ComplaintsforLinerWorld, LLC

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought what we thought was a brand new liner for our pool in March. We installed on May 21, we are in ********* and needed warmer weather to install. About a week after installation the liner tore around the skimmer. We installed ourselves and noticed the liner seemed smaller than the one we removed which was also from LinerWorld. I contacted customer service on June 1 to see if there was any warranty and anything they would do to replace the liner. They said no, it was our fault. I didn't agree with that but we decided to patch around the skimmer to get through this year and try another company next year. So the pool was filled, our patch was holding but we started losing water again. Drained the pool to check the seams and found several spots where Liner World had patched/glued pin holes in the liner and one of these glue spots must have fallen out. They were patched from behind and are toward the bottom of the liner.I wa sold a defective liner, which I've started all along.

  Business response

  06/19/2023

  HI ******** - I am so sorry you had issues with the liner from us. We do not send out patch liners or used liners - I am not sure how this could have happened to you. I do see that you did open up a chargeback with your bank and have been fully refunded for the liner. Please let ** know if you have any other questions. 

  Customer response

  06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I do actually get the refund from my credit card company. They are waiting for a response from Liner World as well. If anything happens and I do not get my refund I'll be reopening another claim. 

  I've attached some better pictures of these holes in the liner. 

  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 25 2022 $368 Said there is a 25 year manufactured warranty covering manufacturer defects for liners.I bought a pool liner last year when I bought my pool. Then when I went to set up our pool this last week, I took the liner right out of the sealed box. I have 9 spots in the seam of my liner, that are black and melted maybe looking? Clearly not from mold or storage. 1 of them black spots, leaks. I emailed the company. Was told based on prorating, I could BUY another liner for $250. But I feel I should get my liner replaced. Or a credit for something else from their site. We did all the work of leveling our area, clearing trees and finally got to the final step of getting our liner in and filing. And my expensive product I bought from the company, leaks. And they wont back their product. M I went to a local store that same day and purchased a new liner from them, bcz the one I bought from liner world was useless. I shouldnt have to patch a new liner, nor would it be safe to do, and lead to a big liability of filling thousands of gallons of water into a pool that might not hold it. I would love a refund for my faulty product.

  Business response

  06/14/2023

  Hey ***** - I am so sorry you have had such a bad experience with our liner. I would like to personally take another look at your case and I may be able to make an exception to our policies for you. Can you please send all photos of your damaged liner to ********************************** Thank you!

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a liner from this company and after the install by a pool company the manufacturer seam ripped.They sent me another liner and would not help with any of the new install costs. The second liner was installed and again the manufacturer seam split. This flooded my property again. Also, it flooded my neighbors garden. Linerworld agreed that its a manufacturers defect somehow for. 2nd time. Now i have to pay for my neighbors garden, fix my own property and pay a 3rd labor installation. They credited me back the 400$ for there terrible product but left me a lot of bills and damage. They sell a terrible cheaply made product and do not stand by it.

  Business response

  06/06/2023

  We are truly sorry for what you have gone through. I do see we did refund you fully for the liner, as the product warranty the liner comes with does cover the cost of the product when a warranty claim is honored within the first 90 days of ownership. Unfortunately, the warranty does not cover any additional costs, such as: water loss, installation, chemicals, property damage, etc. I would recommended going through homeowners insurance to get any additional costs covered. Please let ** know if you have any further questions or need any further warranty clarification.  

  Customer response

  06/07/2023

   
  Complaint: 20140026
  
  I am rejecting this response because: 3 manufacturer rips and thousands of dollars in labor cost and some property damage are not acceptable. If it happened once than I would not be mad(just bad luck) but 2 liner ls and 3 tears on the manufacturers stitch mean that your product is flawed and I am the one paying for your mistakes. It isnt right!
  
  Sincerely,
  
  **********************

  Business response

  06/08/2023

  I completely understand your frustration, but we cannot honor any costs other than the product itself, which you have been refunded for. I am attaching a copy of the warranty given to you with your item. If you did not agree to these terms, you could have returned your item for 30 days and not put the liner to use. The warranty also states that Diggers ************** **** is not responsible for (and this warranty does not cover) seam issues that were not detected before water was added to the pool liner, but we did end up honoring covering these seam issues for you and have refunded you fully for the product. This warranty information is also posted on our website for review before, during, and after purchase. I have also included screenshots of the warranty information available on our website. Please let me know if you have any further questions or need clarification. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a pool liner 4/23 for my 30 ft round pool. I had installers come today to put in liner and the liner does not fit, it is too small. My installer says its for a 24 ft pool. The box the liner came in says it was 30 ft round pool liner. I did call company and they refuse to accept a return or refund my $ as they say that since the liner is out of the box they will not take it back. They also said that the installers are installing it wrong and that it needs to be installed in a special way. My installer says it is still too small and there were no special instructions to install and no paperwork in box it came in. I looked on website and the iit says the following for installation..How do I install it?Installation is easy! First, drain pool water. Once the pool is dry, simply lay the new liner on top of your old liner and reline. Once the new liner is centered and in place, clip the liner onto the pool frame using the clips along the top edge of the pool all the way around. Then, cut holes where the pump return and skimmer are located and reinstall over the liner. Fill the pool with water and you are ready to swim! Please note: The kit will only work if the old, leaky liner is left installed in your pool to act as the pool walls.It does not state anywhere about special installation instructions. for the 30 ft Pool liner. I would like a refund Royale Abyss Pool Liner $560

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a pool liner from Liner World. The liner has a manufacturing defect. I contacted Liner World, provided many photos and even a video. Liner World continues to ask for more photos. There is a manufacturing defect in the liner where the seams meet. I offered to cut the defective area of the loner out and mail to them and they said they will not accept that. The liner is for an 18'x33'x52" pool. I paid $780 for the liner and it was defective. I just want a refund so I can purchase another liner.

  Business response

  04/25/2023

  This has been resolved in the form of a full refund to the the customers account on 4/24/23. Order number 10037605 Refund amount of $780.00.

  Customer response

  04/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Wrong Pool Liner Sent After receiving my pool liner and the installers came to install removed it from the box to relalized it was beaded and he know off the bat it would not work, he advised my husband of this and I tried to contact H3332313835333*323038H. I called for 8 days unable to contact anyine there anwsering service kept taken messages after leaving * messages with them then contacting the supervisor for the anwsering services ******* she advised me she would sned H3332313835333*323038H a messaage stating urgent, still no call back from the I also sent 3 emails still with no reply. The day the installers where here my husband had to go across ************ to find a basic pool liner inorder from my side caving in and messing of my above ground pool.I finally got hold of Brittany * days later for her to tell me that if the liner was not exactly packed the way it was, no sand grass or any thing on it they would take it back, however I would have to pay for the return. I did not order the 18' by 52" Beaded liner, when my pool is 18' by 54" overlap, she told me I ordered the wrong one, so when I got home I went back in there website from where I ordered from and you can't pull up any previous orders, I find that strange. The has been nothen but run around with this company.I expect a full refund on the pool liner.

  Business response

  02/08/2023

  Hello - I personally spoke to this customer and have emailed a few times. We did not send her an incorrect product. This customer placed the order herself online, and we sent her exactly what she ordered. The customer mistakenly ordered the wrong product. She did try to contact us during a week we were working remotely, so our answering service told her to email us for an immediate response about her issue, and also took a message for her. I personally sent her an email requesting a photo of when she received, so I can determine if she was sent an item other than ordered. We did not receive a response to this email. The customer called the office the following Monday, to which I went over her order details with her and confirmed she did receive the exact item she ordered. She confirmed she needed to return her item, as she ordered the wrong pool liner needed for her pool. Again, she placed the order herself online, meaning she ordered the wrong item needed for her pool. We sent her the exact item she ordered, and did not send her the incorrect item. I then asked this customer if the pool liner that she ordered and received was opened and attempted to be installed in her pool, to see if she qualified for a return. The customer confirmed the liner was attempted to be installed, and her installer realized it was the wrong pool liner when we was trying to install it. I told this customer that we cannot accept a pool liner back as a return once the liner is completely unrolled out of it's factory folding and attempted to be installed, as it is now in used condition, and no longer able to be resold. I mentioned that our return policy is posted on our website to view before ordering, and also comes in the box with her pool liner. The customer then backtracked, and claimed the liner was not laid in the pool and was not attempted to be installed. I then gave the customer permission to return the liner, as long as it is clean and can be put back in the original packaging. The customer then asked if she had to pay return shipping, and I did let her know that our return policy states the customer is responsible for return shipping charges. The customer then hung up on me. I followed up with the customer via email, and attached a copy of our return instructions and policies. We are allowing this customer to return her item for a refund. Our policy states there is a $20 restocking fee for all returned pool liners, but we can waive that fee for her as a courtesy. The customer will need to return the pool liner in order to receive this refund. Thank you!

  Customer response

  02/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an inground pool winter mesh safety cover for my pool. After the item arrived, I attached the springs to the straps, adjusted them and then had friends help me install it. As we were installing it we noticed there were only eight side straps whereas my pool is set up for nine side straps. What this does is then not allow the side straps to line up with the in-cement anchors. After reconfirming with the picture from their website that their liner showed nine sides traps, I contacted the company.The first thing ******* stated in her email after her Hello! was Our diagram does not show 9 straps on the side, it is 8 straps.. I was then told I would have to pay return shipping for the item. Taking this as a snarky response, I sent her a picture from their website clearly showing nine side straps and for her to explore her incompetence in counting. She then stated that I was making her feel uncomfortable for insulting her and that she was trying to help me out. I still havent figured out what help she was offering other than me paying to ship an item back to them due to their websites incorrect depiction of the cover. ******* then sent me an attachment showing this cover with eight straps. This file is not anywhere on their site, Nor does the description mention the number of straps.After a few other snarky responses and me stating that Im glad I found out About their company now before I ordered a new liner from them next year, she had the audacity to send me an email with nothing in it but a smiley face.This is the kind of unhelpful and disrespectful way this company seems to treat its customers. I shouldve checked the BBB website before placing the order, that ones on me!With this cold fall weather already upon us, we had no choice but to install the cover before the leaves start dropping. The reason we installed it is because we were already in the process when we realized there were only eight side straps. Now what?

  Business response

  10/04/2022

  Hi ******* - I'm sorry you had this issue with your cover. The reason the photo on our site does not show the amount of straps for your ordered size, is the product listing is a variation listing - meaning we sell multiple sizes and colors of the product in the same listing. The photo shown is an example of one of the sizes we sell. We sent you a schematic of the exact size you ordered to show you the dimensions and number of straps for clarification. I'm sorry this variation listing was confusing at the time of your purchase. If you would like to return this cover, I can absolutely approve this return and can issue you a return label to return it free of charge. Please email ******************************** with attention to ******** and I can send you prepaid return label. Thank you!

  Customer response

  10/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please make a note in the item description as to how many anchor straps are included with each cover. We could have saved ourselves a lot of trouble if your description included something as simple as the number of straps attached.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 6, 2022 I placed an order for a pool liner on Amazon. The cost of the pool liner was $482.25. The Amazon order number is 113-2534159-1109013. The liner that we need is an oval shaped 12 x 24 foot liner. The liner that we received is round shaped so it does not fit our pool. We believed that we were purchasing the oval shaped liner based on (1) the product description as it is written, (2) the description of the item on our invoice, and (3) the product description written on the packaging of the liner.Because the product description, and even the packaging that the liner arrived in, indicates that the liner is "oval", we opened the liner and attempted to install it in our pool on or about August 30, 2022. After several hours of trying, we realized that the liner is "round" and would not work for our pool. Over the next few days, I sent requests through Amazon, made a phone call to Liner World and finally was able to make contact through direct email with Liner World. Liner World contends that we ordered the wrong product and because we tried to install it, they will not accept a return or process a refund. We maintain that the product description states "oval", the invoice send states "oval" and the product packaging states "OV"--all of which led us to believe we were ordering an oval shaped liner. We opened the packaging and attempted to install it because there was nothing that would have led us to believe that we ordered the wrong product. Liner World has offered no explanation as to why the word "oval" is in the product description for a "round" liner and after much back and forth has stated that they will not accept a return for this item or process a refund.

  Business response

  09/13/2022

  I am so sorry to hear you are having such issues with your liner. "OV" on the box/sku means "OVERLAP", not Oval. That is the install type and has nothing to do with size. Although we believe you received the correct item as ordered and this is an installation error, we will gladly accept the return of your pool liner. Please email ******************************** with attention ******** with your order number and brief description of this issue, and I will personally accept and approve this return for a full refund. Thank you! 

  Customer response

  09/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a 27' Round Glimmerglass beaded pool liner in January 23, 2022. I had it professionally installed by a reputable professional ************* Out of the box I noticed the mismatch in the color of the liner sections. Very low quality at first look for a over $650 liner.. The more important problem that I cannot accept is I have had 2 areas where the bonded seam in the liner has separated at the bottom of the pool, and I had to have it professionally repaired twice. Now I have a new liner with 2 patched areas and a wide stripe where the sections of liners bonded together do not match, and it's not even been through 1 season. I explained my issue but had no . I purchased this liner because of the 15 year warranty. Linerworld wants me to pay over $400 for a new liner. They said it is a pro-rated warranty. It stated it was a 15 year warranty for manufacturer defects. Can't figure out how they come up with this? They have not stood behind their product like they say they do!

  Business response

  08/12/2022

  I am so sorry to hear about the issues you are having with your liner. What is your order number? I will look into this for you. 

  Customer response

  08/16/2022

   
  Complaint: 17640525
  
  I am rejecting this response because: My order number was 
  271321827460-2506989884017
  Sincerely,
  
  ***********************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 30x15 pool. I ordered a liner from linerworld on 6/16/22 and it was delivered on 6/19/22. I had the liner installed on 6/24/22. The pool was filled with water by the evening of 6/25/22. On the morning of 6/26/22 at 9 am I noticed a leak coming from the pool. My husband inspected it and noticed there was a hole in the liner. I called the installer but he could not make it right away. At around 3:15 pm water started gushing out of the pool rapidly. Over ****** gallons of water gone in a matter of seconds in my and my neighbors yard. My pool was also damaged do to the pressure of the water. I got an independent pool specialist to come and look at the pool. He stated that the liner was 100% defective. I paid $580 for the liner, $700 for installation. I also pay quarterly for water will be charged $500 to $700 for the wasted water. I reached out to linerworld requesting a refund for the liner as well as reimbursement for the installation and water. The liner they sold me was defective and I feel they are responsible. Linerworld agreed to reimburse me for the liner only. That will not suffice. I don't have money to waste. I will have to buy a new liner elsewhere, pay for installation again, will be billed for water again and have to repair the damage to my pool.

  Business response

  07/02/2022

  Hello - I am so sorry this happened to your liner and sorry you had to go through this. The product warranty that comes with your liner states it does not cover installation costs, or any additional costs besides the liner itself. This is stated on our website, and a copy is given to you with your product. We have fully refunded you for the liner, but we are not responsible for any other costs relating to the issue. That is something you would go through home owners insurance, or other insurance party for. Thank you for understanding. 

  Customer response

  07/07/2022

   
  Complaint: 17494981
  
  I am rejecting this response because:
  
  Regardless of what Linerworld has listed about not being responsible for installation fees and water they should be held accountable for selling defective products. From the reviews this is happening to far too many customers. What about the customers who dont have home owners insurance? They should take responsibility and beheld accountable for all fees because of their defective products. Then maybe they will sell more quality products.
  Sincerely,
  
  ***********************

  Business response

  07/14/2022

  Hello again - We do not 'sell defective products' in the way you are suggesting. Defects happen in every product ever made, including pool liners. (just like a shirt you buy *** come with a hole in the seam or a loose thread) Which is why your item comes with the product warranty. We have a normal defect rate for our liners based on the amount we sell. Defects are not common. Again, just like any other product warranty, it only covers the product itself. We have already issued your account a refund for the amount you paid for your product. There is nothing else for us to do in this situation. Thank you for understanding. 

  Customer response

  07/20/2022

   
  Complaint: 17494981
  
  I am rejecting this response because:

  Yes you do sell defective products. Have you read your reviews lately. You are costing hard working home owners too much money. Because of this incident my autistic daughter who loves to swim is without a pool because i cannot afford another installation and water fee. Im not letting up. Looking for other customers to start a class action suit if Im not reimbursed for my money I wasted on installation and water due to your defective liner.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩