Olympia Pools

Review: On July 1st I purchased a pool from Olympia pools in their showroom. At that time we paid cash (approximately $1300) with the rest ($1778) to be paid upon pickup. We waited for some time for them to notify us when the pool was brought from their warehouse to the showroom. That call never came. They allege we were supposed to call and give them a days notice. On Friday Morning (7/11) I called Olympia pools at approximately 10am asking if our pool was at the location. They informed me they would need some time to get the pool from their warehouse (even though we had already put half the money down and they were aware we were going to pick up the pool). I asked them if they could get it to me on Friday since they were open till 8pm. They said they would see what they could do and they would get right back to me. I proceeded to call them at 1pm and again at 6pm because they never returned my calls and at 6pm I was rudely told it would be in the showroom at 11 the next day. On saturday I drove to the showroom and arrived at 11am and just prior to arrival I saw a message from 1012am that said don't bother coming at 11am because the pool would not be in the showroom till 3pm (needless to say I was not happy because I live approximately 25 minutes from the store). I proceeded to go inside and talked with Roger (I believe the owner) and he stated there was not much he could do it was on a truck that went to [redacted] and it would not be there until 3. I asked if he would have them drop it at my house as I had an install crew coming. He got on the phone and said they would drop it off at my residence. I left and as I got in my truck, an Olympia pools service truck pulled up, a guy jumped out and ran inside the store, came back out got in the truck and proceeded out of the parking area. I flagged him down and asked him if my pool was in the back AND IT WAS! I backed up to his truck he helped me load the equipment, and we proceeded to go inside and I paid the remainder of the bill. I brought all the equipment home, and started to unpack what I would need. As I began installation, it was evident that there were pieces missing. I called down to the store and asked to speak with Roger again. I informed him that I was missing some crucial clips needed for the pool install and he told me that they are an option for that pool and they should have been provided by the install crew. He said they had them in the store and I would need to come get them. I needed to spend another hour on the road to drive to the store and return. One reason I chose Olympia Pools was because they have supposedly been named to "Whos Who in the Lehigh Valley" for multiple years in the pool sales business. I have to say that Ernie, our original salesman was a nice guy and somewhat helpful to newbies like my wife and I. The service guy, George who was driving the service truck, was a really nice guy, and very helpful. However, Roger, who was the gentleman that we actually purchased the pool with and had to deal with on successive trips was at times very rude and when spending over $3000 of my hard earned money at their business, was appalling. My experience was horrible with this company and there was no remorse on Roger's part. It was pretty evident to me that once they got their money, they could care less about their customers. NO CUSTOMER SUPPORT WHATSOEVER, and obvious that they prefer you to pay for the pool and the install and not do it yourself as directions that are included are not very helpful, and if it were not for my crew being very construction oriented, we would have been lost. I feel for people who do not have a mechanical background. I would not send anyone to this business to purchase a pool.Desired Settlement: Beyond the fact that I contacted them 10 days after I purchased the pool, the multiple trips to their showroom and the fact that they sent me home missing parts, there was little concern on their behalf.

If they treat every one of their customers like they treated me, I hope they are out of business tomorrow because they run a pretty poor operation. It would be nice to have an apology, or have been given one, and possibly knock a bit off the price, AT LEAST for the gas that I spent running back and forth because of their incompetence. I would have been happy with a pool chemical startup kit or something like that.

I chose to use this means of reporting, because I was/am disgusted and if not properly documented, their will never be any changes and consumers will continue to deal with poor customer service. I hope this report shed a little light on changes Olympia Pools can make to be a better company because my experience was terrible.

Business

Response:

07/29/2014Dear [redacted],The customer was scheduled for a pool pick up on July 12, 2014 at 11 am. The pool was picked up on July 12, 2014 at 12pm. The customer waited a total of one hour until the pool arrived at the store,On July 13, 2014, the customer called the store to say that one part of the pool was missing from a Sealed box (Olympia Pools does not manufacture pools). The customer came in the same day 3 hours after initial phone call and was given the part free of charge.We consider the matter closed,Sincerely,Roger K[redacted]

Review: Olympia Pools is very unprofessional. They totally lie out of their teeth. We ordered our pool August 24, 2013 to be installed early this year. We were told to get our permit in the beginning of this year 2014 and give it to them ASAP which would put us at the top of the list for installation. We did exactly that. Once April rolled around with no word from them we called. Lucky we did. They never looked back at last year and our pool was never ordered. They actually questioned if we even bought one. We told them we gave them the permit in the beginning of this year, 2014. Then they said oh yes I see that. So they said they will get on it and give us a call. We waited and no call from them. My husband called back and was told they are working on it. They will call us. So we waited some more. No call from them. My husband calls back and was told don't call us we will call you. He did end up calling again and was told the same thing. Now we are into the month of May. Now I'm upset. Their answers are unacceptable and I was going to let them know this and if they can't give me a pool and date to install I was canceling and going elsewhere. I call but of course I can only leave a message because they only call back after 5 ( if at all). As I was leaving my message about going elsewhere [redacted] calls my husbands cell. He gives his cell to me. [redacted] then tells me they got my pool and it will be delivered on May 23rd a Thursday. The installers would call that weekend to set up a day and time that week to install. Pool was dropped off in my driveway, May 23rd. ( I had my son pay for it as I was away for a few days. If I was home I would not have accepted the pool. It was minus the liner, ladder and winter cover. We still don't have the winter cover and were told not till August. They never got the ladder I ordered so I settled for one they had. [redacted] did not tell me they were minus all that on the phone. His exact words were " Your pool is in") no one called to set up installation like [redacted] said. We called [redacted] on Monday. We were then told the guys are running behind. They will call that Friday to install the following week. I just knew he was lying. I was sooo right. Friday came and no call. Monday, we call back only to be unloaded to different people and twice disconnected but actually think they hung up on us. The last person my husband talked to said I'm sorry you need to talk to [redacted] ( I don't remember what she said he was doing). My husband said well I'm just going to give you this message then. You tell [redacted] if the pool is not installed this week we already called our credit card company about this and a dispute is being put on the payment. We are not paying for a pool that is laying in our driveway for weeks. No sooner he hung up [redacted] the installer calls saying they are on their way. Once here you would think smooth sailings, right? Wrong! To find out not only the ladder and winter cover was on back order ( which we knew) but there was NO liner!!! What?!?! Okay, so [redacted] calls [redacted] ( no answer of course ) to see if they have the liner. [redacted] said he'll bet they do have it along with the ladder. If not he will have it tomorrow no problem. That he will have his 2 young men stay here and set everything up as much as they can till he gets back with the sand and blocks and ( liner if it's in). If the liner isn't there, they will install everything they can today and come back tomorrow around 9am and be out of here by 11am. So [redacted] leaves and guess what? [redacted] never comes back. [redacted] took the only vehicle they had which was one of his workers and never came back for them. His workers had nothing to drink working in the hot sun. I gave them some ginger ale and made two pictures of lemonade for them. Now it's getting late and they didn't have anything to eat. They asked for a lunchmeat sandwich. I felt bad because I had none. We hadn't gone shopping yet. So I whipped up some toasted cheese sandwiches for them. Now the sun is setting and they have to call for a ride back to Philly. We paid them each $100. which they asked for to get home. They signed a receipt and also signed for the $100. that we gave their boss [redacted] to go get block and sand. We did call [redacted] at Olympia pools to see if he heard from [redacted] because everyone was worried about him. Of course we were told he was on the other line. He would call us back. Yup, you got it!! He never did. The young men got a ride home to Philly from Pa. and said they will be back in the morning with [redacted] and if not him they will find someone else as experienced as [redacted]. The next morning my husband [redacted] calls Olympia Pools three times and no one would take his call. He called [redacted] ( The installation manager) three times and he wouldn't answer and then [redacted] (the head installer) which wouldn't answer. Then [redacted] called [redacted] back later to say he had a bad day yesterday, blah blah blah! Workers finally showed up around 2:30 PM. the next day. They came without a pool liner. They had a dump truck come deliver the sand and started to work in my yard. Shortly after my husband gets home from work and they talk. The talk from [redacted] was they wanted to be paid before they left with the job being unfinished. When [redacted] told me, I said absolutely not and I called [redacted]. [redacted] did answer, took my call. He agreed with me. Mind you I already gave them a total of $300 the day before. To find out [redacted] charged me $46 for block that was supposed to be included in this installation price. He had no receipt to give us and did not give us our change from $100 we gave him. [redacted] said just deduct the hundred dollars from my balance. But it gets even better.... When [redacted] told [redacted] we were not paying the remaining balance until the job is fully done, pool fully installed. They packed up their stuff and left. They said they're not working until Saturday when liner was supposed to be in. [redacted] told me that UPS is delivering it to them on Friday but he does not know what time it will get there so he said he was sending [redacted] up on Saturday to do the job. So in the meantime I have posts sticking up in my yard. I have a big mount of sand laying in my driveway because they won't finish what they can do that day because we wouldn't pay them. My husband said fine, then just go, come back on Saturday. Mind you, I did not ask them to come and put in a partial pool. I did not ask them to deliver a partial pool. I was never told they were delivering a partial pool. I was on vacation when the pool was delivered. I had my son here to pay them. If I was here I would have never accepted a partial pool at full price. Friday, June 6th my liner arrived UPS early so [redacted] and one worker came and installed the pool. I was sooo happy! They just got finished and [redacted] called to see if the pool was done. I said yes and I'm sooo happy! I said all looked good from what I can tell. It was getting late and we were going away for the weekend so I never had given the pool a good inspection till we were home that Sunday evening. This is what I saw ( on the skimmer end of the oval pool, the liner was pulled so tightly and far away from the pool wall while the other end had saggy folds hanging at the bottom.) I then videoed Monday morning June 9th, to send to [redacted] and [redacted].... [redacted] Today, June 11th [redacted] promised us he would be here to fix the liner. It was after lunch and we didn't hear from him so we called him. He said he would be here but late. This was another lie. He never showed up or called. This has been such a nightmare with this company. If they are selling pools and installation told to be professionals, then why don't they do what is promised and paid for?Desired Settlement: We would like Olympia Pools to come RIGHT AWAY and finish installing our pool properly as promised or refund all moneys from pool purchase and installation.

Business

Response:

6/19/14 Dear [redacted];First and foremost Olympia Pools does not install swimming pools, Attached is a copy of our contract with [redacted] & [redacted] that they reviewed and signed (see example A”.) At the bottom left of the contract it states that, IT IS EXPRESSLY AGREED AND UNDERSTOOD that the installation of said pool shall be performed by an independent contractor not employed by or under contract of supervison of SELLER...” The customers signed and agreed to these terms.[redacted]. [redacted] states in her letter that the total purchase price of this product from Olympia Pools is, "$5011.38.” On our contract with [redacted]. [redacted] it states that the total purchase price of products is, "$4276.38.” Enclosed is a copy of the delivery receipt (example B) which states the total amount received on the date of delivery to be the $3976.38 remaining after the initial $300.00 deposit, Olympia Pools has been paid in full for the materials we contracted with [redacted]. [redacted] to supply.If [redacted]. [redacted] has a problem with the installation of her swimming pool we would recommend that she files a complaint against the company she contracted with to perform this work. We consider this matter to be closed.

Review: In September of 2012 I purchased a pool from Olympia pools. At that time the sales rep, [redacted], who sold us the pool stated that the only way we would be allowed a refund on the pool was if 1. The township wouldn't issue a permit for the pool or 2. Someone in the family lost their job. He also stated that if that did happen, we would forfeit our $300 deposit on the pool. Unfortunately, my husband did lose his job in February 2013 and did not start working again until late July 2013. I contacted the owner several times regarding the refund of the pool, and get no response. The pool was delivered in April 2013, I paid the remainder of the pool by credit card. I continued to try and reach the owner by phone and in store visits, but never received return phone calls, and he was never available in the store. Finally, in June, I was able to reach the store owner by phone, [redacted], and he said he was unable to take the pool back. I feel raft the company did not uphold to it's return policy. He suggested I list he pool on [redacted], but said he couldn't give me a refund.Desired Settlement: My husband and I are not looking for a full refund on the pool, we understand that we would be forfeiting the 300$ deposit we made.

Business

Response:

05/08/2014Dear [redacted]:First and foremost, Olympia Pools return policy as listed on our contract with **. [redacted] is, "ALL SALES FINAL. NO RETURNS OR EXCHANGES ON ABOVE GROUND POOLS." Enclosed with this response is a copy of the contract (example A) we have with **. [redacted] that he read, agreed to and signed.This policy is also listed on our Delivery Receipt that [redacted] read, agreed to and signed (example B.) Enclosed with this response is also a copy of the Delivery Receipt.These terms were all agreed to before the pool was delivered and full payment was received. We consider this matter closed,Sincerely,

Review: I purchased my pool on 4/25/2014 from Olympia Pools. The pool installation is incomplete with missing parts. The lining at the bottom is sub standard with many lumps and an uneven surface. This has not settled or improved as promised. The installers were unprofessional and were caught wandering inside the house without permission in more than one occasion,( as if they were looking for something). A dolly was taken from the house. The installers were the only people in the house that day. Although this could have been an accident or a misunderstanding, neither Olympia Pools or the installer have returned ANY of my calls. All of this could have settled with a simple return call.Desired Settlement: I want my dolly returned. I want a guarantee that the floor will settle properly or the problem fixed. I want to know why there are parts missing in the installation.

Business

Response:

07/29/2014Dear [redacted],First and foremost, Olympla Pools does not install swimming pools. On April 25,2014, a contract was signed by the customer upon purchasing a swimming pool from Olympia Pools. The above said contract states that It is expressly agreed and understood that the installation of said pool shall be performed by an independent contractor not employed by or under contract of supervision of SELLER, therefore SELLER shall not be liable for any claim whatsoever the undersigned may have against Installer from the installation of service thereafter" (see enclosed copy of contract),We consider this matter closed.Sincerely,Roger K

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Although Olympia Pool did not install the pool, they did recommend the contractor who did. At no time did we solicit a pool contractor, we were contacted by the contractor through Olympia's recommendation. In addition to doing a very poor installation (parts not installed and stone protruding from the bottom of the liner), the contractor stole personal property from me.

Review: I purchased a pool and got it installed on june 6 on june 9 the linner ended up having a hole which caused my pool to empty when I contacted olympic pools they were unable to offer any assistants to me til 72hours later and when they contacted me they refussed to pay to refil my water and expectes me to do all the digging all they were willing to do was replace the linner after I spent $5000 total after a bunch of hidden fees that wasnt mentioned til after we purchased the pool I only had the pool for 3 days n those days we got rain so I been unable to enjoy and they what more money instead of helping me out I only had it for 3 days then this disaster happenedDesired Settlement: I would like for them to refil the pool and replace linner at no cost to me or to refund me the money for the pool labor sand and water

Business

Response:

{Please see attachment.}

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this mockery because this is absurd. Every time I have spoke to this company about replacing the liner they have questioned about our pool being vandalized. If they are so dead set that someone has "vandalized" our pool, then I believe it was them. My Husband has lived in this house for 17 years and has never had any issues of vandalism, especially to the pool that was in the backyard for 15 years before we decided to replace it with this junk. We have spoken to many lawyers for opinions and few that have looked at the pictures and bank statements and agreed that this is ridiculous. We did not pay for a pool with a supposed 10 year warrantee, that broke in 3 days. We Were advised to go through civil court to resolve the matter. All we are asking is for the $2519.26 for the defective product with fake warrantee that we purchased through Olympia Pools. They say that they are not responsible for the contractors, But yet the installers came through Olympia and they have made it clear that they are a family business. They never informed us of being able to get our own contractor to install the pool nor did they make it an option. The salesman himself even told us that him and these "contractors" time themselves on how long it takes them to set up a pool. They should be responsible for the $2519.26 we paid for a 3 day lifespan of a piece of crap. They should also be responsible for refunding the $750.00 we paid for the labor of the pool, the $585.00 to refill the pool water, the $137.80 for the 2 ton of sand , $125 we paid for the back fill, An 50.00 for us having to contact a electrician due to the installer not hooking up the motor and filter of the pool , and the $121.84 dollar that we paid for chemicals the same day our pool was magically "vandalized". All we are asking for is that for them to do their jobs as business owners. We first asked for them to just fix the pool for us but they refused to do anything without us putting another $1200.00 into the $4,463.90 investment we made toward the pool after paying for labor, water, electrician to start the motor, backfill, sand, and chemicals for a pool we never even got to use. All we are asking for is our money back so we can have a professional and respectable company fix our pool the right way without the absurd statements and service of our pool.

Regards,