Business ProfileforPTL Direct

*** ***** *** ******** ** **** ***** We ordered an above ground pool liner in Spring 2022. We used the measurements on the pool manual and after we installed it we noticed several large air bubbles and many wrinkles. It is 2 feet longer than it should be and 4 inches deeper than the measurements we gave her. When we called to tell her she started yelling saying that we shouldn't have cut the skimmer and jet hole. We had to do this to install it. We filled the water thinking that the water pressure would smoothen the liner out but it didn't After almost a year she now says that she is not going to replace it (she said she would replace at her cost and we were even willing to spend the extra to get a proper fitted liner) She doesn't stay true to her word after saying she was making us a new one. ******* *** ******** ***** ** ** *** **** **** **** ******* ** *** **** ***** ****** *** ******** ******* ***** I would never ever deal with this company again *** ** ******* **** ** **** ****** *** ** ***** ******** **** **** ************** ******** *** * **** ** *** ****** ** **** ****** *** * ***** **** **** **** **** ** We were going to go to small claims court but it isn't worth our time or money. ** *** ***** ****** **** **** *******

We understand that it is very frustrating when a homeowner does not order a liner correctly. It is an industry problem that we have brought to the attention of the swimming pool association. When manufacturing Oval pools the industry will make a pool a different size than it actually says on the paper work. For example; a pool sold as 15x26 has many option it could be 15x26 or 15x25'6" or 15'2"x26'6" or 15x26'4". Depends on the year the pool was purchased and what company manufactured it. We ask on the website to measure the pool before ordering the liner. We make and ship exactly what the homeowner requests. Homeowners that have their paperwork will just order what is on the paperwork. It says 15x26 but it really it is something else. This liner is 12x20 but we wanted to give the example. We went and saw this pool because it was local and said the liner is exactly what was ordered and had almost no wrinkles. We understood that the homeowner was not happy with the little wrinkle and offered if they would like we would make another liner smaller than the one ordered at cost. By the time we returned to the office the *****'s had posted bad reviews on every platform. As you can see it still continues and we have not done anything wrong. We made the liner that was requested, we investigated the reported issue, found no fault on our end but went the extra mile to keep the customer happy. We respond to each and every complaint we continue to politely take all calls and communications.

We did not make any bad reviews whatsoever. We simply reached out to PTL through their ******** page directly and jot on their public profile and asked them to contact us so that we could order a new liner as the owner offered to make us a new one at cost. We were willing to spend more money at this company even though they sent us the wrong size. We did measure the liner ourselves and the other company that we used previously sent the proper size as per what the manual showed. Even though we have not left bad reviews, this company has left a very bad impression on us. We thought of going to small claims court but honestly not worth our time. The owner of PTL did not make it right. They did not return our phone calls or emails which is why we reached out and asked that they contact us through their DM ******** page. That is not considered a bad review at all. It’s simply trying to get them to contact us back. We never want to deal with them again but other customers need to know what this company os all about. I have all of the posts that I sent them directly which show no such bad review, just simply trying to reach out to get an answer on a new liner.