Garrett Liners, Incorporated

From: [redacted] ***< [redacted] @***.com>Date: Mon, Aug 24, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" Dear [redacted] Re Complaint [redacted] I apologize for the late response to your response; however, I have been out of town since August and just returned todayI have tried to reach a management representative at [redacted] but was told by the secretary that they don't speak to customers This is the second liner I purchased from Mid State in less than years Each one fell apart This latest liner was supposed to be prorated and discounted as part of the warranty from the liner thus the lower price The current liner has defective seams that have continued to split causing drastic leakage This liner is less than a year old Please keep this complaint open until someone reaches out to me to resolve thank you

We received the above referenced complaint todayWe are a manufacturer of Swimming pool liners, and do not sell them directly to homeownersRather, we sell then to independent pool stores andand other legitimate pool professionals,*** *** has not specified which independent dealer
she bought her liner fromHowever, in searching our computer records, using the date of order, the wall pattern, and geographic area, we feel that the dealer is probably *** *** *** *** ***, *** *** *** *** *** *** ***.As far as we can tell thus far from our records, neither *** *** nor *** *** has ever contacted us to report any problem with this lillet,Further, we cannot tell from the information she has provided you anything about the nature of the problem with the liner,A copy of our warranty, which is packaged in the carton with the liner, is enclosed.We will contact *** *** to see if they have any information on this matterIf we can learn anything further, we will follow up with you.At this point, we do not see anything that would indicate that this is something that is covered under the warrantyHowever, we do want to do whatever is fair to address the concerns of any of our customers.Sincerely,
Kenneth HG***, President

From: *** ***Date: Mon, Aug 24, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Dear *** ***Re Complaint ***I apologize for the late response to your response; however, I have been out of town since August and just returned todayI have tried to reach a management representative at *** *** but was told by the secretary that they don't speak to customers. This is the second liner I purchased from Mid State in less than years. Each one fell apart. This latest liner was supposed to be prorated and discounted as part of the warranty from the liner thus the lower price. The current liner has defective seams that have continued to split causing drastic leakage. This liner is less than a year old.. Please keep this complaint open until someone reaches out to me to resolve. thank you

Dear *** ***,With reference to the above complaint, we have contacted Mid-State Pool Liners, the independent pool professional who is our customer and who ordered and installed this linerWe did this to determine if it were more practical to have a permanent on-site repair performed or a
replacement liner made, under the terms of the warranty, if this were a manufacturing defectMid-State informed us that *** *** has never made full payment on the liner jobTheir contracted price was $They received a $deposit, but were never paid the balance of $that was due upon completion of the installation, despite repeated attemptsTherefore, they feel *** *** does not yet own the linerAt this point, I am inclined to agree with Mid-State,I would suggest that *** ***, *** *** and Mid-State get together to resolve her liner issue in an amicable manner.I will be out of the office Thursday and Friday, but would be more than happy to discuss this with you next week.Sincerely,Kenneth GPresident

November 1, Dear ** ***,The photographs submitted by the homeowner show a patch in the area of a seam, but we cannot visually determine if it is a defective seam or merely a hole somewhere near the seam.The prorated price given to the homeowner was correctly calculated under
the terms of the warranty.However, we are committed to the satisfaction of our customers and therefore offer a new liner for $plus freight.We trust that this will resolve the matter.Sincerely,Kenneth GPresident

October 26, 2015At Garrett Liners customer satisfaction is our number one priorityWe are very willing to work with the homeowner associated with the above referenced caseAs we mentioned in our first response, Mid-State Pool liners is the independent pool professional who ordered and installed the liner in questionWe have contacted them and been advised that the homeowner has not yet paid them in-full for the said liner.We are more than willing to work with the homeowner to resolve the outstanding issue but cannot do So until full payment is made to Mid-State Pool Liners,
Once we are notified by Mid-State that the liner has been paid for we can begin our process of determining the validity of the warranty claim and processing it accordinglyIf you have any questions or concerns, please feel free to contact me directlyRegards,
Kenneth GPresident

October 26, 2015At Garrett Liners customer satisfaction is our number one priorityWe are very willing to work with the homeowner associated with the above referenced case.As we mentioned in our first response, Mid-State Pool liners is the independent pool professional who ordered and installed the liner in questionWe have contacted them and been advised that the homeowner has not yet paid them in-full for the said liner.We are more than willing to work with the homeowner to resolve the outstanding issue but cannot do So until full payment is made to Mid-State Pool Liners,Once we are notified by Mid-State that the liner has been paid for we can begin our process of determining the validity of the warranty claim and processing it accordingly.If you have any questions or concerns, please feel free to contact me directly.Regards,Kenneth G.President

From: [redacted]<[redacted].com>Date: Mon, Aug 24, 2015 at 4:22 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Dear [redacted]
Re    Complaint [redacted]
I apologize for the late response to your response; however, I have been out of town since August 13 and just returned today. I have tried to reach a management representative at [redacted] but was told by the secretary that they don't speak to customers.  This is the second liner I purchased from Mid State in less than 7 years.  Each one fell apart.  This latest liner was supposed to be prorated and discounted as part of the warranty from the 2007 liner thus the lower price.  The current liner has defective seams that have continued to split causing drastic leakage.  This liner is less than a year old..  Please keep this complaint open until someone reaches out to me to resolve.  thank you

Dear [redacted],
With reference to the above complaint, we have contacted Mid-State Pool Liners, the independent pool professional who is our customer and who ordered and installed this liner. We did this to determine if it were more practical to have a permanent on-site repair performed...

or a replacement liner made, under the terms of the warranty, if this were a manufacturing defect. Mid-State informed us that [redacted] has never made full payment on the liner job. Their contracted price was $3100. They received a $1600 deposit, but were never paid the balance of $1500 that was due upon completion of the installation, despite repeated attempts. Therefore, they feel [redacted] does not yet own the liner. At this point, I am inclined to agree with Mid-State,I would suggest that [redacted], [redacted] and Mid-State get together to resolve her liner issue in an amicable manner.I will be out of the office Thursday and Friday, but would be more than happy to discuss this with you next week.Sincerely,Kenneth G.
President

Garrett Safety Pool Mesh Cover is very cheaply made. We brought the Mesh Safety Cover at the recommendation pool guy, it cost us over $3000. We were initially told it would last at least 10 years. The Pool guy closed our pool with the cover in September 2016, Last May 2017 we notice there where holes near the edge of the pool. We notified Garrett and our pool guy, they were refuse to address until a few back and forth, and our pool guy said he would take care of it but was ending our relationship. He picked up the pool cover in July and dropped it off to us in September 2017. We hired a new company to close our pool.
Just yesterday - March 04, 2018 I notice holes in the area they didn't reinforce last year.
This is the worst made pool cover.. very cheap. last less than 6 month before it start wear and tear.

Review: I had a Garrett liner installed in March of 2007, after a tornado devasted my home. My previous liner had been in the pool for approximately 15 years. The liner before that had been in the pool for at least 12 years. This liner which separated at the seams where the floor meets the wall (obviously a manufacturer defect)happened after only 7 years. I have always taken excellent care of my pool. I sent pictures to Garrett Liners (at their request) to show where the problem is. I had already patched the problem as the pool was leaking. Their response was that it would cost $1,503.00 (and that is supposedly prorated at 60%) plus freight. I would then have to pay to have the liner installed (approx. another $800.00). While I understand prorating items, I believe that this price is contrived so that the company actually ends up not upholding their end of the "bargain".Desired Settlement: Replacement at a reasonable cost without freight charges. (why should I be responsible for shipping charges when they have produced an obviously inferior product?)

Business

Response:

November 1, 2014Dear [redacted],The photographs submitted by the homeowner show a patch in the area of a seam, but we cannot visually determine if it is a defective seam or merely a hole somewhere near the seam.The prorated price given to the homeowner was correctly calculated under the terms of the warranty.However, we are committed to the satisfaction of our customers and therefore offer a new liner for $750.00 plus freight.We trust that this will resolve the matter.Sincerely,Kenneth G.President