Pride Pools, Spas & Leisure Products, Inc.

I am rejecting this response because:The Kool Deck issues were reported to *** withing the first monthsThese were not hairline cracks at allBig chunks of the deck came upAt this time there are more areas doing the sameThe installation was not done properly and I told *** that he needed to get back to the contractor who did the installation*** told me to wait and we will see what the deck doesYes the wait took us right out of the warranty periodBottom line is that the contractor who installed the Kool Deck should have been held responsible and wasn'tAs far as the liner goes, The footer was installed to low in that corner causing excessive stress on the liner and it eventually came apartI would like the Kool Deck to be repaired at no cost to meA Kool Deck should last more than yrs months don't you think? The leak has already been repairedYes I would like you to send me a check if that is possibleThanks ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I appreciate your offerBut please explain to me why I should have to pay anything at all? I reported the problem only months after the pool was installedAlso these are not chipsThey are footage areas that completely came apart from the slabMy expectation was to be provided a one year warranty on all aspects of the workmanshipThis was reported in the first daysSo why would I be responsible for this in any way? I was told by *** to wait and "see what it does"Thats what I did and the problem got worse until he finally sent someone outI will ask Mr*** to contact you to verify my referralHe and I have been friends a long timeHe saw my pool and assumed you folks would fix the Kool DeckBased on that assumption he had you folks install his poolI am sure you have him on record for the purchase?
Regards,
*** ***

HI [redacted]In reference to the kool deck the area that has chipped can be repaired however the kool deck will not be a complete match. Therefore, I am sure you prefer for the kool deck to be a close match. As discussed in the past kool decking the 350 sqft area is more than what has chipped but will be a better blend to the existing kool deck. After discussing this with our contractor, there is a minimum of 500 sqft @ $3.00 per sqft to do any type job. In your case the 350 sqft @ $3.00 per sqft is $1050.00 to resolve your concerns however the contractor will waive the the minimum sqft and will do the job 50% less @ $1.50 per sqft for a cost of $525.00. We will be applying more kool deck than is needed. In reference to our reward program program your file indicates there was no referral by you for the sale of Mr. [redacted] pool. There are guidelines and specifications for the reward program, however we can change this to a referral in order for you to receive the reward fee of $150.00. I will process this payment and mail to you. Please let me know. Thanks

Hello Mr. [redacted]Our Vinyl liner warranty is a one year full and a 15 year prorated warranty meaning the first year the labor and materials are covered 100% and after the first year the liner is prorated up to 15 years. Provided the liner has a manufacturer defect, which only includes seam...

separation, the manufacturer will prorate the liner warranty only not the labor. Due to the location of the recent tear in your liner, it was not in the seam. I know we gave you the liner material to try to match up the pattern. However if you have not done this yet we can we can try to do this for you at no cost. I know you know this but as a previous pool owner you know how important it is to keep your pool water balanced we recommend 3-4 times a season to prevent any long term problems with your liner and equipment so you may get the life expectancy out of your pool. In reference to your concrete deck and kool deck finish there is a one year warranty but not against any hair line cracks or minor chipping of the kool deck. We did come out several times after the one year warranty without any charge to you to repair some of the areas on the kool deck. Since the deck is out of warranty, repairing the areas at cost is very reasonable. There is a minimum of 500 sqft to apply the kool deck however I have talked to my installer and we will do the area 340 sqft at cost 3.00 per sqft.= $1020.00. We do have a referral program if a customer refers another customer of $150 . We can mail this to you or give you a gift card to use as needed. Let me know please thank you.

We did come back several times to check the deck and we did repair the areas that needed it. However, In order to get the kool deck to blend with the existing kool deck you are requesting a larger area that will need to be covered therefore that is more sq ft. Doing the job for half the cost is the best we can offer and is fair to everyone. Also, we have listed you as the referral for Mr. [redacted] new pool installation therefore, you will receive the $150.00 as the preferred customer referral.

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]
I have no choice other than to accept this offer. Because the deck has become horribly unsightly. The Kool Deck has been a significant problem from the first few months. It also CONTINUES to get progressively worse! As we speak small areas of the deck are popping up exposing raw concrete. I was not overly concerned with the repairs matching. My concern is primarily with the deck simply staying in place and functioning as it was intended to! It is obvious to me that this product was not installed properly and clearly should be covered by a workmanship warranty. The contractor utilized to do this work evidently does very poor quality work. I hope that Pride no longer uses this contractor to do their work. I firmly believe that my request to have this area replaced at no cost is reasonable. A Kool Deck should last for more than just a few months before it requires repair don't you agree? Yes Pride sent folks to repair damaged areas. But other areas in the vicinity of the repaired areas are now popping up. The repairs were a fix to a more serious problem that exists. I expected Pride to simply stand behind their workmanship in a reasonable fashion.  This is very poor workmanship and it will cost ME money, why? I am not sure what it will cost to get this completely resolved. But, in closing I ask that Pride does not require me to pay more than 500 dollars to gain complete resolution for this issue and warranty all repairs for a period of 1 year. Sincerely,[redacted]