American Pools and Spas, Orlando Warning - Don't Use American Pools! orladno Florida

Less than two years ago my parents contracted to build a new pool and after careful research and interviewing four companies they selected American Pools and Spa.   They were not the least expensive by far; however, they "guaranteed their services, said they would stay on schedule, had incredible warranties, and promised that we would not be dealing with multiple contractors but would have staffed managment oversite".  

We contractd for very specific servives to include an upgraded deck, removal of the old pool as well as clean up of the yard to include sod replacement.   Most importantantly, as my younger brother was on chemo and radiation treatment, the construction start date was salient as my parents needed to arrange other accommodations as he could not be subjective to noise that comes with demolishin.   We agreed on a date, gave them the required (huge) deposit, and right before the start date, we headed out of town on a "vacation" to ensure my brother's ears (extremely sensitive with potential further damage caused by loud noises) would be protected.  

Mid way through vacation, my mom called to check the status and ensure we that they were on schedule so that we could return home.   After four calls into American Pool, we received a call back.  They hadnt started!   Although our check was cashed, we were not even on the scheudle.  This was the start of the American Pool Nightmare.  

When we returned home, the only thing that was done was the removal, to our surprise, of our "old" pool equipment.   We specifically asked them not to remove it as most of it was less than one year old, the sap heater was right out of the box, and we had scheduled to have a charity pick them up.   Sadly, they could never be found.

Demolishin started at the very worst time.  Right as my brother came home from a five day hospital stay.   There must have been 5 different companies parked in front of our house - so much for "we dont subcontract".  

although we had specific agreement on the look of the deck and provided pictures and samples, we were told that the deck could not be done.   They looked at the picture as if they have never seen it.   after many weeks and visits to their office, my mom compromised on the pool deck.   She specifically asked about the warranty for cracks and the owner, Ben Evans said "if it cracks, but it wont, we will replace it".   Within a week after the installation, the pool deck started to crack.   My dad called and was told to wait until additional cracks appear.   they did.  My mom called and was told wait until they are "nickle size".  We did.  According to the file, 9 calls were placed after that, most to the attention of the owner, however no calls were returned. 

Additionally, the drainage, although they said they addressed, was flooding our back yard and seeping into our kitchen and we had to hire a professional company to put in new drains and compelety fix.  The sod, as promised was never fixed, and in fact, we got letters of intent to pursue leagal action from our HOA.   After several calls to American Pools, we gave up and paid for that expense also even though it was indeed part of the contract.   And the thing that makes my mom most upset, the interior pool color was not what she selected.   She paid for an upgrade and sent several pictures confirming the exact color.  When we got home to a "smurf colored pool" we called and were told that was the right color.  However, they had a contractor out there touching up and he looked at the can, laughed and said, "nice try for American Pools" and read the label he just used... a completely different color off of the can.   Again, calls were left unreturned.  

So, as my brother sadly had a reoccurance and went back into treatment, clearly this was not something we had energy to waste on.   Frankly, we have never enjoyed the pool due to the nightmare of service that we encountered.   However, two weeks ago there was a knock on our door and it was "American Pools".  What an unexpected surprise.   Their service rep Casey was checking recalled equipment for life saftey issues.   He said he would disconnect and take away any bad equipment, which we were pretty sure would never happen based on their track record.   Regardless, Casey was pleasant and mentioned the cracks on the deck - which now snake hideously on all sides and in every direction.  He asked if Ben Evans the owner was aware and my mom said yes.  He said "that isnt right and he needs to fix this".  The confirmation that this wasnt "as it should be" by an American Pool associate brought my mom right back to that same place of frustration.   She reached out to the owner via email twice, however, he didnt respond.  My father called three times, and again, the efforts were ignored.  

In the interium, we had the spa company out for the fifth time since American Pools did their damage, another $88 in fees, and again, confirmation that they damaged the new equipment.    Additionally, a crack is now appearing in the interior of the swimming pool - it simply doesnt end.  

I typically dont complain, however, I hate that my family is not enjoying the pool that they over paid for.   What do you think it would take to make this right?   I would like to have this solved as my parents have enough on their plate.   Thank you for your ideas.