Complaints

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• Initial Complaint

  Date:03/08/2022

  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.

  They put a new pool liner in my pool in 2019, liner became defective May. 2021. Owner came out and said it was a manufacturer defect but then ignored us since that time. We’ve been emailing and calling for a year now with no one contacting us. Now that I’ve given them a 1 star review someone had reached out and retracted what we were told from the owner. We’re now being told we have to pay for a whole new liner and that there’s nothing they can do for us! I want my money back for what this liner cost me so I can use a different company, I should g have to pay for this out of my pocket as this liner became defective within my warranty period!

  

  Business Response

  Date: 09/08/2022

  **** ** ****
  ****** ******** ****** ** ******* *******
  *** **** * ******** ***** * ****** ******
  
  On May 2, 2019 we
  sent the ******** a quote to install a new liner for them. The first part of
  this quote was for a ******** liner that comes with a 5 year warranty. The second
  part of this quote was for a ********* Series liner that comes with a 1 year
  warranty. These liners were both from the same Manufacturer. At that time a
  copy of the different warranties was attached for them to view. (See attached)
  The *********
  Series liner is a discontinued pattern that the Manufacturer is selling off at a
  lower price and is only available for as long as the quantities last. Therefor
  the Manufacturer has changed the warranty period for those liner patterns from
  5 years to 1 year.
  They chose the
  ********* series, 1 year warranty liner and on May 22, 2019 we installed the
  liner for them.
  On August 12, 2021,
  we received a phone call from ***** stating that his liner had wrinkles and
  that we had installed a new liner in their pool in 2019. This was more than 2 years
  after the initial installation and they had no issues at the time the liner job
  was completed. I went out to have a look at the liner as a courtesy on Aug. 18,
  2021 and at that time there were 2 spots on the walls that had wrinkles. I
  asked ***** several questions about their water testing and chemical balancing
  practices. ***** stated that they had their water tested at ******* Pools. I indicated
  that the wrinkles appeared to be caused from poor water chemistry and would not
  be covered under warranty. This is because the wrinkles were only in 2 locations
  and only on the wall. I asked him to obtain the water chemistry results from *******
  Pools. The results he gave me showed alkalinity levels ranging from 82 – 96ppm
  for the remainder of the 2019 season. To properly balance their water and to
  maintain the elasticity in their liner, their Alkalinity level should be between
  120 – 150ppm. Their levels were very low and this allows water absorption into
  the liner causing wrinkles.
  The ******** also received
  a clear plastic sealed bag that has all the warranty information on the liner,
  an Important Notice sheet, Pool owner’s handbook as well as warning labels and
  other materials relating to the liner/pool. This was left for them at the time
  of install.
  We installed all
  kinds of liners from the same manufacturer that year and several of that same
  identical pattern they chose and have had no other issues.
  We have no control
  over how people maintain their pools and water chemistry. If their pool water
  isn’t balanced properly at closing, the water can be very corrosive and this is
  very hard on the liner’s elasticity. From their water chemistry results, the
  last water test performed for them in 2019 was July 25th and at this
  time their alkalinity was 82ppm. If their pool was closed with a low alkalinity,
  there was a very good chance that water absorption occurred.
  

  

  Business Response

  Date: 17/08/2022

  When I went
  out on August 18, 2021, I spoke with ***** ****** as ****** was sitting in their backyard at a table with
  company. Perhaps ***** did not communicate what I told him to
  ******? I clearly told him it was not a warranty issue and if and only if I had
  concrete evidence of properly balanced water, I could take this back to the
  manufacturer to see if they could do something as a courtesy.
  I’ve
  attached a copy of their quote showing the 2 different liner choices and they
  chose the ********* series liner. This liner comes with a 1 year warranty and they were given the warranty sheets at the time the quote was emailed to them.

  Customer Answer

  Date: 18/08/2022

  
  
  Complaint: 17664019
  
  
  
  I am rejecting this response because:

  when He showed up here he clearly said to ***** this was most definitely a warranty issue and we were told that we had 25 years. The first year was full the remaining 24 years are prorated ( please see attached email) At this time he told ***** to his face it would be 30% of the cost to replace and that we needed to provide him with the proof we balanced the pool properly! Why did we provide this company with all these documents if he told us it wasn’t covered when he was here? We’ve also reached out to other pool companies, including the one who tested our water, and all say that he’s not correct with our alkalinity levels and whenever we needed to add anything it was on record we purchased all required chemicals each time!! We are continuing to gather all our documents and also getting all information needed from other pool companies to show we did EVERYTHING right. Please see attached email from the company showing our exact warranty and states we only pay 30% from year 2 to year 5! 

  
  
  
  Sincerely,
  
  
  
  ****** Osmond