I received a letter last week from the Revdex.comID ***The holes in the complainer's liner were not due to installation errorAfter examining the pool, it was our opinion that
the holes were caused by an animalWe came to this conclusion due the the presented evidence of animal hair in the water, animal hair clumps in the skimmer basket, animal hair clumps on the solar blanket, scratch marks in the liner, homeowner admittance of dogs in the pool, puncture in seam line duct tape, and proximity of the holes to the water lineWe have photos both from the complainer and of our own supporting this.
The complainer contacted us after the warranty terms had expired(Warranty expired June 22, We were contacted July 16, 2014) We did however follow through with a timely site visit and customer service for multiple weeks.
I am attaching some supporting emails of my statementsIf you would like pictures too, please let us know and I'll provide in a separate email.
***
Jul
to me
Hello,
I heard back from linerwerx today and was told these tears resulted from an installation errorI know you have a day workmanship guarantee and we are past that date, however I waited to contact you until I was sure this wasn't a manufacturer defectPlease see attached picturesI have not patched the holes yet and they are still able to be viewed if necessaryPlease see original message to manufacturer below
*** ***
***
On Thursday, June 5, 4:PM, *** *** wrote:
Hello,
Here is the complete email
We spoke on the phone this morningI purchased a pool package which included a liner from *** on April 14, I had the pool/liner professionally installed on May 22, from Belly Flop Pools a company from Green Bay, WIThe serial # of my liner is *** and it is for a foot round poolI noticed on 5/31/that small holes were starting above the water line by several vertical supports(see attached pictures)You can contact me via this email or my phone # which is ***
Thank you,
*** ***
Another email below
*** ***
Jul
to me
Hello,
I'm not denying my dogs swim in the pool, they get in and out with me in itI'm sure you and I are both smart enough to figure out that if they jumped in on their own they would either drown or scratch way more than just the tops of the linerI don't get why each scratch or hole is by a support beam and no where else above the water lineThat is either highly coincidental or something else is going on here. There are several more than what I sent in the pictures, the liner company only asked to see the bad onesAlmost every support has a knick or cut or hole or distressed vinyl on it. That is why I asked you to call me before you came so that I could have been there to show you each and every one and resolve this issueA dog isn't going to make evenly spaced out scratch marks only by support beams and no where else
If I knew that my dogs did this do you really think I would contact the liner company in Canada and then go through all of this trouble with you? I will be calling Allied or another reputable company out of Green Bay to get a second opinion on how these marks got into my brand new liner
Also the time stamp on these photos that were taken from my phone were taken before our deck was built, therefore there was no access for dogs or anything or anyone for that matter to get into the pool to make these marksI do not feel satisfied with your conclusion and I do not feel that this issue is resolved
***
Please let us know if you have other questions
Thank you,
On August 3, *** *** from BellyFlop Pools looked at my pool and said you could replace the linerOn April 26,I hand carried a check to *** for $for the down payment*** assured me he would complete the job in MayOn May 25, he told me to drain the pool because he was doing the job between June and June 3, On June 1, *** told me he never ordered the liner and refused to do the job because he couldn't verify the measurementsNow I can not even refill the pool because the liner is all wrinkled and torn from draining the waterIn Wisconsin we only get months of warm weatherThis clown wasted the entire summer of swimming for our familyHe did say he would put the check in the mail to reimburse me but now I have to start over from scratch with another contractor What a way to run a business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I reject the business explanation. For the previous reasons stated. There was no acess to the pool for a dog to get in by themselves. I was outside of the 30 day warranty in contacting the installation company but I was waiting to hear back from the liner manufacturer first. They have recorded information on when I contacted them and what we discussed, which was within the 30 days from installation. I also have this statement from Bellyflop pools themselves...
"Hello,
The holes are not from installation. I do know this for sure. We looked at
your pool and our 'opinion' is that they came from an animal in the pool. Are we
saying that this is the certain cause? No, we are not. It is our considered
opinion. "
I also offered to get another opinion to see if they would take a different companys opinion of how the holes got there, and then remedy this situation after I got another opinion and the above was there stated response.
I have pictures showing that there was no access to the pool while I contacted linerwerx company. A dog cannot jump from the groud 52 inches up into a pool with a solar cover on it without drowining. The pool is covered at all times when not in use. ALso my dogs are not allowed outside when no one is home, we live feet away from a busy county road, when the dogs are outside, someone is home and I would know whether they had been in the pool or not.
The other point is that these holes, scracthes and puncture marks are ONLY located right on the support beams. NO where else above the water line has any marks besides by the support beams. It is highly unlikely that IF a dog got in alone without drowning and somehow got back out alone with no acess to the pool except for jumping up 52 inches that they would only scratch on support beams and only below the water line. If a dog was in alone and trying to get out the back feet would scratch below the water line. I know we do not have any holes below our water line because our pool is not leaking.
The punctue hole he speaks of in duct tape...I did not put duct tape on the pool, I'm assuming they tape the seams and the holes went thorugh the liner and you can see the duct tape. Also a dogs nails will not make perfect "V" cuts in the liner, which we have as well.
I believe these marks are the result of clamping the liner over the pool wall edges which are rough. I did witness the pool liner being clamped over the jagged pool wall, this is a part of normal installation I understand that but I think this is how these marks got in there. Otherwise there is a hardware defect somewhere on the support beams that are rubbing on the liner...which should have been taped.
I am attaching all the pictures that detail the deficits in the liner...if they were from my dogs they should all look the same and they do not. Only 1 deficit resembles scratches the rest do not.
The second to last image attached shows that there was no deck attached to pool, this was taken on Sunday May 25th 2014 at 5:06 pm, I contacted linerwerx on June 5th with the following email after having spoke on the phone with them that morning...
"Hello,
We spoke on the phone this morning. I purchased a pool package which included
a liner from www.aboveground-swimming-pools.com on April 14, 2014. I had the
pool/liner professionally installed on May 22, 2014 from Belly Flop Pools a
company from Green Bay, WI. The serial # of my liner is [redacted] and it is for a
21 foot round pool. I noticed on 5/31/14 that small holes were starting above
the water line by several vertical supports. (see attached pictures). You can
contact me via this email or my phone # which is [redacted]."
The deck was built on Sunday June 8th by a Kruse Construction company employee who will verify the date it was built.
Therefore I do not feel satisfied with the conclusion that these deficits were caused from my dogs. I feel there is enough information to prove otherwise. I feel the company saw the hair in the pool and took the easy way out blaming my dogs.
The last image shows how the dogs "swim" in the pool and how they gain access.
Thank you,
Regards,
[redacted]
I received a letter last week from the Revdex.comID ***The holes in the complainer's liner were not due to installation errorAfter examining the pool, it was our opinion that
the holes were caused by an animalWe came to this conclusion due the the presented evidence of animal hair in the water, animal hair clumps in the skimmer basket, animal hair clumps on the solar blanket, scratch marks in the liner, homeowner admittance of dogs in the pool, puncture in seam line duct tape, and proximity of the holes to the water lineWe have photos both from the complainer and of our own supporting this.
The complainer contacted us after the warranty terms had expired(Warranty expired June 22, We were contacted July 16, 2014) We did however follow through with a timely site visit and customer service for multiple weeks.
I am attaching some supporting emails of my statementsIf you would like pictures too, please let us know and I'll provide in a separate email.
***
Jul
to me
Hello,
I heard back from linerwerx today and was told these tears resulted from an installation errorI know you have a day workmanship guarantee and we are past that date, however I waited to contact you until I was sure this wasn't a manufacturer defectPlease see attached picturesI have not patched the holes yet and they are still able to be viewed if necessaryPlease see original message to manufacturer below
*** ***
***
On Thursday, June 5, 4:PM, *** *** wrote:
Hello,
Here is the complete email
We spoke on the phone this morningI purchased a pool package which included a liner from *** on April 14, I had the pool/liner professionally installed on May 22, from Belly Flop Pools a company from Green Bay, WIThe serial # of my liner is *** and it is for a foot round poolI noticed on 5/31/that small holes were starting above the water line by several vertical supports(see attached pictures)You can contact me via this email or my phone # which is ***
Thank you,
*** ***
Another email below
*** ***
Jul
to me
Hello,
I'm not denying my dogs swim in the pool, they get in and out with me in itI'm sure you and I are both smart enough to figure out that if they jumped in on their own they would either drown or scratch way more than just the tops of the linerI don't get why each scratch or hole is by a support beam and no where else above the water lineThat is either highly coincidental or something else is going on here. There are several more than what I sent in the pictures, the liner company only asked to see the bad onesAlmost every support has a knick or cut or hole or distressed vinyl on it. That is why I asked you to call me before you came so that I could have been there to show you each and every one and resolve this issueA dog isn't going to make evenly spaced out scratch marks only by support beams and no where else
If I knew that my dogs did this do you really think I would contact the liner company in Canada and then go through all of this trouble with you? I will be calling Allied or another reputable company out of Green Bay to get a second opinion on how these marks got into my brand new liner
Also the time stamp on these photos that were taken from my phone were taken before our deck was built, therefore there was no access for dogs or anything or anyone for that matter to get into the pool to make these marksI do not feel satisfied with your conclusion and I do not feel that this issue is resolved
***
Please let us know if you have other questions
Thank you,
On August 3, *** *** from BellyFlop Pools looked at my pool and said you could replace the linerOn April 26,I hand carried a check to *** for $for the down payment*** assured me he would complete the job in MayOn May 25, he told me to drain the pool because he was doing the job between June and June 3, On June 1, *** told me he never ordered the liner and refused to do the job because he couldn't verify the measurementsNow I can not even refill the pool because the liner is all wrinkled and torn from draining the waterIn Wisconsin we only get months of warm weatherThis clown wasted the entire summer of swimming for our familyHe did say he would put the check in the mail to reimburse me but now I have to start over from scratch with another contractor What a way to run a business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I reject the business explanation. For the previous reasons stated. There was no acess to the pool for a dog to get in by themselves. I was outside of the 30 day warranty in contacting the installation company but I was waiting to hear back from the liner manufacturer first. They have recorded information on when I contacted them and what we discussed, which was within the 30 days from installation. I also have this statement from Bellyflop pools themselves...
"Hello,
The holes are not from installation. I do know this for sure. We looked at
your pool and our 'opinion' is that they came from an animal in the pool. Are we
saying that this is the certain cause? No, we are not. It is our considered
opinion. "
I also offered to get another opinion to see if they would take a different companys opinion of how the holes got there, and then remedy this situation after I got another opinion and the above was there stated response.
I have pictures showing that there was no access to the pool while I contacted linerwerx company. A dog cannot jump from the groud 52 inches up into a pool with a solar cover on it without drowining. The pool is covered at all times when not in use. ALso my dogs are not allowed outside when no one is home, we live feet away from a busy county road, when the dogs are outside, someone is home and I would know whether they had been in the pool or not.
The other point is that these holes, scracthes and puncture marks are ONLY located right on the support beams. NO where else above the water line has any marks besides by the support beams. It is highly unlikely that IF a dog got in alone without drowning and somehow got back out alone with no acess to the pool except for jumping up 52 inches that they would only scratch on support beams and only below the water line. If a dog was in alone and trying to get out the back feet would scratch below the water line. I know we do not have any holes below our water line because our pool is not leaking.
The punctue hole he speaks of in duct tape...I did not put duct tape on the pool, I'm assuming they tape the seams and the holes went thorugh the liner and you can see the duct tape. Also a dogs nails will not make perfect "V" cuts in the liner, which we have as well.
I believe these marks are the result of clamping the liner over the pool wall edges which are rough. I did witness the pool liner being clamped over the jagged pool wall, this is a part of normal installation I understand that but I think this is how these marks got in there. Otherwise there is a hardware defect somewhere on the support beams that are rubbing on the liner...which should have been taped.
I am attaching all the pictures that detail the deficits in the liner...if they were from my dogs they should all look the same and they do not. Only 1 deficit resembles scratches the rest do not.
The second to last image attached shows that there was no deck attached to pool, this was taken on Sunday May 25th 2014 at 5:06 pm, I contacted linerwerx on June 5th with the following email after having spoke on the phone with them that morning...
"Hello,
We spoke on the phone this morning. I purchased a pool package which included
a liner from www.aboveground-swimming-pools.com on April 14, 2014. I had the
pool/liner professionally installed on May 22, 2014 from Belly Flop Pools a
company from Green Bay, WI. The serial # of my liner is [redacted] and it is for a
21 foot round pool. I noticed on 5/31/14 that small holes were starting above
the water line by several vertical supports. (see attached pictures). You can
contact me via this email or my phone # which is [redacted]."
The deck was built on Sunday June 8th by a Kruse Construction company employee who will verify the date it was built.
Therefore I do not feel satisfied with the conclusion that these deficits were caused from my dogs. I feel there is enough information to prove otherwise. I feel the company saw the hair in the pool and took the easy way out blaming my dogs.
The last image shows how the dogs "swim" in the pool and how they gain access.
Thank you,
Regards,
[redacted]