ComplaintsforGLI Pool Products

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Having an issue with the GLI In-ground Vinyl Pool Liner that was placed in May 2020 by Juliano Pools. The liner has significantly faded in three years (see attached). GLI has offered to replace the liner at a 75% off discount, but will not include labor or new water. I feel in three years for the amount of money it costs to put in the liner, it should not fade to that extent. I would like the liner replaced in full, not 75% off. GLI states the warranty only covers liner separation and the liner could fade within a month after placing the liner. I wish I was told that when I purchased the liner. It is a salt system and not chlorine. My water has been checked monthly at Leslie Pools with normal results so the chemicals have not caused the fading (see attached). Also, they state that having a solar cover will cause the fading. I have a used a solar cover only a handful of times. I feel for the money spent, the product is not quality. I would like the liner replaced at 100%. I have spoke with the company and they have been very argumentative about the situation and not customer friendly. They dont even return my phone calls. Juliano Pools has also tried to work with them in my favor, but they will not.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A new liner from GLI was installed in our pool in 2019. In the 2023 we noticed that the liner was fading in the deep end of the pool. We contacted our installer, and they took pictures of the liner to submit to GLI. The installer contacted us a couple of months later after meeting with GLI and informed us that GLI said the damage was caused by pool chemicals. We then contacted GLI via email and gave a history of 30 years of pool care with no damage to previous liners. Our installer had a record of documented care throughout this time period. They informed us that the warranty did not cover such damage, just seam separation. They were very impersonal in written communication. We mentioned commonsense in light of the evidence presented and the fact that manufacturers do make defective products. They then ended by saying they would provide a discount on a new liner if we purchased one. We explained it would cost us another $7,000.00 in less than five years and their business longevity would suffer with this resolution. I asked if this matter was closed, and Matt replied that if the damaged liner was not cut out and sent to them for inspection, yes, the matter was closed. We wanted people to know this information. We will not use this product again, lesson learned.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My liner was installed the first week of May 2020. At the end of season 2021 the liner developed two wrinkles in the liner. During the season of 2022 the liner had over 20 wrinkles throughout the bottom of the pool, I have a sports pool, shallow on the ends and deeper in the middle. The line was a custom design liner, and the gold warranty plan 3-year liner installation defect was purchased. I have had an inground pool for 21 years with an Aqua rite Hayward Salt Chlorination system the entire time. My first liner lasted 18 years with no issues, the only reason we purchased a new liner was the fact that my original liner was faded, it had no wrinkles or leaks. After multiple discussions on the phone my installer was directed to send pictures via email to the warranty department. **** * from GLI customer service responded with an email on January 23, 2023 at 4:59 pm EST stating that the reason for the wrinkles in the liner was due to a chemical imbalance in the pool specifically sanitizer (Chlorine or Bromine). First, I have used a chlorinator for 21 years which controls the amount of chlorine produced, second this did not happen the first 18 years. After letting my installer try to rectify the issue, I contacted GLI myself and was met head on by some very rude customer service representatives, specifically Matt and Mary. They said since I was disputing the manufacturing of the liner due to the entire bottom of my pool having wrinkles that I would need to cut out a section of my liner and ship it to the facility to be analyzed. This is unacceptable for multiple reasons, one I would have a liner less pool while waiting for the company to conduct an inhouse analysis of the liner, two I have found multiple reviews on line with the same issue, the answer to each warranty question is a chemical imbalance and that it is the users fault. Two of multiple pictures showing wrinkles attached as well as invoice showing full liner warranty. GLI is a subsidiary of Latham Pools.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a pool liner seams came unglued in less than a year left me with a $4000 bill to install another new liner. Keep getting a run around from this place. They say it’s in tbe swim problem. In the swim says it Gli issue. Not getting anywhere. Just want my refund back

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BBB Background: Business provided lining of pool 11/2020. Business committed to provide a defect free liner, in particular the seams of the liner would be free of defect. As per the warranty a liner with a defect of the seam would be replaced. The business has made every effort to make it impossible to replace the liner and has used tactics such as delayed response and not providing a reachable line. Complaint background: I had my local pool store, whom closes pools come and assess the liner they put in. They confirmed that the tear is along the seam. They strongly recommended against your request for a cut out of the segment of the liner because it is an above-ground in-ground pool and the seam defect is located on the floor of the pool, therefore it would mean that the entire structure will collapse during the interim without the water support because of the in **** pressure form the ground surrounding the pool. In effect you are asking to destroy my pool just to show the seam. Furthermore the diver who repaired the seam and the company who put in the liner in both said they have never heard of a company request someone to cut out the liner, because it moronically, further destroys pool integrity. Both the professionals who assessed the defect are willing to confirm the defectiveness of the pool and the timeline. They both stated that it is clearly on the seam and that your company needs to provide a replacement liner for when the whole current liner goes, so that the structure is not impacted and destroyed.

  Business response

  10/26/2021

  Good Morning,

  We're sorry to see that you're experiencing an issue with your above ground pool liner. While the pictures provided do not definitively show that a seam has separated or that a manufacturing defect has occurred, we understand your position. As a goodwill gesture we would be happy to offer a replacement liner at no cost to you. Our customer service team will be in touch with the details later this afternoon. If you have any other questions or concerns please let us know. Thank you.

  Customer response

  11/02/2021

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

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*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. ↩