ComplaintsforTK's Country Pools, Spas & Custom Decks

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an above ground pool with installation 6/2021. Installation began August 17, 2021 and completed August 26, 2021. Pool was filled with water and we contacted Tk and ******* about some concerns we had about the installation. The floor is not leveled and the liner was not set properly. We were told to wait until spring 2022 and that we would get the floor leveled and a new liner. Tk said in February he would schedule us in sometime at the end of March or beginning or April. It is now April 19 and no word yet. We just sent a message to Tk and the message response was who's this. I am tired of the circles and run around. We just want our above ground pool installed properly and want this problem resolved.

  Business response

  04/19/2022

  Hi there! No worries ya'll. Our records show that you are on schedule with a April 2022 Installation. Our business is affected at times by circumstances out side of our control such as spring like weather delays and it makes it difficult to project timelines outside of a 3 to 5 day span. We always try to give you a heads ** in advance on when a good weather-wise day is open. We were just working on next weeks schedule when this message came in. Hold tight! We are coming. Have a great day!

  Customer response

  04/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this pending resolution is satisfactory to me. 
  
  Regards,
  
  ***************************

  Customer response

  05/17/2022

  Complaint: 17064499
  
  I am rejecting this response because: Work has still not been completed. It is 5/17/2022 and heading into June. We have not heard from TK Pools as to when my liner will be replaced, will not close complaint until the work is completed thank you. 
  
  Regards,
  
  ***************************

  Business response

  05/17/2022

  We offer our services on a first come first serve basis. We are flowing in perfect order as our schedule is concerned. If this is not satisfactory the homeowner, then we are willing to let them have a new liner for free at no cost to them and they are welcome have a differnet installer take care of their concerns. The current pool liner is not defective and does not qualify for a manufacture return or replacement. The current liner pictures show us that there is only a little air pocket or slight loose fit at the top of the pool in one small section. It is not harmful to the structure of the pool. We were willng to take the necessaery steps to rectify this with the customer, however the complaints aren't stopping and we can not satifiy the client to their terms. Our installation contract states that the liners are fitted as wrinkle free as possible. At this point, we feel we are not being treated with the respect in our business and we are not obligated to provide any additional services to the homeowner at this time. 

  Customer response

  05/17/2022

  Complaint: 17064499
  
  I am rejecting this response because: I reject this response there is no proof of any one trying to reach out to us to reschedule the installation of a new liner. This has nothing to do with respect we have given this company plenty of time. The owner himself TK said the liner should have never did what it did and there is more than one air pocket and at the bottom of our pool there are folds on the floor of the the liner which the owners are aware of. The only way I will be satisfied is with a free liner and the installation cost of the liner. We have text messages from the company stating their intent to schedule us in and now the company is refusing to fix their poor liner installation. Oddly enough the owner gave his word to redo his sloppy work and as expected is now refusing to fix his work because I am shedding light on their poor business ethics. TK said he would put in writing that he would fix the liner, drain the pool replace the liner and provide chemicals to reopen pool at no cost to us and now this. No one is being pushed or disrespected. We as the customer have been disrespected and lied to and you as the company have been paid already. I will make sure to never recommend this company and will make sure to shed more light on this situation to others even thinking of using this company 
  
  Regards,
  
  ***************************

  Business response

  05/18/2022

  Please see the attached Installation terms of service and the signed completion certificate. 

   

  Customer response

  05/24/2022

  Complaint: 17064499
  
  I am rejecting this response because: TK Pools were notified of problems with the liner within the 120 day installation warranty and no one from the company complied with coming to check or even try to resolve our issue with the liner. The liner will need to be mailed to me if not BBB will instruct us on the next steps to take to resolve this issue. 
  
  Regards,
  
  ***************************

  Business response

  05/24/2022

  We are not comfortable using *** or FED EX services for shipping since Liners as these are easily punctured during shipping with these companies. We want to make sure the integrity of that liner stays in tact. We are concerned, especially since we are experiencing a liner shortage due to the Pandemic and it was very difficult to find a liner for the home owner in the first place. The home owner would need schedule a time to come and pick up the liner up and would be responsible for that. 

  Best Regards,

  ***********************

*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. ↩