Carlton Pools
Carlton Pools Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Carlton Pools has 3.1 star rating based on 37 customer reviews. Consumers are mostly neutral.
- Rating Distribution
Pros: Product, Customer service, Pablo.
Cons: Customer service, Demanding money upon partial finished product, Post sale service.Recent recommendations regarding this business are as follows: "DO NOT BE THEIR NEXT VICTIM!", "Stay clear of this company.".
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Carlton Pools has 3.1 star rating based on 37 customer reviews. Consumers are mostly neutral.
- Rating Distribution
Pros: Product, Customer service, Pablo.
Cons: Customer service, Demanding money upon partial finished product, Post sale service.Recent recommendations regarding this business are as follows: "DO NOT BE THEIR NEXT VICTIM!", "Stay clear of this company.".
Most users want Carlton Pools to offer a solution to their issues.
Review authors value the most Diversity of Products or Services and Website. Consumers are not pleased with Reliability. The price level of this organization is medium according to consumer reviews.
Media from reviews
DON'T BE THEIR NEXT VICTIM!!!!!
Preferred solution: Do the job I paid you for two years ago. Refinish my pool.
User's recommendation: DO NOT BE THEIR NEXT VICTIM!!
Heater installation
- All
Preferred solution: Let the company propose a solution
User's recommendation: Stay clear of this company.
Carlton Pool Install
Unhappy customer
Avoid at all costs
- Pablo is the worst
My "Aqua Bright" finish peeled again!
Carlton built my pool in 2012, since the beginning it has been a disaster. The finish has peeled, bubbled and cracked.
They have replaced the finish on 3 occasions and it has now cracked again. Each time I have had to chase them down. Every time this happens I have go to pay to pump out the water and refill it which is about $2,000.00 I am chasing them around to get an explanation of why this is happening and I cannot get a return call. All I have is a proposal from them for $22,000.00 to replace the finish that they installed several times without an explanation of why this keeps happening!
I have been calling and emailing them for the last 6 months and not even the courtesy of a response. This past week I have hired an attorney, anyone else interested in joining in please let me know i will be happy to provide my contact information.
- Pablo
- Bad customer service
Preferred solution: Let the company propose a solution
Beautiful pool wonderful crew
Horrible experience. I would never recommend using them.
Very disappointing
Pathetic- no ownership and responsibility
Aqua Bright finish
We have arranged for them to do this finish and we can't get a date for installation, they just keep asking for more money. We signed our deal on 3/29/18 they opened the pool on 4/6 and just last Friday they did the coping and tile.
They won't give us a date for the Aquabright finish, they keep pushing it back. They have told us that they can give us a date for completion mid next week, but that I need to have given them all the money less $2K. Doesn't seem fair, since they had the fist 50% and nothing was done for a month.
Not sure how to move forward with them. Wish I had read these comments before we were so far in.
- Customer service
- Demanding money upon partial finished product
Cracks cracks cracks
After putting in a very very expensive pool it immediately showed cracks and for the last 3 years it cracks every time they pretend to fix it. Cleaners do not work and people that they send out have no idea what they are doing.
They are re-doing the pool for the 4th time and I have not been able to use the pool very much. An incompetent company - never ever use them! Everyone who comes here says to me - Look at all the cracks in your pool! My response is - Carlton Cracks!
Certainly not good advertising for them.
The pool ruins the whole setting of my house and aggravates me every day. My pool cost $160,000.00 Unbelievable
A very disgusted customer
Thinking about suing
Fell off a cliff
We used Carlton because the previous owners used them to close the pool every year. Setting up the closing wasn't to bad but when we called to have the pool opened things started to fall off the cliff.
Took multiple attempts to set up the opening over the course of 3 days. We finally got a called back after we had already called someone else. This was just the start. After opening the pool we discovered a leak in the pump.
We called Carlton to inquire if this was something that happened during the closing the previous fall. I left 4 messages just asking someone to call to answer our questions. Carlton took 5 days to call us back and when they did they said they would have no time to come out for another week or 2.
All contact with the corporate headquarters has been worse then have all my teeth pulled out. Never again!
Almost a Year Later and Pool Still NOT Done
We contracted Carlton pools to build our in-ground pool July 30th 2016. We still do not have a pool we can use.
We have missed Mothers Day, my 12 year olds summer bday party, Father's Day, our yearly summer vacation, now 4th of July my yearly party was cancelled. I have no recourse as Carlton pools has ALL OF MY MONEY. Our Sales Rep Julie Kraft, was great and as I have spoken to her twice just to see if there is anything she can do, she has apologized whole heartedly. The communication of the construction team is HORRENDOUS.
The construction started On 10/11/16. ( remember we signed in July). Steel reinforcement was completed on 11/17/16. My husband had to contact Bob, construction manager, to find out when our yard would be cleaned up from Nov.
there was concrete chunks, Stone left all on our hill all winter and all forms were still around the pool. At the beginning of May, when nothing else was happening and we were never contacted, I contacted Julie Kraft. She couldn't believe we were not done nor no one contacted us. She gave us the number of who to call as well as informed us that we needed to get the fence installed prior to having anything done.
We jumped on the fence and had that done. No one can ever give us a firm date On any aspect of construction. The only "firm" information we receive is when payment is due. In fact it is highlighted and clearly spelled out at what stages it is due.
In regards to the Aqua bright finish- we are told how back logged they are, having to do so many and they could not give us any dates. Not even the week they would be doing it. Why were we not a priority? Why were we not the first on the list to be completed since we were a carry over from 2016?
My husband has been on the phone and email communications with Sharon Myer- Director of Customer Care and Joanne Davis, who I believe is in charge of scheduling. In lieu of the frustration, lack of communication and the fact that it is June 28th 2017 and my pool is still not completed, we were offered $150. I have paid $51,150 for this "experience". I am completely embarrassed and feel like a *** for not listening to my neighbors who have had three different pool companies come into our neighborhood and install 4 pools all last summer.
This year alone, my other neighbor signed her contract in April and is already enjoying her beautiful pool. So what will Carlton Pools do to make this right? My husband asked for the pool chemicals and the water to be compensation for this experience and was told all we can do is $150 and we cannot pay for the water for your pool. What kind of company do you run?
Does Carlton Pools have a customer service philosophy? Do they really care about the customer experience during the pool installation process? Or just getting that money? Do they care about the fact that we were led to believe last July that we could possibly have a pool and be swimming by mid Sept, depending on the weather?
Do they care that we weren't even upset at the fact that the construction didn't start until late Oct, because we looked at it as we will be ready to go in the Spring and have about 4-5 months with our new pool, depending on the weather? Do they care that come July 6th, my children will be out of school for a full month, and still do not have a pool? Do they care why we chose to spend over $50, 000 of our hard earned money on a pool? I paid for this pool with cash, not credit.
So I ask you again, what is Carlton Pools going to do for us? I want an immediate answer and a sense of urgency to get this pool done. There are 7 days in a week. At least 14 hours of daylight to work in.
I don't care about the upcoming holiday- that's not my problem nor my fault. I want contact by the owner of the company. I have requested it several times and have not yet been contacted. I want compensation.
I want the chemicals and water supplied for my pool. I want compensation for my time, the failure for Carlton pools to uphold their end of a contract that both parties agreed to and signed on 7/30/16. We already missed Mothers Day- it was a beautiful day! We missed Memorial Day weekend.
We chose to forgo a family vacation this summer, that we do every June to Anna Maria island in Fl, so that we could enjoy our pool and "have a staycation". I missed that opportunity. My sister in law, niece and nephew, whom we always vacation with, decided to come up to us, to vacation here with our new pool. She just left today, after two weeks.
No swimming, no pool. She will need to wait now until next year. My daughter turned 12 on June 12th. She has been patiently waiting to have her birthday pool party she told all of her friends about in school- that still hasn't happened.
Do you know what a birthday party means to a child at that age.? Although we offered her to have her party elsewhere, she said no- she told all her friends she was getting a pool- she has to prove it now so they believe her. (Not great press for Carlton pools when the parents of these kids ask us what happened) We missed Fathers Day. My 14 year old daughter wanted a end of school pool party.....and is still waiting almost 30 days after school ended.
My 6 year old daughter, who has Special Needs and whom we just found out this fall has type 1 diabetes, has talked about nothing but this pool that she looks at everyday. And having to explain each and every day that it is not ready yet is heart breaking. All this child wants to do is swim. I usually hold a 4th of July Party for friends and family and we especially excited to have the pool for this years party.
I had to cancel that and work with one of my neighbors to hold it, realizing this project was not gonig to be completed. I expect to be contacted Today, 6/28/17, with resolution to the completion of my pool and compensation based on my loss of time and the experience Carlton pools has put me and my family through.
Preferred solution: Price reduction
To refer or not to refer your Pool Builder
Pool Refinish Stained in One Year
We hired Carlton to refinish our guinite pool. We purchased the expensive chemical additives per their directions.
No other refinish bidders required us to add these chemicals. In just over a year, our finish showed stains is several areas and acquired a cracked finish. It took over a month before Carlton got around to sending someone out to look at the finish. We were accused of dumping chemicals in our pool and burning the finish, causing it to stain.
(After 25 years of maintaining my pool, I guarantee you I didn't burn it!). We were also accused of not maintaining the proper chemical balance. Carlton requested 3rd party proof that we had our water tested on a regular basis and it was normal. This was not required as part of the warranty.
Carlton denied any responsibility under the warranty because it clearly states staining is not covered. However, it could be repaired, if we were willing to pay, and of course they were willing to do it, if we paid them. What good is the warranty if it doesn't cover the finish?! We have owned our pool for 27 years and definitely know how to maintain it properly.
We spent a lot of money and our finish is ***. We refinished the pool to get rid of the staining and in 1 year it was back. In addition, customer service person was very snippy and insisted on having the last word in every communication.
I would never hire Carlton again. I would never recommend them to anyone building or renovating a pool.
- Project management
- Post sale service
Preferred solution: Let the company propose a solution
About
Carlton Pools, Inc. is an American company. The company was founded in 1973. The company designs, manufactures and sells a diverse range of custom swimming pools, in-groud swimming pools, water features, waterfalls, and many other related products. Carlton Pools offers the maintenance and restoration of swimming pools, hardscaping and landscaping of the pool site. The company operates three Carlton Pools locations and Carlton Patio Centers. Carlton Pools provides furniture, pool chemicals, pool toys, cleaning systems, and so much more other swimming pool related products.
Carlton Pools operates swimming pool supplies retail center in New Jersey and in Pennsylvania.
Carlton Pools is ranked 31 out of 550 in Household Services category
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Do not do business with this company. They are thieves and liars.