Complaints

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:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi, I had a pool put in by this company There was a trench that was suppose to be in the back side of the pool that wasnt put in. *** ( overseas building pools) said it wasnt required and we were ok if it wasnt it. But it was on the plans that was submitted to the twp and the twp is not closing our permit unless its in as per the plans submitted. I have been going back and fourth for months at this time. Engineer says it has to be in. Two says it has to be in based on the plans provided.Pool company is not doing anything about it. Even though it was in the plans submitted I keep waiting and waiting to hear back The last time was over a month ago.And it was to tell me have the engineer write a letter to the twp that its not needed. But the engineer states it is needed and he will not write a letter

  

  Business Response

  Date: 08/22/2024

  Atlas Pools installed a new in ground pool for ************************** in Barnegat Twp.  Barnegat requires engineering in order to apply for a permit for a in ground pool.  Atlas recommends a engineer for this process and once the customer has the engineering done we assist in the engineering application and submit everything needed to the Twp.  When I received the drawing from ************************** that the engineer had completed I noticed right away that the set back requirements were incorrect.  At this time there was no recharge trench on the plans.  Knowing 100% that the Twp would reject the plans I contacted the engineer and notified them of the mistake.  They revised the drawing to show the correct setback requirements but for unknown reasons the revised plan did show a recharge trench across the rear property line.  This is not something new as we have dealt with this requirement before when the engineering requires it for drainage.  I reviewed this with ************************** prior to excavation and in my experience felt that this was not a situation that should require a recharge trench based on the property.  I agreed with ************************** that over a 3000. expense for something I believe was done in error did not seem right but could be something that had to be dealt with at final inspection.  When this did come up as a issue I contacted the engineer asking why the trench was added to the revised drawing?  We requested it be removed as it does not apply to this property.  Initially we were told the Twp required this but I know that is not the case.  After speaking with the Twp engineer directly he advised that he only looks for what the engineer puts on the plans.  I again communicated this to the engineer that did the plans and ultimately he revised the drawing eliminating the trench and provided copies to the Twp engineer for approval.  Thankfully the matter has been resolved.  I'm sorry it took so long to make this happen but I don't have control over the engineer.  ************************** has been nothing but a pleasure to work for and I hope to continue our relationship for years to come.

  thank you,

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

  Customer Answer

  Date: 08/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:07/17/2023

  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.

  Our project (new pool liner) started the week of 6/19/2023. It was brought to our attention by project manager *** that the new skimmer that was installed in such a way that it may need additional screws to mount flush or a putty/caulk to prevent any loss of water in pool. This was never done and we were assured it was not needed as skimmer had pulled flush with concrete wall. However we have been losing water since the install and have repeatedly called the business, with no success. Most calls go unanswered or are not returned and the few that do make it throgh to *** never progress anywhere. Took him 4 calls to even suggest he or his team would take a look and it has been 6 days since that conversation and we have not heard back. We performed all tests that *** asked us to perform (even though this is their responsibility) and were unable to solve the issue. We had to have another company come out to assist and they charged us, but didn't want to probe the issue any further because of the horror stories they have heard about Atlas. He did not want to do anything that would void the warranty on the liner or cause Atlas to pass the buck on who is responsible for the initial leak. I am seeking a return of funds to cover my out of pocket for services that should have been covered by Atlas. We paid over $5,000 for this job and would like $750 refund for out of pocket costs resulting from negligence on the part of Atlas.

  

  Business Response

  Date: 08/17/2023

  Hello, I would like to respond to the complaint from ***********************  This is a unfortunate situation as I know ********************** invested a lot of time & money with renovating this older in ground pool.  We did our best with helping and advising him & the contractor doing some of the work.  Atlas was hired to install a new liner in the pool once the renovation was completed.  ********************** had all of the concrete replaced around the pool and during that process purchased a new in wall skimmer from Atlas.  When his contractor installed the skimmer it was done improperly.  While bringing supplies to our team the day of the liner installation I took a few minutes to look at the work that was done and immediately noticed a potential problem with how the skimmer was installed and also the pool wall around the skimmer opening.  The contractor that installed the skimmer did use the proper holes designed to set the skimmer in the pool wall and instead used the actual face plate s**** hole to set the skimmer in place.  The skimmer is installed on the outside of the pool wall and once the decking is done there is no way to access the skimmer so its critical that the installation is done properly.  The bigger issue and I pointed this out to ********************** was that the skimmer was not set flush to the pool wall and in this case the pool wall is made of "plastic" that already had quite a few cracks around the opening.  I explained that my concern was that while trying to close that gap by tightening the s**** around the skimmer the pool wall would crack even more making a seal around the perimeter difficult.  The gap at the bottom of the skimmer and pool wall had dirt packed in from when they backfilled around the skimmer preventing it from having much room to move and trying to push the plastic wall to the skimmer was a concern because of how old and brittle is was and already cracked in a few places.  I was able to show this to *** ********* and at the time it looked like we cleared enough of the dirt from between the skimmer and wall to s**** the face plate down tight.  Because of the existing cracks I explained that in the even there was any water loss that some type of sealant/silicone may be needed around the perimeter of the opening to seal it.  Unfortunately there was nothing else that could be done at the time except do the best we could with what we had to work with.  When the guys completed the job they reported that they were able to get the screws tight around the perimeter and could see no visible gaps that would most certainly leak.  After the job was completed and pool was filled to normal operating level ********************** called the store and explained that they did lose water and after refilling the couple of inches a few times determined that the leak stopped right at the bottom of the skimmer each time.  Once this was determined I advised using a dye to see if it revealed exactly where the water was being drawn.  That attempt did not reveal exactly where the water was escaping so I then again advised using a silicone or type of sealant around the perimeter where the skimmer meets the wall.  Our guys did the absolute best they could with what they had to work with and unfortunately once that skimmer was installed and the decking complete there's simply no way to adjust anything.  The skimmer installation issue combined with a older brittle plastic wall that was already cracked is something that Atlas had no control over.  I was happy that I happened to be on site that day to see it for myself and have the opportunity to show ********************** what we had to work with, what we could do but most importantly what he may have to do in the event there is water loss because of this.  The liner installation was great and the pool looks beautiful but I fully understand how frustrating it is when losing water.  ********************** was a pleasure to work for and I'm sorry this happened but it was not the result of anything Atlas did wrong and I felt as though this possibility was clearly explained before the job was done.  After talking about it I was very surprised to see a complaint filed.  I'm happy to hear the problem was resolved but this issue was not due to anything Atlas did wrong or incorrectly.  I hope they enjoy the pool for years to come and feel free to contact Atlas for anything they need in the future.

  thank you

  Customer Answer

  Date: 08/17/2023

  
  Complaint: 20331448
  
  I am rejecting this response because:

  while most of what has been stated by the business is correct, the problem has not been resolved, and all of my calls are still going unanswered. While the issue with the skimmer installation was absolutely brought to my attention, it is the responsibility of the business that installed the liner to come out and verify the leak is absolutely caused by something out of their control and then advise from there. They cannot just do diagnostics over the phone and expect the customer to go in there and do all of these tests. Poor business practices and I will be filing a civil lawsuit for damages, which I advised the store of today about 90 minutes prior to the BBB response by ATLAS. How convenient. I was not blaming ATLAS for the leak in the pool, I was only asking for them to come out  and do an inspection since they were the last hands involved in this job. Just because the leak stops at or around the line of the skimmer does not mean there is no tear in the wall of the liner around that level. They are negligent and failed to come out and do a full inspection as promised in my last phone call with ******* 
  
  
  
  Regards,
  
  *******************************