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:04/24/2025

  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.

  Purchased a Quest pool in the spring 2020, we paid over $7k filter and chemicals. I noticed last spring (2024) small bubbles on the outside wall of pool in many areas. see. In February of 2025 I noticed the pool level was much lower and two hours later the pool collapsed. The pool wall cracked and ripped where those bubbles were and in many areas causing the pool to collapse. We contacted ****** and their fine print in warranty only covers replacing parts that were damaged, not the entire pool. I would also be responsible for the shipping and handling costs for the parts they determine are defective. They are quoting me $1,495 to replace certain parts only, no liner or any install or removal costs. This is cost for delivery only, I am responsible to have the old pool removed and new parts of pool installed. ****** wants us to pay for basically a whole new pool due to your defect and will most likely send another defective pool based on others with the same issue. T

  Business Response

  Date: 04/28/2025

  Hello,

   

      We are sorry to hear you are having trouble with your swimming pool.  I've attached a copy of your warranty outcome letter which was sent to you on 4/7/25 and terms of condition of warranty.  Under the terms and conditions, you are responsible for 10% handling fee and freights costs of any replacement parts that are covered under warranty for the first 4 years from date of purchase.  After the first four years you will receive a 40% discount off the list price of the parts plus any applicable freight costs if your claim is approved.  The limited warranty only covers replacement parts.  Any incidental costs including but not limited to labor, liner, water, materials are not covered under the limited warranty.  The attached legal terms and condition outlines what is and isn't covered under warranty.  The limited warranty is non-negotiable.

   

  Kind regards,

   

  Wilbar International

• Initial Complaint

  Date:04/21/2025

  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.

  We recently purchased a home that already had a Wilbar pool. My kids were thrilled to have a pool, and loved it last year. It's just getting warm enough for us to start using the pool and we had big plans for it this summer. Unfortunately because of the low quality of these pools that now isn't possible. I was out cleaning the sides of the pool with a brush at 10am, in preparation of getting in the next morning to vacuum and have it opened that weekend (this was Monday night). Two hours later I heard a loud crash and roaring sound, almost like thunder. The pool walls had collapsed!! There was no sign of anything wrong when I was out there just 2 hours prior, and I can view on my camera that water levels and everything was completely normal prior to this. The pool was not even quite 7 years old!!! I have been trying to find contact information for a possible warranty and all I can find is an email that I keep getting sent back saying it's not deliverable. We are now looking at getting a new pool, as living in SE ***** it's a good exercise in the summer without getting overheated. I can promise you this company will NOT be getting my business!!! I'd buy a ******* soft sided pool before I'd ever give a ***** to this company!! I have had a pool installer themselves tell me they see more problems with the Wilbar Quantum pools collapsing without warning than all other pools combined!!! Clearly there is an issue!!! And I can't even find a way to try and discuss it with this shady company!!

  Business Response

  Date: 04/28/2025

  Hello,
  
    We are sorry to hear you are having trouble with your swimming pool.  In order to process a warranty claim you must visit our website, ******************.   Once you reach the website you can create an account and submit your claim.  The website also has a frequently asked question section that can answer basic questions about submitting your claim.  Below is the information needed to complete your claim.  

  
  We will need the following information please:
  -      Copy of the original sales contract/proof of purchase from dealer
  -      Picture of the damaged area (s). If your pool has collapsed, we will need to see clear photos of both sides of where the wall split, taken from the outside of the pool please.
  -      Picture of the complete pool by the skimmer/return area. The image needs to include the skimmer, the return, the upright, the top cap, the top rail and the wall. Please take the image from the outside (exterior) of the pool. 
  

  Kind regards,
  Wilbar International

• Initial Complaint

  Date:10/02/2024

  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.

  Purchased a Sharkline pool at the end of summer 2020, we paid over $5k for everything including filter and chemicals. We bought the best pool the pool store had and they recommended with the 50 year warranty. The pool itself with liner was $3,700. We noticed after one year small bubbles in the side wall on just one section on back of pool that we rarely see. I am not a pool expert or steel expert and didn't think much of it or didn't think it was going to be a huge defect. Now in 2024 we noticed those bubbles have rusted all the way through and there are holes all over the pool to where you can see the liner. The defect started the second summer and pool is shot now. We contacted the company and their fine print in their awful 50 year warranty only covers 60% of the part and no shipping. They are quoting their pool walls alone with no other parts, no post or caps or liner at $3200 are you kidding me. This is cost of the whole pool at the store with no $500 shipping fee. Total cost $1800 to have the pool walls only delivered to us and then we have pay again to have installed, plus cost of emptying and refilling pool water and chemicals and pool now needs a new liner as it is leaking where the rust holes are at. You want us to pay for basically a whole new pool due to your defect and will most likely be another defective wall seeing all the others with the same issue. This is a known defect by this company and where is their obligation to inform customers of this defect. Had they informed me this would have been reported several years sooner as I would have been informed of the issue. They are ripping customers off with their defective product and not backing it at all. They are just inflating all the cost so they don't lose any money. Do not buy this product.

  Business Response

  Date: 10/02/2024

  To whom it may concern, 

   

      We are sorry to hear you are having trouble with your swimming pool.  Pool warranties are limited and are pro-rated based on the date of purchase.  The limited warranty only covers the parts of the pool frame under the pro-rata.  Parts costs will fluctuate over the years and costs are based on today's list price of the parts needed.  We have attached a copy of your warranty letter and legal terms and conditions of warranty which was sent to you as well in our online portal.  These terms and conditions are non-negotiable and the amount shown in the letter is the best we can offer.  We understand the costs of freight are high and unfortunately that is the best rate we can get on shipping your parts.  The wall is a large and heavy carton which must be attached to a skid and shipped LTL truck with liftgate service.  You are welcome to pick up the parts without shipping costs and only the prorated costs of the parts needed will apply if you are local to ***********, ** or have the ability.  If you would like to proceed with the warranty please sign the letter and return it to us with payment and we will process your order.

   

  Kind regards,

  Wilbar International

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is not acceptable to sell these high rate pools and advertise no rust or corrosion and advertise a 50 year warranty and the pool is destroyed after 3 short *******. We got 9 months out of a $5000 purchase due to defective walls. You are not backing your defective walls at all. Charging customers an over inflated rate that we could go buy a whole new pool for is ridiculous. Why do we have to pay for your defect and why do we have to pay for another install? Did you advertise life of pool is only 3-4 years? If so we would not have bought it. False advertising and ripping the customer off is what you are doing to many people and it is not okay and this is not closed. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/14/2022

  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.

  In July of 2012 I purchased a 36' Tahitian above ground pool from *****************. The description declares a 60 year warranty and corrosion resistance. Two weeks ago the pool failed and the pool is now a total loss. A pool repair specialist that I contacted said that the bottom rails appeared to have rusted through. I have contacted ************* on 3 different occasions trying to get contact information for the Wilbar warranty with absolutley no assistance. I have now been told by 2 companies that I just need to do an internet search because they have no contact info for Wilbar. I need contact info for any warranty information as I now have a pool and perhaps a 44 x48' surround deck to dismantle. ************* order # was ****** on 7/6/2012.

  Business Response

  Date: 11/14/2022

  Hello,

   

    We are sorry to hear of the trouble you are having with your swimming pool.  We do not have any warranty claim on file for you at this time.  If you have not submitted your request as of yet please visit *******************  This website will allow you to submit your warranty claim for processing.  

   

  Kind regards,

   

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

   

  Wilbar International

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The ********************** website that the company is providing is not an active website!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Still no phone response and warranty website out of service

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 01/23/2023

  Hello,

   

    We spoke with this consumer and we are assisting her with her claim.

   

  Kind regard,

   

  Wilbar International

• Initial Complaint

  Date:08/12/2022

  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 pool with a 10 year warranty in 2016. Summer of 2022 I have rust that has gone completely through the wall and liner causing my pool to lose a quarter of the water. Contacted my pool warranty on 7/29/22 and was told through their robot I would receive a response in 3-5 days. Its now 8/11/22 and I received my response that yes, there is a defect (their words) in the wall and they would be happy to replace the section of wall for $2300! I can buy a brand new pool for that, not to mention that by the time I pay some e to replace it & buy new water & a liner Ill be at about $4,000 - $5,000 what the h*** good is a warranty if it doesnt cover DEFECTS? If its defective that means theres an issue with the product. Upon reading these complaints Im not surprised that Im getting no where. How can they charge these astronomical prices for a replacement part? The whole pool doesnt cost that much. I think this company is totally scamming consumers by not covering things they themselves say are defective. Im supposed to be received correspondence from a supervisor ( hes on vacation) next week. Well see if that happens. Its really unfair that they take advantage of people in this way stating you have a warranty but it will cost you thousands to replace things. I also noticed their robotic answer about were sorry youre having trouble with your pool weve attached your warranty it seems every response starts that way. Again what good is a warranty for DEFECTS (their words) if theyre going to go through every loop hole to not replace their defective items, its very unfair to the consumer that they knowingly sell defective items & then dont cover them when they fail. This is a disgraceful business *************** should be embarrassed giving the nonsense answers they give along with their crazy prices to replace their garbage product.

  Business Response

  Date: 08/15/2022

  Hello,

   

     We are sorry to hear of the trouble you are having with your swimming pool.  We have attached the warranty outcome letter to this response.  Under the legal terms and conditions you are responsible for the pro-rata costs associated with the warranty claim and any freight costs.  Unfortunately we cannot offer any further discount then what is attached to the response.  When you are ready to order please sign and return the attached document and we will contact you for payment.  

   

   

  Kind Regards,

   

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

  Wilbar International

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved becaus

   

   The business is clearly stating that this is a defect with their product so how does the consumer get stuck paying for a defect with their product at an astronomical price no less. The price that they are quoting (even at a 50% discount is over $1700 dollars which is more than the price of a brand new pool and they just want to provide the wall.upon reading the other complaints it seems that they only have an automated response and answer everyone with the same response. Im very unhappy with the way this is all being handled and feel they should be held responsible for their products that people are spending a lot of money on, and I feel their warranty is nothing but a scam.

   

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:08/10/2022

  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 Wilbar Morada pool from Namco on 2/24/2014. The pool advertises that it is "Made of high quality steel components that will not rust" and has a 40 year warranty. My pool broke/collapsed at one end. I first tried working with Namco - they passed me onto the "My ************** ******** The pool warranty company simply sent a bunch of warranty info and said that they will not cover anything because THEY DIAGNOSED the cause of the problem and it is not covered. I went back and forth with them and they agreed to honor the warranty and give me 35% off of replacement parts. I have had 2 pool people out to look at my pool. Both agree that the base of the pool became compromised due to INTERIOR rusting all around the edging. So the warranty company just spits out their "Cause of the problem" so they can not cover it. The real problem is that there is rust in all different areas of the pool wall -but significant enough at areas of the base to cause weakness. Once part of the base gave - it split that wall in an area where there was no rust except at the base. Trying to rebuild this broken pool would be a danger and hazard. It is not repairable. It needs to be replaced. The pool is DEFECTIVE - the high-grade steel components DID RUST and cause a very dangerous situation - where thankfully no-one was hurt. Along with the cost of a new pool, I have the cost of removing the old pool and a reinstall coat and water cost. All of these costs because the product that I purchased - warrantied for 40 years was defective and rusted after only 81/2, The real argument is what actually caused the break/collapse. The answer is a weakened base around the pool entirety. It is not what the warranty company claims. How convenient that they just look at the pictures you submit - come up with their own theory and deny all coverage - what a scam! I am requesting a refund for the defective product I purchased in the amount of $4622.33

  Business Response

  Date: 08/10/2022

  To whom this may concern:

   

     We are sorry to hear you are having trouble with your swimming pool.  I have evaluated your limited warranty claim after reviewing your photos and attached the outcome letter.  In this case your pool was denied for warranty as the pool was not maintained and this caused the catastrophic failure as shown in your photos.  I've attached the photos which show the corrosion under the return area which is also where the pool wail broke.  Also attached is a copy of the page outlining the Important Pool Safety & Maintenance instructions from your installation manual.  The other document attached is the legal terms and conditions of warranty.  

   

  This is from the installation manual which is attached to our response:

  The skimmer area and below it are particular areas that must be carefully and regularly inspected. If this area is wet, and remains
  wet for any length of time, it usually means there is a small leak. Skimmer/skimmer return gaskets must be replaced when they
  become defective. Water must not be permitted to continually run down the wall, if neglected pool will break.
  If proper skimmer/skimmer return gasket care is not maintained, your warranty will be void!

   

  This is from the legal terms and conditions of warranty:

  Corrosion around and beneath the skimmer which includes the square skimmer opening and the round return opening are specifically not warranteed. Refer to
  the skimmer maintenance instructions as well as the pool instructions.

   

  Your denial for this claim was based on the terms and conditions of warranty.  Unfortunately we cannot provide warranty parts as your warranty has been deemed void due to the return corrosion which caused the failure of your pool wall.  We do suggest following up with your dealer of purchase to see if they can assist you with purchasing a replacement pool.  

  
  Kind regards,

   

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

   

  Warranty Supervisor 

  Customer Answer

  Date: 08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because the company has  based on only photos created their own version of what caused the pool to break and of course their version is the exact thing that they do not cover. I have a company stating otherwise - as far as what caused the pool to break/collapse. So why does their opinion

  that exactly suites their "denial"- ***** that of the person I have stating what caused the break. This is a disagreement about what caused to pool to break. The pool that is supposed to be made of high quality steel components that will not rust - that is completely rusted all around. This is such a disappointment. They sell a product offering a 40 year warranty. The product is defective and does exactly what they state it should not do and then deny any coverage. They repeatedly try to sell me parts at a discount encouraging me to rebuild this pool even after I have explained that I have been advised that it would be unsafe to do that. Something should be done to ensure that this company covers their defective products. 

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:07/25/2022

  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 the Sharkline Matrix above ground pool, made by Wilbar, in 2013. It was installed by professional pool installers. I first started noticing rust on the pool wall in 2019. I contacted Wilbar about it, but they denied my claim. The rusting continued and was becoming an obvious hazard. I filed another claim with Wilbar in 2021. Once again they denied my claim, stating that the rust issue was due to leakage around the skimmer and return, therefore voiding the warranty. The rust was not just in that area and was not caused by improper care or negligence.It was necessary to replace the pool wall, as it had become dangerous - and the only way to do that was to purchase a replacement from Wilbar for $2853.58 + $250 shipping charges. When we removed the rusted pool wall, it was even more obvious that the rust issue was all over the pool wall, NOT just at the skimmer and return (photos attached). The descriptions of this product in their marketing materials claims "pool components that lock out corrosion" ... "eliminating the worry of rust spots on your pool"

  Business Response

  Date: 07/26/2022

  to whom this may concern:

   

   We are sorry to hear of the trouble you are having with your swimming pool.  We have evaluated your claim and with the damage showing in the skimmer and return area the warranty is no longer valid.  Although corrosion may be found in other areas of the pool we cannot validate a claim when there is negligence to the skimmer and return area.  This is outlined in the terms and conditions of your warranty, a copy of the terms and conditions is attached to this response.  Although your claim was denied we did offer you a 20% discount on the replacement wall for your pool.  You may also reach out to your dealer of purchase to see if they can assist you further as well.

   

  Kind regards,

   

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

   

  Wilbar International

  Warranty Supervisor 

  Customer Answer

  Date: 07/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Wilbar claims the rusted pool wall was due to negligence at the site of the skimmer. Why then is the entire 28' pool wall covered with corrosion? Their claim of owner or installation negligence is completely false. The pool was installed by *************************** of Off the Deep End Pools. He installs about ******* pools a year. My husband and I have maintained the pool as instructed by the original manual. The photos I have provided of the removed, deteriorated pool wall clearly show that the ENTIRE 28' pool wall was corroded. It is clear that Wilbar has found a subtle way to deny warranty claims on their faulty product. 

   

   

  
   
  

  Business Response

  Date: 08/08/2022

  Hello,

   

    Unfortunately the terms and conditions of warranty and installation require the skimmer and return area to be maintained.  The photos show there was neglect to these areas.  Although the terms and conditions state there would be no coverage, we did offer you a 20% discount on the parts to replace your pool wall.  Had there not been neglect this warranty would have received a 35% discount.  We unfortunately cannot offer any further discount in this situation.  If you would like to place the order, please sign and return the document and we will contact you for payment.  

   

  Kind regards,

   

  *****

   

  Wilbar International