Customer ReviewsforAmerican Pools & Spas Inc

Would really like to give more stars because our pool rep- Patrick- was great. It is the workmanship and warranty that failed. Work was completed during construction build and final product is ok- grout was left all over tile that we asked to have cleaned and it wasn’t so we had to do it ourselves; beauty strip has gaps all around the edge that cannot be repaired without completely redoing the coping; metal cage has framing twisted and has gapping that was attempted to repair but incomplete; hole in screen that has had a warranty request order in for about 3 months now still not resolved; and drain on deck does not actually drain. We had to scope and repair this ourselves because water was backing up and flooding the deck. Additionally, pool was not built entirely to our specifications that resulted in what should have been a small refund that we never received. The pool finish- there are actually deep footlrints in the gunnite floor but we are done with requests at this point as there is no use in filing a warranty claim. They go unanswered. It is a shame- we love our pool but we would love it more ig it was right.

I would have never thought that American pools & spa conduct themselves in such a manner NOT to adhere to policy and warranty needs as the customer whom the warranty from my builders selected to select as the contractors for homeowners in which purchased products. I have been having problems and have submitted work orders with my warranty with my community builders that is required due to i have a (3) year warranty under contract with American pools & spa to fulfill their obligations when the customer had issues and concerns of problems with their products i.e.. heater pump, cracks in cement , replacement parts etc... With my experience in their warranty department (administrative) some of their personnel are professional and will try to assist you but when it comes to actually coming out to do repairs and having sub-contractors come out to look into the problem you will be dissatisfied with the service. I have received a call that they were coming out and still have not seen them. Very unprofessional and do NOT care about their customer needs. UNSAT rating score.

I am amazed at the consistencies I see in the reviews listed on the BBB compared to my experiences with American Pools & Spa. I have and continue to experience the same issues listed by the reviewers below. American has used the COVID-19 employees don't want to work to justify delays and to explain away poor workmanship. They seem to be competing for sub-contractors but told us earlier in the build that once we got to the final finishing stages, we would be working with their employees and our delay concerns would go away. Didn't happen. Not only did we continue to experience delays the quality got shotty. Some of the issues we have faced include: 1) materials included in the design process and shown on the drawings were not installed and we were later told that they were not ordered, 2) sinking pavers creating trip and fall hazards and puddling water on deck, 3) incorrect pool equipment installed because upgrades selected and paid for were not ordered until the pool fill was complete. Now we have a chlorine and a salt system to treat the pool, one of which we did not need, but ended up paying for both in the build cost, 4) pool surface was never finished properly and looks awful. Gray and horribly discolored areas throughout the pool surface being blamed on our pool maintenance company who had the water chemistry on point until American emptied the pool to refinish the surface but only cleared one large black spot and a water line caused by their workers. They left the remaining areas untouched and did not refinish the complete pool Since the refill we and the pool maintenance company have followed Americans' instructions on testing and water chemistry but because they do not want to fix their original mistake made on the pool surface they are blaming us and the pool maintenance. This $70k and six month old purchase continues to be a nightmare because American still won't honor their words in their advertising, their workmanship, or their customer care policies and provide us with the pool we originally designed and paid for. 5) Their workers left debris all over throughout the build process, destroyed large areas in my and my neighbors grass after wasting acid on it, but the field supervisors are quick to suggest you refer a neighbor so you can get $400 if the referral ends up in a contract to build a pool. What happened to these words from the Thank You Letter we received when we signed the contract with American? "The happiness of our customers is of the upmost importance to us and we do everything in our power to ensure that this is accomplished." Williams *****, President