ComplaintsforPolynesian Pool & Spa

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Polynesian Pool to put a pool in spring of 2019. Just this last month we finally got a pool without wrinkles or leaking, however they had another company charge us again to fill the pool. I have now paid twice to fill the pool. They also put the wrong diving board in with the wrong base and the wrong bolts per the directions they left us. I have verified with two other professionals that I have the wrong base with the wrong board and bolts making the diving board dangerous.

  Business response

  09/15/2022

  Polynesian installed an inground pool for ************ in 2019. 

  
  After installation was complete, Mr. ***** reported his new pool was leaking water.  Polynesian came back out and tried unsuccessfully to find a source or a cause.  Polynesian then sent out an external company called American Leak Detectors.  They specialize in identifying the source of leaks.  They were also unable to find a leak.       

  
  It is possible, but highly rare, that a liner could have a leak ALD cant find.  Causes of liner leaks could include manufacturer defect, damage during installation, damage from routine pool use,damage from improper chemical use or damage from routine cleaning.   Liners are designed to tolerate installation and years of reasonable daily use.  That said, even a small pin ***** hole invisible to the human eye can cause a noticeable leak and pool owners from time to time,do have to replace liners.    

  
  Without an obvious leak or identifiable cause, there wasnt another reasonable decision but to replace the entire liner and see if that fixed the problem.  Polynesian did that at our expense.  We strive for perfection and rarely have an install issue, but from time to time one of our installers will make an honest mistake.  On this second install, a foot long wrinkle left on the side wall of the liner in a difficult place it could not be easily smoothed out or corrected.  It didnt affect the use of the pool but was a slightly less than perfect install.  This bothered ************ and as it could not be otherwise corrected, Polynesian put in a third liner in 2022.  As far as we know, ************ is happy with this third liner install. 

  
  The specific diving board on Mr. ***** pool does not use a different base for 6 vs 8 foot boards.  The only difference between this brand of 6 and an 8 boards is the length of the board and length of the spring assembly.  This base is sold as a kit and comes with both length boards. It includes the hardware and the bolts. In previous years, the bolts that came with these bases were made out of galvanized steel.  In 2019, these galvanized steel bolts were only option available, and they went into every new pool as standard practice.  Galvanized steel rusts.  Noting this problem, the manufacturer has now switched to stainless steel.  Current 2022 and forward pools receive the stainless-steel bolts that come with these new kits.  Older pools will have some surface rust on the bolts which is superficial and does not make a board dangerous.  Even current pools that use the SS will show some rust over time on the bolts/hardware. 
  

  The photo ************ sent stating that a 6 diving board can only be installed on a 6 base is for a different style of diving board altogether. These install directions are for a La Mesa board.  ************ has a springboard style board and a cantilever jump stand.  The La Mesa boards use a different base and that style base needs to match the length of the board used.  This is not the case for the spring assemblies.  The Inter-fab (now SR ****** springboard style board ************ has uses the same base for 6 or 8 foot boards.  We understand the confusion but stand by the board/base combo as installed. 

  
  If ************ would like, we are willing to come out at our expense to replace the rusted parts on the base of the board that can be upgraded. The old galvanized steel washer, the lock washer, and the nuts could be upgraded to stainless steel.  We cannot change out the bolts.  The bolts used were the proper ones for his base at the time.  To replace the bolts, the concrete would need to be cut out and redone.  Polynesian can also replace the spring assembly in his board if ************ would like. The superficial rust visible on the bolts could be cleaned up also when we are onsite to replace the other hardware.  Even with these upgrades, stainless steel will also eventually show some superficial rust especially when exposed daily to chlorine and salt.

  
  To hopefully ease the annoyance of having to have a third liner installed, ************ was also given free pool opens and closes since installation and free labor on a heater warranty issue.  He is correct that his pool should have been filled at no cost to him post liner change and we will reimburse him for whatever additional water he needed to refill his pool.  That check will be in todays mail (#***** 9/15/2022). 

  
  Polynesians head of inground pool installation emailed ************ today to propose the above hardware upgrade to stainless, let him know to expect a check, and to explain the diving board confusion.       

  
  Please let us know if you need anything else from Polynesian.    

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