Poolman Pools

Bought a pool liner in september 2009.pool liner is falling off in 2013.we have a 16 x 30 inch built in pool. in 2009 we needed a new liner so we called poolman pools to install one. 3 seasons later of using the pool we noticed a ton of air pockets all along the sides of the liner. so we called them and got nothing but a run around. approximately 3 weeks after calling they agreed to come and check it out for us but it would cost us [redacted] my husband was upset so they said find someone else to fix it and refused to come and check it out. I think they should stand behind there product . the liner I had in before that lasted 15 years with no poblems. We only wanted them to at least look at it, it was all falling out of the rims which we think created the air pockets all along the sides. but they wanted nothing to do with taking responsibility and for that we have a complaint!!Desired Settlementfix the problemBusiness' Initial Response Poolman Pools installed an inground pool liner for[redacted] and [redacted] in June 2009. In September of 2009 poolman installed a safety cover. Poolman was paid in full and had no complaints from the homeowners. In July of 2013[redacted] called and said that there's something wrong with her liner and that it must have been a faulty install. Quickly pointing the finger at Poolman. One must remember that Poolman hasn't heard a thing from this couple since 2009. As the owner of Poolman I asked [redacted] to send me some pictures and she stated that she had no way to do that but would develop some and bring them in. Approximately 1 week later [redacted] called and spoke to [redacted] about the same matter. [redacted] stated that he would come out and look at the liner but if anything needed to be done it would be a service call in the amount of [redacted] They were put on our schedule but with 98 degree heat the schedule was very long and they were clearly frustrated with waiting.When [redacted] called on July 31st I reiterated that if would be [redacted] if works were performed and her husband in the background blew up cursing and dropping the f-bomb. I didn't feel that I needed to stay on the phone and get berated from a customer that I haven't heard from since 2009. I told them to find another company to fix their liner. [redacted] called back and spoke to [redacted] and said that her husband was out of line and shouldn't have said those things and that they wanted [redacted] to still come and take a look. Within hours Poolman received this complaint from the Revdex.com so clearly her thought process changed. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)the problem still exists.[redacted] had no knowledge of the Revdex.com complaint.We were NEVER notified about heat related delays ,in fact they never called us.they haven't heard from us since 2009 because we haven't needed anything until now.I would just like to see a company stand behind their product and service for a change.Just come look at the problemBusiness' Final Response the consumers do have a manufacture warranty and can contact the manufacture.

Chris from Poolman Pools was fantastic. From day one (the consultation) he made me feel comfortable and explained everything so that I could understand it. I received 5 quotes from pool companies, Poolman wasn't the cheapest but he made me feel like he would treat my pool like it was his own. The work that needed to be done was - new liner on a 16 x 32 in-ground pool and new stairs (with old stair removal). The work was done in a timely fashion and I was able to open the pool for Memorial Day Weekend! Chris also helped me out with my filter issue. I was sold the incorrect filter for my pool twice in the last two years. He helped me find the correct filter and the pool has been perfect since! I highly recommend Chris from Poolman Pools!

Was treated very bad and yelled at. When the scheduled date to install our pool had to be rescheduled due to weather, I was very understanding and simply asked to be told when they could get to it... I was yelled at and told I wasn't their only customer. Also told I could have someone else come do the job. I was told they would start on Sun. and finish Mon. for sure. They didn't come either day. They installed pool and brought filter we purchased on Tues. the [redacted] said someone would definitely be out Wed. to cut skimmer in and set up filter. His [redacted] called Wednesday morning (same person who yelled at me previously)and stated they would not be coming yet again and were pushing it off until Thursday. At this point I stated this was very inconvenient, I had plans on Thurs. and I needed to be here to ask the questions I had about the filter. [redacted] asked in very mean tone, what questions did I have? I stated that I was just wondering how to run the filter and how I could add the chlorine? We have never had a pool. I was again yelled at, told I was being nit picky, they did not need to answer and questions about the over [redacted] filter I purchased through them and told I haven't even finished paying them. The agreement was... They would go over the filter with us if we bought it from them. Also that I would pay the bill when the work was completed. I have been very understanding about shifting us around, I know the weather is not their fault. Yet we have been treated and spoken to so badly. I have never dealt with anyone so rude in my life. My husband and I have worked with the public and we are speechless over how this women has handled things. They still are not coming out today to finish like promised and the conversation was finished by her arguing with me about my being upset over how I have been treated. Desired SettlementI do believe we should have something knocked off the bill considering how we have been treated. They did break my [redacted] hose too. I'd be happy if they at very least knocked the [redacted] off the bill. Business Response Poolman Pools agreed to install a pool for the [redacted] that was purchased from [redacted] A building permit needs to be pulled for this installation. The [redacted] were unsure of how to go about this therefore [redacted] applied and paid for the permit which is a task they never do for aboveground pools. Its always up to the home[redacted].After the original contract was signed the home[redacted]s purchased a filter from Poolman. Poolman delivered the filter when they went to install the pool free of charge. Due to weather CONDITIONS the pool installation was delayed. The home[redacted] became upset not because of the delay but because of the lack of communication between them and Poolman as to when the job would completed. This is an understandable frustration. Upon arrival to the [redacted] Poolman was told that the pool was in the basement and that they could go down and get it. The pool should have been outside an ready for Poolman to build. The home[redacted] helped a Poolman [redacted] carry the wall up the basement stairs as the wall is extremely heavy. Just something that was expected of the company. The pool was installed on a Tuesday and the skimmer which attaches to the side of the pool was not there so the job could not be completed. The home[redacted] was told to fill the pool and that a representative from Poolman wouldcome out the next day with a skimmer from Poolman so the job could be finished. Wednesday came and the schedule needed to be rearranged. Per the home[redacted]s request Poolman communicated with them early that we would not be able to make it wed and would need to come Thursday. That was not acceptable to the home[redacted] as she had plans for Thursday. Poolman told her that she did not need to be home for them to finish the job. She said that she wanted to be because she needed to know how to run the filter that she had purchased from Poolman and how to add the chlorine to her pool.Poolman had no obligation to install the filter. It was not contracted but because the home[redacted]s had been patient with the install they put the filter together and installed it free of charge. Poolman was already making a trip back because the skimmer for their pool purchased from elsewhere wasn't present and could not be installed when the pool was installed. An [redacted] of Poolman did become upset with the home[redacted] as she was trying to do what the home[redacted] had asked as far as communicating and on that day that still wasn't acceptable. The home[redacted] called the Poolman [redacted] a "[redacted]" and hung up on her. Later that day Poolman completed the job by selling the home[redacted] a skimmer from their store and delivered additional items as well. So Poolman in the end was still able to keep the schedule and finish on Wednesday. I have had many conversations with the home[redacted] and she never mentioned the broken hose. I am unaware of that. Honestly I feel that Poolman went above and beyond for this customer and they don't even realize it. Seasonal businesses are tough. Everything has to get done in a short season and keeping everybody happy is next to impossible. I certainly don't deserve the verbal abuse from anybody. That was uncalled for.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First off we asked about the permit and were told that they had no problem pulling the permit for us. I told them I had no problem pulling the permit but agreed if they did it,it would be easier. We discussed buying the filter from them and asked if we bought it from them if they would come set it up. The [redacted] said yes and that they would show us how to use it. I thought that was great as we had not used a filter of this magnitude before and thanked them. After all of the delays and attitude received from [redacted] we did have the pool installed. The day before the agreed installation date I stated the pool was in the basement and asked if we should bring it out.I was told again it was not a problem. They could do it. I don't see why it is suddenly a problem in the response above. While installing they did state that we did not receive a skimmer from [redacted]. Again we were told it was not a problem we could purchase one from Poolman Pools. They stated that they could not install it even if we did have the skimmer here. A pool has to be filled to a certain level before installing the skimmer. So we filled it to that level. We were told that they would be back the next day to install and set up the filter. Wednesday came and we did receive a call stating that they again were having problems with another customer and we would have to be delayed. When I said it was not convenient for Thursday that I had delayed my plans for them and could not wait any longer I was told that I didn't need to be there for them to finish. I said that I did need to be here so they could show me how to use the filter, like they had told me they would. I was told that they don't need to show me. I was told if I buy a grill from the store they are not going to come home with me and show me how to use it. That is when I said she was being a [redacted]. I still did not hang up right away. She continued to argue with me so I told her I was going to contact the Revdex.com and she could contact my [redacted] for further communication because I did not want to argue with her and did not need her attitude. I hired them for a service not for her to belittle me. That is when I hung up on her. She did call back after a few minutes and continued to argue she was more concerned about the name she was called rather than any of the attitude she had given or any attempt at providing better customer service or finishing the job. She tried demanding payment before the job was done which I did not agree to as I had put a [redacted] down payment up front and was told we would pay the rest when the job was finished. I did not want to pay until it was finished because I did not trust that they would come finish if they received the rest of their payment. As far as the hose goes, the [redacted] was here for the install and was well aware that the hose was torn from its connector. This happened while they were using it to spray down the pool. This was a brand new hose and we did have our old one in the shed so they were able to finish the job with our older hose. We did not ask for any reimbursement at that point. It was not until [redacted] was arguing that I brought up the hose. One thing I can agree with [redacted] is that I don't deserve the verbal abuse from anybody, it was completely uncalled for and completely unacceptable from someone in a retail customer service position!Final Business Response I disagree with many of her statements and don't want to continue this back and forth he said she said.Many of her statements are not true. I feel that my company went above and beyond for these people and they don't see it that way. If the hose is what she would like taken care of she can bringit to my store with the receipt and I will refund the [redacted] that she is looking for. My [redacted] is the one that used the hose and stated that it was clearly defective. Therefore we have no problem returning it with the receipt from the home[redacted].Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I really wish we weren't going back and fourth. I don't understand why she would disagree with what happened. This is exactly what happened! We were the ones who bent over backwards. We were treated with such disrespect it wasn't even funny. A receipt for a hose? Really? How was I supposed to know they would break it on me? Was not defective at all! I had been using it for a week prior to her [redacted] breaking it with no indication of any defects. I do hope this shows where their priorities are. I am only pushing this because the public needs to be aware of things like this. I am still shocked and upset over all the grief [redacted] put us through. I am not a believer in "the customer is always right", however when the customer is trying so hard to accommodate several changes and being respectful about it, they do not deserve to be treated like she treated us. I can not stress enough how down right rude this woman was. Also this is the [redacted] of the [redacted]!!! Not just an [redacted]! You'd think she would have more class and care about the service their company provides. I will stand by what happened. I speak only the truth.

Chris from Poolman Pools was fantastic. From day one (the consultation) he made me feel comfortable and explained everything so that I could understand it. I received 5 quotes from pool companies, Poolman wasn't the cheapest but he made me feel like he would treat my pool like it was his own. The work that needed to be done was - new liner on a 16 x 32 in-ground pool and new stairs (with old stair removal). The work was done in a timely fashion and I was able to open the pool for Memorial Day Weekend! Chris also helped me out with my filter issue. I was sold the incorrect filter for my pool twice in the last two years. He helped me find the correct filter and the pool has been perfect since! I highly recommend Chris from Poolman Pools!