Ideal Pools, Inc

Quotes and confirms time they'll be there, then when they don't show up they say they don't even quote times. Promises to do things for you, when you call to get them done, office says no, do it yourself. Makes you wait weeks to get your pool open, doesn't show up on the day they're supposed to, or even the next day, or even call you to let you know they aren't coming, or even tell you they aren't coming when you call in because they aren't there yet, and so one will tell you why or say sorry.

Ideal Pool closed our above ground pool September, 2013 & failed to drain water below the skimmer & the pool burst under the weight of ice/snow in JanI contacted them by email & phone with no response! They didn't secure the pillow properly & it shifted to one side that as well as the water not being drained to an appropriate weight caused the pool to literally burst (looked like it exploded) under the pressure of the ice & snow.I want them to cover the cost.Desired SettlementIt is costing us $4,000 for a new pool!Business Response . As to a response to the complaint from the customer: Mrs. [redacted] first called us regarding her pool collapsing at which time we [redacted] our store manager) explained that it is standard practice to lower the water level in every pool we close. The employees who closed her pool have been with the company for over 15 years and close hundreds of pools each year without incidence. In addition, the winter plate was placed over the skimmer and the water pillow was strapped in underneath the cover. The purpose of the pillow is to provide resistance against the ice to prevent it from putting pressure on the structure of the pool. Given time and changing temperatures, the pillow will adjust with the ice as it is designed to do. It very rarely will remain perfectly centered and can in fact be anywhere on the top of the ice and still efficiently do its job. This past winter (2013-2014) was one of the worst on record for New England with several days of negative temperatures. We (Ideal Pools Inc.) are not responsible for Acts of God such as severe weather which may have an effect on an outdoor structure. The pools are made to withstand the elements to a certain degree, record breaking cold is not considered the norm and the pools are not designed to withstand the extremes. We had several calls this Spring from people who had unfortunately lost their pools due to the extreme cold with some having the entirety of their water freeze 100% through to the ground. With an above ground pool, there is nothing to insulate the walls and protect them from the cold and natural expansion of the ice. On at least three separate occasions; once by the Store Manage, once by the company President and once by the Company Owner in that order, Mrs. [redacted] engaged in discussion why Ideal Pools Inc. was not responsible for the collapse of her pool. Unfortunately, we cannot put up a new pool at her home at our expense when it was not our doing that caused it to collapse. An above ground pool is subjected to the harshness of the winters in New England and any pool, no matter how sturdy the construction is at risk when the water begins to freeze and expand.