Pool Pros, Inc.

*** *** gave NO explanation to our complaint with his last response. We would like to have our pool repaired in a timely manner for the summer season. If *** *** chooses not to make these repairs we will file a lawsuit.
Thanks,
*** ***
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 matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

In regards to the situation with the [redacted] project, the contract which the [redacted] were provided a copy of, clearly states that under limited warranty Section 2: The warranty becomes void if the pool is not kept full of water except if drained by a professionally licensed contractor for repairs...

or maintenance,  If the pool structure is damaged by reason of the water table rising above the lowest point of the pool, or by reason of any earth fill ground movement, acts of god, war riots or other civil disturbances, or by acts of others, or if the buyer fails to comply with drainage and decking requirements.
 
This being said we had offered to reset her existing liner once the [redacted] removed the ground water p[redacted]lem. However we will not provide any additional services. 
 
We provided the [redacted] with everything that we were contracted to. We were hired to assemble the pool with the excavation (among other items) being provided by a different contractor whom we have no association with, which was hired directly by the [redacted]. After we assembled the pool we installed drain tile around the pool and discussed with [redacted] that placing the drain tile around the pool is all we were providing and they would have to take care of anything further. The drain tile we installed allowed us to complete the pool so other contractors hired by the [redacted] could perform the other various tasks. After the pool was completed, there were no complications until this spring when I received an text from [redacted] showing pictures of water under the liner. I informed her I would stop by to inspect the pool and I did. I had offered to reset the liner for her once the ground water was taken care of. I had given her a name of a trusted contractor who could perform the task. That was the last I had any communication with the [redacted]. My offer to reset the liner still stands, however I will not help with anything further. 
 
If any documents are required please let me know, I can have copies faxed asap.
 
Thank You
 
[redacted]

My response is the same as the previous. Per our contractual agreement Pool Pros is not responsible for any further service to this client.  The topic of ground water is not covered by any type of warranty provided by Pool Pros. If drain tile we installed around pool was connected to another drain tile by another contractor as stated by said client, there would be no ground water around pool. Since there is ground water around pool this would fall under the responsibility of the other contractor that improperly connected the two drain tiles, which is not allowing water to drain away from pool. As stated if this was done and done correctly there would be no water around the pool.  Copies of the signed contract can be made available at any time. Pool Pros will not be performing any further work for this client.  Any future responses will be the same.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Review: We had hired [redacted], with Pool Pros, to install a 30 foot round in ground pool with liner. While installing our pool in 2013, it was identified that we were having issues with ground water seeping onto the ground in the pool area between the liner and the ground. He had placed drain tile to prevent this from further happening. During the spring of 2014, we noticed there was a significant amount of water collecting between the liner and the pool walls. Pictures were sent to Mike and he had come to inspect the pool on April 30, 2014 and suggested that we are responsible for hiring someone to excavate around the pool and dig a trench to our backyard so the ground water could be released. As our pool currently stands, it is unusable and it would need to be repaired prior to using the pool. The liner has multiple wrinkles that would need to be straightened out. We also fear that if swift action is not taken the liner will tear. As customers, we do not feel that we would be responsible for the additional costs that would be incurred because this issue should have been taken care of during installation and should be covered under warranty.Desired Settlement: We are requesting to have Pool Pros fix the ground water issue by hiring a contractor to repair as described above. Pool pros would also be responsible for resetting the liner and replacing the water. We just want the proper repairs done to our pool....

Business

Response:

In regards to the situation with the [redacted] project, the contract which the [redacted] were provided a copy of, clearly states that under limited warranty Section 2: The warranty becomes void if the pool is not kept full of water except if drained by a professionally licensed contractor for repairs or maintenance, If the pool structure is damaged by reason of the water table rising above the lowest point of the pool, or by reason of any earth fill ground movement, acts of god, war riots or other civil disturbances, or by acts of others, or if the buyer fails to comply with drainage and decking requirements.