ComplaintsforSan Juan Pools

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new fiberglass pool The pool install attempted by Blue ********** Services in ************* ******* who is the retailer for san juan pools. Pool was damaged upon arrival at the ********************. Along with multiple cracks the pools appearance did not look good. San **** came out and repaired the damage but since then the damage has re appeared. All damage not solely on San Juan Pools because the retailer is a poor installer. After 8 months we still dont have a pool installed because of bulging/wavy walls and multiple cracks on the ledges and the steps. According to Ultimate Pool Restoration we now have some structural damage along the long side of the pool. Your help in this matter is greatly appreciated. Thank you!

  Business response

  11/29/2023

  ************ Fiberglass Pools is dedicated to ensuring the products we produce are received without issue and works to immediately correct if any are uncovered. Unfortunatley with this pool shell, there was far more extensive damage that occured after the pool was in posession of the installer than could be corrected in the field. San Juan Pools has remained in constant contact with the customer to assist with the situation in any way possibile. San Juan Pools and the customer have come to a resolution within the means of our abilities as a manufacturer to assist in rectifying the situation. Unfortunatley the pool installer, as a privately owned and operated company, will have to anwer to the customer as far as what their resolution will be from there end.

  The customer knows they can contact our offices at any time and speak directly to our team.

  Customer response

  12/10/2023

  San Juan Pools has agreed to a full refund for the fiberglass shell. ************ is supposed to pick up the shell and issue the refund on Dec. 14, 2023. Thank you for your help in this matter. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a San Juan pool installed by AP Pools had a issue with the tile that was installed by them it was falling off a month after it was installed I notify them immediately it took them 7 months for the rep to come out and look at it to tell me it was not under warranty.They offered me to remove all the tile but not install new since paid around $1500 for tile I expect a refund for that.The installer or the Rep will noy return my texts or phone calls.I can't find information for the main company to go over there heads for results what can i do. Thanks **** ********

  Business response

  05/09/2023

  The San Juan Fiberglass Pool shell the customer purchased was manufactured by our company San Juan Fiberglass Pools and is under our 25-year structure shell warranty. We are more than willing to help with any issues the pool shell may have under warranty. The tile Installation is not under the San Juan warranty.  The San Juan Pool in question was sold to the builder AP Fiberglass Pools. This independent builder is who sold the pool and entire backyard project including the equipment, accessories, Tile installation and anything else the customer purchased from them. Ap pools would be the warranty carrier for the installation of all those products, tile included. Because Ap pools is not owned or operated in any way by San Juan Pools. The best we could do is forward said complaint to Ap Pools and advise they work out these differences. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a pool in 2015. Pretty quickly it developed problems with the gel coat. San Juan came out and did some warranty repairs. The problems never really went away and now the pool has developed a leak. The warranty cover leaks for 25 years. I filled out all the proper warranty forms in late summer as described on their website but after months was told it went to the East Coast division instead of the West Coast division. Months after that I was assured the a local rep would come by. I got a text from Saul the repair guy but by then it was winter. When I called him he said we need to wait until spring. I called in Mar and he said wait until Apr. I called a dozen times already in Apr and there is no answer. He does not respond to texts either. I tried emailing corporate and my email returned as refused. When I tried calling corporate all the names I had been working with don’t exist and you can’t proceed with a call without a name to work with.

  Business response

  04/12/2023

  Good Afternoon Ms. ********,

  We apologize for the frustrations that you have been experiencing. Anything from the BBB comes straight to the Eastern Division and we will have our warranty administrator contact you directly. Eloy, Arizona, the western division, is definitely the people you need to contact for service requests. I have spoken to Kevin S****, the Sales Representative for your area. He stated that he would reach out to you in the next few days for more information in regards to your pool shell. 
  
  Let me see if I can clear up some miscommunications that may have occurred. Firstly, any gel coat repairs are completely dependent upon the weather. Temperatures need to stay consistently above 65 degrees and sunny (no rain) for proper gel coat cure. Water cannot be put back into the pool 24-48 hours after repairs have been completed to allow for proper curing, as this could cause another failure. The person to repair the pool will tell you whether it is 24 or 48 before water can be returned to the pool.
  
  Secondly, the San Juan Fiberglass 25 year limited warranty covers manufacturing defects to your pool shell only. The San Juan Warranty Technician will inspect the pool to determine if an issue is covered under the warranty or is a non-warranty situation. Contacting a leak detection service in your area will be the quickest way to determine whether the water is leaking from the plumbing system or the shell itself. Stress cracks due to environmental or installation issues are not covered under warranty. Issues due to water chemistry, also called water balance, are also not covered under the warranty. A copy of the warranty can be found on the San Juan Pools website. 
  
  The warranty administrator for the eastern division will forward your information to the western division to assist in communication.
  
  Thank you.

  Business response

  04/20/2023

  Good Afternoon Ms. ********,

  Our warranty administrator has been in contact with you by email for several days now. She has assisted in contacting the proper Arizona employees to make them aware of your need to have your questions answered. The Eastern Division receives all the BBB complaints and has no way to forward them to the Western Division.

  A San Juan Representative does have to inspect the leak at the skimmer before a determination can be made whether it is covered under warranty or not. Kevin Smith the sales representative for your area will be reaching out to you. Saul is indeed the warranty technician for your area. We do apologize that it is taking longer than usual for the appropriate people to contact you. 

  You may continue contacting our warranty administrator to assist in communication with the Western Division. 

  Thank you.

  Customer response

  04/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The representative did come by and explained all the reasons this issue and any future issues will not be covered.  It's the city water's fault, it's the environment's fault, it's the sanitizer's fault.  None of that is covered.  I appreciated his honesty.  Bottom line if the pool doesn't fail in the 1st couple of years, it's probably not covered.  Thank you for clarifying things.

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

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Had nothing but problems with this pool , still have red spots and stains, our contractor over tightened the heat pump and broke it and said it was a freeze brake which according to the other pool companies, it was not. It was still under warranty and he wanted to get paid. Cleveland who represents you is a poor contractor , doesn't take resposibility for anything. We have had nothing but problems. Concrete looks horrible, pool still has staining and rough spots, took 6 months for you to come fix and had to drain pool to do so. Not happy with the product at all.

  Business response

  03/30/2023

  Good Afternoon Ms. ********

  Unfortunately, Arizona Environment Container Corporation DBA San Juan Fiberglass Pools is the Western Manufacturing Division. They have their own warranty department. I will have our warranty administrator contact you in regards to the people you need to speak with directly.

  Thank you for bringing this matter to our attention.

  Customer response

  03/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new fiberglass pool The pool was installed by the **** ****** of the Palm Beaches (Dan S*******&Rob C********) who is the retailer for san juan pools. Not only took the pool installation longer(over 3mths) then if I would have purchased a concrete pool for a lower price,the pool was left in a total mess Concrete and mortar allover a brand new pool. After countless attempts by myself and my attorney nobody ever showed up again to clean the mess. San juan pool was aware of it but nothing happened. They claim its out of their control what their retailer does BUT this isnt acceptable.

  Business response

  02/10/2023

  As the makers of the San Juan Fiberglass Pool shell, our responsibility is limited to the production of the pool itself. The installation process, pool equipment, decking, and any other related items are outside of our control as they are handled by independent authorized dealers which are an independent operator fully licensed to sell and install Pools and Spas in the location in which it does business.. However, we offer a 25-Year Limited Structural Warranty that you may register with us by snail mail or email. Also, by visiting our website, www.sanjuanpools.com, you may find the warranty initiation claim form and submit to ************************** 

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  But funny enough Kirk keeps this retailer around for some desperate reason knowing just too well how they treat the people who purchase his product.

  shameful.

  Clearly in his mind the **** ****** of the Palm Beaches pays his bills,not customers who buy his product

  isnt that funny.

  they are clearly all best buddies so they stick together thru thick and thin,customers dont matter.

  S*******-C********-Sullivan the dream team.

   

  my next pool will be concrete

  cheaper and faster to get done and way less hassle.

  
  
  
  ****** ******

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Began the install process of a San Juan pool in February 2021. My pool is still not complete as of April 2022. I have had to try and get a repairman and reimbursement on a manufacturing issue to no avail. I was finally able to get it repaired by hiring my own person, but cannot get reimbursement, nor can I get San Juan or it's "Dealer" to complete the actual pool install job. Through the whole process I have been unable to get the contractor to not only complete the job, but help me get my warranty paid by San Juan, as there was a manufacturing issue in the gel coat. The San Juan regional rep told me there was nothing he could do because he was located in Washington State. I had to get my own repairman separately, outside of San Juan, and their "dealer" to come out and fix my BRAND NEW pool, which still is incomplete after over a year. Additionally, I paid almost $100,000.00 and had to get my own electrician on multiple occasions, have the pool contractor fill and drain the pool three times, contact the pool cover company myself because the contractor apparently wasn't paying his bills and they didn't want to give me a cover until he did, get my own guy to come and fix the gel coat, which should have been handled and covered by San Juan, and I still don't have lights, or a final inspection. Not only does San Juan not vet their "Dealers", they do not make it clear that while they have a warranty, you have no availability to it outside of your "Dealer". I actually had to call other pool professionals to help me find someone for the repair. Even the cover people have helped me find other people to try and get my pool done because they feel so sorry for what has happened to us. San Juan has no contact information within their company, and do not have any warranty information or help whatsoever.

  Business response

  05/13/2022

  Consumer Response /* (2000, 9, 2022/05/04) */ San Juan Pools contacted our dealer upon receipt of my dispute. The office manager contacted us quickly and after speaking with her we had a resolution and completion of the project within 5 days. I appreciate them working to get our project taken care of once they recognized the problem. She was great to help us.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DONT buy a San Juan pool. They won't stand behind any defects. It's always your fault I noticed a crack in the shallow end of my pool. I called San Juan out to look at it. The tech drained the pool down to the bottom of the shallow end. He inspected the crack and jumped up and down on the crack and said it was just cosmetic and did not have a void or severe crack in the pool shell. I was told it was cosmetic and would not lead to any damage to the pool. So the tech was suppose to come back and fix the pool but I was blown off multiple times. The one time they did try to come back They called and said they could fix the cosmetic crack with one days notice. I was out of town and could not meet them. Frustrated with their messed up schedule I could not get resolution. So the tech said it's just cosmetic. Well my son called me one day 2 month ago and right where the "cosmetic " deflect was now has a ditch of a crack. They have still yet to come inspect the pool. READ BELOW In resolution

  Business response

  10/18/2021

  Business Response /* (1000, 11, 2021/09/14) */ San Juan Pools have a 25 year limited warranty on all their pools. This warranty covers defect in manufacturing that affects the structural integrity of the pool shell. This customer's pool file has been reviewed in full and the customer has been notified on how to move forward towards a resolution. We hope that we are able to assist this customer as we have in the past, however we must act within the parameters of the pool's warranty in order to continue to provide warranty service to all of our customers effectively and efficiently. Consumer Response /* (3000, 13, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They won't stand behind their warranty. Dig a little deeper and you will find that they never stand behind their warranty and it's a scam warranty. Don't even consider it a warranty because they will never fix anything. Business Response /* (4000, 17, 2021/10/04) */ San Juan Pools has provided this customer with both phone and email contact information to discuss this issue. Additionally, the customer has been contacted via email and certified mail (per customer request) with options for a resolution. Consumer Response /* (4200, 19, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They won't stand behind warranty. Don't buy a San Juan pool

• Initial Complaint

  07/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  IPurchased San Juan pool in the Spring of 2014. Installed and commissioned by Landshapes in May 2014. Landshapes is a San Juan's Vermont authorized dealer. The Pool reference is: Luxor Deep - Blue Stone, 4-040-14-580-F. July 1st of 2019, I notified Jon L**** of Landshapes that the pool finish was blistering and showing some black spots. Landshapes filed a warranty claim with San Juan under their 25 year manufacturers warranty. It took several subsequent requests and until April 30th 2020 when I received a letter from San Juan acknowledging the problem and authorizing the resurfacing of the pool. Tried to schedule the repair last year with no success. Tried it again this year twice, was just told today that they probably will not get to it this year. Pool is a lot worse. I am located in Vermont and the warranty work has to be performed between mid-April and Mid October. The company is unable to schedule the work nor will it give us any indication of when it is likely to happen.

  Business response

  08/30/2021

  Business Response /* (1000, 8, 2021/08/11) */ San Juan pools understands that each customer's pool is of the highest priority. Due to a shortage of staffing leading into the pandemic (which had another set of challenges) we experienced a backlog in service requests that we are taking the necessary steps to correct. There was an employee changeover in the warranty department in early 2021. Since that time, We have been communicating with this customer that we would get these warranty repairs done as soon as possible without neglecting other homeowners who have also been waiting for their repair/service. It has been communicated both verbally and in writing that we have every intention to honor this homeowner's warranty and get this taken care of as soon as the schedule allows. This repair will be taken care of this September.

*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. ↩