ComplaintsforLoop-Loc Ltd.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello ****,I am writing you this message to get help with my order. I hired ****** ************ to change the liner in my pool.***** came and measured my pool 3 times prior to the order to ensure he had the measurements correct and when it came time for the installation, the shallow end of the liner is too big with too much material at the bottom. Its been weeks and he has not been able to make this right with LoopLoc.He advised me that ******************* is the sales representative and he has not made any headway with getting the liner exchanged. The order number is my name. I started this process in time to be able to swim by Memorial Day and currently, the liner he tried to install which is too big is still in my pool collecting water and infested with tadpoles. I have missed two major holidays during swim season.Are you able to please help me make this right? As it stands now, Im going to miss the entire pool season because of the liner issue.I am demanding assistance in having the correct size liner sent to my pool liner installer.

  Business response

  07/06/2023

  Good Afternoon ******************,  Thank you for contacting the BBB with the issue you are having with getting your Loop-Loc liner. We completely understand your frustration and we have been working with your dealer *****'s Pool service.  We started working with your dealer the day we received the email that their was a problem with the installation. Your liner is in production with a completion date of 7/6/23. We are very sorry that you experienced this problem and we hope that this is satisfactory to you and recommend that you contact *****'s ************ for additional information.  Thank you 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to the BBB with hopes that clear communication can be provided to resolve an on-going issue regarding the purchase two covers for a pool and raised spa. Our contractor, *******************, reported to us that he went back and forth with Loop Loc for for months to provide photos and measurements to order separate covers for our pool that he renovated and a raised spa that he built this past summer. After the frustrating amount of time it took to finalize the order, the covers were delivered, one for the spa, and the other came as a combined pool and spa cover. *** had always told us since first measuring he always gets separate covers for pools and raised spas for a number of reasons such as the option to keep the spa open and close the pool if we wanted to. *** is adamant that he ordered the covers as two separate covers. Loop Loc is saying they cannot talk to me and only talk to contractors but asked that I circle back to *** and stated if it's his ordering error it would be his cost money to repair but if he could prove it was Loop Loc's error they would repair at no cost. It should be a red flag to loop-loc that a customer would not want or need a combined pool-spa cover when the same customer is ordering a separate ********************** for the spa-only. Each order should be for SEPARATE stand alone covers so we need the combined cover that was sent to be altered by removing the spa section and adjusting it so that it can be installed to the pool correctly. *** reports that the stand-alone spa cover appears to be made as ordered. The desired outcome of this is for loop-loc to replace/repair/convert the combined cover to the pool-only cover. Given that loop-loc doesn't talk to customers and *** says he ordered it right, we are at a stand-still and after spending thousands of dollars (payment made to loop-loc on 10/20/22), we are at a loss. Order # for the *** only cover is ******* and the order # for the **** only cover is *******. Thank you in advance.

  Business response

  01/10/2023

  Dear ****************, Thank you for contacting us in regards to the issue that you have encountered regarding your Loop-Loc Cover order numbers ******* and *******. We have looked into your complaint and have found that Loop-Loc manufactured the covers correctly from the paper work we received from ******************* Pools. We will assist and work with your dealer in moving forward in getting your pool cover corrected.   

  Customer response

  01/17/2023

  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:

  I reached out to the pool contractor who took a very long time to reply and in his reply, he did not provide any new details that I asked about and has not made any next steps to resolve our current problem (i.e. said he'd come last weekend to pack the cover, never showed and hasn't replied to texts since). I know Looploc traditionally deals directly with contractors but given that looploc is saying one thing and our contractor is saying another, and that Looploc is the only party who has the power/abiity resolve the situation, Im asking for a one time major favor given this predicament: I'm looking to be able to communicate direct with looploc for transparency on what steps they have proposed to our contractor to get the pool cover corrected, what would the proposed solution cost, and if the contractor does not follow through can I somehow resolve with looploc?
  
  Since our contractor doesnt communicate with us, and since Looploc communicates only with contractors, weve been at a standstill. Even if *** made an error in writing, its hard to imagine there are no checks/balance measures in place or that anyone at looploc didnt question why a stand-alone spa cover would be ordered, in addition to a combined pool/spa cover and I would have hoped theyd reach out to clarify prior to production. At this point, I've already paid more than I should for a combined cover that I never needed. Either way, we are really hoping Looploc is willing to work with us anyway they can to help us get some closure on this matter thats caused our family a lot of stress. Having a direct contact at looploc that we can be in touch with would be helpful to navigate this. 

  
  Sincerely,
  
  ***********************
  
  
  
  
   

  
  

  Business response

  01/23/2023

  Good afternoon, We are sorry that *** ****** does not agree with our answer. We completely understand his frustration and we have been working with his dealer.  As they sold, measured and installed his cover it is up to *** ****** Pools to assist *** ****** with this cover issue.  We are sorry that this has been going on so long for them, and we do hope that *** ****** Pools works with you to resolve the issue quickly.  Thank you Loop-Loc 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a heavy duty pool cover from Loop-loc and the first year it tore down the sewn seams in the material. I contacted our dealer and they contacted Loop- loc on our behalf with pictures. Loop-loc came back stating that it was all damage not involving the material or the workmanship of Loop-loc. All tears were on a sewn seam and the short of the situation is that they state the cover will hold and elephant and they offer a 15 year warranty on their covers. Loop-loc refused to stand behind their cover and warranty the tears instead they offered to have it sent back and they would repair for a cost. The damage appears to me to definitely stem from workmanship and faulty materials, however, Loop-loc still states is was damage occurred from an impact to the cover. When we opened the pool there was nothing on the pool or in the pool from an impact to the cover.Loop-loc does not stand behind their products and are hard to deal with.

  Business response

  10/24/2022

  We are very sorry that the ********* are having an issue with their Loop-Loc Cover.  The 15 year pro-rated warranty covers defects in material and workmanship.  Loop-Loc, for the past 44 years always honors our pro-rated warranty when it is a warranty issue.  We cannot however determine from these photos if this is deemed a pro-rated warranty issue.  The only way for us to fully determine if this is a pro-rated warranty issue is for us to receive the cover back at our facility so we can perform a complete inspection of the cover and the material.  Once an inspection has been done it can then be determined if it is a warranty issue or not.  If it is a warranty issue, we would replace the panel or panels at no charge and ship the cover back at no charge. If it is not considered to be a warranty issue, we then will supply a quote to repair the damage.  If The ********* strongly feel that this is a pro-rated warranty issue, they should speak with the dealer that sold them the cover and have them send the cover back for inspection.  This cover was purchased through a Loop-Loc dealer and I am sure that the dealer will assist the ********* in sending the cover back to our facility at a reasonable cost so we can make a determination. See attached pro rated warranty documentation for your review  

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/26/21 purchased looploc cover. Came out in April 2022cover was frayed all over. Contacted dealer . Investigation conducted. Looploc said animal did it. No warranty honored. Offered a new cover for $1000. No closing costs. New cover costed me the same as one in October. Had a previous looploc for 25 years. No animal tore it. Asked them if we had new squirrels on Long Island.Have a looploc liner purchased 6/14. Warranty states 15 years. Liner is faded. Their answer chemicals not quality of liner. Done with them. They dont honor their warranty. I would like my $1000 cover costs back. It wasnt even a year old if its supposed to support an elephant with its large feet and toes a squirrel shouldnt be able to destroy it.

  Business response

  09/23/2022

  Thank you for forwarding us the information from ***************** in regards to her cover.  We have researched our data base and cannot find her dealer or order number, and we cannot find that the cover was returned to us for inspection.  Can you please supply the dealer you ordered the cover from and also if the order would be under a different name as we do not have a cover order under the name "Neshta". Once we have that information we can try to research further.  In regards to the liner, the liner is 8 years old and over time any outside product such as a liner will start to naturally fade from U.V. and can also occur from improper chemicals.  The liner warranty (attached) covers defects in workmanship and seam weld separation, but does not cover natural fading over time due to the sun and chemicals.  

  Please let us know any additional information in regards to the safety cover.  Thank you

  Customer response

  09/27/2022

  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:

  My looploc cover was bought and all returns and purchases through *************.  Perhaps they lied about sending it to inspections. ***** from dunrite handled it. I was never given a written inspection report from the company attached you will find the most current cover receipt. I am trying to find original receipt from 10/26/21.

   

  
  
  
  
   
  

  Customer response

  09/29/2022

  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:

  I originally paid ***** for a new cover and closing on 10/26/21.  This time the company argued that a replacement cover even though it was brand new, was not a new cover so I was charged $1,522.98 for cover and closing.  I should not have paid a closing fee  . My total was not greatly discounted.  Perhaps I should be filling out a claim against dunrite then.
  
  Also looploc s picture features an elephant with large toes and feet walking on their cover saying that it can support him without damage.  I had a looploc cover for 25 years and no animal ever touched it.  I live in a completely fenced in area with only squirrels. I was not aware that we have a cover eating breed of squirrels all of a sudden.
  
  I would like a copy of the inspection report and my closing costs refunded.  If I have to file a new complaint against dunrite I will.
  Thank you 
  *********************
  Sent from my iPhone
  

  
  

  
  
  
  
  
   
  

  Business response

  09/29/2022

  Dear *****************,  We are sorry and understand that you are not happy with the outcome we offered your dealer.  We did greatly discount the new cover as the cost to repair would have cost more than a new cover.  However, we do recommend that you speak with your dealer about the concerns you brought up and the installation cost as we did not add on any additional costs.  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 16, 2020 - Leisure Pools installed a Loop-Loc vinyl liner. This summer (2022), we noticed fading which has continued to worsen. June 17 - I contacted Leisure Pools. They asked for pictures, which I provided on June 24. July 19 - I texted Leisure requesting a follow-up. July 19 - they said they would have *****************, the Loop-Loc representative, contact me. Aug. 1 - I texted again saying that I hadn't heard from **** yet. Aug. 8 - I texted again that I still hadn't heard from ****. Then I was told to contact Loop-Loc customer service. Aug 9 - I contacted Loop-Loc and spoke to ******. She said she'd have **** get in touch with me. Aug. 18 - received form from Leisure to fill out to send to Loop-Loc. Filled it out and returned to Leisure on Aug. 19. Sept. 7 - I texted Leisure again, asking if any word yet. He said he'd reach out to them again. Sept 12 - talked to ****** at customer service again, she said she'd have someone contact me. Sept 15 - Leisure sent an employee to my home to look and take pictures. He commented that he'd never seen a liner fade as badly as this one. Sept. 22 - I contacted Leisure again, he called Loop-Loc again and was told that they are not going to do anything to help me. This is the second Loop-Loc liner that's been installed, 3rd liner total in 27 years. Never had this issue with other 2 liners, nothing has changed as far as maintenance protocol, and I assume they will try to say it's a chemical issue. The kicker is that it is a salt water pool. The only thing that goes into it is salt and never any chemicals. They would know that if they had ever had the courtesy to even call me back or come out to look at it. I have yet to hear a peep out of him.

  Business response

  09/23/2022

  We have reviewed the complaint from **************** in regards to the issue he is having with his liner.  As the manufacturer Loop-Loc works with swimming pool professionals to sell, measure, install and work with their consumers.  The liner does appear to have chemical issues, or more importantly lack of chemicals to keep the water balanced and safe.  We recommend that **************** speaks with his dealer in regards to proper care & maintenance of a salt water system.  We have attached our liner care and maintenance and a copy of how to take care of a salt water pool written by ******************.  *************** is a website that offers unbiased and informative information for pool owners.  A salt water system does not preclude adding chemicals, and in fact a salt water pool needs just as many chemicals, but excludes chlorine.  Again we are sorry that **************** is having this issue and we hope that he can find a solution with his swimming pool dealer Leisure Pools.  

  Customer response

  09/26/2022

  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:

  You say you are sorry, which I find hard to believe.  If so, it wouldn't have taken 3 months and a complaint to BBB to get a response from you.  Although no one from Loop Loc has come to look at the liner or test the water, you are just going to tell me that it's a chemical issue.  I test the water weekly, I take it twice a year to a pool store for them to test , once at beginning of year and once in middle of season, and water is always fine.  They try to sell me more salt, soda ash (which I don't consider to be a chemical) and algaecide, which if I have no algae, why do I need that?  This is my second Loop Loc liner, salt water with both, no issues with first liner, just with this defective one.  

  Anyone who has owned a pool knows the signs of a chemical issue - burning eyes, cloudy water, sometimes even turning green over night.  I had those issues with chlorine, but not once in the 12 years that I've had salt.

  I worked as a sales representative for over 40 years. Worked for companies that went above and beyond to do the right thing for the customer, whether they were right or wrong and I also worked for companies that would never admit fault, that there was not even a one in a million chance that one of their products could be defective and would blame it on everyone else -- the installer, the customer and just keep fighting it in the hope that the problem would just give up and go away.  Unfortunately, your company falls into the latter group.  I am not the person that is going to give up or go away. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  10/10/2022

  Thank you for your response.  We do recommend that you speak with the swimming pool professional that you purchased the liner from so they can assist you with a new liner if that is what you are requesting.  As the manufacturer we can only state again that the damage is not covered under the prorated warranty.  However, we will be happy to work with your dealer and pass along a customer relations discount to them for you, if that is the direction you choose to go with.  This is an issue between you and your dealer and we hope that they will assist you and work with you to come to a good outcome.  

  Customer response

  10/18/2022

  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:

  I sent your latest response to Leisure Pools. **** said no one from Loop Loc has contacted him. There is no information on how to get the discount, no contact name or number. ******* said this is useless, just trying to make it look like they are doing something.  I have continued my research, talked to chemical professionals and their response is that no chemical (too much or too little) would cause the fading in less than 2 years, that it is a defective liner.  Also spoke to another pool company with no skin in the game and they had same response - defective liner. The only ones that won't say it's a defective liner is Loop Loc, who refuse to send anyone out to test the water or even as much as take a look at the liner.  I was really hoping that a company as well-known as Loop Loc would do the right thing, but that is obviously not going to happen.  That leaves me no other option than to take it to court.  Loop Loc needs to change their warranty to state that once it leaves their dock, they take no more responsibility.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021 I purchased a new on ground liner through coty pools. The liner was made by Loop Loc. It came with a 2 year warranty. Within a few weeks of having the liner I discovered 2 holes. Coty pools repaired and did file a warranty claim and advised we would keep an eye on it. This past summer of 2022, I discovered 6 more holes all similar to first issue in a totally separate area. Coty pools said it was definently a warranty issue as it looks like poor bead welds. They reached out to their representatives ***************************** to help move it along. This person said the only way to move forward was to cut a patch of liner and submit it. We of course found that unreasonable as the liner is already damaged and with out a guarantee it would be replaced was insane. So **** denied the claim to coty pools. I emailed **** and **** pools advising they could come out to look at the liner when coty pools repairs the holes as they repair from behind. This way loop loc would be able to see the back of liner. Loop loc never returned my email and any further emails I've sent have not been addressed. I spent approximately ******* on this whole ordeal and all I want it a new liner as clearly this one is faulty. I have all pictures and emails to support all of this. The representative is ******************************* and the pool company is ********** in *******, **.

  Business response

  08/24/2022

  Good Morning,  Thank you for contacting the BBB with the issue you are having with your liner.  The date you supplied however is not what we have on record.  ********** purchased your liner in August 31, 2020, not July 21, 2021 and the liner came with a limited 2 year warranty.  The first time Loop-Loc was notified of an issue was on July 6, 2022 which is almost 22 1/2 months after the liner was shipped.  From the pictures we received in-house on July 6, 2022 the damage does not appear to be a limited warranty issue as it is below the bead line.  However as stated in our correspondence with *********** the only way to fully determine if in fact this is a warranty issue is to have the dealer remove and then replace your liner with a new liner.  Sending our sales rep ***** unfortunately would not have helped as this is not typical damage that we have seen on liners, and he would not have been able to make a determination on site.  Once the original liner is removed, the sample of the damage parts are sent in to Loop-Loc where it is reviewed by our team and if needed sent to the manufacturer of the actual vinyl if we cannot make the determination in house.  If the determination is found to be a warranty issue, then the dealer will get a credit for the remaining months.  

  Based on the photos you supplied to Loop-Loc on July 6, 2022 and in this complaint, the punctures are below the beading which shows that the bead is still intact.  The punctures are at the top of the wall material on the flower design which is below where the bead is adhered.  This type of damage is more consistent with an external source, however as we stated to your dealer we could inspect the vinyl once you have a new liner in place.  We hope this has answered any questions and we recommend you speak with your dealer as that is who you placed the order with and who you paid.  Thank you

  Customer response

  08/25/2022

  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:

  
  Yes the pool company purchased the liner August 2020, and installed after labor day to obtain a discount. The pool was then opened the following year 2021 and shortly after the holes were found. Either way this liner is still in a warranty time frame until August 31, 2022. I was never contacted by loop loc to advise they need the actual liner and that the rep could not help. As per emails the rep never answered me. Coty pools advised me a patch was needed only. Had the company or rep contacted me directly as I requested we could have worked together. I never said the it was a bead issue that is what was told in an email from the rep to Coty pools. There is clearly an issue with liner as holes keep appearing. I use the dolphin to clean the pool and never does it go that high, these holes are expanding as time goes on. I find it very difficult to believe I am to have my liner  removed in order to inspect this issue and the fact that no one is willing to come look at the liner before putting the customer through so much stress. This liner is still under warranty and I am not giving up. 
  

  
  

  
  
  
  
  
   
  

  Business response

  08/25/2022

  Good Afternoon,  We completely understand your frustration and we have been working with your dealer.  As they sold, measured and installed your liner it is up to this company to assist you with this issue.  Our representative will not be able to make a determination at the jobsite as we had the pictures to rely on, and as this is not an issue that we have encountered before, and appears to be from outside sources.  Our Sales Rep would not be able to give you additional information even if he went to the site,  but we are perfectly willing to have the sample inspected once the liner is replaced and removed from the pool. We always honor our true warranty issues that *** arise and always have for the past 44 years.  This is something that we work with the dealer on, they remove and replace the liner, at that point the damaged areas are returned to Loop-Loc for inspection, and as stated yesterday will most likely be inspected by the vinyl manufacturer.  If it is determined to be a warranty issue, the credit will be applied from the date we were made aware of the issue which was July 6, 2022.  If you and your dealer were aware of an issue from the original install date and we were not notified, then you will have to address this with **********.  We are sorry that this is going on so long for you, and we do hope that ********** works with you to resolve the issue once and for all.  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool cover from Loop-Loc through an authorized reseller, Family Pools, in 2020. I paid a partial deposit in July ($1,798), and the remainder in August ($1,600). The pool cover comes with a 15 year warranty. After 2 ******* the pool cover showed a defect that resulted in a tear on a seam. The reseller tried getting in touch and sent them a picture I had taken, and Looploc said it was not a defect but must have been a snag. The reseller disagreed but said they have never seen Looploc once approve a warranty claim. The cost to fix this cover now is close to $500. I tried calling Looploc to discuss and they would not speak with me. They said I had to talk with the reseller. The reseller said Looploc is non responsive to them, and is charging them for shipping fees now.Im writing because the warranty is the reason I bought this expensive cover and now an obvious defect is not being covered as part of my warranty. They will not speak to me and it seems I have no recourse. They have not even attempted to collect any information from me. Im hoping that the BBB can assist me and help hold LoopLoc accountable so they know they cannot do this to customers.

  Business response

  08/09/2022

  We are very sorry that the Flint's are having an issue with their Loop-Loc Cover.  The 15 year pro-rated warranty covers defects in material and workmanship.  Loop-Loc, for the past 44 years always honors our pro-rated warranty when it is a warranty issue.  Unfortunately, the damage to the Flint's cover is clearly a snag, small cut in the material and is not a defect in the material or the workmanship.  We have spoken with and advised Family Pools that this is a non warranty issue.  We do have all of the information on the damage as well as the photo submitted by Family Pools, and there is an estimate in our system to repair the cover. For customer relations we will ship the ********************** back and not charge the freight costs associated once the repair is complete.  We are advising Family Pools about the freight discount.  Again we are sorry that they had this issue, and we recommend that they speak with Family Pools on the repair of this cover.  

  Customer response

  08/10/2022

  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:

  The issue occurred over the course of the winter with the cover installed.  It was not in existence at the beginning of the winter when first put on.  There was nothing for it to snag on, and it is in the middle of a wide open area.  My reseller agrees that it is clearly not a snag and is a defect or something that happened at the factory prior to install.

   

   

   

   

  
  
  
  
  
   
  

  Business response

  08/10/2022

  Good Morning,  we understand that the consumer does not agree with our findings, however after 44 years in business we can tell if the damage is a pro-rated warranty issue, or not.  This damage does not constitute a warranty claim.  However, we recommend that they work with the dealer that sold, measured and installed their cover so that they can come to a resolution with them.  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a liner was purchased in February 2018 and it was installed April 2018. After the first year the liner began to fade, but we thought if that's the worst that happens we would put up with it. Now in 2021 it has a hole in it. My liner lasted 3 years and was told today the loop-liner warranty doesn't cover it. They don't cover the actual liner, only the seams and welds. My liner started fading after the first year and developed a hole in the third year. We even purchased the extra heavy liner because it would be more durable. For some reason, they blame environmental factors (whatever that means). Even better, a loop-loc rep came and visited and looked at the damage and took pictures and told me I would be receiving some paperwork to complete and I later found out he had no intention of helping us but didn't bother to tell us when he visited our home. I assumed that if it was we were to get a replacement that it would be pro-rated, but I guess I was being too optimistic about the integrity of the company. I love my pool service company, but if the only liners they offer are loop-loc, then I will have to find a new service.

  Business response

  11/08/2021

  Good Afternoon,  We are very sorry that there was an issue with your liner.  After speaking with your dealer ASP Pools, and our sales territory manager, they were both in agreement that the damage to your liner was created from outside sources and was not an issue that is covered under the pro-rated warranty.  We are very sorry that you experienced this problem and we are working with the dealer to still assist you for customer relations.  A new liner was quoted to your dealer today and was discounted to reflect a customer relations price.  We hope that this is satisfactory to you and recommend that you contact ASP Pools for additional information.  Thank you 

  Customer response

  11/09/2021

  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:

  [Your Answer Here]

   In speaking with my pool service company, they don't know what is meant by "outside sources." In reading your response, I was under the impression that this had been discussed with them and that they agreed with you on the issue. Perhaps you can explain to me (and them) what "outside sources" are. It is difficult to accept a resolution that doesn't have any specifics and there seem to be some misunderstandings among the company, the rep, and the pool company. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  11/10/2021

  Thank you for the additional feedback.  As discussed quite a while ago with your dealer (although we have heard that possibly the person we were dealing with is no longer with the company), the damage to the liner is consistent with burn holes.  We are not sure why this liner is burned but unfortunately this is not a pro-rated warranty issue.  It can be from some type of strong cleaning agent that *** have been used to clean over the water line, or it can also be from intense heat reflecting off of the liner.  See attached documentation for your review.  We have greatly discounted the second liner for customer relations purposes only to help you and your dealer.  Please let us know if you have any other additional questions.  

  Customer response

  11/15/2021

  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:

  I'm not sure what burn holes are, but we have lived in our home for 15 years and this has never been an issue and we have done nothing different in the back that would reflect the sun differently. I realize you are aren't going to do anything, but it is disappointing.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pool liner (order # *******) from Loop-Loc on 11/8/19 at the cost of $1,038.00. Order placed through Northeast Pool Supply who completed installation of liner 12/17/19. Pool was filled and closed until May of 2020 at which time it was used for 4 months and closed again until May of 2021. This was when we noticed that the liner which was a grayish pebble pattern throughout with no border was completely faded of color from the water line down. 6/17/21 Contacted Installer so he was aware of situation. Contacted Loop-Loc, spoke to Barbara who advised we send photo of damage to *********************. 6/23/21 contacted installer to see if he knew status of inquiry. Installer contacted Loop-Loc who in turn sent us a Quality Control Questionnaire which was completed and sent along with photos of damage. 8/20/21 Contacted Loop-Loc for status and was told they do not speak to customers. It has been 3 months and we have not received any response from Loop-Loc.

  Business response

  09/27/2021

  Thank you for contacting us in regards to the issue that the Keefer’s are encountering with their liner, and we are sorry that they are having this issue.  We apologize that they have not received a response back as of yet, as we believe we contacted their dealer with our findings. 
  
  From the photos received it is apparent that some type of chemical issue has occurred.  Loop-Loc’s pro-rated warranty covers seam separation and workmanship only.  Unfortunately,  it does not cover damage due to excessive chemical treatment.  White spots and bleaching out is consistent with damage that can occur from improper chemical treatment.
  
  We are attaching a copy of the pro-rated warranty and Care & Maintenance Instructions for your review.  If your swimming pool professional has additional questions we would be happy to discuss with them.   
  
  

  Customer response

  09/27/2021

  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:

  For 3 months I have tried to get a response back from Loop-Loc regarding this issue and they failed to respond. Now their answer is “the primary cause of the fading is neglect”!

  I have had the same pool for 27 years. My first liner was in for 25 years with little to no fading. The Loop-Loc liner was in for 18 months when we discovered the liner had lost all accent color. This is a 4000 gallon, 4 foot deep indoor pool which is covered when not in use. It is used by 2 adults (1-2 times a week), no children and no pets. As a result, it requires very little maintenance and very few chemicals to insure the water is properly balance throughout the year. 

  My routine maintenance is to check the water 2 times per week during swimming season, and once a week over the winter. The chemical levels are all balanced and maintained within specifications.

  Loop-Loc did not attempt to investigated the cause of fading but rather made unfounded accusations. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******  
  
  
   
  

  Business response

  09/28/2021

  Thank you for contacting us again in regards to the Keefer liner.  This is an indoor pool and from what we understand may also have a solar cover on top of this pool, which will hold a tremendous amount of heat in.  Between the constant heat and chemicals being off, the liner faded.  Unfortunately this is not a warranty issue.  We recommend that Mr. Keefer speak with the dealer that he purchased the liner from so that they can come to an arrangement that is satisfactory to both.  Thank you

  Customer response

  09/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# 15903379, and have determined that my complaint has NOT been resolved because:

  It is interesting to know that Loop-Loc knows so much about my pool when they did not come to the my home to assess the situation. The indoor pool is on the north side of the house with scattered sky lights over head which allows very little heat into the room. The solar cover is used primarily to prevent evaporation into the room and causing structural damage. Again, if you were not paying attention, the pool chemicals were not off. Easy way out Loop-Loc is to make up a false senario and throw the ball back to the dealer. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******  
  
  
  
   
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Have emails if needed had top end safety pool cover buckles failed company refused to cover under warranty cover did not last one season 2020 so I asked to buy them and they refused to sell them to me so I have a $3500.00 safety cover that I can't use

  Business response

  09/03/2021

  Thank you for contacting us in regards to the springs and buckles that were bent on the new cover.  The only way springs and buckles will bend is when the water levels in the pool drop way below the recommended levels putting excess stress on the hardware making them bend.  We spoke to the customers dealer in regards to this and he said that he was going to place the order for his customer.  This is not a pro-rated warranty issue, but we did work with their dealer and had thought this matter was resolved.  

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