ComplaintsforAmerican Sale Corporation

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 15 x30 Panache 54" stainless steel pool on 10/11/23 with American Sale - ************ store for installation in spring, 2024. Payments were as agreed. The pool was installed-twice! The 1st time, it was a disaster, as was the 2nd time. In the first installation, I was extorted for $900 extra by the installer for "moving dirt" which they confirmed several times was the backfill. Although the contract said the backfill was customer responsibility, they told me they would do it, but they didn't. So what was that $900 for? Pool hardware was skimped on and many, many screws and washers were found down in the dirt when I did the backfill myself. In fact, no washers were used in the top rail assembly at all! The supports/braces were not put in properly and both sides of the pool buckled inward, compromising one of the main joists of the deck. The brace work (columns and bands) were not buried properly; they protrude in the bottom pool liner and pose a serious safety hazard. They did not sufficiently put enough sand in the bottom, abandoning a good 1/2 ton of sand in my driveway which should have gone into the pool pit. There was significant damage to several joists in the deck structure (deck was demolished for ease of pool installation) by installers walking and jumping on them which almost doubled the cost of rebuilding the deck. After the blame game was played for a while (it's the installer's fault- it's the store's fault), the installer came back out, drained the pool and reinstalled another liner. After the water was once again put in the pool ($320 for each of the two fills), the metal pool upright extensions and metal bands on the bottom once again protrude up into the pool bottom liner, even more so than the first time. My pool cleaner cannot even clean the pool as it cannot roll over these raised ridges. The pool is still UNSAFE. I sent a letter to the CEO, ****** ***** with a 14 page narrative on July 9th but he has not responded.

  

  Business response

  08/26/2024

  Thank you for detailing the challenges youve faced with the installation of your pool. We sincerely apologize for the difficulties youve encountered. We understand your frustration and are sorry to hear that this was your experience.

  As noted in your pool installation agreement, #6 Decks under General Conditions, it is common for deck modifications to be necessary, especially with replacement pools. Such modifications are typically at the homeowner's expense and discretion to ensure the pool aligns properly with the existing deck.

  Given the nature of the other issues you've described, which are related to the installation itself, the most appropriate course of action is to address these concerns directly with the installer. They are the experts in this field and will be able to assess and rectify the installation problems you have mentioned. Should you need any assistance in contacting the installer or navigating this process, please let us know, and we will do our best to support you.
  

  Thank you for your understanding, and we hope these issues are resolved promptly.

  Customer response

  08/27/2024

   
  Complaint: 22175466
  
  I am rejecting this response because:  1) My contract is with American Sale, not the installer and 2)  The Installer already DID comeout to "fix it".  They made no attempt to correct the problem with the buttresses; they simply replaced the liner.  They have installed this unsafe pool TWICE and obviously cannot fix the problem.  Furthermore, the business keeps finding excuses to void the warranty by citing contractual terms which I am well aware of and have adhered to.  They only want to shift the blame and responsibility to anyone else except themselves.  Even the CEO will not respond to a letter and documentation I sent him.
  
  Sincerely,
  
  ****** Row

  

  Business response

  08/29/2024

  Thank you for your response. We understand your frustration and would like to assist in resolving the issue. We want to clarify that while American Sale is your primary point of contact, the installers are the specialists who have the expertise to address the specific problems with the installation concerns. Our Service Supervisor has been actively attempting to resolve these issues by reaching out to your installer. However, we have been informed that you have not been responding to their attempts to contact you. Our Service Supervisor has noted that they have been trying to get in touch with you and have not been able to reach you. The installers are committed to resolving the problem but need your cooperation to do so effectively. Please ensure that you respond to their communications so we can work together to resolve these issues. Thank you. 

  Customer response

  08/30/2024

   
  Complaint: 22175466
  
  I am rejecting this response because:  The American ************ has NOT been in touch with me at all.  The installer HAS attempted to call but I am not going to work with this installer and have made American Sale aware of this since the installer extorted $900 out of me and installed the pool TWICE in an unsafe manner. Do they really think three times would make a difference???  If American Sale wants to work with me (although they have made threats to void my warranty under false premises), they actually need to call or email me and not claim that they have reached out.   
  
  Sincerely,
  
  ****** Row

  

  Business response

  09/04/2024

  We acknowledge your concerns and would like to clarify that our records indicate consistent communication between our team and yourself up until last week. We have documented correspondence with our pool service team regarding your issues and them trying to assist you. 

  Customer response

  09/05/2024

   
  Complaint: 22175466
  
  I am rejecting this response because:  I, too, have been consistent with requests and documentation including photos, screenshits and videos of the poor workmanship of your contracted installer since April earlier this year.  I rejected the installer immediately yet you forced me to use them BOTH times.  BOTH times, they failed to safely install my pool.  All you have done is threaten me with voiding the warranty, refuse to give me the ability to talk to your CEO and keep insisting I take it up with the installer.  For the umpteenth time, my contract is with you, not your chosen installer.  You have NOT installed my pool safely as per the terms of your own contract.  Even though I continue to reject this joke of an installer, you continue to insist I use them to fix the problems they, themselves have caused.  They have caused enough damage.  Why would you insist I let them cause more damage?
  
  Sincerely,
  
  ****** Row

  

  Business response

  09/10/2024

  Thank you for your patience. We want to assure you that your concerns have been heard and taken seriously. To address the issues with the previous installer, we have transferred your case to a new installer, S&S. They should be reaching out to you, if they have not already, to work towards resolving the problems and ensuring that your pool is installed safely. We appreciate your continued patience as we work to make this right.

  Customer response

  09/13/2024

   
  Complaint: 22175466
  
  I am rejecting this response because: on Saturday, September 7th, a new pool liner was delivered to me by FedEx.  I did not order this, nor did anyone alert me that this was coming.  It wasn't until delivery that I discovered this was from American Sale.  On Tuesday, September 10th, someone from American Sale sent me a text message that a different installer - S&S Construction is going to do repair on October 1st.  Again, I was not asked or notified of this decision.  

  The pool will be closed and winterized long before October 1st.  It will be a hardship to reopen it so that the new installer can destroy the existing structure. 

  American Sale is playing games.  The issue is and remains the buttresses, particularly the iron bands that were NOT buried/entrenched in the April construction. These bands have popped up because they were NOT buried when the pool was constructed in April and pose a real safety hazard to the liner and anyone in the pool when the liner tears.  This is not an easy fix and certainly not fixable by just replacing the liner...again (their 3rd attempt to pivot from the problem).  Since the installation, these iron bands have been compromised by the weight of the water and will not lie straight for any possibility to be properly buried as a subsequent repair. They will need to be replaced and buried properly in a trench in a new installation and that will require all new connections to the posts/buttresses.

  Then we move to the other financial and onerous considerations for replacing the pool to actually make it safe: the removal of the winter cover and re-securing the anchors and pillow, the 3rd time consuming drainage, the high financial cost of water for filling the pool for the 3rd time, the physical re-installation of the stairs and connecting hoses to the pump,removing the pool liner, hooking back up the disconnected pool pump, mineralizer and heater to acclimate the new water fill, the major cost of the physical removal of a newly constructed deck and rebuilding the same after another installation, the inconvenience of cleaning up the pool pit as well as my yard after the installation crew leaves their trash and garbage, taking out the vulcan liner, removing the sticky back cove lining (which will compromise the wall), bringing in and laying down more sand, digging out the posts and blocks, re-backfilling around the structure and the time and expense to balance the water again.  And all this while the leaves are almost ankle-deep from the mature maple trees in the yard.  

  They have known about this problem since late April.  Their attempt to fix it by simply replacing the liner in May was non-productive.  And now, they apparently want to replace the liner again, for the 3rd time. It's NOT THE LINER!  My letter to the CEO on July 9th was ignored and to this day, I have no contact person to discuss this with.  I get anonymous text messages telling me what is going to happen whether I like it or not and I have no say in the matter.  No one has made any serious attempt to fix this; they are trying desperately to placate the situation or sweep it under the rug by putting in new liners and ignoring the construction failure.  Now, I am told that they are sending out another installation group. Why didn't they do this when I first asked for a different installer in April?  Fixing this on October 1st is like fixing it in the middle of January.  The pool is shut down.  They have intentionally missed any window of opportunity.
  
  Sincerely,
  
  ****** Row

  

  Business response

  09/18/2024

  We understand your frustration. To address your concerns, we have escalated your situation to our corporate pool product manager, who has contacted you and left voicemails to discuss this further. To resolve the issues with your pool, the liner will need to be replaced, which is why a new one was sent out. We want to ensure that your concerns are addressed and that you have a clear understanding of the next steps. Our pool product manager will be in contact with you moving forward to ensure your satisfaction. We appreciate your patience as we work to find a satisfactory solution.

  Customer response

  09/23/2024

   
  Complaint: 22175466
  
  I am rejecting this response because:

  Yes, I finally received a call from someone who identified himself with an actual, real name as a product manager, but I have not returned that call yet.  ***** ******* has reached out and left only one message for me. I was advised by the Merrillville store manager that he and any other employee of the company would not talk to me if I even invoked the "legal" concept.  So how can I even have a conversation with Mr. ******* if he's not supposed to speak with me because there may be legal considerations down the road?

  This latest correspondence from American Sale is still an act of their dog and pony show.  They sent a new liner because that's what they say will fix this problem.  It is not.  It is more than the liner.  It is the construction of the pool, specifically the buttresses and iron bands that were not installed properly.  You can replace the liner a hundred times and the iron bands will still protrude the bottom of the pool liner.  They, and the entire foundation of the pool, need taken up and actually entrenched into the earth.  And if those bands are compromised because of the weight that has been superimposed on them and will not lay back down straight, it means an entire new pool construction.  American Sale is gaslighting the problem so that the time to repair this properly will expire, or in other words, refusing to accept responsibility and relieve themselves of the responsibility for an unsafe consumer product.  

  While I much appreciate the BBB acting as a liason (because it is the only way to get this company to respond), I don't feel like we are getting anywhere.  While they have known about this since April and refused to acknowledge my concerns until BBB intervened, we have come to the end of the pool season and it is impractical and near impossible to fix this now; any course of action would have to take place next spring and not only will they claim time has lapsed for them to fix, the onus will fall on me for all the litigating factors like draining the pool (for the 3rd time), cost to refill the pool (for the 3rd time), deck repairs (prohibitive cost), backfilling (again and more difficult because of the deck installed above), water balancing (usually a 2-3 week process). They will claim absolutely no responsibility for any of this, yet because of their negligence, all of it is required. 

  They have proposed another company come out and replace the liner.  This other company, S & **************, is NOT licensed to do business in the State of Indiana.  How is this even legal?  Should a bad situation occur on behalf of this Illinois registered company, neither I nor the State of Indiana would have recourse.  American Sale's use of 3rd party contractors needs serious attention.  The first company, ***********, who created this mess, is a *********** which had its business license revoked in ******* and just reinstated late in 2023.  Had I known that when they came out, I would never have allowed them on my property to botch up this installation as they did.

  It is apparent I need to explore my options because American Sale is not going to come to make this right or even own up to this debacle.
  
  Sincerely,
  
  ****** Row

  

  Business response

  09/24/2024

  We have records of our previous correspondence and our attempts to assist you, and we apologize that you are not yet satisfied with the outcome. Given that you have now retained legal representation, we will direct all future correspondence through your attorney and will ensure that all communications are handled appropriately through those channels moving forward. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pool I order was 54 I had old pool was 52 they didnt install it right .i started complaining right away. They they chopped sides down you slide into wall as you approach walls I asked American Sales to send out rep. ** see for there self they didnt dont really answer questions they sent installer I didnt hire Im pay for pool not installed right water should run to center of pool by chopping sides down I have 52 pool in center 54drop off around pool Im getting now where with either American Sale customer service nonexistent. I believe it fraud paying 54though out only got bad 52 D&R pool installer lies about everything

  

  Business response

  08/19/2024

  Hello ******. We are very sorry to hear about the issues youve experienced with your pool installation. Please know that we take your concerns very seriously and have forwarded this over to our management to address. We have escalated this matter to our ************* Supervisor, who has already reached out to the installer to get you scheduled as soon as possible. Additionally, we are arranging for a new liner to be delivered to address the sizing issue. We appreciate your patience as we work to resolve this situation. We will be in touch moving forward. Thank you you bringing this to our attention. 

  Customer response

  08/20/2024

   
  Complaint: 22153661
  
  I am rejecting this response because:
  
  Sincerely,
  I would like to see extent of work to be done . I know about liner but is whole pool being taken done and installed right pool was installed wrong like to see what to expect to be done beside liner
  ***********************

  

  Business response

  08/21/2024

  Hello ******. We understand your concerns and appreciate your patience. Our ************* Supervisor is overseeing this process to address all issues comprehensively. We have confirmed that your new liner has been delivered. Installers will be coming out to inspect the pool, level the area, and replace the liner to ensure everything is done correctly. For the fastest communication, we recommend reaching out to our service text line directly at ************ with any questions or concerns. This will ensure that your concerns are promptly received and addressed. Thank you again for your patience. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a semi in ground pool a few months ago. After installation the filter hoses came a loose 4 times. Each time the water came out of the pool. I had to refill it each time. I also had the installers come each time to re attach the hoses. I was unable to enjoy my pool for fear of waking up and the water being out of my pool due to these hoses. I have since then replaced the hoses with PVC piping with no more problems. I have reached out to the facility and the headquarters with no resolutions. I would like to be reimbursed for having to replace the hoses . That was a xtra expense I didn't intend to incur.

  

  Business response

  07/26/2024

  Hello *******. Were truly sorry to hear about the difficulties you've faced with your semi-in-ground pool. We understand how frustrating it must have been to repeatedly deal with hose issues. Please note that the hoses and parts were provided by the installer and not by American Sale, so any reimbursement requests or concerns should be addressed directly with them. After reviewing the matter and speaking with your installer, we see that they did not charge you for the parts, and only charged you for the labor. We understand that our store manager has been in touch to help clarify the situation and assist you in resolving the matter. Thank you for taking the time to provide this feedback. Please let us know if theres anything else we can assist you with.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The motor has not generated enough pressure to vacuum the pool. I have had this problem since I have had the pool. Each year I cannot use the pool until August because of this problem. The second year they came to inspect the pool and replaced a part, but it did not resolve my problem. Last year they moved to strictly email their customer service department, I sent an email last year and never responded. I have sent an email again and they have not responded.

  

  Business response

  07/09/2024

  Hello *******. Thank you for bringing this issue to our attention, and we sincerely apologize for the inconvenience you've experienced. We understand your frustration and want to resolve this matter promptly. To ensure we address your concerns effectively, we have forwarded your case to our pool service department. They have informed us that there has been correspondence with you addressing your concerns but no follow up when it comes to scheduling a service appointment. To ensure we address your concerns effectively, we recommend scheduling a service visit to diagnose the issue firsthand. Since your pump and filter are no longer under warranty, there would be a charge for the technician's visit and any necessary parts. To proceed with resolving this matter, please reach out directly to our pool service department to schedule a service appointment so that we can arrange for a technician to come out and provide a detailed evaluation of the problem. We value your business and look forward to assisting you.

  Customer response

  07/09/2024

   
  Complaint: 21946202
  
  I am rejecting this response because: I have had the same problem with this pump I brought this matter to their attention when i replaced the pump after the first year now they are conveniently saying i will be charged because the pump is out of warranty. I tried to contact them last year, but they never responded to my email message. I sent them an email a week ago and have yet to hear from them. I have attached a print screen to show the sent emails to American Sales. They are not responsive, and I have had this same problem since 2021. I have the correspondence from all three years to demonstrate they never fixed the problem. I reached out to you for help. They are not respo0nsive that is why I am seeking your assistance. If you need proof let me know and I will locate all the attempts to contact them. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/10/2024

  Upon reviewing the correspondence between you and the service department, it is clear that there has been a recorded issue with your pump since your initial purchase in May 2021. We acknowledge that you contacted us regarding the performance issues. In July 2021, our service team discussed concerns about using the pump with a 30-foot extension cord, which could potentially void your warranty. Despite this advice, we proceeded with your request to submit a warranty claim and also offered a discount on a new pump. In July 2021, you purchased a new pump, and there were no recorded issues after that.
  

  Additionally,in May 2022, there was a service order related to your Lil Rebel vacuum. A technician came out in June of 2022, and diagnosed a cracked and leaking hair and lint pot, which was causing the loss in pressure. The technician replaced the part during this visit, and no further issues were reported afterward.

  The most recent correspondence with you was on 7/3/24 at 9:32 am,when you reported a pressure issue via text to our service line. About an hour later at 10:47 am, a member of our team responded, advising you to check your pump and filter for potential issues to avoid unnecessary service charges. Our service department also attempted to reach out to you on July 8th, after not receiving a response from your message on July 3rd regarding scheduling a service visit. Unfortunately, we did not receive a confirmation or further communication from you.
  
  We are committed to assisting you and resolving these issues. In order to do so effectively, the fastest and most efficient way is to contact our service department and schedule an appointment for a technician to conduct a thorough assessment of the issues at hand. Our service text line, which you have reached out to us on, is a reliable and recommended method for the quickest response. Thank you.

  Customer response

  07/10/2024

   
  Complaint: 21946202
  
  I am rejecting this response because: I do not disagree with the replacement of the motor my first year (2021) I did use an extension cord until the motor could be grounded. I did have to buy a new motor I do agree with that. I also agree that you did send a repairman in 2022 and he did find aa crack and replaced the part. The Rebel still did not vacuum the pool as i called and reported. I also sent correspondence last summer as you transitioned from speaking to someone and using the email system which you never replied. I did have a folder saved to a desktop from a computer that no longer works and have since be disposed of. I have never been able to successfully vacuum my pool with the Rebel and the amount of time it takes to vacuum with a pool that does not provide sufficient PSI to remove the debris. I do not have proof I have had this ongoing problem since 2021 and I now have to take this loss of a pump and filter that do not work correctly. I will share my experience with American Sales and consider the matter closed. I wish I never walked into your store expecting to have a good experience and buy a pool I could enjoy. It has been the exact opposite. this was a $6900.00 mistake. You have your money, but I have a pool i cannot use.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/12/2024

  We understand your frustration and want to assist in resolving this matter promptly. To address your current situation, a technician would need to come out and diagnose the issue firsthand and work towards a resolution. Please contact our *********************** directly via text at your earliest convenience to schedule an appointment. We have already informed them of your situation and are committed to assisting you. We apologize for any frustration caused. We want to resolve this as soon as possible so you can fully enjoy your pool. We value your feedback and aim to ensure your satisfaction with our products and services. Thank you. 

  Customer response

  07/12/2024

   
  Complaint: 21946202
  
  I am rejecting this response because: i went to your *********** location earlier today before i got this reply, the cost is $249.00 for someone to come out and it is two week waiting list. With all this trouble is it possible to get someone out sooner to at least find out the problem? They said they replied July 9.. i showed the clerks in the store I never got a response. Now i have guests coming in town on the 23rd and my pool cannot vacuum. Can you help me sooner than two weeks?

  
  Sincerely,
  
  ***************************

  

  Business response

  07/16/2024

  As mentioned prior, your equipment is no longer under warranty, so there is a charge of $249 for a service appointment. We understand your urgency and attempted to reach out to you on July 3rd and July 8th to schedule an appointment, but unfortunately, we did not receive a response.

  Currently, our earliest available appointment is 2 weeks out. Our service department is aware of your situation and is awaiting an appointment request. We encourage you to contact our service department as soon as possible to secure the earliest available service date and avoid further delay. We will instruct our technician to bring an additional vacuum to your appointment to rule out any potential issues with your current vacuum, ensuring we diagnose the problem effectively. We appreciate your understanding and cooperation and look forward to resolving your issue.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a 24 ft round pool from American Sales. Our salesperson was ****** and he did a great job. He was knowledgeable and fair. On April 30, 2024 our pool was scheduled to be installed by a company they contracted. They began preparing the area where the pool would be installed with their sod cutter. About an hour into the job, their sod cutter broke and they continued by using a shovel. When I went outside to inspect their work majority of the pool was up. I noticed the bottom rail had large gaps under it, there was a tree root bending part of the bottom rail, the pavers were built up on top of added soil on one end, and numerous support posts were partially off the paver. All of the above was in contrast to specific language in the installation manual. I stopped them from continuing the installation. The lead installer called his boss and I called the salesman, ******, who made a service ticket for me. The following day the owner of the installation company came with 2 helpers. They observed my concerns and improved the work. However, theres still gaps under the track and some pavers are not securely wedged into the soil as the instruction manual states. The owner told me to backfill the gaps with soil. It is stated in the owners manual that backfilling provides poor support and voids the warranty. They also made a 9 inch scratch on the sidewall. I voiced my concerns to the installation company owner and he told me American Sales ************ would call me the following day. No call. I tried to reach out to him that day and the following day, however, he did not call me until later on May 3rd. ***** came to my house on May 6 and inspected the installation. He said the installation looked fine and admitted to me that the installers disregarded the installation manual. ***** offered to extend the installation warranty to a year and mailed me a can of touch up paint. He refused to bring the pool down a couple inches so that it was not built up. Since ***** was not going assist my concerns any longer, I filled the pool only to find leaks coming from the equipment. In my several attempts to get this issue resolved, I was ignored via their customer service chat and my voice calls to corporate were not returned. At this point, I have an installed pool with about ***** gallons of water in it that I do not feel confident enjoying with my family. They clearly and admittedly disregarded the manufacturers directions and its possible my warranty is already void.

  

  Business response

  05/22/2024

  Hello. Thank you for bringing your concerns to our attention. We have escalated your concerns to the highest level of management within our organization to ensure prompt and appropriate resolution. Regarding your communication with *************************, we confirm that he has attempted to reach you via phone and email and is awaiting your response. We understand your hesitation in enjoying your pool however we must emphasize that proper backfilling is essential for the structural integrity and longevity of your pool. Failure to backfill poses a risk of voiding your warranty. We encourage you to refer to your pool agreement for further information on terms and conditions. Once again, we apologize for the shortcomings in your installation experience. Please note that your warranty remains valid, and we are committed to addressing any issues promptly. We will be in contact with you moving forward. Thank you for your patience and understanding. 

  Customer response

  05/23/2024

   
  Complaint: 21719572
  
  I am rejecting this response because:

  I received an email from ************************* on May 21, 2024 in response to the BBB claim. 
  
  
  In his email, he stated that he spoke to the pool manufacturer ****** and they said the dig radius I brought up in my complaint is a suggestion and not a recommendation.  
  
  
  Id like to direct your attention to page 4 of the installation manual under the section in bold titled INFORMATION REQUIRED FOR POOL INSTALLATION. Below the title is a chart that clearly states the requirement for turf removal which is obviously larger than the radius completed by the installer. 
  
  
  ***** email also states that backfilling will not void my pool warranty. 
  
  
  Id like to direct your attention to
  Page 4 of the manual under the section in bold titled Types of Prohibited Installation .  The section clearly states Backfill provides poor support under pool, so you should always dig the high side to level the ground, rather than adding sand or soil to the low side to build it up. Backfilling will void the warranty.
  
  
  Continuing to the gaps under the rail issue. I could completely put my hands under the rail and feel the foam cove.  Id like to direct your attention to Page 7 (step 8)
  The base of your pool should rest on a flat surface with no gaps under the feet or rails.
  
  
  Lets go on
  
  
  Page 8 (step 1)
  For a more solid base under the feet, install solid concrete blocks underneath them. To do this, **** the location of the feet and remove the foot/rail assembly. The blocks should be sunk into the ground so that their upper face is at the same height as the surface of the aggregate already spread and compacted. All blocks must be flushed with the ground, firmly wedged into the soil, and level with each other.  
  
  
  In this case, some of the blocks were built up on top of added dirt above the grass to level and not flush to the ground. 
  
  
  ***** asked what type of resolution I was looking for.  The perfect resolution would be for the pool to be installed per manufacturer requirements outlined in the instruction manual. These are the same concerns I voiced in my initial complaint.  However, we are past that after ***** told me his company disregarded the instruction manual and offered no resolution other than extending  the installers warranty to 1 year.  At this time, I request reimbursement of $1500 or the cost of installation (whichever is greater). 
  
  

  
  Sincerely,
  
  *****************************

  

  Business response

  05/28/2024

  Unfortunately, ***** hasn't been able to reach you after trying to contact you. However, as a gesture of goodwill, we can offer $500 off your installation cost. Someone will be in contact with you moving forward to discuss this further.

  Customer response

  05/30/2024

   
  Complaint: 21719572
  
  I am rejecting this response because:

  ***** has not left a message or called my cell phone. He sent one email which I addressed through BBB.  My phone is on me at all times and I dont miss calls or emails  
  

  $500 as a gesture of goodwill? Your company has completely disregarded the manufacturer installation mandates. You cant buy my warranty from me for $500. 

  Ive had numerous phone conversations and emails with the pool manufacturer, Carvin.  They have told me my warranty is void with any type of backfill which is why the pool preparation area shall be an extra 12 inches on around. This was one of my complaints from the first day and your company disregarded it  

  To resolve this case, American Sales can send a landscaping crew out to dig the required one foot around the pool, hall away the dirt, and prepare the area with weed barrier and river rock.  This will need to be completed in a timely manner (under 2 weeks from todays date).

  
  Sincerely,
  
  *****************************

  

  Business response

  06/04/2024

  The backfill referenced by ****** differs from the backfill specified in our pool agreement. We understand that ****** will be sending you a verified letter to clarify and confirm that backfilling your pool will not void your warranty. Proper backfilling, as outlined in your pool agreement with us, is essential for ensuring the structural integrity and longevity of your pool. Our guidelines for backfilling are in accordance with industry standards and are designed to meet both our quality standards and the manufacturer's recommendations.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This has been an ongoing issue every year since the pool was installed I have to buy a new filter every **** year and they are not cheap! I have talked to the manger at the ***************** location every year about this problem. His response is heres another filter and sometimes he gives me the wrong one so I have to drive alllllll the way back. And he knows when something wrong because he avoids my husband when he comes back in there. I want this fixed by someone Im being told my whole unit isnt installed correctly how the h*** was I supposed to know that. I want American sake to fix this!!!! Im tired of going through this every year. I spend a lot of money at this location and I feel like as soon as they see my husband come in they dint want to deal with him. We dint want to come in every **** year to get help just fix it. And I want to be reimbursed fur all the filters I have been buying. I want someone from corporate ti reach out to me immediately

  

  Business response

  05/01/2024

  Hello *********. Thank you for providing us with this feedback. We deeply regret the recurring issues you've faced with your pool filter and the inconvenience it has caused you. Regarding your interaction with our ***** Stream location, we understand your frustration and apologize for any inconvenience caused. We have sent this directly to our management to address. Our management has informed us that during your recent visit, your husband was looking for a specific filter that we do not carry which was relayed to your husband.Despite this, our team still provided information on the models we do carry that are compatible with your pool, and a purchase was made. It's worth noting that the cracking of the filter typically indicates improper installation and after thorough investigation,we have discovered that an installer not affiliated with American Sale installed the filter. Please ensure that the system is correctly aligned when reattaching it to the pool at the start of each season, and this measure will help prevent any future occurrences of this issue. Thank you. 

  Customer response

  05/01/2024

   
  Complaint: 21645985
  
  I am rejecting this response because: they installed my pool and Ive had issues ever since. You need to fix this. And my husband looking for a filter No! Thats what your reps keep recommending. And then we always have to come back and they are like oh sorry thats the wrong one. YOU sent these people to install my pool now you fix it. This is ridiculous! I want these fixed immediately I so sick of every year having issues with these pool I should have gone with Great Escape like my neighbors they never have issues like this. Make this right come on American sale!
  
  Sincerely,
  
  ********* Edge

  

  Business response

  05/01/2024

  We sincerely apologize for the misunderstanding. You are correct that these installers were initially contracted through American Sale, but they are no longer affiliated with our company. We understand your frustration and assure you that we take your concerns seriously. We have sent this over to our ****************** who will be contacting you promptly to address and work to resolve these issues. Thank you for bringing this to our attention, and we appreciate your understanding as we work to resolve this issue as soon as possible. 
  
  
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a Outdoor Solutions financing charge card with ***** Fargo that I had for over 5 years now. My available credit limit is currently $33k. American Sale offers this ***** Fargo charge card to customers but since I already have one I decided to go purchase a $2500 pool water heater for a birthday gift at American Sale. I had already been to the *********** location a couple days ago and they let me know I would need to pick up in ***********. While at the *********** location a couple days ago I was told I can pay the 10% deposit and pick up the heater at *********** on Monday. So I tried placing the order there first and it was declined. I told the representative I would contact **************** later and just return on Monday to pick it up in ***********. Once I contacted ***** Fargo, they let me know it was declined because it was a high amount purchase and they wanted to verify that it was me making the purchase. I submitted my id to them over the phone and they said they would lift the hold. So today which is Monday I went to the *********** location, gave them my ***** Fargo charge information and everything went through and I paid the 10% deductible. As I'm waiting for them to bring out my order the saleswoman lets me know that a lady by the name of ********************* in accounting is refusing to release the order because she said it was flagged once a couple days prior. I let them know the situation as to why it was flagged in ***********, she even called ***** Fargo to verify all my information but *** still chose not to release it. Then she was having a issue with my address and how can a pool fit there, then said it would need to be delivered and I was willing to even do that. Then she changed it and said she would contact the owner and came back and said he wouldn't approve. I feel discriminated against because my order went through and my deposit was made but this lady still chose to sabotage my order for no good reason even after verifying all my information.

  

  Business response

  04/09/2024

  Thank you for sharing your experience with us. We understand your frustration, and we'd like to address the concerns raised. We apologize for any inconvenience caused during your attempt to purchase and pick up a pool heater. Our policy states that for customers who are not already in our system or did not purchase their pool from American Sale, same-day pickup at the warehouse is not allowed. This policy was implemented to prevent potential scams and as a precautionary measure to uphold security standards. After thorough investigation and consultation, we had reasonable suspicions that the transaction may be fraudulent. As a business, we have the right to refuse service in order to protect the safety and security of our customers and our business. We take racial discrimination allegations very seriously and conduct all our business dealings with fairness and equality. Our decision regarding the pickup of your order was based solely on our standard policy and procedures, without any bias or discrimination involved. We regret any misunderstanding or inconvenience caused and appreciate your understanding of our commitment to maintaining a secure and trustworthy purchasing process. Thank you.

  Customer response

  04/09/2024

   
  Complaint: 21546849
  
  I am rejecting this response because: this business just said they believe this transaction to be fraudulent, I would like to know why they believe that after they talked to my bank directly and ***** Fargo verified everything? Secondly, they say their policy is you can't pick up same day if you'venever purchased from them before...so why when I agreed to have it shipped there still was an issue? This is why I say I was discriminated against because this woman tried to find any excuse to not complete this sale. Please answer these questions and depending on the response will determine how I proceed. 
  
  Sincerely,
  
  ***************************

  

  Business response

  04/10/2024

  Hello ******************,

  We are sorry you are unsatisfied with our response. To clarify, non-residential deliveries are always flagged in our system. So when our team researched the address you asked for the pool heater to be delivered to, we noticed that it was listed as a for sale commercial space. Since it appears that this property is not registered to you, we could not deliver it to the address. At this point, we are not able to allow this purchase due to too many fraudulent indicators. This purchase was cancelled in our system and no money was collected. We suggest finding an alternative business for your needs. 

  Thank you,

  American Sale

  Customer response

  04/10/2024

   
  Complaint: 21546849
  
  I am rejecting this response because: Why does it matter where I ship it to if I already paid for it and why are you invading my privacy researching my address without my consent in the first place?? For the record I don't list my unit number to my address on my id. I told the saleswoman that the order was a birthday gift anyways and not for me specifically. I said it could either be shipped to the persons address or it could be shipped to mine either was fine. Even though initially it was supposed to be picked up anyways. But I've heard enough and will pursue further action going forward. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a spa with a motorized cover from American **** two years ago. Recently (Feb 14) they replaced the seal at my expense (outside of warranty). However, the time the repairmen noticed the cover/top was cracked, they took pictures and reported it. They informed me someone would be reaching out to me. A week went by and I heard from no one, so I visited the *********** ******** store and requested a replacement top. The spa salesperson said all they could do was report it via email to their customer support. Another week went by and I heard from no one. I visited the store again, and the same sales person sent another email. Another week went by and still, I heard from no one. All I am asking is American **** standard by the warranty and replace the cracked top.

  

  Business response

  03/01/2024

  Hello ***. Thank you for bringing this matter to our attention. We're sorry to hear that you have not heard back from our team yet. We have sent this feedback directly to upper management to address. We are working directly with the manufacturer to resolve this issue as soon as possible. A member of our team will be in contact with you moving forward. Thank you for your time and patience.

  Customer response

  03/01/2024

   
  Complaint: 21367439
  
  I am rejecting this response because: 

   

  Although the business (American Sale) did respond promising to replace the broken inside shell, they have not yet set up a date/time and completed the work, I will accept a response once the work is complete.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/04/2024

  Hello ***. We understand your concerns and have contacted the manufacturer and ordered the inner shell replacement. Once it arrives at our facility, we will reach out to schedule a day and time that works best for you. Thank you for your patience while we work to resolve this. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the pool on 10/21 and had it installed in May of 22 using the installers recommended by American Sales. When we opened the pool in May of 23, we discovered a rusted hole in the metal siding. This hole in turn caused the liner to have a hole in it bc of the pressure of the water against the side of the pool. American sale refuses to take any steps to correct this and doesnt stand behind their product that is only two years old. They want us to pay for the cost of the replacement of the pool sides, the liner, installation and shipping. This is like buying a whole new pool. They also stated that the hole in the liner caused the hole in the metal siding. This makes no sense since we never lost any water from the pool. The hole in the metal caused the hole in the liner. American Sales does not stand behind their product. Once you purchase, they wash their hands of you and the product and expect the customer to pay for any and all repairs and replacements and installation again! This pool was only two years old and we expected it to last as long as our last pool that was 20 years old.

  

  Business response

  09/12/2023

  ********************** We're sorry to hear that this was your experience. We strive to always provide positive experiences for our customers and are sorry to hear that this was not the case for you. Our **************** team has been in constant contact with both you and the manufacturer to address this issue. Regarding the wall replacement, our **************** team had previously emailed you after speaking with the pool manufacturer about the cost estimate, which included $558.68 for the wall and $380.00 for freight. To proceed with the order, a deposit of $450.00 was required. However, our records indicate that you hadn't made a decision on whether or not you wanted to proceed and we have not heard a response from you since. We encourage you to reach out to our **************** Department at ********************************************** if you would like to move forward or if you have any further questions or concerns. We appreciate and value your feedback and hope to resolve this for you as soon as possible. Thank you.

  Customer response

  09/12/2023

   
  Complaint: 20575269
  
  I am rejecting this response because:
  Why should we have to pay approximately $3000 for something we paid $9400 for in the 1st place, and in less than 2 years it has a hole in and then I get ****************** from American Sales.
  Sincerely,
  
  *************************

  

  Business response

  09/15/2023

  ****************, 

  We understand your concern regarding the cost of the repair. However, we'd like to clarify that our customer service team made every effort to negotiate the most discounted rate with the pool manufacturer, considering the situation. Unfortunately, the rate offered by the manufacturer was their final decision, and regrettably, we have no control over their pricing. We assure you that the negotiated rate represents the most cost-effective option available. Thank you.

  Customer response

  09/15/2023

   
  Complaint: 20575269
  
  I am rejecting this response because: I dont understand how American Sales can sell a product and take ZERO responsibility for the product they sold. I was told that it all falls on the manufacturer. Then I was told by ********************* that the manufacturer said that the liner caused the issue. Where does that responsibility lie? Obviously American Sales takes no responsibility for their defective products.
  
  Sincerely,
  
  *************************

  

  Business response

  09/18/2023

  We understand your concerns and want to clarify our process. While we strive to provide quality products, we must adhere to the manufacturer's warranty policies, which specify that freight costs are not covered, even when a replacement is warranted. In your case, the manufacturer, determined that the rust issue on the pool wall was caused by pinholes in the liner, which falls outside the scope of a defect in the pool wall and within the pool owner's responsibility. This can be a result from a sharp toy, brushing the liner too hard, long toe nails, and even chemicals. However, in recognition of your situation and as a gesture of goodwill, our Vogue representative and their supervisor kindly reduced the cost to $548.65, which is below our normal cost for the wall. We value your business and are committed to resolving this matter to the best of our ability. Please feel free to contact us if you would like to move forward with the purchase. Thank you for your time. 

  Customer response

  09/19/2023

   
  Complaint: 20575269
  
  I am rejecting this response because:
  First and foremost, the offer your Vogue representative so graciously forwarded was 10 dollars less than the last one, BUT they raised the shipping fee 20 dollars! What a scam! It was stated by the manufacturer, per American Sales that the hole in the wall was caused by a hole in the liner. How would they know that without ever even looking at the pool? Also, the pool never lost water, debunking that theory. Furthermore, our pool was only used for one summer. Does that reflect on the quality of the liner American Sales sells. The nagging issue is still: When will American Sales take responsibility for the products they sell? Looks like never.  

  Sincerely,
  
  *************************

  

  Business response

  09/22/2023

  ****, while we are committed to delivering quality products, we must adhere to the manufacturer's warranty policies, which do not cover freight costs for replacements. The manufacturer's assessment attributes the rust issue to pinholes in the liner, typically falling under the pool owner's responsibility due to various potential causes. As a goodwill gesture, we successfully negotiated a reduced cost for the pool wall replacement. However, our records indicate that a decision hasn't been made regarding the next steps, and we haven't received a response from you. We encourage you to connect with our *************************** at ********************************************** to discuss moving forward. We understand your concerns about the repair cost, but please understand that our customer service team diligently pursued the most discounted rate from the pool manufacturer, albeit the final pricing decision is beyond our control. Rest assured, the negotiated rate remains the most cost-effective option available.

  Customer response

  09/28/2023

   
  Complaint: 20575269
  
  I am rejecting this response because:
  My name is ***** not ****, as I was called in your last response. The nagging question in my mind is what responsibility does American Sales take in the goods that they sell, from this experience I have found out that is none. As typical from anyone that takes advantage of others, a bully you might say, there is no place to write a review on this company, a very negative one I would say. I am just wondering how to get the word out to others to purchase a pool, or any other product, from any establishment other than American Sales. The customer is definitely not the most important part of their business.
  Sincerely,
  
  *************************

  

  Business response

  09/29/2023

  We apologize for the error in addressing you, *****. Your feedback is important to us, and we regret any inconvenience you've experienced. At American Sale, we take the quality and satisfaction of our customers seriously. We aim to provide the best products and services possible. In cases where issues arise, we work diligently to address them within the guidelines of manufacturer warranties and policies. While we understand your frustration, we encourage you to reach out to our *************************** at ********************************************** to discuss your specific concerns so that we can work together towards a solution. Your feedback helps us grow, and we appreciate your time in sharing your thoughts with us. We are here to assist you in resolving this matter to the best of our ability. Thank you. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from American Sales. It is no longer under warranty. On July 26, 2023 the heater stopped working. I scheduled a service appointment. The soonest available was August 31, 2023. On August 22, ********************** via text message that I needed to pay $199 or the appt would be cancelled. I paid the $199 for the first hour of the service. On August 31, the technician arrived and said the circulated pump needed to be replaced and quoted me $299.99 and stated the office would call me to collect payment. The tech left and when I filled the spa it was still not working. I immediately texted to report the problem. I never received a phone call from the office regarding collection of payment. The manager contacted me via text on Aug 31 and stated that they couldnt get anyone back out to fix it and would be in touch on Tuesday 9/5/23 to schedule someone. In the interim they debited my checking account $323.23 without my permission. On 9/5/23 I received a text that they would be back on 9/19. I attempted to dispute the payment of $323.23 and they refuse to reverse the payment or adjust the service date. I never authorized the access to my account for the amount of $323.23. Additionally all communication has been via text messages. See the attached. They have never sent any contracts or invoices.

  

  Business response

  09/07/2023

  Hello *******,

  We appreciate you bringing this matter to our attention and apologize for any inconvenience you've experienced with your recent hot tub service. We have sent this feedback directly to our *********** to address. We would like to clarify that having a card on file is a standard procedure to schedule a service appointment, even if no amount is charged to the card. Any spa service outside of warranty will incur a travel fee plus an hourly rate. This is outlined in your hot tub agreement. This to secure service appointments and streamline the payment process, should any charges be necessary. Regarding the service appointment on August 31, we regret the misdiagnosis of the issue and the inconvenience this has caused for you. We will not charge you for the return appointment to address the ongoing problem, as it falls under our commitment to resolving service issues effectively. We understand your frustration with the timeline for the next service appointment. Unfortunately, our schedule is fully booked until the end of September. We were able to secure an appointment for you on September 19, which is the soonest availability we have. Please note that if there is a cancellation or an available technician at any given moment, we will reach out to schedule a sooner appointment. We appreciate your feedback. We look forward to resolving these issues for you as soon as possible. Thank you.

*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. ↩