Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2023

  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.

  Pool liner installation August 2023, liner has large wrinkled corned that is loose and doesnt fit properly. ***************** Patterson assured us the problem would resolve over the winter, which it did not. We asked several times for a replacement liner to achieve correct fit and look. ***** stated he needed to step away from the project and hoped we could find someone to achieve the look we desired. The deposit of $2000 was paid after installation but remaining balance has and will not be paid. We just wanted to liner to look right and fit properly. As well as now want others to know that he will not stand behind his work.

  

  Business Response

  Date: 04/24/2023

  We were saddened to receive this complaint from this customer. The complete story begins May 2022 when we installed a new liner for this customer. The liner had a failure from the manufacturer and it was patched until a suitable time, that the customer set,for us to replace the liner through a warranty with the manufacturer. We installed the second liner in August of 2022. The liner that is being questioned by the customer is the second installation of a liner in this pool for this customer. The current liner has a minor flaw in one corner, however not from the installation of the liner by our group. We did, tell that customer that the flaw would get better over the winter and it actually did get better.We even invited the manufacturer to take a look at the liner to see what could be done to provide additional satisfaction for the customer. The manufacturer did indeed come out, took pictures and performed a thorough inspection of the liner. They then gathered the information and met with their warranty department and returned a decision that the liner was in fact installed properly, but since the customer was not satisfied, they offered an extended warranty and a discount on the liner. The customer rejected the offer and stated that we were to supply them with a new pool liner with a deadline of installation by May 1 2023. We felt like the honorable decision was to step aside from the project in order for the customer to achieve satisfaction from another quality group. We are grieved that we could not meet the expectations of the customer. We also did not believe that engaging in yet another pool liner installation, which would be the third since May 2022 and from the same manufacturer, would bring the customer closer to achieving satisfaction. Our priority is to always put forth a great effort to bring each project to completion with customer satisfaction. With the deadline that was imposed by the customer and the limited amount of labor available, we decided to release the customer from any obligations to our team in order for them to bring in a different quality group that can help them achieve their desired satisfaction.