ComplaintsforNuwave Group Inc
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Complaint Details
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Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Simply Pools was engaged to install an inground fibreglass swimming pool and hardscaping. The work was completed August 2019. Less than 3-years after installation, mid-summer 2022, we noticed some of the slabs of coping had cracked. Further investigation identified that two of the slabs of coping were no longer adhered to the pool collar - they could be lifted by hand. This is a safety concern as these slabs are held in place by nothing more than gravity and friction (not to mention, should they become dislodged and fall into the pool the shell would likely be irreparable). Simply Pools did not install the coping as per the manufacturer installation instructions, they instead used a ** adhesive. The manufacturer, *****, indicates wet-lay / mortar bed installation ******************************************************* Additionally, pavers adjacent to the coping have sunk cumulatively multiple inches in less than 3-years after installation. This too is a safety concern due to it being a tripping hazard. Upon removing the pavers random sampling showed there to be no foundation, with as little as 1.5-inches of screening between the pavers and earth/dirt. ******** installation instructions indicate a minimum of 8-inches foundation ***************************************************************************** When Simply Pools was advised of the issue, the response was "out of warranty". I responded indicating that, in my opinion, if it wasn't installed correctly then warranty was irrelevant. ***** * **** ******** ******* **** ****** ***** * **** ********* ***** *** ***** **** *** *** ** **** *** **** *** ** *** **** ***** ****** ***** ************* ** ** ******** ********** *************** *********** ** ********** *** ********** ******** Due to the safety concerns of loose coping (each slab weighing in excess of 150lbs) and tripping hazard of the pavers, we were left with no choice but to completely redo the hardscape installation at a cost of approx. $45K.Customer response
12/07/2023
On August 14, 2022, I received correspondence from Nuwave legal counsel threatening charges of harassment should I contact anyone from Nuwave, and threatening charges of trespass should I step foot on Nuwave property. In my opinion, the allegations of harassment are wholly fabricated. They've been asked to substantiate the allegations, and there has been no response. Nuwave is the Canadian distributor for Barrier Reef Pools and parent company of Simply Pools. Simply Pools was engaged to install a Barrier Reef fibreglass pool, work completed in August 2019. The threat of charges, in my opinion, effectively makes Barrier Reef's lifetime structural warranty and 15-year finish warranty unserviceable (*********************************************************************************). Additionally, the Simply Pools contract came with a lifetime underground plumbing warranty so long as they closed the pool. This too, due to their threat of charges of harassment, has, in my opinion, unilaterally been voided as they can't be contacted to close the pool (note: first year closing Simply Pools didn't even close the pool themselves, but subcontracted out to another company). Rescind threat of charges of harassment thereby making Barrier Reef warranty serviceable; reinstate lifetime underground plumbing warranty so long as pool is professionally closed.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.