Loop-Loc Ltd.

Pool cover won't be years-old until Nov Pool cover was only used seasons from Nov - Mid MaySun barely shines on pool because it's surrounded by 40-foot tall treesMaterials and fasteners on cover are in great shape and have very little sign of affect from the sun or weatherOnly stitching needs repairing in a few small areasLoop-Loc is not honoring the warranty because it refuses to repair the shoddy stitch-workCompany takes advantage of customers by telling them cover is ruined by the sun and it can only be replacedThe replacement cost in my situation is I only paid for it newI never recieved a warranty card that said prorated warranty and the brochure states the cover is backed by year warranty as if it would be remedied if materials or workmanship failedCompany doesn't repair as it should.We are in receipt of [redacted] follow up regarding his Loop-Loc Cover The cover was purchased in which means it was on his pool for: 2006, 2007, 2008, 2009, 2010, 2011, 2012, & which is seasons The cover will in fact be Full years old in November, however it was used for seasons before we were contacted and the cover was sent in for inspection The cover did encounter pre-mature U.Vdeteriorated thread which is covered under the year pro-rated warranty that was supplied with his cover, even with the tree's that provide shade in [redacted] backyard We are fully honoring our pro-rated warranty and we have never since offered anything other than a pro-rated warranty The warranty card is supplied with each and every order that leaves the building and in fact the cover cannot ship until the pro-rated warranty card is printed and put in with the cover All of our literature has always stated that the warranty is a pro-rated warranty since the inception of this company, we do not take advantage, play games, or lie to our customers If it is a pro-rated warranty problem we own the issue and give pro-rated pricing to the dealer that the consumer purchased from or is working withWe cannot repair a cover that has U.Vdeteriorated thread, as it will only be a matter of days or weeks before this issue shows up in the other parts of the cover We do not repair covers that we know are completely non-safe due to this issue We are sorry that [redacted] cover has encountered this issue, but it has, and we are honoring this damage In the interest of customer relations we have contacted [redacted] and asked them to please pass along a customer relations only discount of $on a new replacement cover to [redacted] for the trouble and issue that this has created for him If he chooses not to go with a replacement cover and would like the cover returned to him with no work done he can contact [redacted] and we will waive the return fee and shipping costs to send the cover back Thank you for your time, and if not attached the first time, we are attaching the year pro-rated warranty information and Pre-Mature U.Vdeterioration information sheet ?

We are in receipt of [redacted] complaint regarding his Loop-Loc Safety Cover We apologize that he is having an issue, but unfortunately the damage to his cover is U.Vdeterioration which cannot be repaired U.Vdeterioration however is covered under the year pro-rated warranty that was supplied with the cover back in See attached It was not, as stated, supplied with a yr pro-rated warranty At this point the [redacted] cover is years old so the pro-rate available is for the remaining years The pricing given is based on a pro-rated price, as this cover new in would cost over $ The pro-rated price is based on what it cost us today to manufacture a new cover, it is not based on the price of the cover back in This cover was used successfully for the past years and has serviced the swimming pool for that length of time, so we are pro-rating the cost on the life expectancy of years Again, we are sorry that [redacted] has experienced this issue, and we will be able to manufacture a new replacement cover to match his existing anchor locations once he gives approval to the dealer he is working with We hope this has answered [redacted] 's questions and concerns

We are in receipt of the complaint filed by * *** of ***
*** ** in regards to issues with their liner. The first liner that Loop Loc manufacturedfor this consumer was manufactured wrong due to conflicting step informationthat was given to us. Loop-Loc felt thatwe should have
possibly questioned the dealer on the measurements in moredetail, and since we did not, we manufactured for customer relations, thesecond liner at no additional cost to the dealer or to the consumer. We were then advised by the dealer “Pool Doctor” that thesecond liner was floating. There is alwaysa slight chance that there is some type of pin hole or seam separation in thesecond liner, and due to this we advised the dealer that he could dive into thepool, which is a common practice, to see if he can find a hole or separation inthe liner. Also, he was given the choiceto have us re-make the liner a 3rd time, and once the “floating”liner was removed we would inspect it back at our facility to make adetermination, and see if there is a hole or separation. Unfortunately there is also the possibility that the poolarea has a “groundwater” issue or a problem at the pool site, which caused theliner to float Groundwater issues arethe major cause for a liner to float. This has nothing to do with how the liner was manufactured or installed.If this is the case, and there is not a hole in the current liner, then makinga 3rd liner would result in the same “floating” if the issue at thepool site is not addressed. The Pool Doctor advised us that he has been in constantcontact with the consumer and that he advised them that he was going to do thedive today, Thursday April ***. Once this has taken place, they will be able to determine if there is aliner issue, or if there is a site issue. We have told the Pool Doctor that once this is figured out,if a new liner does need to be ordered we will assist them and rush the orderinto production. We ship linersgenerally in business days, but again we would be able to manufacture withindays to assist the dealer and the consumer. Shipping to New Jersey is a one day shipping point. We are sure that once the Pool Doctor getsback to Loop-Loc with their findings we will have a better understanding ofwhat needs to take place

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
loop lock is not being honest here.I gave them a diver report detailing the leak is not from any input or output from the pool and the only cause is a defective linerthey have not notified the installer as far as I knowI have a complaint filed with consumer affairs.I was told by consumer affairs that this installer has quite a record with them.I sent loop lock a certified letter with details and never contacted me I called them and they told me it was my problem not theirsthank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are in receipt of *** *** complaint regarding her pool being green upon opening. We also spoke with *** *** regarding this issue the other day. The pool cover does not does not create algae growth making the pool water green. Pool water turns green when proper winter and
springtime chemical programs are not followed. It is recommended that they also get their pool water tested to make sure there is no issues with the water. We spoke with *** *** regarding this, but we will attach the care & maintenance instructions for review. In regards to water evaporation, it is important to maintain water levels throughout the time the cover is on the pool. This sometimes means that water will have to be added to the pool and a hose can be put under the cover. Since this is a solid cover, unlike a mesh cover, water does not drain into the pool when it rains, so water does evaporate over time and water will need to be added on occasion. If they have a pool with a vinyl liner and feel that the water they are losing is excessive, they may want to make sure they do not have a slow leak or tear in their liner. We would be happy to inspect the cover at our facility and they can make arrangements to send the cover back through their swimming pool professional. However, we do feel that if proper chemical treatment is followed, the pool will not be green upon opening. Thank you

Good Afternoon, we are in receipt of the complaint from *** *** *** in regards to her Mesh Safety Swimming Pool cover order # ***. Please note that the original order that was sent to *** *** was for a mesh cover, as the form she filled out states that she has a solid
cover. The order number we have on file is # *** originally purchased from *** *** in *** ***. We just want to verify that this is the correct cover as *** *** states two different order numbers and states that the cover is an Ultra Loc Solid Cover. In regards to the Order # *** for a Mesh Safety Cover purchased in March 2010, after reviewing the photo's that were sent to Loop-Loc it was determined that her cover suffered pre-mature U.Vdeterioration and as such falls into the guidelines for the year pro-rated warranty that was supplied with her cover. We immediately informed *** *** that we were honoring her warranty. We are attaching an explanation which further explains U.Vdeterioration for your review. All safety covers in general are used during the winter months or at times when you require an added level of protection in the swimming pool area(vacations, long weekends, parties, etc.). In almost all cases safety covers are not used days out of the year and if this was the intent of this particular cover, we recommend that *** *** request a solid black mesh cover with all black thread which will stand up to U.Vdeterioration much longer if it is going to be on the pool every day of the year as she stated in her complaint. Unfortunately the only other options if this pool is never going to be opened is to have a hard top safety enclosure or have the pool filled in, any fabric type cover that is on a pool all year long will encounter pre-mature U.Vdeterioration at a faster rate. We will add another estimate under "*** ***" for an all black mesh cover with black thread, and then *** *** can decide if she wants to go with the green cover as had or the all black mesh cover. We have honored our pro-rated warranty and have just applied an additional customer relations discount and free shipping back. The new quote is being sent to *** *** who *** *** contacted. We are not sure of the other vendors she is speaking of as we only have one estimate in house through *** *** for this pro-rated replacement cover. We hope that this has answered all of your questions, but if you are in need of additional information please feel free to contact us again. Thank you ?

We are in receipt of the complaint from *** *** in regards to his Loop-Loc liner purchased from *** in 2012. Since the liner was purchased from *** and *** *** gave *** his money for the liner and the install then it was recommended that he contact them in regards to
the issue that he is having. As this seems to be an issue and *** *** cannot get in touch with his original dealer, then we can try to make a determination if his problem is a pro-rated warranty issue. Carrie our customer service manager is not defiant about saying that this problem is a warranty issue, as we have no idea if it is a pro-rated warranty issue or not since we have not seen the liner or pictures of the problem. Since we cannot get a hold of *** Pools either, as we tried calling twice to tell them about the issue *** ***, we can send our field measure team over to take photo's of the problem. They would not have the expertise to make a determination on site, but they can take photo's and bring them back to our facility for review. We cannot assign another distributor to view the matter and replace the liner since it would be up to *** *** to find a swimming pool professional that he wants to work with. All of the swimming pool dealers we work with do business independently and do not "work" for Loop-Loc, they buy from Loop-Loc, so we cannot order or assign a different dealer to handle this. Please have *** *** contact Bill H*** our AsstSales Manager who can make arrangements for our staff to go to his home and take photo's. Bill can be contacted at ###-###-#### or ***. If it is found to be a pro-rated warranty problem then we will honor the pro-rated price, however please know that Loop-Loc does not have installers on staff and he will have to find a swimming pool professional of his choice to work with. Thank you

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 and the matter has been resolved
Sincerely,
*** ***

Good Afternoon, Loop-Loc covers from - present are supplied with a year pro-rated warranty for defects in materials and workmanship only. Please see the pro-rated warranty attached. We have searched through our files and do not see at this point that photos of the damage
were sent in or if the cover was sent into our facility to perform a complete inspection. In order to determine if the damage to the cover is a pro-rated warranty issue we would need the cover returned to our facility. A hole in the cover caused by a snag, tree, animal, or outside source would not constitute a pro-rated warranty claimPlease refer to the attached document. We recommend that they contact the swimming pool professional that sold them the cover and installed the cover so that the dealer can assist them with returning for inspection. If they would like to send photo's first so we can try and make a determination, please send to *** with your complete name, address, order number and the dealer that installed the coverThank you, Loop-Loc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I did exactly what Loop Loc told me to doI called Loop Loc to ask what to do and was told by them that I should contact *** to send it backThey did not at that time tell me to contact a dealerWhen they received my cover they called to tell me that it was not repairable and at that time said I would have to go through a dealer with the code that they emailed to me to get a price for replacing the cover at a pro rated priceI took the code to a dealer, Shirley's Pool in Winchester Va on 8/*/and was with them when they made the call to Loop Loc. The $plus price was given to me by Shirley's Pool in Winchester VAI was a seamstress for 30+ years and I know that locking chain stitching will unravel at any point if one stitch is brokenIt might be tacked on both end but that is just not good enough. We take the cover off in May and put it back on last of OctoberIt is hard to believe that UV rays would destroy it so quicklyI know that it can be re stitchedI have read the other complaints about the stitching and was repaired by Loop LocI did take a picture
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# 10770939, and have determined that my complaint it's only been seasons.Stitching is bad workman ship..sun doesn't shine where stitching is bad
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are in receipt of [redacted] complaint in regards to her cover and the U.V. damage that it has experienced.  The issue with the cover is not that the stitching is "loose" it has experience pre-mature U.V. deterioration.  Pre-mature U.V. deterioration in thread is not repairable and the...

cover is deemed to be non-safe and can no longer be used on a swimming pool.  All stitching on a Loop-Loc cover is set and firmly "X" tacked on each end to ensure that stitches do not unravel.  We are attaching an explanation on U.V. deterioration along with a copy of the 12 year pro-rated warranty that was supplied with the cover.  [redacted]'s cover was purchased in 2007 and as such she has 4 years left of the pro-rated warranty that was supplied with cover, which covers "defects of materials".  Pre-mature U.V. deterioration is considered a defect in the material and as such we are honoring what is left of the warranty.  We are sorry that [redacted] spent $350 to return the cover to Loop-Loc's facility, but we always recommend that the consumer bring the cover back to the Swimming Pool Professional where they made their original purchase, or if that is not an option, another swimming pool dealer in their area.  These companies generally get better shipping rates and/or can find other more affordable options to send the cover back to our facility for inspection.  [redacted] chose to return the cover to our facility on her own without contacting a swimming pool dealer and we had no idea that she paid $350 to return this cover.As the manufacturer Loop-Loc works with swimming pool professionals to sell, install, and handle any issues that may arise- the same as when she made her original purchase.  Loop-Loc did not give [redacted] any pricing, not even the $3600 she is speaking of.  Once it was determined that the cover needed to be replaced we advised [redacted] to contact a swimming pool professional to complete the replacement cover transaction.  New covers must be re-installed properly from putting on the springs, to making sure the cover is tensioned properly on the pool, to maintain the safety features of the cover. Again we cannot speak about the pricing she is talking about as we did not give any pricing.  If [redacted] feels that she is in need of additional swimming pool professionals in her area to work with, we will be happy to supply her with other dealers, or she can visit our dealer locator center on our website at [redacted]We are sorry that she has experienced this issue and we will work with the swimming pool professional of her choosing in regards to her replacement cover.  Unfortunately however as stated above this original cover cannot be repaired and must be replace.  Thank you?

1. Pool cover won't be 9 years-old until Nov 20152. Pool cover was only used 8 seasons from Nov - Mid May3. Sun barely shines on pool because it's surrounded by 40-foot tall trees. 4. Materials and fasteners on cover are in great shape and have very little sign of affect from the sun or weather. 5. Only stitching needs repairing in a few small areas6. Loop-Loc is not honoring the warranty because it refuses to repair the shoddy stitch-work.7. Company takes advantage of customers by telling them cover is ruined by the sun and it can only be replaced. The replacement cost in my situation is 1600.00. I only paid 1800 for it new.8. I never recieved a warranty card that said prorated warranty and the brochure states the cover is backed by 12 year warranty as if it would be remedied if materials or workmanship failed. Company doesn't repair as it should.We are in receipt of [redacted] follow up regarding his Loop-Loc Cover.  The cover was purchased in 2006 which means it was on his pool for: 2006, 2007, 2008, 2009, 2010, 2011, 2012, 2013 & 2014 which is 9 seasons.  The cover will in fact be 9 Full years old in November, however it was used for 9 seasons before we were contacted and the cover was sent in for inspection.  The cover did encounter pre-mature U.V. deteriorated thread which is covered under the 12 year  pro-rated warranty that was supplied with his cover, even with the tree's that provide shade in [redacted] backyard.  We are fully honoring our pro-rated warranty and we have never since 1978 offered anything other than a pro-rated warranty.  The warranty card is supplied with each and every order that leaves the building and in fact the cover cannot ship until the pro-rated warranty card is printed and put in with the cover.  All of our literature has always stated that the warranty is a pro-rated warranty since the inception of this company, we do not take advantage, play games, or lie to our customers.  If it is a pro-rated warranty problem we own the issue and give pro-rated pricing to the dealer that the consumer purchased from or is working with. We cannot repair a cover that has U.V. deteriorated thread, as it will only be a matter of days or weeks before this issue shows up in the other parts of the cover.  We do not repair covers that we know are completely non-safe due to this issue.  We are sorry that [redacted] cover has encountered this issue, but it has, and we are honoring this damage.  In the interest of customer relations we have contacted [redacted] and asked them to please pass along a customer relations only discount of $200 on a new replacement cover to [redacted] for the trouble and issue that this has created for him.  If he chooses not to go with a replacement cover and would like the cover returned to him with no work done he can contact [redacted] and we will waive the return fee and shipping costs to send the cover back.  Thank you for your time, and if not attached the first time, we are attaching the 12 year pro-rated warranty information and Pre-Mature U.V. deterioration information sheet.  ?

We are in receipt of [redacted] complaint regarding his Loop-Loc cover purchased in 2006.  Loop-Loc always recommends that a consumer contact the dealer they purchased the cover from when it comes to repairs or replacement covers.  If the homeowner chooses to send the cover in for...

repair without getting the dealer involved, we do accept that, but we cannot determine if a cover can be repaired from a phone conversation and we need to inspect the cover at our facility.  Once inspected it was found that [redacted] 9 year old cover had encountered pre-mature U.V. deterioration which is covered under the 12 year pro-rated warranty supplied with the cover (there is 3 years left on this pro-rated warranty).  Please see attached pro-rated warranty, we have always since the inception of Loop-Loc in 1978 supplied the covers with a pro-rated warranty, this is not hidden and is clearly printed on all paperwork and he was supplied with a pro-rated warranty card in his homeowner package.  Once a cover has U.V. deterioration in a few areas, it is just a matter of time (weeks, or a few months) that the damage will show in other areas of the cover.  This is the reason we cannot repair the damaged areas because we know that the other areas will experience the same problem.  This issue deems the cover to be non-safe and should not be used on a swimming pool.  Loop-Loc covers not only meet the ASTM standards for Safety Covers but are also U.L. certified for safety covers. We do not manufacture pool covers, we manufacture safety pool covers.  We are not sure how this cover is not exposed to sun damage, unless it is located indoors and is an indoor swimming pool.  If it is not located indoors, then it will experience U.V. deterioration.  The problem here is that it prematurely experienced this, as we had expected the cover to last 12 years, this is why we cover it under the pro-rate of which there is 3 years left.  [redacted] stated that he saw damage years ago, but we were not made aware of a problem, nor did he send the cover in years ago to address this issue, so we can only go on this year when the cover was returned.  The $96 dollar return cover no work fee is clearly stated on the forms that [redacted] filled out and signed.  When a cover is returned for possible repair, the cover needs to be checked in, put into our system, fully inspected top to bottom, information is then transferred into our systems.  This takes a lot of time and labor, so if we are then told to just return the cover and not do anything this fee is charged for the work we put into it.  We did offer for customer relations to send the cover back and not charge this fee.  Please note however, if this cover in this condition is used on a swimming pool, it is non-safe and we strongly recommend that it not be used for this purpose ever again.  We are sorry but we will not repair this cover and a replacement pro-rated warranty must be done through a swimming pool professional.  Please let us know how [redacted] wishes to proceed and if he would like us to return the cover to him.  If returned no work done we will sew non-safe labels on to the cover before it goes back.

We are in receipt of [redacted] complaint regarding his Loop-Loc Safety Cover.  We apologize that he is having an issue, but unfortunately the damage to his cover is U.V. deterioration which cannot be repaired.  U.V. deterioration however is covered under the 12 year pro-rated warranty...

that was supplied with the cover back in 2006. See attached.  It was not, as stated, supplied with a 15 yr pro-rated warranty.  At this point the [redacted] cover is 9 years old so the pro-rate available is for the remaining 3 years.  The pricing given is based on a pro-rated price, as this cover new in 2015 would cost over $4200.  The pro-rated price is based on what it cost us today to manufacture a new cover, it is not based on the price of the cover back in 2006. This cover was used successfully for the past 9 years and has serviced the swimming pool for that length of time, so we are pro-rating the cost on the life expectancy of 12 years.  Again, we are sorry that [redacted] has experienced this issue, and we will be able to manufacture a new replacement cover to match his existing anchor locations once he gives approval to the dealer he is working with.  We hope this has answered [redacted]'s questions and concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  The company answered with the prorated warranty that was left on my pool cover and made an offer pursuant to the 36 months left on the warranty. I have purchased a replacement from them using the warranty as it should have been offered in the beginning. I have am satisfied with the outcome thank you for your help.
Sincerely,
[redacted]

Good Afternoon,  we are in receipt of the complaint regarding damage to [redacted] cover.  Unfortunately the damage to the cover appears to be small snag/ drag holes which is not covered under the 15 year pro-rated warranty supplied (see attached).  The pro-rated warranty covers...

defects in material, pre-mature U.V. deterioration and defects in workmanship.  Snag and drag holes are not covered.  For customer relations this one time Loop-Loc will make the necessary repairs at no charge to [redacted] and will ship the cover back at no cost.  Please be advised however that in the future this type of damage is not a warranty issue and if for some reason this type of damage did occur again there would be a cost for the repair.  We hope this has answered your questions and concerns.  Sincerely,  Loop-Loc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. Pool cover won't be 9 years-old until Nov 20152. Pool cover was only used 8 seasons from Nov - Mid May3. Sun barely shines on pool because it's surrounded by 40-foot tall trees. 4. Materials and fasteners on cover are in great shape and have very little sign of affect from the sun or weather. 5. Only stitching needs repairing in a few small areas6. Loop-Loc is not honoring the warranty because it refuses to repair the shoddy stitch-work.7. Company takes advantage of customers by telling them cover is ruined by the sun and it can only be replaced. The replacement cost in my situation is 1600.00. I only paid 1800 for it new.8. I never recieved a warranty card that said prorated warranty and the brochure states the cover is backed by 12 year warranty as if it would be remedied if materials or workmanship failed. Company doesn't repair as it should.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We are in receipt of [redacted] complaint in regards to her cover purchased in 2009.  Loop-Loc's pro-rated warranty covers defects in material and workmanship, and unfortunately it was found that this cover had pre-mature U.V. deteriorated thread.  This is covered under the 12 year...

pro-rated warranty that was supplied with the cover.  We apologize for the inconvenience that this has caused but we cannot repair a cover that has Pre-mature U.V. deterioration.  Please note that the pro-rated price is based on today's pricing of the cover, not what it cost back in 2009.  The pricing that we gave their dealer was $900 for the pro-rated replacement.  We are not sure if their dealer misunderstood the paperwork that was sent out, or if it was confused with possibly another customer, but the pricing that [redacted] has in her email of $900 is the correct pro-rated replacement cost.  The statement that Pool Cover Corp will furnish - an not -cost- a replacement cover, or at our option, repair any part or parts which to our satisfaction prove thus defective within 25 months of the factory shipping date.  We believe [redacted] did not see the rest of this sentence, which is for the first 25 months.  Our fabric was changed in 2012 to be a denser weave to block out more sunlight, not because there was anything wrong with the original fabric used, this was only done to reduce sunlight exposure from getting in the pool.  Loop-Loc has thousands of covers that are in the marketplace for 10, 15, 20, and 25 years.  We have always used the highest concentrates of U.V. inhibitors in our fabric and webbing, but unfortunately in certain cases pre-mature u.v.deterioration occurs and that is why we include this in our pro-rated warranty as a defect in the materials.  We hope we have answered all of [redacted] questions and we are attaching our pro-rated warranty along with an explanation about pre-mature U.V. deterioration.

We are in receipt of [redacted] complaint and the registered letter he sent to Loop-Loc regarding a leak in his pool.  Loop-Loc has reached out to his pool dealer Poolfection who explained to us that he had a diver check the liner for leaks and that the liner has no holes or tears and that the...

leak is not from the liner. We also received a copy of the divers report from [redacted] that states that the diver found no holes or leaks in the liner.  We tried calling [redacted], but there is no answering machine and no one answers the phone.  It is possible that the leak issue is coming from the swimming pool and has nothing to do with the liner since two divers have found no issue with the liner.  At this point we can only recommend that a swimming pool professional find out where the leak is coming from.  If needed Loop-Loc will work with Poolfection or the dealer of [redacted] choice if the liner does in fact need to be replaced.  If [redacted] would like to call here and speak with our customer support manager Carrie, our phone number is ###-###-####.  Thank you