Liverpool Pool & Spa Inc.

To Whom It Mat Concern Reponses to ID # *** I *** *** I would like to start with the pool that Mr*** purchase, is a very good pool and it is our best selling poolLiverpool Pool and Spa Incdoes not force anyone into purchasing a certain pool, liner or Salt System, these are all
items that the consumer decides on what to purchaseWe first had contact with Mr*** on or about May stating that he sent in pictures showing three holes on the side of his poolAfter reviewing the pictures it appeared that the liner had holes in it causing the salt water to leak through to the wall causing damage to the wallWe have no record of Mr*** calling about the leaks after the installation in 2012, and also or so this was not an installation issueMr*** stated that he did experience water loss last season and that he had someone that could patch the holesIf the pool liner did not have these leaks then the salt water would not have leak through to the wall, and the wall would not have any damageThis same wall damage can be done by chlorine in pool water when a liner has leaksSwimming pool liners can get leaks at any time and it is up to the home owner to patch or repair these leaksWe then heard back from Mr*** a couple of days later after the person he hired to do the repair pull the liner back to place a patch on the back of the liner as well as the frontThis is when the issue with the wall was found, we told Mr *** we would see what if anything we could do for himWe also stated that we would send someone to look at the pool, but due to weather issue and the fact that we are over book with service from the extreme winterWe did not get there before Mr*** refilled his pool so that his family could enjoy the poolThe next and last conversation that took place with Mr*** was in our store to review the manufactures warranty coverage for the liner and the poolThe liner manufacture doesn't cover holes in the liner and the manufacturers warranty doesn't cover damage caused to the pool from the liner issuesWe did tell Mr*** that the pool manufacturer will most likely help him with discounted pool parts even though the cause wasn't a manufacturer defect and that LPS would over him a good faith discount on the liner and on the labor to replace the damaged partsMr*** was very angry with this and left the storeWe like all swimming pool companies have been over whelm with phone calls this season as the extreme winter weather has damaged over 4,above ground swimming pools in Onondaga and surrounding countiesWe do our best to return all phone calls, but sometime these things happen, at this time of the yearIn closing I feel that we did make a good will offer to help the home owner*** * *** President / Liverpool Pool and Spa Inc

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowwe were told by them that we had a default liner and that why the salt was getting behind the liner and rusting out the wall and the wall were putting holes in the linerWe never lost waterWe asked them when they were going to be able to get over to look at it because we didn't want the sun to damage the linerThey told us to fill it because the picture we took were goodEver time I've talk to them they keep telling me to give them more time and they never call to let me know anythingAll they keep telling me is they will get a hold of meThere working on itI just think they are playing games with me so I just forget about it and then they won't have to fix itRegards, *** ***

To Whom It Mat Concern [redacted] I would like to start with the pool that Mr. [redacted] purchase, is a very good pool and it is our best selling pool. Liverpool Pool and Spa Inc. does not force anyone into purchasing a certain pool, liner or Salt System, these are all items that the consumer decides on what to purchase. We first had contact with Mr. [redacted] on or about May 11 2015 stating that he sent in pictures showing three holes on the side of his pool. After reviewing the pictures it appeared that the liner had holes in it causing the salt water to leak through to the wall causing damage to the wall. We have no record of Mr. [redacted] calling about the leaks after the installation in 2012, and also 2013 or 2014 so this was not an installation issue. Mr. [redacted] stated that he did experience water loss last season and that he had someone that could patch the holes. If the pool liner did not have these leaks then the salt water would not have leak through to the wall, and the wall would not have any damage. This same wall damage can be done by chlorine in pool water when a liner has leaks. Swimming pool liners can get leaks at any time and it is up to the home owner to patch or repair these leaks. We then heard back from Mr. [redacted] a couple of days later after the person he hired to do the repair pull the liner back to place a patch on the back of the liner as well as the front. This is when the issue with the wall was found, we told Mr [redacted] we would see what if anything we could do for him. We also stated that we would send someone to look at the pool, but due to weather issue and the fact that we are over book with service from the extreme winter. We did not get there before Mr. [redacted] refilled his pool so that his family could enjoy the pool. The next and last conversation that took place with Mr. [redacted] was in our store to review the manufactures warranty coverage for the liner and the pool. The liner manufacture doesn't cover holes in the liner and the manufacturers warranty doesn't cover damage caused to the pool from the liner issues. We did tell Mr. [redacted] that the pool manufacturer will most likely help him with discounted pool parts even though the cause wasn't a manufacturer defect and that LPS would over him a good faith discount on the liner and on the labor to replace the damaged parts. Mr. [redacted] was very angry with this and left the store. We like all swimming pool companies have been over whelm with phone calls this season as the extreme winter weather has damaged over 4,000 above ground swimming pools in Onondaga and surrounding counties. We do our best to return all phone calls, but sometime these things happen, at this time of the year. In closing I feel that we did make a good will offer to help the home owner. Gary M [redacted] President / Liverpool Pool and Spa Inc.