ComplaintsforAtlantis Pools Inc.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/11/20 Purchased a pool for $17,094 from Atlantis Pool in East Alton. Asked about installation. I was told her their installer was. I asked if there would be a problem getting it installed. Response "will hold it in the warehouse until the weather breaks in the spring and we can proceed with the installation." None of the responses from Atlantis regarding installation stated they were not affiliated or had anything to do with the installation. I was told I pay them separately but was told that **** was their installer for recessed Doughboy pools. Started communicating with **** from Clearwater Pools on 6/8/21. 7/8/21 start of first installation of pool. on 7/9/21 **** said the pool had a manufacturer defect and needed new walls. I immediately contacted Atlantis to ask for a full refund. I was told they cannot refund a used pool since it had been put up. 8/6/21 Second attempt at install with new walla. Installer said again there's a manufacturer defect. 8/15/21 Continually contacting Atlantis asking for refund. Again, states it's not their problem; however, they ordered a new liner for 3rd attempt at install. 9/19/21 **** from Clearwater Pools again states there is something wrong with the pool. April 2022 another new liner is in. **** cannot guarantee the pool can/will be installed properly. He says in 30 years installing pools he's never had this before. Atlantis Pools set our install up with this installer. I would NEVER have bought this pool if they did not provide me an installer who they recommended and communicated with when the pool was in and ready. Atlantis Pools communicates regularly with the installer.

  Business response

  05/03/2022

  (For full response, please see attached document)

  Ms. ******* agreed to the terms of sale when she processed her payment(s) on 9/12/20. Those terms and conditions that she agreed to state that all pool sales and special order sales are considered final, and no refunds will be issued for those purchases.

  Ms. ******* contracted, paid for, and scheduled her installation with a third party that is wholly unaffiliated with Atlantis Pools. Atlantis Pools cannot be responsible for installations that we are not paid for or providing. 

  Ms. ******* will need to seek resolution with her contracted installer or engage another installer to complete her installation.

   

  Customer response

  05/03/2022

  Complaint: ********
  
  I am rejecting this response because:
  Attached please find copies of email correspondence where Atlantis states they notify the installers and state installs will proceed as scheduled. This is indicative of being the contractor and the installer is their sub. Additionally the invoice does not state anywhere that it is cash and carry. Also please find an email from the installer asking for my contact number. How did they have my email? Atlantis Pools works directly with them to get installs.  On 6/22/21 I talked to Bethany at Atlantis pools and told her that **** said he had been busy with liner installs. Her response was that she hadn’t given **** any liner jobs. From written and verbal communications, Atlantis represents as the contractor and Clearwater pools as their sub even though you pay them he installer separately. So when a problem arises, after Atlantis makes a lot of money on the pool sale, they want to step back and claim they are not responsible. I would NEVER have bought a pool if Atlantis did not provide for installation even though payment was separate! Atlantis seems to have a good plan to protect themselves and not be responsible to their customers, people should be notified our purchase was over $17,000!
  
  
  Sincerely,
  
  ******** *******

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