Complaints

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a patio set on 10/8/2020, and paid $2,716 (inc. taxes). We specifically discussed our needs with the sales team for a low maintenance all weather outside patio set, since we dont have storage space. We were told that the table we bought was the most heavy duty material, all weather resistant that didnt need a protector, yet we still bought one that day. Despite protecting the table by covering with the purchased protector when not in use, the table top started crumbling & falling apart over time. In May 2022, we made several calls with customer ********************* texted pictures as we were instructed, but kept getting the run around with no proposed resolution. In November 2022, we went to the store and were advised only then, that the table was in fact not weather resistant & required resealing & indoor storage every winter. We requested an alternate table for a discount. After going back and forth over email, on 11/30/22, we were offered the same exact table for free, or pricing that was above the sale price for new customers, for other tables that we were interested in. We know this because we called other stores & when we inquired about pricing for the tables we sought, the price we were given differed from what we were given directly through customer service. We were also informed that our table got valued at $221! That price breakdown was certainly not ever advertised at the store nor was it in our purchase receipt! While we appreciated that they were willing to do a free replacement like for like outside of the warranty period, we explained again that we had no means of winter storage & therefore, the table would not work for us. This was their final offer, hence we did not reply back, since that was not a feasible resolution for us. We are still out of a table & would like to be compensated in a fair & equitable manner. We would like to purchase a table of our choice at a 50% discount based on the same pricing as new walk in customers.

  

  Business response

  08/07/2023

  Hello ******, 

  Thank you for your communication and valuable feedback. We apologize that this was your experience. We acknowledge the diligent efforts made by our customer service representative, ***, who maintained consistent correspondence with you to address and rectify the situation. Throughout the exchange with our ***********, *** diligently explored avenues to assist you,ultimately identifying specific tables eligible for a discounted rate. This gesture was intended to acknowledge and offset any inconvenience you may have faced. Regrettably, despite these proactive steps, the matter remains unresolved due to a cessation in communication from your end after the initial interactions with Sue.

  While we regret to inform you that we cannot extend a 50% discount on a table based on the same pricing structure offered to new walk-in customers, as this does not align with our established policies, it is important to note that *** proposed several alternative solutions to address your concern. Unfortunately, her attempts to continue the dialogue and explore these alternatives have not been met with a response from your side. We remain committed to addressing your concerns and finding a mutually beneficial resolution. Please do not hesitate to reconnect with our customer service department at ********************************************** should you wish to revisit this matter. We appreciate your feedback. Thank you. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the swimming pool July 2021 from American Sales ***********, i had the pump connected with a extension cord and damaged the motor. American Sales sold me another motor but had a problem with it the next pool season June - August 2022. It would not allow me to vaccum because the pressure was too low. After two months of requesting they finally came out and discovered there was a crack in one of the pieces and replaced it. This year I started the pool o July 4 at 7am, went out to the yard and discovered the motor on the pump was not working I closed American Sales and was transferred to servicing no one answered i was then given a number to text i have text the service department three time and no one has ever acknowledged or relied. i called the store and now you can only communicate via text. I just want my pool to work so I can enjoy.

  

  Business response

  07/14/2023

  Hello *******. Thank you for taking the time to provide us with all of this information. We apologize that this has been your experience. We have sent this feedback as well as the images you have attached directly to our *********************** to address. After looking into this matter further, our ************ notified us that you may have been texting the incorrect number as they have not received anything from you, however they will be reaching out today to resolve any issues moving forward. Thank you for your time and patience.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an above ground pool from American Sale back in March '23. During the delivery of the pool parts, multiple items came damaged with a discounted price on the box (I suspect there were either a returns or damaged during the delivery). Before the installation I've noticed that the heat pump purchased as a package was previously repaired/opened per the damaged bolts. The heat pump was replaced after multiple calls but also came as the last/without the box and dated manufactured in 2021. The pool cost over $13,000, this was not a discount purchase.During the installation (which was delayed few weeks), few parts were missing. The installer installed the pool with missing screws, uneven walls and the liner. Repair of this will bring additional cost to me since the pool was installed in ground (additional landscaping necessary). American sale were also supposed to send the replacement liner which I have not received.

  

  Business response

  06/27/2023

  Hello ****. Thank you for providing this feedback and bringing this issue to our attention. After looking into this matter further, we see you have also left a ****** review of your experience with pictures attached. We're sorry that this was your experience. We have forwarded these images and feedback on to our *********************** to address. We also see that our team is ordering new parts and caps. We will be in contact with you when the parts arrive and hope to resolve these issues as soon as possible. Thank you for your time and patience. 

  Customer response

  06/28/2023

   
  Complaint: 20216596
  
  I am rejecting this response because:
  This is a semi-inground installation and to correct the issue, I'll need to hire a landscaping company to fix the piece that needs to be removed. 
  I request a partial refund per the pieces of the whole project and the overall experience- discounted parts, damaged items, heat pump from dated 2021
  
  Sincerely,
  
  *******************************

  

  Business response

  07/05/2023

  Hello ****. Your top rails have been ordered and your caps are with the installer so we can resolve these issues for you as soon as possible. After speaking with our management and your installer we see that per your request, you would like the issues to be resolved at the end of the season to ensure that you can use your pool for the rest of the summer. You have been put on the schedule for the end of the season. We are also offering you a pool liner, when your installer comes back out, at our expense. If you have any other questions, please reach out directly to your installer or to our ************************ Thank you. 

• Initial Complaint

  06/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had our pool installed oct with a second liner after the first was leaking. June 7th contacted the pool install company by text with pictures. June 8th more pictures and videos of leak were sent. June 8th was the last text message by them. Have texted them no response since then. Texted American sale on June 7th and 8th with videos and pictures. No response since June 8th.

  

  Business response

  06/19/2023

  Hello *****. Thank you for providing us with this feedback and letting us know about this issue. We aim to reply to our customers as soon as possible and apologize that this was not your experience. We have sent this feedback as well as all the images you have provided directly to our *********************** to address immediately. A member of our team will be in contact with you moving forward. Thank you for your time and patience.

  Customer response

  06/20/2023

   
  Complaint: 20201024
  
  I am rejecting this response because:  still waiting on the advanced contracting to call to make the appointment after I have left a message.  Also rejecting until a resolution is agreed upon with the leakage of the pool. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/21/2023

  Hello. We're sorry to hear that you have not heard back from your installer yet. After speaking to our *********************** we see that Advanced Contracting was contacted by our team to put you on the schedule so we can resolve this issue as soon as possible. Advanced will be reaching out to you directly to schedule a day to come out. We also have it in our records that you are having issues with your pool leaking, so that Advanced is aware of this when they come out. Thank you. 

  Customer response

  06/22/2023

   
  Complaint: 20201024
  
  I am rejecting this response because:
  Unfortunately we have had zero communication with them.  They called on 6/21 stated we will call you right back and still waiting for that call back on 6/22.  At this point this company is having issues and while I understand this who you choose to install our pool. however how long do we have to wait on a brand new pool with defects to be fixed again.  The pool has divots on the bottom where you can see the sand coming out the bottom also can see sand in the pool.  It just so frustrating to spends over 6k on something and have not been able to enjoy.  
  Sincerely,
  
  *************************

  

  Business response

  06/29/2023

  Unfortunately this is our policy and you have signed the Pool Agreement agreeing to this. This service is not under warranty. Per your Pool Agreement, page 5, it states that "Liner or pool damage due to punctures from sharp materials, roots or nut grass" are excluded from any warranties. Your pool held water all winter, which indicates that it is not a defect in the liner but rather pool owner damage. While we understand your frustration, we have done everything we can to resolve this issue for you. We have replaced your liner as well as paid for your water to be refilled since it was covered under warranty. We have checked our records, and see that there has been constant communication with you and our *********************** and that your installer has been out to resolve any issues 6 times already. We have done our best to resolve any issues but must reiterate that this is something that is not covered under warranty and will be the pool owners responsibility. Feel free to contact your installer to resolve this issue. Attached is your Pool Agreement for your convenience. Thank you. 

  Customer response

  07/06/2023

   
  Complaint: 20201024
  
  I am rejecting this response because: as you can see today 7/6 the installer ****  called and stated American sale and then discussed a new liner to be delivered under my warranty. Yet you state no warranty is going to be used. I now want my liner that has been delivered under my warranty. This is now fraud on American sale and installer.  You may not keep my liner you got under my warranty, I want my liner since I paid for my warranty. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/07/2023

  Unfortunately as we stated before, this is our policy and you have signed the Pool Agreement agreeing to this. We have already replaced your liner as well as paid for your water to be refilled since this was covered under warranty. What you are asking for currently, is not covered under warranty. A new liner can be sent out once it is purchased by you and then your installer would be more than happy to assist you at your own expense. Again, per your Pool Agreement, page 5, it states that "Liner or pool damage due to punctures from sharp materials, roots or nut grass" are excluded from any warranties. Your pool held water all winter, which indicates that it is not a defect in the liner but rather pool owner damage upon opening the pool. While we understand your frustration, we have done everything we can within our capabilities to resolve this issue for you. Despite our best efforts, we regret to inform you that the matter at hand is not covered by the warranty. Therefore, it becomes the pool owner's responsibility to address it. Please feel free to reach out to your installer for assistance in resolving this issue. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a BBB case on this company already. I purchased a pool, I got an unprofessional leaking broken pool installed. They sent new *************** who then had me purchase a foam ring for my pool to resolve issue and Im having the same issue, a leaking pool. At this point I am beyond frustrated with this company, they can come take the pool back and give me a full refund. I paid over ***** dollars to not even get any use of out of my pool. I am coming out of my pocket to try and fix something that is their issue.

  

  Business response

  05/24/2023

  Hello *********. Thank you for taking the time to provide us with this feedback. We have sent this feedback directly to our *********************** to address. Since this is mainly an installation issue, it is recommended to directly contact your installer for the quickest response.Our team can reach out to the installer for you but it is highly recommended per the install agreement for the customer to reach out to their installer directly before contacting American Sale. Since our installers are sub-contractors and not direct employees at American Sale, contacting them first will allow you to get an immediate response instead of having to wait for the installer to get back to our team, and then hearing from us. After looking into this matter further we see that nothing was reported in our records since your pool re-install in May 2022. We are aware that you have sent pictures of your pool to our *********************** and assure you that we are doing everything on our end to get this resolved. Please reach out to your pool installer for assistance as they will be able to provide a patch for your pool and resolve this issue as soon as possible. Thank you for your time. 

  Customer response

  05/26/2023

   
  Complaint: 20098703
  
  I am rejecting this response because:

  I am not patching a pool I purchased and never got to use correctly. Both sub contractors have not done anything right, working under American Sale. I am not going to continuously go through this every year because my pool was not properly installed these are why these issues keep happening. If something does not get resolved, you can take the pool that is empty once again and unbalanced w/ a ripped liner back and I would like a full refund. This is beyond frustrating to have to keep going through these things. My whole family has pools and never been through what Im going through. It was from the filter, to the pool, to the liner, its like Im not catching a break for a job that was done on your part.

  Sincerely,
  
  *************************************

  

  Business response

  05/30/2023

  Hello *********. We understand your frustration regarding the issues you have encountered with the installation of your pool. We apologize for any inconvenience caused. However, it is important to note that the specific concerns you mentioned fall under the responsibility of the installer. Our pool service department has addressed these concerns and spoke to the installer on your behalf. To address the problems you're facing effectively, we highly recommend reaching out directly to the installer who handled the installation process. They possess the expertise, knowledge, and responsibility to assess and rectify any installation-related concerns. We apologize for any inconvenience this may cause, and we sincerely hope that by involving the installer, they will be able to assist you in resolving the issue as soon as possible. Thank you.

  Customer response

  06/02/2023

   
  Complaint: 20098703
  
  I am rejecting this response because:
  Im not reaching out to an installer who did an unprofessional job from the beginning of my service. 
  

  
  Sincerely,
  
  *************************************

  

  Business response

  06/05/2023

  *********, 

  We're sorry to hear this. Unfortunately the only way this can be resolved is through your installer. They are licensed professionals who posses the expertise and knowledge to resolve this issue. If you would like to discuss this matter further, please reach out to our *********************** at ******************************************

  Thank you. 

  Customer response

  06/07/2023

   
  Complaint: 20098703
  
  I am rejecting this response because:

  The installer is the reason why my pool is having these problems, then American Sale sent another installer who just installed a new liner and no longer works for American sale. Im just getting the run around. This is unprofessional. Its the middle of June second year in a row, still no pool. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a new pool that was purchased by another company and installed in Sept 2022. It was installed and immediately closed for the season. We opened the pool on May 5, 2023 and filled the pool completely with water and added chemicals as usual. The pool was holding water with no issues whatsoever. We went to American Sales on May 14th and purchased a new brush and pole for cleaning the pool. When we purchased the brush we thought it was odd that part of the brush did not go completely in the poo.. After using the brush we noticed a defect in the brush, there clip that did not go completely in the pole has a sharp edge on it and it cut a very small hole in our new liner. We went to American Sales quickly to get a patch to quickly cover the hole to keep it from washing away the sand underneath. I went to American Sales and spoke to ******** she agreed that how I was using the brush was correct and did feel the sharp edge on the brush. She asked me to send over the invoice for the pool to show what liner I had and any other documents. I emailed them yesterday. She called me today and said there is nothing they will do to help me. I am furious, I have a pool that has never been used and now I have to purchase a new liner and also pay to have it installed. I even ask for partial help in this matter and they are refusing. What can be done about this?

  

  Business response

  05/30/2023

  Hello *****. Thank you for providing your feedback and letting us know about this issue. We completely understand your frustration. However, after looking into this matter further, we see that the piece sticking out is actually not a defect but is rather a Kwik Release for the brush which is intended to be used with that piece away from the liner on the top of the pole. It seems as though you have used the brush pointing down, which then scraped the liner, putting a hole in it. Any compensation from this incident would be directly from the manufacturer Ocean Blue, since this classifies as user error. ******** Product Manager is also in contact with Ocean Blue to try and resolve this issue as soon as possible. Thank you. 

  Customer response

  05/31/2023

   
  Complaint: 20082027
  
  I am rejecting this response because: This brush is a round brush and should be able to to be used all round the brush not only on one side. This is not the only problem the orange part sticking out has a sharp burr on the edge of it. So there is a defect on the brush and f there had not been a defect of the sharp burr on the orange tab it never would have cut my liner! Also where is it listed on this brush that even though it is a round brush it can only be used on one side. I need this warning sent to me from the brush.

  When I brought this in to your store associate in ********** they agreed the way this brush fit in the pole did not look correct and they also felt the **** on the side of the orange tab so she told me she had to escalate this to the corporate office
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09 May 2020 I ordered a Hot Spring Rythm hot tub. On 3 August 2020 the hot tub was delivered. By October of 2020 the first of two side panels would need to be replaced. I contacted American Sales for a repair. The first panel took approximately three months to get. After the replacement of this panel it started to fall within weeks of insulation. The second panel on the side of the hot tub started to bow and fall also. Which I contacted spa services to have repairs made. The service technician came out and tried adjusting the panels clips with no success. They ordered panels again due to the manager scratching the one panel up. The panels would take another 3 to 4 months to come in. After the replacements came in one panel was broken and had to be reordered. The panels came in and the service technician installed them losing a lot of the insulation in the corners and not cleaning up the mess. The panels started to fall off yet again and spa service was contacted. *********** sent another service technician out and reinstalled the panels. This issue has been ongoing from 3 August 2023 to 16 May2023. I am think there is a manufacturing defect of the hot tub case/ structure.

  

  Business response

  05/19/2023

  Hello ************* We would like to express our sincerest apologies for the continuous challenges you have faced with your hot tub since your purchase. We understand that the delays, panel replacements, and subsequent issues have caused frustration and inconvenience, and we deeply regret the dissatisfaction you have experienced. We are committed to resolving this matter promptly so you can enjoy your spa. Our team is investigating this matter further. Rest assured, we will take appropriate measures to rectify this situation as soon as possible. We have sent your feedback directly to our *********** Manager to address. A team member will be in contact with you moving forward. Thank you for your time and patience. 

  Best, 

  American Sale

   

  Customer response

  05/28/2023

   
  Complaint: 20065851
  
  I am rejecting this response because:
  How many panels will be replaced due to them falling off. The panels are only lasting two to three months and back to falling off.
  Sincerely,
  
  *****************************

  

  Business response

  06/05/2023

  Hello ******, 

  We understand your frustration and have contacted the **************** regarding the concerns for the body panels of your spa. We have sent them pictures and are hoping to resolve this issue for you as soon as possible. We will inform you with any updates regarding the manufactures response, as soon as we receive it. Thank you again for your time and patience. 

  Customer response

  06/16/2023

   

  I was contacted by ********************* of Allstate, her email is ******************* and ext *******. She left a condescending voicemail stating *********** has been in communication with me. 

  The last message from him was May 27th. I replied to his initial email and 5 min later he emailed the case review was complete. 

  Since that time he has not replied to my emails or phone message. I also reached out to Allstate via ******** and was told June 4th someone would be reaching out. 

  I provided ********************* a screenshot of a phone call to Allstate in March requesting help with this issue. She claims to have record of this. I could have provided this prior to now, however no one has responded to my multiple attempts to request communication since May 27th. 

  I'm attaching a screenshot of this phone call and would like to provide the voicemail left by ********************* today, where she claims *********** has been communicating with me. Please let me know how to proceed.

  
  

  Thank you

  ***

  

  Business response

  06/16/2023

  Hello ******. It seems that this matter does not appear to be related to the open complaint regarding our company. Thank you.

  Customer response

  06/18/2023

   
  Complaint: 20065851
  
  I am rejecting this response because:
  It does relate to American sales. American sales has contacted ******* and made the case. I have not heard back from the case American sales has created. Again the hot tub still has a panel falling off and nothing is still being done. 
  Sincerely,
  
  *****************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received delivery of a $11,500 HotSprings for America Sales in the month of November in 2020. Less then 7 months later 3 things were broken and needed to be replaced. The lady I purchased it from told me that is something happened within the first year everything is covered. (1) Plastic pressure control k*** broke, (3 inch. plastic piece, when turned changes the pressure from one side of the tub to the other side), this may be called the "Spa air control knob". (2) some plastic pieces fell off, (theses are placed over the stop where the water shouts out the sides, one of these are at the tip of each jet). (3) The Water Fountain. This ever worked, looks like this is a defective piece. (When water comes out is looks like a V-Shape steam of water, where is should look like a waterfall I sent an e-mail to ******* sale ******************************************* in November of 2021, and told them all of this. the lady on the phone made me pay of all the pieces up front and told me that the guys will be out. When the guy came out nothing was done, even though the lady told me is was. I was clearly able see all the same things where broke. Then when I tried to get all this resolved again in the next month, she hit me with, "it is winter time and all we can do is give you a call back in spring and schedule something then I was so upset that I left it alone till recently, this past November I decided to start to try again. This time they where trying to get me to pay $150 service fee before they when showed up. Not going back and forth with them they waived the fee only because I threatened them with contacting the BBB.org In December 2022 we made an appointment for them to come out April 10, 2023. To make a very long story short absolutely nothing was done again The Water Fountain doesn't work and never has The Spa Air Control K*** was broken in July 2021, and it is still in the same condition Pieces at the end of the jets are still not attached Please help!

  

  Business response

  04/18/2023

  Hello ******. Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback on to our ********************** to address. Our ********************** will be in contact with you moving forward to put you on the schedule to resolve the diverter and jet issues. The waterfall issue is something we are currently looking into. The waterfall is epoxied to the spa shell and has a likelihood of cracking the shell in order to change the way the flow of the water comes out. We have contacted the **************** to get the best resolution for this issue so we can resolve this as soon as possible in the most efficient way. We will be in contact with you moving forward so you can enjoy your spa soon. Thank you for your time and patience.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent almost $10,000 on a hot tub that has broken every year. First year it had multiple service issues with the control panel. Every winter as soon as it freezes the heater has broken. This is the 3rd year in a row now on a 4 year old hot tub that the heater broke and burst a pipe. It takes weeks of mailing and phone calls to even get someone to attempt service. Since its winter and cant be fixed for months they trick you into ************** if we can give us your credit card number. Then they show up and say we cant fix til spring its under warranty but we charged your card for winterizing. 3 out of 4 years with warranty defects preventing use is excessive. Its my 3rd hot tub and the only one I have ever had an issue with.

  

  Business response

  01/26/2023

  Hello ********* Thank you for taking the time to send us this feedback. We're very sorry we failed to meet your expectations. After looking into this matter further, we see that our ********************** offered to waive the service and labor fee. However, in order to put anyone on the schedule, we must have a credit card on file regardless of if the fees are waived or not. Our *********** is not authorized to send a technician out without having a card on file. Unfortunately you refused to do so, which is why we could not put you on the schedule. You are only under warranty for your heater and nothing else. In the case that there is an issue with something other than the heater, you will be responsible for the cost of repairs. We understand your frustration, however we have done everything we can to resolve this issue. If you would like to be put on the schedule, please reach out to our ********************** with your card information so we can come out and repair any issues as soon as possible. Thank you.  

  Customer response

  01/27/2023

   
  Complaint: 18901262
  
  I am rejecting this response because:

  I am tired of the breakage every year. Fixing is not an option. In addition since I would only authorize a warranty repair there would be no charges I would allow therefore no need for a card. Lastly this was how I was tricked last year and charged for winterizing which I did not want. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Hot Springs spa in July 2022 from ********** store. It was damaged upon delivery which they have acknowledged but still have not repaired. I have called, emailed, sent photos, stopped in person in store multiple times. They once scheduled people to repair who never show up. 4 months is long enough. Im also filing consumer complaint with ******** Attorney General. This is an $18,000 purchase. Too much money to be ignored. I will never buy or recommend. The cover clip is broken and front panel corner cracked. This is minor repair but expensive purchase for me and unacceptable to gave ever phone call, email and request for status ignored.

  

  Business response

  11/21/2022

  Hi ********. Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback as well as the images you have provided on to our ********************** to address. Our ************************** has been informed and will be contacting you directly to resolve this issue as soon as possible. We sincerely apologize for any inconveniences this may have caused you and appreciate your time and patience. Thank you. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩