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ComplaintsforBlue Wave Pool Supply of Memphis LLC
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Complaint Details
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Initial Complaint
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
SPRING 2020 BLUE WAVE POOL SUPPLY OF MEMPHIS WAS CONTACTED FOR THE PURCHASE 1 INGROUND VINYL SWIMMING POOL LINER AND INSTALL. AFTER INSTALL I WAS TOLD BY THEIR TECHNICIAN, THAT THE LINER INSTALLED WAS THE INCORRECT LINER I ORDERED & A CHEAPER VERSION OF THE LINER SO IT WAS STRETCHED TO FIT THE DIMENTIONS OF THE POOL. THE POOL HAS LEAKED WATER AT THE RATE OF 1.5 INCHER PER DAY SINCE INSTALL. THE LINER NEVER TOUCHED THE WALLS OF THE POOL NEAR THE FLOOR OF POOL. THE COMPANY DOES NOT WANT TO REPLACE THE LINER. EVERYTHING THAT COULD BE LEAKING HAS BEEN REPLACED AT MY COST AND THE COMPANY WANTS TO CHARGE ME TO HAVE SOMEONE INSPECT THEIR WORK. I HAVE SPENT THOUSANDS ON THE WATER BILL TO KEEP POOL FILLED AS WELL AS THE CHEMICALS BECAUSE OF THIS LINER. ALL FUNCTIONS INVOLVING THE POOL.WERE CANCELLED THE MANAGER TODD GIVES NOTHING BUT POOR EXCUSES AND NO REAL EFFORT TO FIX THE ISSUE HAS BEEN MADE ON THEIR BEHALF, THERE LITERLLY TRYING TO RUN THE WARRANTY OUT ON THE LINER TO AVOID FIXING.Business response
11/22/2021
Business Response /* (1000, 5, 2021/10/11) */ In 2020, customer approached Blue Wave for a quote on a new liner. Blue Wave quoted the customer which ultimately ended in the purchase of a new liner for the swimming pool. Originally the customer ordered a thicker ML liner. There is a 20ml or 27/28ml thickness for vinyl liners. Unfortunately, when the liner arrived it was not the correct thickness. We proceeded to give option on getting the correct liner thickness or to go ahead and install and refund the difference. Refunding the difference was the choice that was made and Blue Wave Proceeded to install the new liner per customers request. The liners thickness does not at any point directly affect the liners measurements. The liner fit the pools dimensions at the end of the job. This pool is an extremely old, wood walled pool. During this process, which started in June of 2021, we have sent someone to customers house a minimum of 6 times at no cost to the customer. During these visits to determine where the leak is coming from it was discussed with the customer to have the pool clear so a leak test could be performed on the liner. Each time a service representative visited the address the pool was extremely green and cloudy. Due to the condition of the pool water, our service team could not perform the needed tests to find the leak. Upon further investigation we found the customer had installed a new filter on the pool and was plumbed backwards causing the water to stay green and cloudy and prevented Blue Wave from being able to determine the issue.(picture attached) Blue Wave has offered and still has a leak detection company currently scheduled for Monday October 18th to try to resolve this issue at no cost to the customer. At no point did Blue Wave expect the customer to pay for the leak detection service. Since the liner has been installed, the customer has not purchased any chemicals except shock once in July 28 2021 or had their water tested with Blue Wave.(picture attached) Customer also purchased a robotic cleaner online, within weeks of purchasing cleaner from a third party online it failed to work. Customer brought cleaner in to the store for diagnostic and we were able to fix it at no charge for labor or parts. Parts for the cleaner took some time to get in for customers cleaner as most things are on back order for these cleaners this year. At the end of the day we want to be able to resolve this issue and make things work if it has to do with with the liner Blue Wave installed. On the last visit our service team was able to dive the pool and could not find any issues with the liner itself. However, we are still trying to get a professional leak specialist to confirm or deny our findings. Business Response /* (1000, 9, 2021/10/22) */ ***Document Attached*** We are including a diagnosis from the professional leak detection service we acquired to look at the pool. All issues with the pool leaking and the liner are issues outside of our control or our service. None of the existing issues come from any of the work we have done to the pool. In the included document it will rule out any liability on Blue Wave's behalf.
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.