Spoke to Mr [redacted] , offered safety cover springs to satisfy his claim of this non warranty item Mr [redacted] was satisfied and would notify Revdex.com of his satisfaction.Thank you [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The leak detection company could not determine ONE source of a leak. The 9 separate fixtures throughout the bottom of the pool ALL have cracks and pieces of fiberglass around them that have completely chipped away. The 4 steps, which have 5 fixtures on them, also have hairline cracks. The top 6 inches of fiberglass below the skimmer have hairline cracks on the walls. We believe it is a COMBINATION of all of these "flaws" in the fiberglass that, together, have caused a loss of water in our pool. Three separate people (the installer, the leak detection company and a member of customer service at Latham) all agreed the high number of fixtures and the hairline cracks are not uncommon and should not be there. We would like to be reimbursed for the leak detection company's bill ($525) as promised, as well as repairs to the fiberglass in any way that would make it structurally sound once again.(Structurally sound, meaning able to hold water) Whether that entails fixing cracks, resurfacing the fiberglass, or another route should be determined by the leak inspector or someone else impartial, in our opinion.We have recently send registered letters to Mr. Laven, CEO of Latham Pools, among others, requesting assistance in this matter. We are hoping this will help.
Dear Revdex.com Representative, [redacted], and [redacted], Latham Pool Products does in fact stand
behind all of our products. I ask that each of you please thoroughly read Page 2 of the attached
document (invoice from the leak detection company) that very clearly
states that they dye tested the pool and found no evidence of a leak in
the shell. I personally spoke to the owner of American Leak Detection and he confirmed this. If the cracks around the fittings were leaking the dye test
would have easily demonstrated the leak. Regardless of the facts above, in a gesture of goodwill and an in effort to stop
this endless stream of emails we are willing to send our repair
technician to repair the hairline cracks around the fittings and the skimmer. This will eliminate the possibility that the shell is losing water through these cracks. Per the Limited Lifetime Warranty applicable to this shell (attached to this email)it is the customers responsibility to drain and brace the shell (proper procedures for this process are attached to this email) and ensure there is no water under or around the shell. The document attached as Fiberglass Repair Agreement-[redacted] needs be dated, signed and returned to me via email or fax at [redacted]. Upon receipt of the signed agreement we can discuss the scheduling of the trip. In all likelihood, after the repairs are made, water will continue to
leak through whatever source it is leaking now. Latham will not be held
responsible for any leaks occurring after we repair the hairline cracks
around the in-floor fittings and the near the skimmer. This offer to repair replaces any and all previous offers. Any and all previous offers are rescinded at this time. Rick
Phone response - the consumer has received the rebate, and we have received an email confirmation. Apparently we had sent it to the wrong address initially.
The Warranty Service Department was contacted by the end consumer about this two year old liner concern. The Warranty Service Department, advised the end consumer of our process as outlined below and documented on our warranty that is presented to the end consumer at time of liner...
installation. See also attached Warranty.1) If you believe you have a warranty claim that occurs within three years of the date your product is installed, please contact the retail seller of the Latham Pool Products, Inc. liner. If a manufacturing defect is the cause of a product failure, the seller of the product is responsible for contacting the distributor from whom the liner was purchased. Instruction will be provided to the seller as to the process by which the liner will be repaired or replaced. Please do not contact the Warranty Service department if a liner has been in use less than three years.Latham Pool Products appreciates the details and feedback. We have also contacted all parties, the retail seller and distributor of the claim the end user has submitted, as well as created a Return Merchandise Authorization for the Distributor. We have processed a credit accordingly to our Distributor for this RMA.Latham Pool Products takes great pride in all products we manufacturer and are always willing to help and advise of the process to resolve these types of matters.
Spoke to Mr [redacted], offered 30 safety cover springs to satisfy his claim of this non warranty item. Mr. [redacted] was satisfied and would notify Revdex.com of his satisfaction.Thank you[redacted]
Dear Mr. [redacted], I am responding to complaint case # [redacted], registered by Ms. [redacted]. I want to thank you for the opportunity to reply. Ms. [redacted] originally contacted our warranty dept. to obtain warranty consideration for her liner. We have a standard process to follow before we can make any warranty determination. We gather pictures, and pertinent information then we submit those details for Quality to analyze. There is no documentation that states we would provide a free of charge liner to Ms. [redacted]. I have attached the picture that she supplied us of her pool liner which has severe chemical damage which is not a warranted item. While we, like so many manufacturers, increasingly find ourselves the target of individuals who will not accept responsibility for their actions, we do intend to continue promoting our products and reputation. To that end, I feel that our offer of a discounted liner is a fair and reasonable resolution to this non warranty situation. Sincerely, Doug [redacted] Warranty\Technical Service Supervisor
Dear Sirs, The [redacted]'s contacted us regarding their leaking fiberglass swimming pool shell. Our Repair Manager at our West Virginia facility, Tom M[redacted], spoke to them and asked if there were any large cracks in the shell. They stated that there were a few hairline cracks around a few...
of the in-floor fittings but no large cracks. Tom informed them that it was highly unlikely that the hairlines would cause a leak and that cracks of this nature were not covered by the Limited Lifetime Warranty which pertains to their shell. He told them that one possible solution would be to locate and contact a leak detection company and contract with them to determine where the pool was leaking and that if it was leaking through the shell we would reimburse them for the expense of the leak detection company. They hired American Leak Detection to attempt to find the leak. Invoice #2081 (attached) from American Leak Detection dated 10/1/14 states:"The skimmer line had a very small leak on it. Dye tested the skimmer throat, it was leak free at this time. Dove the pool and dye tested all of the floor inlets, main drain canister and side suction. They were all leak free at this time. The pump has a small leak on the male fitting on top of the pump. It is my suggestion to use 'Stop Leak' and try to seal the structure of the pool." I spoke to the owner of this franchise of American Leak Detection regarding his comment, "to seal the structure of the pool." We discussed the fact the shell is a minimum of 1/4" thick and that water will not leak or weep through the shell. He commented that his suggestion was merely based on the fact that no large leak point was discovered and that the use of Stop Leak had often resolved minor leak issues in plumbing systems (skimmer line) and that based on his professional experience it was the best path forward for the [redacted]s'. The [redacted]'s did add Stop Leak (or a similar product) to the pool and the leak stopped.We are happy to stand behind our product per the Limited Lifetime Warranty (attached). At this time there is no known defect in the shell. We agreed to pay the ALD fee if they found the leak to be caused by a defect in the shell. They found no leak in the shell. As [redacted] indicates we offered to pay half of the cost as a gesture of goodwill and the [redacted]'s rejected the offer. Please let me know your thoughts. Sincerely, Rick Black Warranty Director - Fiberglass Division
[redacted], my apologies for not responding. My issue with Latham Pool Company is resolved. I want to thank the Revdex.com for their assistance in getting...
Latham to honor their pledge of sending me a rebate as they advertised. The Revdex.comIs an essential organization in helping consumers like myself to get companies to honor their commitments. I appreciate the Revdex.com’s quick response to my complaint and for your help in resolving my issue. Thank you. Regards,[redacted]
Spoke to Homeowner this morning 7/7/2015 at 0810, explained that installer is required to file a claim with Latham Pool Products on his behalf. Homeowner stated that installer was at the home a week ago and took photos. Asked the Homeowner to provide a contact name and number of...
installer, so that we can follow up with installer on filing a claim. Homeowner will obtain installer contact info and call us back with same. Latham Pool Products will follow up with installer on filing a claim and disposition accordingly per our warranty.Thank you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr. Black is misrepresenting the facts, in that the warrantee states, and I quote “structural failure” shall be defined as water loss due to fracture, void, crack, or other similar separation of the Pool The representative from Indiana, [redacted], stated"The cracking around the in-floor cleaning system jets should not be there. We can repair those."In other words, Mr. M[redacted] and Ms. [redacted] were willing to help and repair and reimburse for the testing that FOUND the cracks in the pool. It was only when we began dealing with Mr. Black that the company changed its response to us. His offer of half the cost was not seen as a goodwill gesture in any way. And of course, he now NO LONGER even responds to our communication by email or phone. Regards, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolutions is not satisfactory. However, I'm not going to continue this back and forth as I have read the complains and every time is the same the company does not take responsibility for their products. Therefore is just going to be a waste of time for me to continue emailing back and forth. What is not a waste of time is to let my over 20k followers on social media know that this company guarantee won't protect their purchase at all since they will always find a way to reject any claim. Is a waste of time to even consider doing business with them. Regards, [redacted]
Spoke to Mr [redacted] , offered safety cover springs to satisfy his claim of this non warranty item Mr [redacted] was satisfied and would notify Revdex.com of his satisfaction.Thank you [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The leak detection company could not determine ONE source of a leak. The 9 separate fixtures throughout the bottom of the pool ALL have cracks and pieces of fiberglass around them that have completely chipped away. The 4 steps, which have 5 fixtures on them, also have hairline cracks. The top 6 inches of fiberglass below the skimmer have hairline cracks on the walls. We believe it is a COMBINATION of all of these "flaws" in the fiberglass that, together, have caused a loss of water in our pool. Three separate people (the installer, the leak detection company and a member of customer service at Latham) all agreed the high number of fixtures and the hairline cracks are not uncommon and should not be there. We would like to be reimbursed for the leak detection company's bill ($525) as promised, as well as repairs to the fiberglass in any way that would make it structurally sound once again.(Structurally sound, meaning able to hold water) Whether that entails fixing cracks, resurfacing the fiberglass, or another route should be determined by the leak inspector or someone else impartial, in our opinion.We have recently send registered letters to Mr. Laven, CEO of Latham Pools, among others, requesting assistance in this matter. We are hoping this will help.
Dear Revdex.com Representative, [redacted], and [redacted], Latham Pool Products does in fact stand
behind all of our products. I ask that each of you please thoroughly read Page 2 of the attached
document (invoice from the leak detection company) that very clearly
states that they dye tested the pool and found no evidence of a leak in
the shell. I personally spoke to the owner of American Leak Detection and he confirmed this. If the cracks around the fittings were leaking the dye test
would have easily demonstrated the leak. Regardless of the facts above, in a gesture of goodwill and an in effort to stop
this endless stream of emails we are willing to send our repair
technician to repair the hairline cracks around the fittings and the skimmer. This will eliminate the possibility that the shell is losing water through these cracks. Per the Limited Lifetime Warranty applicable to this shell (attached to this email)it is the customers responsibility to drain and brace the shell (proper procedures for this process are attached to this email) and ensure there is no water under or around the shell. The document attached as Fiberglass Repair Agreement-[redacted] needs be dated, signed and returned to me via email or fax at [redacted]. Upon receipt of the signed agreement we can discuss the scheduling of the trip. In all likelihood, after the repairs are made, water will continue to
leak through whatever source it is leaking now. Latham will not be held
responsible for any leaks occurring after we repair the hairline cracks
around the in-floor fittings and the near the skimmer. This offer to repair replaces any and all previous offers. Any and all previous offers are rescinded at this time. Rick
Phone response - the consumer has received the rebate, and we have received an email confirmation. Apparently we had sent it to the wrong address initially.
The Warranty Service Department was contacted by the end consumer about this two year old liner concern. The Warranty Service Department, advised the end consumer of our process as outlined below and documented on our warranty that is presented to the end consumer at time of liner...
installation. See also attached Warranty.1) If you believe you have a warranty claim that occurs within three years of the date your product is installed, please contact the retail seller of the Latham Pool Products, Inc. liner. If a manufacturing defect is the cause of a product failure, the seller of the product is responsible for contacting the distributor from whom the liner was purchased. Instruction will be provided to the seller as to the process by which the liner will be repaired or replaced. Please do not contact the Warranty Service department if a liner has been in use less than three years.Latham Pool Products appreciates the details and feedback. We have also contacted all parties, the retail seller and distributor of the claim the end user has submitted, as well as created a Return Merchandise Authorization for the Distributor. We have processed a credit accordingly to our Distributor for this RMA.Latham Pool Products takes great pride in all products we manufacturer and are always willing to help and advise of the process to resolve these types of matters.
Spoke to Mr [redacted], offered 30 safety cover springs to satisfy his claim of this non warranty item. Mr. [redacted] was satisfied and would notify Revdex.com of his satisfaction.Thank you[redacted]
Dear Mr. [redacted], I am responding to complaint case # [redacted], registered by Ms. [redacted]. I want to thank you for the opportunity to reply. Ms. [redacted] originally contacted our warranty dept. to obtain warranty consideration for her liner. We have a standard process to follow before we can make any warranty determination. We gather pictures, and pertinent information then we submit those details for Quality to analyze. There is no documentation that states we would provide a free of charge liner to Ms. [redacted]. I have attached the picture that she supplied us of her pool liner which has severe chemical damage which is not a warranted item. While we, like so many manufacturers, increasingly find ourselves the target of individuals who will not accept responsibility for their actions, we do intend to continue promoting our products and reputation. To that end, I feel that our offer of a discounted liner is a fair and reasonable resolution to this non warranty situation. Sincerely, Doug [redacted] Warranty\Technical Service Supervisor
Dear Sirs, The [redacted]'s contacted us regarding their leaking fiberglass swimming pool shell. Our Repair Manager at our West Virginia facility, Tom M[redacted], spoke to them and asked if there were any large cracks in the shell. They stated that there were a few hairline cracks around a few...
of the in-floor fittings but no large cracks. Tom informed them that it was highly unlikely that the hairlines would cause a leak and that cracks of this nature were not covered by the Limited Lifetime Warranty which pertains to their shell. He told them that one possible solution would be to locate and contact a leak detection company and contract with them to determine where the pool was leaking and that if it was leaking through the shell we would reimburse them for the expense of the leak detection company. They hired American Leak Detection to attempt to find the leak. Invoice #2081 (attached) from American Leak Detection dated 10/1/14 states:"The skimmer line had a very small leak on it. Dye tested the skimmer throat, it was leak free at this time. Dove the pool and dye tested all of the floor inlets, main drain canister and side suction. They were all leak free at this time. The pump has a small leak on the male fitting on top of the pump. It is my suggestion to use 'Stop Leak' and try to seal the structure of the pool." I spoke to the owner of this franchise of American Leak Detection regarding his comment, "to seal the structure of the pool." We discussed the fact the shell is a minimum of 1/4" thick and that water will not leak or weep through the shell. He commented that his suggestion was merely based on the fact that no large leak point was discovered and that the use of Stop Leak had often resolved minor leak issues in plumbing systems (skimmer line) and that based on his professional experience it was the best path forward for the [redacted]s'. The [redacted]'s did add Stop Leak (or a similar product) to the pool and the leak stopped.We are happy to stand behind our product per the Limited Lifetime Warranty (attached). At this time there is no known defect in the shell. We agreed to pay the ALD fee if they found the leak to be caused by a defect in the shell. They found no leak in the shell. As [redacted] indicates we offered to pay half of the cost as a gesture of goodwill and the [redacted]'s rejected the offer. Please let me know your thoughts. Sincerely, Rick Black Warranty Director - Fiberglass Division
[redacted], my apologies for not responding. My issue with Latham Pool Company is resolved. I want to thank the Revdex.com for their assistance in getting...
Latham to honor their pledge of sending me a rebate as they advertised. The Revdex.comIs an essential organization in helping consumers like myself to get companies to honor their commitments. I appreciate the Revdex.com’s quick response to my complaint and for your help in resolving my issue. Thank you. Regards,[redacted]
Spoke to Homeowner this morning 7/7/2015 at 0810, explained that installer is required to file a claim with Latham Pool Products on his behalf. Homeowner stated that installer was at the home a week ago and took photos. Asked the Homeowner to provide a contact name and number of...
installer, so that we can follow up with installer on filing a claim. Homeowner will obtain installer contact info and call us back with same. Latham Pool Products will follow up with installer on filing a claim and disposition accordingly per our warranty.Thank you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mr. Black is misrepresenting the facts, in that the warrantee states, and I quote “structural failure” shall be defined as water loss due to fracture, void, crack, or other similar separation of the Pool The representative from Indiana, [redacted], stated"The cracking around the in-floor cleaning system jets should not be there. We can repair those."In other words, Mr. M[redacted] and Ms. [redacted] were willing to help and repair and reimburse for the testing that FOUND the cracks in the pool. It was only when we began dealing with Mr. Black that the company changed its response to us. His offer of half the cost was not seen as a goodwill gesture in any way. And of course, he now NO LONGER even responds to our communication by email or phone. Regards, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolutions is not satisfactory. However, I'm not going to continue this back and forth as I have read the complains and every time is the same the company does not take responsibility for their products. Therefore is just going to be a waste of time for me to continue emailing back and forth. What is not a waste of time is to let my over 20k followers on social media know that this company guarantee won't protect their purchase at all since they will always find a way to reject any claim. Is a waste of time to even consider doing business with them. Regards, [redacted]