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Royal Pools Construction Reviews (1)

Review: On [redacted] 2012 or thereabouts the liner of my pool dislodged from the pool wall in the step area. I contacted Royal Pools & Spas service department. Service personnel responded to my residence on [redacted] and pulled the liner back onto the track. Since that time pool water has consistently gone behind my liner when swimmers have been present, causing the liner to bulge in the step area as well as other areas in the pool . In addition to the water getting behind the liner there are two highly visible and textured creases in the shallow area of the pool. I have forwarded numerous photos to [redacted] (owner of Royal Pools & Spas) at her request, as well as [redacted] owner of Royal Pools Construction of each incident. I have spoken to [redacted]. [redacted] both this year and last. She has consistently asked me the same questions 1. Are swimmers leaning against the returns 2. Is the water coming from rain/ground. To both questions I have advised no. I spoke to [redacted] at the end of August beginning of [redacted] 2012. He advised that he was aware of my issues but being it was towards the end of the season he would look into it in 2013. At the beginning of May 2013 I contacted [redacted] and advised that as per our conversation in 2012, my pool was now open. He advised that when he was in my area he would come by and see what was going on. On [redacted] having not heard from [redacted] I again forwarded new pictures to him as well as [redacted] at Royal Pools and Spas. He responded that he did not forget and would be by and would let me know when. I sent him a follow up email on June [redacted] of which he did not respond to. It is now [redacted] and still no response. Also not hearing from [redacted]. [redacted] I called her. She advised that there was just so much her service department could do, and that the construction end of Royal Pools would need to assist. My pool was completed in[redacted] of 2011. It appears to me that as with the initial dislodging of the liner it was either not installed correctly or is to big. It appears that when swimmers step down in the step area the liner pulls away from the wall causing the pool water to go behind. When I initially contracted with Royal Pools & Spas I believe it was all one company. My understanding now is that Royal Pools Construction is separate from Royal Pools & Spas.Desired Settlement: I am requesting that my liner be repaired or replaced to stop the issue of water going behind the liner and creases be removed

Business

Response:

[redacted],

I'd be more than happy to come out and put some liner lock on the liner to stop water issue. I do not believe it is an issue with the fit of the liner, I believe that it may be that the water is coming in through the liner track. The liner lock would stop this from happening. I apologize if you feel you've been put off, it was not my intention to make you feel this way. Many jobs on our calendar have been put on the back burner lately due to the weather. This has been the wettest June on record and we have been struggling to keep up with the set backs. I will keep my promise of coming to repair this for you and again am very sorry if I have made you feel otherwise.

Sincerely,

Business

Response:

To Whom It May Concern;

As of March *, 2012 Royal Pools and Spas has split into two separate companies. Royal Pools Construe on handles all new in ground pool installa ons and in ground liner replacements while, Royal Pools and Spas is responsible for all service calls for Above grounds, In grounds, and spas, Above ground pool and spa installa on and repair, and all merchandise sales. This type of pool issue that [redacted] is experiencing is typically the responsibility of the service company.

Royal Pools Construe on is willing to help out from me to me on issues that do not seem to be easily resolved with a service call from Royal Pools and Spas that is why I, [redacted] as the owner of Royal Pools Construe on was willing to help [redacted] in any way that I could. As the company has split, we do not get to see each other's records, when I responded to [redacted] sta ng that I thought liner lock would resolve the issue, I was unaware that this type of resolu on had already been a empted by Royal Pools and Spas. Iwas at a loss when I received his rejec on and was stumped as to how to respond to said rejec on.

I am s II willing to help [redacted] resolve his issue, but please understand that this type of issue, under the contract signed by both par es during the separa on of the companies is the responsibility of Royal Pools and Spas.

Sincerely,

Consumer

Response:

No do not send the response. I sent my response directly to [redacted] on 8/**/13

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Description: SWIMMING POOL CONTRACTORS, DEALERS, DESIGN

Address: 5008A Route 17M, New Hampton, New York, United States, 10958

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