Complaints

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• Initial Complaint

  Date:06/29/2023

  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.

  See details in word document titled- Pool Liner Problems 06272023
  Pool Liner replaced in 2021, problems when opening spring 2022 and 2023, still within warranty
  Contractor "speculates" groundwater caused problem in 2023 and started i would have to pay to repair. At this point I felt no other resolution to fix the problems.
  Proposal to contact up to $1000 for time and material. Signed on 5/12/23 with $500 deposit.
  Contractor was to coordinate water tanker to refill pool and I pay, This didn't happen and had to use house garden hose for 38 hours to refill pool.
  Liner repaired on 6/2/2023
  Received invoice on 6/5/2023
  Liner pulled away in several area and service tech repaired on 6/23/2023
  Liner pulled away in different area on 6/26/2023, sent photo to company and response was that due to balance on invoice is unpaid, no more work will be done and warranty is voided.
  I don't believe the reset has been completed due to the continued problems, so that is why I have not paid the remaining balance of the invoice.

  Business Response

  Date: 07/07/2023

  Blue Ridge Pools installed Mr. ************ pool liner on June 3, 2021. Per Mr. ************ contract dated March 25, 2021 his warranty is one(1) year on labor and twenty five(25) years manufacturer warranty. In the Spring of 2022 Mr. ************ called us in regards to a few areas the liner was coming out of the tract. Which happens on a pool with twenty plus years age on it. We immediately addressed the issue by installing bead lock in those areas. In May of this year (2023) Mr. ************ called and stated his liner had buckled. Stan Shifflett (owner) immediately scheduled an appointment with him to examine the area. Stan determined it was caused by ground water and told Mr. ************ it was no fault of Blue Ridge Pools and that he wanted to consult with *** **** ********, the manufacturer of the liner and would get back with him in just a few days. Stan did just that, *** confirmed it was ground water and the resolution was to reset the liner. Mr. ************ was very argumentative and certain he did not have a ground water issue. An agreement was finally reached and Contract was put in place. On June 1, 2023 we reset the liner. When the water was lowered down and the liner and wall foam were exposed it was indeed a GROUND WATER ISSUE. Mr. ************ was shown the area and the water issue that was discovered. At that point  Mr. ************ told the Supervisor that he had water in his basement at some point, and that was located in the same sloping area of the liner issue. Blue Ridge Pools has advised Mr. ************ that he MUST address the ground water issue with a drainage system or this issue will happen yet again. Blue Ridge Pools even explained how to install the drainage system to him. On June 29, 2023 Mr. ************ came in the retail store and verbally assaulted store employees. He was abusive and demanding. Their were customers in the store at this time and were in utter disbelief of how he conducted himself. We understand Mr. ************ frustration however his behavior was NOT ACCEPTABLE. Per Mr. ************ Contract dated May 11, 2023 to reset the liner, he had a final payment due upon receipt, Which was June 5, 2023. He breached his contract not Blue Ridge Pools. We are willing to come and insert the liner back in the tract once Mr. ************ fulfills his contractual obligation. It Is unfortunate that Mr. ************ incurred a ground water issue, however that is through no fault of Blue Ridge Pools.

  Customer Answer

  Date: 07/07/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   Regards,
  
  **** ************