ComplaintsforPool Worx LLC

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Mr. ****** was contacted in January to install a new pool liner in our in-ground pool which he did but did not install it correctly as leaks began soon. The first issue found by a leak detection company he sent out found light was not sealed properly. He promptly came out and fixed that issue. The leak continued and ******** **** ********* found another leak (cost me $505 out of my pocket) where the liner was torn at the steps. He claims the leak was created by someone stepping near the steps which firstly no one had been in the pool since it was continuingly leaking and it was not warm enough to swim in yet. I have had it verified by both the serviceman from ******** **** ********* and another independent liner installer that the installation was incorrect. The liner is crooked with many wrinkles in it. The rip occurred from the incorrect installation and once it was filled with water the weight of the water pulled it out of the lock and created a tear. After *** came out and found the issue he attempted to "repair" the brand new liner and told me he would get with the liner manufacturer to see what they could do. He lastly told me if I would pay him $600 he would get me another new liner and install it. Last I spoke with him he was waiting on the manufacturer. After filling the pool now 3 times and treating with chemicals twice, which neither are cheap, he no longer will return my texts. After this has happened to me, I have been informed of many he has done this to also. I paid for a new liner that does not leak or has been repaired due to incorrect installation. Image 2281 is before the "fix", 2282 is during the "fix" and 2283 is after the "fix" as you can see there are still wrinkles in the liner.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2022/07/05) */ Contact Name and Title: ***** ****** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@gmail.com I did install the liner for ******* correctly. We went above and beyond to come to her house to find any leak there may have been. We removed every gasket and replaced it with new ones. It did appear she had a leak, but we could not find it. We informed her to call **** Detect ********** to find the leak. They informed her it was around the steps. We returned to repair the leak and was unsuccessful for where the leak was at the steps. The way a liner lies in the bottom of the pool next to the bottom of the steps is, there is a void called coving directly at the edge of the steps all the way across them which allows the liner to move back and forth based on heat and cold. There is no liner that is at a perfect 90 degrees from the floor to the steps or walls of the pool. Someone had stepped on the liner from the steps directly down from the steps. This resulted in the liner tearing from the step strips causing the leak. There is no way when the steps were cut in the liner could have torn the way it was. Even so she insisted it was our fault someone stepped on it and tore the liner. We have ordered the liner already to replace it even though it is not our fault the liner was torn. This is the busy season in the pool business and liner companies are busy as well as understaffed and is taking time to manufacture her liner. When the liner comes in, it will be delivered to her for a fee which will be charged to her. She is upset because people will not stop doing what they are doing to take care of her problem. She was told it will take time for it to be delivered to me and she does not want to accept it. This is not my fault as well. This complaint means nothing because we have done everything in our power to satisfy this issue. It is in the hands of the manufacturer and shipping companies. Consumer Response /* (2000, 7, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response with the following condition I would like a confirmation that the liner has been ordered and an estimated date of arrival. There should be no need to have the liner shipped from Rayville and charged to me. I understand these things take time but I had no communication or updates in almost a month which is why I submitted my complaint. Once I have confirmation that the liner has been ordered and eta on arrival I will be satisfied for the time being.

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