ComplaintsforAlaglas Pools

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a fiberglass pool from Alaglas of Charleston on July 7th,2022. The pool was installed in September of 2022. The amount we paid for the majestic pool and installation $60,000 dollars through Alaglas pool of Charleston. The Manufacture, Alaglas pools of ST Mathews is where the pool was built and purchased from. In their brochure they advertised the thickest pool in the industry at 300ML thickness and a guaranteed warranty for 30 plus years. This is why we chose this manufacture. After the pool was installed, it hasn't made a full year and both ends have collapsed/bowed about 2" downward. Also, the concrete has dropped on the ends. It took the installer 11 months. Both Ken B****** and Joe L**** said there is an issue with this pool. The following week Joe Return with samples that was cut out during the installation of where the light goes. He said the pool was too thin and that there was a structure issue with the shell. Joe had met with the manufacture as well as sending emails trying to get them to replace the pool. The advertise thickness was 300ML and the sample measure 136 to 140ML nowhere near what it should be. The manufacture came out shortly after to inspect the pool, He noticed the ends had dropped. He recommended cutting out both ends and jack it up and back filling. I told him it needed to be replaced. I had Joe provide samples as well as a chart of the last 25 pools they put in from the manufacture. there were 4 Majestic pools on that list that showed the thickness of all four pools. One pool ranged from 469 to 555 and the other Majestic 450 to 495ML. the 3rd one ranges from 391 to 490ML the Wrenn pool thickness is 136 to 140ML. these pools was installed right before and after ours. we have made every effort to resolve this issue. With the amount of money, we spent, and putting 100% trust in both businesses we feel like we have been lied to mislead and abandoned. They should be held accountable and replace our pool. See attachments.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2019 contracted pool installation. Alaglas, Matthews, SC. Installed 2020, with a 3 1/2 inch tilt. Company employees aware, we were not. Concrete poured was not stained and stamped as contracted. Problem with pump immediately. Installed heater, blew 3 times, replaced with same unit. It was too small for pool. Black spots/holes appeared at seams, empty pool fix, black spots appear on steps, empty pool fix. Black spots/holes appear, empty pool 4/2023, find water collecting under pool, no release valve installed originally. Cut hole in center of pool. Took three or more days to vacuum water out, never accomplishing that completely. Patched hole without installing release valve, or completely vacuuming water out. Orange water sat in pool around work area staining pool. Company left pool empty. I noticed bulging, called them, was told to fill pool. Dirty water circulates as we fill and try to regulate water. Dirt follows path to filter as it should and it stains that area as well. We call to have company clean it, they come, say its our fault because its the whole pool. The go to local pool store, buy bottle of cleaner, put half in and instruct us to sweep lightly for a week, then add remaining in bottle. Made by ******. It took two days to fill, over a week and 250 dollars (for the 3rd time), and dirt followed path to filter. We scrubbed for two hours or more, still stained. I have texted and called Bill their service manager constantly sending photos and explaining situation. Hoping they'd come and clean. Today still stained, no plans to come back. Now the pool is lifting out of the ground, cracked the concrete near railing. Its about 7 inches off now. We are writing letter, then suing if no response in timely manner. We have been patient, reasonable (as they were in the beginning of this fiasco), but as senior citizens who have built our forever home, and dreamed of a relaxing pool we have had enough.

  Business response

  04/04/2024

  This complaint came from the side of the business that we no longer have. Alaglas had a former owner and they installed pools as well as manufactured them. When the Pandemic hit, just like everyone else there was a higher demand for pools with less product to work with. There were less than average contractors that took advantage of the situation and being so busy we were forced to to work with what we could get. These installers that were not the best, caused so many problems for our business and customers. as a result of the damage and all the negative things that were happening with our customers we decided to close that portion of the business and focus on building a quality pool that one of our quality dealers could install. 

  Customer response

  04/04/2024

  I am rejecting this response because:

  Alaglas has repeatedly tried to fix the problems with our pool, each time they create another.  Pool originally installed crooked, water found under fiberglass causing cement around pool to crack, heater replaced three times, cracked concrete, holes in fiberglass fixed three times, which required emptying the pool causing the pool to further rise under pressure.  No hydrostatic pressure pump installed although water was absolutely present.  They found water under pool, cut fiberglass, took four days to try to vacuum water out of hole created by them, however it never stopped coming.  Filth sat in pool for days and stained the pool.  Alaglas finally came, after several phone calls, texts, emails, cleaned pool by emptying it 3/4ths of the way for fear of the water pressure pushing pool out of the ground.  They used some white stuff that now turns the pool cloudy and leaves residue on your hands and feet.  They have not answered my calls, texts since.  They to me to contact the warranty company.  Each time they have left they told us to clean the pool which cost us over 100.00 and a large water bill.  I have sent the owner Craig Steven’s three certified mail packets with letter and pictures which has been stamped “refused”.  We have been very reasonable about the installation problem but the company has caused more damage each time they serviced the pool.  I have pictures and email, texts, that timeline damage done, showing when we couldn’t use the pool, and progression of the tilt.  It went from 2” to 5” off.  Mr. Steven’s wrote one letter after a year of problems stating they stand behind the work and they will correct any issues that arise.  This man will not return my calls, and no one at Alaglas will give me a number to speak to him.  I’m not sure he exists.  This is our forever home and they’ve turned it into a nightmare.  I want the pool removed and a refund.  Damage done during removal to our home or yard should be paid for by Alaglas.  Or just refund us what we paid and we will have the removal done.  This has been going on now 3 years.  No one will respond to our calls, texts or mailings.  They can’t blame the original installers for the work.  The plumber, electrician and concrete installers knew the pool was crooked and NO ONE said anything to us.  We would not have poured the concrete had we known and insisted it be leveled.  All of these issues could have been avoided.  We are convinced they sold us a defective pool as these hole continue to appear.  

  Sincerely,
  Kathleen Jordan

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