[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.eUPS, Federal Express? My check will be sent this afternoon Thank you for your help in resolving this matter Regards, [redacted] ***
A credit was issued by Merlin to the distributor that the product was purchased from on 11-17- This credit was to cover costs of the replacement liner as well as addition compensation afforded by our Pool Concierge warranty program [redacted] should contact [redacted] to discuss credit amount
I received the replacement pool cover, minus the brass pop ups and springs My pool contractor, [redacted] ***, closed and covered the pool on Friday, October 31, We had a rain storm all weekend, from late Friday night to late Sunday afternoon On Monday, November 3, after returning home from shopping I looked out one of my windows overlooking the pool and noticed the new cover had shredded in the same fashion as the first one I called Merlin Industries around 3:and left a voice mail with [redacted] I then contacted [redacted] and spoke with ** I told him what had happened and that I had left a message with [redacted] to call me back [redacted] told me he would call [redacted] at Merlin and he would call me back on Tuesday the 4th Late Tuesday, I contacted [redacted] and spoke with [redacted] and gave her all the information She was very apologetic, but knew nothing of the new problem She was going to get in touch with **, who was out on the road and get back to me She explained that the owner of the company was not in the office this week and was away, returning next week I opened my email up this morning to find your email with regards to a new message from Merlin I never sent any photos to Merlin In the message the company states that I have "a window" that overlooks the pool area and the sun must reflect off the window onto the cover, thereby "melting it" My husband said [redacted] 's technician on Friday the 31st was wondering if this was the problem My husband dismissed his query My house overlooks a wide river We have three levels of windows across the this side of the house, the basement, first floor and second floor If the sun "melted" the first cover, it would have damaged all nine sections I believe there are two sections shredded with a third about to shred This cover lasted five plus years; it did not last through the sixth winter The replacement cover lasted all of hours of sunshine from Friday and Monday and disintegrated in one section I called [redacted] today after reading the message from the Merlin I told [redacted] that the message from Merlin sounded like the tech's thinking on Friday and that I don't have "one" window and the sun couldn't have shred the new cover If this was the case the first cover wouldn't have lasted as long as it did and all nine sections would have shredded on both covers [redacted] agreed I find it very strange that Merlin would respond to a closed Revdex.com complaint a day after I reported the condition of the second cover Also, Merlin stated that they would not "rescind the offer" Hardly, would the offer be rescinded when the replacement cover had already been manufactured and shipped [redacted] has been in business since They recommended Merlin's SmartMesh cover as the best pool cover I have attached the invoice from Merlin If I was getting a new cover, the springs should have been on the new cover My husband shouldn't have had to take the springs off the old cover in order to attach the new cover to the concrete deck My home phone is [redacted] should you need it I hope we can get this resolved once and for all
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 not making this its 7th pool season The attached email was received on 5-13-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 $ The pro-rated warranty cost provided as a courtesy is $ 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 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 to 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
[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] ***
Complaint: [redacted] I am rejecting this response because: I received your email of today, 11/17/ I didn't realize there was a response from Merlin with your email of 11/6/ [redacted] did not send photos of my pool cover I had emailed you a service order of May 16, 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 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/ [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/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] ***
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 damageNeither the consumer nor the pool contractor has record of notes that the cover should be replaced under warrantyIn 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 providedThe current retail cost of the pool cover is $The pro-rated replacement cost to the consumer is $This cost does not include shipping charges of $Upon receipt and clearance of a check for $we will produce and ship a replacement cover under warrantyPayment for the replacement cover offered under warranty should be sent to Merlin Industries, Inc- [redacted] - Hamilton, NJA copy of this correspondence should be included with payment
Claims that we are experiencing issues with our liners due to folds during storage are false Liners are custom made for each individual order as every pool is different in dimension and not stored or sent off a shelf.Regardless of the pool owners experience with maintaining a swimming pool, based on the pattern of the damage to the liner which is not consistent or all over and most of the damage located near the edge of the pools where chemicals are added, this typically indicates that the fading or discoloration of the liner is due to improper addition of chemicals or chemicals not designed for use with vinyl lined pools.Although we have determined that the damage to this liner is not covered under the terms of the warranty, we have made two offers under the terms of the warranty to resolve this situation One on June 26th via email and the one made through the Revdex.com complaint
Complaint: [redacted] I am rejecting this response because:Merlin Industries at no time offered to send a new liner as a courtesyThis liner started fading one month after it was installedAgain, I have had this pool for years and am well aware on how to maintain itUpon installation of this pool liner, I continued to follow those same procedures as I had the previous years and was trained to do so by [redacted] *** at the time of installation of said poolI also made a trip to the local [redacted] location to discuss this matter, only to be told by the salespeople there that they did have a problem with a run of their liners where they faded out and had creases due to being folded and in storage, but they were suppose to have gotten that issue taken care of.In addition, no one, not a single person reached out to me to offer anything after asking for the photosThe representative of Merlin Industries, Patrick H [redacted] did not return documented emails, nor did he return phone calls over a period of time concerning this matterAlso, Vice President Jim Z**l was contacted by phone by myself and the person who took the call said he was in to hold on and than came back on the phone saying MrZ [redacted] was busy and would have to call me backTo this day, as MrH [redacted] said would be the case, MrZ [redacted] has not returned my callI obviously received a faulty linerAfter documenting this problem and contacting [redacted] with concerns one month after liner was installed, I truly feel that it is an injustice that I should be obligated to pay and incur the costs a second time for the replacement liner and the re-installation and refill of my pool 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 After receipt of my check, how long do the manufacturing and shipping processes take? What manner is the safety cover sent, i.eUPS, Federal Express? My check will be sent this afternoon Thank you for your help in resolving this matter Regards, [redacted] ***
A credit was issued by Merlin to the distributor that the product was purchased from on 11-17- This credit was to cover costs of the replacement liner as well as addition compensation afforded by our Pool Concierge warranty program [redacted] should contact [redacted] to discuss credit amount
I received the replacement pool cover, minus the brass pop ups and springs My pool contractor, [redacted] ***, closed and covered the pool on Friday, October 31, We had a rain storm all weekend, from late Friday night to late Sunday afternoon On Monday, November 3, after returning home from shopping I looked out one of my windows overlooking the pool and noticed the new cover had shredded in the same fashion as the first one I called Merlin Industries around 3:and left a voice mail with [redacted] I then contacted [redacted] and spoke with ** I told him what had happened and that I had left a message with [redacted] to call me back [redacted] told me he would call [redacted] at Merlin and he would call me back on Tuesday the 4th Late Tuesday, I contacted [redacted] and spoke with [redacted] and gave her all the information She was very apologetic, but knew nothing of the new problem She was going to get in touch with **, who was out on the road and get back to me She explained that the owner of the company was not in the office this week and was away, returning next week I opened my email up this morning to find your email with regards to a new message from Merlin I never sent any photos to Merlin In the message the company states that I have "a window" that overlooks the pool area and the sun must reflect off the window onto the cover, thereby "melting it" My husband said [redacted] 's technician on Friday the 31st was wondering if this was the problem My husband dismissed his query My house overlooks a wide river We have three levels of windows across the this side of the house, the basement, first floor and second floor If the sun "melted" the first cover, it would have damaged all nine sections I believe there are two sections shredded with a third about to shred This cover lasted five plus years; it did not last through the sixth winter The replacement cover lasted all of hours of sunshine from Friday and Monday and disintegrated in one section I called [redacted] today after reading the message from the Merlin I told [redacted] that the message from Merlin sounded like the tech's thinking on Friday and that I don't have "one" window and the sun couldn't have shred the new cover If this was the case the first cover wouldn't have lasted as long as it did and all nine sections would have shredded on both covers [redacted] agreed I find it very strange that Merlin would respond to a closed Revdex.com complaint a day after I reported the condition of the second cover Also, Merlin stated that they would not "rescind the offer" Hardly, would the offer be rescinded when the replacement cover had already been manufactured and shipped [redacted] has been in business since They recommended Merlin's SmartMesh cover as the best pool cover I have attached the invoice from Merlin If I was getting a new cover, the springs should have been on the new cover My husband shouldn't have had to take the springs off the old cover in order to attach the new cover to the concrete deck My home phone is [redacted] should you need it I hope we can get this resolved once and for all
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 not making this its 7th pool season The attached email was received on 5-13-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 $ The pro-rated warranty cost provided as a courtesy is $ 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 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 to 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
[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] ***
Complaint: [redacted] I am rejecting this response because: I received your email of today, 11/17/ I didn't realize there was a response from Merlin with your email of 11/6/ [redacted] did not send photos of my pool cover I had emailed you a service order of May 16, 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 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/ [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/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] ***
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 damageNeither the consumer nor the pool contractor has record of notes that the cover should be replaced under warrantyIn 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 providedThe current retail cost of the pool cover is $The pro-rated replacement cost to the consumer is $This cost does not include shipping charges of $Upon receipt and clearance of a check for $we will produce and ship a replacement cover under warrantyPayment for the replacement cover offered under warranty should be sent to Merlin Industries, Inc- [redacted] - Hamilton, NJA copy of this correspondence should be included with payment
Claims that we are experiencing issues with our liners due to folds during storage are false Liners are custom made for each individual order as every pool is different in dimension and not stored or sent off a shelf.Regardless of the pool owners experience with maintaining a swimming pool, based on the pattern of the damage to the liner which is not consistent or all over and most of the damage located near the edge of the pools where chemicals are added, this typically indicates that the fading or discoloration of the liner is due to improper addition of chemicals or chemicals not designed for use with vinyl lined pools.Although we have determined that the damage to this liner is not covered under the terms of the warranty, we have made two offers under the terms of the warranty to resolve this situation One on June 26th via email and the one made through the Revdex.com complaint
Complaint: [redacted] I am rejecting this response because:Merlin Industries at no time offered to send a new liner as a courtesyThis liner started fading one month after it was installedAgain, I have had this pool for years and am well aware on how to maintain itUpon installation of this pool liner, I continued to follow those same procedures as I had the previous years and was trained to do so by [redacted] *** at the time of installation of said poolI also made a trip to the local [redacted] location to discuss this matter, only to be told by the salespeople there that they did have a problem with a run of their liners where they faded out and had creases due to being folded and in storage, but they were suppose to have gotten that issue taken care of.In addition, no one, not a single person reached out to me to offer anything after asking for the photosThe representative of Merlin Industries, Patrick H [redacted] did not return documented emails, nor did he return phone calls over a period of time concerning this matterAlso, Vice President Jim Z**l was contacted by phone by myself and the person who took the call said he was in to hold on and than came back on the phone saying MrZ [redacted] was busy and would have to call me backTo this day, as MrH [redacted] said would be the case, MrZ [redacted] has not returned my callI obviously received a faulty linerAfter documenting this problem and contacting [redacted] with concerns one month after liner was installed, I truly feel that it is an injustice that I should be obligated to pay and incur the costs a second time for the replacement liner and the re-installation and refill of my pool Regards, [redacted] ***