Complaints

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a cover from ********* **** in Albany NY in October 2022 from radiant pools. as of December of 2022, it started to fall apart at the seams which i provided pictures and it ripped in the middle of the tarp as well. This is obviously something wrong with this tarp. I reached out in January of 2023. As of June i did not hear anything still so i went into ********* they said they contacted radiant did not hear anything. I went in everyday for a month to ask they finally told me it was not covered under the manufacturing warranty did not say why but told me if i wanted a buy a new one i would get 5 % off. this is unacceptable and people should be warned they do not make good on their warranties at all. This was only put on and left they tears are from normal winter winds and snow. which is what a winder cover is made for. I do have pictures that they do have on file with my clam.

  

  Business response

  11/30/2023

  Radiant Pools to ******** ***** (Dealer) – June of 2023.  Radiant offered a replacement at 25% off.  Radiant Pools to ******* ******** (Consumer) – July of 2023.  Noting Radiant offered the dealer a replacement at a reduced price.  Order Confirmation of $0.00 replacement – Today.  Radiant will give the dealer a $0.00 replacement to satisfy the consumer compliant.  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contacted goodall pools every year about our coping bowing and they have tried to get Radiant to fix it. Radiant says it's not a manufacturer defect. It keeps getting worse every year. It needs replaced! It's affecting the clips and everything. If it's not a manufacturer defect, then what is it? The warranty covers coping.

  

  Business response

  05/30/2023

  After examining the attached photos, I have identified the cause of the coping warping. 1.  It seems that no screws were utilized to secure the coping as instructed in the installation manual. 2.  The winter cover in use does not seem to be a Radiant cover.  The Radiant winter cover is designed to be attached to a track inside the pool.  Instead, a black tarp was shrinkwrapped to the exterior of the pool.  When employing such a cover, the temperature directly beneath it, where the coping is located, can exceed 170 degrees.  This excessive heat can lead to the warping of the coping. To clarify, this issue does not fall under the warranty. However, in a gesture of goodwill, Radiant is willing to offer the customer replacement coping at a discounted price.  Please reach out to Radiant customer service at ************* 

  Customer response

  05/30/2023

  Better Business Bureau:   I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The Radiant pool cover was used the first 2 seasons and the warping started to occur after the 1st season. We switched to a regular cover when the Radiant cover started to come apart where it attaches in the coping. Also, it was harder to open the pool with all the debris that collected in the original cover. Also, the shrink wrap was only used the last 2 seasons and the warping was already there.   Regards,  ****** *******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Radiant Pool through their "dealer only" policy. Any time I have an issue or question I can neither get the dealer nor the manuf. to respond to me. The dealer is in the hospital and I tried to contact manuf. diretlly. The Manuf. keeps referring me back to dealer and around and around we go.

  

  Business response

  08/23/2022

  Radiant has reached out to the customer to determine what the issue is and find an acceptable solution.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/8/2020 I ordered a 24" round pool kit in Bristol, VA from a Radiant Pools Dealer (******** ***** * ****). The pool arrival was very delayed which pushed install until spring of 2021. ******** ***** * **** used their own installer. The pool was closed by ******** ***** * **** in November 2021; The pool was opened in April 2022 again by ******** ***** * ****. When the pool was opened, very noticeable rust was seen on all the outer wall screws, resulting in rust stains on all the outer walls & copping. Rust was on the screws of the skimmer collection, resulting in stains. Radiant states they have a "lifetime warranty" as well as, "provide you with the highest product quality and durability". Their product is not as they state. I am requesting replacement of the damaged items and all costs associated with replacement. A refund and cost to remove the pool would also be acceptable. Please send me a fax number where I can fax any documents that you need. Thank you for your help.

  

  Business response

  07/18/2022

  Radiant Pools responded to the complaintant on July 6, 2022:Dear ******** and *****,We at Radiant Pools are sincerely appreciative of your decision to purchase a Radiant Pool and are proud of our over sixty-year history of maintaining the strongest warranty in the swimming pool industry.  We have received your June 12th letter regarding your concerns with your Radiant Pool.  Radiant Pools and ****** Pools has reviewed your request and would like to make the following recommendations.  The water test results from your pool, provided by the dealer indicate a water chemistry issue which would cause “rusting” on stainless steel screws, and is the root of the problems you are seeing.  Maintaining your water chemistry at proper levels is critical in preventing further damage to your pool and your liner.  Please consult with a local pool dealer if you have questions regarding your water chemistry.  Please check with your local dealer, or possibly Home Depot or Lowe’s for recommendations on rust stain removal.  Other customers have been successful with the use of rust removal products.  Also, all the screws that are rusting must be replaced.   We are happy to provide these screws at no charge, and they should arrive to your home in the next few days. Your Radiant Pools warranty is still in effect, which guarantees your pool is free from manufacturing defect for the lifetime of your pool.  You can view your warranty here if you have any questions: https://www.radiantpools.com/why-radiant/lifetime-warranty.  The warranty covers repair or replacement of parts only if a valid claim is approved.  Your issue is not considered a defect and therefore not included in the lifetime warranty.  Additionally, under no conditions would your warranty cover the ancillary costs of installing your pool, including labor, water, chemicals, contractors, or the costs of equipment or services not provided by Radiant Pools.The complaintant has not responded to this message and Radiant Pools considers the issue resolved.

*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. ↩