ComplaintsforPinch-A-Penny

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Pinch a Penny installed my pool liner in April 2021 and provided me with a 2 year warranty. The owners continue to refer me to their employee, Robert. I've dealt with Robert in the past about our pool issues and he has come back to our property at least twice since installation to tuck back in the liner. It immediately started sagging approximately 4 months after this company installed the new liner. The part that tucks in is not very lengthy so I can see why it's not staying in place. Not sure if that is a manufacturing defect or if they are all very short. However, there is also a manufacturing extended warranty as the product as well. My conversation with Robert to rectify the issues did not go well. He was very defensive when he returned my call and said, "I cannot keep coming back to your house to fix your liner. If you want it to stay in place then you need to pay $250.00 and purchase linerlock." I told him if that was something that needed to be installed then that should have been discussed with me upon receiving my quote and invoice back in April 2021. Robert said he was 6 months out in service calls so it will take some time before he could get to me. I mentioned the liner warranty and he said that you all do not cover the coping. My response was as a homeowner I'm not sure what coping is but yet again should have also been discussed prior to removing my liner or installing a new one. Robert continued to raise his tone with me and talk over me. Robert was being very unprofessional and rude while representing this company. I've had casual conversations with others in the community have used this business in the past. They have also dealt with Robert and are not satisfied with his results. All I would like is for this company to correct my liner from sagging in 6 places and would like it to stay in place for at least 2 years.

  Business response

  09/02/2022

  ***Document Attached***
  To whom it may concern,
  
  Wayne and Carla ***** of *** ****** ***** ***** requested the replacement of their pool liner in February of 2021. We installed the liner in April of 2021. Mrs. ***** signed a contract on 2/3/21 that had terms and conditions listed. A copy of this contract is listed with this letter. Upon completion of the liner, there was a leak detection performed that fixed the leaking issue that the couple was experiencing, not directly related to the installation of the liner. The current issue they are seeing is that their liner is not staying in place, which points to an issue with needing liner lock which holds the liner in place under the coping. Mrs. ***** was under the impression that this was part of the warranty and that is untrue. A copy of the warranty is attached to this response. The coping bead wears out over time, and liner lock is used once that bead has stopped holding. She first contacted us on 06/11/22, regarding the sagging liner. We reached back out to her regarding this, that this is something that she would need to purchase and is not part of the manufacturer warranty and she would need to pay for the placement of the liner lock for $250.00. Mrs. ***** is stating that she wants us to correct the sagging portion and the remedy to that is to purchase liner lock and have our company install liner lock for $250.00. Any pool company can install liner lock. It is not limited to our company.
  
  Thank you,
  Kayla ********
  Owner, Pinch A Penny #79
  
  See Attachment/File: ***** files.pdf

  Customer response

  09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The manufacturer warranty document that was attached was never given to me when my liner was installed nor was I given a serial number associated with my liner. Also, I was never given direction that it should be registered with the manufacturer within 10 days of installation.
  
  The coping on the pool is the concrete part with the white rim base and that is not damaged. The liner will not stay in the liner track. The warranty states no repairs will be made for the coping. I'm not asking for my coping to be repaired. The liner has already been set back in the track twice by this company. There was an issue with it being installed correctly. If the company felt as if I needed liner lock then this should have been discussed at the time of installation. If they believe liner lock will correct my issue, then I would like added free of charge. My time and energy spent trying to rectify this situation is beyond frustrating and would would like for them to make this right without the additional charge.

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