ComplaintsforFine Pools

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After the purchase of a new home in April of 2021. I contacted our home warranty company AHS about an issue with our above ground pool pump. AHS contracted with Fine Pools to repair/replace the pump, filter and some plumbing. The order was put into AHS on 4/22/21 and work was completed around a month later. The work completed included a brand new *********** filter. Fast forward to June 2022 and the new Carvin filter has split at the seams rendering it un-useable. I notified Fine pools of the warranty issue and as of today 1/12/23 we still have no repair or replacement. I have called this business countless times to which I am always told I need to speak with ****. The majority of the time "****" is not there and he will call me back. He has never called me back. I have actually spoken with **** a few time now and the various excuses are, "Supply Chain", "Order placed and waiting on them", "Let me call my rep and I'll let you know". Finally around September 2022 I talked with him to find out what else could be done. I asked if we could use a different brand and he stated I would have to pay for that and I would just have to wait on the Carvin filter. I have still never heard anything further from Fine Pools as of today. Last attempt of contact was in December 2022 and **** wasn't there and would call me back.

  Business response

  02/13/2023

  Yes we did replace a filter for customer brand was carvin I sent all purchase info to manufacture of filter as the filter developed a leak outside the warranty recall it is a factory warranty in which I sent all info to carvin company to get a replacement and this company has not replaced filter yet I am not a warranty service center for this company and have made many attempts to help customer with this issue with manufacturers but my company did the job properly and can not control any manufactures products and deffinetly not the replacement of there products in which the company has no labor policy on there items to be replaced. So my company is not responsible for the replacement of this product directly to the consumers 

  Customer response

  02/16/2023

   
  Complaint: 18727915
  
  I am rejecting this response because:

  There was absolutely no resolution provided by Fine Pools.  *********** still has not contacted me about a possible time frame of replacement.  At this point I fully expect nothing will be done by this company.  For a local family run business it is truly a shame they are not willing to provide better customer service (ie would actually talk with you when you call, call you back with information,  provide alternative solutions etc).  With that said; a note to our local community with a pool or looking for a new pool: 1. Do not accept a company using ********************* because you probably can't get any warranty support.  2. Pick your pool company wisely.....
  
  

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