JP Pools

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!!!

Review: JP Pools came to install a vinyl liner on our pool at the beginning of June, 2015, took out our old existing liner only to realize that the new liner they intended to install didn't have the proper configuration. They came back on June 10th, after a week and a half of intense rainfall that seemed to have softened the vermiculite base. We were left with multiple creases in the liner as well as a severe leak (1 3/4" a day). In multiple areas there were also noticeable bumps that, we were told, were caused by shifting clumps of vermiculite. They were made aware of it and came back on July 17th to partially alleviate the problem of the leak( down to 1/2" a day). In the meantime, this considerable loss of water (about 700 gallons daily) eroded the vermiculite adjacent to the leak area and caused a very noticeable track in the bottom of the pool. JP Pools was made aware of the continuous leak and the damage to the vermiculite base. I was told more than 2 weeks ago that they would come and address the leak but that they didn't hold themselves responsible for the damaged vermiculite base.

No one, to this date, has contacted us, even after I sent an Email a few days ago in this regard. I had suggested in one of my earlier Emails that maybe we could wait until the closing of the pool in September in order to drain the pool and fix everything at once: leak (foremost) and possibly the creases in the liner as well as the damaged vermiculite in the area that was damaged by the leak and elsewhere in the pool where clumps of vermiculite form bumps.Desired Settlement: permanent fix for the leak as well as getting rid of the creases in the liner as well as the damaged vermiculite base caused by the leak and softening of the base due to the severe rainfall.

Business

Response:

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.

We used JP pools to install our new above ground pool in late spring of 2014. We were promised "an experience like none other" and it was that, but not in a good way. There was damage to the end of our relatively new driveway and curb with the rushing to prepare the pool site but of course that isn't covered in the contract.
After the owner finished preparing the area, he left and the crew arrived. The crew chief was noticed to be spitting tobacco products in the yard and pool area and was asked to stop. He asked if it was okay to spit where the pool would be located and was also told no. He continued anyway.
The crew spent a good part of the morning sitting around trying to find out if they were to install foam along the pool wall and floor. They also took quite a bit of time to figure out which screw holes were used to hold the frame together. This was their only job for the day so I would expect they know what to do. At this point they started rushing. The location for the filter and power supply was clear (there was a pool there before) but still put the outlet and skimmer holes a full panel away. This resulted in not being able to hook up the pool for days while we attempted to now get hoses long enough. Therefore hooking up the filter which was part of the contract was not completed.
Several upright posts were not vertical. There is not a flat spot anywhere in the bottom of the pool, making it very difficult to keep clean. The final straw is finding out the reason for large amounts of sand from the filter being found in the pool was likely the sand being poured in the filter housing without adding water first as recommended and cracking one of the pipes allowing the sand to leak. We are having to replace the liner and can't wait to get rid of the foam on the side of the pool. We were told it would make a 5-10 degree difference - yeah, colder! despite the hot summer, the pool hasn't gotten over 80 degrees and it is in full sun a good portion of the day.
Would never recommend this company - not worth the extra price. With the exception of the cracked tube in the filter (which is a recent discovery), we attempted to have these issues addressed but received responses like: "it's fine they aren't vertical (never came to look)" , "we don't cover property damage", "pool bottoms can't be flat". Returning of phone calls and email were also quite slow, if at all, despite their claim that all emails and phone calls are logged.
We went with a company that sounded like they could deliver on their promises and be a valuable resource for the future. We are still looking to find another.

Review: I paid throughout 2011-12 for a new liner for my above ground pool. [redacted], the owner, was very nice, acknowledging each payment. He did the job in May of 2011. He was supposed to replace a liner that overlapped the pool rim with the same kind, but instead did it with one that didn't and said it was better. I immediately noticed creases in the liner but was told it doesn't affect the use, so I just went along with it. This May, which would only be the 3rd season of using it, I noticed the liner was separated from the wall of the pool in several spots. I was afraid water would get between it and the foam insulation backing so I emailed [redacted] right away with pictures. I never got a response. I called a week later and left a message, but still no response. I asked him to just oome and take a look at it when he was in the neighborhood, or to call and let me know he was busy or whatever, but STILL NO RESPONSE. I left several messages, the last one saying I would hate to have to get in touch with the Revdex.com, but I didn't know what else to do. I asked him how he could not stand behind his work or product, but again, I never heard from him. He was so nice while he was receiving my money, but as soon as he put the liner in, I could never get him again. It's a shame that people have no pride in their work and could care less about their customers. I would never recommend him to anyone and just hope I can find someone else who does care about their customers. I would like the Revdex.com to get in touch with him and tell him to acknowledge my calls and request to come and look at it and fix it or at least see if something can be done. I have all the emails I sent him since 2011 if you need them.Desired Settlement: I actually would like a replacement if it can be done better, but there is nothing wrong with the liner, i.e., the water stays in, etc. and I don't want to lose time from the pool in the hot weather. I would just like it fixed so it doesn't separate. If that can't be done, then it should be replaced and done better at the end of the season so that 1) we can still use it and 2) we don't have to worry if it gets ruined since it would be replaced FOR FREE. Liners should last for 10 years, not 2.

Business

Response:

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.

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

Review: We purchased an above ground pool (12 x 24 oval non-buttress pool) in 2014, which was installed in June 2014. We chose the non-buttress system due to building code requirements in our town. Shortly after installation (approx. 1 month) we noticed that the rail system that runs underneath the pool was protruding up into the pool. In some places it was raised approximately 2 inches. There are two rail systems that run underneath the pool, and both were coming up. I had several phone conversations with the owner discussing my problem. He stated that there was nothing he could do about the problem and refused to correct it. At that time I did some extensive research, i.e. contacting several other large pool contractors and speaking directly to the pool manufacturer. After my research was conducted I sent a registered letter to the business which including my findings. Everyone I spoke to ALL stated that this was happening due to incorrect installation. [redacted] did contact me several days after receiving the letter stating that they would indeed fix the situation at hand and also replace the liner. Due to the time of year (fall) we both agreed to wait until the following spring to complete the work since cold temperatures had already set in. I contacted the company/owner in April and signed another contract for the work to be done. As promised, his crew came out in May 2015 to rectify the problem. Some work was done, ie adding new sand over the rails, retamping the base, and installing the new liner. Pool looked great until 2 weeks later when the same problem started. Now we are back to square one with the same problem in the same exact locations. Once again I placed a call to the manufacturer who advised me again that this problem is soley based on the installation and under no circumstances should be happening. I placed a call to the owner of [redacted] to discuss the problem again. He became very argrumentative and gave me every excuse in the book why this happened. He also stated false facts and claimed he warned me originally that this could be a problem. Not once were we told that there could be any complications with the non-buttress system. He stated that this was a cosmetic problem and would not affect the function of the pool or liner. The pool manufacturer completely disagrees with this statement. At this point, I would rather have them remove the pool and refund my money verses having to deal with them again. When he is asked if this would be acceptable in his yard, there is no answer from him. No one would accept this for a brand new product.

I thank you for your time and I am very frustated that it had to come to this level.

Unsatisfied Customer

Business

Response:

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.

Consumer

Response:

Review: [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,

Review: June 2012 I had a pool liner replaced by this company, the pool was used 2 summers. I went to open the pool and the liner has 11 tears in the bottom of the pool and liner came away from the wall. Pool liners are typically guaranteed from 10-20 years.Desired Settlement: Split the cost of a new liner and pool water.

Business

Response:

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].