Simmons Environmental Services, Inc.

That the liner was installed in the first week of June and not May is irrelevant Salt does not cause stains it is just salt The generator by your filter equipment uses the salt in your pool to make chlorine, but the salt in your pool is just salt It is not chlorine until it goes through the generator You also do not need to shock your pool, but since it still is a chlorine pool (you are just using salt to produce chlorine) you still can shock your pool and on occassion may be told you need to The real major problem here is like I tried to explain to you on the phone last year and when I came out to the house and took pictures is that this is not our (The Big Splash's) decision You have all the warranty paper work from the manufacturer that clearly states its there decision (loop loc) I also told you I have seen this before NEVER WITH A SALT POOL It has always been some kind of shock or granular chlorine that causes these stains Which unfortunately this looks like a classic chemical stain and therefore that it why the manufacturer did not warranty it I understand the consumers frustration but how can we or Loop Loc be blamed for a stain that appeared months later Now I know *** *** does not want to see it this way, but manufacturers usually do not do anything in cases that are pretty clear when it is not a defect (and I am in no way blaming *** ***), theifore I was surprised and thought it was pretty generous of Loop Loc to offer the liner at cost I can not tell you when or what was put in the pool to stain the liner But I can tell you it was not from the salt months later, and the liner is not defective. Thank YouRobert S***

[redacted] claims that he was looking to return the vac head because the head split and the screw fell off is a total lie. He first saw Melissa and told him he was looking to return his vac head because the suction was to good and it would actually stick to the liner. she told [redacted] that we only...

except returns with the receipt within 30 days (I have 3 signs hanging up in the store stating the store policy that I showed [redacted] and his wife when they gave Melissa a hard time. I explained a trick to them to lessen the suction, but all they were interested in was getting there money back for a vacuum that they bought almost 2 1/2 months ago and used all summer. Then they tell me me that they spoke to Hayward who is the manufacturer and was told by them to bring it back to the dealer for a full refund because it has a lifetime warranty. They dont. I called Hayward and spoke to Jared in tech support. He told me they would never tell a custome r to go back to the store. They would send him the pieces he needs, and that they have a 1 year warranty from Hayward not the dealer. I also told [redacted] that if the screw loosened and fell off I have Screws and handles in stock and offered him one which is another thing he lied about. Again all he wanted was his money back. So the item is not defective and he is not entitle to a refund from THE BIG SPLASH. If [redacted] calls Hayward tech support @ ###-###-#### they will send him the spx1067qa quick snap handle assy that I offered to give the customer on 8/**/16 in the store.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Please get the facts right!!!!! On May **, 2016 I signed the contract. The liner was NOT changed in May it WAS CHANGED ON JUNE *, 2016. Then it took 2 or 3 days to fill the pool and during this time the LED light was installed. After all this was done, then the salt system was installed and chemicals added which was probably a week later. Also I said MY WIFE NOTICED THE STAIN IN AUGUST (We had a death in the family and weren't home alot of June/July. If you need I can provide you with my father's death certificate!!!!!!!!!!!!!). I NEVER said the stain APPEARED in August again we NOTICED it in August. You also state you have seen this before. So are you telling me this is a frequent problem with the Loop Loc liners that you install or is it your installation practices? Also included in the contract was pool opening. Doesn't that include adding chemicals? Maybe your install person added other chemicals that he didn't want to admit to with the 16 bags of salt that he dumped in and left. The only thing I can tell you is that I did not add any chemicals that caused that stain. And before you say maybe my wife or kids did (like you have in previous conversations), they NEVER add chemicals to the pool. I had the pool installed 18 years ago and the liner you replaced was the original liner from 18 years ago and have never had any stain. I changed the liner ONLY BECAUSE IT WAS FADING and I would think any liner would fade after 18 years. I have never had any company perform weekly maintenance on it again I myself have taken care of the pool for the last 18 years. I have added the chemicals to my pool every year for 18 years and NEVER had any stains or problems. I dilute granular shock before adding it to the pool and AGAIN NEVER HAD A PROBLEM. It was either your companies fault OR a bad liner. The stain is large and right where the 16 bags of salt were dumped by your employee and left there. I added the chemicals this summer and didn't have a problem. Also I did contact LOOP LOC because your company wasn't fighting for me!!!!!!!!!! I originally complained to your company (Rob) who took pictures and weeks later called me back and said SORRY,  LOOP LOC said it was a chemical stain and it's not covered by warranty and that's it. I told him, can you fight for me. I bought the liner from your company. He said no they aren't going to change their decision we are done. So at this point I then contacted Loop Loc and explained my problem and spoke to them numerous times. The Loop Loc supervisor originally said that salt converts to chlorine so yes it can cause a stain and after me calling the Big Splash on this he then changed and said The Big Splash is a big customer of theirs and I must have misunderstood him. I didn't misunderstand him. I also emailed him numerous times and finally asked for maintenance instructions which he sent me. Nothing on there about salt so I asked about salt instructions and still haven't heard back months later.This is a quote from your own The Big Splash website about maintaining salt water pools "Once your pool is balanced and the salt is added the autopilot will make all the chlorine your pool needs. There should be no need to add any shocks or algaecides as you will not have algae. Just test your pool at home at least twice a week to maintain your ph and alkalinity levels" WHICH IS WHAT I DID TO MAINTAIN  the pool. It was new CLEAR water as the liner was changed so I never had to shock in the beginning OR during the season unless your worker did when he performed the pool opening. Why is it hard to believe I never had to add shock when even your own website says it.And finally your and Loop Loc's decision was to offer me a replacement at cost. You offered me to change the liner for $1,350.00 dollars ($650 for the liner and $700 for the labor). So your solution is your company and LOOP LOC skate and don't make any EXTRA money on a product and service you both made a profit on already. I originally paid you over $6,000 dollars for the whole job (liner, salt system, LED light and pool opening) and now after the product was either damaged by your company or a defective liner I have to pay ANOTHER $1,350.00. UNACCEPTABLE AND UNREASONABLE. I am a very reasonable, If you remember before changing the pool liner, your employees accidentally dropped my power washer into the pool (deep end and completely submerged). It the wouldn't work and instead of insisting on a new replacement, I let you fix it. As I said in a previous email to the owner of Big Splash. This spring I took it out and it wouldn't work. I had to buy a new one from Lowes and even sent you a copy of the bill. Never heard nothing back from him.I am not asking for a refund, I just want my liner changed FREE OF CHARGE. The whole situation is very frustrating with The Big Splash and Loop Loc and I feel THAT BOTH COMPANIES AREN'T STANDING BEHIND THEIR PRODUCT OR SERVICES!!!!!!!!!!!!!!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The liner was installed in May and the stain did not appear until August.  The stain is not from salt which does not cause this.  I've seen this before.  someone at sometime shocked the pool and does not want to admit that they made a mistake on how it was added, and that a version of...

granular chlorine was left on the floor of the pool which caused the liner to stain.  The big splash was not there to perform any services or add any chemicals sine the salt was added in May.  [redacted] told me that he took his water to a local store and did what they advised.  Any decisions made weather or not the liner should be replaced due to manufacturers defects is up to the manufacturer which is LOOP LOC.  We only installed the liner, we did not make it or put the chemical in that caused the stain two months later.  I have explained this too [redacted] many times.  He has contacted LOOP LOC and they have determined that it is a chemical stain (which happens right away not months later) and that it is not a manufacturers defect.   LOOP LOC came to me and said to offer a liner to him at cost to end it which I thought was fair that they are addament it is not a manufacturers defect.  That is the best offer that [redacted] is going to get from the manufacturer and they have told him that.  I am not sure why this correspondence is even with The Big Splash.  WE DO NOT MAKE THE LINER, WE JUST INSTALL IT.  ALL WARRANTY AND MANUFACTURERS DEFECTS ARE UP TO THE DECISION OF LOOP LOC.  IF they grant [redacted] a new liner it is there decision, not ours.  We have been doing hundreds of salt pools for many years.  SALT DID NOT CAUSE THIS STAIN TWO MONTHS LATER.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 The item in question was well within the warranty period of one year that BIG SPLASH acknowledges. BIG SPLASH did not provide any guidance as to how to proceed with the warranty. They offered me a replacement part that cost about $16. They did not offer to fix the problem in any way whatsoever.I have spoken to Hayward directly, without any help. They have sent me a replacement item. I now own a brand new replacement part as well as the broken one bought from BIG SPLASH! The point is that the item is poorly designed and not acceptable by me and I would still prefer to have my money back. Thank you for your help (Revdex.com)
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]