ComplaintsforPool Warehouse, LLC

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered pool kit 7/7/21. Paid $16,335.00, Ordered a "complete pool do it yourself kit." On 7/26/21 we were contacted that a shipment was headed to our house, no one notified us prior & no one was home. Then told will be here between 8 am-1 pm. We took off work to unload a small box of styrofoam coping that didn't show up until 6:15. We contacted pool warehouse & asked if each item was coming one at a time. insured us that the coping was the only item sent by itself, the rest of the pool should come all together. On 8/19/21 received email, "your order is on the way." Therefore, we figured entire pool. Again, took off work to be home from 10-3. Nothing showed up until 4:13 and only delivered the liner. Sent several emails (& called) with concerns of delivery. . We had not heard anything so on 11/16/21 we emailed & asked what was considered "early November." We stated that there has been zero communication. called my husband & said she got our email. Looked up order & told him the pool shipped the day before. She sent us the BOL. Shippers called 11/17 & said would be here 11/19, 10-3. On 11/19 called at 11:10 said would not be here (another day off work for us) until Monday 11/22. Today 11/22, 3rd day off work for nothing, called at 10:19 am to say will deliver tomorrow now (4th day!) Also, looking at BOL we noticed kit shipped does not include pool filter, contacted that it was not on BOL. We were then handed off to, Customer Service Dept. She informed us filters are back ordered & will be cancelled & we will get a refund for filter. We replied, "the pool, that we still DO NOT have, is no good without the filter. Why don't you send us a complete refund for the whole thing & keep the pool." She told us to look at cancellation policy. Customer ticket #CT13150:94023. BOL 12644940-6, R&L trucking. Very frustrating & unacceptable.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/11/29) */ We apologize you are experiencing such issues with delivering your pool kit from R&L Carriers. They are a third party freight delivery company. The manufacturer is directly sending the pool components as they become available. We do ask that they try to ship all pool kits in one shipment, but depending on product availability at specific locations, that is not always possible. The signed sales agreement does address both of these concerns BEFORE the customer ever makes the final purchase commitment. Section 7 off the signed sales agreement states: "the Goods may be expected to arrive by large 18-wheel trucks, possibly in more than one shipment" and section 1 & 19 discuss the cancellation / refund process. Section 19 specifically states: "As stated above in Section 1 of this Agreement, orders for Custom Goods may not be cancelled or payment refunded after payment is received, this Agreement is signed, and the Pool Drawings approved, signed, and returned to Seller. Custom Goods are those items referred to in Section 1 of this Agreement plus any other Goods ordered with specifications unique to Buyer's order. Otherwise, and in the case of non-custom order Goods, orders may be cancelled prior to shipment with full refund. After shipment, non-custom order Goods may be returned for refund less a twenty-five percent (25%) restocking fee." If the customer needs any additional information, they are welcome to contact us.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi! My husband and I bought an inground pool from Pool Warehouse. We purchased everything in April and everything was delivered in July and August. We signed a contract prior to paying for the pool. We noticed that the cozy cove was in the deep end and we emailed our sales person, and asked her if it was ok to move the cozy cove closer to the shallow end. She emailed us back and said that would be fine and we could just switch the wall panels. We did that and it was fine. Later when we were going to put the cover on the pool we noticed that the cover was made to fit the pool the way it was laid out before. We emailed and she told us that she never said we could move it and that we needed to speak with customer service. We contacted them and spoke to . He had us forward him the emails between us and . We have never heard back from . We have sent emails and tried to call him. When we call we are told he is not in the office and nobody else can help us. We just want to return the cover we have (it's still in the box) and get one that will actually fit our pool. Can you help us? Thank you,

  

  Business response

  11/29/2021

  Business Response /* (1000, 14, 2021/11/29) */ ***Document Attached*** The customer inquired about moving a couple panels around on their kit, not their cozy cove. The skimmer and inlet panels can be swapped out, but not any external components, this includes the cozy and the step. The customer emailed her in August and she again told them they could not move the location of the cozy. That email is also attached. Consumer Response /* (3000, 16, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of the exchange we had where we were told that we could move the cozy cove. I will forward the email. Business Response /* (4000, 25, 2022/05/26) */ This customer asked to return their cover. We would be happy to bring it back and issue them a refund for it. Consumer Response /* (4200, 27, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would like to exchange the cover we have for a cover that has the correct dimensions. Business Response /* (4000, 29, 2022/06/05) */ We will be happy to exchange the cover. We will need exact measurements regarding placement of the moved cozy in order to proceed.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a pool table from this company. The shipping company messed up and delivered it to our driveway without telling us. It sat in the weather for days. They wanted us to open it to look for damage. We refused because of what moisture might do to it down the road. After two weeks and much arguing they finally picked it up. Now they want to charge us a 25% restocking fee. This was the shipping company's mistake not ours but they're trying to charge us for it. Their story changes every time we talk to them.

  

  Business response

  11/29/2021

  Business Response /* (1000, 14, 2021/11/29) */ The customer called in to report damages. We asked the customer to fill out the damage form and provide pictures of the said damages, but the customer refused. We apologize for the issues that were experienced with the freight carrier during your delivery. We contacted the freight carrier directly on the customer's behalf and they were instructed to inspect the freight, which they refused. There were no damages to the table, which is why the restocking fee was applied to the refund. Had the customer opened the box and inspected the product as instructed on more than one occasion, they would have seen there were no damages to the product. Consumer Response /* (3000, 16, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first time we called we were told by that we did not need to fill out a damage form and if the table sat outside at all then it was ruined and would need to be returned. Then other people got involved and changed their tune. There was nothing for us to inspect. This is a wood pool table not a slate. Moisture could cause warping in the future. Nothing shy of a full refund will satisfy us. Business Response /* (4000, 24, 2022/05/26) */ This customer called in to report possible damage to his order (that by their own admission looked fine in the box), but because it was not delivered at a time when they were home to sign for the table, they thought it may be damaged. Our rep advised them to fill out the paperwork on multiple occasions. Then, when they disputed their credit card charge, they were advised by Pool Warehouse and the carrier to open the package because there were not any visible signs of damage. The customer refused. We issued a call tag to pick it up because the customer would not move it from their driveway. It came back, the box was perfect, we opened the boxes and inspected the table, which was fine. We reboxed it and will resell it. We issued a refund to the customer for the amount minus the return call tag fee and the restocking fee on 11/09/2021. We also won the credit card dispute that the customer opened.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pool in or around February last year. The pool and equipment came within 8 weeks. I had to wait an additional 3 weeks for my liner. During pool installation it was discovered that a support bracket was missing as well as 2 screws for the Aqua Genies. I reached out to pool warehouse solely for the screws, the pool was already installed making a replacement bracket useless. Pool Warehouse would not send two screws but offered for me to purchase them. Fast forward to the pool installation and completion. I has discovered my pool was leaking. In the end I paid a leak detection company roughly $600 to determine where the pool was leaking. The specialist stated it was leaking at the pool stairs at the pool stair gaskets. I reached out to pool warehouse asking for a gasket replacement and a refund for the pool liner. Additionally I explained the additional costs I had. Pool Warehouse response was that the pool liner was installed incorrectly.

  

  Business response

  10/26/2021

  Business Response /* (1000, 5, 2021/10/18) */ As previously explained to the customer, the gasket in question is a thick rubber, quadruple seal gasket. The customer originally said that "The technician found a cut in the liner and the stair gasket was leaking." and "Reference the cut, I'm sure it happens and ultimately not a huge issue. However during the liner install I remember my wife's uncle who actually retired from installing liners for 35 years, stating that the gasket seemed cheap. He pointed out that the rubber substance against the stairs was very thin. At the time I felt I had no other options because the water truck was sitting in my driveway." A cut in the liner is a LARGE issue. Based on the description of the step gasket provided by the customer, it describes the customer looking at the adhesive strip and not the step gasket, which has the quadruple seal on it. Installation errors are not covered under Hydra's liner warranty. Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously explained to the business. I had an expert assist me with installing the liner. A person with common sense can tell the difference between an adhesive strip and a gasket. This was not an installation error but a manufacture (Gasket) error that they are not willing to back-up. They wanted photos of the leak knowing that the liner is installed. It was in an inappropriate and a request that was unable to be fulfilled. The cut was not a big deal because it was fixed, therefore no longer an issue. The company continues to make excuses rather than offering a resolution to this matter. This business is being fraudulent about their business matters and not backing up a supposed warrant. Business Response /* (4000, 9, 2021/10/19) */ Again, the customer has been asked to provide evidence of the step gasket defect and if there were any questions, those should have been addressed before the liner was installed. The manufacturer's warranty only covers seam failures or bead failures. The warranty that was sent out with the liner is also attached for review. If the customer has any additional questions regarding the warranty, we will be glad to answer them. Hydra Pools Inc. 20 YEAR LIMITED PRO-RATED WARRANTY Hydra Pools Inc. warrants that this liner will not leak due to a seam separation under normal wear, exposure and usage for a period of twenty (20) years from date of purchase. Hydra Pools Inc. has no control of the installation or maintenance of the pool once the liner has been installed. It is up to the installer to make sure the liner is being installed in a pool identical to the dimensions given to Hydra Pools Inc for construction of the liner, and that the liner is being dropped in a suitable shell, free of rough spots under the liner, rust, gravel, or any type of abrasive surfaces to which the liner will come in contact. The most suitable type of surface to put under the liner is a very fine grade of pure sand or vermiculite. If for some reason the liner does not appear to properly fit the pool, the installer should contact Hydra Pools Inc. immediately before attempting to fill the pool with water. Once the liner has been installed the water should be balanced to the recommended levels immediately! A guide for the correct water balance is outlined on the back of this card. It is up to the homeowner to insure that the water is properly balanced at all times. Our warranty does not cover damage to the liner caused by an improper water balance, which can and will cause severe damage to the liner. Although it is not a very frequent occurrence, it has been known for some time that ants, termites, and various other insects will sometimes eat holes in a vinyl liner. It might be wise to have an exterminator treat the ground in the area where a new pool is being constructed, or treat the ground in the pool area prior to installing the new liner in the pool. A liner failure must be reported in writing directly to Hydra Pools Inc within thirty (30) days of the failure. An employee of Hydra Pools Inc who will tell you how the situation is to be handled and the steps to follow, will then contact you. Hydra Pools Inc reserves the right to repair or replace, at the option of Hydra Pools Inc. any liner appearing to fail or improperly fit the pool. Hydra Pools Inc. also reserves the right to authorize or elect a qualified pool repairman to make the necessary repairs in order for the liner to perform its basic functions. It is unwise to allow a pool to stand empty. If you experience an alleged defect in your liner, try to photograph or videotape the area in question prior to patching the liner. Quite often this will allow Hydra Pools Inc. to make a determination of warranty prior to having the liner replaced. This liner has a twenty year limited pro-ration period. If Hydra Pools Inc. confirms a defect in the liner of your claim during the first year, Hydra Pools Inc will either repair at no charge, or replace the liner on a product replacement basis. After the first year has expired, a charge will be made equal to the following schedule based on suggested retail price at the time of replacement: Within One (1) Year No Charge After 2 yrs 20%, After 3 yrs 30%, After 4 yrs 40%, After 5 yrs 50%, After 6 yrs 60%, After 7 yrs 70%, From 8-20 yrs 80%. This Limited Warranty does not cover the cost of removal, or reinstallation of the liner. Additionally, any and all liability for incidental or consequential damages resulting from, or arising out of, the use of the pool liner is expressly disclaimed. Nor does this Limited Warranty cover installation in violation of local building codes. Hydra Pools Inc shall not be liable under this warranty for any cost of or expense related to the drainage or replacing of water or chemicals in the pool. Any questions regarding the terms and conditions of this warranty may be directed to the Customer Service Department at Hydra Pools Inc. by writing or calling to the address and phone number listed below. Hydra Pools Inc strives to buy premium grade vinyl. However, since this vinyl is not manufactured or produced by Hydra Pools Inc, any failure due to material defects including, but not limited to fading, discoloration, staining or changes in physical characteristics are not covered under Hydra Pools Inc.'s limited warranty. Any such material defects shall be referred to the manufacturer of such material who is solely responsible to the claim. Hydra Pools Inc 's liner warranty does not apply to tears, punctures, damage caused by undue abuse, excessive strain, improper installation procedures, improper chemical balance, or acts of God such as ice damage or failure caused by exceptional temperature extremes. If the liner fits poorly, or fails during installation, continued use of the liner without written consent by Hydra Pools Inc voids this warranty. We disclaim any other person. In addition, Hydra Pools Inc will not assume any liability if the pool installation violates local building codes. This warranty gives you specific rights and you may also have other rights, which may vary from State to State. The on-line warranty registration must be filled in and sent to Hydra Pools Inc within thirty (30) days of purchase; otherwise P.I., Inc.'s limited warranty will be invalid. Proof of purchase must be presented with any claim. THIS WARRANTY IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES OR DISCLAIMERS EITHER EXPRESSED OR IMPLIED. HYDRA POOLS INC. EXPRESSLY DISCLAIMS THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND ALL OTHER OBLIGATIONS OR LIABILITIES ON THE PART OF HYDRA POOLS INC. HYDRA POOLS INC NEITHER ASSUMES NOR AUTHORIZES ANY OTHER PERSON TO ASSUME FOR IT, ANY OTHER LIABILITY IN CONNECTION WITH THIS HYDRA POOLS INC LINER. This warranty shall apply only within the boundaries of the continental United States. All disputes not resolved under the prorated limited warranty outlined above and not barred by applicable statutes of limitation or otherwise barred by law, including but not limited to the terms of the warranty, the terms of this arbitration agreement, and all clauses herein contained, will be submitted to Binding Arbitration, pursuant to the Federal Arbitration Act, 9 U.S.C. § 2, and/or provisions of the laws of the state of Tennessee specifically set out in Tennessee Code Annotated §§ 29-5-101 to 29-5-119. This arbitration shall be in lieu of any civil litigation in any court and in lieu of any trial by jury.

• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an above ground pool from pool Warehouse.com in May 31st 2021 didn't not receive until after July 1st. Well after the date they said it would be delivered. We hired the pool to be setup so that it would be done correctly. We had the pool installed at end of July and the liner that came with the pool failed and we lost over $600 in water that they refused to replace because of their faulty product. They did send us a replacement liner after I filled the proper paperwork out . I received this liner shortly after only to find out when we got back from vacation that it was the wrong size ! They sent us another replacement liner on the date of 8/27/21 . We had our installer install this liner as well .I did not see any leaks so I called the water company. They put 8,000 gallons on Saturday September 18th, it is now Wednesday September 22nd and liner has failed again. I'm seeking a full refund of the pool and refund for lost water. I will provide receipts.

  

  Business response

  10/26/2021

  Business Response /* (1000, 7, 2021/10/08) */ We have tried to work with the customer on getting a warranty replacement issued. Unfortunately, Pool Warehouse does not make the liners, so the warranty is held with the manufacturer, Swimline, not Pool Warehouse. If the customer would like a replacement, we will be happy to get that in the works. Consumer Response /* (3000, 9, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've already have 2 malfunctioning liners and a wrong size liner sent to me that have lost me over $1200. After filling them with water they have seam compromises that cannot be fixed. I would be willing to get a 4th liner, but no one can guarantee that this won't happen again, but I'm supposed to take this chance ? Renee has even said they can't guarantee this liner won't do the same as they don't open or inspect the product only send it out . I can't take a another $600 chance that it won't hold water. You ( pool warehouse ) may not manufacture the liners, but I bought the product from you. So do you not stand behind a product you distribute? I would be willing to go forth with another warranty liner, if and only if I'm REFUNDED for the water I've lost ( I can provide receipts) . This is unacceptable to have gone through 2 liners that are meant to hold water and to be told this happens sometimes, and we're not responsible from the company that I bought the pool kit from. I've had to take time out of my life and missed work because of these pool issues . From the beginning it's been a hassle and all I get told is we are overwhelmed and I need to be patient . That's not how things work . Pool warehouse has been paid and I do not have what was promised to me, a working pool that should hold water. I've was told I would be contacted by their legal team and have not either . I Will continue this until I get the results I'm looking for . Business Response /* (4000, 11, 2021/10/18) */ Again, the manufacturer of the liner is the company that holds the warranty for the liner. The warranty of the liner is attached for review in case you have not had an opportunity to do so already. The warranty does not cover lost water or chemicals. FIFTEEN YEAR - LINER WARRANTY Swimline warrants this liner to be free of defects in our workmanship. Examine your liner carefully before installing. Handle your liner carefully during inspection and installation, as the manufacturer is not responsible for tears or punctures caused by improper handling. A 6" cove must be put inside around the base of the wall to protect the liner from contacting the pool frame. Swimline pool liners are warranted to be free of defects in the seams for a period Fifteen (15) seasons, from the date of purchase, or a prorated basis, each season ending December 31st of the calendar year. Replacement under the warranty is as follows: FIRST SEASON No Charge SECOND SEASON 30% THIRD SEASON 40% FOURTH SEASON 50% FIFTH SEASON 60% SIXTH SEASON 70% SEVENTH THROUGH FIFTEENTH SEASON 80% Any return of merchandise under the terms of the warranty must be authorized in advance, and returned freight prepaid. Contact us directly at the following address: Swimline 191 Rodeo Drive Edgewood, NY 11717 631-254-2155 x135 [email protected] www.swimline.com It is expressly agreed that there are no warranties expressed or implied made by the dealer or Swimline except as stated above. Swimline will not be responsible for any labor charges, cost of lost water or chemicals, or any other damages that may occur there from. Any claim of defective workmanship or materials should be reported to Swimline as soon as possible. (This warranty is void if pool is emptied; the pool can be cleaned, no matter how dirty, with the proper filtration and water chemistry.) WARNING: DO NOT DIVE INTO YOUR POOL! DIVING AND JUMPING IS STRICTLY FORBIDDEN AND CAN CAUSE INJURY AND PARALYSIS. IMPORTANT: For your health and safety, please note- this swimming pool does not have sufficient depth for diving. Do not dive. Do not allow others to dive into this swimming pool. Diving is dangerous. Prevent accidents by prohibiting horseplay and unnecessary roughness in the pool or the pool area.

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