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:07/22/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased 24 liner. Day of install it was 88 outside. Followed their installation instructions step by step. The liner would in no way reach 8 points to clamp. The liner was too small. This is not the first liner we have installed. Every other liner folded over the wall with ease. After the 5th point, it was trying to pull my wall in. It was a Friday afternoon and there were storms moving in Saturday morning. We needed the overlap in order to hook the ship vac but couldnt get that far. I was afraid the storms would cave my pool so I started adding water thinking it would stretch enough across the bottom. After getting an inch across the bottom of the pool it was clear the liner was intact too small. The seam should be half way up the cove and it was anywhere from 2-4 in front of the cove. I stopped adding water and called them Saturday. The told me to take pictures and send to them. I did. They told me I did not follow their instructions because there was water on the pool. I told them I could not follow their instructions because the liner would not reach all the way around the pool. IT WAS TOO SMALL. They continued to tell me how to do it. I kept repeating it would not work. They told me the ladder shouldnt be in there- well I had to get out. It was not in there during the install. They told me the rails should not be on at the time. Of course not, we had to add them to keep the pool from caving in where the liner was SO tight. They would not send me another one or refund me the $328 for the liner. After that, I started to do some research and its clear their customer service is a joke and its a joke of a business that sells poor quality liners. I am not one to complain about business. I typically chalk my loss up to lessons learned, but this $328 and the fact they wouldnt fix the problem, another storm has now caved my pool in. At the very minimum, I want my money back.

  Business Response

  Date: 07/31/2023

  Hello - While we do sympathize with how frustrating installing a pool liner can be, we provide detailed installation instructions in the box with your liner and on our website so installation can be done correctly. You did not follow any of our provided instructions - you added water to the pool without properly securing your liner to your pool wall, you did not reinstall your top rails or metal on top of your liner and coping (this holds the liner on while filling), and you also have your pool ladder in the pool which is weighing down the liner. These are crucial mistakes and not following our installation guide is the sole reason your liner is not installed in your pool. The liner you received from us is the correct size, and nothing is wrong with the liner. You simply did not install the liner properly. We are more than happy to walk you through installation, but we are not able to refund or replace this liner, as there is nothing wrong with it. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20362044
  
  I am rejecting this response because:  I am not sure how much more clear I need to be when I say the liner will not fit per your installation.  Liner replacement is not frustrating, provided you have the correct size liner.  I will repeat myself again...this is not the first liner I have installed.  This is, however, the first liner that I have installed that did not fit my pool.  There is NO way that liner is made for a 24' pool.  I will repeat myself again...I DID follow your instructions.  I attached north, south, east, and west.  When I went to attach the 5th spot, the liner barely made it to the wall of the pool.  When I went to the sixth spot, it was trying to cave my wall in.  There was NO way I was attaching in 8 spots, much less adding the top rails over it.  IT WOULD NOT FOLD OVER THE ***** COMPLETELY.  I told you all that at that point, yes I did add water in attempt to keep my walls from caving since there was a thunderstorm coming.  I do not need to be walked through the installation.  I know exactly how to install a liner.  The liner IS the incorrect size as you cannot even make the liner reach the wall for points 6-8, much less fold over to add the coping.  Once again, the ladder was NOT in the pool during the installation.  I had to add the steps to get out of the pool.  I am 43 years old.  I have never been a liar, nor a thief.  I never make complaints.  In this instance, I am because the liner you sent me IS the wrong size.  It is too small for my pool.  I have installed several liners step by step just like in your instructions.  Never once have I ever not been able to fold the liner over the rail and add the coping without ease.  This liner will not fit my pool.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/01/2023

  Yes, this liner will fit if OUR installation instructions are followed, which we can clearly see they were not followed based on your photos.
  We understand you may have installed other liners in the past, but we manufacturer these liners and our instructions MUST be followed in order for it to fit. You missed many steps in our installation guide. 
  Please confirm - is this liner damaged since receiving or have any holes been cut in the liner?

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20362044
  
  I am rejecting this response because:  I did NOT miss any steps in your installation guide UNTIL the liner would not fit.  Again, the photos represent the ladder in the pool so I could get out and the water being added AFTER the liner would not secure all around the pool.  After talking to a representative from there for the 3rd time telling me that I didn't follow the guide and I should try again.  I removed the steps, drained the pool and the liner STILL would NOT go all the way around the pool wall. IT WILL NOT FIT.  So, with nothing holding the walls up, my pool caved during the next day in a thunderstorm.  To answer the question, to my knowledge, there is no damage to the liner, but again the pool wall has fell over on it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/07/2023

  Type:Product 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.

  Bought 1st liner from linerworld in the end of march for $380 liner lasted less than 60 days seams ripped apart from bead i called linerworld they sent a replacement liner costed $200 in water to fill and drain. This was 1st instance. Replacement liner arrived in june installed it and it lasted 6 days before same issue of bad seams and this time the main seam on side coming unglued/unmelted up the side. Luckily i was able to get it drained before further damage. I was offered another liner but was scared to install another defective liner. This company costed me over $400 in water alone not to mention the cost i had to pay the installers to keep putting these defective liners in.

  Business Response

  Date: 07/12/2023

  We are truly sorry for what you have gone through. I do see we did refund you fully for your two orders with us. Unfortunately, the warranty does not cover any additional costs, such as: water loss, installation, chemicals, property damage, etc. I would recommended going through homeowners insurance to get any additional costs covered. I completely understand your frustration, but we cannot honor any costs other than the product itself, which you have been refunded for.  I am attaching a copy of the warranty given to you with your item. If you did not agree to these terms, you could have returned your item for 30 days and not put the liner to use. The warranty also states that Diggers **** Services and affiliates are not responsible for (and this warranty does not cover) seam issues that were not detected before water was added to the pool liner, but we did end up honoring and covering these seam issues for you and have refunded you fully for the product. This warranty information is also posted on our website for review before, during, and after purchase. I have also included screenshots of the warranty information available on our website. Please let me know if you have any further questions or need clarification. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20288933
  
  I am rejecting this response because: dirty business and s******* customers should not be tolerated. Look at all your recent reviews they are all 90% faulty liners and linerworld is still selling the junk. Own up to your mistakes 
  Linerworld and inspect your products before you s**** someone else.
  Sincerely,
  
  *************************

  Business Response

  Date: 07/17/2023

  We have refunded you fully for your orders and do not owe anything else on this situation. Our warranty policies and what is covered is very clear and visible on our website and included with our products, whether you decide to read those details or not is your choice. We are not responsible for any additional costs, as stated in the warranty. 

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20288933
  
  I am rejecting this response because: you have sent multiple defective liners to myself and everyone else that has given you numerous negative reviews for defecrive products. What we need is a class action lawsuit. After so many defective claims and products youre business should be shutdown. You have not only costed me hundreds of dollars but what about everyone else that has fallen for you cheap defective liners. I will not stop i will make sure you lose alot of business and the word will be out not to trust your products or business. Also currently in talks with my lawyer and you will be hearing from us unless we reach an agreement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After closing our pool for the ****************************************************************************************************************** back order still due to covid. On 11/2/22 we placed the order for a 15' round liner from Liner World LLC for $250.00. Unfortunately, a few days later I received a cancer diagnosis and had to relocate to ************ for treatment and was unable to open and inspect the liner when it was delivered. Fast forward to the spring of this year. Unable to install the liner myself we contacted an installer who came out on May 13th, 2023, and inspected/ installed the new liner. We had the pool filled thinking all was good. Over the next few weeks, I noticed the water levels slightly down and added water thinking it was just evaporation. In June the water began to go down more so we contacted the installer to come take a look, which he did on June 26th and found the seam was defective. He stated that the seam was overheated during manufacturing which caused it to fail.We the contacted Liner World requesting a new liner, but we were told that according to their warranty, since we had the liner longer than 90 days it would be prorated, and we would need to pay $110.00 for a new liner. This liner has only been installed for about 6 weeks and we were unable to open and inspect the liner prior to installation. I feel they are hiding behind a very 1 sided warranty. After dealing with cancer this is a minor setback, but it is still a very unfair way to do business. We are not requesting the $390.00 we spent on water or the $400.00 we spent to have the liner install, which we will need to spend all over again. All we are asking for is a new liner to replace the DEFECTIVE one.

  Business Response

  Date: 07/07/2023

  Hi ***** - I am so sorry to hear about all of the troubles life has given you lately. Your pool is probably the last thing you want to be worrying about. Hopefully I can help!
  Our warranty does start when you receive your item, not when you decide to install, so it is encouraged to install or inspect your liner shortly after receiving your item to avoid any warranty prorations for replacements. The prorated rate starts 90 days after you receive your product. These policies are stated on our site, and a copy is also given to your with your product. 
  I would like to take another look at your case, though - please email your defect photos to ********************************* and I will see if I can work with you on your replacement as a courtesy to your recent troubles. We would love to keep you in the LinerWorld family. 

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We bought what we thought was a brand new liner for our pool in March. We installed on May 21, we are in ********* and needed warmer weather to install. About a week after installation the liner tore around the skimmer. We installed ourselves and noticed the liner seemed smaller than the one we removed which was also from LinerWorld. I contacted customer service on June 1 to see if there was any warranty and anything they would do to replace the liner. They said no, it was our fault. I didn't agree with that but we decided to patch around the skimmer to get through this year and try another company next year. So the pool was filled, our patch was holding but we started losing water again. Drained the pool to check the seams and found several spots where Liner World had patched/glued pin holes in the liner and one of these glue spots must have fallen out. They were patched from behind and are toward the bottom of the liner.I wa sold a defective liner, which I've started all along.

  Business Response

  Date: 06/19/2023

  HI ******** - I am so sorry you had issues with the liner from us. We do not send out patch liners or used liners - I am not sure how this could have happened to you. I do see that you did open up a chargeback with your bank and have been fully refunded for the liner. Please let ** know if you have any other questions. 

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I do actually get the refund from my credit card company. They are waiting for a response from Liner World as well. If anything happens and I do not get my refund I'll be reopening another claim. 

  I've attached some better pictures of these holes in the liner. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/08/2023

  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.

  July 25 2022 $368 Said there is a 25 year manufactured warranty covering manufacturer defects for liners.I bought a pool liner last year when I bought my pool. Then when I went to set up our pool this last week, I took the liner right out of the sealed box. I have 9 spots in the seam of my liner, that are black and melted maybe looking? Clearly not from mold or storage. 1 of them black spots, leaks. I emailed the company. Was told based on prorating, I could BUY another liner for $250. But I feel I should get my liner replaced. Or a credit for something else from their site. We did all the work of leveling our area, clearing trees and finally got to the final step of getting our liner in and filing. And my expensive product I bought from the company, leaks. And they wont back their product. M I went to a local store that same day and purchased a new liner from them, bcz the one I bought from liner world was useless. I shouldnt have to patch a new liner, nor would it be safe to do, and lead to a big liability of filling thousands of gallons of water into a pool that might not hold it. I would love a refund for my faulty product.

  Business Response

  Date: 06/14/2023

  Hey ***** - I am so sorry you have had such a bad experience with our liner. I would like to personally take another look at your case and I may be able to make an exception to our policies for you. Can you please send all photos of your damaged liner to ********************************** Thank you!

• Initial Complaint

  Date:06/03/2023

  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.

  I purchased a liner from this company and after the install by a pool company the manufacturer seam ripped.They sent me another liner and would not help with any of the new install costs. The second liner was installed and again the manufacturer seam split. This flooded my property again. Also, it flooded my neighbors garden. Linerworld agreed that its a manufacturers defect somehow for. 2nd time. Now i have to pay for my neighbors garden, fix my own property and pay a 3rd labor installation. They credited me back the 400$ for there terrible product but left me a lot of bills and damage. They sell a terrible cheaply made product and do not stand by it.

  Business Response

  Date: 06/06/2023

  We are truly sorry for what you have gone through. I do see we did refund you fully for the liner, as the product warranty the liner comes with does cover the cost of the product when a warranty claim is honored within the first 90 days of ownership. Unfortunately, the warranty does not cover any additional costs, such as: water loss, installation, chemicals, property damage, etc. I would recommended going through homeowners insurance to get any additional costs covered. Please let ** know if you have any further questions or need any further warranty clarification.  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20140026
  
  I am rejecting this response because: 3 manufacturer rips and thousands of dollars in labor cost and some property damage are not acceptable. If it happened once than I would not be mad(just bad luck) but 2 liner ls and 3 tears on the manufacturers stitch mean that your product is flawed and I am the one paying for your mistakes. It isnt right!
  
  Sincerely,
  
  **********************

  Business Response

  Date: 06/08/2023

  I completely understand your frustration, but we cannot honor any costs other than the product itself, which you have been refunded for. I am attaching a copy of the warranty given to you with your item. If you did not agree to these terms, you could have returned your item for 30 days and not put the liner to use. The warranty also states that Diggers ************** **** is not responsible for (and this warranty does not cover) seam issues that were not detected before water was added to the pool liner, but we did end up honoring covering these seam issues for you and have refunded you fully for the product. This warranty information is also posted on our website for review before, during, and after purchase. I have also included screenshots of the warranty information available on our website. Please let me know if you have any further questions or need clarification. 

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a pool liner 4/23 for my 30 ft round pool. I had installers come today to put in liner and the liner does not fit, it is too small. My installer says its for a 24 ft pool. The box the liner came in says it was 30 ft round pool liner. I did call company and they refuse to accept a return or refund my $ as they say that since the liner is out of the box they will not take it back. They also said that the installers are installing it wrong and that it needs to be installed in a special way. My installer says it is still too small and there were no special instructions to install and no paperwork in box it came in. I looked on website and the iit says the following for installation..How do I install it?Installation is easy! First, drain pool water. Once the pool is dry, simply lay the new liner on top of your old liner and reline. Once the new liner is centered and in place, clip the liner onto the pool frame using the clips along the top edge of the pool all the way around. Then, cut holes where the pump return and skimmer are located and reinstall over the liner. Fill the pool with water and you are ready to swim! Please note: The kit will only work if the old, leaky liner is left installed in your pool to act as the pool walls.It does not state anywhere about special installation instructions. for the 30 ft Pool liner. I would like a refund Royale Abyss Pool Liner $560

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased a pool liner from Liner World. The liner has a manufacturing defect. I contacted Liner World, provided many photos and even a video. Liner World continues to ask for more photos. There is a manufacturing defect in the liner where the seams meet. I offered to cut the defective area of the loner out and mail to them and they said they will not accept that. The liner is for an 18'x33'x52" pool. I paid $780 for the liner and it was defective. I just want a refund so I can purchase another liner.

  Business Response

  Date: 04/25/2023

  This has been resolved in the form of a full refund to the the customers account on 4/24/23. Order number 10037605 Refund amount of $780.00.

  Customer Answer

  Date: 04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Wrong Pool Liner Sent After receiving my pool liner and the installers came to install removed it from the box to relalized it was beaded and he know off the bat it would not work, he advised my husband of this and I tried to contact H3332313835333*323038H. I called for 8 days unable to contact anyine there anwsering service kept taken messages after leaving * messages with them then contacting the supervisor for the anwsering services ******* she advised me she would sned H3332313835333*323038H a messaage stating urgent, still no call back from the I also sent 3 emails still with no reply. The day the installers where here my husband had to go across ************ to find a basic pool liner inorder from my side caving in and messing of my above ground pool.I finally got hold of Brittany * days later for her to tell me that if the liner was not exactly packed the way it was, no sand grass or any thing on it they would take it back, however I would have to pay for the return. I did not order the 18' by 52" Beaded liner, when my pool is 18' by 54" overlap, she told me I ordered the wrong one, so when I got home I went back in there website from where I ordered from and you can't pull up any previous orders, I find that strange. The has been nothen but run around with this company.I expect a full refund on the pool liner.

  Business Response

  Date: 02/08/2023

  Hello - I personally spoke to this customer and have emailed a few times. We did not send her an incorrect product. This customer placed the order herself online, and we sent her exactly what she ordered. The customer mistakenly ordered the wrong product. She did try to contact us during a week we were working remotely, so our answering service told her to email us for an immediate response about her issue, and also took a message for her. I personally sent her an email requesting a photo of when she received, so I can determine if she was sent an item other than ordered. We did not receive a response to this email. The customer called the office the following Monday, to which I went over her order details with her and confirmed she did receive the exact item she ordered. She confirmed she needed to return her item, as she ordered the wrong pool liner needed for her pool. Again, she placed the order herself online, meaning she ordered the wrong item needed for her pool. We sent her the exact item she ordered, and did not send her the incorrect item. I then asked this customer if the pool liner that she ordered and received was opened and attempted to be installed in her pool, to see if she qualified for a return. The customer confirmed the liner was attempted to be installed, and her installer realized it was the wrong pool liner when we was trying to install it. I told this customer that we cannot accept a pool liner back as a return once the liner is completely unrolled out of it's factory folding and attempted to be installed, as it is now in used condition, and no longer able to be resold. I mentioned that our return policy is posted on our website to view before ordering, and also comes in the box with her pool liner. The customer then backtracked, and claimed the liner was not laid in the pool and was not attempted to be installed. I then gave the customer permission to return the liner, as long as it is clean and can be put back in the original packaging. The customer then asked if she had to pay return shipping, and I did let her know that our return policy states the customer is responsible for return shipping charges. The customer then hung up on me. I followed up with the customer via email, and attached a copy of our return instructions and policies. We are allowing this customer to return her item for a refund. Our policy states there is a $20 restocking fee for all returned pool liners, but we can waive that fee for her as a courtesy. The customer will need to return the pool liner in order to receive this refund. Thank you!

  Customer Answer

  Date: 02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 ordered an inground pool winter mesh safety cover for my pool. After the item arrived, I attached the springs to the straps, adjusted them and then had friends help me install it. As we were installing it we noticed there were only eight side straps whereas my pool is set up for nine side straps. What this does is then not allow the side straps to line up with the in-cement anchors. After reconfirming with the picture from their website that their liner showed nine sides traps, I contacted the company.The first thing ******* stated in her email after her Hello! was Our diagram does not show 9 straps on the side, it is 8 straps.. I was then told I would have to pay return shipping for the item. Taking this as a snarky response, I sent her a picture from their website clearly showing nine side straps and for her to explore her incompetence in counting. She then stated that I was making her feel uncomfortable for insulting her and that she was trying to help me out. I still havent figured out what help she was offering other than me paying to ship an item back to them due to their websites incorrect depiction of the cover. ******* then sent me an attachment showing this cover with eight straps. This file is not anywhere on their site, Nor does the description mention the number of straps.After a few other snarky responses and me stating that Im glad I found out About their company now before I ordered a new liner from them next year, she had the audacity to send me an email with nothing in it but a smiley face.This is the kind of unhelpful and disrespectful way this company seems to treat its customers. I shouldve checked the BBB website before placing the order, that ones on me!With this cold fall weather already upon us, we had no choice but to install the cover before the leaves start dropping. The reason we installed it is because we were already in the process when we realized there were only eight side straps. Now what?

  Business Response

  Date: 10/04/2022

  Hi ******* - I'm sorry you had this issue with your cover. The reason the photo on our site does not show the amount of straps for your ordered size, is the product listing is a variation listing - meaning we sell multiple sizes and colors of the product in the same listing. The photo shown is an example of one of the sizes we sell. We sent you a schematic of the exact size you ordered to show you the dimensions and number of straps for clarification. I'm sorry this variation listing was confusing at the time of your purchase. If you would like to return this cover, I can absolutely approve this return and can issue you a return label to return it free of charge. Please email ******************************** with attention to ******** and I can send you prepaid return label. Thank you!

  Customer Answer

  Date: 10/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please make a note in the item description as to how many anchor straps are included with each cover. We could have saved ourselves a lot of trouble if your description included something as simple as the number of straps attached.
  
  Sincerely,
  
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