Complaints

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• Initial Complaint

  Date:06/23/2023

  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.

  The pool company broke the seal with the light conduit and is refusing to refund hired diver cost to find leak after liner replacement. Pool was not leaking prior to light inspection and liner replacement. Lipps manager stated refund of diver cost would be provided if his team was found to be at fault. Diver noted that conduit hole was not epoxied which resulted in 1/4 inch water loss per hour for approximately 16 hours before being repaired by diver. Lipps management/owner is now denying liability despite having done the work inadequately on the light.

  

  Business Response

  Date: 06/24/2023

  Hello, 

  Please see attached email chain which shows that we have responded to and explained this to the customer. Specifically the below response that is contained within the email. Also attached is a copy of the divers report sent to us by the customer as well as a copy of the liner agreement signed and initialed by the customer that validates the below response. 

  
  Sent to customer on 6-23-23 at 3:28 pm. "Per the divers report, the leak was in the electrical conduit. The conduit is the pipe that the light cord is inside of. This is not something that is removable. It is behind the pool wall and under the concrete and is only accessible during construction of the pool. Conduit can develop leaks, but it is due to settling and ground movement. Replacing a liner does not disturb the conduit.
  
  
  Line 4 towards the bottom of the Liner paperwork specifically addresses this. "Lipps Pools is not responsible for any leaks known or unknown in the plumbing, to include the light conduit". This is one of 6 things we specifically bring to the customers attention and have the customer initial at time of purchase. Please see the attached copy of your liner paperwork."
  
  
  Thanks
  
  
  Mike