Complaints

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• Initial Complaint

  Date:09/19/2024

  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.

  Hired Marklynn pools to install a new vinyl liner on my inground swimming pool.Numerous issues/concerns during the project was brought up to the owner ****. Unprofessional behavior and owner from workers during the entire project.Owners lack of accountability and aggressive behavior when I tried to explain the sub par work.Pool has wrinkles in the deep end (see pictures)and the stair rods arent installed properly.(see pictures)Worker received electrical shock during project. Pool was only half full when every worker left for the day.I was told by **** when I hired him.Marklynn pools would be there till the pool was completely full.Pool filter was turned on by workers.However I had to shut it off due to leaks.Another worker fell in deep end, while trying to unsuccessfully remove wrinkles in deep end.Tried to resolve issues with owner.However due to his disrespect and lack of acknowledgement of our concerns.**** would just roll his eyes and dismissed my concerns about the sub par work.I dont feel comfortable with Marklynn pools returning to attempt repairs and possibly cause more damage to the new liner.I found a well experienced qualified pool company.That verified my concerns that the wrinkles and the stairs have to be repaired.(see repair quote).My solution is to hire this company to do the repairs.Before there is more damage to my pool from the sub par work performed by Marklynn pools I sent Marklynn pools a letter of unsatisfactory work.Along with picture's, quote for the repairs.I also sent a check for the final payment.Minus the cost of the repairs and water to refill the pool.I really hope another family doesnt have to through an experience like my family did during this project.Please read the letter I sent to Marklynn pools.Once you read the letter I think you will agree.Marklynn pools returning to my home to attempt the repairs isnt a option.Thank you for your time.Sincerely ******* ********

  Business Response

  Date: 09/24/2024

  Please see the response posted via a formal letter to the customer identifying his indignities. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22311637
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   -Unfortunately you have a lot of facts that are simply not ******* be factual I will list them below.

  -We never received a copy of your vinyl liner installation/replacement agreement.Can you please provide a signed copy that you have on file?I would assume Marklynn pools would have a customer sign such a important *********** prove that have reviewed and given the customer a copy.I think this alone is a very unfair business practice .To send the bbb a copy of a agreement that we never even received.Please provide a signed copy to show that you actually gave me a copy of this agreement.

  -The pool had no faulty ************ your response it say it was noted.Where exactly was this noted?Jeff's  part of getting the job agreed to plume in one simple pipe at the filter  and update the 2 pool valves.The pool filter was actually faulty after Marklynn pools plumbed  in the pipe that was agreed upon as part of the job.I had to shut the pool pump off at the day of the water going in(see picture).I would have shown a Marklynn pool worker the leaking pipes.However they turned the pump on and everyone  left for the day, with only 60% of the pool filled.When I agreed to hire ****.He assured me that the pool would be completely full of clean water and the filter would be 100% up and running.He told me he uses the same water company every time and he would take care of every aspect of filling the pool.**** just told me I would have to pay the water company directly once the pool was full.**** said I would be swimming in the pool that day.Well if you look at that brown dirty water.I think anyone would question, why it was so dirty.

  -I contacted ****** directly only to find out when my liner was going to be made.**** told me they are a huge company and they don't care about individual customer issue.**** told me his hands are tied with getting a answer about the ******** this point I expressed my concerns to **** about my pool  structure being empty for a week.**** assured me it would be fine.He told me he would put in writing.That he will cover any issues that come up from the pool being ******** is very surprising that you stated "****** and Marklynn pools have had a impeccable working relationship for over two decades.When my wife and I both overheard ****  saying" ******  is ******** and they don't know how to make a liner."

  The only reason I questioned the dirty brown water(see pictures).I was told by **** that the pool would be filled completely with clear water and up and running 100% .My wife asked the pool worker if they could test the water.They apparently didn't have a test ****** wife got her test kit out.The water was extremely dirty  brown and  it tested for lead.The water driver agreed that the water was extremely brown and said he would get clean water to fill the pool..He had no issue going and getting a clean water load.When he returned with the clean water.He was very surprised that everyone from Marklynn pools had just left for the day.When I called **** and told him that everyone just left for the day.With the water truck not here and the fact that the pool is only 60% full.***** response was" it should be ok"Well unfortunately the wrinkles didn't come out and the stair rod is ready to poke though the liner.(see pictures)

  -I really tried to work with **** and Marklynn pools.Our justifiable concerns and disappointment on the  quality and still remaining  issues with the pool.There are   numerous reasons why I don't feel like Marklynn returning to attempt to do the repairs is a viable option at this point.

  All we ever wanted was what we were promised by ****.That we would be getting a well trained professional staff to replace our vinyl liner.What we received was the opposite of that.**** told my wife and I that he fired most of his staff after

  our project was completed..He stated he had a lot of staffing  issues after we hired him.I feel like that should have been disclosed to us prior to us hiring Marklynn pools.

  The day **** returned to look at the repairs needed.He was aggressive and unprofessional.During our conversation ,he would rolls his eyes to his worker.****  and his worker couldn't even agree on how to fix the wrinkles.When I told him about the stair case rod poking though the liner.He told me causally told me "it should be ok"He then questioned me on who would pay for the have the water replaced.Why would I pay for the water, when you are the one that didn't install the stairs rods  correctly.**** really didn't seem like he took our concerns seriously.

  Bottom line is the pool has issues and needs repairs, before it has any more damage  from a well trained qualified staff.Marklynn pools has acknowledged staffing issues.**** wasn't there the entire day of the liner install.Even though **** told me he would there to oversee the ****** **** really doesn't know what happen on the job site.I was on vacation that ******* I observed first hand.Exactly what happen during the entire ********** wife and I personally heard Marklynn workers unprofessional behavior throughout the entire project.I asked them a few times if they could remain professional. I told them our kitchen windows were open and we could hear the swearing ,complaining about the pool installation.They again just rolled there eyes and didn't change their behavior.Again **** wasn't there to see or supervise any of this behavior.Even though I expressed my concerns a few times over the phone to him.**** response" personal changes are ********* getting tired of all of them"

  I have been more than reasonable with my requests.I found company that can do the ********** going out of my way to get the repairs done and still pay Marklynn pools the final payment.Minus the damage  that they caused during the liner installation.

  This was the letter that I was calmly trying to show **** as he was getting in his truck.He is the one that walked  away as I was still speaking to him.

  Contractor negligence occurs when a contractor or construction professional fails to meet the expected standard of care and skill in performing their contractual duties. This deviation from established industry practices and building codes can result in property damage, personal injury, or financial loss to the customer.

   

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

  Customer Answer

  Date: 09/24/2024

  This is the brown dirty water that was filling the pool.I think any person would question this if there brand new pool liner was being filled.Especially when I was told by **** the ********* the end of the day.Your pool will be completely filled with clean water and I will be swimming in it that night.

  Business Response

  Date: 10/30/2024

  As written in the terms/agreement which was signed by the consumer, the water is paid for at the owners expense and is not a service that Marklynn Pools provides. This outside contractor provided water delivery in their own vehicle under that business entity- not Marklynn Pools. Marklynn did not fill the truck with water nor deliver the water. The water company was paid in full by the customer after this company had emptied the truck of brackish water only to return to the filling station to obtain new water from the same distribution source and filled the customers pool to their liking. The water did not damage the liner in any way, no staining. The water company had ensured that once the pool was filled completely, the brackish color would stabilize and that is what chemicals are for. Mrs. ******** had tested the brackish water herself and the water levels were normal and safe to swim despite the color. Again,

  Marklynn Pools only set the replacement liner. Marklynn did not fabricate the liner or furnish the water. 

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22311637
  
  I do not accept the business's response as a resolution to my complaint because: 

  ?Complaint: 22311637??I do not accept the business's response as a resolution to my complaint because: Let me be clear about the agreement/terms. I never reviewed, was given or signed an agreement at any time with Marklynn pools. The first time i saw this document was when the BBB sent me your response and an attached copy of a blank agreement. Its seems very strange you sent a blank agreement to the BBB If you had a signed copy by me. Why wouldnt you send the one I supposedly signed? In my last response I already asked you to forward a copy of the signed agreement to myself and the BBB. You have yet to do so. I think this may be another example of **** thinking that he or his workers did something when in fact we were never given or signed an agreement or terms. I truly believe this is the majority of the problem. **** is very absent from this company and he thinks the business is being run properly when in fact he is unaware that the majority of things are falling through the cracks. On a few occasions towards the end of this process **** acknowledged this with us and told us he was making a lot of changes and reconfiguring his staff because of the several issues with my liner install. 
  The pool water was in fact extremely dirty with sediment(not brackish)and it was hard to see the bottom and sides of the pool. It took several days for this sediment to settle to the bottom and be vacuumed out of the pool. I understand its an outside company but he did encourage us to go with this company because he worked with them many times and knew the quality was good. My concerns were if the dirty water fills up the pool, your workers were going to have trouble seeing the wrinkles that I pointed out to them in the deep end numerous times. I was told not to worry that when the water was going in the wrinkles would get fixed. Once the worker slipped and fell into the dirty water once he stopped trying to fix the liner. He stated that he was done because he didnt even want to go in the dirty water that our pool was being filled with. They were also then distracted by **** turning the electrical breakers back on and the young man working on the pool light got an electric shock. So unfortunately there are still four substantial size wrinkles in the deep end of the pool.  Once we saw the poor quality of the water we tested it with a test kit. Marklynn pools claimed they didnt have one when they were asked so again we did it ourselves. When we showed the driver that the water was testing positive for lead on-top of many minerals he had no issue going back and picking up clean water from a different water source. Marklynn pools claims when the driver returned the water was still from the same source but this water was clear and tested normal. His entire staff left when the pool was half empty and only part of the filter was running.  The driver was surprised when he returned and there wasnt any workers from Marklynn  Pool there overseeing  the filling of the pool. Once the water level was up and I could turn the filter on fully I noticed the filter and the heater was leaking,so I had to shut the system down and address the leaks myself. When I reported that to **** I was told that one of the workers *** touched some of the pool pipes and he didnt know why he would do that. This was extremely frustrating that everyone just left befor the job was completed. When I expressed my concerns that the pool is only half full, that there was still wrinkles in the deep end and the rods in the stairs didnt look right they said it should be ok. When I hired ****,he assured me that my pool would be completely full and the system would be up and running 100%. He said he works closely with the water company that he recommended and he would oversee everything from start to finish.
  That was one of the main reasons he was hired in the first place.
  Although Marklynn pools continues to go back to the water I think we really need to focus on the main concerns. Marklynn pools was hired to install a inground pool liner. During this process **** and his workers demonstrated numerous times,unprofessional behavior, poor workmanship and lack of concern for my property and doing the job properly. Blatant disregard for my family and pets hiding their trash, cigarette butts, left over work materials in my bushes around my pool for my dog to find and eat. Whenever the workers had the chance they undermined the owner ****,and talked,about how didnt know what he was doing. This really got us apprehensive on the quality of the pool liner install.
  
  **** wasnt present 90% of the project even though he said he would be. **** did return one final time to retrieve his final payment. As soon as **** arrived he immediately dismissed our concerns and seemed annoyed  and demanded he get his final payment. He told me he cant see the wrinkles in the deep end or the staircase and the  rod bulging out of the stairs should be ok. To fix the wrinkles and the stairs the pool water has to be lowered. **** then aggressively asked  who will pay for the repairs and the water? I was taken back and calmly said wouldnt you since this could have been easily avoided?
  
  My wife then tried to reason with **** and tried to explain to him that all we are looking for is a good quality pool liner installation without issues. ***** response to my wife Was Dont talk to me like youre my mommy! **** s  showed an aggressive unprofessional behavior that clearly showed me he didnt want to resolve the issues or do any further work on the pool. At this point I ended the meeting. I told **** i want a 3rd party to look at my concerns and give me their opinion. This made **** extremely angry and as he left the property he assured me that if i did that he would take me to court and i would loose.  
  At this point I felt  that I had no choice but to hire a reliable professional trained company that could fix the damages caused by Marklynn pools. To prevent any further damage to my pool and for the safety of Marklynn Pools untrained workers. This was the best course of action for all parties involved. 
  I attempted to finalize the final payment to marklynn pools.I sent the final payment ,minus the cost of repairs and water replacement.I feel like this is extremely fair option for both parties. Marklynn Pools returned my check. At this time they also sent me a copy of the agreement/terms that they never reviewed or had me sign. Again this was a blank agreement. Why wouldnt they have sent me a copy of the alleged signed agreement when they returned my check?
  We shouldnt have  never experience all the stress that Marklynn pools has caused during and after this project. I still have a pool that needs repairs that were caused by Marklynn pools. Lets not forget also that a week prior to this the first liner was measured completely wrong by Marklynn pools and my pool sat empty for a week while we waited for the new liner to arrive. Then all these issues happed installing the second liner. 
  Its really disappointing that Marklynn pools isnt taking responsibility of all the issues during and still to this day with the pool.The longer the repairs are delayed,the more chance of further damage happening to the pool. I fully  intent to hold Marklynn pools responsible for any further damage caused by them delaying the repairs and not allowing me to move forward with hiring a professional,trained pool company that can do the repairs correctly.
  
  Marklynn pools clearly  demonstrated;
  
  Contractor negligence is when a contractor or construction professional doesn't meet the standard of care and skill expected of them, which can lead to injury, property damage, or financial loss.??Sincerely,??******* ********
  
  Sincerely,
  
  ******* ********