ComplaintsforLinerWorld, LLC

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a liner from liner world in December **************************************************** July *************************************************************** the main seem for weeks I try to get liner world to send me a new liner they finally did it cost me $1300 to have that installed and then I had to take it out the professional pool company reinstall the new liner they sent me and in less than three years the liner has literally disintegrated it cost another $1300 to have it installed so now I have $2600 plus the cost of the liner and no pool I do not want another liner from this company because they are defective they are made from recycled vinyl I found out that doughboy in ******** is the only company that uses virgin new vinyl I sent them pictures and they said that it was not defective the pool installers that have been installing pools for over 40 years said it was definitely defective and they should refund the money Linerworld reviewed the pictures and said the liner was not defective which is not true I simply want a cash refund to spend over $3000 and have no pool because of a defective liner. I have always kept the chemicals at the proper levels the liner on the bottom is absolutely paper thin you simply walk on it and it literally disintegrates tears rips

  Business response

  07/02/2022

  Hello - I'm sorry to hear about your experience. We do use only virgin vinyl for our liners. Doughboy is not the only company that uses virgin vinyl. I would love to take a second look at your claim. Please email ******************************** with all photos, order information, and contact information with attention to ********* Thank you!

  Customer response

  07/06/2022

   
  Complaint: 17488643
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I purchased this liner in December ************************** June 2020 during installation the seam tore I called your company and after weeks of trying to get a new liner they finally sent me another one in the meantime I had to pay for install for the first liner that ripped I had the second liner installed by a professional company that has been doing this for over 40 years this liner has lasted less than three years the bottom of the liner has dozens and dozens of holes it is absolutely paper thin I have sent pictures to verify that the chemicals have always been a proper levels it is definitely a defective liner Ive already put out over $3000 for install and the cost of the liner I do not want another liner it has dozens and dozens of holes it is absolutely  defective it is paper thin I have sent pictures to verify that the chemicals have always been at proper levels I would like a full refund for the cost of the liner the company Giant pools came out and looked at this liner and said it was definitely defective if you were unwilling to provide me with a full cash refund my only other recourse is to file a small claims action and I will ask for the full amount including install fees of $3000

  Business response

  07/08/2022

  While we completely understand your frustration, according to the terms of the Warranty, you do not qualify for a refund for your purchase. We are willing to work with you on a severely discounted replacement, but the Warranty that comes with your product is pro-rated from your purchase date and a refund is only granted to approved warranty claims that occur during your first season of ownership. You have owned this liner over 2 years, meaning you are well past your first season of ownership (90 days) If you would like to get an offer for a severely discounted replacement, please let us know.

  Customer response

  07/11/2022

   
  Complaint: 17488643
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************. I understand your warranty procedures and Ive given it some more thought to have a liner only last two seasons after I have paid almost $3000 for installation I just dont think its fair I really believe at this point that you should just send me another liner at no cost because its gonna cost me $2000 to have another liner installed and who is the say this liner will only last a couple of seasons the liner ***** to the one that you originally sent me lasted ********************************************************************************************************************************************** business for over 50 years  and again I understand your warranty for two seasons how would you feel sincerely yours ***************************

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased and installed liner September last year. Two days after filling pool found standing water on the side of the pool. Found a hole the size of a pea on the seam on the bottom. Company gave me two options. New liner or refund. Since they did not offer to pay to reinstall and fill the pool ($1200) I had no choice but to take refund. Hoped since the liner has a 25 year warranty that this was just a fluke. Opened pool in May. I now have found 3 additional holes in the seam the size of quarters and it is now coming apart at the seam in the top too. No way this liner is gonna last 25 years. I cant afford to install and refill a pool again. Plus the cost of having to fill the pool every time a new hole appears. These liners are absolutely pieces of garbage.

  Business response

  06/25/2022

  I am so sorry to hear about your liner. Please email ******************************** and please provide all order details, photos of the damage, and please make attention to ********* I will take a Personal look at the situation and assist. Thank you!

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pool liner, 16 x 32 overlap Liner on March 2,2022 and it was delivered on March 7,2022. We had to wait until the weather was warm enough to install the liner. When we did so, the liner was too short when we tried to install the liner. The liner came with a 25 year warranty so I assumed they were reputable. Upon finding out the liner was too short and did not overlap, we paid $750 for a pool liner they would not take back or refund us. We were with the 90 days of purchase. She emailed me back and told me there was nothing they would do for us. She also suggested we re-sell it on a selling site. We did have to purchase another liner from a local pool company since the process of getting a refund was not something LinerWorld.com would not stand behind their product let alone refund for a product that had a defect. All I was asking for was a refund and them to take back a liner that was defect. I sent pictures, and took video to show it did not fit and she was not will to help us in any way. I responded that I was disappointed with their customer services and their liner. I also stated that I would be reporting them to the BBB.

  Business response

  06/11/2022

  Hello! I am so sorry you had a bad experience with your liner. I can allow you to return this liner for a full refund or a replacement. Please email ******************************** with all order details and confirm which you would prefer, with attention to ********* Thank you so much. 

  Customer response

  06/30/2022

   
  Complaint: 17327178
  
  I am rejecting this response because:
  

  I was away on vacation during the 7 day response time. I was out of the country I. the ****************** and did not have good WIFI signal to receive such messages. I am attaching the email in which I did reach out when I did receive the email and Im also attaching the invoice they sent me for the order number and the liner. If theres any further information that you need please let me know.

  Sincerely,

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

  Business response

  07/02/2022

  Customer has been refunded for purchase. 

  Customer response

  07/07/2022

   
  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

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a liner from LinerWorld. .com. It was order April 26th. We received it April 29th, and on the 30th we put the liner. Then we found all these holes in the liner. It was horrible. I contacted Liner world immediately. I spoke to *****, she was not helpful at all. She stated she had only been there a month, and is learning quickly what this company is about. She said they were not going to refund me. We called as soon as we found the problem. this liner cost me $540.00. this liner was VERY THIN and had holes!!! The customer service , that I experienced in order to buy from them, was amazing. Once I called back they wanted nothing to do with the problem. This was literally days apart. They even said we had 30days to return it, guest what ? Not if the package is opened!! They do not stand by their product. I wished I would have checked them out on the ** site because this is a common thing! I am so heartbroken by this!!! Liners are not cheap, and some of us are saving up for this!!! Please help me!! This company is horrible!!!!

  Business response

  05/06/2022

  Hi ************ are so sorry you had an issue with your liner during installation. I have reviewed your submitted photos, and though the damage to your liner is considered an installation error and is not typically covered under our warranty that only covers manufacturer defects, we have decided to issue you a courtesy refund or replacement for your purchase. We hope this decision will help you with your situation and get you swimming this year. Please let us know what you decide. Thank you! - Solutions Team

  Customer response

  05/09/2022

   
  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 issue full refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool liner in 5/2020 I spent a total of $965 and an additional $500 to have my pool liner professionally installed. I enjoyed my pool liner for one season and as of this morning I noticed my liner had tore and pulled away from the very top wall edge. We have done everything expected to protect or new pool liner including a $230 pad for underneath as well as multiple expensive chemicals recommended by my pool company to protect fading of the liner since the liner I purchased had a 25 year warranty I contacted LinerWorld. They asked me to send them photos. After exactly 20 min I was sent an email stating this does not look like a manufacturer defect and my liner is not covered under warranty I was told over the phone by the manager that they appear to be punctures. These tears are at the top of the wall edge were it overlaps to the outside wall these are not punctures. There are pool liner shortages and they are not wanting to honor my warranty. How can they determine in 20 min that this is not a manufacturer defect. I am a seamstress and use several different kinds of marine vinyl in my sewing I have seen many defects where the vinyl thickness is not consistent especially on the outer edges. I was brushed off quickly and told there is nothing they can do this is there decision to make. They never asked for the product to be sent in for inspection only a photo. The photo clearly shows the water line and how the tear is positioned directly under the top rail of the pool. The same liner they have in stock is now 135% increase in price. I purchased it 22 months ago for $690 they now have it for $1,600 and claim there is a shortage of pool liners, but the manager said they manufacture the liners themselves. I have a detailed description of the warranty and my issue is clearly a manufacturer defect, just because its not at the seam does not mean there isnt an inconsistency in the thickness of the vinyl especially in a stressed location as the top fold.

  Business response

  04/20/2022

  Thank you for reaching out about your issue. We are here to help. Can you please send the photos of your liner damage to ********************************** and CC ********************************* along with your order number, order name, and contact info. Thank you!

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purchased pool cover cover that was to have a 15 year warranty called something like a heavy man cover was/is very poor quality. The cover did not even last a full 12 months with out becoming brittle and sun faded. So brittle that one could stick a finger through the cover. Black bottom side began peeling off. Lady questioned which side we had installed down, I stated black. She implied that black side up could lead to deteriorate. First was told that their warranty did not cover wind/weather damage when I stated the cover was brittle from sun UV damage, then it was well there is only a 90 day warranty. They stated we will prorate one to me because they just wanted to do something. They need to do something, 100% replace the poor quality poorly made cover with refund or a cover that will withstand sun UV.How does one use a pool cover that is not in the winter sun light when it is daytime?The cover is junk and they should not be allowed to rip people off.

  Business response

  10/08/2021

  I am so sorry you are having a negative experience with you pool cover. Can I please have the original order number used for the original cover purchase? I will look into this for you. Thank you!

*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. ↩