ComplaintsforASP - America's Swimming Pool Company Of Fayetteville

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am requesting a full refund for improper work performed on our pool piping equipment. On 04/02/2024 my husband had ASP come quote a repair of a pipe that was leaking on our pool equipment. We were quoted $175.00 for the repair and $230.00 for a flat maintenance fee which was a bi-weekly service including chemicals. My husband is pretty diligent on maintaining our pool, so we agreed to the repair only. The next day, 04/03/2024, the repair was made, however odd. No one came to the door to announce they were here, nor did they come to the door once the repair was completed to show us the results, in fact we had no idea they had even left. We did pay in full, and the leak appeared fixed. Upon returning from a vacation on 06/22/2023, we did discover the fix had in fact failed and the pipes were once again leaking in the same spot. My husband reached out the next day, which was a Sunday, asking for a call back, knowing we would not hear from them that day but to have a response as soon as possible. Well, he never received a response the entire week. I reached out via email on 06/27/2024 and was notified they were no longer servicing our area and would not come back to resolve the issue, despite their website still showing ********* as a location. We had to locate another company that could come out ASAP as we had waited almost a week for ASP to respond. Due to this, our pool turned green because the pump was not able to run while the leak was still active. We were now out of pocket two sets of repairs, time, and money for chemicals to get our pool back to a safe condition. Our original quote included a warranty, when approached about this, *** stated that was only for the parts. I informed ****************, the name listed on the email, that their receipt is not itemized, therefore the verbiage of the quote and receipt states everything included was covered by the warranty. "SERVICE - FLAT RATE Repair Leak on Pump (Including PVC, Glue, Labor, and Warranty) QTY - 1, Rate - $175.00, Amount - $ 175.00". We are not seeking financial compensation for the additional cost that incurred during this process, we just want a full refund covered under warranty for work that was not done properly.

  Business response

  08/12/2024

  Unfortunately we have a strict 60 day warranty policy which was stated to client during initial inspection.  Sorry for inconvenience, but have to stick to policy as we have been burned in the past.

  Customer response

  08/12/2024

  Good afternoon, 

   

  Unfortunately, at no time were we told there was a 60 day limit to the warranty, not even in the email thread with the owner was I informed the warranty was for only 60 days.  I was mislead, and told the warranty only covered parts and not labor.  Which is why I responded that the receipt given to us was not itemized, therefore the warranty covered the entire job.  This is the second excuse we have received from this company.  We, gratefully, have not been "burned" like this before.  As stated, we are not asking for the additional cost brought on us by ***'s nonresponse, refusal to correct the error, and neglecting to honor the warranty.  We just want a refund for what we paid for a repair that was not completed.  In the attached email thread, the response to the warranty is attached twice for some reason, but at least both show we were not informed of a ********************************************************** full receipt.  

   

  Thank you, 

  *****************************

  Business response

  08/13/2024

  Thank you for the message. Per our original messages, we moved out of the area and did refer you to other companies who were able to fix the problem.  Also per our agreement we cannot warranty the labor only the parts.  We have no problem sending you partial refund per our original messaging.

  Customer response

  08/13/2024

   
  Complaint: 22116930
  
  I am rejecting this response because:

  I can understand this must be frustrating for you, but you should understand where we are coming from.  Your invoice for the estimate and payment did not specify the warranty was for the parts only.  I would suggest going forward clarifying that for future clients, however what we agreed to was a warranty that covered all listed areas, including labor.  It also was an insult that you stated you advised me/us the warranty was limited to 60 days, when that in fact was never said, verbally or written.  You did notify us that you no longer serviced our area; however, we were asking you simply to come correct whatever error occurred when attempting to fix the leak the first time.  I can understand that for future services you would not come to the area, but to not come and complete the repair you started is poor business and ethics.  As you stated and advised, we did have to hire another company, but only after we received your response to my email, ignoring my husband's calls and emails.  By the time I received a response, it had been five days, and only then could we get on the schedule of another company.  The entire time our pump was off, in ** summer heat, only for the pool to turn green and require multiple chemicals to return to a safe and enjoyable pool.  We did not ask for ASP to reimburse for the added expenses, just simply wanted a refund for a leak that was not fixed.  As a side note, this other company sent two gentlemen to gives us a quote and one told my husband that your company does great work, and this was the first time he was called out after an ASP service was done.  We just did not want to be the exception in your services.  

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

  Business response

  08/13/2024

  Thank you for the message, as we are a company that holds ourselves to a higher standard, and this one obviously fell through the cracks when it comes to communication, and for that we apologize as this is not who we are.  I will be sure to bring this up to our mgmt during our next all staff meeting.

  Respectfully

  Customer response

  08/13/2024

   
  Complaint: 22116930
  
  I am rejecting this response because:

   

  This is a nonresponse to my request.  As you stated, you hold your company to a higher standard, yet refuse a refund owed to my family covered under a warranty.  You have stated you allowed this to "slip through the cracks", I can only assume you are referring to the incompetent work performed, refusal to complete the work, and not honoring a warranty paid for.  While leaving my family in limbo for refusal to acknowledge my husband's request is the only thing you are willing to address truly represents the company that serviced our pool on April 3rd, 2024.  Attached to this is a screen shot of the *** company showing a ********* location still active.  The deceit in our transactions is so unprofessional, in stating the warranty only covers parts which is NOT sited, stating you informed us of a 60-day limit on said warranty that did not happen, and you failed to address the fact that it did not happen, and starting the entire exchange stating you no longer service our area with a website still active is why I came to the BBB.  We are not from this area; therefore, we do not always know who to trust when anything, house, car, or pool, needs servicing.  We rely on honest exchanges with the people we entrust to come to our private residence for any repairs.  This has not been the case, and I hope others are not swindled out of their earned money as my family was.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I signed a contract with ASP Pools of Fayetteville for a remodel of a pool in house we purchased in Dec, 2020. ************** Sturgeon came to our house and told us problems with this pool for quite some time as he had been servicing the pool for the previous owner. He told us that the pool was not built correctly and was leaking water between the spa and pool. He told us the only way to do it correct was to remodel the pool. The contract was to completely rebuild the wall between the spa and pool, redo all plumbing, replace all equipment including a heater for the spa, replace all the tilework and resurface the pool with a ******** Blue finish and make a combined boy of water instead of 2 (1 for spa and 1 for pool). The contract was Dated March 14, 2021 (attached) and specificies that depending on weather, this should take 2-3 weeks to finish. It is March 31st, 2022. The pool leaks worse then it did prior to ***** and his team touching the pool. All the pool lights are leaking water into the walls and my garage. He claims it is not his fault. The pool was finished with a light blue color and the team who refinished it managed to create their footprints on the bottom of the spa and pool. Every time we ask for status, ***** gives excuse after excuse. He refuses to finish or give a date when things would be finished. We have contacted the new owner of the franchise ******* as well as ASP corporate and no one is willing to help us get this job complete or refund us so we can get someone else to finish this job. It is over a year and it is 1 excuse after the other. We have given him close to $50K and the pool and hot tub is ruined and can not hold water. I guess the next step is a legal route. We were having ***** work on this pool while we were still moving from Ca to GA. He kept giving us fake status reports. When we got to GA in July 2021, he had texted us that he was a few days away from completion. We found nothing starte

  Business response

  04/01/2022

  This business was purchased in January of 2022 and is not responsible for previous work and commitments done and made by the previous owner.

  
  

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Americas Swimming Pools (ASP) April of 2021 to replace vinyl liner & to repair concrete decking of the pool. The cost of project was $5,325.00 paid $4,000 to start the work. ***** started not answering my calls. he always had excuses from: He was waiting for the crew that the corporate company hired to finish a huge job, death in the family, mother sick, ***** being sick and hospitalized. These are a few but not all excuses I heard throughout my struggle with ASP. The project was supposed to be finished before Memorial Day. I called daily &texted ***** numerous of times trying to see when the job would start. I finally had to leave a message stating I was calling AMEX to get my $4,000 returned due to contractor not performing the job. He started June 2021. The crew from corporate was squeezing me in while working on a lager job. While installing the liner the crew broke the pool light and couldnt get it installed back. It took the 3 of them to do the repair. They did not put ************** back together properly because the pool have a bad leak. Once the liner was installed and I paid ***** the balance of $1325.00 I called him a couple of days later because water was not staying in the pool, also when swimming in the pool there are rocks or some type of sharp objects underneath the liner throughout the length of the pool. *****************, the liner is not touching the pool floor. I called & text him numerous of times to come over. Again I had say I am filling a complaint with Amex to get my money back. He finally came out 3 weeks later. He confirmed the leak was coming from the light kit and the skimmer area.He said he would get someone out in a day or so to pull the liner back from the concrete. Because the liner had only been installed a few weeks it can be pulled up and reinstalled. Scotts answering machine has been full for a month. I called corporate and got nowhere a bunch of apologys and we are working on it. Its now March 2022.

  Business response

  03/05/2022

  Good morning this is a response to the above complaint.  
  

  I have worked for Americas Swimming ******* the last several years and recently purchased ***** Sturgeons  territories of ASP ********* and ASP Fayetteville in the beginning of 2022. This is news to me. I have been working diligently with the existing book of business to grow the new ownership relationship and it has thus far been going great.
  

  With that being said this is the first time I have ever heard about this situation from either the client side or previous ownership side.

   Ive been doing this a long time and it hurts my heart to hear this.
  

  Me and my team would have and still would be willing to work with the client had we known this was going on.  
  

  If there is anything we can do to help mend this relationship and start fresh I would be glad to help. 

  ***********************, Owner

  Customer response

  03/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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