Complaints

This profile includes complaints for Latham International's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Latham International has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Latham International

  787 Watervliet Shaker Rd Latham, NY 12110-2211

• 

  Latham Pool Products, Inc

  176 Viking Dr Jane Lew, WV 26378-8094

• 

  Latham Pool Products, Inc.

  14151 Fir St Oregon City, OR 97045-6806

• 

  Latham Pool Products, Inc.

  787 Watervliet Shaker Rd Latham, NY 12110

• 

  Latham International

  14450 SE 98th Ct Clackamas, OR 97015

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:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Your company's limited lifetime warranty at the time of purchase demonstrated to us that you stand behind your products, and therefore, was a factor in our choosing a Latham pool. 2020 • August 5, 2020. We took delivery of our new Latham fiberglass pool. • August 7, 2020. Installation began. • September 10, 2020, 36 days after delivery, we noticed a portion of the step was beginning to chip off. We sent pictures to our pool contractor, ******* Pools, to begin the warranty process. • September 14, 2020. Our pool contractor confirmed the warranty process had begun. • Months went by as the damaged area expanded, resulting in significant damage. Despite multiple inquiries from our pool contractor to Latham, no progress was made. 2022 • September 2022. We filed an additional warranty claim. • October 5, 2022. More than TWO years later, we received an email the warranty claim was approved. Reference Number: ********** • With the approval we were told to take care of reinforcing, draining, and refilling the pool ourselves, but repairs will be addressed. It is frustrating to incur these expenses after having the pool for less than 45 days before we noticed the issue. 2023 • March 23, 2023. We received a message from Latham that our claim had been placed with one of the approved vendors and would be contacted to schedule the repair. • June 12, 2023. We contacted Latham support inquiring when the repairs would be scheduled. No response. • August 15, 2023. We sent an email to Mr. Rajeski, CEO and numerous other contacts asking for an update. • August 21, 2023. We received an email from Catherine at Latham support with the following message; “We have you set up with our vendor and we will reach out as soon as our vendor is in your area”. 2024 We are still waiting. This prolonged wait and unexpected financial burden are far from the customer service we expected. Hoping for a timelier and customer-friendly resolution.

  Business Response

  Date: 01/16/2024

  Hello and thank you for the opportunity to respond.We have reviewed the claim noted in the complaint above and have placed the customer on our schedule tentatively for Tuesday 6/25/24. We chose this date based upon the historic weather patterns in the zip code where the pool is located per the claim information. We ask that when available that the customer send us current pictures of the affected areas of the pool so we can update our files of any changes over time. Please send these pictures directly to the warranty department using email address **************************Please note: this date is contingent upon favorable weather conditions at the time of repair. Someone from the warranty department will reach out to the customer approximately 1 week prior to repair to confirm if conditions are within proper ranges or reschedule if needed. Favorable weather conditions are defined as outside temps at 60 degrees or higher with little to no rain a week prior to repair. If the customer has any questions on this process, we ask that she reach out to the warranty department directly at ************************** or by phone using ###-###-#### and follow the prompts for the fiber glass warranty queue. Kind RegardsLPP/Inc.   

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased a pool liner to be installed from the ***** pool, pros; address, *** ***** * * **** ***** ***** *********** ****** Phone number ************. The representative agent name was Sean. The Latham pool products warranty,Inc.Latham, states that it’s a 20 year warranty with 5 years full and 15 years prorated with the purchase. In approximately April 2023, I noticed that there were tears in the pool line so I inquired first by calling ***** **** ****, and I was told that it was the sun rays that caused the lighter to start tearing I kept the cover over the pool for all of winter for two years and we’ve had previous liners that have lasted 8 to 10 years before starting to tear. after I started patching the tears, I noticed that multiple tears started showing increasingly through the month of May June, and July. I contacted Latham pool products and company and received no call back or further actions with regards to the situation with the liner. we me and my wife decided that keep passing. It would be futile, so we call ***** pool pros, before suite looked around to see if there was anyone else that would install or another company and we found that ***** **** **** was the nearest to us to purchase and install. Representative Sean, assisted us, and reducing the price from the original price to a price of $5,650.00, we were sitting at the counter offer, because we thought we would get much lower price than,to replace with the new liner in our pool. we went ahead and started the process by putting down half the cost and then upon completion the other half plus deposit. we’d like to thank Better Business Bureau for pursuing this and hope that something can come of it.. Thank you sincerely ******* *****

  Business Response

  Date: 11/01/2023

  Thank you for contacting LPP,  Inc. and also for giving us the opportunity to reply. We would like to take time and understand your complaint but before doing so could you please supply us with a Latham serial# for validation purposes and to authenticate our product.  Additionally , pictures of the said liner would also be required for disposition purposes. Kind regards,  LPP, Inc.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We purchased a fiberglass pool from Latham Pools and used one of their certified installers. We had the usual delays and issues with sub contractors but our installer has handled all of our issues with absolute professionalism. Our issue is this, 6 months since our pool was installed - ALL of our returns are leaking. The contractor has come back multiple times and has determined the lines are not leaking but leaking around the face plates in the pool, all 5 of them. His fix is a ugly two part epoxy, not a very long term repair. The other issue is the line has become separated from the bottom of the skimmer ( actual piece of the plastic bottom of the skimmer is cracked ) and pvc return line is separating. These are ALL factory installed items and Latham pools will bear no responsibility for repair which I think having to repair a 60k - 6 month old investment is absurd. The skimmer should be replaced completely, but requires digging up and tunneling under the concrete deck to replace with a bew skimmer. Again no help from Latham pools

  Business Response

  Date: 08/08/2023

  Thank you for the opportunity to respond;  We have searched for a claim in our system using the customer's last name and were unable to locate one.  If you have a claim on file please provide the claim number and we will be happy to review the issue. If not we ask that a warranty claim be submitted for review at *********************************************************************************************************/).  Kind Regard LPP/Inc.  

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I had a Latham pool liner installed 2 years ago. There was a defect in the liner and it tore in one of the corners. Latham Pools agreed to honor the warranty and provided me with a discount for a new liner. I ordered the liner on June 6, 2023. I was told it would take 2-3 weeks until the product was mailed to me. It has been 6.5 weeks now. I have spoken with the warranty department at least 3 times asking for an update on the product and status of my order. They are unable to provide me ANY answers. The gentleman in the warranty department cannot track down any information for me. They don't know if the product has even begun the production phase. They cannot direct me to a supervisor or anyone that has answers. And I have already been billed $1,034.90

  Business Response

  Date: 07/25/2023

  Hello and thank you for the opportunity to respond,  Our shipping records show this product was sent out on 7/20 and is scheduled for delivery on 7/25/2023 between 1pm-5pm. If the product does not arrive by the scheduled date, we ask that this customer reach out to us directly so we can contact the shipping company for an update.  They can call us directly at ************** option 2.  Kind Regards,  LPP/Inc.  

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Latham Pool refuses to honor a limit lifetime warranty to repair a crack that has developed in my fiberglass pool. I was given reasons for my crack which were not based on inspection and are not valid from a engineering perspective. The pool was originally purchased from ****** **** in WV and Latham gas taken over their business as I was directed to Latham as I pursued this warranty work/claim

  Business Response

  Date: 07/23/2023

  Hello and thank you for the opportunity to respond,  We have searched our warrant claim system and are unable to locate a claim under the last name ********. If this customer could provide their claim number, serial number of the pool or dealer information we will be happy to review the claim and respond in answer to the original inquiry.  Kind Regards LPP/Inc.  

  Customer Answer

  Date: 07/25/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  REQUESTED INPUT -  POOL SERIAL # ****** ******* ******** **** CLAIM # ***** (dates back to late 2021)  CONTACT - Sarah, Warranty Admin Fiberglass Division  Regards,  *** ********   

  Business Response

  Date: 07/28/2023

  Thank you for the opportunity to respond.  The claim number provided by this customer is from a claim filed in 2021 that was denied and closed as a non manufacturing issue. Latham's fiberglass warranty warrants against structural failure due to a manufacturing defect and osmotic blistering.  The pictures provided by the customer do not show either of these as the cause of the issue. If the customer wishes to submit a claim with additional information/pictures showing a manufacturing issue for evaluation they are welcome to do so by going to (https://www.**********.com/warranty-claim/warranty-claim-fiberglass-pools/warranty-form-fiberglass-pools/).  Kind Regards LPP/Inc.  

  Customer Answer

  Date: 07/28/2023

  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.   Our pool has a crack and it's a structural failure.  No one has inspected it or offered any other reason for the crack to exist.   Latham simply dismisses this as non-structural.  There is no engineering rationale provided as to the cause of the crack.  This is not due to draining the pool, not due to high groundwater table or any other obvious cause.  Again, Latham does not provide me with any engineering or logical explanation for this crack.  This crack should be covered under our limited lifetime warranty.  Regards,  *** ********

  Business Response

  Date: 08/03/2023

  Thank you for the opportunity to respond,  As stated previously if the customer is not happy with the initial determination, we are happy to reevaluate this issue in its current state. To do so we would need pictures of what the pool looks like presently. Once pictures are received our technical review team will be able to give a proper assessment of the issue. We recommend a close up of the issue, a bird's eye view and a shot of the entire pool area, TY                                                                   Kind Regards LPP/Inc. 

  Customer Answer

  Date: 08/08/2023

  I have attached two photos - one shows the structural crack in the floor of the pool (shallow end) and the other showing an overall view of the pool.  I have covered the structural crack with a two-part underwater epoxy to stop the leaking. Thanks, ***

• Initial Complaint

  Date:07/12/2023

  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.

  **********-Filed warranty claim 5/24/2022 due to numerous cracks, holes and bubbles in fiberglass pool. Repair warranty contract signed in August 2022. In September 2022 a Latham rep determined the entire pool needed resurfaced. They put us on a repair schedule. End of 2022 said they could not repair this year and repair will be April 2023. After many emails and calls to Latham on 6/13/2023 their repair vendor contacted us. He was under the impression the job was filling cracks, holes and bubbles. Told him, per Latham, needed total resurface. He said Latham will have to convey that information. After numerous calls and emails (no one ever calls you back and the emails simply state "processing request" and you may not speak to a "Manager" nor will they call you), we were told "Managers" were meeting on 6/30/2023. I requested an update on 6/30/2023. No response from Latham on 6/30/2023 so I contacted the vendor to perform the work and he informed us he met with Latham but our job was not discussed. On 6/30/2023 since we could not get anything done we enlisted the help of a mediating agency, the NY Attorney General. On 7/3/2023 per email and call to Latham since we contacted the AG the matter was turned over to "Legal" and no one will discuss the matter and all updates we want have to told to us by the AG. (which is crazy since Latham is the one completing the work, not the AG). Per Latham we cannot be provided a name, phone number nor will anyone from "Legal" will contact us. In addition, emails and letters sent directly to Latham's President are not being delivered or do not receive a response. We are requesting the warranty repair work be completed. We spent tens of thousands of dollars for this pool and cannot enjoy it.

  Business Response

  Date: 07/25/2023

  Thank you for the opportunity to respond.  Latham is currently working with this customer through the Attorney General case that he initiated. Please see below the most recent response from our legal team to the AG in question.  "I’m sorry that Mr. ******** repair has been delayed.  It is an extreme case, and we are working to staff up our repair team to avoid this situation.  Like many companies in the post-pandemic world, we have experienced a shortage of qualified repair technicians, and this has caused delays such as the one experienced by Mr. ******.  It doesn’t appear that anyone told him that the repair would be performed in April, just that it would be scheduled by the end of March, although that in itself is strange as it is inconsistent with our practice (to tell people an exact date on which their repair will be scheduled, especially one so early in the year).  Nevertheless, I don’t discount the frustration that Mr. ****** has experienced. It is unclear to me whether the pool is leaking or whether the water is evaporating as normal.  The lack of care/maintenance performed on the pool does not escalate this from a cosmetic issue to a structural issue.  As it is not something that is within Latham’s control.  He should be caring for his pool consistent with the owner’s manual, which would have given him the full use and benefit of the pool this summer. Since he’s not, it’s very possible additional issues may result. If Mr. ****** has documentation or cause to believe that the pool is leaking or has a structural issue, please let us know."  Kind Regards LPP/Inc. 

  Customer Answer

  Date: 07/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The issue will not be resolved until Latham completes the warranty work on our pool.  Thanks, *** ******  

  Business Response

  Date: 07/27/2023

  Thank you for the opportunity to respond.  Due to this issue being communicated through the attorney general's office with our legal team we are not able to comment further on this matter.  Kind Regards LPP/Inc.  

  Customer Answer

  Date: 07/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   We are in communication with Latham through the NY AG office and it appears to me Latham has expressed a willingness to resolve this matter as soon as possible. Therefore, we consider the matter initiated through the BBB as closed.   Thanks, *** ****** 

• Initial Complaint

  Date:06/27/2023

  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.

  We had an ******* ** fiberglass pool (serial # *****************) installed in October of 2022. Within a month of install, we noticed the pool was loosing water. We worked closely with the pool builder to monitor the situation. Unfortunately, proper leak testing could not be performed during fall/winter. No other contractor had performed work in the area of the pool during that time. Finally in April 2023, leak testing revealed a 3 inch crack located at the base of the main stairs. Our pool installer filed a claim on 13 April 2023 with Latham Claim number **********. Within a week, we received an email from Latham stating that our claim “does not meet the criteria for valid warranty coverage”. After reaching out to Latham numerous times, staff refuse to give us any specific information as to why warranty is being denied other than the highlighting of the warranty clause stating “negligence or an act of god”. In addition to denying the claim without a legitimate reason, we have not been provided any timeline for repair. We call weekly, and Latham only tells us they’ll give the pool installer a week’s notice to drain and brace the pool. Latham recommended an underwater sealant product to temporarily slow the leak; however, that product cracks and shrinks. It needs to be applied weekly. We want desperately to be able to enjoy the pool that we paid a great deal of money for and not have the foundation of our home damaged while we continue to wait for proper repair. -The ******* Family

  Business Response

  Date: 07/06/2023

  Hello and thank you for the opportunity to respond. Latham's fiberglass warranty warrants against structural failure due to a manufacturing defect and osmotic blistering.  The pictures provided by the customer do not show either of these as the cause of the issue. Beyond that we do not speculate as to the cause we just offer to fix the issue at a cost. Agreements that were sent have been signed and returned stating the determination has been accepted and the repair is in pending scheduling. The dealer was advised that using under water welding sealant would be a suitable temp repair until a crew can be dispatched for service repair. This sealant is a temp fix, and we recommend it be applied if needed.  Scheduling a fiberglass repair is not something you can do much in advance as the weather conditions need to be favorable as in temps of 60 degrees or higher with little to no rain a week prior to repair.  This is why a date can't be confirmed too far in advance. If it is helpful, we offer a tentative date for the week of 8/7/2023 weather permitting.  To be clear this is not a confirmation for a repair date. A week prior to repair if weather is favorable someone from the warranty department will reach out to confirm the actual repair date. If the weather conditions are not favorable, we would have to set a new tentative date and again hope the weather cooperates. If this is acceptable, we will add your repair to the list for the week mentioned above. Kind regards LPP/Inc. 

  Customer Answer

  Date: 07/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ***** *******

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We decided to install a backyard pool in order to provide a source of onsite aqua-therapy for our 7-year old special needs child. We researched LATHAM's website and found certified dealers/installers of fiberglass pool in our area. We reached out to all (3) and only (1) company was proactive and met with us. We eventually hired *** contractor and refinanced our house to make our dreams a reality. The Project (started in 8/22) has proven to be a complete and unmitigated disaster. We've paid the contractor virtually in full and as of today, the construction of the pool is in an incomplete and dangerous state, *** has never provided any scheduling information, the as-built construction is compromised, the pool shell has experienced hydrostatic uplift and needs to be re-seated, the potential of fiberglass structural damage to fiberglass exists, the residence premises are in a state of construction disarray, and our child has been denied all the benefits anticipated with a completed and functioning pool. Virtually all attempts at communication by us to *** principals have been either ignored or unheeded. *** breach of contract has rendered the Project and the our capital investment worthless. We proactively reached out to LATHAM to assist with our installation as they provided us with the certified installers. We were completely shut down and the specialist stated we needed to go back to the installer (***). I mentioned LATHAM's name is on the pool and not *** but that went no where. We even went to *** insurance carrier but were also denied any coverage 'errors and omissions'. To recap, we are out of pocket over $$$, have a broken pool that is worthless in its current state, LATHAM washed their hands of situation, and insurance has denied us. Our last resort is court however the attorney/arbitrator fees (more out of pocket expenses), and *** pools will most likely go bankrupt has created undeniable emotional, financial, and undue stress. Please help LATHAM

  Business Response

  Date: 06/21/2023

  Thank you for the oppurtinity to respond;  We are very sorry to hear about your experience with your builder/installer. Please note that Latham Pool Products is a manufactuerer of pool products and not in the installation business. The builders listed our the website are independant contractors that purchase product from Latham. The disclaimer on our web site states:   Latham Independent Builder Disclaimer Authorized dealers and builders of Latham Pool Products, Inc. (“Latham”) are independently owned and operated, and are neither affiliated with nor agents or representatives of Latham.  Latham makes no representations or warranties as to, and is not responsible for, the performance, acts or omissions of such parties. It is the ultimate responsibility of the property owner to select a Latham-authorized dealer and/or a Latham builder based upon their individual assessment of such dealer or contractor. We do suggest you enlist another builder to asses your situtaion for resolution.   Kind Regards LPP/Inc.    

  Customer Answer

  Date: 06/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve our complaint.     A blanket corporate 'apology' for a certified LATHAM-installer failing miserably on our backyard project is completely unacceptable.  We are a customer of LATHAM and we should be treated like a customer, not just another number. I'm requesting a call from the president/CEO of LATHAM so i can personally deliver a message of how poorly we've been treated.    Regards,  **** ******  

• Initial Complaint

  Date:05/19/2023

  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.

  Latham is the warranty company that my pool liner is warrant under. Back in 2022 my liner broke so I order one from the company that I got the pool from (********* Pools). The liner was put in by someone I hired because the ********* Pool could not install it (they were to busy). about a month after been installed the liner had a hole and my water went down half way out of the pool, the guy I heired came and patched it up, about a week later another hole happened on another side of the pool. So I contacted the warranty company Latham, they said they needed a example of the liner to make sure it was defected. These took back and forth from Aug 1 to Aug 17. I sent them the peace of liner and never heard from them again. On March of these year 2023 I send them another email asking what was going on, they email me saying that they needed me to pick a patten for the liner, so I did and with in two weeks I had the new liner. Problem I got the liner on March 21, 2023 but I could not have it installed until May 10th, by ********* Pools. On that day when they came to installed the liner they notice that the liner Latham sent was the wrong liner and could not be installed. The pool guy from ********* had a liner in the truck with him that it was the right one for my pool, so he installed that liner in my pool but I had to pay for it 1,200.00. My problem is that I been trying to get Latham to tell me what to do with the wrong liner they sent me and give me money for the liner I had to pay to ********* and I have been emailing them and no answer back, I call them and I can't get anyone to talk to to explain what's going on or what to do.

  Business Response

  Date: 06/02/2023

  Thank yu for the opportunity to respond, We will be happy to work with this customer towards a solution for this issue. Someone from the warranty department will reachout today or Monday to discuss. Kind Regards,   LPP/Inc. 

  Customer Answer

  Date: 06/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards,  ******* *********  

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We have a white spot on the side of our ******* ********** pool. We have filed a warranty claim and they say it is in scheduling. It has been over a motnh and I cannot get information on when anything will happen. Their person in NY, says it is in scheduling and that is all he can say and repeat. #********** I had previously tried working through the pool installer and have emails dating back to last year. Nothing happened through that avenue either. Not sure what the warranty is doing for us.

  Business Response

  Date: 05/16/2023

  Thank you for the oppurtunity to respond.  This claim was opened on 4.1.2023, repairs are scheduled on a weekly bases in a first recieved  first repaired order.  ********** repairs can only be scheduled a week in advise because the nature of the repair depends highly on favorable weather conditions.  This is because the gel used to repair the fiberglass needs temps to be consistantly 60 degrees or above with little to no rain in the forcast for a week prioir to repair.  So scheduling is restricted to the weather.  If the weather is not within proper ranges the repair can fail and in some cases make the repair  look worse than the actual issue. Once this repair is eligable for scheduling and the weather conditions are compatiable with repair the customer will be contacted about a week prioir  to the techs arrival to confirm the date and be given the proper prepping instructions for when the technitians arrive. We hope this helps the customer understand why a set date can not be given in advance.  Kind Regards  LPP/Inc.