ComplaintsforPTL Direct

• Initial Complaint

  27/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought and paid for a pool liner from PTL Direct.  I was assured the measurements were correct.  The error in Size was their mistake.  They recut the liner and I paid to install.  Large swam split as a result of manufacturing error.  Denied warranty since they claimed they did their share recutting the liner.  Because of the seam split damage was done to the pool base with water leakage.  Not repairable.  I had to order s new liner from another company and pay for a second installation.  PTL refuses warranty or any other compensation.  Additional cost to me is $5900.00

  Business response

  07/06/2024

  PTL Direct received a sales order from ****** to make a custom inground liner.  As shown on our website, the consumer must supply the measurements.  
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  ****** sent measurements from one contractor that she hired (******** ******** ********), and we phoned to discuss how the measurements didn't work.  They will not make a liner the shape she requested and asked what she would like to do.  She had a second set of measurements sent to us from another contractor (****** *****), and again, we phoned to discuss how the measurements didn't work.  We requested that she employ a company specializing in measuring pools, but she explained she could not afford it.  We clearly explained that the liner measurements were incorrect and that we did not want to make it without more measurements.  ****** called us and explained her financial situation. She said she had someone else get some measurements for us.  ** ******* ** *** * ********** ** ***** ******* We called again and expressed our concern with the measurements.  She called and spoke to 2 staff members, very upset that she needed her pool liner* ******** ** *** *** ****  We spoke further with her, and ****** clearly stated that we should make the liner.  We made the liner and delivered it to her.  ****** hired a *** **** ******* to install the liner.  They showed up at the site and, just reading the dimensions on the box, knew it would not fit the pool.  According to ******, *** **** ******* measured the pool at no charge. They brought the liner back to us, and we reworked it to fit it at no charge.  *** **** ******* installed the liner at no charge to ******, and unfortunately, the liner and we had a seam separation.  We asked *** to repair the liner.  This is in our warranty and an industry standard.  ****** would not let the liner be repaired on-site and decided to close the pool with a hole in the seam.  We advised this was a bad idea and would cause problems and to repair the liner, and the warranty would still stand for 25 years.  Against our advice, she did not close the pool properly, causing her many problems that she is claiming against us.  ****** would not let us send anyone for the repair and was demanding a new liner instead. We spoke to ****** on 3 occasions that the warranty on the liner gives us the right to repair the liner and that is what we would like to do.  We sent the warranty card to her so she could read how the warranty works.  This was sent to her with the order as well and is on the website.  We supplied the product that was requested, and we went above and beyond by remaking the liner at no charge.  We were happy to repair the liner under warranty.  ****** would not let us.  We have included the warranty for swimming pool liners below

  25 YEARS LINER WARRANTY
  FOR THE ORIGINAL OWNER ONLY LINER NO.
  PTL Direct Ltd. warrants the vinyl liner to be a product of the finest materials and workmanship available. It agrees as its option to replace or repair, but without installation, FOB its factory, any liner that separates at its seams within twenty-five (25) years from the date of installation. If replacement is so required, then PTL Direct Ltd. will replace the liner at a price equal to 5% of the current list price of the liner for each year or part thereof that the liner has been installed, subject to the following conditions.
  1.The owner must notify PTL Direct Ltd. In writing of the date when such failure was first noticed within ten (10) days from the date thereof so that PTL Direct Ltd. may have an opportunity to verify said claim and determine whether it be within the provisions of this warranty;2.The failure in the seam or seams which is subject matter of this warranty shall be the sole defect in the liner;3.The failure in the seam or seams is caused solely by a defect in the material or improper workmanship in its manufacture.
  Defects caused by fire, cutting or any mechanical, chemical or other means or agencies are excluded from this warranty. This warranty will be construed under the laws of the Province of Ontario. PTL Direct Ltd. shall in no event be liable for consequential damages or contingent liabilities arising out of the failure of any product or its accessories to operate properly. This warranty excludes all the other implied or statutory warranties upon which this liner is sold. It is further agreed and understood that PTL Direct Ltd. liability shall be limited to the agreement to repair or replacement as aforesaid, all other damages, whether proximate or not, and warranties, statutory, implied or otherwise, being hereby expressly waived by the Purchaser.
  PTL Direct Ltd. 60 Armstrong Avenue, Georgetown On. L7G 4R9 TEL: 905-873-7711
  Warranty IMPORTANT TO INSTALLER*

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

   

  Customer response

  24/06/2024

  Thank you for the opportunity to respond to the defence of PTL.  ***** ** ** **** ************** **** **** * ***** ** **** ** *****  

  
  

  1.  To start with the pool is an onground, emerald shape 19x35.  I bought it 35 years years ago, and it is still available today.  It is  a ******* pool.

  
  

  2.  I have detailed the measuring fiasco that ******** ******** denies so vigorously.  

  
  

  3.  The recut liner was not salvageable.  *** **** *** **** ** *** ***** ***** *** * ****** ***** **** *** *** *******  ** **** ****** *** ** ***** *** ***** * ****  **** **** ***********

  
  

  4.    *** had recommended the way to go was with a new liner.  PTL provided a liner a foot too long.  Recut liner couldn't hold water.  I had to order from someone else.  

  
  

  5.  Another **** ** ******* is that *** did not charge me for liner installation.  They are a business.  I paid fully for two installations.  

  
  

  6.  ** ** ********* **** *** ****** * ******** ****** * ****** **** ************  ** *** **** * ******* ** ******* ********** **** *** ****** *******  I would gladly have paid to avoid the nightmare of paying for two liners and two installations.  Plus losing an entire swimming season.  

  
  

  7.  ******* * *** * ******** ** ****** ******* ** ******* ************  I will outline how ******** ******** wanted to keep my money ($2550.00) so she planned to measure the pool herself.  Then cancelled last minute. 

  
  

  8.  I've never heard of ****** *****, let alone hired them.  

  
  

  9.  Outlined are conversations that did not take place.  I thought ******** was being helpful in the beginning.  * ***** *** ******** *** ** ***** ********* ** ******  

  
  

  The obvious solution would have been to go to

  
  

   ******* ***** where the pool was purchased.  Same emerald standard liner 35 years later.  With Covid ******* was not able to take on the job. So I thought a basic 19x35 liner would not be a problem.  

  
  

  Another ********* was I was giving measurements I had taken.  Not true.  This information came from pool installers.  

  
  

  The nightmare begins when I contracted ******** ******** to install a new liner in Nov 2022.  A deposit was paid and work to begin in May of 2023.  Owner ***** ****** showed up twice to take measurements.  He then said he cant take the job and returned the deposit.  No reason given other than frustration with measuring.  

  
  

  I then contacted another local company called ******* ***** owned by ******* ********.  ******* agreed to install liner then health problems prevented him doing the job.  His son in law Zachary Stewart measured the pool and collected a $400.00  deposit.  Second measurement required also rejected.  Old liner left in pieces on deck since Zachary said he didn't have a truck.  Sand bottom damaged from removing old liner.  So Zachary gets a job and says he will come back when he has time.  To this day  refuses to refund deposit.  

  
  

  I had paid in full  PTL Pools $2550.00 for my new liner.  I found out then both ******** ******** and ******* ***** ordered parts and liners from PTL.  It was PTL that had rejected their measurements.  I was ready to go elsewhere *** **** **** **** ********* *******   ******** didn't want to refund my money and to be sure I got a good liner, set a date to come on site and measure herself.  Last minute ******** cancels and said someone else would measure.  Weeks later I'm back to giving up on this whole bunch.  ******** tells me she can get an accurate measurement by using both pool company measurements and pictures I send her of the pool slope.  With the pictures i felt confident I must have a good liner coming.  

  
  

  While waiting for delivery I contacted a busy pool company in Waterloo.  *** ******  ** ******** ***** ***** *** *** *** ** ***** **** *****  **** *** *** ******** ******* *** ********* * *** *********  **** ******** **** ***** ** ******** **** ***** ** ******* *** **********  **** *** ***** **** ***** ** **** ***  

  
  

  The liner with ********'s measurement arrives and using the blueprint,  plus *** taking pool measurements it is determined to be a foot too long.  So now ******** says not my fault it's yours.  Not my problem.   ******** says I've done enough for you.  Im really not sure what.  ************** ** ***** ****   Finally PTL agreed to recut liner to fit.  More weeks go by.  As I call I'm told, you want it sooner it's another $400.00  

  
  

  To move this on,  when I pay once again to have recut liner picked up I have *** completely resurface sand bottom in preparation for installation.  Everything was looking great until water was being added.  A seam separated in the liner and water ran under to ruin resurfaced bottom.   I'm told liner has to be lifted to repair bottom.  Seam continued to open up.  Liner needs to be replaced.  It was ********'s suggestion I must have cut it opening the box.  She was told box was unopened when *** arrived.  

  
  

  Liner was a mess when vacuum stopped.  With the manufacturing error and seam continuing to open there is no doubt a repair was not feasible.  There is a 25 year warranty for replacing or repairing.  I enjoyed it for about 12 hours.  Denied a replacement.  

  
  

  All I can say is that I have pictures and evidence of what I'm claiming.   * **** ********* **** ******* *** ***** **** **** ***** ****** **** *****  **** *** **** ** ******* ***** ** *** ******** *** *** ** **** ** ** **** *** ********** *** ******* **** ********* ** ******* *****  ** ****** ***** *** **** ****** *** **** ****** ***  *** *** ****** * ** * ****** ***** ***** **** **** ********** ** ** *****  

  
  

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

  
  

  Business response

  03/07/2024

  In accordance with the warranty, the liner could be repaired from the backside, but the homeowner did not allow us to do so. We have decades of manufacturing experience, which would be easy to do.
  
  Much information is involved that has nothing to do with the liner initially purchased. We fulfilled the purchase when the first liner was delivered with the specifications provided. We went above and beyond when we reworked the liner to the ** * supplied measurements.  
  We do not do any service work or installation. Yes, we work with many dealers across Canada, and both of these companies purchase from us, but we are still determining what that has to do with the situation. ****** hired ******** ******** ******** and ******* *****, and their work had nothing to do with us.  We mentioned ****** *****, and we were mistaken and should have referred to ******* *****. 
  We offered to refund the purchase because we could not get the correct measurements, but ****** said she could only get the liner elsewhere after waiting months.  It was COVID, and that is possible.  
  ****** purchased a custom liner that required her to supply the measurements.  This was clear at the time of purchase.  We do not get involved in where or who the measurements come from.  The measurements are entered into a CAD program to confirm whether the measurement works.  This does not mean we can tell if the liner will fit your pool. This confirms that, mathematically, the numbers add up.  We only reject measurements when we see they do not add up.  For example, if the pool is said to be 40ft long and the measurements given only add up to 38ft in length, we reject the measurements supplied.  The liner needed to be repaired under warranty, but the homeowner needed to allow us access.  How can we be held accountable for anything if we can't access the warranted product? 

  Customer response

  17/07/2024

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

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

   PTL talks about mathematics, but doesn't explain this.  With all their experience how did I get a liner with an open seam pouring water to sand bottom?  

  There was no inspection by PTL to assess this damage.  They were never denied access.  This is a new story I've heard for the first time.  They were told by professionals *** ***** the liner was defective to the point of needing replacement.  Once again PTL responded they would pay half for a seam weld.  

  A refund, an apology, or an offer to inspect liner did not happen. 

  
  

  PTL had no intention of refunding my money.  **** ***** ******* * ***** ** *** **** *** *** ** *** *** ***** ************  

  
  

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

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

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