Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with American Pools and Spas to construct and install our pool. Immediately after the pool was finished and filled with water we noticed several black spots in the finish. After completed the refinishing work, we contacted American Pools and Spas to report the beautiful color of our pool was gone. Unfortunately, it wasnt long before the spots were noticed again, in the same places. On this occasion he said it was a result of scaling in the pool. Several experts actually tested the black spots and the ** level in the pool, including one sent by American Pools and Spas and found no evidence of scaling or algae. Our own research confirmed, the pool does not have scaling. We were also threatened by ****************** that the warranty was canceled by the warranty company. We learned no representative of the warranty company ever made such a claim. In Oct. 2023 *********************, the *** of American. pools and **** said she would resurface the pool. Not receiving an update, I emailed ************ in Feb. '24 to establish the date when the pool will be resurfaced. In April '24, *********************** together with a representative from the construction company arrived at our home. After a visual view of the pool they left. They suggested we have the Total Alkalinity (**) level tested. The results of the test found the ** level to be 120 (perfect) and I informed ****************** and ************. We received their decision on April 23. They determined the discoloration was normal and the spots were caused by black algae, a fact disputed by their own pool pump installation company in October 2023. That test determined the black spots were in the pools finish. The ***, *********************, has now reneged on her promise made in October 2023 to repair our damaged pool, without even coming to the site. Indicating, you have a beautiful pool.

  

  Business response

  05/13/2024

  We have addressed this issue with the customer.   When the customer first expressed his concerns shortly after the pool was completed, we sent the pool finish company to his home to address them.  In March 2023, they performed an acid wash on the pool.  The referenced "Black Spots" were removed.   In August 2023, the customer reported that the black spots had returned.  As is required by the pool warranty, we requested chemistry records which reflected improper pool chemistry maintenance.  We once again sent the pool finish company to look at the pool.  They determined the following:  "The pool is currently modeled and ****** hydrated in the pores of the cement- this is a maintenance issue and is not warrantable."  The customer did not accept this statement.  In February 2024, I once again communicated with the customer that I would discuss his issues with the construction manager. On 4/4/24, our construction and warranty managers visited the customers home to inspect the pool.  At that time, they made the same determination that the finish company had made, and the customer was notified that there was nothing more we could do.  We feel that we have done all we can do in this situation.  

   

  

  Business response

  05/14/2024

  We have addressed this issue with the customer.   When the customer first expressed his concerns shortly after the pool was completed, we sent the pool finish company to his home to address them.  In March 2023, they performed an acid wash on the pool.  The referenced "Black Spots" were removed.   In August 2023, the customer reported that the black spots had returned.  As is required by the pool warranty, we requested chemistry records which reflected improper pool chemistry maintenance.  We once again sent the pool finish company to look at the pool.  They determined the following:  "The pool is currently modeled and ****** hydrated in the pores of the cement- this is a maintenance issue and is not warrantable."  The customer did not accept this statement.  In February 2024, I once again communicated with the customer that I would discuss his issues with the construction manager. On 4/4/24, our construction and warranty managers visited the customers home to inspect the pool.  At that time, they made the same determination that the finish company had made, and the customer was notified that there was nothing more we could do.  We feel that we have done all we can do in this situation.  

   

  Picture taken 4/4/24

  Customer response

  05/23/2024

   
  Complaint: 21619780
  
  I am rejecting this response because: American Pools and Spas still has not addressed why a representative they sent last year tested and confirmed the cause of the black spots was in fact NOT due to scaling. In addition, neither the representative from the pool construction company nor *********************** have ANY knowledge or background in pool chemistry. 

  My experts have many years of service in the care and treatment of pools and have the training to support their decisions. Their decisions are based on testing the water and several different areas around the pool not a mere visual inspection like the inspection performed by *********************** and the construction company representative. I challenge American Pools and Spas to submit the education and training records in pool chemistry (not construction) for both *********************** and the construction supervisor who came to my home and ONLY performed a visual inspection to make their decision.

  American Pools and Spas have been delaying the repair for almost one year and I firmly believe they have no intention of resolving this matter. Apparently, customer satisfaction is not a priority.
  
  Sincerely,
  
  *******************************

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