Merlin Industries, Inc.

Complaint: [redacted]
I am rejecting this response because:
I received your email of today, 11/17/14.  I didn't realize there was a response from Merlin with your email of 11/6/14.  [redacted] did not send photos of my pool cover.  I had emailed you a service order of May 16, 2014 from [redacted] stating "Will not sign another service contract until cover is replaced for 0".  If they had taken any photos, this situation would have been cleared up in August when I first notified Merlin of the problem.  Instead it dragged on after numerous phone calls until I made a complaint with the Revdex.com.  Also, the invoice I emailed to you clearly shows 16 springs and pop-ups were shipped.  It didn't show a credit for these items not being shipped. 
I contacted [redacted] about Merlin's response to the Revdex.com of 11/5/14.  [redacted] told me that they had informed Merlin about "the window" and that they had sent the photos to Merlin.  I replied to [redacted] that the photos weren't of my cover and "the window" didn't shred the cover.  Needless to say, I caught [redacted] in a few lies and it looks like Merlin & [redacted] are in cahoots with one another.  [redacted] vowed they would email me the photos.  It's 11/17/14 and I'm still waiting to see them.  Nothing further will be had from Merlin, but their email to you clearly is a lie.
Thank you,
[redacted]
Regards,
[redacted]

Upon review of the pictures submitted to us documenting the pool owners concern, it was found that the discoloration of the liner is due to something which occurred on site and is not a defect in material or workmanship.  Fading and or discoloration of a pool liner is specifically not covered...

under warranty as we the manufacturer have no control over what the pool liner is subjected to after installation and therefore cannot be held responsible for damage to the liner while not in our possession or control.  The pool owner was offered a new liner under the terms of the warranty regardless of the above facts as a courtesy.  In an additional effort to try to resolve this complaint, we will turn back the clock on the pro-rate time of the liner to three years resulting in the pro-rated cost of the replacement liner under warranty of $601.32 plus freight charges of $150.  The total for the liner only is $751.32.  Additional replacement charges such as water, chemicals and installation are not included and are the responsibility of the pool owner.  Upon receipt and clearance of check funds we will produce the replacement liner in 4 to 5 business days.  A copy of this correspondence should be included with payment for the replacement.

Complaint: [redacted]
I am rejecting this response because:  The original cover we had with the spa lasted over 15 years.  The two covers that we are discussing did not last for the warranty period.  Their claim that chemicals caused the damage is their way of avoiding their responsibility to honor their warranty.  All they and you have to do is look at the zipper...the zipper came apart both times and is causing the issues, not chemicals as they claim.They refused to honor their responsibility with ** [redacted].  The people at ** * stopped doing business with their supplier because of their irresponsible claim that chemicals did the damage.  The fact that they did not even send out a representative to look at the problem and said to ** * that it was my problem to send back the cover at my cost to them and then buy another one from them is to say the least a unacceptable.  They need to honor the warranty
Regards,
[redacted]

Upon receipt of Revdex.com complaint we reviewed our records in regards to the provided serial number.  The swimming pool liner was purchased in June of 2008 not 2010 making this its 7th pool season.  The attached email was received on 5-13-2015 providing the serial number but no attached...

picture of the damage as requested.  The damage to the liner is described in the complaint as a random hole.  Our warranty, also attached, provides warranty coverage for defects in material or workmanship on a pro-rated basis.  Although we have not been provided an image of the damage and we feel that the damage is most likely not due to a material or manufacturing defect as these tend to happen immediately upon filling the pool due to the amount of pressure that the pool water will apply to the liner.  In order to provide a resolution to this complaint, Merlin will offer a new liner under the terms of the warranty regardless of cause.  The current retail price of the liner is $2336.40.  The pro-rated warranty cost provided as a courtesy is $1401.84.  The warranty provides for discounted coverage of the liner cost only, installation and any other associated costs are the responsibility of the pool owner.  In order for Merlin to process an order for the courtesy replacement of the liner, pool owner should send a check in the above pro-rated amount (1401.84) along with a 20 mil pattern choice to Merlin Industries, Inc. - [redacted]  A copy of this correspondence should also be included.  Upon clearance of funds Merlin will manufacturer the replacement liner within 5 to 7 business days.  Due to the weight of the liner, it must be shipped via LTL carrier and cannot be sent [redacted] or [redacted] Merlin will include shipping to a business address which must me provided at time of order.

Attached are the photos sent to us by [redacted] Pools on 9-25-2014.  These photos clearly show that the material has been melted.  Under the terms of the warranty for the product, Merlin Industries, Inc. has no obligation to provide any remedy as the damage to the cover is not the result in a defect in materials or manufacturing.  Merlin Industries, Inc. did however, as a courtesy, provide a remedy under warranty to the consumer and once made aware of the actual cause of the damage(via photos emailed by [redacted] Pool on 9-25-2014), did respond to inform the consumer that a site condition would need to be rectified to avoid further damage to a replacement product.  This notification was made prior to the consumer accepting the offer of a pro-rated replacement cover under the terms of the warranty on 9-30-2014.The pro-rated cost of the item was conveyed to the consumer and that cost was the final cost on the invoice sent to the consumer.  New springs were not included in this cost.  If springs were shipped to the consumer, this was by mistake.  According to the invoice the line item states "credit for springs" not that springs were sent.  Based on over 25 years of manufacturing swimming pool safety covers, we are 100% sure that the damage to the consumer's product is due to a reflection of the sun off of something on the pool site, most likely a window.  Merlin Industries, Inc. nor [redacted] Pools have not been in "cahoots" to defraud the consumer, in fact all we have done is been straight forward as to what the issue is and attempt to resolve the issue amicably even though we are not at all at fault for the damage to the product.We are sorry if the consumer does not accept this as fact.  We do not feel we have any obligation past what we have already attempted to do for this customer.The consumer should contact [redacted] Pools if they would like to have the cover sent into our factory for repairs.  These repairs will be charged for at a time and materials rate.  Shipping charges will also apply.  Due to its age, the product can be brought back to like new condition and does not need to be replaced.As we stated back on 9-26-2014, the reflection issue on the pool site needs to be addressed.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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.   After receipt of my check, how long do the manufacturing and shipping processes take?  What manner is the safety cover sent, i.e. UPS, Federal Express?  My check will be sent this afternoon.  Thank you for your help in resolving this matter.  Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
We have been told that it is not groundwater behind the liner, as the pool sits on higher ground. Also, when we are continuously filling the pool with hose water after a new liner has been installed, one would come to the conclusion that there is a leak in the liner. We have had several pool companies come out and state that this is most likely the issue. However, we are open to whatever the issue may be. What is discouraging is that after speaking with Merlin Industries, they brushed off the complaint and told me it wasn't a leak. This is after spending over $4,000 in 2015 for new liner/labor.
You say that the installer will be out to the house at the end of the week, however, we told you we did not want to do business with them going forward, as they are unreliable and untrustworthy. I guess we will make an exception, if they actually do decide to show up. Otherwise I am calling a more reliable pool company.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

We have been in contact with the installer who has informed us that he will be back on site to look at the issue on Thursday 10-27-2016.  As the issue with water getting behind the liner only manifested itself when the pool water level was being lowered for the pool closing, it is our opinion...

that this issue is due to a high ground water presence and may not be related to the liner at all.  No evidence of a hole in the liner has been noted as of this date.

My Pool Company purchased a Merlin Liner and after installing there was an obvious defect, a seam about a foot was waving in the water! I purchased this liner in July 2016. I used the pool while Merlin has been stalling on making good on the warranty. It is now November and they still have not issued a refund for water, salt along with a credit for the liner and labor for my Pool Company. My Pool Guy is taking a total screwing. We have been dealing with: Cherie Renee

Review: We purchased a pool liner with a warranty, the pool liner has a random hole in it. We have had to drain the pool and it now has stagnant water, smelling up the neighborhood, creating a health hazard for mosquitos and a danger to the children having a pool with no water in it. This is a warranty issue I called the number [redacted] reported the issue and they gave me an e-mail to mail photos to in which I have done this. The company has not got back hole of me, and when I called they just brushed me off. I need this repaired or a new one in asap. The longer the hole sits as is the bigger it gets which is to the point where it is going to be non repairable.Desired Settlement: A new liner installed as soon as possible or the current one fixed which appears that it can not be repaired.

Business

Response:

Upon receipt of Revdex.com complaint we reviewed our records in regards to the provided serial number. The swimming pool liner was purchased in June of 2008 not 2010 making this its 7th pool season. The attached email was received on 5-13-2015 providing the serial number but no attached picture of the damage as requested. The damage to the liner is described in the complaint as a random hole. Our warranty, also attached, provides warranty coverage for defects in material or workmanship on a pro-rated basis. Although we have not been provided an image of the damage and we feel that the damage is most likely not due to a material or manufacturing defect as these tend to happen immediately upon filling the pool due to the amount of pressure that the pool water will apply to the liner. In order to provide a resolution to this complaint, Merlin will offer a new liner under the terms of the warranty regardless of cause. The current retail price of the liner is $2336.40. The pro-rated warranty cost provided as a courtesy is $1401.84. The warranty provides for discounted coverage of the liner cost only, installation and any other associated costs are the responsibility of the pool owner. In order for Merlin to process an order for the courtesy replacement of the liner, pool owner should send a check in the above pro-rated amount (1401.84) along with a 20 mil pattern choice to Merlin Industries, Inc. - [redacted] A copy of this correspondence should also be included. Upon clearance of funds Merlin will manufacturer the replacement liner within 5 to 7 business days. Due to the weight of the liner, it must be shipped via LTL carrier and cannot be sent [redacted] or [redacted] Merlin will include shipping to a business address which must me provided at time of order.

Review: Our pool cover was purchased from our pool contractor in 8/08. We have had a continuous pool contract to open & close since. During this past winter we noticed tearing/shredding of the cover. We notified our contractor. We notified him again in April. The pool was opened in May. I had the worker note on his work order we need to have cover replaced at no cost. No response to this day. On 8/3 I emailed Merlin. They responded I needed to give serial # of cover & send photos. I gave Merlin the serial # on 8/4. Three different people took cell phone photos, but were unable to download them to my computer. I notified Merlin of this on 8/21. No reply. I called on 9/11 and relayed all this to Customer Service. I called again on 9/11 and spoke with [redacted]. She said I needed to send photos or she couldn't help. I told her no where on the warranty does it state this, I wouldn't be wasting my time if the cover hadn't disintegrated and I could send her a copy of the contractor's work order stating the cover needed replacement. I called again on 9/15 ([redacted]) & 9/17 ([redacted] - left msg on machine). [redacted] said she was going to have a rep. get in touch with me & pool contractor. To date (9/18) I have been unable to talk to a Sales Mgr., nor the President, as my call would not be transferred beyond Customer Service.Desired Settlement: I need to have the cover replaced. I cannot use the old cover, as there are six areas of the cover, two of which are shredded. A third area, one can discern will shredd this winter. I am getting nothing but the run around with this company. It professes to it's superior product, but won't stand behind it. If I wanted to have a cover that lasts five seasons, I would have purchased a much less expensive one and known it would only last for that time. My patience is exhausted.Please help.THX

Business

Response:

According to consumer's pool contractor, the damage to the pool cover which the consumer calls "shredding" was thought to be burns in the cover material not any type of warrantable damage. Neither the consumer nor the pool contractor has record of notes that the cover should be replaced under warranty. In the interest of resolving the complaint we will offer a replacement cover directly to the consumer under the terms of the pro-rated warranty provide at time of purchase regardless of the information we have been provided. The current retail cost of the pool cover is $1195.20. The pro-rated replacement cost to the consumer is $609.97. This cost does not include shipping charges of $85. Upon receipt and clearance of a check for $690.97 we will produce and ship a replacement cover under warranty. Payment for the replacement cover offered under warranty should be sent to Merlin Industries, Inc. - [redacted] - Hamilton, NJ. A copy of this correspondence should be included with payment.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After receipt of my check, how long do the manufacturing and shipping processes take? What manner is the safety cover sent, i.e. UPS, Federal Express? My check will be sent this afternoon. Thank you for your help in resolving this matter. Regards, [redacted]

Consumer

Response:

I received the replacement pool cover, minus the brass pop ups and springs.

Review: We purchased a brand new Merlin Spa cover and it has deteriorated before our eyes with months of receiving it. The handles fell and the seams were splitting to the point where we had to put electric tape on it to keep it from falling apart (even though we treated it with kid gloves). It was sent back to be repaired a couple of months ago and it came back with the handles sewn back on but the tape stil holding it together! Now weeks later another handle fell off.

We paid over $1,500 for the cover and we've given them a chance to correct the issue. All we want is our money back so we can purchase a cover that works. We purchased through [redacted] but the product is backed by Merlin so we have to make Merlin reimburse them for us to get our money back.

I am going to file an Attorney General Complaint if this isn't resolved because it has gone on for months.

Please just give me my money back.Desired Settlement: Full refund.

Business

Response:

The spa cover in question was purchased from us by [redacted] in October of 2013. In September of 2014 we were notified of an issue pertaining to the handle of the spa cover. The cover was sent back to us for repair in January of 2015 and was repaired at no charge and returned. Regardless, Merlin Industries, Inc. will refund the cost of what our customer, [redacted], paid to us for the cover in question. This refund will be issued to [redacted]. The final refund provided to the complainant must be determined between [redacted] and the complainant.

Review: The teeth on the zipper of my 1yr old spa cover have popped out in a few spots. This has resulted in the zipper not staying shut. I called the store,where purchased, [redacted] they requested photos be sent to Merlin. I did this on July 31,2013. Then Merlin requested someone from [redacted] come to the house to inspect the cover as they thought it was chemical damage based on a email they sent me on Aug. 2nd. This was also done in August. The next request was for the skin of the cover to be sent back to Merlin for them to inspect. This was done and no further word was heard until this pas week when Rnady from [redacted] called and said Merlin offered to make a new cover for $300 as they said the zipper was damaged by chemicals.

I have requested to see where it satates that the spa cover can not be exposed to the standard spa chemicals of bromine (which [redacted] sells to e ) or hlorine another standard for spas. Also, a independent chemist report stating that it was chemicals that caused the zipper teeth to fall out.Desired Settlement: I desire that Merlin give me a new spa skin cover for my hot tub.

Business

Response:

we have looked at this spa cover and through our inspection process had come to the conclusion that the issues described in the complaint were not warrantee issues. however, we have decided to offer the customer a replacement skin at a significantly reduced price of $90.

thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I just went to your website and read Merlin's response, At no time did they make an offer to replace this skin for the spa cover for $90. They made an offer to me through [redacted] ([redacted]) to replace the skin for the cover for $300. If they will replace the skin for the cover for $90.00 I will accept. Please have them put that in writing via email and I will respond back accepting with my credit card number for payment.

Thank you very much

Business

Response:

As stated in our last response, we will remake the spa cover skin in question for $90. This amount does not include shipping charges of $15. This item can be picked up at our [redacted] facility to avoid shipping charges. We can proceed with this order by first receiving a check in the correct amount or by receipt of the attached credit card authorization form which can be mailed to our NJ address.

Thank You.