Penguin Pools Reviews (%countItem)
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Penguin Pools Rating
Address: W226N781 Eastmound Dr Ste D Suite D, Vernon, Wisconsin, United States, 53186-1755
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I will start by saying that I grew up with a pool and understand what it means to own and maintain a pool. We built a pool with Penguin in 2014 (completed in August so the pool is less than 4yrs old) and simply put there has not been a year where the pool did not leak, including the build year. Additionally, there has been the need for other non-routine maintenance each year, but the complaint is about a pool that won't stop leaking.
I had Penguin try and resolve the leaks initially, but eventually they referred me to another pool service company because they could not resolve their issue. So in order to keep the pool operational I continually need to refill the pool from my well. Each repair has only temporarily stopped the leaking and sure enough the pool is leaking again this year, right after opening. We have had to patch the liner in multiple spots including the lights, the stairs, the skimmer and the deep end wall. I also discovered last night that the shallow skimmer is cracked in multiple places. We have had other issues as well (pool cover, control panel, salt water chlorinator etc.), but nothing as fundamentally troubling as a pool leak. The pool is not very old and we have dealt with an extraordinary number of issues.
*** (the owner) is not responsive to service for his existing customers, usually it takes multiple calls and vmail before any response, and when you get a response there is never a commitment on when service will be done, just a vague "we got you on our list" and being told that builds for new customers takes priority to existing customers "minor" issue. I was told most recently that you only have a minor leak (is there such a thing as a minor leak?) and we are busy with a new build, what do you want me to do? Well ***, if you are a pool builder with integrity that stands by the quality of your work I would have hoped that you would take seriously the fact that the pool you built has continual issues. Maybe if you discover the root cause of this issue you will improve future builds? I shared with *** directly my disappointment and asked for help. He offered nothing other than to have me continue to wait at the back of the line and he would probably get to me next week sometime (again no specific commitment). I believe that the pool build was fundamentally flawed and and you are taking zero responsibility for it and making no effort to try to fix the issue.
There was water loss the 1st year and we paid to have a company out to resolve the issue, unfortunately we couldn’t diagnose the issue ourselves. I was unaware that there were multiple patches around the pool or a skimmer issue until 5/19/2018. To our knowledge there was no ongoing leak since 2014.
I had asked who the leak detection company was so that I could call to get some additional information about what they had done but was told he didn’t know. I still don’t know what the issues are for the skimmer or what they did.
I don’t know if the liner had issues in the seams or if fixes that other companies did resolved the leak issues at that time. Liners don’t have a warranty on holes based on use, acts of god, or improper chemical usage, so without having the information on what was done or discovered, there is little we can do to help with those issues.
Friday 8/5/16 we got a call that the auto cover wasn’t working. We ordered the part on Monday 8/8/16 and installed it on 8/9/2016. The CoverStar motor was out of warranty at that point, however, we didn’t charge for the motor or the labor to get the customer back up and running.
Customer informed me that he had a control panel issue but had a different company fix it. Not sure if they put it under warranty through the manufacturer or not; was not aware of this till 5/19/2018.
Customer informed me that their chlorinator wasn’t working properly and that they had a drip leak at the heater. I told customer that we would be out to look at it but are currently 3 weeks out on our schedule. Instead of having him wait, I told him we would fit it into the schedule prior to that but couldn’t give an exact day. Customer was never told of any new construction builds or that they take priority, with the weather this year we haven’t started a new pool build in over 3 weeks. The customer must have misunderstood something as we have different workers for service, maintenance & new construction; service schedule doesn’t have anything to do with new construction builds even if we were able to do them with the amount of rain we had.
The customer would like the issues resolved, however, I don’t know what they are or how many companies have done work on the pool. The customer has used us every year to open and close the pool, but never mentioned other companies have been out for 3rd party warranty issues, to put on liner patches, or fix skimmers. On 5/19/2018, when I talked to the customer he found someone to come and do the work that we were scheduled for so right now I don’t know the status of anything. He told me to not bother coming out, that he was writing a social media review and going to the Revdex.com before hanging up on me. As a company we don’t know what to think as he has paid for us to work on his pool each year but didn’t mention items there were happening with the pool or have us fix them.
Revdex.com:
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 below.
[To assist us in bringing this ***er to a close, we would like to know your view on the ***er.]
With regard to the continual leaking of the pool, currently at 1/4" every 24hrs. I have worked with other companies because you told me you could not fix it after multiple attempts and directed me to another company. I took this at your word, "You cannot find the leak and therefore cannot fix it.". Too date I have had only that other company work on the leaks. This year you told me you could not get out to my house to service the pool, because it wasn't a priority for you. Penguin also did not provide any date or time when they could service my pool. I said goodbye on our call after that and answered the call of another pool service company who was willing to talk to me about service. To be clear I have sought soluions with other companies at the direction of Penguin who has been unable, or unwilling, to resolve this issue. To date I have not heard back from Penguin regarding the ***er. I am sure that they are still too busy to get to there customers who's pool they built continues to leak.
Regards
I wish we would've know about these additional issues prior to the 5.19.2018. For years we didn't know you had any additional liner leaks, skimmer issues, etc; which don't have a direct correlation to each other. As stated, earlier on 5.16.2018 you emailed us thanking us for fitting you into our schedule, but then that changed the morning of 5.19.2018. I feel that if the patch on the skimmer, which we had no prior knowledge of & that you had another company do, had held; neither party wouldn't have needed to go through all of this.
We want you to have and enjoy your pool so I hope the company from 5.19.2018 can handle your current issue and get you back swimming again.
[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, and find that this resolution is satisfactory to me.
Regards