ComplaintsforLiquid Pools

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Liquid Pools built a pool for us on a new custom home project and pool has never worked properly and has had several issues, the worst of which is pool is leaking severely, which was still under warranty and they never addressed after repeated communications about problems and needed repairs and then wait they wait till after the warranty expires and make claims the problems are past warranty period. We told them numerous times the added salt maintenance requirements are several times what they should be and indicated we were continually losing water. They knew the probable cost to fix was going to be expensive and considered involving their pool shell contractor and even their insurance company, but eventually said they can't help because a pool leak contractor quoted a price which they decided they didn't want to pay and then they claim out of warranty.

  Business response

  04/13/2023

  This pool was completed in March 2021.  We responded to concerns about a leak in September of 2021 and even got a quote for a pool leak detector to come out and assess the situation.  We offered to pay for the service if a leak was indeed found.  The builder told us to hold off on the service.  We have email documentation supporting this.  We heard nothing further of a potential leak until August of 2022.  At this point, the customer was clearly outside the warranty window, but out of good faith, we scheduled the pool leak detection.  The customer canceled the service the day before stating it may not be necessary and they were looking into other options.  A month later, the builder asked once again to have the assessment done.  We scheduled the service, paid for the service and for one of the repairs that constituted a leak.  Beyond that, more assessment was necessary.  We agreed to pay for further testing and paid for part of the repair to the crack in the plaster.  We did look into filing with insurance and yes, also reached out to plaster installer for their perspective. We also reviewed our warranty, which was quite explicit that we guarantee the structure of the pool for one year only.  In light of this, we feel we have done more than required.  We are sorry that there continue to be problems.  There are many possible factors/variables that may play a role, including work the builder did with the pool deck, and therefore, it is not reasonable for Liquid Pools to be held accountable for further repair.  

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