American Pools & Spas
reviews and complaints

We had our pool completed, but unfortunately, it ended up with some chips and cracks. It was quite a hassle to get American Pools & Spas Inc to address the issue. Eventually, they did a partial repair, but now we're facing another problem - rust is starting to form, and there's a significant leak in the pool. James, one of the main repair workers, spoke condescendingly to my wife, making her feel unintelligent. Moreover, he never follows through with his promises.

Horrible company! We signed our contract and gave deposit in August . It took until January to get permits, and now it's August and our pool still isn't done! Nothing but excuses! In January, they told us it would take 15 weeks. Well, those 15 weeks came and went. They need to stop using COVID as an excuse!

Almost a year into construction of our pool with this company, there's been a lack of communication and false expectations. The communication has been poor, and they don't take the initiative to follow up on outstanding items unless it's time for payment. I paid the full amount for my contract, but I'm still in the final phases. They keep promising to be here on certain dates, but weeks and even a whole month can go by without anyone showing up at the worksite. When payments were due, they were quick to come and pick up the check, but now that they've collected the final payment, they show no engagement at all in closing the outstanding items. It's important not to pay them in full until your project is completed. I've been in the final stages for the past two months, even though my project started in 2020.

I don't wanna leave this review. My experience with this company started out good. But to say we unsatisfied with their work would be a severe understatement. Structurally, our pool looks fine, but based on my experiences, I question what surprises are in store for us down the road. This project looks like they did "just enough" and we would take care of the rest. Here's some examples: 1.) Our pool and spa both have this blue powder all over. I don't know what it is. I asked about it, got no response. Some of it went away - maybe into the plumbing? I don't know, I'm not a pool expert. 2.) Our concrete pad already has an area chipping off. After a month. Things happen, I get it. But instead of ignoring my inquiries, just come fix the work we paid you to do. 3.) Most frustrating is the way they left our pool tiles. Grout everywhere. The grout lines look like someone did them half asleep. It looks tacky, really unacceptable. 4.) When they placed our fence, they put it in the wrong location. Things happen. After a while, they did come back and fix it. Credit for that. But it would have been nice to offer to repair the grass from where the fence was initially. If the other issues weren't ongoing, I would probably forget about this. But here we are. 5.) Back to our concrete pad - several low areas where water collects. Eventually it goes away, I understand isolated instances happen. But water sitting repeatedly in the same area can't be good. I'm handy around the house, I understand things happen. But there's no excuse for this. I'm a web developer, this would be like me building a site that works but looks like it's from the early 1990s. I hope I can update this review after they make the pool area look amazing, like the photos they share on social media. My pool isn't featured in their posts. Because it's sloppy. If I did this kind of work, I'd expect criticisms too.

I'm really surprised by the reviews I've seen on the ComplaintsBoard.com website about American Pools & Spa. My own experiences with them have been quite similar to what others have mentioned. They've been using the excuse of COVID-19 and employees not wanting to work to explain the delays and poor workmanship. They said that once we reached the final stages of the build, we would be working with their employees and the delays would be resolved. But that didn't happen. We continued to face delays and the quality of the work was not good. Here are some of the issues we've encountered:

1) The materials that were supposed to be included in the design process and shown on the drawings were not installed. They later told us that they hadn't even ordered them.

2) The pavers around the pool started sinking, creating tripping hazards and causing water to puddle on the deck.

3) They installed the wrong pool equipment because they hadn't ordered the upgrades we had selected and paid for until after the pool was filled. Now we have both a chlorine and a salt system, even though we only needed one. But we ended up paying for both in the build cost.

4) The pool surface was never properly finished and it looks terrible. There are gray and discolored areas all over the pool surface. They're blaming our pool maintenance company for this, even though the water chemistry was fine until American emptied the pool to refinish the surface. They only fixed one large black spot and a water line caused by their workers, but left the rest of the areas untouched. Since the refill, we and the pool maintenance company have followed American's instructions for testing and water chemistry. But they refuse to fix their mistake and instead blame us and the pool maintenance.

This pool cost us $70k and it's only six months old, but it's been a nightmare because American won't honor their promises in their advertising, their workmanship, or their customer care policies. We just want the pool we originally designed and paid for.

5) Their workers left debris all over the place during the build process and even damaged our grass and our neighbor's grass by using acid on it. But the field supervisors quickly suggest that you refer a neighbor so you can get $400 if they end up signing a contract to build a pool. It's disappointing to see this, especially after receiving a Thank You Letter from Williams ***, the President of American, when we signed the contract. The letter said that our happiness as customers is their top priority and that they do everything they can to ensure it.

Overall, I'm extremely disappointed with American Pools & Spa. They have not lived up to their promises and the quality of their work is subpar. I would not recommend them to anyone looking to build a pool.

Stage one and two of the construction went smoothly without any big issues. However, stage three was a complete disaster. There was a severe lack of communication. We sent them an email expressing our concerns, but they informed us that one of their employees had quit and assured us that they would address all of our issues. Unfortunately, some of their employees were incompetent, rude, and unhelpful. They asked me to be present for the inspector, but the inspector never showed up. The electrician was also supposed to be here, but they never arrived. We sent another email, but they didn't respond. We signed a contract in March , and we are still waiting for them to finish the pool and lay the pavers as promised. The grading of the area was also a complete disaster.

I bought a house with an inground pool from American Pools and Spas on 4/30. They finished installing the pool on 4/24 and said they would add salt after 30 days. I learned about pool maintenance on 5/10 and was told not to do anything because they would add salt within 2 weeks. But they never did. I tried contacting them multiple times on 5/24/2 and again on 5/30, but still no salt. Dave and Candace assured me that salt would be added by 6/1/2, but it still hasn't happened. As a result, my pool is turning green and it's costing me more money.

Pool is leaking and I told the company 3 times, but they never answer my calls or emails. We keep adding water to the pool so it doesn't go below the tile line and void the warranty. The pool maintenance company also takes weekly pictures to document the water level. Premier Pool care notified them about the leak twice, once at startup and again at pool school.

They messed up my grass when they emptied the pool. Instead of emptying it into the sewer, they did it on my brand new grass.

The screen door has never been adjusted or checked.

They still haven't given me a date for when the footer will be painted.

We signed a contract in Sept 2020. Construction started in December. The total was $62,800.00, to be paid in 3 parts. This company promised to give us a salt water pool in 4-5 months. I get that COVID is a thing, but they've taken on too many clients. My issue is that they've been fully paid and I'm stuck with a pool that they say needs to be drained and acid-washed again, coping that needs another coat, and the outside cement smoothed and painted. I call, sometimes they answer and try to calm me down. I send emails, no response. Meanwhile, my electric bill keeps going up. For the first 30 days, we were supposed to run it for 12 hours a day until the salt was added. They can't add the salt until they drain the pool. I could be running it for 8 hours instead of 12 hours. That's 4 extra hours every day, 7 days a week. I don't think they're trying hard enough to fix the problem.

ix it. They also left a mess of concrete and debris in my yard after the installation. It's been a constant battle trying to get them to clean up after themselves.

The communication with American Pools & Spas Inc has been a nightmare. They rarely answer their phone or respond to emails in a timely manner. It's frustrating to have to constantly chase them down for updates or to address issues. When they do finally respond, it's usually with a vague answer that doesn't provide much clarity.

The quality of the workmanship is also subpar. There are visible flaws in the pool and deck, such as uneven tiles and rough edges. The paint on the deck is already chipping and peeling, even though it was just recently applied. It's clear that they rushed through the job without paying attention to detail.

Overall, I am extremely disappointed with my experience with American Pools & Spas Inc. The pool building process has been a headache from start to finish. I would not recommend them to anyone looking to build a pool. Save yourself the stress and find a more reliable and competent company.

I hired American Pools & Spas Inc. to put in a pool in August . They said it would be delivered in May 2022, but there have been lots of delays. They always blame it on COVID, which is annoying. The things that still need to be done just need some time and attention. They have the materials, but they keep putting other projects first. We passed the inspection because the necessary things were done, but the job isn't finished. To make it worse, they keep making appointments and then not showing up. The people I need to talk to, like the contact team, customer service team, and warranty department, are never available. If they do call back, it's weeks later or not at all. I've asked many times to talk to a manager, but they just give me the runaround and make empty promises. They don't stick to the agreed-upon schedule, and I have to keep bothering them for updates. Here's a list of the problems that are still open or have been fixed.

We hired American Pools & Spas in May to build our pool. The whole thing was 'sposed to take 10 months, but it's been like 12 months now and there's still a bunch of stuff that needs fixin'. And get this, the company ain't even gettin' back to us no more. We gave 'em a big ol' list of all the things that need fixin' and we ain't heard a peep since then. We still ain't had our final inspection and we're waitin' on some documents that were supposed to be done over a week ago. Here's what needs fixin': 1. There's a bunch of them travertine pieces that got chipped at the corners. 2. The way they cut some of them travertine pieces made big gaps and it looks real sloppy. 3. There's holes in the screens around the bottom of the waterfall. 4. The metal around the bottom of the waterfall ain't finished and it's sharp. 5. The outside part of the cage at the back needs to be finished, they said a finishin' team would come but they ain't showed up. 6. There's stains on the tiles and travertine from when they finished the inside of the pool. 7. The pebble finish inside the pool is missin' in some spots. 8. The pump's got a leak. 9. The wirin' is all sloppy, they just zip tied it to the pump instead of securin' it properly. 10. The gutter's leakin' at the joint. 11. There's a gap under the screen door. We gave 'em this list on 4/20 and we done sent 'em 3 more emails askin' 'em to fix it, but they ain't said nothin' back.

We hired American Pools and Spa to build swimming pool in our back yard in spring of 2021. They said it would take 6-7 months, but it's been a struggle to get them to finish. The work they did was messy. The workers left trash like cigarette butts, nails, and sand all over the yard. The worst part is that they were supposed to finish the interior of the pool on 7/13/22 and apply Microglass on 7/14/22. But no one showed up on those days. Finally, on 7/15/22 (Friday) afternoon, they did the interior plaster application. They were supposed to do the Microglass the next day (Saturday) once the plaster was dry, but the workers didn't come. The project supervisor showed up late morning on 7/16/22 and said they couldn't do the Microglass because the company that does it couldn't make it that day (Saturday 7/16/22), and they claimed it wasn't necessary. We did some research and found out that Microglass is important to strengthen the plaster and prevent cracks. We paid them in full because they insisted on it before finishing the interior. We did our part, now we just want them to do theirs and apply the Microglass to finish the job.

American Pools & Spas ain't fixin' the problems we got with our brand-new pool. They done installed it, but there's all these imperfections in the Quartz finish. So they sent some guy to fix it, but all he did was patch up the spots that were messed up. Now our pool, which cost us a whopping 40k, looks like it's been around for ages. It's been 4 weeks since they finished building it, and they still ain't done with the salt water transition. They keep sayin' the "higher ups" are tryin' to figure out how to fix it, but it's been 3 weeks since they patched it up. We're stuck and need someone to step in and help us out. Last time we talked, we told 'em we want a credit so we can hire someone else to finish it, or they can just do the whole thing over again. But guess what? No response. They keep sayin' they're workin' on it, but all they do is pass us around the office. We need a fair resolution, and we need it now.

Decided on this biz cuz it's been doin' lotsa construction in the Horizon West area. Signed pool contract 'round 5/15 for $98,000, had to pay it all upfront. When the pool's "start-up" happened on 8/31/22, I noticed lotsa stuff missin' or not workin' right. I told 'em 'bout it, but they just gave me a construction/work order list that they haven't fixed completely. We've been tryin' to talk to 'em through emails and calls, but they ain't been listenin'. The things that ain't right include a broken pump bubbler lever, jets on the deck that don't work, failed screen inspection, no warranty or water company docs, no response when we ask for updates, chipped pool tile, no saltwater system, no Intelliconnect system, no proper walkthroughs with the pool superintendent, and other stuff we already told 'em 'bout. They were real quick to take our money, but real slow or don't respond when we got legit concerns. They ain't given us no confidence in their way of doin' business. All we want now is for 'em to fix all the problems with our pool, and do it fast.

I hired American Pool and Spa to build a pool with an 11 foot retaining wall because my backyard was sloped. They also installed pavers around the pool to match the back patio. While the brick layers were working on the pavers, I noticed that one corner took much longer to complete. When I asked the brick layers about it, they said there were "big problems" that needed fixing. I couldn't get more information from them, but the project supervisor from American assured me that "everything would be fixed".

Four months after the pool was built, the pavers along the retaining wall side of the pool started sinking. I contacted the warranty department, and someone came to re-lay around 20% of the pavers. However, the pavers sank again in the same spot three more times over the next year and a half. They were re-laid each time, and I was told the issue was fixed.

After two years, American Pools informed me that they would no longer fix the issue and that I had to take care of it myself. I persisted in asking the warranty department to examine the situation, and a new person finally came to assess it. They lifted a few sinking bricks and immediately noticed that there wasn't enough compacted dirt underneath to support them. They checked for leaks but found none. They said they would fix it, but later came back and said the owners of American Pools wouldn't address the issue because "the fine print of my contract" stated it wasn't their responsibility.

I would like American Pools to add more fill to my pool and fix the pavers.

They didn't pay for the damage they caused to my AC unit and won't give me their insurance info to file a claim. Around 10/30, their crew ran over the suction line and messed up my compressor. On 11/1, the AC guy figured out the problem and we told American Pools and Spas. On 11/2, their manager Jamie checked out the AC unit and confirmed their crew messed it up. They said we should give them the repair bill and they would pay for it. On 11/3, we sent them the estimate by email and they said we had to pay for the repairs first and then they would pay us back. On 11/4, we sent them the paid invoice. On 11/10, they said we needed proof of payment to get reimbursed. We sent them a picture of the check we wrote, which they said was okay. On 11/11, they changed their minds and said we needed a copy of the canceled check from our bank to get reimbursed for the $3246.88 repair bill. We have other problems with our pool that they're not fixing properly (tears in the screen, unfinished paint, broken pool pump) and they haven't been communicating well since we paid them. We asked for their insurance info to make a claim, but they won't give it to us and still haven't reimbursed us. We have pictures of the invoice and damage, and we can show emails, texts, and more pictures if needed.