I purchased a gold package pool with metal diamond liner-astral 300 filter system- with the biltmore steps on march 12 2005. I did not receive a maintainance kit, I did not receive chlorine starter chemicals. It was also missing 35 or more of the screw covers, there were no anchors for the ladder to mount to the deck. The vacuum hose is too short to vacuum the whole pool(pool is 27ft round). The flap in the skimmer was also defective, it wont stay attached to the skimmer. The 2 speed switch on the pump burned out and had to be replaced.
Installation was very shoddy. 1 top rail was not fully seated, the plastic covera for the top rails were not snapped together, one was left completely off. The liner bottom is very rough and not smooth. The ladder was not assembled or installed. When the crew left there was only about 2" of water in the bottom of the pool. I had to fill the pool and take care of the liner as it filled. The plastic stuck to the uprights was not removed and looks terrible. I have attempted to contact pool and spa depot on numerous time but to no avail. I have called and left messages for some one to contact me. I have sent E-Mails and have gotten no response. This is the sorriest customer serviced I have ever received. I know things can go wrong with products and service but if the company contacts you and takes care of the issues, there is no problem. To ignore a customer completely is totaly unacceptable. If I would have known this web site existed last year I would have filed a report earlier. These are honest problems and I would like a fix to these. i have made most of the repairs myself. It would be like me buying a $3500.00 pool and only paying the pool company $2500. They would expect what we agreed on same as me. All I want is pool and spa depot to make it right.