Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning of my pool being built to now experience has been nothing but a disaster they never fit. Got my custom covers put in on time Ive chipping in my pool they seem not to care. I spoke to the owner directly, who has no care about customer service made it like it was a hassle that was talking to him. Had no interest in speaking to me call me a baby know if you spent $125,000 in the pool expect some level customer service and they dont care. I dont care that my pool as chips rust they even told me that I have to pay for refilling my pool for their product feeling.

  Business response

  06/21/2023

  The customer called in on Monday June 19th to report an issue with the pools' interior finish.  24 hours later,  the customer blew up the whole company; wanting the Owner to  come to  his house, which is not   standard protocol.

  We did reach out to coordinate a site meeting  for someone from Carlton to  come out to assess and address.   Our Construction Manager  is planning on meeting  with the customer Saturday June 24th.

  We look forward  to working with the customer to remedy the issue.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been chasing Carlton Pools, specifically ******************* - Warranty repairs and ********************* - President for over 3 years to perform warranty work on my pool. The pool has been leaking water during the pool season to the tune of between 500 and 650 dollars per month. Carlton is not interested in performing the warranty work and has been avoiding me / not responding to email, phone calls, texting. Please take a look at the last year of interaction with ************ with zero action to take care of their warranty issue.

  Business response

  04/06/2023

  We have been in contact with the customer and are working on getting this resolved

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Communication has been horrible with this company. We signed a contract for an Inground pool with Carlton in 04/21. As part of the contract we paid for a conversation cove which consists of a ledge, and table. The hole they created for the table insert was unlevel and trying to get them to come fix it was a nightmare.. 4 months of unanswered phone calls from the service manager and the company owner. In addition, we contracted for 50 ft of underground gas line per contract. Their subcontractor did not adhere to the contract snd ran the gas line 1/2 way up the side of our house. It looks like garbage and was not what we agreed to or paid for. We have left NUMEROUS phone messages (probably over 25) and emails and NO ONE is getting back to us. We are ready to start arbitration proceedings. . Do NOT use Carlton pools. They do not abide to their contracts, their subcontractors do poor workmanship and they do not communicate once they have their $$.

  Business response

  10/31/2022

  We did send someone out to correct the issues.  All should be taken care of.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm having a hard time getting rusty bolts replaced after a 2019 renovation by the Warminster location. They have repeatedly told me they would send someone out for over a year but that hasn't happened. the metal is wreaking havoc with the chemistry. Now they won't even return my phone calls.

  Business response

  07/19/2022

  We are going to repair the bolts, we know it has taken a long time to get tis resolved.  I believe our Commercial Supervisor was in contact and and will be out this week to correct. 

  Customer response

  07/25/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me if they complete the job in September as promised. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Carlton is installing an in-ground pool. The contract clearly stated a completion date of "Spring 2022"; which correlates to 6/21/2022. They completed almost all of the steps and took a majority of payments; just to spring a "very major delay" on us on 6/16/2022. The pool remains unfinished and the company will not provide reasonable remedy in accordance with the signed contract. I've attached an email detailing the communications (or lack thereof) with the company.

  Business response

  07/07/2022

  We have spoken with ********************** and are in the process right now of finishing the pool

• Initial Complaint

  05/31/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In 2020, I signed a contract with Carlton Pools (Warminster, PA) to construct a pool. Approximately 4/28/2021 the company came to the property to begin excavation and construction. The pool construction continued until the summer when the construction manager Bud S******** stopped managing the project. After that time, no one would come out to work on the pool. We have been trying to have the company finish the work, and they ignore phone calls and will not finish the install. Currently pumps are not running, drains are not level and equipment is not be connected. The pool is not finished to the contract details .I am trying to get the pool finished. I have paid the company over $160,000 and they are not responding to any of our requests to finish the work.

  Business response

  06/08/2022

  There has been response with several of Carlton employees.  The service department is out there today 6/8/22

  Customer response

  06/11/2022

  Better Business Bureau:
  
  Re: complaint ID ********.

  This is the first time a representative came to correct some of the many issues we have had with the pool. While some of the concerns have been addressed, the company has not completed all the work stated in the contract. This claim remains open until the contracted items are installed and operating correctly. 

  The company has not installed the pool covers.
  
  Regards,
  
  ***********************

• Initial Complaint

  02/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with Carlton to install a concrete pool in Nov 2020. We understood it may be a wait due to the high demand of request. The excavation was started in Sept 2021 , and since then ( 5 months) has been filled with no communication to a timeline to complete). We originally were told 4 to 6 weeks, but we still are not done. They keep delaying each step. So, as of today after physically going to the office, we were told 3 weeks til then come out to do the next step which will involve a town inspection, so that will bring us to April. This will mean a year from start to finish. Keep in mind we have other contractors waiting to start, (hard scape, fence etc.)We would greatly appreciate some help to get this completed, as I know have to cancel my daughters baby shower due to this long delay. Thank you

  Business response

  02/28/2022

  This project started excavation on 9/22/21 and finished excavation on 10/4/21.  In pool plumbing was complete on 10/6/21.  Steel rebar was installed on 10/25/21. Inspections were set with the Township.  Their availability was to inspect on 11/9/21.  Bonding inspection passed on 11/9/21.  The plumbing and steel failed inspection and were re inspected on 11/29/21 for rebar and 12/7/21 for plumbing.  Both inspections passed and the concrete shell was poured/installed on 12/16/21.

  Weather/temperatures did not permit installation of electric and coping and tile.  The Construction Manager did speak with the Customer and did relay that he will have the pool complete prior to his Daughters shower.   

  We are doing the best we can and are not sure what else can be done at this time. 

  Customer response

  03/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *** & *****************************
  
  BBB

  As you read, Carltons response only confirms their continual delay. Once again we tracked them down and they placed equipment on ground after we asked for a meeting. We tracked them down again to see when they will return etc, and were given excuses without a timeline.

  The weather has been ideal all of fall and a good part of winter, so more excuses
  
  Here we are again weeks after they placed equipment with no plan 

  They can finish their job, if they are so wondering what else they can do

  Please advise 
  ********* @ *****************

  Business response

  04/13/2022

  We have been in communication with ************** and the final step of plastering is scheduled for May 3rd.  

*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. ↩