Chuck's Auto Body, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** *** To whom it may concern,I reject that Latham pool products made me a fair offerThere new offer of $isn't really fairIf you take out the shipping cost of $They are saying the liner at the prorated amount is $which is 30% of $So they are now telling me to replace my liner it is over $The I have gotten quotes for $to $for the same linerTheir formula on this warranty is slighted towards the company not the customerIt is unfair to say a new liner will over over $when I can't find a quote near that numberI'm the one with the damage linerI'm the one with a detective productI willing to pay a fair price not this ridiculious number they came up thisI would even except 30% of the high price I found of $Which comes to $+ shipping for a total of $Most company's today stand by their products regardless of the issue but I found over the past 20+ years dealing with the pool industry, they works a different wayCustomer is never firstI will not except the $offer made by Latham Pools productsMy level of acceptance is above.Thank You for your time*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolutions is not satisfactoryHowever, I'm not going to continue this back and forth as I have read the complains and every time is the same the company does not take responsibility for their products Therefore is just going to be a waste of time for me to continue emailing back and forth What is not a waste of time is to let my over 20k followers on social media know that this company guarantee won't protect their purchase at all since they will always find a way to reject any claim Is a waste of time to even consider doing business with them Regards, *** ***

The Warranty Service Department was contacted by the end consumer about this two year old liner concern. The Warranty Service Department, advised the end consumer of our process as outlined below and documented on our warranty that is presented to the end consumer at time of liner
installation. See also attached Warranty.1) If you believe you have a warranty claim that occurs within three years of the date your product is installed, please contact the retail seller of the Latham Pool Products, InclinerIf a manufacturing defect is the cause of a product failure, the seller of the product is responsible for contacting the distributor from whom the liner was purchasedInstruction will be provided to the seller as to the process by which the liner will be repaired or replacedPlease do not contact the Warranty Service department if a liner has been in use less than three years.Latham Pool Products appreciates the details and feedback. We have also contacted all parties, the retail seller and distributor of the claim the end user has submitted, as well as created a Return Merchandise Authorization for the Distributor. We have processed a credit accordingly to our Distributor for this RMA.Latham Pool Products takes great pride in all products we manufacturer and are always willing to help and advise of the process to resolve these types of matters

***, my apologies for not respondingMy issue with Latham Pool Company is resolvedI want to thank the Revdex.com for their assistance in getting
Latham to honor their pledge of sending me a rebate as they advertisedThe Revdex.comIs an essential organization in helping consumers like myself to get companies to honor their commitments. I appreciate the Revdex.com’s quick response to my complaint and for your help in resolving my issueThank you. Regards,*** ***

***, my apologies for not respondingMy issue with Latham Pool Company is resolvedI want to thank the Revdex.com for their assistance in getting
Latham to honor their pledge of sending me a rebate as they advertisedThe Revdex.comIs an essential organization in helping consumers like myself to get companies to honor their commitments. I appreciate the Revdex.com’s quick response to my complaint and for your help in resolving my issueThank you. Regards,*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for giving me the opportunity to replied to their letter.Attached information, When I spoke with Mr*** I explain to that Ms*** have numerous of opportunities to informed me about cost However Ms*** continued to used the "installed your new liner" in her communication leading me to believe that the liner was going to be installed at no cost to me I also explained to Mr*** that all I wanted was information in my initial requestI did not file a claim Why not be clear with the customer I'm sure they have been enough claims before for them to have and idea of what is cover under their warrantyThey choose the mislead customers so when they offer a liner at a discount price and tell the customer that they are just trying to help them the customer end up purchasing another liner All I wanted was transparency, I did gave Mr*** samples such as "we need to see if the damage if cover under the warranty before we proceed" I'm sure we could come on with hundreds of way to tell the customer that they might have charges All I want is what I was offer I attached emails body since their email are encrypted with their logos and I can't attached them.Good afternoonThe liner that was install on my pool on 12-09-is getting wrinkles and is looking bad around the edges. This liners has a year warranty on. I need this issue to be corrected or someone to call me with information about it These just starting to happen first was some minor wrinkles at the bottom and now this. Looking forward to hearing from you

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.MrBlack is misrepresenting the facts, in that the warrantee states, and I quote “structural failure” shall be defined as water loss due to fracture, void, crack, or other similar separation of the Pool The representative from Indiana, *** ***, stated"The cracking around the in-floor cleaning system jets should not be there We can repair those."In other words, MrM*** and Ms*** were willing to help and repair and reimburse for the testing that FOUND the cracks in the poolIt was only when we began dealing with MrBlack that the company changed its response to usHis offer of half the cost was not seen as a goodwill gesture in any wayAnd of course, he now NO LONGER even responds to our communication by email or phoneRegards, *** ***

Dear Mr***, I am in receipt of a complaint case # ***, registered by Ms*** *** of *** ** ***I want to thank you for the opportunity to replyMy review of Ms*** claim in our warranty database indicates that we started correspondence regarding warranty
consideration on her pool liner serial#*** on 3/16/Our process is to gather information in relation to her concern and to document all correspondenceWe had opened a claim # *** and gathered her information serial#, pictures, warranty card, and explained that we still need a dealer confirmation as she could not provide us with that information as her original dealer was not answering her callsMs*** then asked if we can provide her with dealers in her area that could help with her situationWe provided her with multiple dealer listings from our network search so she can contact directlyThe dealer or contractor who Ms*** chose is an independent contractor and not an agent or employee of Latham Pool Products, IncMeanwhile, we sent her pictures over to our Quality Deptwhich is a crucial part for final determination of a valid warranty claim and most important allows us to ascertain the root causeWe received our report from Quality on 3/17/17, which results in a non-manufacturing issue due to excessive “chemical damage” which contributed to her wrinkles in her pool liner. As the manufacturer we can’t control the environment our liner is subject to once they are installedOnce we have the disposition of warranty coverage we can move forward with our warranty process. In instances where consumers do not have a valid warranty situation like Ms***’s claim, we try to make accommodations with issues that are out of our warranty guidelines and keep their dealer \installer involvedHaving said that, we responded to Ms*** with a good will offer to resolve her non-warranty situationTo my surprise, Ms*** replied to us with a notification email that she will contact the Revdex.com due to her assumption the liner would be “Free of Charge”I personally called her to explain our process while thoroughly reviewing her warranty in detail with her which clearly states that we warrant seam separations, our manufacturing processI also explained possible causes of wrinkling and that at any point there was no indication verbally or electronically that mentioned a “Free of Charge” linerShe also expressed her feelings to me in regards to her experience with her contractorBy authorizing this good will gesture, Latham Pool Products, Incdoes not accept any responsibility for Ms***’s pool liner issue and any labor charges regarding the replacement of this said linerOur good gesture offer is an offer of resolution, while using the warranty as a guideline and applying reasonable flexibility, will allow us to resolve most non warranty issues with mutual satisfactionLatham International is a very reputable company; we take pride in our service to our consumersI would welcome a call from Ms*** directly to resolve this issue as mentioned aboveIf you have any other questions please feel free to call me on our toll free warranty phone: * *** *** *** *** Sincerely, Doug *** Supervisor of Warranty/TechServices for US Package Pools

Dear Sirs, The ***'s contacted us regarding their leaking fiberglass swimming pool shell. Our Repair Manager at our West Virginia facility, Tom M***, spoke to them and asked if there were any large cracks in the shell. They stated that there were a few hairline cracks around a few
of the in-floor fittings but no large cracks. Tom informed them that it was highly unlikely that the hairlines would cause a leak and that cracks of this nature were not covered by the Limited Lifetime Warranty which pertains to their shell. He told them that one possible solution would be to locate and contact a leak detection company and contract with them to determine where the pool was leaking and that if it was leaking through the shell we would reimburse them for the expense of the leak detection company. They hired American Leak Detection to attempt to find the leak. Invoice #(attached) from American Leak Detection dated 10/1/states:"The skimmer line had a very small leak on it. Dye tested the skimmer throat, it was leak free at this time. Dove the pool and dye tested all of the floor inlets, main drain canister and side suctionThey were all leak free at this timeThe pump has a small leak on the male fitting on top of the pump. It is my suggestion to use 'Stop Leak' and try to seal the structure of the pool." I spoke to the owner of this franchise of American Leak Detection regarding his comment, "to seal the structure of the pool." We discussed the fact the shell is a minimum of 1/4" thick and that water will not leak or weep through the shell. He commented that his suggestion was merely based on the fact that no large leak point was discovered and that the use of Stop Leak had often resolved minor leak issues in plumbing systems (skimmer line) and that based on his professional experience it was the best path forward for the ***s'. The ***'s did add Stop Leak (or a similar product) to the pool and the leak stopped.We are happy to stand behind our product per the Limited Lifetime Warranty (attached). At this time there is no known defect in the shell. We agreed to pay the ALD fee if they found the leak to be caused by a defect in the shell. They found no leak in the shellAs *** indicates we offered to pay half of the cost as a gesture of goodwill and the ***'s rejected the offer. Please let me know your thoughts. Sincerely, Rick Black Warranty Director - Fiberglass Division

The Warranty Service Department was contacted by the end consumer about this two year old liner concern. The Warranty Service Department, advised the end consumer of our process as outlined below and documented on our warranty that is presented to the end consumer at time of liner
installation. See also attached Warranty.1) If you believe you have a warranty claim that occurs within three years of the date your product is installed, please contact the retail seller of the Latham Pool Products, InclinerIf a manufacturing defect is the cause of a product failure, the seller of the product is responsible for contacting the distributor from whom the liner was purchasedInstruction will be provided to the seller as to the process by which the liner will be repaired or replacedPlease do not contact the Warranty Service department if a liner has been in use less than three years.Latham Pool Products appreciates the details and feedback. We have also contacted all parties, the retail seller and distributor of the claim the end user has submitted, as well as created a Return Merchandise Authorization for the Distributor. We have processed a credit accordingly to our Distributor for this RMA.Latham Pool Products takes great pride in all products we manufacturer and are always willing to help and advise of the process to resolve these types of matters

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** *** To whom it may concern,I reject that Latham pool products made me a fair offerThere new offer of $isn't really fairIf you take out the shipping cost of $They are saying the liner at the prorated amount is $which is 30% of $So they are now telling me to replace my liner it is over $The I have gotten quotes for $to $for the same linerTheir formula on this warranty is slighted towards the company not the customerIt is unfair to say a new liner will over over $when I can't find a quote near that numberI'm the one with the damage linerI'm the one with a detective productI willing to pay a fair price not this ridiculious number they came up thisI would even except 30% of the high price I found of $Which comes to $+ shipping for a total of $Most company's today stand by their products regardless of the issue but I found over the past 20+ years dealing with the pool industry, they works a different wayCustomer is never firstI will not except the $offer made by Latham Pools productsMy level of acceptance is above.Thank You for your time*** ***

Dear Mr*** I am responding to complaint case # ***, registered by Mr*** ** *** of *** *** **I want to thank you for the opportunity to replyOur review of Mr.***’s claim in our warranty database indicates that we started correspondence regarding warranty
consideration on his pool liner serial *** on 9/23/We followed all standard practices with his claim and quoted him accordingly with a prorated warranty price on 9/30/Mr*** reached out to us on 4/25/we explained to him that he is paying for a warranty replacement liner at pricing versus the original costWe extended a one-time offer below the original warranty cost as an accommodation only as a resolution to this situationWe feel that our extended offer is more than a fair and reasonable resolution to this situationMr***’s claim will remain open for days at this price after that we will consider it closedIf you need any additional information please feel free to contact us*** Sincerely, LPP, Incwarranty Division

Dear Mr***, I am in receipt of a complaint case # ***, registered by Ms*** *** of *** ** ***I want to thank you for the opportunity to reply My review of Ms*** claim in our warranty database indicates that we started correspondence regarding warranty
consideration on her pool liner serial#*** on 3/16/Our process is to gather information in relation to her concern and to document all correspondenceWe had opened a claim # *** and gathered her information serial#, pictures, warranty card, and explained that we still need a dealer confirmation as she could not provide us with that information as her original dealer was not answering her callsMs*** then asked if we can provide her with dealers in her area that could help with her situationWe provided her with multiple dealer listings from our network search so she can contact directlyThe dealer or contractor who Ms*** chose is an independent contractor and not an agent or employee of Latham Pool Products, IncMeanwhile, we sent her pictures over to our Quality Deptwhich is a crucial part for final determination of a valid warranty claim and most important allows us to ascertain the root causeWe received our report from Quality on 3/17/17, which results in a non-manufacturing issue due to excessive “chemical damage” which contributed to her wrinkles in her pool liner. As the manufacturer we can’t control the environment our liner is subject to once they are installedOnce we have the disposition of warranty coverage we can move forward with our warranty process. In instances where consumers do not have a valid warranty situation like Ms***’s claim, we try to make accommodations with issues that are out of our warranty guidelines and keep their dealer \installer involvedHaving said that, we responded to Ms*** with a good will offer to resolve her non-warranty situationTo my surprise, Ms*** replied to us with a notification email that she will contact the Revdex.com due to her assumption the liner would be “Free of Charge”I personally called her to explain our process while thoroughly reviewing her warranty in detail with her which clearly states that we warrant seam separations, our manufacturing processI also explained possible causes of wrinkling and that at any point there was no indication verbally or electronically that mentioned a “Free of Charge” linerShe also expressed her feelings to me in regards to her experience with her contractor By authorizing this good will gesture, Latham Pool Products, Incdoes not accept any responsibility for Ms***’s pool liner issue and any labor charges regarding the replacement of this said linerOur good gesture offer is an offer of resolution, while using the warranty as a guideline and applying reasonable flexibility, will allow us to resolve most non warranty issues with mutual satisfaction Latham International is a very reputable company; we take pride in our service to our consumersI would welcome a call from Ms*** directly to resolve this issue as mentioned above If you have any other questions please feel free to call me on our toll free warranty phone: * *** *** *** *** Sincerely, Doug *** Supervisor of Warranty/TechServices for US Package Pools

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you for giving me the opportunity to replied to their letter.Attached information, When I spoke with Mr*** I explain to that Ms*** have numerous of opportunities to informed me about cost However Ms*** continued to used the "installed your new liner" in her communication leading me to believe that the liner was going to be installed at no cost to me I also explained to Mr*** that all I wanted was information in my initial requestI did not file a claim Why not be clear with the customer I'm sure they have been enough claims before for them to have and idea of what is cover under their warrantyThey choose the mislead customers so when they offer a liner at a discount price and tell the customer that they are just trying to help them the customer end up purchasing another liner All I wanted was transparency, I did gave Mr*** samples such as "we need to see if the damage if cover under the warranty before we proceed" I'm sure we could come on with hundreds of way to tell the customer that they might have charges All I want is what I was offer I attached emails body since their email are encrypted with their logos and I can't attached them.Good afternoonThe liner that was install on my pool on 12-09-is getting wrinkles and is looking bad around the edges. This liners has a year warranty on. I need this issue to be corrected or someone to call me with information about it These just starting to happen first was some minor wrinkles at the bottom and now this. Looking forward to hearing from you.

It was handled out of Viking pools in CaliforniaResolved

We are scheduled to repair the eight small spots (according to *** they are about 1/2" x 3" in size - total = square foot) the week of August There are approximately square fee of surface area in the entire shell We will repair the one square foot has that has
discolored No refund is appropriate at this time as of square feet are unaffected. Sincerely, Rick ***Director of Warranty and Field Services - US Fiberglass Divison

Phone response - the consumer has received the rebate, and we have received an email confirmationApparently we had sent it to the wrong address initially

Spoke to Homeowner this morning 7/7/at 0810, explained that installer is required to file a claim with Latham Pool Products on his behalf. Homeowner stated that installer was at the home a week ago and took photos. Asked the Homeowner to provide a contact name and number of
installer, so that we can follow up with installer on filing a claim. Homeowner will obtain installer contact info and call us back with same. Latham Pool Products will follow up with installer on filing a claim and disposition accordingly per our warranty.Thank you

Dear Revdex.com Representative, ***, and ***, Latham Pool Products does in fact stand
behind all of our products. I ask that each of you please thoroughly read Page of the attached
document (invoice from the leak detection company) that very clearly
states that they dye tested the pool and found no evidence of a leak in
the shell. I personally spoke to the owner of American Leak Detection and he confirmed this. If the cracks around the fittings were leaking the dye test
would have easily demonstrated the leakRegardless of the facts above, in a gesture of goodwill and an in effort to stop
this endless stream of emails we are willing to send our repair
technician to repair the hairline cracks around the fittings and the skimmer. This will eliminate the possibility that the shell is losing water through these cracks. Per the Limited Lifetime Warranty applicable to this shell (attached to this email)it is the customers responsibility to drain and brace the shell (proper procedures for this process are attached to this email) and ensure there is no water under or around the shell. The document attached as Fiberglass Repair Agreement-*** needs be dated, signed and returned to me via email or fax at ***. Upon receipt of the signed agreement we can discuss the scheduling of the trip. In all likelihood, after the repairs are made, water will continue to
leak through whatever source it is leaking now. Latham will not be held
responsible for any leaks occurring after we repair the hairline cracks
around the in-floor fittings and the near the skimmerThis offer to repair replaces any and all previous offers. Any and all previous offers are rescinded at this timeRick