ComplaintsforValley Pool & Spa

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In December of 2021 I put $2000 down to have pool liner installed the spring of 2022. Was told I would get a call to set up a date. I never received a call by March so called to see if I was on the list. The salesman never responded so I called the store talked to a manager and got a date set for May 6th 2022. Nobody showed up, nobody called, and nobody emailed me with a explanation. I went to the store to speak with someone and spoke with the GM. He didn't have a answer for me which is concerning since he is the GM. He also couldn't get in contact with the salesman and would call me when he found something out. I haven't received a call. Called several of the locations and nobody seems to be able to let me know what is happening. I've missed work to be home for the liner to be installed only to have no call no show. They seem to not care about their customers as theirs no real competition in the area and assume they don't need to have good customer service. I've put my money out there and nobody shows up and nobody can give me a answer. It's almost like they are just taking my money.

  Business response

  05/09/2022

  I do and did, apologize to Mr. ****** for not having better communication from our sales and scheduling staff.  Due the COVID “stay at home” effect, Pool Companies, ours included, have been swamped with extreme demand for new pools and rehabilitation of older pools so families can enjoy their at home experience.  With the high volume of calls and jobs and the shortage of manpower it is sometimes hard to touch base with everyone as we should.  The liner salesman did give Mr. ****** the May 6th date but with the caveat of “weather depending”.   We are in the outdoor construction business; weather plays a major factor in our day to day work progress.  We are also in the underground construction business.  We never really know what we are going to run into on a job when we either dig for a new pool or remove a liner from an old pool.  These unknown factors also contribute to the difficulty of setting an exact schedule.  It did rain on Friday, May 6th and Mr. ******** job got bumped back.  The salesman thought Mr. ****** would have assumed that the rainy day was cause for the no show because they had talked about the forecasted weather concern.  I do agree it would have been much better if Mr. ****** had been called to confirm the no show.  Mr. ****** did visit our store on that Friday May 6th asking about his job status.  He said he understood that the rain was the probable cause for the schedule bump but wished he would have been called as he had scheduled a day off of work for this.  I tried to reach our crew manager, who schedules jobs, and the salesman while Mr. ****** was at the store but didn’t get in touch of either of them at that time.  I assured Mr. ****** that he would be put back on the schedule as quickly as possible but I couldn’t give him a date at that time. I did tell him that when we had information someone would reach out to let him know.   Mr. ****** has since been put on the schedule for Monday May 9th and with good weather and no job complications he should have his liner in that day.  We hope all customers will recognize and understand that scheduling outdoor work is not an exact science and we appreciate their patience as we move through jobs as best as we can.  I do realize that our communication efforts can use some improvement and we are working on that every day.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father is 94 years old & owns an older pool. 7-6-21, he contacted V. Pool explaining there was a hole in the liner. The manager said he would send someone to patch the hole. 7-8 Employee met dad at pool & discussed need for a new liner. He said it would be a yr or so before he could get a new liner. Dad agreed. No other communication was had just a bill for service/labor and mileage. Assuming he was going to patch the hole, my dad went into the house. Unknown to dad, he did not patch the hole. 7-10 the pool sides collapsed due to loss of water, dad called V. Pool. 7-13 Employee came said pool was beyond repair & would need to be replaced ($50,000) or filled in. In addition, it would up to 2 yrs to replace. To date, I have spoken with numerous employees, the district manager & owner. Everyone says something different. No one can explain why the hole was not patched. In the meantime, the water left in pool is a health hazard. My dad has suffered much angst & desires a resolution.

  Business response

  09/28/2021

  To Whom It May Concern:Valley Pool Company built an inground vinyl-lined swimming pool for the **** family fifty-years ago, in 1971.  At that time, the pool structure was warranted for 30 years but our experience has shown that the average life of these pools is approximately 40 years. On July 6th of this year, we were contacted by Mr. **** about a leak in his pool. We sent a service technician to the site on July 8th.  This technician determined that the cause of the leak was a large tear in the vinyl and informed Mr. **** that the vinyl liner could not be repaired and would need to be replaced. Two days later the structure collapsed.  Subsequent to this, I receive a call from Mr. **** requesting a personal meeting with me.  This meeting took place the following week and he blamed the collapse of the pool structure on our failure to patch the hole in the liner.  For some reason, he believed that it was a small hole that could have been easily patched. The photos taken by my technician on July 8th clearly show that this was not the case.  It is apparent in these photos that there is a large split in the vinyl and that the liner had floated due to the volume of water that had leaked out of the pool.We told Mr. **** that there were two options regarding the pool – replace it with a new pool or fill in the hole and restore the area to a nice lawn.  We sent Mr. **** a proposal with pricing to do this work and a few weeks later I receive this complaint from the BBB.I absolutely reject their desired settlement offer.  My company has no responsibility for the collapse of this swimming pool.  The reasons for the pool collapse are that the pool is 50 years old and the structure of the pool has rotted away and when the liner split open and the water drained down the rotted walls collapsed.  Patching the liner was NOT possible.My company has been in business for over sixty-one years and the ***** have been customers of ours for fifty of those years.  I am sorry that they feel as though we wronged them but every product has a life expectancy and their pool has reached the end of that.Respectfully,Jeffrey A. Meadows, PresidentValley Pool & Spa

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