Greensburg Pool and Supply Co

One of the best experiences I have had with a contractor. Customer service was above par. Came on a holiday to get the pool installed. Excellent product, knowledgable installer and sales. Couldn't ask for anything better.

Review: We purchased a pool from Greensburg Pools in late April-- early May with an installation date of May 19. We have been pushed back partially due to weather, but mostly by excuses or by not being able to contact the business and or installer. Partial work has been done. I have parts put together in my driveway and can't get into my garage now. Messages aren't returned or promised calls back are never followed through. When we do get through to the owner, he continually making excuses for the installer. We have been unable to contact the installer ourselves. His voicemail is full and we can't even leave messages. This is his only installer. Other pool places are booked or won't install since we did not purchase from them. We are stuck for the most part. I have thousands of dollars worth of product under my deck waiting to be enjoyed by my family as the summer passes by. We have been very patient but this is a very unreasonable length of time to wait for service.Desired Settlement: We want Greensburg pools to follow through with installment immediately by finding an installer to do the work and some sort of credit for lost time.

Review: Greensburg Pools put in our pool in April, 2010. We started having issues with our stamped concrete and pool liner in 2011. [redacted], the company owner, came to our home several times to look over the issue and determined that the pool liner was not wearing correctly in 2012. He told us that it was under warranty and ordered us a replacement liner in Feb. 2013. They were to put in the replacement liner in April of 2013. They never came and after repeated calls, told us they would put it in for Sept. 2013. They still never came and had to hire someone else to close our pool. I contacted them again in Feb. 2014 and received a call back from [redacted] in March 2014 stating that our liner would be put in for April. As of this date, 6/7/2014, the liner is still not in and after several phone calls and messages this matter still has not been resolved. Now they will not return our calls at all. In addition, our colored and stamped concrete is faded and not holding color or sealant.Desired Settlement: Please put in the liner that was ordered for us or give us the funds to purchase the same liner - with the same quality - from another company.

Business

Response:

We have received and acknowledge notice

Review: We purchased an above ground swimming pool from Greensburg Pool and Supply approximately 8 years ago. In May 2014, it was found to have rusted through in at least two spots leaving the liner exposed through the exterior wall. We were given two solutions to fix our problem; option 1 was to patch the rusted holes and install a new liner buying us a few more years or option 2 was to replace the pool. We selected option 2 which afforded us a discount on a new pool and allowed us an opportunity to upgrade to a vinyl coated pool that would last us for many years to come. We were quoted a price for the pool and installation and we ordered the new pool and were told we would be contacted with an installation date.

The pool was installed while we were out of town. Upon our return, we found there was quite a mess left by the subcontractor. We worked to get the area back to the way it looked before the installation, which was frustrating. In addition, the price we were asked to pay was much higher than the price quoted for both the pool and the installation. About two weeks after the installation, I was in the pool for the first time and noticed that where the top of the pool was attached to hold the liner in place, one of the metal clips pinched and tore the liner leaving a hole. While it was not a large hole and only about the size of a nickle, it needed repaired or replaced. I attempted to contact the owner of Greensburg Pool and the subcontractor from July through September to rectify the situation. It was not until we closed the pool that Bill showed up while we were not home to check out our complaint which could not be seen due to the winter cover being in place.

As we started to prepare to open the pool this year, I called Greensburg Pool five times, three of which I spoke to someone who took down a message for you and three times I left a voicemail, additionally I sent a text on 5/15 to the owners cell phone. We have yet to be contacted to resolve our complaint. We have given ample time for Greensburg Pool to work out a solution that was mutually acceptable for both their business and our family.Desired Settlement: We are requsting one of two options:

Refund us the money paid for the pool liner and the installation or replace and install a new liner with no cost to us. If you choose to replace and install the liner, want a tentative date this will occur and we expect it to be completed within 7 days of that date. We would prefer a refund as we wish to no longer continue to do business with Greensbur Pool and Supply, but either option is acceptable.

Review: We purchased a 24 foot round above ground pool from Greensburg Pools in February 2014. I dismantled the existing pool, which was the same size, and had the area clear for installation prior to them coming to install the new pool in April 2014. The installers installed the new pool, doing some damage to my existing deck in the process. They wedged the new pool underneath a portion of the deck, chiseling away at some of the joists to make it fit, and not even allowing enough clearance to slip the winter cover in between when we closed the pool. But I did not make any complaints to Greensburg Pools about this. I figured I would take care of that myself, as the new pool appeared to be very nice. We also purchased a "shield" pad for underneath the bottom of the pool liner to prevent punctures from debris or insect holes. Our old pool had a shield pad as well, and it was large enough that the edges went up the sides of the pool a few inches, making sure the entire bottom of the pool was protected. However we noticed after the liner was put in and water was trucked in (we have a well and cannot fill a pool with a hose) to fill the pool, that the pad underneath did not appear to extend to the bottom edge of the pool. We were told by Bill, the owner, that this was "typical". We did not give it much more thought until a little over 3 months later, when we started losing water. Bill came out after a couple of weeks of calls and discovered NINE holes near the bottom edge of the liner. He patched these holes and I asked what could have caused this. He did not think it could be insects given the short amount of time the liner was in, plus we had purchased tha added insurance of the shield pad, but the holes WERE in the area that the pad did NOT extend to. He then offered that it could have been the "lady bug" automatic cleaner that was part of the pool package. I pointed out that HE sold us this device as part of the pool package, so if this was the cause, it was kind of his responsibility. He attempted to charge us $100 for the repair and I told him that was outrageous, since none of this was a result of anything we had done and given the short amount of time that the pool was installed, he should stand behind his product. Then about a month later, after having had the winter cover on the pool for about a week, I noticed the water level was down again and there was visible water on the ground outside of the pool's edge. Many calls were then placed between September and December, and we were told they would come out and look at it, although I can't be sure that they did. They offered up a couple of solutions, none of which involved them standing behind their product, and all of them involved us shelling out additonal money to cover whatever costs would be incurred. When the weather got cold, it was pointless to try to remedy the situation. But now that the weather has warmed up, many calls have been placed to them again, and they have made many promises to come out and check the situation but have not done so. They have told us by phone however that they will not pay to replace the liner OR pay for water to be trucked in to fill the pool (since we have a well and cannot fill the entire pool with a hose).Desired Settlement: Greensburg Pool to replace the liner and fill the pool with water at no cost to us.

Review: Pool closing was not acceptable. Invoice did not list any/type of chemicals added. The cover was not properly secured, several parts were left off or lost. Filter motor was not removed and placed in basement. My daughter contacted them the following day and they were to send someone out. I contacted them a few days later and they were to send someone out that evening, but no one ever showed to resolve the problem. Charge of $300 to close pool was paid.Desired Settlement: Greensburg pool manager should inspect the job and complete closing properly by fixing the cover securely and replace missing parts, Motor should be removed and prepared for winter storage, List of chemicals provided to be sure it is sufficiently winterized.

Business

Response:

We have received your letter, dated October 24, 2013, regarding a complaint lodged against our company. Kindly accept this letter as a formal response to the complaint of [redacted]. Our company has been in business for a considerable number of years and we employ a knowledgeable and experienced work force. Certain services, such as pool openings, pool closings and general maintenance calls are routine. We use standard, business operating procedures to complete the service requested by the customer. An experienced crew, like one of ours, has the expertise and skill, to handle any job, even if a difficult problem might arise. A crew was sent to her home to close the pool. In accordance with our procedures, the closing was finished. Adding chemicals to the pool for a winter closing is standard operating procedure for us. The chemicals and products placed in the pool included pool antifreeze, shock and winter shock. The invoice given to Ms. [redacted] did not add the list of chemicals because we consider the closing as one, simple procedure. We charge a one time fee for a pool closing. Unlike some companies, we do not charge anything extra for chemicals in an attempt to pad the bill. The pool filter was removed and placed in the basement. The customer’s lawn furniture was moved, as requested. The pool cover, provided by the customer, was placed over the pool. The pool cover was old, outdated and already short on parts. It was recommended to the customer to install a new safety cover which would be safer, more effective and efficient. We tried our best to satisfy Ms. [redacted]. After her complaint, we visited her home on five different occasions to work out the problems. As a service oriented company, it is important to us to satisfy the desires and needs of our customers. We always try to leave the customer happy. In this case, Ms. [redacted] may remain unhappy but it was not from a lack of effort and hard work on our part. Thank you for the opportunity to respond to this matter. Cordially yours [redacted]