Complaints

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:05/25/2023

  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.

  2019 contracted pool installation. Alaglas, Matthews, SC. Installed 2020, with a 3 1/2 inch tilt. Company employees aware, we were not. Concrete poured was not stained and stamped as contracted. Problem with pump immediately. Installed heater, blew 3 times, replaced with same unit. It was too small for pool. Black spots/holes appeared at seams, empty pool fix, black spots appear on steps, empty pool fix. Black spots/holes appear, empty pool 4/2023, find water collecting under pool, no release valve installed originally. Cut hole in center of pool. Took three or more days to vacuum water out, never accomplishing that completely. Patched hole without installing release valve, or completely vacuuming water out. Orange water sat in pool around work area staining pool. Company left pool empty. I noticed bulging, called them, was told to fill pool. Dirty water circulates as we fill and try to regulate water. Dirt follows path to filter as it should and it stains that area as well. We call to have company clean it, they come, say its our fault because its the whole pool. The go to local pool store, buy bottle of cleaner, put half in and instruct us to sweep lightly for a week, then add remaining in bottle. Made by ******. It took two days to fill, over a week and 250 dollars (for the 3rd time), and dirt followed path to filter. We scrubbed for two hours or more, still stained. I have texted and called Bill their service manager constantly sending photos and explaining situation. Hoping they'd come and clean. Today still stained, no plans to come back. Now the pool is lifting out of the ground, cracked the concrete near railing. Its about 7 inches off now. We are writing letter, then suing if no response in timely manner. We have been patient, reasonable (as they were in the beginning of this fiasco), but as senior citizens who have built our forever home, and dreamed of a relaxing pool we have had enough.

  Business Response

  Date: 04/04/2024

  This complaint came from the side of the business that we no longer have. Alaglas had a former owner and they installed pools as well as manufactured them. When the Pandemic hit, just like everyone else there was a higher demand for pools with less product to work with. There were less than average contractors that took advantage of the situation and being so busy we were forced to to work with what we could get. These installers that were not the best, caused so many problems for our business and customers. as a result of the damage and all the negative things that were happening with our customers we decided to close that portion of the business and focus on building a quality pool that one of our quality dealers could install. 

  Customer Answer

  Date: 04/04/2024

  I am rejecting this response because:

  Alaglas has repeatedly tried to fix the problems with our pool, each time they create another.  Pool originally installed crooked, water found under fiberglass causing cement around pool to crack, heater replaced three times, cracked concrete, holes in fiberglass fixed three times, which required emptying the pool causing the pool to further rise under pressure.  No hydrostatic pressure pump installed although water was absolutely present.  They found water under pool, cut fiberglass, took four days to try to vacuum water out of hole created by them, however it never stopped coming.  Filth sat in pool for days and stained the pool.  Alaglas finally came, after several phone calls, texts, emails, cleaned pool by emptying it 3/4ths of the way for fear of the water pressure pushing pool out of the ground.  They used some white stuff that now turns the pool cloudy and leaves residue on your hands and feet.  They have not answered my calls, texts since.  They to me to contact the warranty company.  Each time they have left they told us to clean the pool which cost us over 100.00 and a large water bill.  I have sent the owner Craig Steven’s three certified mail packets with letter and pictures which has been stamped “refused”.  We have been very reasonable about the installation problem but the company has caused more damage each time they serviced the pool.  I have pictures and email, texts, that timeline damage done, showing when we couldn’t use the pool, and progression of the tilt.  It went from 2” to 5” off.  Mr. Steven’s wrote one letter after a year of problems stating they stand behind the work and they will correct any issues that arise.  This man will not return my calls, and no one at Alaglas will give me a number to speak to him.  I’m not sure he exists.  This is our forever home and they’ve turned it into a nightmare.  I want the pool removed and a refund.  Damage done during removal to our home or yard should be paid for by Alaglas.  Or just refund us what we paid and we will have the removal done.  This has been going on now 3 years.  No one will respond to our calls, texts or mailings.  They can’t blame the original installers for the work.  The plumber, electrician and concrete installers knew the pool was crooked and NO ONE said anything to us.  We would not have poured the concrete had we known and insisted it be leveled.  All of these issues could have been avoided.  We are convinced they sold us a defective pool as these hole continue to appear.  

  Sincerely,
  Kathleen Jordan