Royal Pools & SpasUnethical business practices

This review was posted by
a verified customer
Verified customer

On April 5, 2007, a Royal Pools representative, Mr. Matt Boyle, came to my home to perform a site inspection for the installation of our above-ground pool. Mr. Boyle asked my wife, Adela, and myself where we would like the filtration system positioned. We told him that we wanted the filtration system placed on the side of the pool. He proceeded to draw a diagram of the pool and marked an X where we wanted the filter positioned.

On April, 26, 2007, Royal Pools workers came to my home to finish the installation of my pool. When my wife went out into the backyard to see their progress she saw that they had placed the filtration system towards the left side in front of the pool. When she told the workers that it wasn’t where we had requested, she was told that the current location of the filter was fine and they left it in place.

As the days wore on, we noticed that our pool water wasn’t clearing up. We performed the necessary maintenance tasks but it still remained cloudy throughout 3/4 of the pool. My wife and I would take water samples to Royal Pools and complained of the cloudiness but were only pushed to buy more products. My wife alone has made five complaints to Royal Pools. Sue, the mother of the present owners, came to our home to see the pool and gave us an excuse about the poor quality of water in Middletown. After we pointed out that our neighbor had a crystal clear pool, she admitted that they had not done a good job and that Royal Pools would come to our home and move the filter. After her visit they sent workers to our home two times to try to clear up the water. Their attempts also failed. Finally, my wife and I went back to Royal Pools to demand that the problem be fixed as we have not been able to enjoy our pool in the six weeks since it had been installed.

On June 8, 2007, Royal Pools workers came to our home to move the filter. But when they informed my wife about their course of action, she denied service. The workers were only going to move the filtration system and leave the skimmer in place. They were going to bury a plastic hose about a foot underground that would connect the skimmer to the filter. We did not agree with that because the plastic hose would have frozen in the wintertime and consequently burst. We also objected because we wanted them to complete the job and move the skimmer and return fitting (hydro stream) as well.

On June 9, 2007, Mr. Matt Boyle came to our home to speak with us. He took a look at the filter and pool and said that Royal Pools would move the filter but we had to cover the costs for the water and moving the liner. We told him that we would not be paying because it was their error as they knew where we wanted the filter installed. Mr. Boyle became angry and unprofessional and told us that he did not want us to go to “his” store anymore to give complaints and that he never wanted to hear from us again. I told him that I’d see him in court. Mr. Boyle countered, “Good, I love that” and stomped off.

We truly want this matter resolved. The position of the filter is not letting the water in the pool circulate effectively and thus the water will not clear up. We should not have to pay for any expenses when Royal Pools and their employees did not do as requested and expected. We and our two young daughters have not been able to enjoy a pool for which we paid over $8,900 for. We are very frustrated with trying to communicate with Royal Pools as we have only been met with excuses, denial, and unprofessional behavior.


  • Do
    Doree Mortillo Jul 28, 2014

    ! this is company I used even after reading the above reviews. Matt and Beth are the owners of the company, and I was in constant contact with them during the whole process. (I Im sure My husband and were annoying as we kept changing the plans, size and position of the pool!) They were both amazing and everything was done right on time! I had called Orange county pools as well as every other pool company in our area, and I am STILL awaiting a call back from any of these companies! Reliable, honest and upfront.. These are words that best describe Royal pools!! Matt was on site here during the excavation process and stayed here to introduce me to the next crew that would do the installation. I found this company to be a pleasure to work with, and you can see other reviews I've done on other sites, Im very picky, and being in the service industry myself I appreciate customer service that goes above and beyond!

    0 Votes
  • I agree that they a scam. My 30 year warranty is not anything when the wall has more than 10 holes in it and the look for a way to not replace it. I would say not to by from this company>> they do not back their product and they are a rip off... Waist of THOUSANDS of $$$$ pay a real POOL COMPANY LIKE CROWN POOLS>>>

    0 Votes
  • Bj
    B J Buckley Jun 09, 2013
    This comment was posted by
    a verified customer
    Verified customer

    I agree with the above comment. I had work performed on my home in February by Royal Pools. The contract stated they would regrade and reseed the yard in the spring. It is now the middle of June. I have left many calls with their office requesting that they contact me regarding completion of the contract and I have yet to receive a single reply..

    0 Votes
  • Br
    Bria Nicole Jul 07, 2011

    Service sucks. Once they have your money they treat you like garbage. I need one simple thing done and I've been getting the run around for the past week and a half.

    2 Votes
  • Ma
    matt boyle Nov 23, 2010

    Royal pools and spas performs pre site inspections prior to installations so that we avoid this type problem. We prepare a sketch of the propsed installation site for the pool, as well as the filtration site, as the cost to change these locations after install is prohibitive to say the least. This sketch is detailed in that, there is no question as to where these items are to be installed in the yard. Both parties are then required to sign and date the diagram sealing the agreed upon location. These records are kept on file for futuer viewing if neccessry. The water quality issue has nothing to do with the filtration location. Royal pools completed the job they were contracted to do in a quality and timely fashion. If there is someone who wishes to discuss the actual facts of this situation i urge them to contact me directly! Matt Boyle, Royal Pools& Spas Inc. 5008 rt.17m, New Hampton, N.Y. [protected].

    0 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions


    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.