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Complaint Details
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Initial Complaint
04/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We purchase our pool June *********************************************** 2021. I tried contacting this company several times about a warranty on the walls and was told that because my pool isnt completely enclosed maybe an animal got in and couldnt get out. The vinyl liner had no visible damage to give us any impression that was the case. The rust also appeared in the form of holes the entire perimeter of the pool and a few places near the bottom. After contacting via phone and not getting a helpful answer I moved to email and have not received any responses about my concerns. The rust has now completely taken over the walls making it completely unsafe to swim so we had no choice but to drain the pool. I am super disappointed not only in the quality of my supposed to be 20 year pool and in the lack of care from this company to try and work with me. I spent a lot of money to get what I thought was good quality. Stay away from this company. Their product is garbage apparently and their customer service is even worse.Business response
04/14/2024
Dear BBB, thanks for the opportunity to reply
It's somewhat unclear as to why the complaint. This customer purchased a swimming pool 5 years ago and had only just recently emailed about rust on the pool wall. As you can see by the attached inquiries below she is asking if there is a warranty or if she can purchase replacement parts. The answer to both questions is yes.
I have spoken with this customer on a few occasions and we discussed her pool damage and how to go about making a warranty claim with the manufacturer. At least twice I'd given her the manufacturer's info and I also gave my professional opinion (37 years) on the root cause of the problem. It's my belief the rust she is experiencing is caused by a leak(s) in the pool liner that have gone unnoticed or un-addressed for years. Even though I explained there can be many non-human causes for pool liner leaks, she rejected my opinion and insists she doesn't have one. So I told her how to assess the extent of the damage and offered to get her a replacement wall at cost if the maker did not warranty it. She has never called or emailed back to acquire a replacement wall so I can only assume she was successful with her warranty claim or has made other plans.
We strive to make every customer happy and I believe we offered solid advice and a reasonable solution to her problem. But sadly if you are not going to address a problem you've known about for 3 years, this may be the outcome.Customer response
04/14/2024
Complaint: 21572610
I am rejecting this response because: I have not received information about warranty options and those supposed responses are not attached for me to view. I only see the messages I sent. If it was offered for the walls and liner to be replaced we would have moved forward with that option.
Sincerely,
*****************************Business response
04/15/2024
I had spoken to this customer last week and instructed her to contact ****** International directly to file a warranty claim. ****** is the manufacturer and guarantor of the pool wall in question. She will need her original invoice in order to confirm date of purchase. ****** may want to see images of her pool wall to determine the cause of the corrosion. It's possible they may ask for additional info prior to make their judgement.
All of the instruction manuals and warranty paperwork for her pool package was included in the shipment and would have been given to her at the time of installation. It's also all available online on our website in PDF form for her to view or download. She can find it by simply searching for her pool model and size then clicking the "DOCUMENTS" tab. I have also provided a link to the ****** website below.
****** International - **********************************
Customer response
05/10/2024
I have emailed the contact for this business 2 more times requesting the contact information (website link or phone number for claims) for the manufacturer and have yet to receive a response. I feel the information is being withheld at this point so that I will hopefully give up the quest for replacement parts. I am extremely disappointed that this simple request cant be honored.Customer response
05/13/2024
I have emailed the contact for this business 2 more times requesting the contact information (website link or phone number for claims) for the manufacturer and have yet to receive a response. I feel the information is being withheld at this point so that I will hopefully give up the quest for replacement parts. I am extremely disappointed that this simple request cant be honored.Business response
05/13/2024
Hello and thanks for the opportunity to respond to this complaint again. I have little new information to add as I thought it was clear in my prior responses that the customer has all of the swimming pool warranty information already. It all came in the original pool boxes, is still viewable on our website and was provided last month in pdf form. I also provided the exact part numbers for everything she had ordered. All she would need to do is go to the pool warranty document, read it, and follow the instructions to file a warranty claim online. I have also mentioned at least 4 additional times by phone that the manufacturer of her pool is ****** International located in **************. I am unaware of any phone number that she would call to file a warranty claim, but she certainly can look up ****** International online and try for herself.
Just so everyone understands, I cannot file a claim on her behalf because the maker will only deal with the consumer directly and her pool was ordered 5 years ago. At some point this customer will have to follow the warranty claim procedure or pick up a telephone if she hopes to resolve the issue before her warranty expires.
Hopefully this response will help clear up any misunderstanding there may be in regards to this continued unfair and unfounded complaint.Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Defective 22' x 36' pool cover - in warranty. I was told a new one is coming a very long time ago. Day after day no one answers in any department. Messages left are not responded to. Winter is coming and I need to have this taken care of now. They have pictures I sent of water leaking through cover.Business response
10/10/2022
Consumer Response /* (2000, 5, 2022/10/06) */ From:************************************ Date: Thu, Sep 29, 2022 at 4:37 PM Subject: Re: Out of Office: Returning October 4, 2022 Re: BBB Complaint Case# ******************************************* To: *************************************** After several calls, my pool cover arrived today - 9/29/22. Thank you.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.