Pool Care Products

OK, I agree, the liner is not installed correctlySome facts, she prevented it from being done correctlyShe refused to let the installation crew get into the pool to move the liner to where we needed it to be She apparently has an irrational fear of foot prints She went out and bought 2xStyrofoam blocks , for the crew, to wear on their feet to walk down the slope of the pool during the installation main drainsShe then absolutely refused to let the crew adjust the liner in the sallow end of the pool It does not fit correctly because she interfered with the job! My installer met with her on a Friday after the install, they agreed to drain the pool down to adjust the linerHe hooked up a subsumable pump, garden hose and extension cord with instructions to plug it in on Sunday and he would fix it Monday morningHe showed up Monday morning and she did not plug the pump inWhen asked why not, she said, “we miss communicated” Really! I’m not going to spend any more time with thisShe can pay her bill or let us fix itI don’t care If the bill is not paid, I’ll lawyer up!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved] BBB, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My initial statement was correct. The installer asked me to drain the pool completely and not partially (the shallow end only) as suggested by Pool Care Products. Only the deep part of the pool was filled, as the steps were not cut. Unlike suggested by Pool Care Products, it would not be possible to move the liner with over 10,000-12,000 Gallon of water. The installer plugged the pump on Friday (June 12) and wanted to empty the pool overnight. He would come sometime on Monday to “kick” the liner. He told me not to worry about the pump burning when the pool is completely drained, as it would shut off automatically (probably, late on Friday night). I asked to turn the pump off, realizing the sand bottom would collapse without any water present in the pool. I said that I would seek a second opinion from a professional, which I did. My worries were confirmed that is it not possible to drain the pool and readjust the liner without removing it completely following by troweling to avoid the floor collapse. This is not possible as the liner has been cut and attached to the walls. Normal 0 false false false EN-US X-NONE X-NONE / [redacted] Style Definitions */ Regards, [redacted]

OK,
I agree, the liner is not installed
correctly. Some facts, she prevented it from being done correctly. She refused
to  let the installation crew get into
the pool  to move the liner to where we needed
 it to be.  She apparently has an irrational fear of foot
prints....

She went out and bought  2x2 Styrofoam
blocks  , for the crew, to wear  on their 
feet  to  walk down 
the slope of the pool  during the installation  main drains. She then absolutely refused  to let the crew  adjust 
the liner  in the  sallow end 
of the pool.  It does not fit correctly
because she interfered with the job!
My installer met with her on a Friday
after the install, they agreed to drain the pool down to adjust the liner. He hooked
up a subsumable pump, garden hose and extension cord with instructions to plug
it in on Sunday and he would fix it Monday morning. He showed up Monday morning
and she did not plug the pump in. When asked why not, she said, “we miss communicated”.  Really!
I’m not going to spend any more
time with this. She can pay her bill or let us fix it. I don’t care.
If the bill is not paid, I’ll lawyer
up!

My response,
 
“Pool
Care Products  admitted
– for the first time - the incorrect installation of the vinyl
liner in our in-ground pool.”
 
Ya,
wright. Then why did we drop a pump in you pool on a Friday and ask
you to plug it in Sunday,so we could fix the problem on
Monday????????
 
Really?
So, you're going to to try to make it sound like we are trying to
hide from some thing?
 
I
have a question for you, why didn't you plug the pump in?
 
Oh,
I see.
 
Your
a liner expert.
 
“Pool
Care Products stated that I refused the “fixing”. There is no
fixing to the permanently attached liner inside the in-ground pool
with the sand bottom.  The installer wanted to completely
drain the water from the pool on Friday, then to come three days
later on Monday and “adjust” that wall. Yet, it is well known to
all, including the installer, that the water must never be completely
drained from the pool with the sand bottom. The dry sand will
not stay in place and will collapse. If the water is drained and the
liner is completely removed from the pool, the sand must be
immediately doused with the garden hose and troweled to avoid the
floor collapse. This is not possible when the liner is
permanently attached to the walls and to the floor.”
 
No,
he wanted to drain the water from the shallow end of the pool and
shift the liner for a proper fit. Did you let him try and make it
right?. NO.
 
 “If
the water is drained and the liner is completely removed from the
pool, the sand must be immediately doused with the garden hose and
troweled to avoid the floor collapse.This is not possible when the
liner is permanently attached to the walls and to the floor.”
 
Ah,
OK. We don't need to take the liner out of the pool! We just needed
to move some material around. Dousing with water, collapsing sand,
not in the equation. The “ Also, there is no any extra fold on the
bottom to stretch it out and reach the wall. “ Sorry, 'No any extra
to start with.”
 
 “It
alleges that the installers were not allowed to jump into the
pool.  At least two out of four installers were inside the
pool during the installation. We had the guests in the house. We all
saw the installers inside the pool. The main drain is at the deepest
end of the pool, at 10 ft, and could not be installed without someone
being inside the pool. [redacted], with Pool Care Products, told me over
the phone that he would ask the installers to walk on the carton to
avoid the footprints.
 
So
if I ([redacted]) told you they would walk on the carton, why did you go
out and and buy “12 x2 inches, of styrofoam “?
 
Your
pool could be up and running now, but you are a control freak and a
worry wort. Let people do the job you hire them for and but the hell
out! (my opinion, of course.)
 
Have
a nice day.
 
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
My initial statement was correctThe installer
asked me to drain the pool completely and not partially (the shallow end only)
as suggested by Pool Care ProductsOnly the deep part of the pool was filled,
as the steps were not cutUnlike suggested by Pool Care Products, it would not
be possible to move the liner with over 10,000-12,Gallon of waterThe
installer plugged the pump on Friday (June 12) and wanted to empty the pool
overnightHe would come sometime on Monday to "kick" the linerHe told me not
to worry about the pump burning when the pool is completely drained, as it would
shut off automatically (probably, late on Friday night)I asked to turn the
pump off, realizing the sand bottom would collapse without any water present in
the poolI said that I would seek a second opinion from a professional, which
I didMy worries were confirmed that is it not possible to drain the pool and readjust
the liner without removing it completely following by troweling to avoid the
floor collapseThis is not possible as the liner has been cut and attached
to the walls
Regards,
[redacted]

Review: I order a vinyl pool liner through Pool Care Products on 3-11-15 and made a $1,189.17 deposit (50%). The store promised to install it early in May, once the weather was sufficiently warm. The liner, however, was not ordered until 4-27-15, PO#[redacted]. Pool Care Products told me that it took the manufacturer 1.5 months to ship the liner.

The liner was delivered and installed on 6-5-15 after 6pm. I immediately noticed the issue with the installation and the liner being seemingly overstretched on one side. I addressed it with the installer. The installer took some pictures and made a call. Nobody followed up. I took the pictures as well and contacted Pool Care Products next day, 6-6-15. I explained there was a serious problem with the installation and that the liner did not fit right inside the pool. The bottom part appeared to be shorter and did not reach the wall by about 10 inches. After the installer filled the pool with water, the side wall was further overstretched to cover for the “the shortage”. The ornament pattern is enlarged compared to other places. There were no wrinkles indicating that the liner bottom was not properly stretched. My request on the explanations and re-measurements was not met at the time. Nobody talked to me about “kicking” and readjusting the liner at that time. I took the pool step strips inside the house to prevent any further potential work on the liner. Instead of “fixing” the problem on Monday, 6-8-15, the installers came and cut the holes and attached the jets and the skimmer to the walls when I was not home. This makes further liner movements on that stretched wall not possible without stretching it in other places. Therefore, the option of “fixing” the issues was not used by Poll Care Products. Next day I filed a dispute with my credit card company of the liner purchase on 6-9-15.

Pool Care Products is asking now to drain the pool completely and stretch the bottom to relieve the wall. According to the manufacturer, the liner should not be stretched. It should fall freely along the wall and the vacuum would allow it to settle in the right place. The water would push it against the walls and hold in place. The store never admitted any mistakes in the installation and blamed me for not allowing the installers to jump into the pool. The store does not provide any warranty on the damaged liner or improper installation, except “possible readjustment within the first two years”. The manufacturer, Latham Pool, instructed me that Latham covers manufacturer defects only, that is “the welded seam separation resulting from a manufacturing defect”, but not “from the improper assembly or installation”. Latham does not provide any warranty directly to the customers during the first five years after the liner installation. The dealer, Pool Care Products, is responsible for handling any matters with Latham on the behalf of their customers during the first 5 years.

The store owner, [redacted], acted unprofessionally towards me. She insulted me multiple times as her customer and a human being. She threatened me and questioned my integrity. I made a decision not to continue any business with this store. I cannot accept this job, because it was done incorrectly and would require re-installation and a liner replacement. On 6-16-15 the store requested an additional payment of $2372.47 for the liner, installation, new face plate/gaskets, installation sand bottom, measurements.Desired Settlement: I am requesting the confirmation of my $1189.17 deposit refund through the credit card company and further relieve from the any responsibility for the improper installation billed at $2372.47. I will return the damaged liner to store, as well as all new plates and gaskets, per their request, once a new liner is installed.

Business

Response:

OK,

I agree, the liner is not installed

correctly. Some facts, she prevented it from being done correctly. She refused

to let the installation crew get into

the pool to move the liner to where we needed

it to be. She apparently has an irrational fear of foot

prints. She went out and bought 2x2 Styrofoam

blocks , for the crew, to wear on their

feet to walk down

the slope of the pool during the installation main drains. She then absolutely refused to let the crew adjust

the liner in the sallow end

of the pool. It does not fit correctly

because she interfered with the job!

My installer met with her on a Friday

after the install, they agreed to drain the pool down to adjust the liner. He hooked

up a subsumable pump, garden hose and extension cord with instructions to plug

it in on Sunday and he would fix it Monday morning. He showed up Monday morning

and she did not plug the pump in. When asked why not, she said, “we miss communicated”. Really!

I’m not going to spend any more

time with this. She can pay her bill or let us fix it. I don’t care.

If the bill is not paid, I’ll lawyer

up!

Consumer

Response:

Dear Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.