ComplaintsforJ B Pools

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a winter cover from ***** (owns JB Pools) in 2018, who told me he only gets his covers from ****************** Trusting him, I ordered one and JB Pools delivered and installed it during pool closing in 2018. At pool opening in Spring 2019, I noticed large rust stains on my liner caused by rusting clips from the cover. It happened again in ***************************************************** 2021. ***** promised to get the stains out of my liner, but now has altogether ceased communication, and I even had to bring the cover that he sold me to the manufacturer on my own time to have more ***** clips replaced because he refused. He did nothing to remove the stains. I am left with a ruined liner and a business owner who wont accept responsibility for the poor quality of the product he sold me. The liner should be returned to its pre-installation condition, at no cost to me, which may involve installing a new pool liner if the stains are permanent.

  Business response

  01/06/2022

              UNFORTUNATELY, THIS IS THE FIRST TIME I RECIEVED THIS EMAIL THIS COVER WAS INSTALLED PROPERLY AND YES, THE ***** DID **** ON THE COVER I BROUHT THE COVER BACK AND WAS REPAIRED.
  THE COVER ***** DID NOT CAUSE THE **** SPOTS ON HIS ***** BUT I REMOVED THEM ANY WA Y. THE COVER ***** ****ED AGAIN AND I EXPLAINED TO HIM THAT IT WAS AMANUFACTURES PROBLEM AND I WOUD TAKE THEM BACK BUT HE PROCEDED TO CURSE AND THREATEN ME AND THE GIRLS IN MY OFFICE .I TOLD HIM TO CALL MERLINTHAT I WOULD NOT TO ANY MORE WORK FOR ANY ONE WHO TREATED ME OR MY EMPLOYEES LIKE THAT AND I MADE ARANGEMENTS FOR HIM TO HAVE COVER DROPPED OF AT MERLIN TO BE FIXED .YOU CAN VARIFY THIS WITH ********* AT ****** IN DEER PARK AND SHE WAS ABUSED BY HIM AS WELL.THE ONE THING HE FORGETS IS THAT I HAE BEEN TAKING CARE OF THE **** FOR APROAMATLY TEN YEARS SINCE IT WAS BUILT FOR OLD OWNER AND THERE WAS STAINS ON THE ***** JUST LIKE ANY 10 YEAR OLD ***** THANK YOU ***** FEEL FREE TO CALL ME ANY TIME FOR AN EXPLANITION ************
  

  
  

  Customer response

  01/10/2022

  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:

   

  Unfortunately, there is nothing in the response that is helpful in resolving this and I simply refer back to my original narrative for an accurate account, including evidence and facts, of what is occurring.  As I stated in the narrative that I attached in my original complaint from October 5, I have been following up with JB Pools since 2019 to correct the damage they caused to my pool.  In fact, you can see from his very response here that he ignored your repeated outreach on my complaint (in this case, for more than three months), which is consistent with my experience.  I was direct in my communication and clearly communicated my expectations to whomever I was able to get on the phone (which was usually, as he puts it, "the girls in [his] office") but I was never abusive. 

  Before the installation of the cover, my liner was completely blemish-free.  The stains seen on the pictures I attached to my original complaint are clearly and directly associated with the faulty cover installation because (1) they are on the portion of the liner that is DIRECTLY BENEATH THE ***** LINER, and (2) the stains take the forms of the very same ********************* from the cover that caused the damage.  I even have a piece of one of the ********************* that caused the liner damage in my possession, if inspection is desired.

  Finally, I purchased A single PRODUCT from JB Pools.  That means I purchased directly from JB Pools (1) a cover and (2) the installation, which collectively is the PRODUCT.  It is irresponsible and I suspect there are consumer protections that prevent a company like JB Pools from selling me their PRODUCT and then refusing to cure and insisting that I work directly with a component manufacturer to cure.  I didn't buy the PRODUCT from any company other than JB Pools.

  
  

  Business response

  02/11/2022

  In response to the previous complaint, I tried to resolve the customer's concerns more than once and then I advised him to go directly to the manufacturer of the company who made the cover.  The customer was very rude and abusive to me, my employees, as well as the rep at the manufacturer of the cover company, when he did contact them.  There was simply nothing anyone could to do make this customer happy. If the customer was that unhappy with the ********************** performed, he should have never paid me until the situation was resolved to his satisfaction.

   

  Thank you

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

  Customer response

  02/23/2022

  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:

  As I stated in my original complaint and subsequent responses, the business owner did not attempt to fix the problem, which was a stained pool liner from damaged caused by the faulty cover that he installed.  The stains are still there, the pool liner is still damaged, and he has not removed the stains.  In addition, he states in his response that I shouldnt have paid him if I wasnt happy.  The flaw in this statement is that the cover needed time exposed to the weather to rust and ruin the liner, but I paid him promptly for his service so had no recourse there.  
  
  Therefore, I continue to remain dissatisfied with my unresolved complaint and, in fact, the business owner has not directly addressed it at any point over the course of these communications.  If the business owner reimburses me for the cost of the cover that I paid him, plus interest on the balance that has accrued since I paid it several years ago, I would conclude my complaint satisfactorily resolved.
  

  
  
  
  
  
   
  

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