out and measure the guest service coming to the meter and their regulator to verify that there is an ample supply of gas available for our heater. We will update this response once we hear from [redacted].

Thank you

Bob O[redacted]

Review: Carlton Pools closed our pool last season and we went to open the pool this season and there was intense suction in the wall return causing the plug to suck back into the wall return. The service manager and the Director of operations for Carlton were rude and would not return phone calls. Upon finally making contact with them after many phone calls on my son's part, Carlton refused to help us in any way. They will not even send a service technician to try to address the problem. Carlton has twice frozen pipes on our pool due to faulty closing procedures. It was a battle to even get them to fix that. They do not want to take responsibility for any of their improper closing procedures that cause problems.Desired Settlement: I want them to remove the plug so the pool operates properly.

Business

Response: