Customer ReviewsforLatham International

I HAVE WAITED A YEAR AND A HALF FOR A POOL. NO ONE AT THE TENNESSEE PLANT WILL ANSWER THE PHONE, RETURN YOUR CALLS, OR RESPOND TO EMAILS. ALSO LATHAM CORPORATE WILL NOT SPEAK TO THE HOMEOWNER. THEY ARE NO HELP. MY POOL BUILDER CAN NEVER GET A HOLD OF THE TENNESSEE PLANT EITHER. LATHAM IS A JOKE AT THIS POINT.

Ordered a liner from pools inc who is affiliated w Latham pools, the liners was not made w the right dimensions given. No response from both parties, they will not honor their commitment to the order. The measurements that were given was from a previous install 16 yrs ago that was exact to fit. They made one that was a generic size. ***** 

Hello and thank you for submitting a review. We are sorry for the frustration this issue has caused you. All of our inground liners are custom made to the measurements received. If you feel an error has been made please reach out to your retail distributor and ask them to submit a claim on your behalf. Once a claim has been submitted we will gladly review this issue for you. Thank you again for making us aware of your concern.

Horrible customer treatment, specifically from Carlee in the Warranty Admin. I filed a warranty repair request for a hole in one of my steps on 07/20/2021. Weeks went by with no response. I called the business on more than 3 occasions, leaving messages, requesting a telephone call regarding my claim. On 09-01-2021, over a month later, I finally received a single email from Carlee in the Warranty Admin. I failed to see Carlee's email in my inbox, so I continued to call and leave messages requesting prompt callback. On 09-22-2021, I finally received a return phone call from Carlee in the Warranty Admin. I explained to Carlee that I had called and left messages on numerous occasions. I questioned why it took so long to get a call back. Carlee immediately cited to her email sent on 09-01-2021, and offered no explanation for the delay. When I asked how long it would take for a repair technician to respond to my property, Carlee again offered no valuable information and only told me she needed me to sign and return paperwork so I could be put on "the schedule." Carlee then made a snide and sarcastic comment, making fun of the fact that I didn't respond to her email for 21 days. Her poor attitude became very apparent at that exact moment. When I expressed my disappointment in her customer service skills, Carlee proceeded to laugh out loud. Carlee was also interruptive and expressed no form of empathy or concern to perception of the problem. When I asked Carlee for her supervisor's name and direct phone number, she only told me that her supervisor's name was Holly. I was not provided with any additional information for "Holly." I told Carlee that I expected a prompt phone call from her supervisor. Nearly two hours have passed and I still have not received a return phone call. In summary, Carlee's lack of professionalism and lack of concern for the customer's perception of the problem was absolutely disgusting. Her conduct was so poor that I actually questioned if it was a scam call. I hope that Carlee's work ethic is not a direct reflection of the company's professional standards. These pools are not cheap to the consumer, and customers deserve better from a company like this.

Hello *****. Thank you for submitting a review. We aim to give every customer an excellent service experience. It is clear we fell short in this instance, and I apologize for any frustration it has caused you. I hope our phone conversation has clarified all your questions and concerns. We are moving forward with your claim, and you should be hearing from our scheduling department as we discussed. Please feel free to contact me directly if you have any additional questions or concerns. Again, thank you for the opportunity to make this situation right. Kind Regards Holly