Add On Pools, Inc.

Complaint* ***
I am rejecting this response because:
I think this response is a backhanded way around the truthI understand things go wrong and extra steps must be taken to resolve the problem but never discussed was the possibility of the liner falling down the wall due to an old track before during or after installHad they told me this may happen times, I would of been happy to of installed the liner lock and pay for themWas I supposed to just accept the fact a new liner that was installed two months ago should be falling down or do you provide a service to correct the problem that you performedI also agreed to pay for the locks,plus tax, as the owner so unprofessionally demanded, but I should pay for an hour and a half worth of labor that I paid for when I paid the install of the liner? They obviously do not guarantee their work because if they did they would of just charged me for the locks which I would of paid for since the were obviously neededAnd then to tell a customer to never call them again is unrealI paid for a service to have a liner installed for thousands And now I'm supposed to pay for the labor of fixing the liner that's falling downIf you bought at car for thousands of dollars and drove off the lot and the steering wheel fell off, or the engine fell out, don't you think the dealer should fix it? Paying for a profit is one thing, paying for additional labor to fix the problem they just installed is another
Regards,
*** ***

[redacted] is correct the extrusion that holds the liner in place is made of plastic and not traditional aluminum. Over time this material has widened due to age and is not performing it original intention
of holding the liner in place. Sometimes it is difficult to determine the performance of...

extrusion by looking at it and how it will stand up to the pressure of a new liner installation.
I share in [redacted] frustration in understanding why sometimes original equipment fails. We could have changed the extrusion to aluminum, however it would have been outside the scope of the original work and would have cost about $800.00 to replace. After two time out to reinstall the liner we thought a reasonable solution would be to liner lock the entire pool. This is also outside the scope of the original work but a more reasonable solution.  
Repair work is just that, repair work and it is unreasonable to think every possible problem one may find in the act of repair can be discussed before hand. If you were to purchase a new tire and the rim was damaged, the cost of a new rim would not be included in the cost of the tire.
please refer to the agreement singed by [redacted] under the signature it states " By signing above the owner has read and agrees to possible extra charges from ground water conditions or any unseen or unknown problems that may exist"  
We feel that we have made every reasonable effort to solve the problem and that the charge of $ 175.00 was in the scope of the agreement. 
?

This company is defiantly not the company to use if you want anything done with you pool. I had a pool installed by them 10 years ago which was not a pleasant experience at all and not done well but of course they didn't want to hear anything after they had my money. Now I need a new liner which I was defiantly not using them again and found out I had ground water which needs an underground pipe installed to clear out the water which I understand. Before installing the pipe I called and went into add on pools to see if I was lucky enough to have had it installed when then put my pool in and they pulled up my file and told me they hit ground water and the pipe was installed!!!! But they didn't have a record of where it was so they couldn't tell me where it was except that is would be somewhere on the deep end of the pool and it was my problem to find it. Leaving happy it was installed but furious with them that they didn't want to help at all and said it was pretty much my problem to find it. So I hire a landscaper to dig up my whole end pool area to find no dewatering pipe but did find a surface drain which I knew wasn't what I was looking for and kept digging. My landscaper and everyone said it cant be there. So I go back to add on for them to have a totally different story for me and said they didn't put in a dewatering pipe that they told me they did because they hit ground water when they put in the pool. They were not nice throughout the whole ordeal and unhelpful and caused me to rip up my whole landscaping for something that was not even there!!!!!!. Bottom line here is to not ever ever ever use this company for anything pool related. They don't know what they are doing or saying and very rued people with no care for the customer!!!!!... I really hope people read this before choosing to use this company.

Review: They installed a new pool liner 2 months ago, the liner continued to fall down the wall, called them to fix, the stuck some locks in place, they never once told me that this May happen because I have an older pool, this was NEVER DISCUSSED PRIOR TO INSTALLING LINER, DURING THE INSTALL, OR AFTER INSTALL COMPLETE, until I kept calling them to say the liner was falling down the wall. now they are telling me it's because I have an outdated channel and they wAnt to charge me to keep the liner from falling down. I had this pool for 9 years and vere once did I have a problem with my liner. After I explained to them that I would have no problem paying for the locks themselves but I'm not paying on labor after I just paid them 3500 to install a new liner, he told me to never call them again to come out and fix it..he was rude and brazen and after paying thousands he wants me to pay them for their time to fix something they failed to do correctly. I would if paid for the locks, but labor? I just paid them To install the liner and he wants me to pay them again to fix it. And then to tell a customer to not ever call again because he is annoyed I wouldn't concede? The man I spoke to initially said the charges must be a mistake but then the unprofessional owner decided to overuse good customer service and tried to feed me a line if crap about my old channel..why didn't I hear this before or during install? Why find out after the liner fell down 3x. And then try to charge me for it. I don't think I should be charged the measly $175 after paying 3500 to have it installed right the first time.Desired Settlement: Not to pay $175 bill. I will also look at my contract further to see what the guarantee on installation is as well as he told me not to call them again, if my warranty states they should fix it...then they will or I will take further legal action. Guess there is only customer service when he was trying to get the business but not after the get your $.

Business

Response:

[redacted] is correct the extrusion that holds the liner in place is made of plastic and not traditional aluminum. Over time this material has widened due to age and is not performing it original intention

of holding the liner in place. Sometimes it is difficult to determine the performance of extrusion by looking at it and how it will stand up to the pressure of a new liner installation.

I share in [redacted] frustration in understanding why sometimes original equipment fails. We could have changed the extrusion to aluminum, however it would have been outside the scope of the original work and would have cost about $800.00 to replace. After two time out to reinstall the liner we thought a reasonable solution would be to liner lock the entire pool. This is also outside the scope of the original work but a more reasonable solution.

Repair work is just that, repair work and it is unreasonable to think every possible problem one may find in the act of repair can be discussed before hand. If you were to purchase a new tire and the rim was damaged, the cost of a new rim would not be included in the cost of the tire.

please refer to the agreement singed by [redacted] under the signature it states " By signing above the owner has read and agrees to possible extra charges from ground water conditions or any unseen or unknown problems that may exist"

We feel that we have made every reasonable effort to solve the problem and that the charge of $ 175.00 was in the scope of the agreement.

?

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

I think this response is a backhanded way around the truth. I understand things go wrong and extra steps must be taken to resolve the problem but never discussed was the possibility of the liner falling down the wall due to an old track before during or after install. Had they told me this may happen 3 times, I would of been happy to of installed the liner lock and pay for them. Was I supposed to just accept the fact a new liner that was installed two months ago should be falling down or do you provide a service to correct the problem that you performed. I also agreed to pay for the locks,plus tax, as the owner so unprofessionally demanded, but I should pay for an hour and a half worth of labor that I paid for when I paid the install of the liner? They obviously do not guarantee their work because if they did they would of just charged me for the locks which I would of paid for since the were obviously needed. And then to tell a customer to never call them again is unreal. I paid for a service to have a liner installed for thousands And now I'm supposed to pay for the labor of fixing the liner that's falling down. If you bought at car for thousands of dollars and drove off the lot and the steering wheel fell off, or the engine fell out, don't you think the dealer should fix it? Paying for a profit is one thing, paying for additional labor to fix the problem they just installed is another.

Regards,