ComplaintsforCannon Pools & Spas

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a inground pool from cannon pool and spa, the first year alone we had them out here 18 times to "repair" issues which led to them getting worse. The concrete is falling, the stairs are slanted back, the liner has so much air behind it and stretched, the pool needed more maintenance due to liner falling out of place which locked more air in the back, the diving board is broken from the jump, concrete cracking in the first year at vital spots, (by the stairs, by the railings, directly down the middle where they installed concrete studs for the pool cover, and many more IN THE FIRST YEAR) everytime we call they say yeah it's normal well "fix it" and it'll be fine, ww get attitude and then hung up on. I have customer experience in over 30 jobs. I know how you have to treat customers. I know it's a tough job but they are so rude to the point my wife will cry on the phone asking them to just come take a look and they say no send us a picture and hang up then just reply with "hat's normal " called again today and told them I'm done with it I want a lawyer involved because other company's have told us this job was a cheap and quick job, and there is issues with it but once we name drop cannon they back out of helping us. We're just tired of being screwed and disrespected when we spend so much with this company

  Business response

  09/20/2024

  You called yesterday and just like usual, used demeaning language with our staff.  No one at Cannon Pools needs to be subjected to this.  The only service we will ever go back to do at your house is warranty work, and your phone call certainly did not fall into this category. No, we will not be bullied into another free service call.  You do not take care of your pool and as a result it turned green.  You decided a solution to this was to drain your pool, which is the worst thing you can do in Central NY with the  high water table (esp. in Brisdgeport).  So now the liner is detaching from the coping, there is ground water between the liner and the floor and walls because you took it upon yourself to drain your pool!  If you pre-pay $800 with a certified check or cash, we will come next week and fix your self-inflicted problem.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cannon pool and spa sold us a pool and some work for roughly 28,000 in about March 2021. Pool was put in late, rushed, they hired cheap contractors now our concrete is caving and dropping, the liner has air, the company has been out about 17 times for repairs and made it worse everytime. We have been called liars, told we beat up on the people, and given attitude. Originally working with V.P. of sales Mike D******, asked for his boss for over two months and got ignored then they gave us V.P of operations, which is his coworker. We had professional concrete person ***** ********* come and look and he said the concrete was ruined and giving out Jeff from cannon then told us to tell him to go **** himself. Multiple cannon associates walk in our backyard and start working with no notice that they are at our house. We are tired of them messing with us and telling us one thing then saying another we need help please.

  Business response

  10/27/2022

  
  
    To whom it may concern,
  
    We have visited the ****** pool on numerous occasions to address concerns. Some had merit, some did not. The pool site is in a notoriously wet area of Bridgeport. The homeowner was informed, at the time of sale, that the area would need to be dry before installation would commence. The site was finally dry enough in mid-June. The pool was not “rushed”. We work quickly and efficiently.After the pool was constructed and, prior to the concrete surround being poured, ground water eroded a few spots in the pool floor. Once the concrete surround was in place, we resurfaced the eroded areas. Yes, this required multiple visits to the site. There was never a charge for this service that was a result of the underground water.
  

  The concrete around the pool is beautiful and will last for years. It was poured upon a base of compacted stone as we have done for thousands of pools prior to this one.
  The “air” behind the liner is a function of the pool shape (Jewel). Jewel shaped pools have a “V” shaped transition between facets. The liner “bridges” that transition. This is completely normal.
  

  At the time of this complaint we are aware of just one remaining issue. A metal termination had come off of one of the safety cover straps during shipment. We will, of course, call to schedule the replacement of this ornamental piece.
  This is a beautiful pool, properly constructed to last for many years. We would suggest the ****** family enjoy the beautiful addition to their yard.  Should warranty issues arise in the future, we will address them in a timely manner, with a smile.
  

  Sincerely,
  Cannon Pools

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a hot tub in April 2022 it was delivered on may 7 in the contract a fee of 250.00 was charged for the removal of the old hot tub. Unfortunately we were not home during the delivery and the company moved the old tub off the concrete pad and left it next to the new hot tub they installed on the concrete pad. Prior to the delivery the delivery company stated he would have 6 guys on site for the delivery and removal. When he called me he said he couldn’t lift the tub because he only had a couple people with him and it was to heavy and he was oiled be back Monday the 9th. That day went by and he was a no show then I contacted him and he said they will be there Wednesday the 11th. This day has gone by and the company was a no show so my wife ***** called them the evening of the 11th and was told someone would get back to her on Thursday the 12th. Cannon pools cultivate Thursday the 12th and start it or ask my wife about the tub being so heavy and they were normal he charge more to have more guys there to remove it that was never stated in the contract and we’re looking for them to get out here and remove the old tub or they can pay another company to remove it. The total contract price was around 9600 to 9800 and this has been paid in full. Please help. Thank you.

  Business response

  05/18/2022

  The contract included the removal and disposal of the old spa.  The team delivered the new spa successfully, but was unable to remove the old spa because it was so large, heavy, and water logged.  The team returned 1 week later, which is not an unreasonable duration, with more manpower and successfully removed the old spa and no additional invoice was left.  The customer stated they were satisfied and love their new spa, but could not figure out how to remove their BBB complaint.  

  Customer response

  05/19/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Unfortunately I was in contact with a subcontractor and not the company once I filed the complaint with the Better Business Bureau the company contacted me directly the following day and rectified the issue I would remove this complaint but there doesn’t seem to be an option to do that. The company was very apologetic and worked quickly to respond. To the apology and quick response getting the tub remove I visited the company and bought a pool cleaning robot and pool chemicals for the amount of about 700.00. Needles to say we are very satisfied. Regards, ***** *******

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was delivered a spa in freezing temperatures that had not been winterized. I believe that they knew that it had a high likelihood of this happening, as I found out subsequently, they had a delivered a spa the previous week that was frozen. The information that I depended on, from them, to accept the condition of the unit at delivery was misleading and intentionally deceptive. Before the tub had thawed out I cancelled payment on the tub and they refuse to take any responsibility for the problem.

  Business response

  02/09/2022

  This complaint was resolved with ****** ********.  The details can be found in this email exchange: From: ************************ <************************> Sent: Tuesday, February 1, 2022 11:58 AM To: '****** ********' <***************************> Subject: RE: Delivery of spa with lack of winterization.Hi ****,Thank for sending the check.  It was received today.  We will certainly dispatch someone to install the cover lifts once the weather gets warmer.  I will be going out of town tomorrow for 1 week.  If you have an questions on operation or water chemistry, please do not hesitate to call here and speak with our team OR tech support at the manufacturer which is ###-###-####.  Rather than responding to the Yelp review and BBB, may we ask that you withdraw both?  Our team is here to support you for as long as you own our spa.  To us, a positive new relationship with you starts today.Kind regards,Ari M******Vice President of OperationsCannon Pools and Spas5210 W. Taft Rd. North Syracuse, NY 13212###-###-####-----Original Message-----From: ****** ******** <***************************> Sent: Friday, January 28, 2022 4:01 PMTo: ************************Subject: Re: Delivery of spa with lack of winterization.Thanks Ari, A check went in the mail today. I expect you will see it by Monday. When the weather is warmer we will need to get a technician to put on the cover lifters. Have a great weekend **** Sent from my iPhone> On Jan 28, 2022, at 2:22 PM, ************************ wrote:> > ?******,> > We do hope to have a resolution so you can enjoy the spa for many years, but this dialogue needs to come to a quick conclusion.  Please advise your intentions.> > Thank you,> > Ari> > -----Original Message-----> From: ************************ <************************> > Sent: Thursday, January 27, 2022 10:09 AM> To: '****** ********' <****************@i*********>> Subject: RE: Delivery of spa with lack of winterization.> > ******,> > I told you on the phone that we had a client who had a problem last week from a different spa manufacturer with a potential freeze.  Wayne was dispatched immediately.  He put a salamander in the spa cabinet and within 30 minutes the spa fired up.  The spa was then thoroughly inspected - no leaks, no parts replaced.  That client thanked us for our prompt response and is now enjoying their investment.  Reasonable.> > Your offer is unreasonable, and you know that.  You are asking for a discount of $3,750.   A poor online review or BBB complaint is not something that causes us grief when we know that we have done nothing wrong.  There is no way to know if the spa had an error because the water was very cold or there was a small amount of ice in the heater by sensor.  In either case, the spa is functioning 100%, was inspected by a 3rd party experienced tech, and backed by a long warranty.  Although it is not justified, we will offer a discount of $494.60, which would lower your balance to $25,000 even.> > > Ari M******> Vice President of Operations> Cannon Pools and Spas> 5210 W. Taft Rd. North Syracuse, NY 13212> ###-###-####> > > > -----Original Message-----> From: ****** ******** <***************************> > Sent: Wednesday, January 26, 2022 7:54 PM> To: ************************> Subject: Re: Delivery of spa with lack of winterization.> > Ari, > > Thank you for your reply and explanation. > > Like you, I would prefer to avoid engaging the legal system to settle this dispute. I do feel that I have been delivered a unit that has been frozen and this may affect the lifespan of it. It remains in my opinion that the reassurance I was given by your team about the unit being prepped for winter shipping was disingenuous. I would also suggest that you advise the manufacturer of the local climate to avoid further frustration for you and your customers. > > I believe the fact that my unit was shipped without winterization and subsequent freezing reduces it’s value and I would be satisfied with a 15% discount. If you accept this I will get the funds to you tomorrow. I will also edit my reviews of your company to reflect all issues resolved. I will also let the Better Business Bureau know my complaint has been resolved amicably. > > Thank you, > > ****** > > > > > Sent from my iPhone> >> On Jan 26, 2022, at 11:57 AM, ************************ wrote:>> >> ?Hi ******,>> >> Thank you for sending this note.>> >> No one at Cannon Pools has tried to mislead or deceive you.  In fact, our team has been highly communicative and responsive with you, just like we are with our other clients, from date of purchase until now.  Every spa is wet tested at the factory to ensure that it works properly.  The spa is then emptied.  There could be a small amount of residual water in the spa, and some water may have entered during shipment.  There is no downside to filling the spa with warm water, and it is good practice in the winter.  It is true that there was an error message that happened at start up and we were unsure of the reason.  Being pro-active, we placed a heater in the cabinet and submersible pump in the water to ensure the spa was protected until our tech could arrive.  The tech, Wayne, arrived promptly Monday morning as we said he would.  Wayne, a spa tech of over 25 years, thoroughly inspected the spa and it is functioning as it should.  Even if there was a defective part such as a heater or pump (which there was not), we would replace the bad part, not swap the spa.  The spa works perfectly and you have one of the industry's longest warranties backing it, with a local company with a great reputation that has been around for over 40 years to help if you ever need it. The overall integrity and longevity of the spa is the same as when it left Tennessee.  >> >> We would rather handle this impasse directly with you rather than legally, and I think we can find common ground to move forward in a positive direction.  We empathize that there was a moment of anxiety when the spa did not fire up as planned.  But, we did not ignore you.  Our team was pro-active and communicative.  Have you ever worked with another company in any industry that replied to message in the middle of night and sent people out outside of normal business hours, so quickly?  If anything, you should be even more confident that you purchased a product from a company that genuinely cares and backs it up.  That is certainly how most would feel.  The national average lead time for a new swim spa is 1.5 - 2 years, and the prices are rising steeply by the week.  You have a high performance 17' swim spa at your house, a long warranty, someone waiting to provide a demonstration, and a local company to call with any questions or needs for as long as you own your spa.  We do not see how getting compensation in this scenario is helpful to a good and lengthy mutual relationship.  What is it that you are really asking, ******?>> >> Kind regards,>> >> Ari M******>> Vice President of Operations>> Cannon Pools and Spas>> 5210 W. Taft Rd. North Syracuse, NY 13212>> ###-###-####

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