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Complaint Details
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Initial Complaint
01/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had heritage pool replace my pool liner ion August 2021 the next month the pool was leaking in which. I spoke with kacey H** whom I signed a contract with when pool liner was installed. Due to Covid and being behind in pool installed and after going back and forth over this leak nothing was resolved. I again reach out to the company to inform them the pool had leaked water out all the way to the bottom step where you could see the liner pulled and tore from the step. They had me send pictures of pool and told me there nothing on there end and I would need a new liner I asked about the warranty they said it would not cover it. I am now left with a pool I can not fill with water and due to the step with a tear I can’t patch and no help from the pool company. They didn’t even have anyone from the company come look at the pool.
Business response
01/19/2023
On January 19th 2023, our team went out to assess the situation. Following our contract, tears/gashes are not covered under warranty but upon good faith we agreed to patch the area near the steps where the homeowner pointed out they were losing water from.
After coming up with a resolution with the homeowner, we sent our team back on March 9th 2023. When we drained the pool and further assessed, we found multiple tears/holes with branches in the liner which appeared to be puncture holes from a tree.
Heritage Pools tried to offer a very reasonable fix. However, we were not informed of the honest truth of what occured to the vinyl liner.
We reached out to the homeowners while our techs were on site providing pictures and notified them that we were pulling them off site due to the amount of damage present.
We have not received a response from the homeowners since.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.