Carlton Pools
Reviews and Complaints

To whom it may concern:

Freed, Philip
1 Smith Road
Flemington, NJ 08822
[protected]

Pool installed by Carlton as new. Few years later, purchased a heater from Zodiac. It has broken every year. Zodiac came out 2 times and recommended increasing pressure to gas lines which has $3000+ expense. Did not resolve issue. Proactively began working with Charles in service (replacing Donna who has intimate knowledge of history). Pool went down last year 2018. Carlton Tech diagnosed issue to be resolved when opening a week ago 2019. Charles confirmed long standing history with this model from Zodiac. I had legal confirm history of similar issues is reported and known to manufacturer which is discoverable. All proactive resolutions steps not followed by Carlton. 4 phone calls to Charlie since pool opened and commitment from tech who opened pool to get resolved with Charlie (tech cell 267.246.0683 Paul (Time Stamp: 13MAY2019@6:14PM). Heater has broken annually without resolution through warranty every year under Carlton and Zodiac/Jandy program). Attempts to resolve without further mitigation today in emails and conversations with Paul Rose and email to Zodiac Representatives "Jeffery". This is a breach of terms as professional installation and directives under warranty were followed via installation of Carlton. I solicit your resolution in next 10 business days. Also I request all records related to my pool and heater are retained until a resolution is identified. Philip Freed

We had a concrete swimming pool built the summer of 2004. Price was $31, 228.00 and we paid cash. It came with a "Limited Lifetime Transferable Warranty" which was one of the reasons we chose Carlton not to mention their pool quality comparison chart documenting that they offer wide shoulders & sidewalls, deep frost beams, thick shotcrete at stress points and 4000 psi certified concrete. The second season (2005) cracks started erupting throughout the pool. We called to report these issues with Steve with no follow up on Carltons end. It took hundreds of phone calls to finally get someone to come out to inspect. Finally, a few years later they came, decided it was a bad batch of concrete so they were going to jackhammer it out and replace it. They did and it started cracking again the next season. We have called millions of times and no one EVER calls us back. A man did come out this summer one morning and tried to caulk some of the cracks on the stairs; however, he only did a few of the cracks on the top stairs and it looks AWFUL. There are lots of them throughout the entire pool. We are so disappointed that we chose Carlton to build our pool and would like nothing better than to have it fixed and stay. We get extremely tired of calling a few times a week asking for someone to please return our call and figure out what do do about this. I would not recommend Carlton to anyone. They don't stand behind what they sell or put in writing.

We had a concrete swimming pool built the summer of 2004. Price was $31, 228.00 and we paid cash. It came with a "Limited Lifetime Transferable Warranty" which was one of the reasons we chose Carlton not to mention their pool quality comparison chart documenting that they offer wide shoulders & sidewalls, deep frost beams, thick shotcrete at stress points and 4000 psi certified concrete. The second season (2005) cracks started erupting throughout the pool. We called to report these issues with Steve with no follow up on Carltons end. It took hundreds of phone calls to finally get someone to come out to inspect. Finally, a few years later they came, decided it was bad concrete so they were going to jackhammer it out and replace it. They did and it started cracking again. We have called millions of times and no one EVER calls us back. A man did come out this summer one morning and tried to caulk some of the cracks on the stairs; however, he only did a few of the cracks on the top stairs and it looks awful. There are lots of them throughout the entire pool. We are so disappointed that we chose Carlton to build our pool and would like nothing better than to have it fixed and stay that way. We get extremely tired of calling a few times a week asking for someone to please return our call to figure out what to do about this. I would not recommend Carlton to anyone. They don't stand behind what they sell or put in writing.

5th year with our Carlton pool. Multiple crack repairs, complete jackhammer repair last year with hydraulic cement and replaster. This year told we have to completely replace it due to original concrete recipe issues. Now arguing with them on when/how they will fix. They'll say anything to your face (when you can get them to respond) but likely to do something much less. Wish me luck - they said they would take it out in September and its late October. Customer service is virtually non existent, and this story doesn't include all the other issues in installation, contracting, etc we endured.

We have spent $70, 000 for a pool that was to be completed and promised several times by 9/7 so my husband could have a family event before his 49 year old sister died. She died 2 weeks ago. They are 5 weeks post promise date and there have been numerous problems. Most importantly - NO COMMUNICATION and NO ONE CARES. Today after my husband was pushed over the edge due to POOR work - cracks in the pool, delay here and there (and the weather has been good, so that can't be used) they said "well, we'll come back in the spring and finish it." I am so mad I refuse to talk to my husband. Whoever Nikki is is a joke. If you call her or anyone else they do not call. Heck Steve was to call me when he got back from lunch 3 weeks ago. NICE LUNCH. The saleman sold my husband. I do not trust or respect this company. I've had many major projects done at my house and I have never encountered such a HORRIFIC organization in all of my life. THE WORST. Normally I give people the benefit of the doubt but this is a poorly managed company and someone there needs to read the book THE PURPLE COW, because they are not. They are Goodwill only at Lord and Taylor Prices. Someone said why did you go cheap. $70, 000 is cheap?

I also have had a poor repor with the comapny. the salesman dropped the ball and seemed disorganized from the begiining and your pool will not be finished when the contract says it will be. when i called to talk to the owner- joe solana the third, he was extremely rude and sais just take us to court- they did my families pool 25 yrs ago when joe solana sr was around and he was fine. no problems then. generation 3 results in poor attitude and poor referrals now i guess. very diasappointed in the company. wish i researched more than just better business bureau.

They are the worst! They do not hold up to their promises, it took weeks to get anyone out for the survey, then about another 6 weeks for them to SUBMIT the permits (this should be done in a few days) then during the job they would not show up for weeks at a time, it took about 4 months for them to finish my pool, my friend had one done and it took a total of 5 weeks from the permit phase to completion! I would rather swim in a kiddie pool than ever build with them again! What a nightmare this was and it took the fun out of the pool for the first summer we had it because of the nightmare process.

ALSO - during the process they kept trying to raise the cost for this and that saying it was not included in original price and everything WAS>>> What a bunch of liars, cheaters and NOT in the consumers best interest...

GO ELSEWHERE FOR A POOL!

May 09, we signed a contract with Carlton Pools, Collegeville, gave them $1, 000 deposit for their kidney shaped pool for 30, 000.00. It was supposed to be in place by July 6, 2009. We cut down trees in preparation and we planned a party for our granddaughter in August.THEN NOTHING HAPPENED!

It took 4 weeks for them to pick up an application from our township, 6 weeks till someone came out to view our property, 8 weeks to find out we needed a topo, 10 weeks to find out we needed 2 variances, so on and so on. Our granddaughter was very disappointed, our yard a mess, our trees are cut down to 4' and we still DO NOT have a pool in 2010.

The only thing they were QUICK AT was CASHING OUR CHECK and putting up an advertizement sign in our front yard! Even before we saw anyone.

I spoke to the owner about their pessimissim, why put in a pool in October just to close it. He had our deposit, I wanted to be first in the spring of 2010 like their ad says deposit now get this years price.

He said he would not honor the same price because they would only profit a few thousand dollars not that it's the old "BAIT & SWITCH" but usually people enhance their pool HIS EXACT WORDS! We didn't matter because he didn't make enough profit.

After reading the horrors of the people who did get a Carlton pool, apparently their product is as bad as their customer service. Maybe I was lucky after all. Consumer beware!

I am writing to warn anyone considering contracting Carlton Pools to install their inground pool. My husband and I choose Carlton Pools to install our pool in the spring of 1998. Inspite of the higher price quote, we believed the reputation of the company. Within the next two years, Carlton had to send someone to correct problems with the pool. The first problem was a loose light fixture at the deep end of the pool. The second problem addressed loose tiles and two pieces of coping. Both problems were resolved without resistance by Carlton.

In the fourth and fifth year, tile and coping problems persisted. Carlton was called and they subsequently sent the subcontractor to remedy the situation. By the sixth year, major portions of tile were falling off the sides and coping was coming separating from the surround. I placed a call once again to Carlton sending documentation via e-mail. Carlton's response was that the tile and coping had only a three year warranty. I stated that this was an on-going problem started well before the warranty expired AND the fact that they serviced the pool in the fourth and fifth year supported my contention that they were responsible to fix the problem.

The pool company's response shocked me. What I was told was, "We never left an invoice so you can't prove we ever did any work." My husband was infuriated. He called and asked to speak with customer service and within the conversation, he too was shocked. He was told, " Yeah, Carlton never tells anyone that there needs to be waterproofing installed--I don't know why. We can do it for $2000 OR if you want, I can do it myself and save you $500."

We next sought to resolve the situation through our township consumer mediation group. After investigating and interceding on our behalf, our township representative called us and told us that, if we wanted resolution, we need to find it in court. He also added that he hoped we would pursue this in court. The company owner told him that that is the only way he would address the poor construction issues.

The company did sent a representative to assess the damage. He left a repair estimate for $11, 000 (6 years after installation). The initial cost of the pool was approximately $25, 000.

I would never use this company again for anything nor would I recommend them. They opened a showroom in Richboro, PA because there is a lot of business in reconstruction. Most of it is probably their faulty work. If you decide to try your luck with Carlton, be sure to get an invoice each and every time you have them come out.

I will add pictures at a later date. I am hoping that my son will feature a video of our pools pathetic state on his You Tube site.

Carlton Pools in PA built our pool 3.5 uyears ago. The tiles on the Hot tub are falling off. Of course the warranity was for three years, and our pool has been running for 3.5 years. What a scam.
We are not rich people, and this pool was a major investiment for us We thought we picked a good company. Think twice before you pick Carlton. If thing are going wrong in this short of time, what will our pool be like in ten years when we will just be paying off the pool loan. I AM VERY UNHAPPY

Carlton tries to bully people into their contracts. They put contingent upon financing, you get denied and they try to not let you out of the contract, as well as trying to tell you can not build with any other company for two years. Who are they to tell someone what they can do with their own money on their own property, just because of being denied for credit.

Other people have told me horror stories, like they designed their pool wrong and tried to make them pay an extra $10, 000! For their mistake. Also, it took them 4 months to build their pool, so they did not even get to enjoy it for the first summer.

If I was in the hospital dying with cancer and Carlton said they had the cure I would pass on having them implement the remedy. This outfit can't do anything right and the owner doesn't even care.

Installing a pool is a multi step process; and they screwed up ever step

I suspect the Carlton motto is "Why do it right the first time with professionals when you can employ ###s and have them do things that only escapees from a nut house would do.

My pet dogs are smarter than the Carlton crew and management combined and the piece of crap owner doesn't have a single desire to make you a satisfied customer.