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Business Profile

Pool Supplies

Merlin Industries, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Merlin Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Merlin Industries, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 finished our pool project in March 2021
      and we were thrilled with the look we chose.

      The pool remained open until the following fall when we closed it with *** ** ***** Middletown NJ,
      the Company that put the pool in.

      The following Spring 2022 *** ** ***** came to open the pool.

      I noticed all the leaves left in the pool were bleached white, thought that was odd.

      The pool seemed lighter in color.

      2023 pool even lighter, I keep inquiring, *** ** ***** had no response.

      2024, I sent email to Merlin with photos, the only original color liner is above the water line,
      rest of pool, has no design left, looks as if it is dirty.

      I have obviously changed pool companies, who suggested ADD on put too much chemicals.

      My may concern is if the liner is comprised, wearing thin, as well old and dirty looking.

      Please help us with this situation.

      Sincerely
      **** *****

      Business Response

      Date: 09/30/2024

      After having our warranty department review this information, from what we can tell, this looks like chemical damage which is normally not covered under Merlin's warranty. As a courtesy, we would be willing to offer you a replacement liner at the pro-rated warranty cost. Please note that this does not include water and labor. If this works for you, we can get you the pro-rated quote and move forward with the prorated replacement liner. If you would like to provide us with your serial number or order number that way we can provide you with an accurate quote. You can email me at ******************************. Thank you. 

    • Initial Complaint

      Date:09/29/2022

      Type:Product Issues
      Status:
      Answered
      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 had a Merlin liner installed by my pool contractor in July of 2021. Pool was finished then closed for season. All winter long pool lost significant water and had to be filled almost daily. In the spring when opened multiple small tears were found in liner and patches by pool contractor. All summer long more small tears appeared resulting in more water loss. I reached out to Merlin over phone and email but have had no resolution and 1 year old pool continues to leak.

      Business Response

      Date: 09/30/2022

      I will need some more information to look into the situation. Can you please provide me with a serial number or order number and the name of your dealer who you purchased the liner from so that we can look up the order. Also, please provide us with pictures of the tears. You can send them to ************************************* I can also provide a copy of the warranty which does not cover for tears unless it's a seam separation. If you let me know which liner you have, I can send the appropriate warranty. Please provide us with this additional information so that we can look up your order and we can proceed from there. 

      Customer Answer

      Date: 09/30/2022


      Complaint: 18149564

      I am rejecting this response because: I do not have serial number from liner as it was shipped to pool installer which was ************** in ************** **. I will take pictures of the holes as best as I can. The liner was Brava beach full pattern for a 16x32 rectangle pool. 



      Regards,

      ***************************

      Business Response

      Date: 10/12/2022

      I believe we were waiting on pictures of the issue in order to move forward with a resolution. I do not believe we have received anything via email. Again, you can send them to ************************************ or attach them through this system. Thank you. 

    Merlin Industries, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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