Report: #339310

Complaint Review: Swan Pools

  • Submitted: Wed, June 11, 2008
  • Updated: Fri, March 01, 2013
  • Reported By: Galt California
  • Swan Pools
    1810 Field Ave
    Stockton, California

Swan Pools Mistakes, Mistakes, Mistakes Made by Swan Pools Stockton California

*REBUTTAL Owner of company: Unjustified complaint

Show customers why they should trust your business over your competitors...

Swan Pools was the worst company to use. The sales lady Joni, that helped up and filled out all the paperwork, contract with us had an old color chart of plaster color so it ended up that our plaster color was completely different. We called the company and they insisted that we were mistaken and did not want to do anything to fix the problem. Mr. Willard Jr. the owners son came out (family based office) to see the pool and said that is the color that was on our contract and that they were not going to do anything to fix the problem. We told everyone we talked to at the company that "that was not the color we picked" even when they left and the pool was filling up with water I called the main office to let them know it didn't look right. Finally they figured it out that in fact we were not the ones that were wrong it was them, after they insisted that we just changed out minds once we saw the color and wanted a different one. That held up us being able to use our pool for a few weeks until they couldfit us in even though it was their error. We asked for a specific remote system that we had at our last house, the sales lady had pictures from brochure with the name, model number the manufacture uses etc of the remote that we supplied her with and gave her copies of all the information on the remote, she said she had to check to make sure they could get it and followed up with us to say they can get it and all was good. They installed the wrong electronic system/remote. Again we were on the phone numerous times talking to the actual owner Mr. Willard Sr. this time and he told us again they will not be doing anything to fix it due to the remote number that was listed on our contract. We explained we don't know what numbers their company uses, how are we to know that it was wrong after we talked to the sales lady. My husband and Mr. Willard Sr. touched on the subject of small claims court and the B.B.B. reports (Mr. Willard was insisting that they had none and my husband had it pulled up in front of him that in fact they had numerous at that point Mr. Willard Sr. said he needed to check with Joni to see if we were asking for a specific remote system, how conveniently she said she knew nothing of it. We ended up faxing in paperwork to Mr. Willard Sr. that Joni herself filled out in her handwriting saying that we wanted the system that we had at our last house, to prove that again we were telling the truth as they insisted we must have been mistaken. We still never got the one we requested and ended up with a model they claimed was an upgrade but isn't as good as the one we had asked for. IT was a newer system they were starting to use. The remote did not work so they sent someone out to fix it and the person that showed up knew nothing about the remote or system and was on the phone the whole time trying to get walked through how to fix it. He admitted to me that he didnt know why they sent him to fix it because he didnt know how to. In the end they figured out that the remote was bad and ordered us a new one. They never told us or our neighbor that the remotes can control the pool even a few houses down so for a about a month we were controlling our neighbors pool and they were controlling ours until we figured out what was going on so again someone from Swan had to come out to fix the problem. In our contract we asked for tile to outline our steps (for our kids safety, easy to see) they came out to plaster and realized that they did not have the tile for the steps so we were told they could leave the tile off and do the job that day or come back in a few weeks to finish the job again when they could fit us back into their busy schedule. They had our heater delivered to a house on the next street over from us and it was lost so that held up the job more until they researched it and found out that they had listed the wrong address down. They hooked our pool and spa lights to the same switch so we can not have only the spa lights on if we are not using the pool at night we have to light up the whole thing, so much for romantic nights in the spa. They installed the electric box where we asked them NOT to due to a fence that we knew we were putting up, again on the contract and pool blue print plan so they had to come move it after they already installed it all on a big post so now we have the post still in the concrete. One of the rocks from our waterfall broke off so they had to come back out and re-attach it. Our plaster is now very faded from the original darker color to light gray just after three years. I would never use this company again if they were the only ones out there.

Galt, California
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This report was posted on Ripoff Report on 06/11/2008 01:15 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

Unjustified complaint

AUTHOR: Swan Pools - (United States of America)

We were recently made aware of this complaint by a client who had been advised by one of our competitors to "check out Rip Off Report".  We immediately checked and found this complaint and are filing this rebuttal in answer.
With tens of thousands of swimming pools built in California by Swan Pools since 1954 it is inevitable that there will be clients who remain unsatisfied despite our having fulfilled our contractual obligations.  That is the case here; the customer received the pool they contracted for and we built the pool following all the codes and standards of our industry.  Somehow we could not meet their expectations.  We would be proud to show the McClintock's pool to any prospective client.

All of the products we provided (tile, remote, etc) were in accordance with the contract and were available for viewing on the internet; clients were made aware of this and could have checked   at any time.

With over 180 pools built or under construction in the small community of Galt, population approximately 23,940, Swan Pools enjoys an excellent reputation in Galt and must be doing something right!    Having built more than any other company still operating in Galt we can safely say that our reputation for quality, honesty and integrity speaks for itself.

For further information feel free to inquire at Better Business Bureau, Contractors State License Board and our website at
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