ComplaintsforRoyal Swimming Pools, Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Pool from this company for $4254.24, hired a local pool installation company to get it it installed. When the pool company arrived after being on the waiting list, it was discovered there was no pump. Had to do a support ticket and wait weeks for it to be sent. Then got back on the pool installers wait list. Then they arrived back and did the install, after about 1ft of water in the pool it was discovered the pool liner has a separation in the seam. Pool is leaking! Called this company and I was directed back to the website for another support ticket (warranty claim) from **** that seemed like he could care less about our plight. He said we would have to identify the separation, cut it out and send it in, they would reach out to the manufacturer and eventually we would get a new liner. After telling him how disappointed I was in his response and this companies performance his only solution was for me to spend more money and place a "deposit" with them and they would send the liner and then later work on the warranty claim.Pool Ordered June 1st, 2023; Todays Date July 18th, 2023 and all I have is the shell of a swimming pool and lots of frustration and unhappy kids!

  Business response

  07/21/2023

  The pool was delivered 6/9. The purchase contract allows up to 1 week from delivery for items to be reported as missing. The pump was reported as missing on 6/28 and shipped to the customer on 6/30.

  The customer reported an issue with the liner on 7/18. All *** liner manufacturers liner warranties cover a seam separation where the seam is coming apart. Our customer support representatives are available to assist with filing the warranty claim with the liner manufacturer. 

   

  Customer response

  07/21/2023

   
  Complaint: 20338586
  
  I am rejecting this response because it is simply them giving a scripted response. Firstly, they mention the missing pump and the word contract. We Do Not have any sort of contract with this company. Any purported time limits of reporting missing parts is a policy or theirs, as there is no contract. 
  
  Secondly, I don't care what the manufactures warranties require. This isn't a you sent me a good item that then went bad. This is a you sent me a damaged or deflective product from the beginning. I did not buy a leaking pool, I bought a swimming pool that holds water. 

   

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

  Business response

  07/21/2023

  See attached Purchase Contract

  Order Terms & Agreement - Agreed to By: John *******
  Agreed to terms: Yes
  Customer IP: *************

  The agreement states:  

  The customer must remove the plastic wrap to check the shipment at delivery before signing the bill of lading delivery receipt (***). Compare the number of pieces received to the number of pieces shown on the *** as well as the products listed on the shipment packing list or packing sticker to ensure that the correct number of products are being received. The customer must note on the delivery receipt any missing product listed prior to signing the delivery receipt.

  The customer MUST report any and all missing parts at one time on the Royal Customer Support Webpage and must include a photo of the manufacturers box labels and a copy of the manufacturers  inspection ID label (a photo of the shipping label is not needed). Missing parts from within a manufactures box reported within 7 days of delivery will be shipped to the customer via standard ground transportation. Important: Any boxes or parts that are listed as pieces on the *** that are not noted as missing on the drivers copy of the *** and without a valid exception number cannot be reported to Royal Swimming Pools *** as missing items.

  All products and items have a manufacturer's warranty. The manufacturer's warranty does not cover service calls or labor of any kind. The warranty coverage may require the customer to ship the product or item to the manufacturer's distribution warehouse or to a warranty center for replacement or repair. The manufacturer's warranty in some instances may require the customer to contact the manufacturer's warranty department directly for warranty coverage. Royal Swimming Pools *** can assist the customer with a warranty claim and with the warranty claim procedure. The manufacturer's decision as to the validity of any warranty claim is final. Warranty coverage may not include shipping cost. Warranty claims must be submitted by the customer on the ********************** Customer Support Webpage.

   

  Business response

  07/21/2023

  Email sent to the customer on 7/18 states:

   

  Were also happy to look at photos of the liner seam separation if you prefer a second set of eyes and additional recommendations before mailing in your liner for warranty coverage.

   

  We have not received any photos of the liner. 

  Customer response

  07/28/2023

  There has been no offer from Royal on this matter, just more canned responses.

  Their latest response:
  The pool was delivered 6/9. The purchase contract allows up to 1 week from delivery for items to be reported as missing. The pump was reported as missing on 6/28 and shipped to the customer on 6/30.
  The customer reported an issue with the liner on 7/18. All *** liner manufacturers liner warranties cover a seam separation where the seam is coming apart. Our customer support representatives are available to assist with filing the warranty claim with the liner manufacturer. 

  First of all, their terms and conditions are not a contract and although they would like to hold consumers to them as they are written in their favor;  I believe a court will see things differently. The delay in reporting the liner problem is of their own making. Because there was a missing pump, the pool installation company could not do the install, thus we had to wait for the pump to be sent to us and then after it arrived get back on the installers list to be installed. So, Royals failure to send the ordered pump in the shipment caused that delay in discovering the liner leaks.

  Secondly, the delays caused by them has cost us time, aggravation and a lot of extra money. They can exclude all of these things in their terms, like they aren't responsible for them, but again; I believe a court will disagree.

  Their one sided terms kind of reminds me of the gravel trucks that paint "not responsible for broken windshields" on the back of their truck. Guess what, they are....
  
  I have contacted my credit card company and filed a complaint, I intend to contact my attorney and pursue all legal remedies at my disposal. 
  
  After their obvious distain for customers that have an issue, I will no longer try to resolve this through them. I will pay someone else to fix the problem and I will seek financial retribution from Royal through legal channels.   
  
  

• Initial Complaint

  11/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, pool installer ordered pool over the phone and told the person on the other side of the phone what was wanted, they sent over a design for approval, i approved it based over the conversation the installer and royal swimming pools had over the phone. i received the pool with the underwater lights missing and wrong coping. Coping that was received was for concrete and not for pavers which was explained to royal swimming pool over the phone. Royal swimming pools sent over a boxes of filters (6) i think in era and i sent them back thinking they made a era and sent me filters by mistake a $900.00 value. They told me that i would have to make a claim with the shipping company for the missing lights as if I'm the one who did buisness with the shipping company very unprofessional. They then told me to ship the coping back at my cost and they would refund me for coping era that they made so i went to shipping company and it was $960.00 to ship each box and i had 2 which would of been $1,920.00 which was more then the refund. Total for coping and missing lights are $2,232.97

  Business response

  12/01/2022

  The items shipped to the customer including the bullnose coping were the correct items based on the purchase contract the customer approved. The contract allows a specific time to report missing items. The customer reported lights missing almost 3 months after we emailed the tracking information to the customer which shows the lights as delivered. The customer was shipped 1 case of chlorinators instead of 1 each chlorinator. We emailed a return shipping label for the return of the chlorinators. We have not received the coping the customer requested to return. We are sorry for the problems the customer has had with the pool.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2021. I have been trying to switch a pool pump. I am not a pool person and went by the recommendation of the company on the size. The pump that was sent was too small for the pool. They refuse to send the correct size as they said I chose this one. Again this is the one that I was told to get. My pool installer does this for a living and refused to install stating this was not the correct size. The product was also damaged. I have sent pictures and multiple emails as well as made multiple phone calls which go no where. They want a restocking and shipping fee for something that is their fault. Honestly I thought about selling it outright because it's been so difficult but I can't even do that because it is damaged. I will attach the emails for you. Thank you for any help you may provide.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/22) */ The filter system was delivered via UPS at the end of June 2021. The filter system is adequate for the pool size based on the industry standard. I have been installing pools since the 1980's and I realize some pool installers have their own opinion however our filters are sized based on the industry standards. The customer's contract requires that the customer inspect the delivery within a specific time. The customer did not report any issue with the filter until 3 months after delivery. The customer's contract also allows a specific time for a product to be returned. When the customer made the return request we emailed the return information to the customer the next business day even though the request was beyond the return time allowed by the customer's contract. We told the customer they could return the filter system for a refund even though they no longer had the original box. The customer has not returned the filter system.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ordered a pool back in may and part of it got delivered in june but did not know we only got part of it until finally someone came to set it up and said you only got a 1/16 of your pool. we spent $5577.36 on a 33ft pool and only recieved the plactic top rail and the plastic leg covers.************* and royal swimming pool say there not responsible now. Order # ****** Order Date: 05/15/2021 10:53:59 EDT pool was to be installed labor day weekend and now we have sand pile for pool and no pool and have been trying to get it all figured out but now im getting stiffed.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/15) */ The customer signed for receiving all items at delivery. The customer's purchase contract allows a specific time to report any missing items. The customer reported missing items more than 3 months after the delivery. Our records show all items shipped to the customer. We emailed the information for the customer to file a concealed missing claim with the freight carrier. We are sorry the trouble the customer has had with the delivery.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an inground DIY kit from Royal Swimming Pools on 4/09/2021 paid in full via direct wire from my bank in the amount of $13,403.80. I APPROVED MY DOCUMENTS ON 4/12/21 There were supposed to be 6 shipments and I read on there shipping page it should take 8 -12 weeks. It took over 20 weeks for all the shipments to arrive with alot of Chaos during. Once all my shipments arrived, half are not marked to what they are. THIS IS A DIY KIT. I AM MISSING 2 PANELS IT HAS BEEN 2 WEEKS SINCE I COMPLETED A "TICKET"I have also asked for directions on sundeck and ID of some of the parts.My pool is partially assembled awaiting panels PT1873 I need two of these.I am 6 hours away from this company no reason I am still waiting for a shipment ticket or notification these are a missing parts they should have priority took care of this..I PAID IN FULL APRIL 9, 2021..AND There is no support with the pool..or no one to ask questions to..if you call the guy is a jerk.and acts like you are stupid.

  Business response

  01/05/2022

  Business Response /* (1000, 11, 2021/10/10) */ We have had long delays expected posted on our website for all swimming pool kits. We are very sorry the pool took longer than expected. The steel panels that were reported as missing were delivered on 9/21/21. Consumer Response /* (3000, 13, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I GOT THE TWO PANELS only because I filed this report. I found information online as to how to install the pool that I was supposed to get phone support with. I caution people before they purchase from Royal pools. Once you pay them, they are no longer friendly. I am still working on my pool install October 22 and it is cold in Ohio and rainy now. So I am not even sure if it will get completed. My ground is a muddy mess. When I purchased my pool in first week of April2021 got my last parts September 21, 2021. I have no support from Royal pools. most of the parts unmarked and I as a DIY project person should know what they are called to know where to use them or even if I Have whats on the list. I took pictures of parts and emailed Royal pool, then I had to make a ticket and email them again for Identification thats been over a month ago. I will look it up on google or Dohoneys pools maybe. Never will I deal with Royal pools again. I hope this saves someone else from wasting thousands of dollars.

*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. ↩