ComplaintsforAmerican Sale Corporation

• Initial Complaint

  11/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On October 28 we had our pool installed. The installer left before three inches were supplies to the pool of water which is a breach in contract. We stated several times about water trucks filling the pool. No on stated it was a bad idea or that it will void warranty. They wanted us to use the truck and now we have no warranty. Our pool installed after was 1.5 inches off balance and now with pool filled it is 2-4 inches off. Which is also breach of contract. The companies are all blaming each other and no one Will take responsibility.

  

  Business response

  11/07/2022

  Hi *****, 

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback on to our *********************** to address. We have reached out to you to schedule a day to come out and have an American Sale pool technician inspect your pool to locate the cause of the leak. Thank you for your time and patience and we hope to resolve this as soon as possible. 
  
  
  
  

  Customer response

  11/11/2022

   
  Complaint: 18359811
  
  I am rejecting this response because: pictures and video were taken on my property and no one has responded to my questions of what were they and what issue were there.  Company came out to put in new liner with out any explaination.  The owner **** was suppose to come out to ensure it is level and he did not. ************************* has stopped responding from American sales.  Also American sales has rejected to answer how I am suppose to fill my pool in ***** degree weather in order to safety protect the liner. Which in the contract states filling pool in cold weather voids warranties.  So I reject this response and need further clarification 
  
  Sincerely,
  
  *************************

  

  Business response

  11/16/2022

  Hi ****. After speaking to our ************************ we were informed that upon receiving your message on 11/10 at 5:33pm asking how to fill your pool, they had answered the following day during business hours and said to continue to fill your pool until the water level reaches the skimmer line. We have forwarded this feedback to our *********************** as well as other points of contacts who can assist in resolving this. We have also contacted your installers to reach out and answer any other questions you may have so we can work toward resolving this as soon as possible. Thank you.

  Regards,

  American Sale

  Customer response

  11/22/2022

   
  Complaint: 18359811
  
  I am rejecting this response because: The installers have not reached out .  All the text from American sales stated was they had no clue where the water was coming from. However the 2 employees of the installer stated they were instructed to rip it out and not investigate the water issue.  Also the pool was never releveled as stated by ***** from American sales.  The owner of the installer place was to come out and ensure it was level.  The men did not take out any equipment to ensure it was level.  So I am asking for reimbursement for my water that was wasted from my hose filling the pool. Since the proper steps were not completed by the installer and American ************** want the videos and pictures and I want the report that American sales states what the technician found dated not more than 24 hours after his visit.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a spa and the lights stopped working along with the jets rusting. The spa service came out to service the spa in May 2022 and stated the parts needed to be ordered. I have been trying to email and call to obtain a status update but have not heard back from American Sale. The spa is under warranty but to get service has been very difficult.

  

  Business response

  10/31/2022

  Hi *****. Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback on to our management to address. Our Service Parts Manager has been made aware of this issue and is reviewing your case. They will be reaching out to you to resolve this issue as soon as possible. Thank you for your time and patience. 

  Customer response

  11/07/2022

   
  Complaint: 18332679
  
  I am rejecting this response because:

   

  It has been 6 days and I still have not heard from American Sale besides this response. 

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

  

  Business response

  11/09/2022

  Hi *****. Thank you for letting us know about this issue. We're sorry to hear that no one has reached out. The parts needed for your spa have been ordered and have an estimated time of about 2-4 weeks until they arrive. Our *********** & Parts Manager has been made aware of this issue and will be reaching out to you to assist you further. Thank you for your time and patience while we work to resolve this. 

  Customer response

  11/16/2022

   
  Complaint: 18332679
  
  I am rejecting this response because: I still have not heard from anyone regarding this besides the bbb response. I was previously told that the parts were ordered and never were, which is what led me to the bbb complaint. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service tech come to look at the hot tub on Aug 7th. New motor was needed. Tech said it would take a week or two to receive the part. It has been over 6 weeks and ************* has yet to contact me after numerous attempts at contacting them by phone and email. I have requested that they replace the tub if this can not be resolved because my husband uses the tub to help with medical issues. No response. This was a very expense purchase and I believe that we have received very poor customer service. I doubt we will ever walk into American Sales in the future.

  

  Business response

  10/03/2022

  Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback on to our management to address. After looking into this matter further we have been informed that the part will be in the within the next couple of days. As soon as the part arrives, our ********************** will reach out to you and schedule the soonest date for installation so your husband can use the tub again. Thank you for your time and patience while work to resolve this.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from American Sale in Nov 2015. While the hot tub was under Full warranty There were parts that broke. Had technicians come out to repair. They did a poor job and additional parts broke. Due to covid I had to wait for parts for 1 year. Technicians came to winterize the tub did it incorrectly and once again more parts broke. It has now been 2.5 years of continuous broken parts every time they come out and replace a part and new one breaks due to their inabilities. Since it has been so long there is mold and slim in all the lines and I have health concerns now. They even leave broken disgusting parts lying around when they leave. Everything is covered under the warranty and they are negligent in their service. At this point I want a replacement hot tub for all the problems they have caused. They are not giving me an itemized receipt of the work nor the parts that have been replaced.

  

  Business response

  09/12/2022

  Hi *********** Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback on to our management to address. We see that our *********** Manager has been in close contact with you and has been working towards resolving these issues. We also see that he has been out to inspect your spa and has resolutions for the issues at hand. He is planning to resolve everything by this week, as he is scheduled to come out to you again. We hope to get everything sorted out as soon as possible. Thank you for your time and patience.

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Pleatco Pure start pre filter for my pool online. I paid for the two to five day shipping and I have not received an update on my delivery.

  

  Business response

  06/27/2022

  Hi ***** Thank you for letting us know about this. Unfortunately there have been some technical issues that caused our database to not send out tracking information even though we have fulfilled your order. It should be arriving by tomorrow, 6/27/22 by 7:00pm. We are sorry for the confusion and thank you for your time and patience.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Spa from American Sale in ***********, ********. The circuit breaker continually trips that controls the heater for the spa. Technicians from American sale have been to my home at least six times and every time the technicians say either its a bad circuit breaker was replaced once by them and was supposed to be replaced by them on 6/16/22 and when the circuit tripped again he advised he replaced the wrong circuit breaker.once One technician advised it was the filtration system that trips the circuit. Another technician advised that can not happen and it is a bad circuit. I continually get conflicting stories and no resolution for a spa that is 2 months old.

  

  Business response

  06/17/2022

  Hi *****. Thank you for taking the time to send us this feedback. We are very sorry to hear this. We understand your frustration and have sent this feedback on to our management to address. After looking into this matter further we were informed that the after coming out to fix the breaker, you had asked us not to return to your property and claimed you would fix the product yourself. If there is anything else we could assist you with moving forward, please reach out to our ********************** and we would be happy to help. Thank you.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub and pool. I told the consultant that I had an existing pool and hot tub and needed the same sizes to accommodate my concrete slab for tub and deck for pool. The tub was too large for my slab and I had to extend it after the delivery in December. I was on a waiting list for the pool install and kept calling in the early spring to see when my install date was. They said the weather was causing the delay. I had a friend who purchased a pool from the same location 9 months after me and she had an install date. When I called again, it turned out they had the wrong area code for my phone. They did have my email and address, but never contacted me. The supervisor then called the install company to get me on the list. They came out 2 weeks later and installed my pool. The pool does not fit my deck. I have a 17 gap and it is very dangerous. Not only do I have a gap, but my pool is 6 higher. Its completely in functional. They never came out prior to the install for a site inspection. This problem would of been eliminated if they had. I was never told that the pool would be taller and that I could of had the option to pay to accommodate my deck. I have been calling and emailing the store and corporate office, but I keep getting the run around. I need a pool that will fit my deck safely.

  

  Business response

  06/13/2022

  Hi ****. Thank you for taking the time to send us this feedback. All installations are weather permitting. Installers cannot install a pool in certain conditions, as that *** cause issues during installation. Unfortunately we have no control over the weather as much as we wish we could have installed it sooner. After looking into this matter further we see that our *********************** has taken all the steps necessary to resolve any issues. Ordering the correct pool size is the sole responsibility of the customer per the install agreement which you have signed off on and as is attached for your convenience. Ground leveling is not part of leveling charges and is quoted separately by the contractor. There is no site inspection offered by American Sale. Any site inspection is done through the installer and will only be done if the customer requests so. The homeowner must be present and readily available for the entirety of the installation for proper access to the property, the placement of the pool, and direct communication if questions or problems arise. Failure to communicate with your installer during installation waives American Sale liability of any inaccuracies that were due to lack of communication with the customer. In regard to the deck, if a customer has an existing deck then the installer will determine if modifications need to be made with approval of the homeowner. Some people prefer their pool to be higher than their deck for safety reasons. If you did not discuss your preferences with your installer, then unfortunately there is nothing more we can do. The safest option for your gap would be deck modifications which is something that can be discussed with your installer at an additional cost. Please refer to your install agreement for clarification or reach out to your installer for more information. Thank you.

  Customer response

  06/19/2022

  
  Complaint: 17413937
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  06/21/2022

  Hi ****. Were sorry to hear this. We have taken all the steps necessary to resolve any issues that are in our control. After looking into this further we see you have personally spoken to the Head of our ************************* You have also been in contact with the highest level of Customer Relations via email, both who are in supervisory capacities and the highest points of contacts in their respective departments in our corporate office. You have also spoken to ******, who is this General Manager at our ************ store. It is the customers responsibility to correctly measure the size needed for the property. Our Pool Product Experts can provide valuable information that is needed when purchasing a pool however ordering the correct pool size for your home is the sole obligation of the customer. This is not the fault of ********************** Sale nor the installer. All of this information is found in your pool install agreement, in which you have signed off on. Unfortunately we have done everything possible to resolve this but there is nothing more we can do. Thank you.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the pool in September 2021 from the Merriville ******* location. We asked when we purchased it when it would be installed and we were told mid April that we would be first on the list . We asked if they could hold the pool until closer to install date so that we could still use our garage for winter . We were told yes. April comes around and we heard nothing . I call up there and find out our pool will be delivered April 5th. Pool gets delivered and we still dont hear from an installer. They say give it a few weeks . At this point we are at original install date. We finally get a call. The company cancels on us and rescheduled. They then no show us the second time and dont take our calls we finally get a hold of them and they come out and tell us **** is the earliest . He tells us its American sales fault we were never placed on install list. I call American sales up asking for a manager. Manager tells me Im a liar salesman wouldnt give me an April date . Then he tells me they changed their policy that install goes by pool delivery date . I find out I was played and they had me talking to another salesman not really a manager who says he will contact me after weekend. No one calls. I finally call up again and get a real manager on phone . He tells me he will figure it out. He gives me a new installer . They call say May 13th . They have us turn in permit and we hear nothing . We call after install confirmation text to see if they have permit done , they dont answer . We email them and its not a valid email . We call the town and they say they arent a licensed installer in town and never came to apply for it. I call American sales and they dont seem to take anything I say serious or seem concerned.They make jokes that my horrible experience is almost over . They dont care at all. Still no call from installer just short vague texts. We dont even know if our pool will ever actually be installed as we dont have a legitimate installer.

  

  Business response

  05/13/2022

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

  We looked into your order and see there was some issues with the installer getting bonded in your town. It now appears the town will take 10 business days to process this bond. So as soon as that occurs, we have assurances from the installer that they will install your pool right away. We apologize for the delay and hope to get this resolved for you as soon as possible.

   

  Thank you,

  American Sale

  Customer response

  05/17/2022

   
  Complaint: 17198167
  
  I am rejecting this response because: I Have spoken to our town hall today 5/17/22  and D&R Installs has not even gone into the Town of ****** to apply for their license yet, so this is false. Also, The pool company is not even answering our questions about it as well. There is no communication back from them.
  
  Sincerely,
  
  *************************

  

  Business response

  06/06/2022

  Hello,

   

  We have been informed that the pool was installed to the ********* satisfaction and would request that this complaint be closed. 

   

  Thank you,

  American Sale

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 27th, 2021, I had bought a new pool liner for my above ground pool for $474. I went to the associate working and gave her my phone number to look up the original liner I had, since I wanted the same exact liner.Judging that the associate would have given me the right liner, I never opened it and waited until my pool installer to install it. Simply, because I knew if I opened the package, it would void the liner and I was led to believe that this liner would fit properly and be the same exact liner I had prior.It wasnt until my pool installer, installed the liner while I was at work that I clearly saw it was the wrong liner. I immediately emailed American Sale because the liner they gave me did not fit properly and has major wrinkles all around my pool.I know it is not my installer because he has changed my liner before and had no wrinkles when doing so.He even agreed I contact your company to address the issue since it was on your end.I never heard back and I think its ridiculous that because of the company's mistake, I have to now this season replace my liner again.I just hope that I can receive my original liner for free of charge because this was a mess up on the companys end when I specifically said I wanted the same exact liner that my account showed. Thus, they failed to give me the same liner.I wouldn't have cared of having a different liner if it ended up fitting, didnt cost me $200 in filling, and another $200 when I have to refill when I replace this liner due to American Sale's s**** up.

  

  Business response

  04/05/2022

  Hi ****** Thank you for providing your feedback and letting us know about this issue. We set a high standard for ourselves and are truly sorry to hear this was not met. We have sent this feedback on to our management to address. Our *************************** is taking care of this for you. Thank you for your time and patience while we work to resolve this issue for you. 

   

  Customer response

  04/07/2022

   
  Complaint: 16970912
  
  I am rejecting this response because:I received the correct pool liner but I am looking to see if you can cover the installation price of $425 or the water **** cost?Considering after all if I had received the correct liner in the first place, I wouldn't have had to incur these costs again.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 16th I purchased a lighted Nativity lawn decoration for Christmas. I assembled said decoration on December 18th. It stopped working in less than 24 hours. I called American Sale and asked for an exchange. They had no inventory. I inquired about returning it for a refund. There store and receipts state there are no returns of Christmas merchandise after the 15th. However, and my complaint, this is defective merchandise and not a simple return. While I received a store credit, I feel that waiting a year to use it on another Christmas item is unreasonable. I was sold a product unfit for its intended use. Cost: $164.61 (including tax)

  

  Business response

  12/29/2021

  Hello *****,

   

  Thank you for your message. We are sorry that you were not satisfied with our return/exchange policy. Per the policy on your reciept, we offer store credit for any item brought back after December 15, including defective items. We have assessed the situation and determiend that the store followed proper policy. Thank you again for your message. 

  Customer response

  12/29/2021

   
  Complaint: 16392474
  
  I am rejecting this response because it is not appropriate for a retailer to deem defective merchandise as non-refundable.  *********** should test the product to ensure it is fit for the purpose intended before customer funds are accepted.  My purchase was not made until the 16th of December and the company should stand behind its product.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/10/2022

  Hi *****, 

  We are truly sorry to hear this, however the policy in place at the time you purchased the product was no returns after 12/15. We are not authorized to open any products before selling them to ensure that no damage is inflicted on the product and to make sure the product is not tampered with. We have issued you the store credit for the product and hope you do not encounter this problem again. Thank you for taking the time to send us this feedback. We hope you understand that we did everything we could. Thanks.

  Customer response

  01/10/2022

   
  Complaint: 16392474
  
  I am rejecting this response because: Business never addressed the issue of selling and collecting money for defective product.  Vendor is hiding behind the mask of 'no returns', a general term and does not address or include a clause regarding 'defective product'  What would ****************' view be regarding this issue.  I would like to understand the BBB perspective on this matter, not the business' comments.  Other than make an inquiry, how is BBB supporting the consumer? 
  
  Sincerely,
  
  ***************************

*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. ↩