Atlantis Pools, Inc.

"They are a amazing company they do a nice and professional job ,im dont have to wait a long time to get my pool ready they do more sooner than I thought tanks guys"

"This has been the worst experience. Like the other review we bought the pool back in August of 2020. I called today because like others the installer does not hold appointments. Furthermore like the other review this is a replacement so there is no digging just leveling and sand. I understand they are behind which really is not an Atlantis pools problem, but here is an Atlantis pool problem. I called today and was hung up on 3 times before finally someone talking to me. When I did get someone I first had to ask their name. His name was Cory. He basically over talked me the whole time. I asked if there was someone else to come to install it. He said that there wasn’t. Then he started to go on about how the installer has no help and that they are still on pools that were purchased in June. Then I asked about returning the pool and going with someone else. I was told to take the pool to the Fairview heights store and that they could sell that pool as cash and carry today, and that he would refund the pool to me the way I paid, and that I would get that in 2 weeks. He didn’t even try to help me solve my problem. I was basically told that they did not need my business and that “I needed to be patient.” He was talking so fast and trying to act like I didn’t have a valid point so Now I don’t know if they cancelled my order or not he was so rude and would cut me off every time I would try to ask a question. It was so bad that a coworker looked at me and asked who I was talking to because she heard the whole thing. Her exact words was “I won’t be using them.” This is not the first encounter that I have and with how rude they are up there. I also work with someone that used to work for Atlantis and was pretty much told that they are all like this. I wonder if they realize that the customer is who pays their salaries. On another note. I was called back in November by Atlantis pools who evidently does not handle the install and was told that they could come and install my pool in December if I was interested however when I called to just make the appointment in Feb I was told it was still too cold. It is whatever is convenient for them. I get that the install is not on them but it is a reflection of there company."

"Bought a pool from the Fairview Heights store and had problems with them from day one. After we paid for the pool we had a hard time to get them to install it. Kept getting excuses of why the couldn't come. Then once we got if installed we had it maybe 2 months and the pump went out. They replace it with the same type of pump and that pump went out. Long story short we've had the pool 2 years went through 4 pumps and they refuse to replace it. We have not gotten 1 full summer with one pump yet. We just asked if they would give us a discount on a different brand of pump that they are selling now and they said no. We were told that they have had to eat 25 other people's that had trouble with their pumps. Just a little advise to the owner. If you have that many people that have had problems with the pump maybe you should have switched to a different brand sooner!!"

"Horrible customer service and even worse follow up!! I bought a pool heater from them and they installed it in July. In mid September, it was leaking. (No big deal at this point, that's the purpose of a manufacturer warranty) I contacted Atlantis and talked to someone who asked me to send them a video of where it was leaking. After that, no response. I contacted them two days later and asked for status, and they said they will send someone out to look at it. An Atlantis rep came out in a reasonable amount of time (1 week) to look at it with no intentions of repairing it. The rep gathered some information to bring back to the office, I guess to declare if it was covered under warranty or not, not sure because he was very vague, and told me the main office will call me. After a week, I text the same number that I sent the video to, and Atlantis did not respond. Another two days later, I text again, asking for status and I got a response that said they were out of the office today and would call me tomorrow. (they never called) I waited two days and then called the main office. I got a different guy that said he was familiar with my file and he would look into things and get back with me. It has now been 50 days since their initial inspection and the promise from two different reps that they would call me (three promises if you count the inspection guy), and no resolution plan from Atlantis pools. Meanwhile, I have recently contacted the manufacturer of the pool heater myself, sent a video, serial number and everything they needed to declare if it was covered under warranty. The mfg has decided that it is covered under warranty and I have already received the new part and I will figure out how to fix it myself. My advice, if you are going to get this bad of customer service and have to do everything yourself, save your money and frustration and get it off the internet (the exact same model was $400 cheaper online)"

"Called and ordered a pool liner and was told it would be there on Sunday . We could not make it till Monday and the gentleman told us he would put a hold on it till then . When we arrived Monday we were told by the three employees, simply, "we don't have one". After we explained that we already called we were still told we don't have one over and over . No one offered to make a phone call or to even try and get a liner there they just said we don't have one and sat back down . Absolutely poor customer service and this is not the first time either . I have found a new pool place down the road from them and will never return terrible customer service ."