JP Pools

We were contacted by the author of this complaint who from the onset was combative and convinced that she had been wronged I responded to her call to to our office just to be verbally abused and told that (after years in the swimming pool business) I "don't know what I am talking about." The customer was telling me that based on her internet research she discovered that the "industry standard" for liners is mil and that liners are warranted for years In years of installing both above ground and in ground pools, I have NEVER heard of a mil liner-NOT ONCE The industry standard for liners is mil and as I explained to my customer Incidentally, it is the liner that I have in my in-ground pool The next upgrade is a mil liner and certain vendors carry a mil liner that, in our opinion is not appropriate for an above ground pool Beside that the customer was armed with misinformation based on internet research and was adamant that we installed her liner improperly I asked her that if we installed her liner improperly than why did the liner function as expected for two seasons (one full year longer than our workmanship warranty) and only fail after theorist winter in over years? We have to date installed pools and liners 40% of these jobs have been for customers who have had pools and/or liners damage from the most recent severe winterThe unfortunate truth is that this was an overwhelming winter and the ice build up in this customer's pool caused the tears in her liner The industry standard warranty for liners is a years warranty against SEAM SEPARATION That is the ONLY THING that any manufacturer will cover because that is the only liner failure that they are responsible for This customer had tears in her liner after a brutal winter NOT a seam separation The simple truth is that "mother nature" is responsible for the failure of this and hundreds of other liners throughout the state of [redacted]

We indeed installed this pool as mentioned and given this type of pool (non-buttress) she experienced something we call 'buttress imprinting.' With the older style oval pools the buttresses were located outside the pool, however the new design of pools places the buttresses underneath the pool floor/liner In certain installations there are factors outside the control of the installer that contribute to pool settling and buttress imprinting The two most common factors involve water runoff and the pool being located near water (i.estreams, lakes, ponds etc.) This pool in subject to both of those issues When I first did the site inspection I discussed the issue of water runoff and that the pool base would need to be protected with a water barrier and stone landscaping to prevent or minimize the impact of the water that would come off a hill in their yard and find its way into the nearby pond Our proposal in fact states this clearly! In my opinion the pool was not adequately protected from outside water and this was a reason for the settling I also mentioned that the pond nearby could also has an impact on the stability of the pool base In spite of the fact that we did not believe that our installation was inadequately performed, we agreed to purchase a new liner, repair the pool base and install the liner AT NO COST TO THE CUSTOMER I warned her that the pool was installed properly and that this issue was not in our control on the first liner and that we couldn't guarantee that she would not have issues with settling in the future By her own admission the pool was was fine when we left and the problem reoccured weeks after our reinstallation of the liner Lightning rarely strikes twice in the same place but she is completely unwilling to concede that their are problems with the water flow patterns of her back yard namely a hill that drains rain water right though the pool site When she contacted me after the second liner installation she claimed that she contacted the manufacturer who told her that the pool was installed incorrectly but failed to explain in what fashion it was wrong I contacted the manufacturer and spoke to the head of customer service who stated that he did not state the any pool was installed incorrectly based on a customers description because the determination of a improper pool/liner install can rarely be made based on a phone call I spoke with the customer and acknowledged her frustration but once again explained to her that the issue with the pool floor was not caused by poor workmanship and moreover that the pool was STRUCTURALLY SOUND and the issue with the floor while annoying, was a COSMETIC ISSUE The pool passed inspection by the local building official and has been since the date of original installation available for its intended use by bathers We never had to 'fix' the pool the first time and it is even more unreasonable to expect that we will 'fix' it a second (or third or fourth) time

We don't have anything more to add The pool was installed properly, is structurally sound (as evidence of it passing inspection by the local building official) and will continue to provide years of enjoyment We have already gone above and beyond the call of duty by replacing a liner If the customer cannot live with the depressions in the pool base we would be willing to pull the liner back and re-pack the buttresses

I will once again respond to this complaint however it appears that nothing short of a re-installation of a liner that is functioning as it is intended will be satisfactory and that has already been done at no cost to the customer The yard was off level and was excavated in order to install a pool Simply commonsense would tell you that the incline must be removed and the lower area must be raised to achieve a level surface for the pool This is what we did (as we do literally hundreds of times each season) and the result is a rough graded site that does require finish landscaping which is explicitly mentioned in the proposal Never was it mentioned or represented that the finish landscaping was part of the agreement between [redacted] and our customer In fact in years of installing pools [redacted] has NEVER landscaped a pool 99% of our customers understand this and perform their own landscaping as expected It is ridiculous to believe that an employee would assure [her] that this did not happen due to water runoff of any sort There is no way for me or any employee to know with that certainty what did NOT cause the issue I have stated numerous times that settling of a pool base can have a number of reasons as stated in my first response I, in fact, did go back to see the pool after her initial complaint However the fact that I could come up with possibilities is a result of years of experience installing pools I do not have to see a pool before giving some possibilities of why a pool base settled The story regarding what the manufacturer allegedly said has changed putting its credibility in question.The comment regarding the structural integrity of pool is also undermined by the fact that pool has been used for two full seasons now without ant evidence of structural compromise-because there is no structural compromise The issue is cometic The fact that we came back to repack the base and replace the liner demonstrates our commitment to rectifying the problem The fact that the problem recurred weeks after the install demonstrates that something other than poor workmanship or lack of concern is a work here.I understand that the customer is annoyed however that gives her no right to make the both unsupported and inappropriate claim about my "untruths." Her complaints and my responses demonstrate whose story has been consistent and whose has not If her case was valid and had the facts to support it then she would have no need for character attacks

John is a great guy to work with He has a very chill personality and is extremely knowledgeable He installed our new above ground pump and filterWe absolutely love how maintenance free it isOur pool is crystal clear following the advice John gave us We look forward to him installing our new pool liner in the near futureDara was very pleasant as well and was able to fit us into their schedule very quickly, because my daughter's third birthday was the following weekendWe would highly recommend JP poolsTHANK YOU, THE [redacted] FAMILY AVON,CT

I will once again respond to this complaint however it appears that nothing short of a re-installation of a liner that is functioning as it is intended will be satisfactory and that has already been done at no cost to the customer. The yard was off level and was excavated in order to install a pool. Simply commonsense would tell you that the incline must be removed and the lower area must be raised to achieve a level surface for the pool. This is what we did (as we do literally hundreds of times each season) and the result is a rough graded site that does require finish landscaping which is explicitly mentioned in the proposal. Never was it mentioned or represented that the finish landscaping was part of the agreement between [redacted] and our customer. In fact in 8 years of installing pools [redacted] has NEVER landscaped a pool. 99% of our customers understand this and perform their own landscaping as expected. It is ridiculous to believe that an employee would assure [her] that this did not happen due to water runoff of any sort. There is no way for me or any employee to know with that certainty what did NOT cause the issue. I have stated numerous times that settling of a pool base can have a number of reasons as stated in my first response. I, in fact, did go back to see the pool after her initial complaint. However the fact that I could come up with possibilities is a result of 37 years of experience installing pools. I do not have to see a pool before giving some possibilities of why a pool base settled. The story regarding what the manufacturer allegedly said has changed putting its credibility in question. The comment regarding the structural integrity of pool is also undermined by the fact that pool has been used for two full seasons now without ant evidence of structural compromise-because there is no structural compromise. The issue is cometic. The fact that we came back to repack the base and replace the liner demonstrates our commitment to rectifying the problem. The fact that the problem recurred weeks after the install demonstrates that something other than poor workmanship or lack of concern is a work here. I understand that the customer is annoyed however that gives her no right to make the both unsupported and inappropriate claim about my "untruths." Her complaints and my responses demonstrate whose story has been consistent and whose has not. If her case was valid and had the facts to support it then she would have no need for character attacks.

Complaint: ***
I am rejecting this response because:September 8, 2015Re: ID # ***It seems that there is some conflicting information. I had calendar days to respond, which would be tomorrow, however I received notification my case was closed. I spoke to your representative at the Revdex.com who advised me to send my reply directly to you for this matter. Please see response below and I look forwarding to hearing from you upon receipt of this email. Attention *** *** at Revdex.com:In reply to ** ***, “nothing short” of repairing the non-buttress rail system causing my issue will be satisfactory. The replacement liner that was done at no cost to us was done only because we would not accept a stretched, wrinkle liner replacement after the repair was done. (Please see the attached registered letter that was sent on initial complaint stating this) As for the landscaping, this is not the issue either. The only reason I commented on the landscaping was to prove that we did indeed make sure that water runoff would not be an issue, which was the owners reasoning in his first response. As for his statement regarding his employee, I know what I was told by his installer (***). Since the owner was not there to witness our conversation, I would be more than happy to consult with that installer again. In my research with several (3) other major pool contractors as well as the pool manufacturer, they all have educated me that if water had made its way underneath the pool, causing the problem, there would be evidence of that (i.edisruption of clay base, tunneling, erosion of ground at pool base). The owner of ** *** did NOT ever meet with me after the initial complaint, hence the registered letter I sent him. He actually told me via telephone that there was no reason for him to come out since he knows exactly what was happening, again stating his vast experience in the business. I commend the owner for having longevity in the pool business, however he was not the one who installed the pool or even examine the installation that day. Did the installation crew have that same experience? Doubt it since they weren’t even years of age. As for the credibility of the conversation with the pool manufacturer, my story has never changed. The manufacturer has stated that this was an installation issue. Again I would be more than happy to have a three way conference call with the owner, myself, and pool manufacturer. I spoke to two separate representatives at *** ** *** with documentation from both phone calls. We do not accept “cosmetic” as the answer. The only thing preventing the rails from piercing the liner is the foam that we purchased with the pool package. It is ridiculous to even think that any customer would accept this problem and chalk it up to how it looks. There is a serious problem when rails are raised above ground level for the safety of the swimmers. Character defined by myself is the difference between right and wrong, truth and misrepresentation of the truth. If this is conceived as an attack, it was not intended that way. All I expect is to be given what I was promised and what I paid for.____________________________________________________________________________...⇄ 29, 2014 ** *** * *** ***
*** ** *** *** and *** *** *** *** ** *** Dear ***,This letter is in follow up to our telephone conversation on August 11, regarding the pool your company installed on June 14, 2014. To review, I called you with my concern of the rail system protruding up from the ground into the pool. I also reported to you the “crevices” that have formed near the rail system. During our conversation you stated, “that this is what happens with these non-buttress pools”. During the time gap between our phone conversation and now I have done extensive research on our existing pool issue. I have contacted several pool companies and pool contractors who all advised me that this problem is solely based on the installation of the pool. I also contacted *** ** ***, the manufacturer of the pool, who also stated that this problem would not happen if the installation had been done correctly. *** *** (representative at *** ** ***) assured me that proper sand placement along with proper leveling would assure that the rail system would never protrude. At the end of our telephone conversation you were in agreement to repair the pool however you were not in agreement to replace the liner. You explained to me that the liner has been stretched and once the repairs were done there would be wrinkles in the liner. This is unacceptable to us. We should have a wrinkle free liner with a brand new pool. We also had a pool water company come in during installation to fill the pool to ensure proper installation, which cost $ We expect compensation for this whether you refund the money or replace the pool water. With the colder weather approaching, we would like to have this situation rectified prior to closing the pool for the season. Please contact me within days of receiving this letter or we will have no alternative than to seek legal action along with reporting this to the Revdex.com. Looking forward to hearing from you,*** and *** ***Telephone: ***/Cell: ***

Complaint: ***
I am rejecting this response because:
September 8, Re: ID # ***
It seems that there is some conflicting information. I had calendar days to respond, which would be tomorrow, however I received notification my case was closed. I spoke to your representative at the Revdex.com who advised me to send my reply directly to you for this matter. Please see response below and I look forwarding to hearing from you upon receipt of this email
Attention *** *** at Revdex.com:
In reply to ** ***, “nothing short” of repairing the non-buttress rail system causing my issue will be satisfactory. The replacement liner that was done at no cost to us was done only because we would not accept a stretched, wrinkle liner replacement after the repair was done. (Please see the attached registered letter that was sent on initial complaint stating this) As for the landscaping, this is not the issue either. The only reason I commented on the landscaping was to prove that we did indeed make sure that water runoff would not be an issue, which was the owners reasoning in his first response. As for his statement regarding his employee, I know what I was told by his installer (***). Since the owner was not there to witness our conversation, I would be more than happy to consult with that installer again. In my research with several (3) other major pool contractors as well as the pool manufacturer, they all have educated me that if water had made its way underneath the pool, causing the problem, there would be evidence of that (i.edisruption of clay base, tunneling, erosion of ground at pool base).
The owner of ** *** did NOT ever meet with me after the initial complaint, hence the registered letter I sent him. He actually told me via telephone that there was no reason for him to come out since he knows exactly what was happening, again stating his vast experience in the business. I commend the owner for having longevity in the pool business, however he was not the one who installed the pool or even examine the installation that day. Did the installation crew have that same experience? Doubt it since they weren’t even years of age.
As for the credibility of the conversation with the pool manufacturer, my story has never changed. The manufacturer has stated that this was an installation issue. Again I would be more than happy to have a three way conference call with the owner, myself, and pool manufacturer. I spoke to two separate representatives at *** ** *** with documentation from both phone calls.
We do not accept “cosmetic” as the answer. The only thing preventing the rails from piercing the liner is the foam that we purchased with the pool package. It is ridiculous to even think that any customer would accept this problem and chalk it up to how it looks. There is a serious problem when rails are raised above ground level for the safety of the swimmers.
Character defined by myself is the difference between right and wrong, truth and misrepresentation of the truth. If this is conceived as an attack, it was not intended that way. All I expect is to be given what I was promised and what I paid for_____________________________________________________________________________...⇄ /> September 29,
** *** * *** ***
*** ** ***
*** and *** ***
** *** ***
*** ** ***
Dear ***,
This letter is in follow up to our telephone conversation on August 11, regarding the pool your company installed on June 14, 2014. To review, I called you with my concern of the rail system protruding up from the ground into the pool. I also reported to you the “crevices” that have formed near the rail system. During our conversation you stated, “that this is what happens with these non-buttress pools”.
During the time gap between our phone conversation and now I have done extensive research on our existing pool issue. I have contacted several pool companies and pool contractors who all advised me that this problem is solely based on the installation of the pool. I also contacted *** ** ***, the manufacturer of the pool, who also stated that this problem would not happen if the installation had been done correctly. *** *** (representative at *** ** ***) assured me that proper sand placement along with proper leveling would assure that the rail system would never protrude.
At the end of our telephone conversation you were in agreement to repair the pool however you were not in agreement to replace the liner. You explained to me that the liner has been stretched and once the repairs were done there would be wrinkles in the liner. This is unacceptable to us. We should have a wrinkle free liner with a brand new pool. We also had a pool water company come in during installation to fill the pool to ensure proper installation, which cost $ We expect compensation for this whether you refund the money or replace the pool water.
With the colder weather approaching, we would like to have this situation rectified prior to closing the pool for the season. Please contact me within days of receiving this letter or we will have no alternative than to seek legal action along with reporting this to the Revdex.com.
Looking forward to hearing from you,
*** and *** ***
***
Telephone: ***/Cell: ***

We were contacted by the author of this complaint who from the onset was combative and convinced that she had been wronged.  I responded to her call to to our office just to be verbally abused and told that (after 37 years in the swimming pool business) I "don't know what I am talking about."...

 The customer was telling me that based on her internet research she discovered that the "industry standard" for liners is 22 mil and that liners are warranted for 20 years.  In 37 years of installing both above ground and in ground pools, I have NEVER heard of a 22 mil liner-NOT ONCE.  The industry standard for  liners is 20 mil and as I explained to my customer.  Incidentally, it is the liner that I have in my in-ground pool.  The next upgrade is a 25 mil liner and certain vendors carry a 30 mil liner that, in our opinion is not appropriate for an above ground pool.  Beside that the customer was armed with misinformation based on internet research and was adamant that we installed her liner improperly.  I asked her that if we installed her liner improperly than why did the liner function as expected for two seasons (one full year longer than our workmanship warranty) and only fail after theorist winter in over 50 years?  We have to date installed 200 pools and liners.  40% of these jobs have been for customers who have had pools and/or liners damage from the most recent severe winter. The unfortunate truth is that this was an overwhelming winter and the ice build up in this customer's pool caused the 11 tears in her liner.  The industry standard warranty for liners is a 15 years warranty against SEAM SEPARATION.  That is the ONLY THING that any manufacturer will cover because that is the only liner failure that they are responsible for.  This customer had 11 tears in her liner after a brutal winter NOT a seam separation.  The simple truth is that "mother nature" is responsible for the failure of this and hundreds of other liners throughout the state of [redacted].

We indeed installed this pool as mentioned and given this type of pool (non-buttress) she experienced something we call 'buttress imprinting.'  With the older style oval pools the buttresses were located outside the pool, however the new design of pools places the buttresses underneath the pool...

floor/liner.  In certain installations there are factors outside the control of the installer that contribute to pool settling and buttress imprinting.  The two most common factors involve water runoff and the pool being located near water (i.e. streams, lakes, ponds etc.)  This pool in subject to both of those issues.  When I first did the site inspection I discussed the issue of water runoff and that the pool base would need to be protected with a water barrier and stone landscaping to prevent or minimize the impact of the water that would come off a hill in their yard and find its way into the nearby pond.  Our proposal in fact states this clearly!  In my opinion the pool was not adequately protected from outside water and this was a reason for the settling.  I also mentioned that the pond nearby could also has an impact on the stability of the pool base.  In spite of the fact that we did not believe that our installation was inadequately performed, we agreed to purchase a new liner, repair the pool base and install the liner AT NO COST TO THE CUSTOMER.  I warned her that the pool was installed properly and that this issue was not in our control on the first liner and that we couldn't guarantee that she would not have issues with settling in the future.  By her own admission the pool was was fine when we left and the problem reoccured weeks after our reinstallation of the liner.  Lightning rarely strikes twice in the same place but she is completely unwilling to concede that their are problems with the water flow patterns of her back yard namely a hill that drains rain water right though the pool site.  When she contacted me after the second liner installation she claimed that she contacted the manufacturer who told her that the pool was installed incorrectly but failed to explain in what fashion it was wrong.  I contacted the manufacturer and spoke to the head of customer service who stated that he did not state the any pool was installed incorrectly based on a customers description because the determination of a improper pool/liner install can rarely be made based on a phone call.  I spoke with the customer and acknowledged her frustration but once again explained to her that the issue with the pool floor was not caused by poor workmanship and moreover that the pool was STRUCTURALLY  SOUND and the issue with the floor while annoying, was a COSMETIC ISSUE.  The pool passed inspection by the local building official and has been since the date of original installation available for its intended use by bathers.  We never had to 'fix' the pool the first time and it is even more unreasonable to expect that we will 'fix' it a second (or third or fourth) time.

The reason that we recommended a different liner for her pool than the 'overlap' style that was used in the initial installation was because she had a [redacted]ny Weismueller pool.  These pools are made of aluminum and when the pool is dismantled and then reassembled which is required in...

the installation of an overlap liner the pool rattles terribly due to the 'stripping' of the screws in the aluminum pool (aluminum is a must softer metal than steel).  The liner that we recommended allows the installer to replace the liner without dismantling the pool thus avoiding the problem with stripping screws.  The installation requires a bit more skill and patience than dismantling the pool but in our opinion gives a far better end result.  The issues of the liner 'separating from the pool wall' is not uncommon for 'beaded' liners like to one used on her pool.  This often can happen over the winter (as was the case here) when the pool freezes and the ice 'lifts' the liner thus allowing it to unhook itself and come out of the bead receiver.  This does cause considerable angst for customers as they commonly believe that if water gets behind their liner it will cause problems.  There is always water 'behind a liner' due to ground water and condensation.  Unfortunately we never received her e-mail and therefore unable to explain this to her which could have alleviated some of her anxiety. 
 
Incidentally we have searched our email extensively and to this day have never found the emails that she claims to have sent.  Also we never received a single voice mail and have no idea how this can be so since we use a VOIP phone system that logs EVERY call on our computer whether it is an outgoing, incoming or a missed call. Furthermore our voice mails are also stored in a 'cloud' and can be accessed by a computer.  I am still puzzled at her inability to contact us and why we did not receive a single message.
 
The only communication we had with the customer was on 7/18/12 (her liner was installed on 4/29/12).  She called to inquire as to why her liner was 'loose' at the top in a few areas.  I returned her call and explained that the liner would contract with exposure to the sun and the liner would tighten with age.  That was the last I heard from her until the notice from the Revdex.com regarding her complaint.  When I received her complaint I immediately responded to it.  I then called her to inform her that we had NO RECORD of a single email or phone call.  We discussed the issues that she raised and she stated that she was satisfied with the answers but was puzzled as to why the emails and voice messages were not received.  I apologized and gave her my cell phone number and told her to use it if she ever had trouble reaching our office in the future.  At the end of our conversation she stated that she was going to contact the Revdex.com to rescind the complaint.
 
Thank you for your time and attention in this matter.
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

I will once again respond to this complaint however it appears that nothing short of a re-installation of a liner that is functioning as it is intended will be satisfactory and that has already been done at no cost to the customer.  The yard was off level and was excavated in order to install a pool.  Simply commonsense would tell you that the incline must be removed and the lower area must be raised to achieve a level surface for the pool.  This is what we did (as we do literally hundreds of times each season) and the result is a rough graded site that does require finish landscaping which is explicitly mentioned in the proposal.  Never was it mentioned or represented that the finish landscaping was part of the agreement between [redacted] and our customer.  In fact in 8 years of installing pools [redacted] has NEVER landscaped a pool.  99% of our customers understand this and perform their own landscaping as expected.  It is ridiculous to believe that an employee would assure [her] that this did not happen due to water runoff of any sort.  There is no way for me or any employee to know with that certainty what did NOT cause the issue.  I have stated numerous times that settling of a pool base can have a number of reasons as stated in my first response.  I, in fact, did go back to see the pool after her initial complaint.  However the fact that I could come up with possibilities is a result of 37 years of experience installing pools.  I do not have to see a pool before giving some possibilities of why a pool base settled.  The story regarding what the manufacturer allegedly said has changed putting its credibility in question.The comment regarding the structural integrity of pool is also undermined by the fact that pool has been used for two full seasons now without ant evidence of structural compromise-because there is no structural compromise.  The issue is cometic.  The fact that we came back to repack the base and replace the liner demonstrates our commitment to rectifying the problem.  The fact that the problem recurred weeks after the install demonstrates that something other than poor workmanship or lack of concern is a work here.I understand that the customer is annoyed however that gives her no right to make the both unsupported and inappropriate claim about my "untruths."  Her complaints and my responses demonstrate whose story has been consistent and whose has not.  If her case was valid and had the facts to support it then she would have no need for character attacks.

My experience with JP Pools was very positive and I would recommend them with complete confidence! From the first meeting, my interactions with the office staff, as well as the team who installed my pool liner ... all clearly knowledge of their area, professional and extremely kind. An A+ organization!!!

We are addressing the issues mentioned in the complaint.  i spoke to the customer today and we have a plan in place to resolve the issues.  Please contact the customer to verify this.

Complaint: [redacted]
I am rejecting this response because:
8/16/15
 Can anyone these days take ownership of the fact that they
just might have done something incorrectly???  
We can play the “he said – she said” game all day long!  The fact of the matter is that we DO NOT and
HAVE NOT had any water issues causing the problem.  Yes, we do have water (marsh land) located
near the pool however the pool is up on high, dry ground.   On [redacted] one and only site inspection, it
was never once mentioned that the area of the pool site could possibly cause an
issue with the pool and or buttress system. 
 Also at the time of the site
visit, [redacted] stated that his excavation work would be rough grade, however
he would make sure that the pool would be on level ground.   When we came home after the installation we
found that one side of the pool was beneath ground level.  Immediately my husband contacted the owner to
question why the job was done differently than previously discussed.  The owner at this time became very
argumentative and said he would take us to court if he didn’t receive the rest
of the money owed to him.  Regrettably my
husband paid the balance knowing we would have to hire a landscaping company to
resolve the excavation issue.  To assure
that we would not have any water issues, we immediately hired a landscaping
company to regrade the yard/hill around the pool.  I have several pictures taken during the pool
installation showing the grade he left. 
When his crew came back the second time (to repair base),
his employee, who was completing the work, assured me that this did not happen
due to water runoff of any sort.  The
ground beneath the liner was sound with no evidence of washout.  He actually talked to me about the settling
process and claimed that our problem would be fixed by adding and repacking the
sand base, which is what he did.  One
would think that the owner who is claiming that he KNOWS this was due to water
running underneath the pool would have been here to prove to me that this was
the case.  Furthermore, the man arguing
this case was not even here on initial set up, he quickly left after he
excavated.   Also, after all the phone
calls back and forth, and after my written complaint was sent, he still never
came to evaluate the situation.  Why
wouldn’t he have been trying to state his case regarding water runoff?  He did however finally appear the day of the
“Good Faith” repair, when the job was finished, and commented on the
landscaping work that was done.   Again,
never any mention of water running underneath the pool but rather commented how
properly it was done. 
On my second phone call to the manufacturer, I explained my
issues in great detail.  I informed him
of the claim of water runoff supposedly being the problem.  He did agree that water runoff would be a
problem but stated that since there was no evidence of that at the time of
liner replacement, it was a zero probability of cause.  In addition, the manufacturer rep stated that
with BOTH rail systems popping up, this happened on initial installation. 
As for the comment on COSMETIC in nature, we believe that
this is a ridiculous comment.  How do we
know that it is structurally secure?   We
believe that we should not have to be ANNOYED so soon after installation. It’s
a brand new pool!  As we appreciate his
response to our issue, we are not conceding to his untruths.
Sincerely,
[redacted]

We don't have anything more to add.  The pool was installed properly, is structurally sound (as evidence of it passing inspection by the local building official) and will continue to provide years of enjoyment.  We have already gone above and beyond the call of duty by replacing a liner.  If the customer cannot live with the depressions in the pool base we would be willing to pull the liner back and re-pack the buttresses.

I will once again respond to this complaint however it appears that nothing short of a re-installation of a liner that is functioning as it is intended will be satisfactory and that has already been done at no cost to the customer.  The yard was off level and was excavated in order to install a pool.  Simply commonsense would tell you that the incline must be removed and the lower area must be raised to achieve a level surface for the pool.  This is what we did (as we do literally hundreds of times each season) and the result is a rough graded site that does require finish landscaping which is explicitly mentioned in the proposal.  Never was it mentioned or represented that the finish landscaping was part of the agreement between [redacted] and our customer.  In fact in 8 years of installing pools [redacted] has NEVER landscaped a pool.  99% of our customers understand this and perform their own landscaping as expected.  
It is ridiculous to believe that an employee would assure [her] that this did not happen due to water runoff of any sort.  There is no way for me or any employee to know with that certainty what did NOT cause the issue.  I have stated numerous times that settling of a pool base can have a number of reasons as stated in my first response.  I, in fact, did go back to see the pool after her initial complaint.  However the fact that I could come up with possibilities is a result of 37 years of experience installing pools.  I do not have to see a pool before giving some possibilities of why a pool base settled.  
The story regarding what the manufacturer allegedly said has changed putting its credibility in question.
The comment regarding the structural integrity of pool is also undermined by the fact that pool has been used for two full seasons now without ant evidence of structural compromise-because there is no structural compromise.  The issue is cometic.  The fact that we came back to repack the base and replace the liner demonstrates our commitment to rectifying the problem.  The fact that the problem recurred weeks after the install demonstrates that something other than poor workmanship or lack of concern is a work here.
I understand that the customer is annoyed however that gives her no right to make the both unsupported and inappropriate claim about my "untruths."  Her complaints and my responses demonstrate whose story has been consistent and whose has not.  If her case was valid and had the facts to support it then she would have no need for character attacks.

John is a great guy to work with. He has a very chill personality and is extremely knowledgeable. He installed our new above ground pump and filter. We absolutely love how maintenance free it is. Our pool is crystal clear following the advice John gave us. We look forward to him installing our new pool liner in the near future. Dara was very pleasant as well and was able to fit us into their schedule very quickly, because my daughter's third birthday was the following weekend. We would highly recommend JP pools.
THANK YOU,
THE [redacted] FAMILY
AVON,CT

The reason that we recommended a different liner for her pool than the 'overlap' style that was used in the initial installation was because she had a [redacted]ny Weismueller pool.  These pools are made of aluminum and when the pool is dismantled and then reassembled which is required in the...

installation of an overlap liner the pool rattles terribly due to the 'stripping' of the screws in the aluminum pool (aluminum is a must softer metal than steel).  The liner that we recommended allows the installer to replace the liner without dismantling the pool thus avoiding the problem with stripping screws.  The installation requires a bit more skill and patience than dismantling the pool but in our opinion gives a far better end result.  The issues of the liner 'separating from the pool wall' is not uncommon for 'beaded' liners like to one used on her pool.  This often can happen over the winter (as was the case here) when the pool freezes and the ice 'lifts' the liner thus allowing it to unhook itself and come out of the bead receiver.  This does cause considerable angst for customers as they commonly believe that if water gets behind their liner it will cause problems.  There is always water 'behind a liner' due to ground water and condensation.  Unfortunately we never received her e-mail and therefore unable to explain this to her which could have alleviated some of her anxiety. 
 
Incidentally we have searched our email extensively and to this day have never found the emails that she claims to have sent.  Also we never received a single voice mail and have no idea how this can be so since we use a VOIP phone system that logs EVERY call on our computer whether it is an outgoing, incoming or a missed call. Furthermore our voice mails are also stored in a 'cloud' and can be accessed by a computer.  I am still puzzled at her inability to contact us and why we did not receive a single message.
 
The only communication we had with the customer was on 7/18/12 (her liner was installed on 4/29/12).  She called to inquire as to why her liner was 'loose' at the top in a few areas.  I returned her call and explained that the liner would contract with exposure to the sun and the liner would tighten with age.  That was the last I heard from her until the notice from the Revdex.com regarding her complaint.  When I received her complaint I immediately responded to it.  I then called her to inform her that we had NO RECORD of a single email or phone call.  We discussed the issues that she raised and she stated that she was satisfied with the answers but was puzzled as to why the emails and voice messages were not received.  I apologized and gave her my cell phone number and told her to use it if she ever had trouble reaching our office in the future.  At the end of our conversation she stated that she was going to contact the Revdex.com to rescind the complaint.
 
Thank you for your time and attention in this matter.
 
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My rating not so good. Had pool put up 2011, since work done last fall pool no good.we bought used but in excellent condition.Owner agreed pool got its use, even though bottom not smooth after 1st year of supposedly graded area. Had one end sink few inches, crew came to fix.Pool filled over winter lost all water except for roughly 2 feet. He claims can't get another liner company advised obsolete but he gave me a price with lifetime warranty? Did not keep all dates and times we called but it was quite a lot and call backs were long in between. my husband had dealings with owner John, we were given a new quote which in my opinion is very high considering what we payed him initially. I am unhappy with situation and was told my pool got it's use. I know people who have had their pools up for many many years and never these problems. My Name is Sue Edwards I can be reached at 860 267-2337.