ComplaintsforPool Warehouse

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 19th, 2024 I ordered a pool light, for $ 1103.94 ******************************************************************************** I received the order on or about July 1st. On July 1st I opened the box and discovered the light to be broken, with a loose transformer inside which appears to have broken internal parts while rolling around. I sent a message to customer support with pictures requesting an expedited replacement. I head back from customer service that I must contact the manufacturer directly, which i did. After exchanging voice mails for several days I finally spoke to the manufacturer who stated that they only deal with pool professionals and that I must speak with the pool warehouse since i bought from them. I have had many e-mail exchanges with Pool Warehouse, as well as spoken on the phone. They indicated that they would contact the manufacturer on my behalf to file a warrantee claim, despite this not being a warrantee issue. This morning 8/6 i received a message from Pool Warehouse, forwarded from the manufacturer that I must hire a pool professional to evaluate and submit a warrantee claim. Stating that their lights are not sold to consumers. This is ridiculous, Pool warehouse sold me a light that arrived broken and either needs to refund my money or replace the light. There is nothing on their website that says anything about the light not being sold to consumers, quite the contrary. How or where they obtained the light prior to selling to me is not my concern. This had gone on for 5 weeks now and I still have no resolution. I simply want a refund so that I can purchase the light from another vendor, OR a replacement light. I have now spend dozens of hours trying to find someone who can help me with this reasonable request. I have all e-mails that I can provided if helpful.

  Business response

  08/20/2024

  We apologize for the confusion on this order.  A new order is being dispatched. 

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We never received several parts essential to our pool. The stainless steel frame was not there. We were missing; 54" walls, 9 " top seat, resin tracks and resin connectors. We have had several calls with the customer service manager, email messages to NO AVAIL. We just want what we paid for ASAP. Instead they want to charge us again....VERY POOR BUSINESS PRACTICE

  Business response

  07/01/2024

  As explained on SEVERAL occasions to the customer, the issue at hand is at the creation of the customer's negligence.  Upon delivery,  the customer signed the receipt acknowledging that all items were received in good condition. It is essential to perform a full inventory check at the time of delivery and report any damages or missing items immediately. Unfortunately, it appears this step was not taken by the customer.  
  
  For your reference, the shipment details are as follows:
  
  - **Pro Number**: **********
  - **BOL Number**: ************
  - **Pickup Date**: 05/14/24
  - **Delivery Date**: 05/20/24
  - **Pieces**: 2
  - **Weight**: 1478 lbs
  
  The above-ground pool kit's substantial weight, primarily due to the wall, confirms that all parts were included in the shipment. Attached, you will find the delivery receipt that outlines each item shipped. This receipt, provided by the customer, indicates that you had the necessary information to conduct a proper inventory check. Additionally, concealed freight claims must be reported within 5 days of delivery. Unfortunately, we did not receive notification of any issues until 30 days post-delivery.  Given these circumstances, it is evident that the issue arose due to the lack of immediate inventory and reporting on your part. We understand this is a frustrating situation, but adhering to the delivery and reporting procedures is crucial for such shipments.
  

  Customer response

  07/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This purchase has been difficult since the get go. I initially tried to purchase this with my credit card and we/Sales Agent ***** and I  included the ******* *** people and Pool Warehouse did not accept it a charge. We spent nearly 2 hours trying to no avail. I do not like to do large purchases because they have little to no protection if the business doesn't honor their obligation. I was given 2 options I could write a check or do a wire transfer....neither one protecting the consumer. With the Pool Warehouse there has never been all the product received. If you read the manifest that was left by the delivery people the items do not match PW or the webpage itemizing of product so even if you were right there you wouldn't know until you opened each box if you have your full order. The shipping company states it is there policy that the driver has 15 minutes to unload the product and they can not wait for you to check everything....SO BUYER BEWARE! You can't do your due diligence even if you try.

  We made multiple calls sent, sent email and all we've heard is it's not their (PW) responsibility. We made calls took, took pictures and still NOTHING. The latest offer is "I can buy at cost the items they (or their contract agency failed to deliver). I should not have to spend a dime for products that were never received. Clearly the signature on the delivery is not even close to mine. Clearly in the pictures we sent the company along with all the information we NEVER received the product. 

  Sadly, the business response is NOT US...and we are just a delivery agent, although their name is misleading at best being called POOL WAREHOUSE when it is just a point of distribution. When they insisted I signed for the order and I said I did NOT....they insisted I did with a follow up that if I didn't then I should obtain a lawyer (at my expense) to fight the fraud. Not much has gone right with this order. The delivery wasn't done as it said it should be, the pallet was split and I didn't sign. Please see the documentation attached. PW, Customer Service Manager has told me "I was as high as I could go" when I asked to speak to a manager. This company as of this writing STILL hasn't sent what these "at cost" prices would be. I understand there has been a Holiday, I understand they are "allegedly" waiting to hear from their distributer but SO FAR this has an expensive process with no resolution only a lot of excuses and being told they are doing their best for me. I must say the yield has been extremely UNDERWHELMING.
  Sincerely,
  ******** *****

• Initial Complaint

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pool Warehouse failed to process or ship my $3,000 order at all, they only shipped an accessory that I cannot use without the main item ordered. After 2 weeks, I called and they just said they hadn't bothered to process yet. Shipping was promised as 2-3 business days. When I called they would not even give me the current price they were charging for the item to make reparations. They also refused to refund the correct amount or return the accessory they shipped that I cannot use. They are fully at fault and their failure cost me money and time and then nothing. After they failed to process my order and asking for a correct refund, they also stated that they would no longer do business with me. I did nothing wrong but place an order that they failed to fulfill, then had to contact them after waiting 2 weeks, to which they took no responsibility, saying the order "got stuck in their system." They punished me by their lack of ability to do business or fulfill an order placed through them. Their rudeness and unprofessionalism that followed was unwarranted, given the fault was entirely theirs. Now I am out money and have an accessory that they overcharged me for that I cannot use.

  Business response

  04/08/2024

  We regret to inform you that despite placing an order for the heater, our original vendor was unable to fulfill it due to stock unavailability. Subsequently, on March 20, 2024, at 3:18 pm, we notified you of this delay in shipping. Following this, on March 21, 2024, at 10:14 am, we communicated that while we could offer an additional $50.00 discount, regrettably, we could not accommodate your request for a $200.00 discount beyond the agreed terms. Consequently, you opted to cancel the order, which we promptly honored.
  It has come to our attention that during your interaction with our customer service representatives, you exhibited behavior that we found to be discourteous. Despite our team's efforts to assist you in comprehending the refund process, you persistently demanded a full refund. To ensure clarity and documentation of the entire transaction, we issued the following email:
  "We acknowledge your recent purchase of the ****** **** **** *** ********* Digital Pool Heater, which qualified for the '*********' coupon as specified. However, it's important to note that the ****** ********* *" Indoor Draft Hood Stack Top is not eligible for this particular coupon.
  Regarding your assertion of needing an additional $75.00 credit, it's imperative to clarify that such a credit is not applicable to this purchase. The discount applied was $150.00 off the total purchase price of $2798.00 for the heater, and not $75.00 off the heater plus an additional $75.00 off the $160.76 Draft Hood.
  Should you wish to contest this matter, you are welcome to engage with your cardholder accordingly. However, please be advised that our business has concluded its dealings in this regard. We extend our best wishes for your future endeavors, though we regret to inform you that we will not be able to accommodate your purchases in the future."
  While we appreciate your patronage, we must uphold our policies and standards of conduct. We trust that this matter has been sufficiently addressed, and we wish you success in your future endeavors.

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You are blatantly lying about contacting me with regards to the shipment being delayed and the reasons for it. When "I" was forced to call your company after waiting 2 weeks for a $3k heater that was promised to be shipped in 2-3 business days, I was simply told that my order "got lost in your system." Then I was told that I'd have to wait yet another several business days for you to simply "process" my order again, as it had not been done in the weeks prior. I said I wanted a discount for having to wait weeks and having to contact you since your business did not find my order worth while to reach out and let me know anything. You company would not honor that. Then offered me a subpar generic item in lue of. Of course I will not accept less than what I ordered and paid for due to your company's lack of professionalism. Then I asked for a refund as clearly I would want want to continue to do business with a company that does not have the time for its customers, nor care to correct your wrong. I was never discourteous in my emails and of course frustrated at your company's lack of any interest in making your error correct. My refund was not a full refund. I have included proof. I also asked for a refund for the accessory to the heater that I was sent, without the heater itself, therefore rendering the accessory completely useless to me. The request was ignored and your company then made the brazen and nasty comment that you would no longer honor doing any business with me. As if I would fathom doing business with a company that completely fails it's customers, then treats the customer indifferently and refuses to return the correct amount of money owed to them. One would think that you purposefully send only accessories so that your company may in fact make a profit solely on restocking fees for items that your company has made the customer unable to use. I am still owed money by this company and their unprofessionalism was demeaning and humiliating. They also cost me time and money in having professionals scheduled to install the heater that they never bothered to not just ship, but even process. So after everything they cost me, $50 was too much of a discount for this company that cost me hundreds, time, and unimaginable frustration. And keep in mind, that even if they had refunded me a mere $50 for this $3,000 order, it still would not be the current cost of the same item they were charging when I had to contact them for resolution. That is how much they value their customers. 

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an online order on 12/19/24 for a ******* **** dartboard from Pool Warehouse. The item was never received and we have called and emailed multiple times for an update. We have been told ***** could not verify our address and they would request a reship. I called again today as the item has not yet been received and requested a refund. I was advised by ***** at Pool Warehouse they could not issue a refund as they are a third party vendor. Advised them I purchased through them and would like a refund and they can get their money back. ***** hung up on me. I have multiple emails with ******* and Pool Warehouse.

  Business response

  01/28/2024

  To address the recent interaction we had, we apologize for any frustration or inconvenience you may have experienced.  We understand the importance of a swift resolution, and we want to assure you that your concerns were taken seriously. Upon further investigation, I am pleased to confirm that your refund has been processed on the same day your complaint was received.
  Here are the pertinent details for your reference:
  Transaction ID: **********************
  Refund Amount:$149.00 USD
  Processing Date: Jan 19 2024 01:02:30 PM CST
  Your satisfaction is of utmost importance to us, and we regret any misunderstanding that may have led to the disconnection of our recent call. Please be assured that we are committed to providing the highest level of customer service, and we value your feedback as an opportunity for improvement.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pool table from Pool Warehouse and it was delivered on 11/14/23. We had it delivered to my in-laws home since we had not closed on our new house yet, where we were going to put this table in the loft for my teens. We did not move it until this past Saturday 12/9. Upon delivery, we inspected what we could see of the boxes and pallet it was on as the boxes weighed over 150lbs, so we did not lift them all the way. We finally got moved into our new home on 12/9 and got the pool table opened and ready to put together. The top of the pool table where the is damaged on the felt - has a deep gash. The pallet that then boxes were laying on had multiple nails coming out of it. Those nails pierced the box and scratched the of the pool table. I emailed Pool Warehouse to see if they can replace the damaged top and I was told the following from customer service rep, ******* *: I apologize for any inconvenience however per our policy mentioned before yes, you are expected to do an inspection of the product and these are terms that you agreed to at purchase. They do not expect you to open these boxes but a basic inspection of the boxes and the pallet are the customer's responsibility. The second issue we have is the time in which you are reporting the damages. This was delivered on 11/14/2023 we have 5 days to file a claim with the carrier and we are outside that time seeing as though you reported this nearly a month later. What we can offer to do as a solution is see if the damaged piece you need is a part that we have separately stocked and if so we can sell it to you but we are not able to issue you a cost free replacement due to the information provided above. I didn't ask for a refund...I only wanted the damaged part replaced. This gash in the top of the pool table will affect the game of pool. I feel this is extremely unfair that they won't offer any kind of remediation for this negligence on either their part or the shipper.

  Business response

  01/08/2024

  We appreciate your recent purchase of a game table from us and understand the importance of a smooth delivery process. We would like to bring to your attention the vital steps outlined in our terms and conditions regarding the inspection and reporting of any damages upon receipt of the shipment. It is the customer's responsibility to thoroughly inspect all boxes and sign for any damages in the presence of the carrier before they leave the delivery location. This protocol is clearly communicated in our terms and conditions, emphasizing the importance of immediate attention to the condition of the received items. Additionally, detailed instructions regarding the inspection process are reiterated at the time the table ships, giving the customer ample time to reveiw, and ask any questions before delivery.  Regrettably, it has come to our attention that the table was signed for in apparent good condition despite potential damages. Furthermore, we have noted that the reported damage was not communicated within the necessary timeframe to file a concealed claim effectively. We understand that unforeseen circumstances can occur, and we strive to assist our valued customers whenever possible. However, due to the established procedures and timelines for reporting damages, we regret to inform you that your negligence in this matter has limited our ability to provide further assistance.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 25th 2023 I purchased a salt chlorinator from pool warehouse. Upon receiving it it was not the product I needed and contacted them through email to return the product. They responded they were trying to get a hold of the vendor for a return address and could not reach the vendor. Once the 30-day limit return window passed I disputed it on my credit card because I could get no information of where to return the product. ******** credit card ruled in favor of the merchant, place the charge on my card and I paid pool Warehouse through my credit card. Pool Warehouse sent ******** card a note with a RGA number of ****** stating the product could be returned to the Athens Tennessee store. I personally delivered the product on August 31st 2023 with ***** ******* signing it was received. I have spoke to several customer service agents at pool warehouse and have sent emails with copies to support discovers decision and the return of the product. I have yet to receive a refund for the product that they now have in hand and have been paid through my ******** credit card. The amount to be refunded was 993.08 minus a 20% restocking fee. I did speak with ******** card agent and they said the merchant was notified that it was ruled in their behalf and they have been paid. It has been over 2 months since they have received the product and still have issued no refund.

  Business response

  11/13/2023

  Hi.  At the time the dispute occurred, the product had not been returned.  Once the product was returned, the refund was given.  Please see credit card refund ********************** for the entire amount.  We did not charge you the restocking fee, only the shipping charge of $26.89 for a refund total of $963.70. If the customer calls ******** and gives them this transaction number (**********************), they should be able to tell you where this transaction is on their end. 

   

  Customer response

  11/16/2023

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 lounge chairs from this company on 6/22/23 for $1973. I opened the package on 7/10/23 only to find that the chairs were not as described on the website. -(They were supposed to be submerged chairs, but they sat well above the water line in our pool despite the fact that we ordered for the correct water depth.) I called the company on 7/10/23 and spoke with ***** G. I was as asked to send a picture via email. -I sent the email that day and followed up with 3 emails and 4 phone calls (which were ultimately sent to voicemail) over the next 3 weeks- without response. On 8/1/23 I called again and reached the same customer service agent "***** G" who told me a number of conflicting stories. When I asked for a manager or someone for further clarification she told me there was no one I could speak with. She then proceeded to tell me that they could have made an exception to return the chairs (which she stated were non-returnable- to my surprise*) but that the time has passed. I was not told any of this when I called after receiving the items on 7/10/23. In reviewing the website, there is no mention of the items being non-returnable on the item page. After a complete search, the only mention I found was on the returns page, in the 13th bullet down, embedded within a complete list beginning with "patio furniture". Hiding important information like this is feels intentional. This company's way of dealing with people and issues is to ignore them. I was told there was no one further I could speak with or follow up with. Hiding details, not responding to emails or phone calls, and leaving people on hold repeatedly is no way to do business and should not be OK. At this point, I have $2000 worth of giant non-returnable garbage. In this day and age where you cannot find a store to go view items, it is not acceptable that online stores operate in this manor. The Pool Warehouse ticket number issued by ***** G when I first called was #******** ******

  Business response

  08/06/2023

  The chairs that were received were exactly as what was described on the website.  These chairs state they are "Designed For Use In 9? – 16? Of Water!" and "Easy-to-fill hose hole located on back for easy filling and draining!" with the description of "Position your Lounger in the pool, then fill with water via the top fill hole. Fill until water begins to exit the Lounger through the side vent holes. No need to flip the Lounger upside down or go in the pool. Designed for use on tanning shelves  9in to 16in depth. The Kai™ Shelf Lounger is made of high-quality materials to withstand the elements. You’ll stay cool and relaxed on the contoured and comfortable Lounger that keeps you partially in the water.".   The Lounge chairs are part of the products that are not eligible for return which is noted on the terms and conditions of the website that are agreed to before you are allowed to checkout.  We are not responsible if this was negligently signed without being read and understood prior to purchase.  The chair does sit in the water, and is filled with water to help weigh it down so the chair doesn't float off. The spec sheet is also listed on the website showing where the seat of the chair is just a little bit over 12" in height. As discussed and pictured, the customer's waterline is right at if not below 12" Meaning that you would not be sitting in the water because the waterline is not high enough.  The link to the spec sheet as well as the return policy has provided to the consumer as well. 

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1. The return policy is hidden on the website. Items that are not refundable should be noted as such on the item page. That is the standard expectation of online business at this time. If the seller cannot meet standard expectations, they should not be selling online.

  2. The item description does not indicate that the chair would not be submerged.

  3. The customer service was contradictory. The first call indicated that action could be taken and I was told to await response after sending an email. After 3 weeks of no reason, I was then told completely different information. 

  4. I also wish to continue a complaint due to the unprofessional and rude nature of the customer service.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order ****** Date ordered: May 17th, 2023 I ordered a UV filter unit and an extended warranty for the unit. I received a broken unit. The broken piece was not discovered until the unit was installed and tested. Pool warehouse has passed this issue on to the manufacturer and refuses to take any accountability of the broken unit. My emails go unanswered and phone calls are not returned. The item was $860 and warranty was $159.

  Business response

  07/31/2023

  We contacted the manufacturer on behalf of the customer. The manufacturer holds the warranty for the item.  The manufacturer responded with the following statement: "The threaded nipple has scraped marks and the mating port has rub marks. This was an installation error as this was over tightened causing the damaged to the pieces"

  The customer did purchased the extend protection which may cover a replacement, but they will need to reach out to extend as we are not able to do that on their behalf. 

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a replacement liner from PoolWarehouse for my in-ground ******* Large Left L pool on 27 Feb 2023. The purchase order number is ******. Purchase price was $2899.85. The business promised to provide a perfect fit. This is their fit guarantee. DEEP-DOWN QUALITY The lasting quality of a ***** Vinyl Pool Liner (***** **** is the subcontractor) starts with the highest-quality virgin vinyl. It's highly resistant to tearing, puncturing and cracking, even in temperatures down to -45 F. In addition, a perfect fit for every pool is assured by our sophisticated system of computer-aided design and cutting equipment. It results in a liner that is guaranteed to fit the dimensions you provide with extraordinary precision. Our printing process also uses advanced electronic engraving to produce crisp patterns and consistent colors. Finally, every ***** Vinyl Pool Liner undergoes an exhaustive quality control checklist. The result: zero defects. It's this passion for quality that allows us to back out liners with a remarkable 15-year warranty. The nature of the dispute is the liner is too large for my pool resulting in numerous wrinkles from excess material. PoolWarehouse and their sub contractor ********* continue to seek dimension verification and photographic evidence and have offered no resolution. I hung it on 5 June 2023. It was too large and I called them that morning. I sent them numerous photos and dimension verifications over the next six weeks. I went back to PoolWarehouse for a replacement liner because they fabricated one for us 14 years ago and it fit perfectly. I have requested a replacement liner that fits properly or a total refund of my purchase price. They have provided neither. I have filed a Dispute Resolution with ******** Card, a Complaint and Request for Refund from the ********* ******** *******, a ****** Review and this BBB complaint requesting a refund. I have attempted to upload photographic evidence with no luck. If you email me at ******************** I will send them.

  Business response

  08/06/2023

  As reported to you on July 24, 2023 the reason that your claim is denied is because you provided incorrect dimensions for the liner. 

  Engineering has reviewed the new photos and measurements. On the original drawing the customer provided, they said the shallow end depth is 45 inches.  A drawing for verification was provided to the specs the customer provided, and the drawing was also signed by the customer confirming their dimension is 45".  Upon the customer calling regarding fit, they were instructed from ***** ****s to provide photos to see if they could help better show what is going on.  The customer provided a picture, which is also attached showing the liner is only 43", not 45", which is what is causing the material issue they are experiencing.  The dimensions provided were wrong from the customer.  We are not responsible for for the customer measuring incorrectly. 

   

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ******* – I reject the Pool Warehouse response to my complaint for various reasons. Here is my observation. Going back 14 years, I bought a pool liner for this same pool from Pool Warehouse. It was manufactured by *****, the same manufacturer that made the new liner in question. It fit perfectly. When I needed to replace that 14 year old liner I went back to Pool Warehouse. I sent them the same drawing package that I had submitted 14 years ago. In that drawing package, all my dimensions for wall height were shown as 43” without exception. Pool Warehouse has my original drawing package and you have photos of that drawing package for verification. For the build of the pool liner in question, Pool Warehouse sent me a verification drawing that showed the wall height as 45”. Pool Warehouse made the dimensional change from my original submission from 43” to 45”. I approved that 45” dimension because I know that the pool kit manufacturer, ******* Pools, determines wall height from the top of the finished deck to the top of the pool floor as 45” which is what my pool measures. I expected that Pool Warehouse made the dimensional change to agree with ******* Pool.
  
  If the 45” dimension is the issue, then why does the liner fit well all around the pool except the 16’ x 16’ shallow end? I can tell you why. The slope dimension to the shallow end wall is 16’5” as shown on the drawings. At the end of the slope area the width of the shallow end goes from 16’5” to 16’. Pool Warehouse continued the extra 5” of liner width the full length of the shallow end. Therefore, the shallow end bottom liner is 5” too wide. This created a 5” wrinkle in the shallow end that will not pull out. There are no wrinkles anywhere else in the pool. If the 45” dimension were the issue, there would be wrinkles throughout the entire pool floor. There are no such wrinkles. The BBB and Pool Warehouse both have photos of the wrinkle(s) in the shallow end.
  
  I request a full and immediate refund of my total purchase price.
  
  *** ******* ****** ******************** ************
  Sincerely,
  
  ******* ******

  Business response

  08/13/2023

  Again, Pool Warehouse does not manufacturer the liners.  The manufacturer, who produces thousands of these custom made liners, determined this is the customer's fault. The original liner was produced to 45" because the sign off drawing from the customer was for 45". The customer provided the dimensions, which are also attached which in their own handwriting clearly state "45" Shallow end depth".  Pool Warehouse DID NOT, nor do we EVER change measurements on behalf of the customer. The liner was produced at 45", because it was ordered at 45", a drawing for owner approval was designed based on the owners provided measurements, and that sign off drawing was also approved by the customer, which is also provided for this claim.

  The customer is obviously confused.   They stated: " I know that the pool kit manufacturer, ******* Pools, determines wall height from the top of the finished deck to the top of the pool floor as 45” which is what my pool measures."  Not one thing about this sentence is true.  ***** ****s is the manufacturer, not ******* Pools.  They do not produce liners from the top of the finished deck.  That doesn't logically make sense.  The liner can only be measured based on what the liner dimensions are in the pool.  Someone could install diving rocks that are 18" tall, with the logic the customer is providing, they would want a liner to be produced 18" taller to account for rock that the vinyl will not be covering???

  Please see the attached forms from the customer that show exactly what they provided and you can see what was ordered is what was produced.
  
  

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ******* - I reject the Pool Warehouse second response to my complaint. Their argument contains errors. Let me explain the situation in more elemental detail. The Prime Contractor is Pool Warehouse in Athens Tennessee. They are the people I paid for the liner. The Sub Contractor is ***** **** in ********** Tennessee. They manufactured the liner in question and also my liner 14 years ago that fit perfectly to the same drawing package I submitted for this build. ******* Pools in ********* *** ****** is the distributer of the pool kit I have in installed in my backyard.
  
  The statement that the customer provided dimension of "45" Shallow end depth" is only partially true as Pool Warehouse conveniently failed to include in their argument the remainder of the handwritten dimension which clearly says “Depth measured from deck level”. The handwritten note actually reads “45” Shallow end depth - Depth measured from deck level”. All other dimensions in my drawing package submitted to Pool Warehouse clearly show wall height of 43”. Pool Warehouse and the BBB both have these drawings.
  
  When I received the confirmation drawings from Pool Warehouse the 43” had been changed to 45”. Pool Warehouse did not address the fact that the only place wrinkles appear are in the 16’x16’ shallow end. If the 45” dimension were the cause of the wrinkles, there would be wrinkles on the entire pool floor. There are no other wrinkles.
  
  These vinyl liners do not fit like a glove or a tailored shirt. When the liner is hung in the bead track it hangs like a large bag only touching the floor several inches away from the walls in any location within the pool. The liner is then vacuumed down to draw the liner up against the walls and floor. The liner will not touch all parts of floor to wall 90 degree angle until it is filled with water which will exert enough pressure to fully set the liner. Two inches of additional wall height will not cause wrinkles of the magnitude that are in my pool.
  
  The cause of the wrinkles is the fact that ***** **** carried an extra 5” of liner floor width into the 16’x16’ shallow end. The dimension from the shallow end break line to the pool wall is 16’5” on my drawings. This is immediately next to the 16’ dimension for the shallow end floor width. I know the additional 5” was carried through because I have measured the liner floor width and it is 16’5” not 16’ between the shallow end walls per my drawing. I stated this theory to ******* in Pool Warehouse Customer Support during my initial call on 5 June to report the wrinkle issue. I later verified my theory with physical measurements.
  
  The Pool Warehouse rep is confusing ******* Pools with ***** ****. I have installed several ******* pools and my statement of "I know that the pool kit manufacturer, ******* Pools, determines wall height from the top of the finished deck to the top of the pool floor as 45” which is what my pool measures." is true and accurate as I have talked to ******* Pools reps numerous times over the years. Logically or not, deck height to pool floor height is how ******* Pools measured wall height. If ***** **** worked with ******* Pools they would know this.
  
  During one of my phone calls to Pool Warehouse in the month of June, I talked with ******** in Pool Warehouse Customer Support. She told me they have had fitment issues with dimensions for older ******* pools when transferring those dimensions to their new CAD system. They could not make some liners fit properly. My pool is in excess of 30 years old, is a ******* pool and falls into this category. It also has an inside corner consisting of two 45 degree angles which further complicates the CAD dimensioning. This is in the area where my fit issue occurred.
  
  Going back 14 years, I bought a pool liner for this same pool from Pool Warehouse. It was manufactured by *****, the same manufacturer that made the new liner in question. It fit perfectly. When I needed to replace that 14 year old liner I went back to Pool Warehouse. I sent them the same drawing package that I had submitted 14 years ago. Between then and now, Pool Warehouse changed their material cutting from manual to a Computer Aided Design (CAD) system. In that drawing package, all my dimensions for wall height were shown as 43” without exception. Pool Warehouse has my original drawing package and you have photos of that drawing package for verification. For the build of the pool liner in question, Pool Warehouse sent me a verification drawing that showed the wall height as 45”. Pool Warehouse made the dimensional change from my original submission from 43” to 45”. I approved that 45” dimension because I know that the pool kit manufacturer, ******* Pools, determines wall height from the top of the finished deck to the top of the pool floor as 45” which is what my pool measures. The top of the standard coping, which is deck height, to the liner bead track is 2” which gives a liner build height of 43”. I expected that Pool Warehouse made the dimensional change to agree with ******* Pool.
  
  If the 45” dimension is the issue, then why does the liner fit well all around the pool except the 16’ x 16’ shallow end? I can tell you why. The slope dimension to the shallow end wall is 16’5” as shown on the drawings. At the end of the slope area the width of the shallow end goes from 16’5” to 16’. Pool Warehouse continued the extra 5” of liner width the full length of the shallow end. Therefore, the shallow end bottom liner is 5” too wide. I know this to be fact as I have measured this portion of the liner and it is indeed 16’5” wide. This is a manufacturing defect and has created a 5” wrinkle in the shallow end that will not pull out. There are no wrinkles anywhere else in the pool. If the 45” dimension were the issue, there would be wrinkles throughout the entire pool floor. There are no such wrinkles. The BBB and Pool Warehouse both have photos of the wrinkle(s) in the shallow end.
  
  I request a full and immediate refund of my total purchase price.
  
  *** ******* ****** ******************** ************
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a few emails showing that I ordered and paid for a pool liner that was promised to take less than two weeks to arrive at my home, so the first week of June I would have my pool liner installed. I had installers ready to come. My pool line never arrived, no contact was made to inform us why. They finally took our call after avoiding us, lied trying to make it our fault somehow then spoke with a manager who stated the pool liner was mistakenly not ordered. We patiently waited over two weeks again. Same story trying to say this time that they were out of stock however we were never messaged, emailed, called, nor contacted. We have been out $2,000 all summer and my children are heartbroken waiting for a pool that seems like it will not make it this summer. I'm not believing two mistakes were made. I think they sold our liner to a more important customer. The lady said she would call right then and have it delivered within just a few days, but that's what they said last time as well. She confirmed it is in-stock amd they had a different color blue on the order form and was mistaken again. I do not believe them. I am afraid they will send the wrong one on purpose. This is terrible and a lot of money to us and our family to not even contact us and waste five weeks when a product is made for summer. We were also put off since last November due to new patterns becoming available and have been in contact off and on to order ever since.

  Customer response

  07/28/2023

  Thank you for your email and attempts to contact them. We have been in contact trying to get a refund. The said they did not owe a refund. Two days later, a pool liner arrived, but it is not the one we ordered at all. Completely wrong color. It was a higher price when we paid bc they did charge us for the one delivered which was the wrong one. So we were over charged, never got a confirmation email, but they took our money- more than we were supposed to pay and for a totally different dark blue replacement liner. It was the same exact liner we already had that came with the pool we purchased from them. It has just been a mess. They refuse to refund or do anything. We spoke to a manager and he said he would have someone pick it up and exchange it, but it is still where they left it. I dont think we will ever see our money. 

  Business response

  07/30/2023

  We are sorry for the issues that you have experienced with your pool liner.  The manufacturer has had some production issues.  We try our best to communicate proactively with all customers, but we are experiencing some delays and we apologize profusely.  We have been in communication with the manufacturer and they did make the liner in Greystone River Blue instead of the Sunburst Oyster Bay.  They have offered to refund 50% off the cost of the liner which is $942.28. Please let us know if this solution is acceptable?. 

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I don't want the same pool liner I just removed that had nothing wrong with it. I want the one I told them I wanted to order, so I would like to select my own replacement color and pattern to be delivered. They can swap the pool liner. I would appreciate a discount since we have been out the money and without a pool liner all summer. I do not want the same color I had. Thank you. If they can contact me asap ro go over what colors and allow me to choose the top choice, and second choice incase it goes out of stock that would work. I will need an immediate confirmation email with the order details and delivery date range. In the future they should do that with all customers before taking their money and never assume any replacement color and MIL is okay also. 
  Sincerely,
  
  ***** ******

  Business response

  08/06/2023

  We understand.  We reached out to you 7/24/23 at 12:20 pm, and again 7/28/23 at 4:30 pm, and yet again on 8/4/23 at 5:16 pm, to which you have not responded to any of our resolution attempts.  If you do not want that liner, we can reach back out to the manufacturer, but you have to communicate with us via your support ticket, otherwise this process is very delayed. We will of course continue to communicate for resolution with  BBB as well. If you are demanding immediate confirmations, you should practice responding to the emails in an appropriate timeframe. 

  All orders receive a confirmation at the time they are placed.  Your specific issue is that there was a miscommunication with the manufacturer, which if you had responded on the 24th to our emails to you, this process could have already been worked out. 

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The attached file was from July 11th in which we called and they stated they would send the correct liner and proceeded to send the wrong one. Our issue now is that they sent the incorrect one. We currently have the incorrect liner and have spoken to them numerous times. They even said the liner they mistakenly sent would be picked up. It is still in our driveway. The message they just responded to doesn't actually respond to my message. 

  We paid for a certain liner. It was out of stock. We changed the liner MIL but same pattern. It was also then unavailable so they self selected the liner. We spoke to them about a refund and picking it up as well as the fact that they took more money and didn't refund the difference for the lower MIL liner. They said they didn't owe a difference. The liner they actually sent is the wrong color and not what we ordered. I want a full refund and the liner picked up. They have had my money for way too long. I just simply want a refund asap. I do not want the mistake they made. 
  
  Sincerely,
  
  ***** ******

  Business response

  08/18/2023

  As discussed with the customer already, AGAIN, the liner replacement from the Manufacturer, NOT POOL WAREHOUSE, has shipped. 

  The liner was remade, and shipped to the customer. We apologize on their behalf and did everything that we could do in order to rectify the situation correctly.  

  Customer response

  08/24/2023

  
  Better Business Bureau:
  A note was delivered from them not a pool liner. We had to end up going to the hub to pick up the pool liner that they finally replaced after over two months when it shouldn't have been a problem. They never contacted us about delivery and claimed it was delivered. It was not. We were told two weeks ago that it would be. Will never do business with them again. So sad my kids went all summer without a pool. It will be ready for next year I guess if this liner is even made correctly and fits. As childish as they have been throughout the process I do not have my hopes up or confidence in their business that it is even usable. We will see. I hope I don't have to pay the installers and wait again next summer. 

  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  ***** ******

*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. ↩