Complaints

This profile includes complaints for Carlton Pools Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carlton Pools Incorporated

  415 Constance Dr Warminster, PA 18974-2817

  
• 

  Carlton Pools Incorporated

  1450 Wilmington Pike West Chester, PA 19382-8315

  
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  Carlton Pools Incorporated

  1035 Route 202 N Branchburg, NJ 08876-3908

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  Carlton Pools Incorporated

  1740 Lakewood Rd Toms River, NJ 08755-1208

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  Carlton Pools Incorporated

  Route 222 & 100 Trexlertown, PA 18087

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carlton installed a pool for us in Spring/Summer 2023. After this winter, we noticed that many areas of the concrete decking installed are chipping and flaking off, leaving pockets and an uneven surface. Carlton subs their concrete work out to a 3rd party, but our contract for the pool and all work was with Carlton. We had our pool opened on 4/1/25 and reported the issue to their service staff. We didn't hear back. We kept trying to contact them via phone and email. We were told someone would contact us, the concrete contractor would contract us or come out, etc. No one ever got back to us. Finally, my wife spoke to someone at Carlton about the issue about 2 weeks ago. He told her that the concrete is not under any warranty. We had the problem looked at by other contractors and was told that the work is poor quality and we want the issue resolved.

  Business Response

  Date: 06/17/2025

  We do not offer a warranty on decking, nor does any other pool builder in the industry. This policy is also clearly stated in the homeowners contract on page 8, which reads:
  Walks and decking are not warranted against cracking, chipping, raising, peeling, settling, or discoloration.

  Customer Answer

  Date: 06/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23475197
  
  I am rejecting this response because:
  It is understood about the contents of the contract, however, the quality of the work that was done was extremely poor.  It's been looked at by other concrete contractors who have advised us to pursue further action b/c of the poor workmanship.
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid over 60K for our pool and our plaster is scaling. This is not a warranty issue - this is a negligence and poor workmanship issue. Our plaster was installed late fall. According to every pool expert I have consulted, this should not have been done. Plaster companies add extra **************** to pool plaster mixes in colder temperatures to speed up the curing process. This can lead to long-term issues, such as calcium hydroxide and **************** bleeding into the pool water, raising pH, alkalinity, and calcium hardness. This can also cause rough surfaces, muddling, scaling, and calcium crystal formation on the plaster. All of which we have in our pool. This is not a water issue. I have the pool professionally serviced and digital reports run weekly. The plaster is the issue in this situation- no matter what actions Carlton has taken, it continues to scale.Carlton pools has already taken responsibility for the poor workmanship when...1) they performed an unsuccessful acid bath in May 2024 2) had the plaster company come in May to drain, acid wash and sand it and refilled the pool 3) a representative from Carlton texted on Nov 13, 2024 that "we will come out beginning of April, remove cover and see what the finish looks like. I will have a plan with the plaster company as to how to address if the finish is all scaled up"Now suddenly that same Carlton representative is stating that "the continued build up of the calcium on the pool surface is unfortunate, but also does not fall under the warranty. The plaster installer has indicated that they have no warranty issue to address." This is not a warranty issue. It's poor workmanship at best, negligence at worst. We request that the plaster be replaced or that we be compensated appropriately to have someone else replace it.

  Business Response

  Date: 06/05/2025

  We have plastered hundreds of pools during the fall season without issue. The concerns you're experiencing stem from one critical factor: water chemistry.
  A newly plastered pool requires careful and consistent maintenance, especially during the curing process. This includes closely monitoring and adjusting the pH, alkalinity, and calcium levels. It is strongly recommended that water tests be conducted daily during this initial stage, as proper water balance is essential for successful curing.
  Once these levels fall out of the recommended range, calcium buildup can quickly form. Unfortunately, once calcium deposits appear on the surface, they can be very difficult to remove and manage.
  Carlton Pools has not assumed any responsibility in this matter because it is not a warranty issue. The root cause lies in improper water chemistry maintenance, not any defect in the plaster or its application. We have only sought to assist the customer in addressing the ongoing issue. As the customer has acknowledged, even the ******* manufacturers representative confirmed there is no warranty issue to be addressedit is strictly a water chemistry-related issue, which falls under the homeowners responsibility.

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had reoccurring issues for the last 10 years of a pool leak. I have spent countless dollars on water filling this pool that keeps leaking and they will not help

  Business Response

  Date: 08/27/2024

  We are currently working with the customer.  We are arranging a time to pressure test the pool.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a brand new heated pool built by Carlton pools in 2022. The warranty on the pool is for 3 years. However, I have sent multiple emails for past 1 year to Carlton pools regarding my gas line that was installed by them for pool heater, that it is leaking. But Carlton pool have not addressed this issue, not they have responded to my emails. Its very frustrating that a reputed company like Carlton pools is not honoring their own warranty or even address this issue.

  Business Response

  Date: 04/23/2024

  The gas installer did call the Township and the gas line did  pass inspection. 

  Customer Answer

  Date: 05/06/2024

  The pass of inspection is not where their responsibility ends.
  Carlton Pool has the responsibility to make sure the pool along with all accessories are working per designed. 
  There is a leak, whivh they are trying to shrug off.
  This is not accaptable.

  Business Response

  Date: 05/08/2024

  The gas plumber will be calling **********.  

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to get Carlton Pools to complete a repair that was under warranty for 3 years. We have contacted several people in the organization to no avail. There have been emails, phone calls and site visits, but nothing gets scheduled or completed.

  Business Response

  Date: 03/27/2024

  We spoke with customer and will be scheduling the repair.  

  Customer Answer

  Date: 03/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 as long as the repairs are completed. The repairs are scheduled for the week of April 22nd.
  
  Regards,
  
  *************************************
  
  

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have contracted with Carlton Pools to construct an indoor pool at our house. On November 17, 2023, while filling the pool and fixing subsequent leaks, equipment malfunctions and water chemistry, they identified a leak in the drain line that is now under a stone floor, radiant tubing, concrete slab and crushed stone. Rather than inform us of the leak, they plugged the drains. On November 28, 2023, one of their staff mentioned the leak to me. Since then, I have been told I need to speak with ***** *********, Head of Construction. ***** refuses to return my calls or answer my emails. He did speak once with my husband during the week of 12/4/23, and stated that a pool of our size really doesn't need the drain line. We have been clear that we would like the drain line repaired. Subsequently, one of his technicians, Pablo, said ***** had instructed him to tell us they will take care of it "after the holidays." Sometime between December 14th and December 17th, someone came and cut the drain line - presumably to insert a camera to diagnose the leak - without notifying us. On 2/9/24 we failed our final inspection (see attached). I emailed our sales rep., *** ******, who spoke with ***** ********* and assured me I would be hearing from him. To date, I have not.

  Business Response

  Date: 03/12/2024

  We are currently working with the homeowner on resolving the issue.

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered our safety winter pool cover back in August, 2022 and place the ordered directly with the construction manager *************** of Carlton Pools and we still haven't received it. They placed a temporary cover on November 1 , 2023 and they wanted us to sign a waiver because the safety cover that they measure for wasn't going to meet the requirements to deem it safe by law, They claimed that it was because of the faux rocks that they installed around our pool. We refused to sign and told them that they should of told us that when we originally ordered the pool. They sent out serval service employees about seven times to measure the pool and to look for options to make the cover legally safe. We still have not received the pool cover and we are expecting a snowstorm soon that can ruin our pool. We also have a toddler living here that can go in the yard and possibly drown in the pool and they still refuse to come and have been ignoring all of our calls. Respectfully, ******* & ******* ***

  Business Response

  Date: 12/13/2023

  Our Service Manger has been in direct communication with **. ********** There were some issues with the engineering.   The cover is manufactured and is shipping next week.  As soon as the cover is received, it will be installed. 

  We do apologize greatly for the inconvenience.

• Initial Complaint

  Date:11/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed contract on 8/27/22 for a spring of 24 completion. 14 months later and I have a hole in the ground that loses water and a runined brand new marble patio. Water did not go into pool until late July. Pool leaked immediately. My brand new patio had to be ripped up. Still has a hole in it. After that repair the pool continued to leak. 3 months passed. Calls, emails, texts all ignored. Finally came out. Pool was leaking in 5 more locations. Pool had to be drained & repaired. Closing and cover was scheduled for Wednesday Nov 1. Day beofere I recieved an email asking for final payment or pool would not be closed. Basically holding my cover ransom. I refused. They did not come. Pool is still elaking and has lost another 2-3" of water over the last several days. It fell below freezing after Wednesday. Now my cleaner pump is leaking because they let it freeze. After communication between attorneys today they are still demanding payment for a leaking pool with a horrifc plaster job and no assurance that my ground below the pool is stable after them allowing my pool to leak for months. This is the worst company I have ever dealt with. Zero communication. Lies. Lack of accountability.

  Business Response

  Date: 11/14/2023

  We have been in communication with the homeowner and working on resolving their concerns.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From the beginning of my pool being built to now experience has been nothing but a disaster they never fit. Got my custom covers put in on time Ive chipping in my pool they seem not to care. I spoke to the owner directly, who has no care about customer service made it like it was a hassle that was talking to him. Had no interest in speaking to me call me a baby know if you spent $125,000 in the pool expect some level customer service and they dont care. I dont care that my pool as chips rust they even told me that I have to pay for refilling my pool for their product feeling.

  Business Response

  Date: 06/21/2023

  The customer called in on Monday June 19th to report an issue with the pools' interior finish.  24 hours later,  the customer blew up the whole company; wanting the Owner to  come to  his house, which is not   standard protocol.

  We did reach out to coordinate a site meeting  for someone from Carlton to  come out to assess and address.   Our Construction Manager  is planning on meeting  with the customer Saturday June 24th.

  We look forward  to working with the customer to remedy the issue.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been chasing Carlton Pools, specifically ******************* - Warranty repairs and ********************* - President for over 3 years to perform warranty work on my pool. The pool has been leaking water during the pool season to the tune of between 500 and 650 dollars per month. Carlton is not interested in performing the warranty work and has been avoiding me / not responding to email, phone calls, texting. Please take a look at the last year of interaction with ************ with zero action to take care of their warranty issue.

  Business Response

  Date: 04/06/2023

  We have been in contact with the customer and are working on getting this resolved