[redacted] ? ? Dear Mr[redacted], I am responding to complaint case # [redacted], registered by Ms[redacted] I want to thank you for the
opportunity to replyOur review of Ms[redacted]’s claim#[redacted] in our warranty database indicates that we have documented correspondence regarding warranty consideration on her pool liner serial# [redacted]Her submitted picture(s) indicated a massive hole in the bottom of her liner with pieces of ice lying on her liner (picture attached)This would not be considered a manufacturing defect as our warranty covers our welded seams as we can’t control the environment our liners are subject to once installedAfter a brief conversation with her installer; taking all matters into consideration and with her liner being in the prorated portion of the warranty, we were able to offer her a goodwill replacement liner instead of a straight forth denialWe quoted her accordingly with a goodwill prorated warranty priceMs[redacted] was questioning the price as she was insisting that we use her original price and ship free of chargeWe explained that the cost is a percentage of the now retail price of the product in effect at the time of the replacement plus shipping.? Even though this liner didn’t meet the criteria for a valid warranty claim we offered a fair and reasonable resolution to her non-warranty situationShe in turn would have paid the same price if it was deemed a manufacturing issueLPP, Incwelcomes a call from Ms[redacted] when she is ready to place her orderThis claim will remain open for days at this price after that we will consider it closedAgain, I would like to take time and thank you for giving us the opportunity to reply to this matterSincerely, LPP, IncWarranty Division [redacted] ?
Spoke to Homeowner this morning 7/7/2015 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 Mr[redacted], I am responding to complaint case # [redacted], registered by Ms[redacted]I want to thank you for the opportunity to replyMs[redacted] originally contacted our warranty deptto obtain warranty consideration for her linerWe have a standard process to follow before we can make any warranty determinationWe gather pictures, and pertinent information then we submit those details for Quality to analyzeThere is no documentation that states we would provide a free of charge liner to Ms[redacted]I have attached the picture that she supplied us of her pool liner which has severe chemical damage which is not a warranted item While we, like so many manufacturers, increasingly find ourselves the target of individuals who will not accept responsibility for their actions, we do intend to continue promoting our products and reputation.? To that end, I feel that our offer of a discounted liner is a fair and reasonable resolution to this non warranty situation Sincerely, Doug [redacted] Warranty\Technical Service Supervisor
[redacted], 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,[redacted]
Dear Mr. [redacted], I am responding to complaint case # [redacted], registered by Ms. [redacted]. I want to thank you for the opportunity to reply. Ms. [redacted] originally contacted our warranty dept. to obtain warranty consideration for her liner. We have a standard process to follow before we can make any warranty determination. We gather pictures, and pertinent information then we submit those details for Quality to analyze. There is no documentation that states we would provide a free of charge liner to Ms. [redacted]. I have attached the picture that she supplied us of her pool liner which has severe chemical damage which is not a warranted item. While we, like so many manufacturers, increasingly find ourselves the target of individuals who will not accept responsibility for their actions, we do intend to continue promoting our products and reputation. To that end, I feel that our offer of a discounted liner is a fair and reasonable resolution to this non warranty situation. Sincerely, Doug [redacted] Warranty\Technical Service Supervisor
Dear Sirs, The [redacted]'s contacted us regarding their leaking fiberglass swimming pool shell. Our Repair Manager at our West Virginia facility, Tom M[redacted], 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 #2081 (attached) from American Leak Detection dated 10/1/14 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 suction. They were all leak free at this time. The 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 [redacted]s'. The [redacted]'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 shell. As [redacted] indicates we offered to pay half of the cost as a gesture of goodwill and the [redacted]'s rejected the offer. Please let me know your thoughts. Sincerely, Rick Black Warranty Director - Fiberglass Division
[redacted], my apologies for not responding. My issue with Latham Pool Company is resolved. I want to thank the Revdex.com for their assistance in getting...
Latham to honor their pledge of sending me a rebate as they advertised. The 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 issue. Thank you. Regards,[redacted]
Phone response - the consumer has received the rebate, and we have received an email confirmation. Apparently we had sent it to the wrong address initially.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolutions is not satisfactory. However, 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, [redacted]
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.Mr. Black 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, [redacted], stated"The cracking around the in-floor cleaning system jets should not be there. We can repair those."In other words, Mr. M[redacted] and Ms. [redacted] were willing to help and repair and reimburse for the testing that FOUND the cracks in the pool. It was only when we began dealing with Mr. Black that the company changed its response to us. His offer of half the cost was not seen as a goodwill gesture in any way. And of course, he now NO LONGER even responds to our communication by email or phone. Regards, [redacted]
[redacted] ? ? Dear Mr[redacted], I am responding to complaint case # [redacted], registered by Ms[redacted] I want to thank you for the
opportunity to replyOur review of Ms[redacted]’s claim#[redacted] in our warranty database indicates that we have documented correspondence regarding warranty consideration on her pool liner serial# [redacted]Her submitted picture(s) indicated a massive hole in the bottom of her liner with pieces of ice lying on her liner (picture attached)This would not be considered a manufacturing defect as our warranty covers our welded seams as we can’t control the environment our liners are subject to once installedAfter a brief conversation with her installer; taking all matters into consideration and with her liner being in the prorated portion of the warranty, we were able to offer her a goodwill replacement liner instead of a straight forth denialWe quoted her accordingly with a goodwill prorated warranty priceMs[redacted] was questioning the price as she was insisting that we use her original price and ship free of chargeWe explained that the cost is a percentage of the now retail price of the product in effect at the time of the replacement plus shipping.? Even though this liner didn’t meet the criteria for a valid warranty claim we offered a fair and reasonable resolution to her non-warranty situationShe in turn would have paid the same price if it was deemed a manufacturing issueLPP, Incwelcomes a call from Ms[redacted] when she is ready to place her orderThis claim will remain open for days at this price after that we will consider it closedAgain, I would like to take time and thank you for giving us the opportunity to reply to this matterSincerely, LPP, IncWarranty Division [redacted] ?
Spoke to Homeowner this morning 7/7/2015 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 Mr[redacted], I am responding to complaint case # [redacted], registered by Ms[redacted]I want to thank you for the opportunity to replyMs[redacted] originally contacted our warranty deptto obtain warranty consideration for her linerWe have a standard process to follow before we can make any warranty determinationWe gather pictures, and pertinent information then we submit those details for Quality to analyzeThere is no documentation that states we would provide a free of charge liner to Ms[redacted]I have attached the picture that she supplied us of her pool liner which has severe chemical damage which is not a warranted item While we, like so many manufacturers, increasingly find ourselves the target of individuals who will not accept responsibility for their actions, we do intend to continue promoting our products and reputation.? To that end, I feel that our offer of a discounted liner is a fair and reasonable resolution to this non warranty situation Sincerely, Doug [redacted] Warranty\Technical Service Supervisor
[redacted], 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,[redacted]
Dear Mr. [redacted], I am responding to complaint case # [redacted], registered by Ms. [redacted]. I want to thank you for the opportunity to reply. Ms. [redacted] originally contacted our warranty dept. to obtain warranty consideration for her liner. We have a standard process to follow before we can make any warranty determination. We gather pictures, and pertinent information then we submit those details for Quality to analyze. There is no documentation that states we would provide a free of charge liner to Ms. [redacted]. I have attached the picture that she supplied us of her pool liner which has severe chemical damage which is not a warranted item. While we, like so many manufacturers, increasingly find ourselves the target of individuals who will not accept responsibility for their actions, we do intend to continue promoting our products and reputation. To that end, I feel that our offer of a discounted liner is a fair and reasonable resolution to this non warranty situation. Sincerely, Doug [redacted] Warranty\Technical Service Supervisor
Dear Sirs, The [redacted]'s contacted us regarding their leaking fiberglass swimming pool shell. Our Repair Manager at our West Virginia facility, Tom M[redacted], 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 #2081 (attached) from American Leak Detection dated 10/1/14 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 suction. They were all leak free at this time. The 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 [redacted]s'. The [redacted]'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 shell. As [redacted] indicates we offered to pay half of the cost as a gesture of goodwill and the [redacted]'s rejected the offer. Please let me know your thoughts. Sincerely, Rick Black Warranty Director - Fiberglass Division
[redacted], my apologies for not responding. My issue with Latham Pool Company is resolved. I want to thank the Revdex.com for their assistance in getting...
Latham to honor their pledge of sending me a rebate as they advertised. The 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 issue. Thank you. Regards,[redacted]
Phone response - the consumer has received the rebate, and we have received an email confirmation. Apparently we had sent it to the wrong address initially.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolutions is not satisfactory. However, 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, [redacted]
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.Mr. Black 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, [redacted], stated"The cracking around the in-floor cleaning system jets should not be there. We can repair those."In other words, Mr. M[redacted] and Ms. [redacted] were willing to help and repair and reimburse for the testing that FOUND the cracks in the pool. It was only when we began dealing with Mr. Black that the company changed its response to us. His offer of half the cost was not seen as a goodwill gesture in any way. And of course, he now NO LONGER even responds to our communication by email or phone. Regards, [redacted]