ComplaintsforSwimming Pool Discounters

• Initial Complaint

  05/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 27x52 above ground pool and when I received it there were 8 top seats missing so called and informed them and they told me that they would ship them, so i sent the information that they requested and i still haven’t received the parts. After numerous attempts, calls emails etc i would like for something to be done. Its been since February 2024

  Business response

  05/11/2024

  *****, We apologize for the delay in getting the missing parts to you, as we had issues with the company in New York that is responsible for supplying any missing or damaged parts from the manufacturer.

  Your parts have been shipped and are estimated to arrive on May 15, 02024  The tracking number is : ****************** via UPS.

  Once again, we are sorry for the delay and hope that you enjoy your swimming pool!

• Initial Complaint

  10/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pool order for 15x26x54'' pool ordered 8/28/23, Price of pool $3039.99. Company was unable to ship us this pool, offered a 15x25x54" pool that was more expensive at no additional cost to us. However, the pool shipped was 15x30x54" costing $2,499.99. Company has been contacted 10+ times to get a refund for the $540 difference we are owed, and they are refusing to pay us our money back. They also previously refused to provide the information for the pool we were shipped, which was then received from employee Janet on 10/12/23 (image attached). Picture was taken of advertised price ($2499.99) following phone conversation telling to call back Monday 10/16/23 to speak with mgmt. Mgmt was not available 10/16/23 and Janet then said price of pool was $2999.99 (10/18/23 picture) and our refund would only be $100 IF management approved it. Company has been very difficult to deal with and this refund process has taken 4 weeks with no end in sight

  Business response

  10/30/2023

  8/28/23 **** ********* placed an order for a swimming pool package on Swimming Pool Discounters website.  His original order was for a 15x26x54 Ocean Sea Pool - we could not ship that pool to them, we offered to send them a 15x25x54 Mirage at the same cost we would include a cordless robotic cleaner if they took that pool.   Mr. ********* agreed to the change and signed all documents including the instructions as to what the customer needed to do once they received the shipment. -  I have attached the sign copy of those documents
  9/19/23 Swimming Pool Package was pulled and prepared for shipping via Ward Trucking Company
   9/20/23 Customer had shipment in their custody, unfortunately there had been a mix up on the pool shipments going out of our warehouse.   Mr. ********* pool and another customer in California pools were mixed.  Mr. ********* ended up receiving a 15x30x54 Resin Guard, solar cover, pump and filter system and liner.  It wasn’t until later in the day when the ********* called regarding not having a skimmer for their pool that Swimming Pool Discounters discovered that there was a mix-up with the shipments the day before.  In the meantime, they went out and purchased a skimmer unit before calling us.  Since the other pool was going to CA, we were able to have that shipment rerouted back to us. The ********* had their pool installed before notifying us that there was any discrepancy, had they inventoried the boxes numbers against the packing slip and contacted us immediately we could have had the pool shipped back and the correct pool sent to them.  In fact, the customer told us that even their installers asked for additional money for installation since the pool that they were putting up was a little bigger than what they were first told.
  Swimming Pool Discounters has reimbursed them for the purchase of the skimmer unit.  We also sent them an email saying that we would send them a winter cover for the pool free of charge, and in the summer when they opened, we would offer a nice discount on something that they would need.    The cover was shipped October 5, 2023, vis UPS Ground.  The ********* received the cover and then told us they didn’t need one, they had purchased one, they never said anything when we sent the email that we would send one out that they didn’t have a use for one.
  The Pool package that they received (15x30x54 Resin Guard) included a solar cover that was not part of the package they purchased.
  October 2023 – Mrs. ********* contacted Swimming Pool Discounters asking that we reimburse them for the difference in the pool that they should have received and the one that they did receive, the difference in price at that time was $540.

  
  We understand that they received an incorrect shipment, we apologize for that mix up, it all could have been resolved had they followed the instructions on what to do when receiving the shipment, it is the customers responsibility to inventory what they received and notify Swimming Pool Discounters of any incorrect parts or missing items prior to installing the swimming pool. 

  
  On October 25, 2023,  and email was sent to Mrs. ********* stating that Swimming Pool Discounters will gladly reimburse them the difference between the pools  less the cost of the Winter Cover ($100), Solar Cover that they received and did not purchase ($110) and the Cleaner that was sent to them for taking the 15x25x54 Mirage Pool ($250) .  $540 less than the above three items of $460 leaves a reimbursement of $80. – Or they can return the items, (Solar Cover, Winter Cover and Cleaner) if they have not been used and in the original packaging.  Once they are received in good condition we will reimburse the requested $540.

   

  Please see the attached documents that were signed by the customer that instructs them to inspect the delivery.

   

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I got an email from BBB saying this matter is closed.  The matter was never resolved. Wanting to know why is was closed and how to resolve this

   
  Regards,
  
  **** *********

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well I was looking to buy a pool for my family. Was told about this company called and talked to Bob from swimming pool discounters. Sounded real great asked for a saltwater pool and making sure I had everything I would need for a salt water pool never had a pool so I asked a lot of questions. Finally got.my pool but could set it up till the following season. Had my pool installed and the guys said there's nothing different then a chlorine pool so I called they told me I got a salt water pool but never said about running salt water like really WTF! So I argued for a few weeks and everything saying about about going to the bbs. Magically I got the salt generator I needed . Then the pool cover ripped didn't even last a.seaon junk. Liner was old and wrinkles had to get them all out the protective liner for under pool they didn't have the right size so gave two 18' ones and the installers had to cut and tape together was real nice. Then the best part my filter starting blowing sand and crap into my pool so I asked they never answered me I got in touch with a local company told me my filter they gave was to small for my pool so i bought a bigger one from then worked great no more issues then to top it off the ladder had nothing to hold it down right so i had to try and make something ended up moving and ripped my.liner find out from.pool company it was supposed to have a tray at the bottom. I called they wouldn't refund my money for filter still have yet to get tray for ladder or a new pool cover I have all the emails we discussed and all the managers bob and Joe and Janet and still have not received anything back from.them or a response I asked to talk to the owner or get an email or number to contact they said it's a.group.that owns it. This company sucks don't ever buy from them!!!

  Business response

  09/15/2023

  We are sorry that the customer is not happy, however, we feel that we have gone above and beyond to make everything right. We are concerned for our customers that they receive what they pay for.

  9/1/22 -  Customer  purchased a 24x54 Mirage Resin Pool Package and signed all relating documents to the pool sale and what was included in the package.
  
  9/2/22 The Pool Package was shipped to the customer via Ward Trucking and tracking information was supplied to the customer. 
  
  9/15/22 Customer sent an email stating that he did not receive a Salt Generator or a Ladder/Step Pad – upon reviewing his order he was told that neither were part of the original order.  The customer provided an email quote that did in fact list a Step Pad, however it was never put on the order, and he never paid for one. There was no mention of a salt generator.  His Salesman told him that the size step pad he would need was on backorder we had larger ones that he could have, however he would have to cut it down, or wait until the correct size came in.
  
  9/20/22 His Salesman shipped out  the larger step pad and a Salt Generator to the customer, neither item was on the original order the value of both items is $ 649.98  (Salt Generator $599.99 &  Step Pad $49.99) plus shipping costs.
  
  5/16/23 Customer sent another email saying that the  Pressure Gauge on the filter tank was leaking, his salesman had a replacement gauge shipped to the customer.
  
  7/10/23 Customer contacted us again  - He said that he had problems with the  sand flowing back into the pool, he had 3 other pool companies look at it and tell him that the filter is too small for the size pool he purchased and that he needed a larger unit.  In the meantime, the customer went out and purchased a larger unit for $600 before notifying Swimming Pool Discounters of the problem. He was asking about reimbursement for purchasing the larger unit, at this time he was put in contact with our Store Manager who was working with him after the fact.  He explained to the customer that an 18” Sand Filter is within the standard recommend filter/pump for his size swimming pool and emailed him the paperwork indicating this.   
  
  The customer (1) never made us aware that he had an issue with the sand flowing back into the pool or (2)  Upon reviewing his order and shipping documents it was discovered that he was in fact shipped an  18” Sand Filter , when he in fact ordered and paid for a 23” Sand Filter.  All customers are instructed to do an inventory of everything they ordered and received with 72 hours of receiving their shipment, even if they are going to install the pool at a later date, had he informed us in September 2022 that he received a smaller unit we could have gotten that fixed and he would not have had to spend the additional $600 to replace it., If anything, we would have owed him the difference between the two filters sizes which was $100
  
  7/11/23 - Customer indicated that he wanted some sort of refund for the $600 purchase of a larger unit or refunded the amount for the unit that he paid Swimming Pool Discounters.
  
  7/24/24 -  Our Store Manager had tried to call the customer several times and could never get in touch with him.  Through several emails back and forth the customer is now saying that the screws are not stainless the winter cover ripped, He is also saying the ladder didn’t come with the part to hold them down, he is referring to a set of ladder/step weights which is a separate item for purchase.  The customers’ statement about the liner being old – all liners are brand new, packaged from the manufacturer and shipped out, we do not accept any liners previously sold and returned.   Customer purchased a basic blue overlap liner.
  
  The customer wanted us to give him a solar cover reel, EZ Drain Cover(upgraded winter cover) and could we do some sort of a deal with a heater all as compensation for the problems that he has had.  Our manager responded saying that we sent you a $600 salt generator that you didn’t have to pay for, a replacement pressure value and a larger ladder mat all at no additional cost to you. 
  
  The original issues were all addressed. The filter was the wrong size from what he ordered and paid for that was a $100 difference.  The customer never notified us until almost 9 months later about the mistake on the filter, and only after he went and purchased a larger unit.  Had he contacted Swimming Pool Discounters we could have swapped out the filter.  All  of our products have warranties with the manufacturer any defects in any of the items , the customer could have worked with the manufacturer for replacement or repair.
  
  As of July 27, 2023, the customer is waiting for the part to hold the ladder down and a EZ Drain cover these items total $319.98 (Ladder Weights $49.99 + EZ Drain $269.99)
  
  We feel that the issues were addressed for product that he paid for and received, and as far as compensation for anything he has already been given $666.97 in additional product which far exceeds the difference in the sand filter that was purchased and sent.  Therefore, we are not sending out step weights or an EZ drain cover to the customer, if there are any other issues with the ladder, he needs to contact the manufacturer.

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Ok I made my first pool purchase. I constantly asked them if I had everything I needed for a saltwater pool they keep reassuring me I did. I also told them that I wasn't installing till the following year and I had no idea what I was looking at never installed a pool. I had a pool company install the next season they notified me stating was just a regular chlorine pool nothing for salt. I contacted them and they told me I bought a salt.water pool but never told them I wanted to run a salt water pool but if you ask for everything for a salt water pool wouldn't that mean to you for a saltwater pool not chlorine correct? I keep talking to them and they denied and agured with me until I told them I was contacting your company they magically had one for me. Listen I'm not asking for a.million bucks I want the part for.my.ladder so I can hold it down and my liner stops getting ripped and the cover with drain since only a.little more then the original one I ordered which didn't last a season and still under warranty so wouldn't.have cost them anything but as far as the filter yes I did have sand blowing back in and I had no idea but when I sent emails to the company before they wouldn't always answer so I contacted a company closer to me Incase I had any issues and they were very helpful so they said it was.to small and Joe the manager told me they sold me the wrong size but could t refund me so what can we do to make you happy so I told them what would and we.wouldnt have this issue we do know but they said they did enough for me and were done with attitude. I asked repeatedly for the owners.email or phone number and name and they wouldn't give it keep going to next person then said was a investor group or whatever. But still no name.and number to complain. First thing customer is always right but I've been very nice about the whole thing and they wouldn't give me what I should have had in the first place. Took forever and as far as Joe the manager calling me I had number I didn't know call me I don't answer but as a business calling don't you think they would leave a message so you know they called and could get a.call back. I sent email and emails and nothing then finally talked to him and that's when he asked me what we can do to make it right we did send wrong filter. But can't.refund it so I did ask about the solar cover reel and heater for a.deal since he said could get a good.price. and I said I wanted the cover with drain on it since.mine was ripped and under Warranty. The stainless steel hardware isn't rusting like they should it's brown not green and the liner the pool company told me must be old even in a wrapper could been on a shelf for years who knows how long. But anyhow I want my ez drain cover and the difference for the filter so if it's a hundred I want the $100 and the cover and the step rails for me to hold the steps down. If not I'll asked for a new liner since got ripped since.never had the right stuff and was not extra that's.dumb and they try.screwing.people who don't know just.look at the reviews on yelp. They give me the cover for pool and the $100 and the part for my ladder I'll let it all go  if not we will keep it going.
  Regards,
  
  ****** *******

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/14/21 I purchased a pool and accessories from Swimming Pool Discounters on layaway. I received the pool in the spring of 2022 and assembled the pool later that summer. In July of 2022 I first opened the Kraken pool cleaner and discovered it was used and I purchased a new unit. I contacted the company and tried to come up with a resolution. None was reached. I had phone calls and emails to try to come up with a solution. At one point they offered $100 credit but never issued that either. Now, they are unwilling to do anything for sending me a used unit that also does not work. I would like to return and get my money back. I attached the invoice. The price of the cleaner is $300.

  Business response

  07/19/2023

  We apologize for the issues with this product.

  Customer Duane Felton purchased a Swimming Pool & Equipment which was delivered  in the Spring of 2022.
  May 28, 2022
  The customer indicated he felt that the cleaner was a used cleaner, it had dirt in it.  We Offered a Store Credit for $100 that he could use toward any  purchase
  May 30, 2023
  The customer indicated that the cleaner didn’t clean effectively. He used it a little in 2022.  He was inquiring about a full refund on the unit or a replacement.
  June 13, 2023
  He was given  the telephone number to KRAKEN (the manufacturer) to see what they could do for him before we would do anything else.  Swimming Pool Discounters no longer carries that exact unit.  The customer indicated that he called Kraken, he guessed it was kind of working the unit picks up some loose debris.  Earlier Swimming Pool discounters had offered to give him $100 Store Credit which he said he was looking at the Suction Vacuums, but never said he wanted to order one.
  July 17, 2023
  The customer emailed a note that he had purchased a vacuum elsewhere so credit is no longer an option, and he would like to return the KRAKEN unit for a refund.
  July 18, 2023
  Swimming Pools discounted sent the following email to the customer.
  Duane, Swimming Pool Discounters will send you a return UPS Label to ship back the Kraken Unit, the factory should have replaced the unit for you.  We will refund the purchase of the Kraken unit.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I put a pool on layaway during the off season/pandemic. After hurdles with the city building codes and health issues I decided to not put in a pool and requested a refund. I got the run around that they did not have my order until I provided proof. Was then told could only be store credit. Ok so this year I again email asking to use my credit and they have no idea what I am talking about. Last heard from them on the 20th. I am going to have to seek legal action to recoup my $1200.

  Business response

  07/07/2023

  
  ******* ******
  5/12/21 – ******* ****** ordered a 21x54 Resin Guard pool from Brian.  The order totaled $2675, she put a deposit of $1200 down on the swimming pool.  The contracts were sent to her via Adobe Sign for signature .
  5/13/21 -  She sent an email in asking what this was (since it was coming from Adobe Sign not a person she was not going to open the link) I told her that is was the documents for the pool that she purchased with Brian the day before and they needed signed, at that point she never indicated that she didn’t want to proceed with the transaction.  The forms were never signed or returned.
  June 2022  - ******* ****** called and requested a refund of her deposit, she said she never signed the paperwork.  If her intent was not to complete the transaction, she needed to communicate that to her salesperson immediately upon receiving the documents to sign, nothing was ever conveyed to Swimming Pool Discounters that she didn’t want to go through with the purchase.  Since it was over a year, she was off the active list, and it took some time to research the transaction.  Bob asked Dale if she could cancel the pool sale and get a refund for her $1200 deposit.  She was told that since the pool was tagged for her, there would be a restocking fee of 30% of the total sale which would be $750  - her refund amount would only be $ 450.  Nothing ever happened at that point.
  June 2023 – ******* ****** reached out to me asking about the refund.  At this time she indicated that she had been advised last year that she couldn’t get a full refund but that a store credit could be issued, she couldn’t use the store credit in 2022  she didn’t have a pool, since then she has a pool and wanted to know if she could get her full refund of $1200, or how she could use the store credit of $1200 – at that time I told her that I didn’t see anything indicating that she was getting a store credit, that I would have to look into it and  locate the file from storage. 
  Around June 20th She indicated that she just wants her refund of $1,200. I found the file and there was nothing about store credit or how much it was going to be – in the meantime she filed the BBB Complaint.
  We will issue a refund to Ms ******, however the refund will not  be in the  full deposit amount of $1200.  Pool Cancellations are subject to a restocking fee of 30% since the pool had been tagged in our warehouse and held for her.  If her intention was not to proceed with the order, then it should have been conveyed to her salesperson upon receipt of the contracts. 
  
  $2500 (Swimming Pool Purchase)  30% Stocking Fee is  $750.00
  Deposit $1200 - less $750 - less additional $150 for storage for 2 years
  Refund $300.00
  
  
  
  
  
  Emailed to ******* ****** July 3, 2023
  
  I have looked into your  BBB Complaint  regarding your request for a refund of the deposit made on 5/12/2021 for the swimming pool purchase and spoke to a manager about the refund.
  
  Swimming Pool Discounters will issue a refund to you; however, the refund will not  be in the  full deposit amount of $1200, which I believe had been communicated to you when you first inquired about canceling the pool order.  Pool Cancellations are subject to a restocking fee of 30% since the pool had been tagged in our warehouse and held for you, if your intention was not to proceed with the order then it should have been conveyed to your salesperson upon receipt of the contracts. 
  
  $2,500 (Swimming Pool Purchase)  30% Stocking Fee is  $750.00
  Deposit $1200 - less $750 - less additional $150 for storage for 2 years
  Refund $300.00  - I will need to have your credit card information to process the refund as we do not keep credit card information on file. 

  Customer response

  07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This buisness has no signed contract and their terms were never stated as they claimed. They never reached out to me in over two years. I am filing a case in small claims court. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a pool from Swimming Pool Discounters on September 9 2021 for $2815.86. It was a 27'x52" resin pool special. I was dealing with Bob 412-266-9221. He helped us purchase our pool and upgrade our liner to a beaded liner. Our pool was delivered September 22 2021 to the trucking terminal where we went and picked it up. When we got home Bob had told us we needed to go through everything to make sure everything was there and not broken which we did and we had two things broken. I emailed Bob and he sent the parts right away. Since it was the end of the season we we stored the pool in our shed. They new we were not putting it up until next year and nothing was said to us about putting the liner inside. This isn't the first time i have purchased a liner and kept it over the winter months. We had some deaths in the family so it took longer to to put the pool up. We were just replacing our old pool so we knew what we were doing. When we got the pool up and started to add the water we knew something was not right the walls started to pull in. I called Swimming pool Discounters they gave me a number to an installation person who said was really good. that could help us out. Well I still have not heard back from him. I called back again talked to someone else and that's when they said I stored the liner wrong since I kept it in my shed I should of kept it in a temperature controlled room. I was never told anything about storing my liner in a temperature controlled room and it does not even say that on the box. They then say well we don't have one here for you sorry. I had to go to Amazon and pay $614.78 for a new liner. I feel they could at least give me my money back or half of my money towards the new liner. I have even emailed them twice and they will not respond to me.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an above ground pool from this place 4 years ago. Last year I started noticing my water was always low even after filling it, it would drop by the next day even with no one in the pool. I have reached out to the company to figure out the steps I need to take for warranty since everything is still covered. This year I noticed the actual frame of the pool had started rusting in one spot that always seemed to be wet so i figured that was the cause of losing water. I got in touched with a customer service rep who i sent the invoice to showing the pool model and date of purchased like they asked. They said they would forwarded it up to a supervisor because they did not have access on warranty information. I have waited a week and heard nothing so emailed them again and they asked me to create a new email with what the issue I was having so I did that and sent it back to them, they responded and said it was again being forwarded up. I have been dealing with this for almost 2 months now and have not heard anything back for the past weeks. My pool is now non useable because I cant keep filling it daily to maintain the water level for the pump to work and I cant drain it because it would collapse in on itself because the type of frame I have and I have no are to store while I hope the company gets in touch with me with a resolution to my warranty. At this point if they are not going to stand be hind their product and warranties I would like a full refund of what I paid for the product.

  Business response

  07/08/2022

  We apologize for the delay in getting information to you, and actually, the employee that you were dealing with has been fired for not doing her job as is expected.

  We have been in communication with you over the past few days and have given you instructions on how to proceed with your warranty.

  The liner and the pool are both warranted through the manufacturer and both came with warranty cards specific to your purchase.

  Please let us know if you need any other assistance.

  Customer response

  07/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a pool from Swimming Pool Discounters on 06/15/2020 and on 06/14/2022, the liner separated and destroyed our pool. I contacted the company to inquire about how to get it replaced as the pool has a 35 year warranty and the liner has a 15 year warranty and it was 1 day shy of 2 years from Purchase. I produced the original receipt for them and because they did not clarify on the receipt who the manufacturer of the line was, I was told they could not help me. I have contacted several times since then and keep getting the run around. This is truly poor customer service! We weren't even seeking damages for the yard or deck. We just wanted the pool replaced under warranty.

  Business response

  07/01/2022

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

  We are sorry that you have had a problem with the liner. We have tried to help you but we don't have the information that came inside the liner box.

  The liner is under warranty, but like all other products that you purchase with a warranty, there was a warranty card in the box with the liner when you received it.

   The warranty card has the size of the liner and the specific serial number of that liner.

  We do not have access to that information as it is only inside the liner box and we do not open the boxes so the customer knows that what they receive is a new liner.

  Unfortunately, the only way to warranty the liner is with that specific information and it is the customers responsibility to retain all warranty information that comes with their products.

  Without that warranty card, we are unable to assist you.

  Once again, we wish we were able to help, but we need that information.

  If you come across it in your records, please let us know and we will do all we can to assist you.

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I had our pool installer search the entire liner and found and found this ************** *** ***** ****** ** *** **. I have emailed the company and still have had no response from them. They advertise these warranties but do nothing to assist if and when you need help. The don't add needed details to the orders and their customer service is abysmal. They just say not our problem take it up with manufacturer. They need to be upfront about the fact that they are just a middle man and really don't care what happens after they get your money. 
  
  Regards,
  
  ***** *********

  Business response

  07/20/2022

  ******

  Our apologies for the delay.

  Your replacement liner shipped out yesterday, the tracking number with *** ** ******************* It should arrive tomorrow.
  
  We are working on the pool.

  Thank  you for your patience.

  We will contact you via email regarding the pool.
  

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  This is the response I received regarding the pool

  ***** ****** ***, Jul 30, 6:24 PM (3 days ago)
  
  Good Afternoon ******
  What I have been told is that we can get a new wall for you, however there is a cost involved that you will have to pay $500 for the wall  $500 + shipping - I can get you a shipping cost on Monday as our Shipping department is closed on the weekends.  
  I believe that our communications person took care of responding to the BBB complaint that had been filed with the same information that I just provided to you as well as that the liner replacement had been taken care of.
  Thank you
  Janet 
  Swimming Pool Discounters
  ******************
  ************

   

   A 35 year warranty on the pool and 15 year warranty on the line, on a pool that barely lasted 2 years (Purchase date 6/16/2020 didn't get delivered for several weeks after) Should NOT involve a $500 charge for a wall. I could understand shipping, but there should be NO cost involved in replacing the ENTIRE pool. The Liner manufacturer should be liable for the cost of replacing the pool as their defective product is the cause of collapse and destruction of the pool. I have provided the requested information regarding the liner. and at this time, I have only received a liner that does me absolutely no good without the replacement pool. This shouldn't even have been an issue as the company proudly advertises the warranty. however when a customer tries to use it, i get the run around and no response from MULTIPLE emails and phone calls. It wasn't until I made a complaint to the BBB that anyone there even bothered to respond to me. I myself am a business owner, so I understand the power of great customer service. This is NOT that. This was an expensive purchase, not just a cheap pool from Walmart. A warranty was part of that purchase. I expect your company to stand by that as I would for any customer of mine!

  
  Regards,
  
  ***** *********

  Customer response

  09/19/2022

  It is still not resolved. 
  
  I have reached out to the company numerous times. and got no response until I filed the complaint. 
  
  I have been communicating with:
  ***** 
  
  Swimming Pool Discounters
  ******************
  ************
  
  who keeps giving me the run around. 
  
  7/19/2022 I was first told that under my warranty, they would just replace the liner,
  
  07/21/2022 Liner received an update on the rest of the pool and was told she was out of the office. 
  
  07/25/2022 asked if it was ok to have the destroyed pool removed. Have never gotten an answer. It's still in my backyard. 
  
  007/29/2022 Asked for update
  
  08/04/2022  I was told I would have to pay $500 plus shipping for the wall only. I responded that it was unacceptable as the pool had 35 year warranty and liner had 15 year and I purchased 06/15/2020 and it collapsed on 06/14/2022.
  
  08/08/2022 I was then told that the $500 plus shipping was for the entire pool but they had to find out how much shipping was. 
  
  08/09/2022 asked again how much shipping was and requested to move forward. No response.
  
  08/16/2020 asked for an update. No response.
  
  09/02/2022 asked for an update and to move forward with replacement. No response.
  
  09/07/2022 asked for an update and to move forward with replacement.  She blamed the shipping department for not getting back to her.
  
  09/16/2022 asked for an update and to move forward with replacement. Her response: I'm waiting on a cost to ship directly from the manufacturer so that is the holdup trying to get the cost from them since it's coming internationally. I will do my best to get something for you in the early part of the week. I am not in the office today.
  
  09/19/2022 asked for update and to move forward with replacement
  
  This has gone beyond reasonable and customary. and the only time they do ANYTHING is when i report to BBB.
  
  Can you please assist me in this issue?
  
  I have copies of receipts and all the emails. 
  
  Thank you,
  
  ***** *********

  Business response

  11/04/2022

  From: JANET ****** *******************>
  Date: Thu, Nov 3, 2022 at 4:53 PM
  Subject: Complaint # ********
  To: ******* ***** ***************************
  
  
  Customer:  ***** *********
  Complaint# ********
  
  Swimming Pool Discounters shipped a replacement pool to *** ********* on November 1, 2022 via R&L Carriers Tracking * *********  and provided these details to her.
  
  
  Janet 
  Swimming Pool Discounters
  ****************** ************

  
  

  Customer response

  11/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, It took reporting here and over 5 months and cost me $900 to have it replaced under the warranty. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  06/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a swimming pool in installments and am unable to get my item....like other complaints against this company, they continue to promise shipment and each day there is a different excuse about why it hasn't shipped. I believe this is a total scam. I paid the pool package off in May after making installment payments and I just get a daily run around excuse. Summer will soon be over in Maine!

  Business response

  06/14/2022

  *** ******

  We apologize for the difficulty you have endured with your pool order. We do not give the run a round, we can only tell our customers what the manufacturer tells us.

  As you know, there have been supply chain issues in every facet of our lives due to the pandemic and we are at the mercy of those supply chain issues. We get promised delivery dates, and then the manufacturer changes the date, again and again. It is also very frustrating for us.

  You have disputed the charges on your charge card and we have accepted those disputes and the money has come out of our account to be returned to you by your bank.

  We wish you the best of luck with purchasing a pool and again apologize for the delay. 

  Your pool was not paid in full until May 23, and you disputed your credit card charges on June 3. At that point, we were ready to ship your pool.

  Regards,

  Swimming Pool Discounters

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This business literally had a different excuse about why the pool was not shipped out every day for several weeks. Supply issues were rarely mentioned. I inquired after reading so many BBB complaints about the same problem I had. I called almost daily between May 24 and June 3 and each day it was a different story....it's on a pallet, the delivery truck didn't;t show up, we don't have the right supplies......every day I was promised it would ship out "the next day". No thank you! I hope no one actually buys from this business - what a scam!

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****

   

   

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 21' round pool kit (j bead liner, 1 1/2 hp 2 speed pump, 23 inch sand filter with base, valve, hoses, connections, skimmer/return kit, drop in pool steps, smart led pool light, premium maintenance kit, and Dolphin active 10 electric pool cleaner) on 11/24 via laway contract. Final payment was made 02/24/22. I contacted Swimming Pool Discounters for update on order on 03/23 via phone for an update and was told they would receive from manufacturer on 04/01 and item would ship shortly after. I've followed up with multiple e-mails asking for an update without a response so I called again on 04/12/22 and was told they would be receiving the following week and would ship week after. The pool did not come in the following week as mentioned and I had to follow-up since I did not receive an update. I proceeded to call on 04/25/22 only to be told that it would be in Wednesday (4/27) and would ship the following day. I tried calling again on 5/4/22 and no answer. Since last phone call on 4/25/22, I have not received an update or response to e-mails/call. At this point I want a full refund so I can purchase comparable product elsewhere as I don't believe they are getting pool anytime soon and keep trying to buy time everytime I do get a response. I say response since they never correspond proactively or provide update to order status without the customer following-up/inquiring.

  Business response

  05/11/2022

  Mr. *****, We apologize for the delay in delivering your pool. Our company has had a supply chain issue just like most companies following this pandemic. The manufacturer kept promising delivery to us and changing the delivery dates. The freight companies do not have enough drivers as there is a shortage of drivers throughout the industry.

  Bob has had conversations with you over the past several days. Your swimming pool did ship out yesterday and Janet emailed you the tracking information and called you to let you know.

  Once again, please accept our sincere apology.

*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. ↩