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This profile includes complaints for ASP - America's Swimming Pool Company Of Fayetteville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ASP - America's Swimming Pool Company Of Fayetteville

  1820 Noahs Ark Rd , 105 Jonesboro, GA 30236

• 

  ASP - America's Swimming Pool Company Of Fayetteville

  3449 King Springs Rd SE Smyrna, GA 30080-7913

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March, I hired them to uncover my pool, clear my pool water and then re-cover the pool. I explained I was moving and left before they finished with them texting me updates after they were aware I left. They charged me fully and I paid them on time. They never re-covered the pool. I texted the owner, ***** ****** a couple of times now, but no replies in 2 months. The pool remained uncovered and needs to be cleaned again now and still re-covered as I'm across the country. I would appreciate them finishing the agreement and re-covering the pool as they agreed.

  Business Response

  Date: 06/10/2025

  Good Afternoon, thanks for the message.  Please see three attachments.  The original invoice and services paid for were only for the green to clean.  We were never instructed to put cover back on in original work order.  We would have been happy to do this, but it's a 2 man job and needs to be done in the correct manner and set up as a new work order/invoice.

  Also, per the 2nd agreement, the Green to clean maintenance was finished 2 months ago, and job was complete.  We have been doing this for almost 20 years and would not skip out on something like this.  This is well after the fact during active pool season.

  PS: we even told him about filter repairs he needed done to pool or it would get worse and he never responded to a quote sent on 3/20/2025 (see attachment).

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23447871
  
  I am rejecting this response because:
  

  The agreement was a flat rate that included uncovering, clearing up the water and then re-covering my pool.  I explained I was moving and would be out of state before the job was completed so it was very important to me to have this done.  ***** agreed and I confirmed it with his crew too.  In March after I left when they were getting close to finishing the pool, ***** texted me asking if I wanted monthly service and I declined and stated just for the pool to be re-covered at which he replied "copy that" clearly acknowledging he knew it was part of our agreed job.  (PLEASE SEE THE SCREENSHOT OF THAT TEXT ATTACHED)..  I texted him a few weeks later in April asking if it had been re-covered and I received no reply.  I assumed he was an honest person at this point and unfortunately didn't think anything of it..  then last week I was informed by someone who went by the house that the pool was uncovered still open to the elements basically ruining any progress that was made in March..  I texted ***** again and still no response.  I texted him a 3rd time and stated I was sorry he was not responding so I would try contacting the office..  that didn't work either so this morning I received a response only through you and through a ****** review.  I was hoping it was just oversight on his part, but now I am seeing clearly it's dishonest practices.  Hopefully he will do the right thing and re-cover my pool for me, now after skimming it too as there is most likely debris floating in it that would not have been if he had just made sure the job was completed properly after I paid him in full.  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/16/2025

  Hi ******,

  Thank you for taking the time to share your concerns. we want to first apologize for any confusion and frustration youve experienced during this process. We take all customer feedback seriously and do our best to address each matter thoroughly and respectfully. 
  
  To clarify, the service you purchased was our Green2Clean pool maintenance package, which includes uncovering, chemical treatment, filtration support, and brushing to restore water clarity. It does not include covering or re-covering the pool, which is offered as a separate service and typically quoted and scheduled through a formal work order process.
  
  Regarding the text message you referenced when I replied copy that, it was simply an acknowledgment that you had asked our team to re-cover the pool. That message was not a confirmation of service, pricing, or scheduling. As with all non-included services, our process requires a written quote and client approval before additional work is performed. That unfortunately did not happen in this case, and I recognize how that may have caused misunderstanding.
  
  We also understand your frustration with not receiving a response during your follow-ups, and I truly regret that communication fell short during a key time. Thats on us, and I take responsibility for it.
  
  While we cannot retroactively provide additional services outside of the original agreement, I am happy to work with you to get the pool re-covered and cleaned up now, should you wish to move forward with that. Well make sure its handled promptly and professionally, but per our recommendations we highly suggest a new filter or the water will continue to turn green and stay cloudy as it a bit of a older unit. 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23447871
  
  I am rejecting this response because:
  

  Obviously you're not going to finish the job I paid you for.  I know we were clear in planning the flat rate that it was agreed to re cover the pool...  It was very important as I was leaving my home vacant..  I will most likely try to find 3 days to board my 4 dogs, rent a car, drive 1700 miles just to cover my pool at some point.  It's a good thing I work 7 days a week!

  Unfortunately even after 50 years on the planet, I'm still learning lessons about my fellow humans and trust.  I will do better with the next company I suppose.  

  Regards,
  
  ****** *********

• Initial Complaint

  Date:08/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am requesting a full refund for improper work performed on our pool piping equipment. On 04/02/2024 my husband had ASP come quote a repair of a pipe that was leaking on our pool equipment. We were quoted $175.00 for the repair and $230.00 for a flat maintenance fee which was a bi-weekly service including chemicals. My husband is pretty diligent on maintaining our pool, so we agreed to the repair only. The next day, 04/03/2024, the repair was made, however odd. No one came to the door to announce they were here, nor did they come to the door once the repair was completed to show us the results, in fact we had no idea they had even left. We did pay in full, and the leak appeared fixed. Upon returning from a vacation on 06/22/2023, we did discover the fix had in fact failed and the pipes were once again leaking in the same spot. My husband reached out the next day, which was a Sunday, asking for a call back, knowing we would not hear from them that day but to have a response as soon as possible. Well, he never received a response the entire week. I reached out via email on 06/27/2024 and was notified they were no longer servicing our area and would not come back to resolve the issue, despite their website still showing ********* as a location. We had to locate another company that could come out ASAP as we had waited almost a week for ASP to respond. Due to this, our pool turned green because the pump was not able to run while the leak was still active. We were now out of pocket two sets of repairs, time, and money for chemicals to get our pool back to a safe condition. Our original quote included a warranty, when approached about this, *** stated that was only for the parts. I informed ****************, the name listed on the email, that their receipt is not itemized, therefore the verbiage of the quote and receipt states everything included was covered by the warranty. "SERVICE - FLAT RATE Repair Leak on Pump (Including PVC, Glue, Labor, and Warranty) QTY - 1, Rate - $175.00, Amount - $ 175.00". We are not seeking financial compensation for the additional cost that incurred during this process, we just want a full refund covered under warranty for work that was not done properly.

  Business Response

  Date: 08/12/2024

  Unfortunately we have a strict 60 day warranty policy which was stated to client during initial inspection.  Sorry for inconvenience, but have to stick to policy as we have been burned in the past.

  Customer Answer

  Date: 08/12/2024

  Good afternoon, 

   

  Unfortunately, at no time were we told there was a 60 day limit to the warranty, not even in the email thread with the owner was I informed the warranty was for only 60 days.  I was mislead, and told the warranty only covered parts and not labor.  Which is why I responded that the receipt given to us was not itemized, therefore the warranty covered the entire job.  This is the second excuse we have received from this company.  We, gratefully, have not been "burned" like this before.  As stated, we are not asking for the additional cost brought on us by ***'s nonresponse, refusal to correct the error, and neglecting to honor the warranty.  We just want a refund for what we paid for a repair that was not completed.  In the attached email thread, the response to the warranty is attached twice for some reason, but at least both show we were not informed of a ********************************************************** full receipt.  

   

  Thank you, 

  *****************************

  Business Response

  Date: 08/13/2024

  Thank you for the message. Per our original messages, we moved out of the area and did refer you to other companies who were able to fix the problem.  Also per our agreement we cannot warranty the labor only the parts.  We have no problem sending you partial refund per our original messaging.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22116930
  
  I am rejecting this response because:

  I can understand this must be frustrating for you, but you should understand where we are coming from.  Your invoice for the estimate and payment did not specify the warranty was for the parts only.  I would suggest going forward clarifying that for future clients, however what we agreed to was a warranty that covered all listed areas, including labor.  It also was an insult that you stated you advised me/us the warranty was limited to 60 days, when that in fact was never said, verbally or written.  You did notify us that you no longer serviced our area; however, we were asking you simply to come correct whatever error occurred when attempting to fix the leak the first time.  I can understand that for future services you would not come to the area, but to not come and complete the repair you started is poor business and ethics.  As you stated and advised, we did have to hire another company, but only after we received your response to my email, ignoring my husband's calls and emails.  By the time I received a response, it had been five days, and only then could we get on the schedule of another company.  The entire time our pump was off, in ** summer heat, only for the pool to turn green and require multiple chemicals to return to a safe and enjoyable pool.  We did not ask for ASP to reimburse for the added expenses, just simply wanted a refund for a leak that was not fixed.  As a side note, this other company sent two gentlemen to gives us a quote and one told my husband that your company does great work, and this was the first time he was called out after an ASP service was done.  We just did not want to be the exception in your services.  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/13/2024

  Thank you for the message, as we are a company that holds ourselves to a higher standard, and this one obviously fell through the cracks when it comes to communication, and for that we apologize as this is not who we are.  I will be sure to bring this up to our mgmt during our next all staff meeting.

  Respectfully

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22116930
  
  I am rejecting this response because:

   

  This is a nonresponse to my request.  As you stated, you hold your company to a higher standard, yet refuse a refund owed to my family covered under a warranty.  You have stated you allowed this to "slip through the cracks", I can only assume you are referring to the incompetent work performed, refusal to complete the work, and not honoring a warranty paid for.  While leaving my family in limbo for refusal to acknowledge my husband's request is the only thing you are willing to address truly represents the company that serviced our pool on April 3rd, 2024.  Attached to this is a screen shot of the *** company showing a ********* location still active.  The deceit in our transactions is so unprofessional, in stating the warranty only covers parts which is NOT sited, stating you informed us of a 60-day limit on said warranty that did not happen, and you failed to address the fact that it did not happen, and starting the entire exchange stating you no longer service our area with a website still active is why I came to the BBB.  We are not from this area; therefore, we do not always know who to trust when anything, house, car, or pool, needs servicing.  We rely on honest exchanges with the people we entrust to come to our private residence for any repairs.  This has not been the case, and I hope others are not swindled out of their earned money as my family was.
  
  Sincerely,
  
  *****************************