Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a **** liner for our swimming pool from ASP of ********, ** in the spring of 2020(wait, please read)--total cost of $5,319.40-- and by the fall of the same year, we noticed it was slightly lighter, but not ****** concerning. However, by spring of 2021 it was definitely very noticeable and had become significantly lighter and so we contacted ASP to come and take a look. The business had changed owners in October of 2020 and so the new owner *********************** came out and then decided to have the **** liner company come out and look at it as well. The short of it-- We were told that no one felt totally responsible, but that they were going to work together to resolve the issue and share the costs of replacing the liner. We were told to choose a liner, which we did, and that they were working on it. Summer of 2021 came and ****** asked since it was summer did we want to wait until fall for putting in the new liner. Since we wanted to be able to use the pool all summer, we agreed fall would be fine.Fall came and we repeatedly asked when the liner would be installed we were repeatedly told "they" were working on it. January - February 2022 comes and again we asked about the liner replacement and ****** said he didn't install the liner and didn't feel he should be monetarily responsible for replacing the liner--he purchased a franchise business. All this time we thought "they" had worked it out since we were asked to choose a liner and it seemed we were moving forward. In April, ****** was approached again about what he could do and he said he was going to contact the previous owner of ASP and see what "they" could work out to get it done. We were told he would get back to us by Friday of that week. Did he call? No. We called and were told that "they" were working on it and would get back to us the next week. Did they get back to us? No. We are exhausted and don't know what to believe--It's sad, because ASP services our pool every week.

  

  Business Response

  Date: 05/27/2022

  The VanDykes new liner was installed in March 2020 per the contract and invoices that were on file at ASP of ******** **. The company was owned by *************************, under the umbrella of Uncharted Waters, at the time of the sale and installation of the new liner. *********************** purchased the company from ************************* on October 1, 2020 and assumed the operations and control of the business, but not the liability for work that was performed by the previous owner.
  The first interactions ************** had with the ******* pool was after the winter storm in February 2021. ASP of ******** sent out numerous email messages notifying its customers that a severe winter storm was coming and to run your equipment 24 hours a day until the temperature got back above freezing. ************************* resides at the ******* household and is responsible for the pool and monitoring of the weekly reports, that are generated after each maintenance visit, that includes pictures of the pool and the chemical readings and other information. **************** claimed that he did not get the emails and was not aware of the messages that we sent out about running the pumps, so in a good faith measure, I gave the VanDykes a $500.00 credit towards Invoice# **** for a Hayward Salt Cell that froze and cracked during the storm that was an act of God and totally out of our control.
  I was first notified about the liner being dis-colored in April of 2021. I immediately contacted our **** liner sales representative, to see if he could come to our office in ********, to look at the pool and submit his opinion of what happened. *********************, from **** liners came to my office and we visited the ******* pool on May 25, 2021. After providing him with the chemical readings for the first 12 months, his conclusion was the chlorine levels were too high, from the time the liner was installed, and that was the cause of the bleached liner. I have been working with the previous owner to try and get this liner replaced and compensated from him, since he sold the liner and received the revenue from the sale, but he is not cooperating with me on coming to a settlement.
  I am currently working with ********************* with **** Liners to get a replacement liner for the ******* pool and I should have a cost by the end of next week. I am currently no longer selling liners because I do not have the experience nor expertise inhouse, to accurately measure them or install them, so we are referring all liner inquiries to *********** in ******** **.