Sandhills Pools, Spas & Service

sold us an [redacted] salt water swimming pool unit, misrepresented the process and installed incorrectly according to manufacturer now malfunctioniDealer sold us a salt/chlorine converter and sold stating no fuss, no maintenance, no adjusting of water other than adding salt once a season. No testing of water is required. started having problems w/the unit and told to dump more salt. we did, but lights continued to flash and told to dump more salt since it rained. We did, then lights continued to flash, took water sample and told our salt level was too high and chlorine too high. Read manfu.book and read online that the unit was installed incorrectly and would damage our pool heater. Called manufacturer and was told business "is not" an authorized service dealer. Business will only email, will not answer our phone calls. Emailed they would replace the bad unit and move away from the pool heater and when discussing with manufacturer, they told me to ask him how will he be applying for warranty as he is not an authorized dealer.Desired SettlementFull and complete refund due to improper installation, being advised to add too much salt creating corrosion issues, not being an authorized service dealer of the product, and that he will be responsible for replacing our pool heater if an authorized dealer that the manufacturer sends out discovers damage to our heater. Manufacturer stated our warranty will be voided from improper installation and that he should have read the product book on how to install the unit. Manufacturer also stated that due to the high chlorines levels produced, we may have sustained other equipment damage and also from them not balancing the water prior to installation.Case Closed SATISFIED 2014-06-02Pool people came out today and changed out the unit replacing both salt unit and power box. You may close our complaint with a satisfaction of resolving the issue by replacing the faulty unit.

New pool leaking. Only used 1 seasonPool started leaking 2nd season, called they wouldn't come said it was too far to drive. Didn't coming too set it up after I paid cash.Desired SettlementI want a new liner cause it's under warranty.Business Response We received our first letter of complaint 5/20/14. Mr. [redacted] purchased an aboveground pool 3/14/11. We installed the pool and it had no issues. Mr. [redacted] contacted us in 2012 with a leak issue. It was explained that liners are warrantied through the manufacturer and that what is covered are seams and the bead which snaps into the liner tracking. Holes put in due to use or abuse or chemical issues are not covered by the manufacturer. We explained to Mr. [redacted] that a service call to his home would be $95.00 which he was not willing to pay. We attempted to explain to Mr. [redacted] that a hole in the liner can cause water to run under the pool causing issues with deterioration of the ground under the pool. Mr. [redacted] received all services paid for concerning the installation of the pool. Sandhills Pools warranties installation issues for one year. Mr. [redacted], quite frankly, put a hole, or several, in his liner now wants a new one. Sandhills Pools did not make the liner ande for Mr. [redacted] to insist he get a free liner is ridiculous. If he has an issue he needs to contact the [redacted] the manufacturer. Mr. [redacted] did not even want to mail in the warranty cards and brought them to Sandhills Pools for submission. Had he done it himself, he might have been aware of what needed to be done with a warranty claim. Sandhills Pools installed the pool Mr. [redacted] paid for and provided all services per his contractual agreement with us. Sandhills Pools, however, cannot be held liable for damage from a hole put in the liner from improper use. Mr. [redacted] has no claim or complaint with Sandhills Pools other than we will not do a free service call for something we did not do NOR will we give him a free liner from damage he caused. We always strive to help all customers, but Mr. [redacted] needs to take responsibility for damages done by him NOT Sandhills Pools.