ComplaintsforSuffolk Liner Corporation

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were sold a Merlin pool liner through Suffolk Liners. While there were other (cheaper) options, we were up-sold on a liner that had a protective coating and was supposed to provide twice as much anti-fungal and anti-bacterial protection than standard vinyl liners. The sales woman talked us out of the liner we wanted and into the liner that was more expensive. We were told by Suffolk Liners that after a month or two, we would need to clean the liner. We had the liner installed in early June and within one week of installation (and very minimal use of our pool) we had a ring of discoloration. We contacted Suffolk Liners and sent photos and videos of the issue. The manager who we spoke with was rude, aggressive and extremely unhelpful when we explained the issue. Ultimately, Suffolk Liners told us that we needed to connect with Merlin on our warranty. The contact Suffolk Liners gave us at Merlin was not customer support but rather their sales person who was also rude and unhelpful. ****** told us that it was our fault from using sun tan lotion, etc. which was not true since we had only gone swimming a couple of times that week and the only suntan lotion used was a small amount on my two year old sons face. We informed ******************************* Liners that we believed we had a defective liner since the protective coating should have prevented discoloration in such a short period of time and very limited use. After weeks of back and forth on email and phone calls, the only solution offered to us was cleaning the pool liner (which does not solve the problem of the defective liner that is supposed to be under warranty). We were either sold a defective liner by Suffolk Liners with a warranty they are refusing to honor or Suffolk Liners and Merlin are making false claims about the protective coating on their liners.

  Business response

  08/02/2023

  *** *** *** *************************** *********
  

  ************************** signed a contract with SLC (Suffolk Liner Corp) on 3/30/23 for a new liner to be installed in the spring. We installed the liner on 5/17/23 (Mid-May). The installation process went smoothly with no problems arising. Everything that was outlined in the contract was delivered. On Friday, June 2nd, we received an email from ************************** with pictures and a video attached from what he stated was discoloration of the liner. That same day, my boss reviewed the pictures and he spoke to ************************** and informed him that what he had in the pool is what we commonly refer to in the swimming pool industry as a scum line. Our boss explained to him that scum lines are very common and he elaborated on how scum lines are formed and why he may have had one in the pool. Scum lines may be formed by a few factors; debris falling into the pool i.e., pollen, dust & leaves, lotions and body oils may cause scum lines, also an improperly maintained pool may cause the scum lines for instance pools with low PH or low alkalinity, low salt/chlorine, or any other number of factors. Scum lines occur frequently in swimming pools, and they are quite easy to clean. To clean a scum line, all you have to do is wipe it with a cloth and it easily comes off. All of this was explained to them by our boss, but they were not satisfied with this response.
                 The next day, Saturday June 3rd, we received an email from *************************** stating that we were rude, aggressive and extremely unhelpful and that we had sold her a defective liner. First thing Monday morning, we asked the manufacturer for a second opinion on their liner. ****** responded the same day and we immediately sent *************************** their response. As before, she was not content and said that their response rude and unhelpful so we took it a step further and contacted a higher representative (branch manager) at the manufacturer regarding this case in **********. This representative had more than thirty years of experience within the industry and he responded promptly to her. His response was many pages of letters and emails and to put it shortly, he restated what our boss has told her before, her liner has a scum line and scum lines are normal, frequent and can easily be cleaned. *************************** responded as before stating that we are still not providing her with a solution and that his comments are condescending. She stated that we cannot possibly know what is wrong with her liner without an inspection. She stated that she does not have time to explain the issue to this representative and she assumed that he is refusing to solve the problem. She stated that she is going to look for outside remedies.
                 We have offered multiple times to come inspect her liner, but *************************** constantly refused us access to her property. We even went as far as to offer to clean her liner free of charge. SLC always goes above and beyond to try and fix any issues or problems that arise.  We stand by the Merlin brand and can reassure that there is no defect in this liner. This liner is the top selling liner.Neither SLC or ****** can provide her with what shes looking for even though we tried for months. Additionally, all of these conversations are documented and can be provided upon request. The only thing we can do at this point is an inspection of her liner which she refuses. ************************** has a one-year warranty on labor through SLC which we will continue to honor and also a twenty-year manufacturer warranty.
  

  Customer response

  08/02/2023

  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

  This business has made multiple untrue statements about the events that occurred to try to blame a customer for the poor quality product they sell. They have refused to honor the warranty they claimed to provide with their products. They have not provided any solutions. They have been rude, unhelpful and aggressive and the worst customer service experience weve encountered. 

   

   

   

   

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

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

  Customer response

  08/02/2023

  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

  This business has made multiple untrue statements about the events that occurred to try to blame a customer for the poor quality product they sell. They have refused to honor the warranty they claimed to provide with their products. They have not provided any solutions. They have been rude, unhelpful and aggressive and the worst customer service experience weve encountered. 

   

   

   

   

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

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

*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. ↩