Business ProfileforFamily Pools Of Ashland, Inc.

Last fall, I asked for a quote for a pool package that was similar to what a local competitor offered me. I showed the owner the competitor's quote and what was included. The quote she gave me was a little higher than the competitor's quote. I decided to shop a local family store and accepted her quote. I paid $2000 in December 2022 and a balance of $1700 in March 2023. They delivered the pool frame, liner, and skimmer on May 8th. I called the next day because that was all she delivered and she told me the rest of the package was at her store and she would bring it when I was ready for it. On Sunday, May 21st, we built what we had and I called the next day to pick up the rest. She then told me the ladder and filter were on back-order and would be there on May 24th. We then had friends over to install the liner and realized it was the wrong liner design. We had to install it because the pool was built and our help was there. When I came to pick up the rest of the package, she gave me the ladder and the filter/pump system and said that was everything. She did give me a $200 refund because of the liner mix up and then proceeded to tell me that she only quoted me for the actual pool and just gave me $1000 worth of equipment for free. I told her this was NOT true. I had the paper where she took off for the solar cover I did not need and included a winter cover which we never received and adjusted for the cheaper ladder we wanted. The quote from the competitor included the sweeper, net, chemicals, hose, pole, and other basics I assumed she included. I had to purchase these separately for an additional $280 from the competitor because she did not include it in the my package. When I had water delivered, I realized the pool was not the 18' x 52" I asked her to quote, but was an 18' x 48". I would like the winter cover and a substantial refund. I sent her a letter on May 31st giving her the chance to make it right and she has not responded.