Carlton Pools Complaint

Reviewed by MaryLynskey Complaint

0

I am writing to warn anyone considering contracting Carlton Pools to install their inground pool. My husband and I choose Carlton Pools to install our pool in the spring of 1998. Inspite of the higher price quote, we believed the reputation of the company. Within the next two years, Carlton had to send someone to correct problems with the pool. The first problem was a loose light fixture at the deep end of the pool. The second problem addressed loose tiles and two pieces of coping. Both problems were resolved without resistance by Carlton.

In the fourth and fifth year, tile and coping problems persisted. Carlton was called and they subsequently sent the subcontractor to remedy the situation. By the sixth year, major portions of tile were falling off the sides and coping was coming separating from the surround. I placed a call once again to Carlton sending documentation via e-mail. Carlton's response was that the tile and coping had only a three year warranty. I stated that this was an on-going problem started well before the warranty expired AND the fact that they serviced the pool in the fourth and fifth year supported my contention that they were responsible to fix the problem.

The pool company's response shocked me. What I was told was, "We never left an invoice so you can't prove we ever did any work." My husband was infuriated. He called and asked to speak with customer service and within the conversation, he too was shocked. He was told, " Yeah, Carlton never tells anyone that there needs to be waterproofing installed--I don't know why. We can do it for $2000 OR if you want, I can do it myself and save you $500."

We next sought to resolve the situation through our township consumer mediation group. After investigating and interceding on our behalf, our township representative called us and told us that, if we wanted resolution, we need to find it in court. He also added that he hoped we would pursue this in court. The company owner told him that that is the only way he would address the poor construction issues.

The company did sent a representative to assess the damage. He left a repair estimate for $11,000 (6 years after installation). The initial cost of the pool was approximately $25,000.

I would never use this company again for anything nor would I recommend them. They opened a showroom in Richboro, PA because there is a lot of business in reconstruction. Most of it is probably their faulty work. If you decide to try your luck with Carlton, be sure to get an invoice each and every time you have them come out.

I will add pictures at a later date. I am hoping that my son will feature a video of our pools pathetic state on his You Tube site. submitted by Unhappy in Holland

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