Complaints

This profile includes complaints for Factory Direct Liners, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Factory Direct Liners, Inc.

  3645 N Peachtree Rd Atlanta, GA 30341-2336

• 

  Factory Direct Liners, Inc.

  3890 N Peachtree Rd Atlanta, GA 30341

• 

  Factory Direct Liners, Inc.

  3900 N Peachtree Rd Atlanta, GA 30341-1606

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:05/07/2024

  Type:Sales and Advertising 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.

  Had a pool built by Factory Direct Liners and had concrete settling issues within 6mos of the finish. Their remedy was a mudjack system, cause it was the cheapest option, which just constantly failed. ******* had to come out 2 times and the concrete still settled and the gap sealant the builder used failed and water was penetrating behind the pool walls. I tried contacting the builder and the company many times over the past nearly 2 yrs with no remedy. Just paid over $5000 to have aquaguard come and shore up the concrete and reseal the gaps so that water wont penetrate. Factory Direct Liners is saying since its past the 1yr warranty **** its out of their hands, but this issue was first documented 6mos after the finish date.

  Business Response

  Date: 05/17/2024

  In 2021 Factory Direct Liners, Inc. was approached by ************* to remove an existing pool and rebuild it closer to the house for the owner of the property, *************************. The pool was at least 30 years old but had been built within the right of way of GA Powers lines.  For some reason it had never become a problem till 2021. ************* paid all the expenses of filling in the old pool and rebuilding the new pool.  ************************* paid nothing towards the pool project.
  I have enclosed a copy of the contract, front and back.  You will notice ************* as the payer.  You will also notice on the back of the contract under Terms and Conditions and Limited Warranties that the warranty DOES NOT extend to or cover DECKING. Please also note in paragraph #3 of the body of the contract, In the event Contractor contracts with buyer to install walks and decking, said walks and decking are not warranted against cracking, chipping, RAISING, SETTLING.  Contractor assumes NO LIABILITY.
  There are large amounts of fill dirt around this pool, which could not be helped.  The dirt at this one end of the pool has settled causing the concrete slab to pull away from the pool.  Even though our contract, which ****************** read and signed, shows that the concrete is not warrantied, as a gesture of goodwill I paid almost $2000.00 to have a company called Mud **** raise and stabilize the concrete slab. When ****************** complained again, they came back, per their warranty,but unfortunately their fix did not work. Now ****************** has sent me another bill from another company called Aqua Guard for another $5000.00 +.  It should also be noted that ****************** had trees taken down and a retaining wall built maybe 10 to 12 feet from the end of the pool wall in question which could be contributing to that area of the deck being unstable. 
  Just to be perfectly clear, as stated in the contract and read by ******************, there was never a one-year warranty on the concrete decks.  There was NO warranty on the concrete decks.   Factory Direct Liners, Inc. will not be intimidated into having to keep paying for Mr. ******** pool issue, no matter what sort of names he calls me and the disgusting language he uses.  The pool had to be built where it is because of space constrictions.  ****************** and ************* made those decisions, and we did our best to avoid any future problems.

  Customer Answer

  Date: 05/17/2024

  First off I approached them to build the pool, not **************  just cause ************* sent the payment doesnt mean Im not the buyer,  ************* offered to either pay the pool builder direct or they could send me the cash. So where the money came from has no bearing on this. They are just trying to act like I didnt pay for this out of my own money.  Which doesnt give them a right to deliver subpar product.  if you notice Im listed as the buyer in the contract not *************  
  

  secondly the retaining wall I had put in was to replace a already existing retaining wall and the trees were removed cause ************* had called for them to be removed cause they were in the easement.  Also that retaining wall is just as close to the old pool as it is to the new pool  so that hasnt caused an issue  
  

  they didnt pack the soil around the pool enough which has caused the settling issue  Id like to see a receipt where they paid $2k for mudjack, when she told me it was only like $800 cause aquaguard was over $3k and she didnt want to spend that   

   

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising 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.

  I reached out to Factory Direct Liners in response to a mail advertisement to have my pool liner replaced. After submitting deposit to complete the liner I reached out to inquire if I could also add a pool heater in tandem with the existing installation. I received an additional work order 11/24 (attached) which reflected no breakdown to show the cost of the heater, installation, and equipment pad. I completed the deposit and the heater was delivered. The technician (*****) came out and started the pool heater install and left prior to completion leaving the gas line open with only a plastic bag stuffed inside and the pipes exposed and scattered around the area. It rained for the next 3 days causing delay to completion and water to enter the gas line. I reached out to the technician for the following 3 days regarding completion and received a commitment to come out followed by a no show which progressed to no response. I reached out to the office to assist which resulted in the technician return to the home for completion. Upon return the technician proceeded to leave stating he was unable to finish the install and directed me to reach out to the local gas company to provide him with the details regarding the pressure to the unit he installed. I reached out to the gas company who advised the exposed pipe and downward direction of the pipe was a code violation. I reached out to the office and provided the information I received and requested resolution. I was advised by Factory Direct Liners that they are not licensed to install new pool heaters and rather they only replace existing units. I advised them their advertising states they complete new installs and they sent another company out to install the correct gas lines and removed what was placed initially. The new company sent an invoice for $825. I requested refund of the installation fee and equipment pad which were not installed and they refused to provide and returned the pad fee only which was not required.

  Business Response

  Date: 01/06/2023

  Please see attachment for our response.

  Business Response

  Date: 01/25/2023

  Please review the attached response - This is the THIRD attempt to upload this information to the BBB