Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased pool from Pool Factory in March of 2022. Tried to put up myself but had issue with the liner so I took down before it failed. In May of 2022 I hired a professional above ground pool installer with over 20 years of experience to set up the pool . He and his team had issues with the liner not fitting and pulling in opposite corners of the oval. The end of the oval of the 21 x 43 pool had no support and the buttresses were hollow providing no stability. As the pool was filled with water the walls could not support the weight and pulled on the metal wall. At just 2 feet of water the pool liner pulled the wall down on the end of the oval where there was no support and the liner pushed under the metal wall causing it to collapse. Everyone that helped me with the liner as we adjusted it about 10 times said that the liner was defective. It DID NOT fit the 21 x 43 oval as it was supposed to. Flooded my yard and my basement.

  

  Business Response

  Date: 06/18/2023

  Based on the images provided by the customer, the base for the swimming pool and the vinyl pool liner was not installed properly. It’s extremely important to make sure that the vinyl pool liner is supported by the proper amount of sand and cove base (where the floor and the pool wall meet). The pool manufacturer provides detailed instructions (See Attached Document - Manufacturer’s Installation Instructions – Assembling the Cove) that must be followed during the installation process. There should be NO AIR SPACE between the vinyl pool liner and the base that the liner is resting on. If these instructions are not followed properly when the pool is filled with water the vinyl liner will have too much stress at the cove base/area (where the floor and pool wall meet) which can cause the vinyl liner to pull wall inward and bend the pool wall. Based on the images attached, the vinyl liner was not supported properly at the cove base/area (where the floor and pool wall meet) causing the liner to pull the wall down while the swimming pool was being filled with water. Water cannot be added to a swimming pool unless the vinyl liner is supported properly (See Attached Document - Manufacturer’s Installation Instructions – Assembling the Cove). We did reach out to the customer and left her a voicemail to contact us for assistance with her current pool installation issue. She can reach us at ************** for assistance and we would gladly issue a special discount on any swimming pool components that she may need to purchase to complete her pool installation.

  Customer Answer

  Date: 06/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The Pool Factory NEVER reached out to me to discuss !!!I waited a week for their call. The pool liner DID not fit!!! That was the issue. The pool WAS installed to ALL instructions BY a professional above ground pool installer. The liner NEVER fit correctly for the liner to fit the wall. The ends of the oval had NO support to hold up the weight of the water!!!! Piece of junk!!!! NOT satisfied by your ignorant response!!! I want my money back!! Not another one of your pieces of junk. You should never sell a 21 x 43 oval pool with no end support other than a thin piece of bottom track and flimsy hollow buttresses that do nothing to support the weight of the water. The bottom had 6 tons of sand with a 10-inch cove. The pictures show it collapsed where the sand was pushed away from the crashing wall of water. This pool kit coast me $9970 and I spend another $6,000 on sand, retaining wall, concrete blocks, salt and other stuff. I am out $17,000 for this pool with nothing to show but a heap of junk. In the process of the wall caving in the metal wall bent and is completely unrepairable. The liner had NO extra give to let out any further. Shame on you for selling a product like this without the correct engineering to have it stand up!!!!
  
  
  Regards,
  
  ***** ***********

  

  Business Response

  Date: 06/22/2023

  Your 21’x43’x54” Saltwater LX Oval Pool is manufactured by one of the largest swimming pool manufacturer’s in North America, ******** **** ********* Please view the attached document (labelled Letter from Pool Manufacturer for 21x43x54 Saltwater LX Oval Pool) provided by the manufacturer (******** **** ********* that states the following: “The Saltwater LX Oval Pool has been sold for many years with the 21’x43’x54” size. The independent engineer firm approved the design and the pool’s frame capacity which meets pool safety. All of the pool components are subject to a strict quality control and there are no recalls or defects on any of the 21’x43’x54” Saltwater LX Oval Pool components. Installation needs to be made with care, all measurements and the installation process needs to be followed and respected." The engineering report/letter for the 21’x43’x54” Saltwater LX Oval Pool is also attached (Labelled Engineering Report for 21x43x54 Saltwater LX Oval Pool). This letter certifies that the 21’x43’x54” Saltwater LX Oval Pool is structurally adequate when installed strictly in accordance with the manufacturers written instructions. The end of the oval pool does not require additional support because the pool wall and vinyl liner is not manufactured to hold up the weight of the water. The correct base (Underneath the vinyl pool liner) must be installed properly to ensure a safe and proper pool installation. The damages that occurred to your swimming pool are clearly from an improper pool installation and your vinyl pool liner was not supported properly based on the images you provided. We are willing to offer a special discount on any swimming pool components that you need to replace in order to correct your improper swimming pool installation.

  Customer Answer

  Date: 06/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  You are not taking responsibility for selling and sending me a bad liner that did not fit. The pool is designed poorly to hold up the weight of the water with no support on the ends. The bottom tracks on the ends are flimsy and only 1/2 inch tall on the end of the oval corners. When the liner pulled on the ends the metal wall pulled down and popped out of the bottom tracks and then the pool liner with pressure of the water pushed out underneath the wall. I paid $1500 for a professional pool installer team and they can verify that the liner did not fit correctly and there was no extra pool liner to let in as the pool liner was about 10 inches from the wall in each corner of the oval. Clearly you can see that in the pictures. I had a 6 ton sand base that washed away when the pool Collapsed. I have no faith in your product and do not want any replacement parts. Take responsibility of your faulty product. I will not be satisfied until I get the $9970 back that I paid. I can send you back the pool pump that I was never able to use and the liner so you can see the flaw in it. You can have it all back. Worst decision ever to trust your website and pictures of this pool size. Time for arbitration. 

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