Business ProfileforFiremaster, Inc.

While Firemaster has been great with the installation of our wood-burning stove, they have been dreadful at our pool installation and servicing. I called in March to be put on the list for pool opening. We had a leak and wanted to make sure if it was in the seam of the liner, it was covered under warranty. When they first installed it last year, there was a leak coming out from under the pool in the same place that we called about, but they waved it off. In early April, two men came out and said the leak was in the seam, which is covered under warranty. The store then claimed their people didn't say that, while we had several people here that heard the statement. A tube in our UV filter also got broken during the process, but they claimed we somehow broke it and not them, though it was intact when we set it down on the pool deck for them to inspect. They didn't open the pool at that time but told us to drain it to 2.5 feet so they could get in it with waders and look for the leak. Firemaster gave us several stories after this. First, they told us to fill the pool back up again, tape, and wait for the water to drain, which we had already done once but they insisted we do this again, which took weeks. Then they sent another person out who again said it looked like a leak in the seam but did nothing about it. They still didn't open the pool or try to find the leak. Now 2 months later, I called back and I was told that I would have to get in the 70-degree pool and find the leak myself, and then they would come to patch it. When I mentioned that they still hadn't opened the pool and it was going green, the same person I'd been speaking to all along at the store was surprised I wanted them to open the pool and said she didn't know how long it would take to get people out to find the leak, patch it, and open it so it could take a while. Disappointed in the different answers we've been getting and the inability to help us fix this new pool after 2 months of asking.