Complaints

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• Initial Complaint

  Date:10/09/2024

  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.

   
  Complaint: 22259543
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****ing to do anything because it was ground water Although we are not professionals we have been pool owners most of our lives and know when a liner has not been measured and cut correctly

  Customer Answer

  Date: 08/10/2024

  I would like to speak with a **** I did make an error in my submission it was 2023 not 24. I apologize however all through oasis response they were quoting conversations they had with when in fact I did not speak to them. I do have muskoka Algonquin health care researching their emails to see if their was any correspondence through email. While their it **** is very helpful this make take a week or two. I would appreciate a response from bbb ensuring this complaint is not closed. Thank you again for your assistance *** *****

  Business Response

  Date: 28/09/2024

  Oasis Pool & Garden Centres Inc.
  ********************************************************************,
  ******* K9J 0G5
  Tel: ************** Fax: **************
  
  September 28, 2024
  
  To: The Better Business Bureau
  
  Re: Case ID # ********
  Plaintiff Name: ****** *****
  
  We are in receipt of your letter dated September 20, 2024, regarding the above-noted Case I.D.
  
  In her description of the problem, Ms. ***** claims that she purchased a replacement swimming
  pool liner in June of 2024. The liner was in fact, purchased and installed in 2023. I have attached
  copies of our original quote (dated June 1, 2023) and a copy of our Bill of Sale (dated June 5,
  2023) and marked as Paid in Full as of July 4, 2023. Secondly, in her written statement, she
  claims that we used a laser to measure her pool for a replacement liner. This is also false. We did
  not use a laser to measure her liner, nor have we ever used a laser to measure any liner. I am not
  aware of any laser device that is used in the swimming pool industry, to measure pools for
  replacement liners, and I have been in the pool industry for over 30 years.
  
  Moreover, in her claim, Ms. ***** claims that we added $2,000.00 to the price for the
  waterproofing which she claims (falsely) that she requested. If necessary, I can produce several
  quotes from different jobs with no mention of waterproofing, that are of a similar price.
  Additionally, if requested I can produce several quotes from jobs where I have outlined in great
  detail, exactly what work will be completed as part of the quote. Had we discussed waterproofing,
  it would have been mentioned specifically in the quote. However, for reasons outlined later (see
  next paragraph), waterproofing of surfaces under a liner (or anywhere else for that matter), is just
  not a service or option that we offer.
  
  At no time during our initial visit did Ms. ***** raise the issue of insuring that the seams of the
  pool wall be waterproofed. Had she done so, we would have explained that it is impossible to
  prevent ground water from seeping through the joint where the steel wall panels are attached with
  nuts and bolts. It is also impossible to stop ground water from seeping up through the cement
  floor under the liner.
  
  We employ the use of duct tape, simply to help make the joint between two wall panels harder to
  see after the liner is installed Upon completion of the work, Ms. ***** did not raise any concern
  about the manner in which the liner was installed, or how it fit. We installed her liner over the
  course of two days, July 3 & 4, of 2023. As mentioned previously, she paid the balance owing on
  her invoice, on July 4 of 2023, which was the last day of our scheduled two day time allotment
  for this job. Had she been unhappy with the any aspect of the work that was done, I highly doubt
  that she would have paid the balance owing, much less pay it at the end of the day that the job
  was completed on.
  
  We did not hear anything from Ms. ***** until the middle of July in 2024, one full year after we
  installed her liner. At this time she and her husband claimed that the liner did not fit, and that in
  the deep end of the pool, parts of the liner seemed to have air under the liner. I attempted to
  explain to her, that what she is seeing is the accumulation of excessive ground water, caused by
  excessive levels of rain fall. I sent my installer back to the home of Ms. ***** on July 23 2024
  and after examining the pool he also explained to ********************* that the what was under the
  liner was not air, but was in fact ground water.
  
  Approximately a week after the visit to the property in July of 2024, *** ***** paid a visit to our
  store and asked what we were going to do about this liner which according to him never fit right.
  I re-stated our position, that it did fit correctly, and I explained that had it not fit correctly, they
  would have experienced problems immediately. However their first claim that it did not fit was
  not presented to us by them, until a full year had passed. He then asked what we were going to do
  about this liner that did not fit, and I explained one last time, that the liner did in fact fit, and that
  the problem they were having was being caused by excessive ground water. He then threatened
  legal action.
  
  I heard nothing more from *** or Ms. ***** regarding the matter of their pool liner, until I
  received your letter dated September 20th 2024.
  
  
  Should you wish to discuss this further, or if you require further information, please contact me
  via e-mail at: *************************************** Or by phone at ************.
  
  
  
  Sincerely,
  
  
  
  ___________________________
  Oasis Pool & Garden Centres Inc.
  **** *********
  President
  
  
  
  
  Oasis Pool & Garden Centres Inc.
  ********************************************************************,
  Ontario K9J 0G5
  Tel: ************** Fax: **************
  
  June 1, 2023
  
  
  Jan & **** *****
  ***************************
  ************, **
  K9L 1K1
  Tel: ************
  e-mail: ***************************************
  
  Quotation
  1 Full Print Replacement Liner For 17 X 31 Roman ***** I/G Pool $5,900.00
  (Price Of Liner Includes Installation)
  5 Loads Of Water @ $250.00/Load $1,250.00
  
  
  Subtotal $7,150.00
  HST $929.50
  Total Price $8,079.50
  
  
  
  
  The Prices Quoted Above Are For Any Full Print Pattern Available From Our Suppliers "Full
  Print" or "Classic" Pattern Choices.
  An Upcharge of $500 (Plus HST) Will ** Added To Prices Quoted Above, In The Event That
  Customer Selects A Pattern From our "Premium" Patterns.
  Should you wish to proceed, and have the work completed, we require a deposit of 50% of the
  Total Price, noted above.
  
  
  This quotation includes the removal of the old liner, and preparation of the walls and floor for the
  installation of the new liner. This quotation also includes minor repairs to the concrete floor of the
  pool, including the repair of small cracks. Should the floor have divets of cement that have
  broken away from the main floor, or large cracks that must be filled with additional cement, a
  small extra charge to repair this type of damage may be added to the amount noted above. Oasis
  Pool & Garden Centres will also provide new face plates and gaskets for the skimmer and return
  fittings, at no additional cost (Subject to Availability).
  
  Quotation Valid For 60 Days
  

  Customer Answer

  Date: 11/11/2024

  Complaint: 22259543
  
  I am rejecting this response because:
  
  The only conversation I have ever had was in store when I visited due to the lack of communication on their side. Otherwise, I have never spoken to this person at all. I do want to acknowledge that I did indeed got the year wrong. I am not looking for any monetary compensation, all I am looking for is the liner to be fixed.
  
  Sincerely,
  
  ****** *****