Country Pools & Spas Inc

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. The blue font is my respionse to the owners comments which have been copied and pasted in black
[ For the homeowner to say he knew nothing about the water temperature is incorrectHe had CPI pool school. As I previously indicated, and being a first time pool owner, I had no idea that you could not take wrinkles out of the pool when the water was over a certain temperature. You are correct that I know that the pool cover increases the water temperature. As the homeowner I would never attempt to take a wrinkle out of the liner as I would not know where to start. As the CPI owner, I assumed you would be very knowledgeable of the fact that you cannot remove wrinkles from a pool over a certain temperature, I obviously gave you more credit than you deserve,
The home owner must be held accountable and responsible for the results of not adhering to the guidelines provided. I had ONE small wrinkle in the pool (which was my initial complaint) and it was not caused by my vacuum. I admit, I have no idea how the ONE - inch wrinkle got in the floor of the pool. As was agreed upon with CPI, and having provided receipts and voice mail message, a service technician (Owners Son) came to our home to fix the ONE wrinkle during a maintenance call for another issue. When he left there were over wrinkles in the bottom of the pool! These new wrinkles are any where from to feet away from the ONE original wrinkle. However, it was CPI who sent their "qualified" and "knowledgeable" service technician to take out the ONE single wrinkle. I am having extreme difficulty in understanding your responses. As you can see, I have directly responded to your comments and I would appreciate the same instead of nonsense statements that have nothing to do with the issue at handYou seem to be standing on the fact that I the homeowner made the pool water too warm. CPI's negligence in determing the water temperature BEFORE fixing the wrinkle caused this entire issue. PLEASE ANSWER ONE QUESTION... Why did you not check the temperature of the water before attempting to fix the ONE lone wrinkle? This complaint is not a result of the home onwers action, it is a direct result of CPI ignorance. As stated by CPI, they are aware that the water temperature was too high, but they tried fixing a single wrinkle and made a giant mess in the pool.
As the owner of CPI, I have the responsibility to protect my company from accusations, home owner misuse and home owner ignorance. It sounds like CPI was the ignorant party here, not the home owner. The home owner did not try fixing a wrinkle in a pool that was too warm and turn ONE wrinkle into 40. LOL
CPI regrets the situation with the homeowner's pool; however, they created the situation and must be held accountable and responsible for their actions. HOW DID THE HOMEOWNER CREATE THIS SITUATION? What action did the homeowner do to turn wrinkle into 40? CPI PUT THE WRINKLES IN THE POOL
Note: With the temperature of the pool water being high when home owner vacuumed, this will cause wrinklesI believe this was the initial cause. You would again believe wrong, the one wrinkle was not put in from the vacuum. And I have no idea how it got there, again not the point of the complaint. I had ONE wrinkle, CPI tried fixing it when the pool water was too warm instead of waiting until the water was cooler. (or checking the temp before starting)
This week I inspected a pool that was not installed by CPI, there were hundreds of major wrinkles on the floor and side wallsA testimonial that if the home owner does not adhere to common sense regarding misuse of chemicals as well as over heating the water / liner, adverse effects will occur (wrinkles). CPI Owners Son put the wrinkles in the pool, not the home owner! You can try and turn this around any way you want, but the finger points at your ignorance, not mine. I had one small wrinkle that I would gladly take back in place of the that CPI added with a plunger,
I have had the pool closed by another company. If CPI pays compensation to get the pool fixed, I will agree to close this complaint but would like all comments from both parties to be posted on the Revdex.com site. This would be a great *** *** story!

All our customers are important to us, therefore please have homeowner forward proof / pictures for further evaluation by CPI

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
I am not sure why I would need to send pictures as there was at least or different technicians at the pool that have seen the wrinkles and the owners son put is very aware of what they look like because he put the wrinkles in the pool. The pool is closed for the winter, but I will uncover the pool in the evening, turn on the pool lights to see if the wrinkles are visible with the pool light on and send them in. I would suggest talking to your technicians or your son to assess the damage that was done as they have seen the wrinkles first hand

According to the homeowner, wrinkles occurred during the second season of owning the pool. This is outside of any warranty period. Additionally, the wrinkles were caused by the homeowner, ie: anytime you raise the pool water temperature above 90 degrees this will cause the liner to...

relax and grow. Therefore causing wrinkles. After notification of the situation our technician was dispatched in good faith and at no charge to homeowner to remove wrinkles caused by homeowner overheating the water. The attempt was not successful because the water temperature once again was over 90 degrees. Homeowner was advised any further attempt would incur cost since the wrinkles were a direct cause of him over heating the liner (high water temperature).
  Corrective action: Lower water temperature, reset liner, cost born by homeowner.  The corrective action is recommended. Cost would be labor, replacement of water and chemicals.
  In closing, we reject the situation, however, the homeowner created the situation and therefore won't bear the cost to remove wrinkles. We are prepared to execute.
Respectfully,
[redacted], Pres

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.
The pool was installed by CPS with an automatic cover which completely covers the pool at all times per CPS.  The cover keeps out debri, reduces chemical use, reduces water evaporation, extends the swimming season...etc and was purchased directly from CPS at a cost of over 10k.  The cover also increases the water temperature during hot days which prolongs the swimming season.  I have receipts with notes from CPS showing that the wrinkles would be removed during the next visit and I can provide them if needed. At no time during the conversations with secretary @ CPS or the technicians was there ever mention that we would be responsible for the cost to fix the wrinkles that CPS put in the pool. The water temp was 90 degrees because the outside temperature was over 90 and there was an automatic cover on the pool.  We do not use the heater to heat the pool water in the middle of summer.  We were told by CPS that one of the advantages of the cover was to extend the swimming season because the water would be warmer for a longer period of time.
The response from CPS clearly indicates that they were responsible for putting over 30 wrinkles in the pool. Any reputable pool owner would have checked the water temperature BEFORE trying to fix 1 small wrinkle.  There is a digital readout on the Chlorine Generator that shows the current water temperature.  As I am not a pool expert, and have never owned a pool before this one, I would have no idea that the water temperature would have anything to do with fixing a wrinkle. This is were the expertise of the pool company( or lack there of)  should have come into play.  The actions of CPS is truly unprofessional and obviously lacking any moral standards. There was one small wrinkle in the pool, now there are over 30 that were put there by the CPS technician(Owners Son). Under no circumstances should we be responsible for any cost to resolve this issue. 
How could this have been avoided?  Tech checks water temp, determines water is 90 degrees, informs owner that the water is too warm to fix wrinkle, when tech comes back to close pool in the fall, wrinkle fixed in less than a minute when pool temp in in 70's.  Now we are being told that we need to pay to fix something CPS have admitted to breaking?  Really??  Cant wait to see the reply to this.  ]
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.
@1 - Agreed...We did not have any complaints about the installation of the pool itself
@2 - Do not know how the wrinkle ended up in the pool, I am the only person that vacuums the pool and the vacuum did not make the wrinkle.  Please do notput words in my mouth to make your lies seem more believable. Your Statement - (Home owners statement 9/8/2014) This is a major wrinkle  Statement I made from 9/8/2014 - the owners son proceeded to fix the wrinkle that was approximately 8 inches long. The word major is not in my entire complaint. If you want to start quoting, I stated in my response on 9/10/2014 9:32:52 - "There was one small wrinkle in the pool, now there are over 30 that were put there by the CPS technician(Owners Son)." You should read the complaint before mis-quoting the information I entered.  Everything I have quoted from you was copied and pasted into the complaint.
@3 - A day after the water the put into the pool, CPI Removed a few wrinkles that were very very similar in size.  I physically watched CPI get a plunger and fix several wrinkles that appeared after the pool was filled.  The wrinkles were in the bottom of pool and they DID NOT move the wrinkles, they removed the wrinkles. With the expertise that CPI boasts over throughout this complaint, I would have assumed the small wrinkle that appeared would have been a 2 minute job to remove. Obviously not!
@4 - DUH
@5 -LIE - I cant believe that you are resorting to blatant lies on this response.  I talked to the secretary at CPI 4 times about the wrinkles. After two visits to my pool from CPI and the wrinkles still not being fixed. Each time I called, I was told the wrinkles would be fixed and each time CPI came there was an excuse why they were not.  I was never told that there would be any charges to get the wrinkles that CPI created fixed.  I requested to talk to the CPI owner many times and the secretary informed me that would not be possible.  I had the Owners cell phone number which he has since changed.  The first time that I was ever told that I would need to pay for anything was on this complaint.  I included a voice mail from CPI that states "We will be there on <date> to close the pool and fix and wrinkles.  The total cost will be 2??.00.  I sent this voice mail to Revdex.com and can send it to the owner if you would like to listen to it.  Why would I ever pay for something I did not cause???   Who verbally told me I had to pay for water? I never talked to anyone except the secretary.  I wanted to talk to the office manager, he was supposed to return my calls twice and never did.
@6 - How abut this scenario.  You run over a nail with your car and get a flat tire.   You take it to the garage to get it fixed.  When you come to pick up your car, you have 4 flat tires and they have all been damaged with a screwdriver.  The garage says you have to buy 4 new tires because you ran over a nail.  The reason the owner gives for needing to buy 4 tires is because you shouldn't have driven your car.  If you would have not driven your car, you wouldn't have gotten a flat.  When I tried fixing the one flat, I accidentaly flattened your others tires.  Owner Not Satisfied.   In case you find it difficult to follow, (Mechanic - CPI) (Tire(s) - Wrinkle(s)) (Screwdriver - plunger)..... 
@7  The facts are black and white, you made a mistake and wont own up to it.  Notice how I haven't brought the other issues we had into this complaint, I am more of a man than that and own up to any issues I may have caused. 
@8.  There are other ways to get the issues you caused fixed.  This seemed to be the easiest way, but obviously this isnt working.  I have my entire family and neighbors to vouch for what CPI did to my pool.  The only thing you have is a very long string of lies and deception that you cannot back up.  Your conduct should be exposed to a wide audience so that others do not have to endure this kind of mental harassment.  I doubt that you will talk to anyone that comes banging on your door about this issue which is fine with me, my story will be told and you will be exposed.

FACTS:
1.  Homeowners pool was installed in 2012 by CPI. Installation was perfect.
2.  One year later, Homeowner over heated their pool water and caused the liner to be compromised. (Liner over stretches and will not return to original shape.) During Homeowners vacuuming of pool, (which we know through years of experience) the vacuum head with its strong suction, pulled the liner away from bottom of pool causing an 8" wrinkle. (Home owners statement 9/8/2014) This is a major wrinkle.
3.  CPI agreed to TRY  and move the wrinkle around to better hide it by not draining his pool at no cost to the Home owner. With this course of action, which we've done in the past with other compromised liners, small wrinkles can hide much easier than one very large wrinkle.
4. Home owner not satisfied.
5.  Home owner was told verbally that if he paid for water, CPI would re-set liner. (Pull over stretched liner out of pool and re-set) This is the only way wrinkles can be removed from an over stretched liner. This is the only reference to Home owner paying for service. All other attempts were at our expense in good faith to our customer.
6.  Home owner not satisfied.
7.  Now we're down to the true facts of this complaint; Home owner wants CPI to compensate him for his original mistake. No matter what CPI did to help save the customer money, Home owner wants CPI to pay for his mistake.
8. CPI has no further comments on this unjustified complaint.

After every new install of an in ground pool, the homeowner receives a class on site called "pool school." Pool school covers all assets of the new pool. Such as chemicals, water chemistry, auto cover operations, heater operations. etc. Great emphasis is placed on chemical and water temperature, especially with an auto cover which is extremely efficient on maintaining chemicals and heat. For the homeowner to say he knew nothing about the water temperature is incorrect. He had CPI pool school.
  The home owner must be held accountable and responsible for the results of not adhering to the guidelines provided.
  As the owner of CPI, I have the responsibility to protect my company from false accusations, home owner misuse and home owner ignorance.
  CPI regrets the situation with the homeowner's pool; however, they created the situation and must be held accountable and responsible for their actions.
 
Note: With the temperature of the pool water being high when home owner vacuumed, this will cause wrinkles. I believe this was the initial cause.
  This week I inspected a pool that was not installed by CPI,  there were hundreds of major wrinkles on the floor and side walls. A testimonial that if the home owner does not adhere to common sense regarding misuse of chemicals as well as over heating the water / liner, adverse effects will occur (wrinkles).
 
Sincerely,
 
[redacted], President

Review: We purchased a pool from Country Pools & Spas in Worthington, PA on April 30, 2014. They told us repeatedly "we will be there the end of the week or the first of next week." Then, the day before they were scheduled to come, they called and cancelled because of the weather. (It was 77 and sunny). When I wanted to cancel the order, [redacted] said there was a 15% restocking fee. Her calculations on $6173.44 was $1500. I would say that is a little more than 15%. So, we were pretty much stuck with them installing and the pool itself. They came the next morning around 8:30am. They left at 10:45am. and left a message with our daughter that they had to cut out 6" of our deck the whole way around and it would cost us $125/hour. She told them she had to call us first and they said they were leaving and didn't know when they would be back. We had another installation crew check out the deck. The pool was a 15 x 30 and the deck opening was 16' 7" x 31'. They said there was only a few places where they would have to notch out the ends of the decking boards. I called and told [redacted] that we were having it installed by someone else and wanted a refund on the $1325 we paid for installation and the $300 be paid for water. She also told me that it doesn't state in their contract WHEN they would do the installation. We received our refund minus $60 for 12 block and $250 for 6 hrs of labor and 0 back for the water that we never got. [redacted] said they GIVE the blocks away if they install the pool. Apparently this is where the problem is . They DON'T WANT to install the pool but still make money on you.BEWARE! Or make sure they know you want it installed the same year you purchase. They are not reliable or honest to deal with. OH, when we purchased the pool, she asked if we needed a solar cover or winter cover because it came with the package. We chose the winter cover. There wasn't one. Of course when we asked, it didn't come with the package after all.Desired Settlement: Refund of the entire $1325 installation fee, $300 for the water we never received. A total of $1625.

Business

Response:

Ms. [redacted] has received payment of $1075.90 Ch#[redacted] 7/16/2014

Review: The pool we purchased was not installed as we were told. We did everything prep wise as we were told and the pool was not installed "to the best of their ability". We were told to leave original pavers from old pool, which we did. The installers left the original pavers and then off-set the pool to install. We have a quarter deck around the circular pool, so now the deck does not fit the pool. There are large gaps due to them off-setting the new pool. in addition to that, the pool filter was set up on dirt, (there were pavers right there to use) and they only installed 1 of the 2 gate values that were supposed to be included. Also, we did not receive our winter cover that was to be included as well.

My husband contacted them, I contacted them, then I stopped at the store and spoke with the salesman, and each time we were promised the owner was coming to look at the problem so we can have some resolution. No one has stopped and no one has even returned a phone call regarding this matter. The pool was installed on June 17, 2015 and I write this complaint today July 6, 2015 still waiting for some resolution.Desired Settlement: We fully expect to receive the installation charge for the pool since we have to modify the deck which will cost money/time and we now get to look at this mistake for the life of the pool unless we put a brand new deck up to replace the one we have. I also want the other gate valve installed on the filter and the winter cover for the pool.

Business

Response:

Country Pools Inc. regrets any misunderstanding in regards to Mrs. [redacted] replacement pool installation. However, prior to any work being initiated, Mrs. [redacted] signed and agreed to the terms and conditions for installation of her replacement above ground pool. ( See enclosure )#1 Every above ground pool replacement has its own installation characteristics. As stated in our replacement pool contract, we cannot guarantee the closeness to an existing deck or its exact placement.#2 Gate valve - our fault. Please have customer contact our service department at ###-###-#### and schedule the gate valve installation.#3 Pavers under the filter are not included in installation. However, when we plumb in the gate valve we can set the filter on the existing pads.In closing, we regret any misunderstanding and will resolve the 2 outstanding issues.Respectfully,John [redacted], Pres

Consumer

Response:

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 have read the business owner's reply and I cannot believe he is not owning up to a poor installation. When we discussed this pool install with the sales rep, Greg, we were told to leave original pavers in so the installers would see where the pool placement should be. We did this. We bought a 24 foot 16-sided pool that replaced a 24 ft 16-sided pool and the installers placed their pavers next to the original, leaving the originals, which shifted the pool from the deck. The placement was so bad that the installers had to cut two floor boards so they could get the pool caps on.

Review: When Country Pools put the sand in for our pool they were out of the sand they originally used and brought bags of sand with them. Long story short there were rocks in the sand which were poking up through the liner. We contacted the owner John and he had his crew come out and rake through it until they thought they got all the rocks out. Which were a lot, and refilled the pool. There are still a lot of sharp rocks under the liner. I have stopped at the store many times and talked to Kate about it and she assured me that John is aware of the situation. But has done nothing about it. I have asked for him to call us several times and he won't do it. The last time I stopped at the store I was told that he said he is not going to do anything about the situation. I didn't create this problem they did and I would like to have it taken care of. How unprofessional can a business owner be to not even take the time to make a phone call to a good customer. This was the 2nd pool we purchased from the them and have bought all our supplies and toys from them. John is supposedly out of town and I was given the guy in charge phone number (Scott) I talked to him and he said he talks to John every morning and would get back to me one way or another. Now he is ignoring my phone calls.Desired Settlement: I would like to have the liner removed and all the sand replaced including the removal of all the stones. Liner put back in and the water refilled.

Business

Response:

The pool was purchased 4 years ago. Our company has already removed the liner and raked all the stones we could find from the customers sand bottom, replaced the liner and filled the pool. Masonry sand is the only sand which is used for the bottom of all pools. We however do not stock masonry sand at our business. It is ordered through various sand and block companies and delivered by them to construction sites. The bags the customer is referring to that our installers were carrying is what's called Pool Krete. Pool Krete is an expensive mixture of Portland cement and Vermiculite. This is what all pool companies use on inground pools. After raking customers pool sand, our installers put a skim coat of pool krete to give added barrier. We would ask that photos be sent to us so we can access this customers further complaint.Sincerely,John P[redacted] Pres

Consumer

Response:

Review: I purchased a pool from Country Pools & Spas in May 2010. After they had installed it, I noticed that the pool wall was buckled. So, I called them and they came out to fix it. It wasn't perfect but it was better than it was. February 2013, I noticed a hole had rusted through the pool wall & water was leaking out. The pool was under full warranty so I called Country Pools to let them know of the issue that I had. They told me I had to contact the Manufacturing Company [redacted] Inc. & settle with them since it was the pool wall. I ended up paying $508 for a new pool wall! Now, my pool needs installed. The owner of Country Pools unwillingly agreed to do the installation free but I had to purchase a new liner & purchase the water for the pool. I purchased the new liner which was $200 & I was going to get the water from my local Fire Dept. because it was cheaper than purchasing it from Country Pools.The guy that schedules the installation has called me a few times but he can't proceed with the installation until the warranty "issues" are taken care of by the owner of Country Pools. Which I have called him numerous times, approx. 7 or 8 within 2 weeks, and he will not return any of my phone calls! So therefore, I cannot get my pool installed!I've been dealing with this since February...I feel if the pool is under full warranty I should not have to pay anything. That is what the warranty is for...right??Whatever happened to Customer Service?? If it wasn't for the customer you would not be in business!! And I will not be recommending this business to anyone for this reason!Desired Settlement: I would like to get a phone call back to settle this & maybe get the water for free. I was willing to work with him but when he hasn't returned any of my phone calls in a couple of weeks I am getting very frustrated and feel I shouldn't have to pay for anything!!

Business

Response:

As stated in Mrs. [redacted]l's letter, the manufacturer only warranted the replacement of defective material,ie: labor, water, shipping / freight are not warranted. Country Pools Inc did agree with Mrs. [redacted]l if she purchased the water and liner from our company, we would cover the labor to install the new wall. However, homeowner did not purchase the liner or water from Country Pools Inc. In summary, this is not an installation issue, but a warranty issue. The manufacturer fulfilled their obligation and Country Pools Inc has been more than generous with the original verbal agreement. The terms agreed to were not kept by Mrs. [redacted]l. Country Pools Inc regrets her action, but will not replace existing wall with another company's product since this was a manufacturers warranty issue.

Regards,

[redacted], President

Review: Country Pools and Spas installed an in ground pool with vinyl liner in late summer 2012. In summer 2013 the floor of the pool liner had a wrinkle that needed removed. During a scheduled maintenance call, the owners son proceeded to fix the wrinkle that was approximately 8 inches long.(not home during maint) He tried fixing the wrinkle using a plunger. The original wrinkle was removed but in the process approximately 30 -40 more wrinkles were added in the shape of the plunger. (half moon) I called them when returning from work, CPS indicated that the water was too warm (90 deg) and the wrinkles would not be able to be removed until the pool water was cooler. They recommended I wait until pool closing and I agreed. During Pool closing fall 2013 reminded them of the wrinkles and they assured me they would be fixe. When they arrived to close the pool they did not fix the wrinkles. CPS indicated the water was too cold 70 deg I agreed to wait until spring 2014.CPS came to open pool in April 2014, had a lengthy conversation about the wrinkles needing taken out during the opening. I was assured that wrinkles would be taken care of ( I was clearly upset). During the opening, I received a call from CPS and they indicated that the water was too warm to fix the wrinkles.(70 deg). I told the employee that I wanted them removed before he left and he responded that he talked to the owner and the owner told him not to do it. Phoned the office and spoke with the secretary(same that assured me the wrinkles would be fixed}. She said that there was nothing that she could do because the owner said not to fix them. I asked to speak with the owner and was denied. Was told the office manager would call me, he didn't, called 3 more time and talked to secretary and was told 3 times that office manager would call. Pool still has over 40 wrinkles and CPS will not even return a call to schedule a fix. Owner overall extremely unpleasant to communicate with! Have spoken to others with similar owner experienc.Desired Settlement: I would be satisfied if the wrinkles that Country Pools and Spas put in the floor of the liner were removed from the pool and there were no longer any wrinkles in the pool. A phone call would be a great start. Reading the other complaints on the site along with this one should make any future customer very hesitant. The owner comes off as very friendly during initial communication, but believe me that can change very drastically.

Business

Response:

According to the homeowner, wrinkles occurred during the second season of owning the pool. This is outside of any warranty period. Additionally, the wrinkles were caused by the homeowner, ie: anytime you raise the pool water temperature above 90 degrees this will cause the liner to relax and grow. Therefore causing wrinkles. After notification of the situation our technician was dispatched in good faith and at no charge to homeowner to remove wrinkles caused by homeowner overheating the water. The attempt was not successful because the water temperature once again was over 90 degrees. Homeowner was advised any further attempt would incur cost since the wrinkles were a direct cause of him over heating the liner (high water temperature).

Corrective action: Lower water temperature, reset liner, cost born by homeowner. The corrective action is recommended. Cost would be labor, replacement of water and chemicals.

In closing, we reject the situation, however, the homeowner created the situation and therefore won't bear the cost to remove wrinkles. We are prepared to execute.

Respectfully,

[redacted], Pres

Consumer

Response:

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.

The pool was installed by CPS with an automatic cover which completely covers the pool at all times per CPS. The cover keeps out debri, reduces chemical use, reduces water evaporation, extends the swimming season...etc and was purchased directly from CPS at a cost of over 10k. The cover also increases the water temperature during hot days which prolongs the swimming season. I have receipts with notes from CPS showing that the wrinkles would be removed during the next visit and I can provide them if needed. At no time during the conversations with secretary @ CPS or the technicians was there ever mention that we would be responsible for the cost to fix the wrinkles that CPS put in the pool. The water temp was 90 degrees because the outside temperature was over 90 and there was an automatic cover on the pool. We do not use the heater to heat the pool water in the middle of summer. We were told by CPS that one of the advantages of the cover was to extend the swimming season because the water would be warmer for a longer period of time.

The response from CPS clearly indicates that they were responsible for putting over 30 wrinkles in the pool. Any reputable pool owner would have checked the water temperature BEFORE trying to fix 1 small wrinkle. There is a digital readout on the Chlorine Generator that shows the current water temperature. As I am not a pool expert, and have never owned a pool before this one, I would have no idea that the water temperature would have anything to do with fixing a wrinkle. This is were the expertise of the pool company( or lack there of) should have come into play. The actions of CPS is truly unprofessional and obviously lacking any moral standards. There was one small wrinkle in the pool, now there are over 30 that were put there by the CPS technician(Owners Son). Under no circumstances should we be responsible for any cost to resolve this issue.

How could this have been avoided? Tech checks water temp, determines water is 90 degrees, informs owner that the water is too warm to fix wrinkle, when tech comes back to close pool in the fall, wrinkle fixed in less than a minute when pool temp in in 70's. Now we are being told that we need to pay to fix something CPS have admitted to breaking? Really?? Cant wait to see the reply to this. ]

Regards,

Business

Response:

After every new install of an in ground pool, the homeowner receives a class on site called "pool school." Pool school covers all assets of the new pool. Such as chemicals, water chemistry, auto cover operations, heater operations. etc. Great emphasis is placed on chemical and water temperature, especially with an auto cover which is extremely efficient on maintaining chemicals and heat. For the homeowner to say he knew nothing about the water temperature is incorrect. He had CPI pool school.

Review: We had above ground, oblong pool installed May 2012. Floor began to separate within one month. Company blamed the ground sinking even though it was their excavator who dug down until he was positive we were on very solid ground. We agreed to pay for half the material and company came and redid the floor of the pool. Side of pool floor continued to separate and sink until this spring it was no longer repairable. We had another pool company come to assess the damage and found after we pulled the liner back that one of the straps that was to connect to the side buttresses was never attached. The hole in the bottom of our pool was not a sink hole, but instead the spot where the water pressure pushed the sides out and the floor just separated. I tried calling the company. The owner said he came and looked at the pool without our notice or us being home to discuss. When I spoke to him on the phone he blamed "winter damage." He continued to insist that he couldn't do anything about it. I asked him if he looked at the pictures. One clearly shows the strap 6 inches away from the brace and side strap it was to be connected to. It was not broken and showed no signs of ever being connected. The next strap over was broken, probably from the stress of not having the other one ever connected. I asked the owner to come and look when I was home so I could show him and discuss at which time he begin yelling at me on the phone and repeated he couldn't do anything about it.Desired Settlement: I would like the company to come and repair the straps that are broken and the damage their lack of quality in the installation has caused (walls buckling causing tops to not fit, replace the pool liner and poolkrete, loss of water, etc.) or replace our pool with the same pool. I would like to have our pool assembled correctly so we can enjoy the pool we paid for.

Business

Response:

I apologize for the late response, however the owner has been working 18 hour days and has not had time to review this complaint. We regret any misunderstanding regarding Mrs. [redacted] oval pool. The pool was installed in 2012, 4 seasons ago. Clearly outside the warranty period covered under workmanship. I personally was present when we redid the floor at cost because of the soft spot in the pool ground. We have installed hundreds of these oval pools and have never had a situation like this. I can tell you that if the straps were not connected as Mrs. [redacted] says, the pool would have fallen down shortly after the water was added to the pool. The pressure on the walls is asymmetrical ie: uneven. As stated I did go to their house and did a field evaluation. It is clear to anyone who knows pools that this was winter damage. The length of the one side heaved up 6-10 inches causing the damage to the pool. There is no doubt about that. Last winter (2014-2015) was one of the worst winters in a hundred years. The frost line was below 42". Numerous above ground pools with damage occurred. In closing we regret the damage to Mrs. [redacted]s pool but it is outside any warranty period as well as winter damage is not covered by our company or the warranty company.Sincerely,John [redacted], President

Consumer

Response:

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 have read the response from the company and am not surprised at his answer. His response demonstrates his lack of attention and refusal to listen to his customers or other pool business experts. I have submitted pictures to both Country Pools and Spas and the Revdex.com that clearly show the strap that was never connected. The picture proves the pool was never installed correctly. He can claim all he wants that it was winter damage, but the winter does not magically make brackets and straps detach, lose the bolts, and erase all signs of weathering from the hardware. As for his claim that we would have had problems immediately after the pool was filled, we did! That is why we had him come back out and resurfaced the bottom of the pool within days of installation (the sides were pushing out unevenly, not raising) and was another opportunity for this company to catch their error. I could go on to dispute everything the owner claim, but I believe at this point, it would be fruitless. I will consider my legal options and whether or not I want to continue this battle with a company that disgusts me.

Review: I had Country Pools and Spas open my inground pool on May 17, 2013. The crew opened the pool and started the filter and added shock and an algicide and said that everything looked good. I went to check on the pool and noticed a dark stain all around the edged and in a pour pattern on the bottom of the liner. It appeared as if a gallon or two of liquid discolored the liner. I called the company and they sent someone out to take pictures. I called repeatedly to get resolution and was told it was black algae, even though it supposedly grew in an hour in 50 degree water. I also agreed to pay them for black algae removal if it was indeed black algae, which I was sure it wasn't, but still no resolution. My liner is only 2 years old and is terribly stained now. The discoloration has not faded, grown or shrunk in size...another indication that it is not a biological growth.Desired Settlement: I would like the pool drained and a new liner of the same quality put in to replace the damaged liner and the pool refilled. Since it may be impossible to do that this year, I would like it in writing, notarized that it will be done on a set date next spring.

Business

Response:

Normal opening procedures were followed in opening the pool. The chemicals we used to open the pool are the same ones we have used for 25 years. Granulated chlorine which kills bacteria and is a bleaching agent, and algaecide which kills green algae. We've never had a problem.

Something happened after we opened the pool - period. There may have been copper residuals in the water from their heat exchanger. If this was the case we would not have known that because it would not have been noticeable by eyesight. Copper or any metal present in the water coupled with chlorine could have caused this result. The other option would be black algae.

In closing, we are willing to work with the homeowner to resolve this matter, however, I am confident it had nothing to do with the pool opening procedure and it's chemicals. I will have the manufacturer review this case.

Respectfully,