ComplaintsforSwimline Corporation
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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pool last July, with a 30 year liner warranty. I closed my pool in September 2023 and reopened at the end of May 2024. My liner busted at the seam and all the water drained from my pool. I IMMEDIATELY contacted swimline. I have called multiple times and was told someone would be out to take care of it. I cancelled a trip out of town for work because I was waiting on their technician that NEVER SHOWED. I continue to wait for a resolution.Business response
06/18/2024
We would gladly replace the liner nuder our warranty process. You can contact ***********************************. We do not send technicians out to inspect liners. So Im not sure who told the customer that.
Initial Complaint
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We got a pool liner and have contacted them by email. We just got a new pool and got a 25 year warranty liner from Swimline . After getting it installed filling pool and getting it clear I noticed water loss. Found several spots as in other complaints where the seam isnt even together. They want me to drain pool and cutting out bad spot and sending it to them or taking pictures of it also requires draining water out. This would leave me without a pool for who know how long and leaving me open to an unstable above ground pool maybe destroying the whole pool while it is maybe resolved. Use caution when getting a liner from themBusiness response
06/14/2024
Our Warranty process does require the piece of the defective area back in order to send out a replacement liner at no cost. The other option is to pay for the replacement liner upfront and when they are able to replace the defective liner with the new one they can then send the piece back for a full credit. This way they will have the liner on hand to replace it so the pool wont be exposed.
Initial Complaint
06/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought liner 9/13/22 Opened pool for first time in May 2023 Noticed we were losing about 2 inches per day ***** came out on 6/13/23 and found hole on seam. He patched it with 4 patch so water loss would be minimized Since hole is on seam it is a manufacturer defect I contacted Swimline numerous times. They first said it wasnt covered by warranty. Then they said to cut out the hole and send it to them. The diver never heard of this process. I would like Swimline to pay for a new liner and cover the cost of install We paid $600 for liner and $900 for install.Business response
07/06/2023
Our warranty states, that if a liner has a bad seam it is covered by our warranty. As part of this process, we require a piece of the defective part back. We will send out a replacement at no charge. We do not reimburse for water, chemicals, installation etc. Our warranty is consistent with other liner manufacturers in the industry. If he would like to proceed with a replacement liner, he can contact our warranty department and we can get the process going.
Thanks
*****
Customer response
07/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:No where on the warranty sheet does it mention that we would have to cut out the piece and send it in. I was dealing with the warranty department. Thats what led me to the BBB. You have a pic and its ridiculous to require someone to cut the piece out of their liner. The liner seam tear has been patched so not sure how it would help sending it in. I have spoke with others who have never heard of this ridiculous process.
*********************
Initial Complaint
09/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In Apr 2022 I had a new pool and liner installed. Short time after we realized we kept losing water. The liner was coming apart at the seams. I have received a new liner but they will not help cover the costs of installation. I don't feel I should have to pay again since it was no fault of mine but instead a defective liner.Initial Complaint
07/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a pool liner from in the swim. It came with a 15 year warranty. My pool liner has ripped and I have photos as well as emails from where I have tried to contact the manufacturer. In the swim told me to contact swim line because they do the warranty. I have called them numerous times and I have also tried to reach out to them and they have failed to return any of my phone calls. At this point I decided to reach out to the Better Business Bureau to have this issue resolved. I have been trying to resolve this issue with them for months now and I still have not gotten a response from ******************** with swim line. my liner comes with a 15 year warranty which they have on their file. I also will include photos as well as a warranty claim number. I want this liner to be replaced as it is a warranty claim. My pool liner is 15 x 30 oval.Business response
08/03/2022
We will gladly look at this customers claim. Our warranty department does their best to get back to everyone in a timely fashion. If they email ******************************** she will handle this.
Thanks
Customer response
08/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:They refuse to cover the defective liner and they keep re wording it so they dont have to replace their defective pool liner. Every time I tell them about the separation, tears and defective liner, they say they will not replace it even though it comes with a 15 year warranty and free replacement if it happens in the first season, which mine happened within the first season time frame. What can be done as a next step to resolve this issue?
Business response
08/15/2022
Our customer service team has been in contact with this customer.Customer response
08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not yet satisfactory to me and the matter has not been resolved. It is still in the process.
Sincerely,
*************************
Initial Complaint
07/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for a liner thru *******.com and i paid $200 and change for it and received it july 1. The pool was not ready so we did not open it right away but did this weekend and the liner has a cut on it. I immediately contacted the seller which is SWIMLINE and they told me to send them pictures. I did. Now after 5 days they tell me they cannot send replacement or refund until i mail liner back, they check it and then they decide what they can do. So basically i wasted 5 day and now they tell me this. I am stuck with a pool that has no liner and i dont have the funds. i want my money back or replacement liner right away. I have kids that want to use the pool dont have their sweet time to wait around. I again am requesting replacement liner to be mailed out overnight and i am requesting a credit thru ******* gift card (my original payment method had fraud activity on it and my bank has it frozen). I tried communicating nice with them and i have all my emails with NO RESOLUTION. This is super unfair. Please help me. I am requesting store credit for *******.Business response
08/03/2022
First of all, we do not sell to ******* directly. I am sure on eof our customers sells through them. We do not have the ability, nor do we reimburse for warranty issues. We will gladly replace the liner base *** our warranty policy. Please send the paperwork and any pictures you have to ******************************** and she will handle it.
Thanks
Initial Complaint
06/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a pool filter system from *******************. One of the connections has defective threads and leaks. Spoke to ******************* who said I must go through Swimline warranty. I spoke to a *********************** multiple time through email. Issue was not resolved due to Swimline Employee stopped communication with me after I answered all her questions and she couldn't change the narrative to it being my fault or issue. Its two weeks old and under a 1 year warranty so there should be no issue to send replacement part.Business response
07/06/2022
We will gladly send this customer the parts needed. If he can email me what he needs we will take care of it. We can not refund the purchase since he did not purchase it from us.
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Customer Complaints Summary
12 total complaints in the last 3 years.
6 complaints closed in the last 12 months.