ComplaintsforSuperior Pool Products

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Been working with ****** Pools for a new liner as are 3 year old liner ripped. Was told by ****** that we had to go through our dealer (***********************, Premier Pools) for the warranty. ****** then had SCP contact ***** directly to confirm the new measurements on the liner. ***** confirmed the measurements to SCP for ****** to make the replacement liner. *** then went ahead and ordered the liner to be made by ******. However, SCP indicated that this is new liner when in fact it was supposed to be a warranty product. SCP then shipped out the liner and billed Premier Pools $2400 for a liner that he did not order as it was a warranty liner for the Marshalls. In the meantime, ****** had offered the Marshalls a replacement liner at a discount for $800. However, Premier Pools already had a liner but were billed and $2400 was directly taken out of their account when the replacement liner should be $800. Also, Premier Pools were only verifying the measurements for the replacement liner and now they are stuck with our liner and trying to bill us for it. However, they should never have been billed as we were dealing with ****** directly and they involved SCP to contact Premier Pools for the measurements but SCP and ****** were not communicating and Premier got $2400 withdrawn from their account without their consent for a liner they never ordered or initiated. We were willing to purchase the liner for $800 from ****** but Premier Pools already has a liner so if we bought the one for $800 there would be two liners. SCP should only charge Premier the $800 so we can just buy the already made liner from Premier Pools as right now they are being mistreated, mislead and billed for a liner they should have never been billed for. See BBB #******** for further information regarding the Marshalls and ******.

  Business response

  09/30/2022

  Dear **************:
  
  SCP Distributors LLC (SCP and incorrectly identified as Superior Pool Products) sincerely appreciates both the service that the Better Business Bureau performs, as well as the opportunity to respond to *********************** complaint. SCP is a distributor of swimming pool products, not a manufacturer, and SCP sells wholesale to the trade. As such, SCP issues no warranties for the products it sells. Rather, SCP purchases the products it sells from manufacturers and simply passes along the manufacturers warranties on those products  to SCPs customers (who are pool builders and pool service companies). SCPs agreements with its customers, such as Premier Pools,specifically address what will occur in the event that SCP receives a credit from a manufacturer in connection with a product SCP sells to its customer and which the manufacturer deems defective under a manufacturer warranty claim.Those agreements provide, in pertinent part, that whatever credit SCP receives back from the manufacturer under a warranty claim will be credited by SCP to SCPs customer.
  
  With respect to warranty related claims, as a general matter SCPs customers notify SCP of an alleged defect and SCP then assists that customer in its warranty claim with the manufacturer. If a replacement product is received by SCP prior to the manufacturer issuing any credit to SCP,then SCP charges its customer the usual price for that product, pending SCPs receipt of a credit from the manufacturer, as is consistent with the terms and provisions of the agreements SCP has with its customers. If or when a credit from the manufacturer is received, then SCP issues a credit to SCPs customers account.
  
  In this case the homeowner, ********************, appears to have contacted the manufacturer, ***************** Products *** (******)directly. Then the homeowner contracted with Premier Pools to order a new liner for the homeowners pool. Premier Pools then contacted SCPs local facility and ordered the liner, and advised SCP personnel that the order was for a replacement liner for a potential defect. SCP personnel explained the above process to Premier Pools, including the provisions of the agreement previously entered into by Premier Pools which provide that upon SCPs receipt of a credit from ******, SCP will issue that credit to Premier Pools account with SCP.When the new liner was received from ****** by SCP, ****** had not issued any credit to SCP; and as such, SCP charged Premier Pools the usual price for the liner,per the provisions of the agreement between Premier Pools and SCP.
  
  ****** contacted SCP on September 23, 2022, advising that ****** will be issuing a credit  to SCP for this liner. As soon as SCP receives that credit from ******, the full amount of that credit will be applied to Premier Pools account with SCP, pursuant to SCPs standard business operations and the agreement between SCP and Premier Pools.
  
  Thank you for the opportunity to respond, and please do not hesitate to contact me with any questions.

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

  Poolcorp

  Customer response

  10/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Thank you for your time and understanding during this extremely long, frustrating and stressful process. We are looking forward to putting this behind us and being able to fully enjoy our pool next summer.
  

  I spoke with Premier Pools who indicated that are anticipating receiving a credit amount to their account and will than have a balance of approximately $1325 for the liner. That is the amount that Premier Pools is now charging me for the liner. However, while ****** did initially offer the liner for $1323.13, their Territory Sales Manager-***********************, offered an additional $500 off the $1323.13 on July 12, 2022 via email. I then requested an updated invoice, however ***** advised that they cannot provide an updated invoice until the offer is accepted.  However, at this time, Premier Pools had been charged and billed $2400 for the liner. In addition, we needed the specs of the liner to be confirmed before manufacturing, however Premier Pools refused to provide ****** with the updated specs as they already had a liner and were subsequently billed for the liner. At that time, Premier Pools was trying to bill us for the liner they have for $2400, however we have accepted the offer from ****** for the $1323.13-$500 ($823.13) but could not get the specs confirmed.  Therefore we were at a standstill in the entire process and were placed in a very uncomfortable and unwarranted position with Premier Pools, and still are.  At this time, for all sides to be in agreement, we are requesting that Premier Pools be crediting the additional $500, which was offered to us, and in turn, we would then owe Premier Pools the $823.13 for the liner currently in their possession. I have informed Premier Pools that once the credit has been applied to their account, I will then purchase the liner currently in their possession. However, we also need to still confirm that the specs of the liner sent to Premier Pools is correct as the drawings we received from ****** during this process had our stairs on the wrong and opposite side. Also, we need to confirm that the new specs of the risers of the stairs is correct as well, seeing that this is where the liner was stretched and stressed originally which created the tear. We are worried that the liner already produced was not made to the correct steps and do not want to purchase a liner until the specs are confirmed. Premier Pools had indicated that the liner in their possession is currently in storage and that the picture on the box appears to be correct. However, the specs need to be verified and confirmed prior to purchase as this liner is unable to be installed until some time next year. The only specs in question are the position of the stairs and the measurements for the risers. Thank you for your time and consideration. Please do not hesitate to contact me further if anything else is needed. -**************************;
  

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
   

  
  

  Business response

  10/07/2022

  Dear **************:
  
  Once again, *** Distributors LLC (***) would like to thank you and the Better Business Bureau for the valuable service you perform, as well as the opportunity to further respond to ********************. *** would again like to clarify for ******************** that *** is merely a wholesale distributor of products. *** does not manufacturer pool liners, neither does *** warrant the pool liners it sells; and, *** does not measure pools for pool liner installations or accuracy. Further, *** does not design or install pool liners or perform any type of pool service or repair work. ***s customers, which are independent and separate companies and are not agents or employees of ***, are the entities that install pool liners and take the measurements for the pool liners. ******************** purportedly contracted with Premier Pools (an independent customer of ***) to replace the liner in Mr.********* ***** and the liner Premier Pools ordered from *** was a liner manufactured by ***************** Products, **** (******), which is likewise an independent and separate company from ***.
  
  ***s customers, are solely responsible for taking the proper measurements for the manufacturing of liners.Those *** customers then give those measurements to *** along with the customers order for the liner. *** forwards all of that information that it receives from the *** customer to the manufacturer, ******. ****** then manufacturers the liner according to the measurements provided by ***s customers; and ****** and ***s customer will coordinate if there are any questions or discrepancies.*** has no involvement in the process, other than passing along the information from ***s customer to ******, and then receiving and selling to the *** customer the liner manufacturer by ****** for the *** customer. If ******************** believes there is an issue with the measurement or fit of the liner ordered by Premier Pools from ***, then that is a matter ******************** needs to take up with either Premier Pools and/or ******; there is nothing *** can do regarding that issue.
  
  Additionally, since ***s last correspondence regarding this matter, *** has received a Credit from ****** for this liner. *** immediately issued a Credit to Premier Poolsaccount with *** for the exact amount of the Credit *** received from ******,pursuant to ***s agreement with Premier Pools and ***s customary business practices.  *** has no control over the amount of the Credit ****** issues to ***, nor does *** have any control over the amount of Credit Premier Pools issues to ********************. Additionally, *** has no control over the ************* Pools charges its customers, like ********************, for the liners Premier Pools purchases from ***.
  
  If ******************** believes he is not being charged the accurate price for his liner, or is not receiving the proper Credit refund from Premier Pools, then those are matters ******************** needs to address with Premier Pools.  Likewise, if  ******************** believes ****** promised him some amount of additional Credit above and beyond the Credit amount ****** issued to *** (and which *** refunded to Premier Pools)then that is a matter ******************** needs to address with ******.  *** is simply not able to control the actions and decisions of independent, separate companies such as Premier Pools and *************
  
  While *** is truly sorry ******************* appears to be having some issues, there is nothing *** can do for ******************* to remedy his concerns. ******************** is not a customer of ***, has not purchased anything from ***, and has not paid *** any money.  *** has timely performed everything it is able to do under its agreement with Premier Pools and in accordance with the Credit amount it was issued by *************Unfortunately, there is simply nothing else that *** can do regarding this matter.
  
  Thank you again for the opportunity to respond in this matter.

  ***************************, Poolcorp Director

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed StoneScapes Aqua Blue lifetime warranty 4 years ago. The blue turned gray and the pebble stones are coming off like crazy. Contacted the manufacture Poolcorp NPTpool they told me that is my fault for poor chemistry, no warranty. I have all chemical happy faces from Pinch A Penny in the last 4 years. They don't want to honor the warranty.

  Business response

  11/29/2021

  We have attached the report from *** ********* inspection.
  Gary M***** inspected *** ********* pool 11/22/2021 and took water samples. Those water samples proved that his water was indeed extremely corrosive despite Pinch-A-Penny “giving hi smiley faces”. Gary informed *** ******* of the corrosive water chemistry and informed *** ********* builder as well.
  We also informed *** ******* that our warranty does not cover loss of pebble.

  Customer response

  11/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16180300, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is what they say to everybody that have a problem with Stonescapes.
  
  They received hundreds of complaints everyday from customers with the same problem.
  
  They sent the" water expert" out to check the water and the report is always customer fault for corrosive water.
  
  This is a good way to elude the lifetime warranty.
  
  The Stonescapes lifetime warranty is a joke.
  
  I take care of my pool from 20 years, never had a problem like this before with the concrete pool.
  
  They should be responsible to fix my pool.   
  
  Regards,
  
  ******* *******
  
   
  

  Business response

  12/16/2021

  The NPT StoneScapes Limited Lifetime Warranty, available exclusively to approved applicators, states that it shall not cover damage due to lack of proper water chemistry balancing. It also states that monthly reports are required as documentation to initiate a warranty claim and that failure to obtain these reports shall void the warranty (see specific verbiage below). Water testing found that the water chemistry was out of balance and extremely corrosive, which would cause the damage described in the complaint and therefore is not warrantable. Monthly water chemistry testing reports were not provided as documentation as required in the warranty. NPT StoneScapes Warranties follow the guidelines set by the NPC (National Plasterers’ Council).

   

  This limited warranty shall not cover damages to the Finish which have been physically damaged or faded, through lack of proper water chemistry balancing or other chemical abuse, or sanitation applications. The pool water must be tested and documented monthly by a reputable company using a computer system. Monthly printed reports are required as documentation to initiate a warranty claim, and failure to obtain monthly water chemistry records shall void this warranty.

   

  Customer response

  12/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16180300, and have determined that there are no proposed action to resolve my complaint. 

  This company is very bad in customer service and satisfaction.

  They tell the same story to all the customers: "This is your fault for the poor water chemistry".

  My water chemistry was perfect and I can prove that.

  this is a very bad supplier.

  Regards,
  
  ******* *******
  
   
  

*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. ↩