National Pools & Spas

This complaint is from a neighbor of one of my clients, not someone I am doing business withHe filed this complaint the same day he placed two calls to complain about dust for our pool excavationI called him back before the close of business in the same day he calledI met him in person the next day to assure him that we would clean up the street in front of his houseThe street was cleaned up within hours and all is goodHe promosed me he would drop this complaint as soon as we cleaned up in front of his houseThe cleanup was done days ago, so I see that he is not keeping up his end of the agreementFurthermore, someone who isn't even my client can file a complaint against my business? That doesn't seem right to me

I have already emailed a response to the client and cc'd you guys. Mr *** has not tried to call, text or email me or anyone in our company in the past 18mosThrough a mutual friend, James from Pool Partners, his newly hired pool service company, we had heard about the concerns with the
pool interiorAs a courtesy to him, my service manager Jerry L*** sent our pool interior expert out to see what the problem wasIt was confirmed by him, and another independent pool professional that his surface was damaged beyond repair by improper water balance. This information was relayed to Mr*** by James for Pool Partners. Prior to today, there has been no communication directly between Mr *** and National Pools regarding this situationBecause we had never heard from the client about it, we felt no need to communicate directly with him since it was a non warranty situationJoel H***, President

Prior to Mr *** contacting you I had been at his home to meet with he and his wife about 10days earlierThey showed me there areas of concern, all issue with pool paversI told them I would get it done in the next few weeksBefore I had a chance to schedule the work I received a Revdex.com
complaint without any notice or communication from themI immediately emailed Mr *** to gain access and complete the warranty repairsI got no response for four days, I emailed again and finally got a responseWe started the repairs this past Monday 5/and completed them on 5/I emailed Mr *** today to confirm they are satisfied with the repairs and have not received a response as of yet

This complaint is from a neighbor of one of my clients, not someone I am doing business with. He filed this complaint the same day he placed two calls to complain about dust for our pool excavation. I called him back before the close of business in the same day he called. I met him in person the...

next day to assure him that we would clean up the street in front of his house. The street was cleaned up within 48 hours and all is good. He promosed me he would drop this complaint as soon as we cleaned up in front of his house. The cleanup was done 9 days ago, so I see that he is not keeping up his end of the agreement. Furthermore, someone who isn't even my client can file a complaint against my business? That doesn't seem right to me.

Prior to Mr [redacted] contacting you I had been at his home to meet with he and his wife about 10days earlier. They showed me there areas of concern, all normal issue with pool pavers. I told them I would get it done in the next few weeks. Before I had a chance to schedule the work I received a Revdex.com...

complaint without any notice or communication from them. I immediately emailed Mr [redacted] to gain access and complete the warranty repairs. I got no response for four days, I emailed again and finally got a response. We started the repairs this past Monday 5/11 and completed them on 5/13. I emailed Mr [redacted] today to confirm they are satisfied with the repairs and have not received a response as of yet.

This complaint is from a neighbor of one of my clients, not someone I am doing business with. He filed this complaint the same day he placed two calls to complain about dust for our pool excavation. I called him back before the close of business in the same day he called. I met him in person the...

next day to assure him that we would clean up the street in front of his house. The street was cleaned up within 48 hours and all is good. He promosed me he would drop this complaint as soon as we cleaned up in front of his house. The cleanup was done 9 days ago, so I see that he is not keeping up his end of the agreement. Furthermore, someone who isn't even my client can file a complaint against my business? That doesn't seem right to me.

I have already emailed a response to the client and cc'd you guys.  Mr [redacted] has not tried to call, text or email me or anyone in our company in the past 18mos. Through a mutual friend, James from Pool Partners, his newly hired pool service company, we had heard about the concerns with...

the pool interior. As a courtesy to him, my service manager Jerry L[redacted] sent our pool interior expert out to see what the problem was. It was confirmed by him, and another independent pool professional that his surface was damaged beyond repair by improper water balance.  This information was relayed to Mr. [redacted] by James for Pool Partners.  Prior to today, there has been no communication directly between Mr [redacted] and National Pools regarding this situation. Because we had never heard from the client about it, we felt no need to communicate directly with him since it was a non warranty situation. Joel H[redacted], President.

Prior to Mr [redacted] contacting you I had been at his home to meet with he and his wife about 10days earlier. They showed me there areas of concern, all normal issue with pool pavers. I told them I would get it done in the next few weeks. Before I had a chance to schedule the work I received a Revdex.com...

complaint without any notice or communication from them. I immediately emailed Mr [redacted] to gain access and complete the warranty repairs. I got no response for four days, I emailed again and finally got a response. We started the repairs this past Monday 5/11 and completed them on 5/13. I emailed Mr [redacted] today to confirm they are satisfied with the repairs and have not received a response as of yet.

The spa check valve has been replaced several times now. Mr [redacted] implies that we knew for many months that the problem still existed.  We fixed it once in the fall and then were contacted again this spring.  We have gone and pressure tested that underground spa piping and confirmed there...

is no leak in our underground pipes.  Last week we installed a new and completely different brand of check valve to stop the raised spa draining into the pool issue. As far as we know at this time the issues have been corrected and there is no ongoing problem.

Review: I had my pool built by National in May of 2014. Immediately following the completion of the pool the pool service never reached the color that was expected. The pool surface had streaks and the blue color turned to white. I have made several attempts to contact the company with no response back. In 2014 after the pool was completed Joel continued to comment that they would adjust the chemicals so that the pool surface can be corrected. After several attempts he mentioned that he would need to wait until the following Summer to correct the problem...via acid wash. I followed up again in 2015 and still received no response. I would like to have the issue discussed and resolved.Desired Settlement: I would like the surface of the pool corrected/fixed.

Business

Response:

I have already emailed a response to the client and cc'd you guys. Mr [redacted] has not tried to call, text or email me or anyone in our company in the past 18mos. Through a mutual friend, James from Pool Partners, his newly hired pool service company, we had heard about the concerns with the pool interior. As a courtesy to him, my service manager Jerry L[redacted] sent our pool interior expert out to see what the problem was. It was confirmed by him, and another independent pool professional that his surface was damaged beyond repair by improper water balance. This information was relayed to Mr. [redacted] by James for Pool Partners. Prior to today, there has been no communication directly between Mr [redacted] and National Pools regarding this situation. Because we had never heard from the client about it, we felt no need to communicate directly with him since it was a non warranty situation. Joel H[redacted], President.

Review: National Pools and Spas constructed a pool, installed decking, and landscape in June through August of 2014. Punch-list items to replace broken deck pavers and reconstruct portions of the decking due to settling and heaving and repair of non-functioning sprinkler systems have not been complete. Numerous text, phone, and email communications since September of 2015 have not resulted in resolution. Several commitments were made by the company's owner to resolve our issues, including a visit to our home two weeks ago, have not been fulfilled. We have have waited almost 8 months without resolution to our problem and are now seeking help from the Revdex.com. We have also requested operation and warranty information on the pool and pool equipment numerous times but these have never been provided.Desired Settlement: Finish the job as contracted by replacing the broken/cracked pavers, repairing the decking and pavers where settling and heaving has occurred, and repair non-functioning irrigation system. Provide all maintenance, repair, and warranty documentation for the pool and all associated equipment. Also, due to the excessive time to meet the contract and commitments made and broken, I am requesting that the pool and equipment warranties be extended at least one year.

Business

Response:

Prior to Mr [redacted] contacting you I had been at his home to meet with he and his wife about 10days earlier. They showed me there areas of concern, all normal issue with pool pavers. I told them I would get it done in the next few weeks. Before I had a chance to schedule the work I received a Revdex.com complaint without any notice or communication from them. I immediately emailed Mr [redacted] to gain access and complete the warranty repairs. I got no response for four days, I emailed again and finally got a response. We started the repairs this past Monday 5/11 and completed them on 5/13. I emailed Mr [redacted] today to confirm they are satisfied with the repairs and have not received a response as of yet.

Review: A failure to honor service under the terms of warranties.

The failure to respond to phone calls or written requests for assistance or support.

An unreasonable or excessive delay in completing a repair.

National Pools installed an in-ground swimming pool with adjoing spa at our residence beginning in February 2013 and ending in June 2013 at a cost of $40,000. In October of 2013, two issues developed. The first issue occured with the spa's ability to hold it's water when the pump shuts off. Every night when the pump shuts off, the spa drains into the pool, causing a reverse water flow action through the system's piping, advertently dumping the pool filter's diatomaceous earth back into the pool. Diatomaceous earth is used in the filter to trap dirt and other foreign substances. The second issue involves several consistent large wet spots located just outside the pumping filtration system. These wet spots will not go away and are directly related to the pool's underground piping. A leak has formed within this piping causing water to drain nightly into the soil posing a threat to my home's foundation.

These issues were first reported by phone and text with pictures to National Pools on November 1, 2013. It is now March 7, 2014. Five months have passed, and after numerous calls and texts through this period, these issues have not been resolved. This is a new pool and spa construction and yet it has failed to work as promised.Desired Settlement: For National Pools to honor their word and warranty and repair these leaks.

Business

Response:

The spa check valve has been replaced several times now. Mr [redacted] implies that we knew for many months that the problem still existed. We fixed it once in the fall and then were contacted again this spring. We have gone and pressure tested that underground spa piping and confirmed there is no leak in our underground pipes. Last week we installed a new and completely different brand of check valve to stop the raised spa draining into the pool issue. As far as we know at this time the issues have been corrected and there is no ongoing problem.

Review: The Contractor installed a variable speed pool pump eligible for a $200.00 rebate. I requested to submit the application for the rebate myself but the owner [redacted] insisted on submitting the application on my behalf. The contractor never forwarded the invoice after I provided my payment in full $1200.00. After several weeks, I called Mr. [redacted] and asked if he had submitted my rebate application and he said he was waiting for the check. After several months passed I called Arizona [redacted] and asked if a rebate application had been submitted on my behalf, or in the name of the company. No application had ever been submitted. After repeated attempts to contact National Pools with no success I have filed a complaint with the Revdex.com and the Arizona [redacted].

Due to Mr. [redacted]'s negligence, and because he never provided an invoice for the installation of my pool pump, I have missed the window to file for the $200.00 rebate. The rebate was one of the main selling points Mr. [redacted] used to convince me to allow him to install my pool pump. I would like National Pools to compensate me for the rebate they failed to file for on my behalf.Desired Settlement: $200.00 rebate due to me.

Business

Response:

I contacted Mr [redacted] last Month an issued a payment to him for $200 for an [redacted] rebate that was not my responsibility to pay. The rebate was supposed to come from [redacted]....I had not heard anything from Mr [redacted] in any way for 10 months, the first communication I received was a Revdex.com notice and a call from an [redacted] inspector for a $200 rebate. If there is anything else I need to do on this end to make sure this handled properly please let me know. Thanks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Mr. [redacted] seems to state that he issued a $200.00 payment even though he felt that it was not his responsibility. No check has been received by me. Here is the transcript of a text sent to me from Mr. [redacted] after he spoke to the [redacted] investigator:

"[redacted] good afternoon. I got a call today from [redacted] Inspector regarding the $200.00 rebate... even though itwas not my rebate I will pay you the $200 since I promised it to you. Please let me know what address I can send you a check to you? Thx [redacted], President National Pools & Spas" Again, no check was received, and this text is still on my phone.

Business

Response:

I confirmed with him yesterday that the $200 check I sent him was received and cashed by him. Thanks.

[redacted], President

National Pools & Spas

I HAD [redacted] AT NATIONAL POOLS BUILD A 40'X 16' POOL FOR ME.THE WORK WAS GOOD QUALITY BUT AS OFTEN HAPPENS THERE WERE SOME GLITCHS WHICH MOST WERE ADDRESSED AND REPAIRED. BUT TRYING TO GET [redacted] TO RETURN CALLS WAS ALMOST AN INPOSABILITY. THIS GUY WILL NOT ANSWER YOUR CALLS PROMPTLY. YOU MAY BE WITHOUT A WORKING POOL FOR 2 TO 3 WEEKS BEFOR NATIONAL POOLS RESPONDS. HIS ELECTRICAL SUB CONTRACTOR IS ESPACIALY LACKING KNOWLEGABLE TRADESMEN AND PROBLEM SOLVERS. INSTEAD OF FINDING THE CAUSE OF THE PROBLEM THEY JUST REPLACE A RELAY, GFI,WHATEVER AND GO AWAY HOPING THE PROBLEM DOSN'T COME BACK. ALSO,[redacted] HEADLY HAS A WEEKLY POOL MAINTANCE SERVICE CALLED POOL BUDDY (PART OF NATI0NAL POOLS). I'M SEASONAL SO THESE GUYS SOMETIMES GO A MONTH WITHOUT SHOWING UP, BUT KEEP CASHING PRE-PAID CHEQUES. MEANWHILE THE POOL GOES RANK.THEIR EXCUSE IS "WE HIRED A NEW GUY AND HE ISN'T WITH US ANY LONGER."

Review: Many choices applicable in this situation, including service and warranty issues. A contract was signed February 2013 for pool renovation which remains incomplete as of this date. Damage was done to pool during renovation which has yet to be repaired as of this date. All payment deadlines made by me except for 20% which was verbally promised to be due upon completion of project. Project remains incomplete. National Pools does not seem motivated to repair the damage done during renovation.Desired Settlement: All attempts made by me to have owner on premises to correct situation have been ignored.

Business

Response:

National did a renovation for this homeowner. As part of that contract, a new liner was to be installed, which we did. However, due to

human error, the liner pattern print was wrong. We gave the homeowner the choice of getting a new replacement liner or accepting

the one installed in their pool with a sizable discount. They chose to accept our offer of a discount. That was in June. the balance due was not paid until September 19,2013. After receiving payment, we scheduled a service call and will do everything we can to help this customer.

Review: Ok, first some quick background. I have a large swimming pool which I maintained myself until June of 2012 when I fell seriously and traumatically ill, leaving me hospitalized for over a year. I am still on a slow mend both physically and mentally as I write this.

Needless to say our pool fell by the wayside and remained closed for two years. Given the fact I can no longer deal with our pool myself I decided to hire a company to open, close, and maintain the pool over the summer season. I sadly bypassed [redacted] and opted for National Pools of Hillsborough because I had been buying my supplies from them for over a decade.

What proceeded was one of the worst customer service experiences I think I've ever encountered. From workers not showing up at the appointed time, then not at all, without so much as a call from the company. I had to call them and speak to [redacted] (the world's worst customer service rep) and hear lame excuses describing just how utterly disorganized this company is. They finally showed up and pumped out the pool and asked me to fill it for the next 15 or so hours. I did and the pool was crystal clear. Then they didn't come back, and didn't come back, so I called [redacted] the Terrible to find if they were actually in the business of working on pools or whether this whole thing was a hoax.

To make a long story short, [redacted] expended all his capital by essentially blaming me, the customer, for their failure to perform the agreed upon work. After his tirade, he tried to calmly go on as if I was going to sign a contract with National. I calmly told him to send back my deposit and that I would seek the service of a real pool company elsewhere.

I have repeatedly contact this company and get told that my refund is being dealt with, but it has been two weeks or more and I have yet to receive a refund check from National Pools. At this point I am considering reporting the company to the NJ State Attorney General's Office.Desired Settlement: I expect this company to refund the $300 deposit I gave them for pool service they never performed, forcing me to hire a different company. I should ask for another $100 to cover the cost of the city water needed to refill our pool twice because they never came to do the work and the pool filled with algae again requiring a repump by the new company, but I am willing to ignore that unless I am forced to go to court. I am a handicapped old fellow who doesn't need this aggravation.

Business

Response:

National regrets that we were unable to please this homeowner. There are always two versions of a situation, and of course this misunderstanding is unfortunate. Rather than belabor the issues, we will refund the $300 and wish the homeowner well.

Consumer

Response:

[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.]

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 would like to add for the record, however, that despite what National Pools claims, they made no effort to correct this situation until the Revdex.com intervened. I am not a difficult person to satisfy and only expect a company to actually do what I have paid them to do. National Pools failed to perform at even the most basic level in this case and I have since learned that the company has a rather poor reputation based on online reviews I have read.

I will expect to receive a check in the amount of $300 within the next five days. If I do not receive this refund, I will consider further action including legal options.

Regards,

Review: Orderd a new liner for our pool on 4/15/13 to be installed by Memorial Day. Finally arrived on June 4 and was the wrong liner. Had to reorder and the replacement came and was installed on 6/27 and again it was the wrong size and a 3rd liner is on order. [redacted] told us to fill the pool and use it until the new liner came in and they would pay to replace the water. I filled the pool,and the water was squirting out of the back of the pool where the light is installed. Called again, they came and patched the liner but it is still leaking. My wife called and was told that the leak could not be fixed because the lens cover on the light was cracked and that it should never have been installed. (was not broken until they broke it) We cannot use the pool, we cannot run the filter and now the water has turned green. The water has leaked out to the level of the light. I have made numerous calls to [redacted] and he never returns my calls. Now it is 7/8 and we still have no liner, cannot use the pool and have no idea when it will be fixed. It is just one probelm after another and no one gives us the curtesy of a return call or what is going on. It is very frustrating and unbelieveable.Desired Settlement: Return our calls and let us know when the job will be done - hopefully so we can use the pool this summer. Also advise what you are going to do for us for all of the problems they alone have caused

Business

Response:

We have not yet resolved this complaint. We will be installing a new liner for this customer very soon. We will follow up with a response to this complaint upon resolution.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because: The 4th liner was installed yesterday (8/12/13) and seems to be okay. The water needs to go in and the holes need to be cut for the skimmer, light and return. Will advise when complete if okay. It is really sad that it took 4 months to accompish this and the summer is almost over.

Regards,

Review: I was promised a complete pool opening. This company did not deliver on what was promised. I was yelled at over the phone and the manager used profanity in talking to me. I did not use any profanity to him, was completely shocked in how he spoke to a customer. My wife and I spent over $5,000 for the purchase of the pool and related service items. I am contacting the credit card company to dispute the charge for the pool opening and what was promised to us.Desired Settlement: I want a formal apology and delivery of the services I was promised.

Business

Response:

This complaint is due to a misunderstanding and has been resolved to the customers satisfaction. The pool has been vacuumed at no charge and an orientation has been given.

Review: I had purchased a pool pump for 357.00 2 years ago from this location. It stopped working on Friday 7/3/15.

I called customer service at the Robbinsville location where I bought the pump. They said to bring it in and they would fix it. Since it was the Fourth of July weekend, I of course waited until the end of the business day the following Monday, 7/6/15 for an update. I never heard anything back, so I called. They said it hadn't been looked at yet and someone will probably look at it on Tuesday. After several calls to their customer service dept., and no return calls, I went to the store this morning, 7/9/15 and asked about my pump. It was never looked at and no one could tell me why. I took back my pump. still in the same condition I brought it in. I didn't get any explanations from the manager or an apology. I will NEVER use this store again, and will never recommend it to anyone ! This is at the top of the list for " Poor Customer Service". This store should not be in the business of serving customers.

Their slogan should be: "At National Pools, The Customer Comes Last !".Desired Settlement: Corporate Executives of this company should know how their customers are being treated and that they're losing business because of it.

Business

Response:

I am in receipt of the letter you sent to the Better Business based on your displeasure from our Robbinsville Showroom. I am truly sorry for the inconvenience we have caused you with your pump not being looked at or repaired in a timely fashion when dropped off in our Robbinsville showroom. We are usually very respectful of these issues as they arise during the course of the pool season. There is no excuse here for us not being able to address your pool pump in a timely fashion as it was intended. We should have at least made you aware that we may have been backed up as we get dozens of pumps a week to work on. That is not an excuse, just the facts. We understand the season is short and time is of essence for repair such as yours. Please accept my apology on the store’s behalf. If you should decide to visit our showroom again as thousands of our customers do based on their experience, please advise so we can sit down and discuss face to face to gain your respect and business once again.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID 10707631, and find that this resolution is satisfactory to me.

Regards,

Review: I signed a contract with National Pools and Spas in Robbinsville on June 10, 2014 to have the liner of the swimming pool replaced. I made a 50% deposit and the company's representative, [redacted], promised that the liner would be ready in two weeks. Two weeks went by but I did not hear from [redacted] I called office and [redacted] a few times and every time, I was told that the liner was on its way from the manufacturer. Two more weeks went by and then another two weeks, and then another two weeks. Every time I called the office, I got a more or less similar answer, "I expect the liner to be here today and we can install the liner the day after it arrives. However, nothing actually happened. The contract says that the liner would be installed in two weeks. Because there is substantial delay in installing the liner, National Pools have breached the contract. I would like to have a full refund of my deposit and compensation for the loss of enjoying the pool.Desired Settlement: I would like to have a full refund of my deposit and compensation for the loss of enjoying the pool.

Business

Response:

This complaint has been resolved.