Bought replacement pool from this business summer of 2017 due to previous pool being damaged from tree falling on pool. Winter of 2022, pool had blow-out during one of the temperature thaws. Reached out to Avalon in April to get scheduled for pool liner to be replaced and payed half the cost for deposit. Declined being scheduled for immediate appointment that week due to not being available when offered. Told that we would hear back ASAP with other options. Never heard back. Called again to be scheduled for appointment, told we would receive call back before end of day. No call back received. Rinse and repeat this process. Finally got scheduled, but appointment was cancelled for May, for whatever their reason, and told that we would receive call back to reschedule. Did not receive call back. When we called to reschedule, we were rudely told that we misunderstood this process and were not considered priority by individual that answered the phone DESPITE the owner telling us this entire time that we would be rescheduled as a priority and owner was off, so told we'd hear back when she was back on the next day. This miscommunication between owner and employees only got worse. When called to reschedule, we were rescheduled for the following week. Day came for liner to be placed, and weather was not great. No call EVER came to tell us that appointment was cancelled due to weather. We are understanding that the liner would not be placed on a rainy day, but ONCE AGAIN, lack of any communication with the customer that should be base line to cancel the appointment and received poor response that we should have just known, and that owner was off that day. Appointment rescheduled. Received call that they were adding in day for liners to be placed, accepted sooner appointment. Individuals came to install new liner, found 2 small rust spots and advised us to reach out to Avalon about next steps and that more than likely these could be fixed and liner could be placed after. Photos taken and told they were sent to Avalon. Went to Avalon, and employee informed us STEP-BY-STEP what we could do to fix rust spots and that EVERYONE saw the photos AND that they were on the same page. Informed that we could call the next day after repairs done to reschedule appointment for line placement. Called the next day, and told by owner that we were MIS-INFORMED (SURPRISEEEEEEE) and that they would not be comfortable placing liner based on location of rust - DESPITE BEING TOLD THAT EVERYONE WAS ON THE SAME PAGE AND GIVEN INSTRUCTIONS ON REPAIRING RUST SPOTS. SPECIFICALLY TOLD THAT THEY WOULD NOT PUT THEIR NAME ON THIS POOL OR THE NEW LINER. THEIR NAME - THEY SAID. THIS POOL WAS PUT IN BY THEM IN 2017 AND HAS UNUSUAL RUST SPOTS PER THE INDIVIDUALS THAT SAW IT IN PERSON. THEY WON'T PUT THEIR NAME ON THEIR POOL THAT THEY SHOULD BE STANDING BY AFTER 5 YEARS. We refuse to everrrrrrrrrr use this business again for ANYYYYYYY services as this was the worst experience that we have ever had. Their communication is not only poor - it is like going through whiplash. They refused to stand by their work, gave advice that they clearly do not actually stand by on their own, and refused to even acknowledge or offer any assistance on the state of the pool that THEY PUT IN 2017 (NOT EVEN A 5 YEAR OLD POOL). Not only have they lost us as customers, they lost our neighbors as customers (customers of more than 20 years) who were looking to purchase a new and larger pool. DO NOT use these people. They do not care about you or the pools they put in, only the money they get from you. I will go anywhere else but this place because of all of this. Put your name on this - Avalon. Your customer service skills are horrendous, and your pools are apparently sub-par because this is QUALITY that we got out of it - 5 years for a pool that should be 15-20 easily. Thank you for WASTING our time and the money we spent. THANKFULLY we at least got our deposit back. read more
