Suffolk Liner Corporation

We have submitted our response, attached you will find our letter of explanation, [redacted] 's contract and terms of the contract, paid invoice by Suffolk Liner and the home advisor reviewPlease contact us if you have any questions ###-###-####Thank you

We have never placed the blame on Merlin Industries Incor anyone elseWe are a very honest company and we own our mistakes and responsibilities, but it hasn’t been determined what caused the holes in the liner so it is very unfair to place the burden on our company when there is a manufacturer, a dealer and a consumer involvedOur company is responsible for measuring, ordering and installing Merlin pool liners so we are a bit confused of what [redacted] is asking of usAs we understand the pool is operating well and we’ve had no complaints regarding the installation [redacted] has an issue with the liner, not the installation of the linerEvery customer has a warranty on the liner with Merlin Industries Inc., at each installation we provide customers with a Merlin safety packet that includes the customer’s warranty with MerlinJust like any product you buy it is still a manufacturer product not a dealer’s product so the dealer can’t make any promises or decisions on behalf of the manufacturerSo once again, our suggestion to [redacted] and the easiest solution is to call Bob to change the patch with the same liner material or contact Merlin Industries Incto get a final decision regarding this issueAny decision made by Merlin Industries Incwill be respected and if the manufacturer provides [redacted] with a new liner we will install it at no costThis is our final response

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: I would just like to start off by thanking Suffolk Liner for this response, although it has some information and took almost two weeks at least we can move forward nowSuffolk Liner is correct in stating that my liner was initially installed on 5-**-16, what they forgot to mention was that only a small amount of water could be put into the pool at this time because they have to come back a few days later to cut the liner around the pool light, skimmers etcThey did this Thursday night May [redacted] at approximately pmI began filling the pool the next morning and it took until late Saturday 5-**-before the pool was just about fullI did not mark the pool water level at this time because I did not feel the need to, the last thing I would ever expect is that the liner had holes in itI would have to check my phone records for an exact date to see if the first time I reported the water loss is 5-**-but since it is only a short period after the pool was filled this is quite possibleAs for the diver, Suffolk Liner should really speak with him againI was home and watched him swim around my pool for almost minutes while I spoke with his daughter who told me she was there to watch him because one of the rules of diving is never do it aloneI was in complete shock when he came up from the water and informed me that he found two holes in my liner and immediately called Jan to tell him that this was unacceptableNot only was I in shock, the diver asked me how many years old the liner was and when I told him it was brand new he had a look of shock on his faceJan agreed to pay the diver since the liner was defective so refusing to pay was never an issueThis agreement was prearranged, Jan and I agreed that if the pool was leaking from the main drain, pool light housing or step I was responsible to pay and if it was something to do with the liner he was responsibleI believe that installing a pool liner with two holes in it constitutes a faulty liner installation and should be covered by Suffolk linerAs you can see by all the examples (wind, branches, animals, cleaning equipment) Jan sites as how a brand new liner can get multiple holes in it on opposites sides of the pool I might add shows that this company is not willing to stand by the product they installThey would rather make excuses and place blameMy old liner lasted 17years in the same house under the same conditions and he inspected the linerHe found nothing to indicate any type of misuse or acts of nature which could have caused this damageAs seen in his divers own photo which was attached, it is just a simple hole with no gashes or scratches indicating that it was anything other than a defect.I expressed to Jan that I paid expecting a hole free liner which is not an unreasonable expectationWhen he told me that he was not going to replace the liner, I then informed him that I paid an extra $dollars for the more durable mil liner so that I would not have any problemsI did not demand anything but did suggest returning the as a resolution since the liner he put in was not more durable than the old standard mil linerIn conclusion, Suffolk Liner makes a statement that I want to bash their companyWould I have recommended a customer to them if this was my intent? I am simply not satisfied with the installation of a liner with multiple holes in it and would like a resolutionIf this is not possible I have no choice but to protect myself as any consumer wouldThank you for your time looking into this matterRegards, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We have submitted our response, attached you will find our letter of explanation, [redacted]'s contract and terms of the contract, paid invoice by Suffolk Liner and the home advisor review. Please contact us if you have any questions ###-###-####. Thank you.

We have never placed the blame on Merlin Industries Inc. or anyone else. We are a very honest company and we own our mistakes and responsibilities, but it hasn’t been determined what caused the holes in the liner so it is very unfair to place the burden on our company when there is a manufacturer, a dealer and a consumer involved. Our company is responsible for measuring, ordering and installing Merlin pool liners so we are a bit confused of what [redacted] is asking of us. As we understand the pool is operating well and we’ve had no complaints regarding the installation. [redacted] has an issue with the liner, not the installation of the liner. Every customer has a warranty on the liner with Merlin Industries Inc., at each installation we provide customers with a Merlin safety packet that includes the customer’s warranty with Merlin. Just like any product you buy it is still a manufacturer product not a dealer’s product so the dealer can’t make any promises or decisions on behalf of the manufacturer. So once again, our suggestion to [redacted] and the easiest solution is to call Bob to change the patch with the same liner material or contact Merlin Industries Inc. to get a final decision regarding this issue. Any decision made by Merlin Industries Inc. will be respected and if the manufacturer provides [redacted] with a new liner we will install it at no cost. This is our final response.

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:

Suffolk Liner, I am sorry to hear that you are confused by me, your customer. I would like to share a popular saying which may help you understand myself as well as other customers better in the future….wear your customers shoes. If you paid for brand new pool liner which was losing water because it had holes in it, would you be happy? If the company who installed the liner blamed you, the customer for these holes even though you reported this issue only days after the pool was filled with water instead of taking responsibility, would you be happy? If a company used a diver who did sloppy patch work because it was an easy way to fix the water loss, would you be happy? If a company expected you to accept patches on a brand new liner as a permanent solution, would you be happy? If a company who advertises themselves as the number one installer of Merlin liners abandoned you when it came time to work with the manufacturer toward a resolution, would you be happy? What would you do if you were me? Still confused?
 
Reputable corporations guarantee customer satisfaction, I have a legitimate complaint and am requesting that you a “directly involved party” work toward a fair solution. Your owner [redacted] ensured me that we would solve this matter like gentleman so I am actually the one confused. Earlier in the thread Suffolk Liner Corporation made a comment that if a Judge orders them to pay then they will, that is an irresponsible comment because if you didn't pay when it comes to that point, you would be in Contempt of Court. Please don't tell me that this corporation needs to be faced with a misdemeanor to do what is right. I would rather take every step possible to avoid court so that the judge can see that I had no other choice but to bring this matter before him/her. I am in my mid 40s and have never had an issue with any company before this. I have never posted a negative review, never had to take a corporation to civil court, never made a Revdex.com complaint or any other type of business complaint for that matter. 
 
The picture you posted on this site which was taken by your diver shows an almost perfectly small round hole and I have two of these same holes on opposite sides of the pool. You blame pool furniture, pets and branches as the reason when you and I both know that this is not possible. Those things would cause gashes, jagged punctures, tears and scratches not the type of holes observed in the liner you installed. 
 
You shared an email thread on this site between myself and Merlin in which this manufacturer obviously shared with you because they want you to be an active participant and are directly involved. What you didn't share on this site is your response to Merlin after they contacted you which will have a huge impact on their decision toward a resolution. If you are truly trying to do whats right, show what type of honest business you are and prove that your intention is to get a fair resolution for your customer. Thank you, [redacted]. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

I would just like to start off by thanking Suffolk Liner for this response, although it has some false information and took almost two weeks at least we can move forward now. Suffolk Liner is correct in stating that my liner was initially installed on 5-**-16, what they forgot to mention was that only a small amount of water could be put into the pool at this time because they have to come back a few days later to cut the liner around the pool light, skimmers etc. They did this Thursday night May [redacted] at approximately 7 pm. I began filling the pool the next morning and it took until late Saturday 5-**-16 before the pool was just about full. I did not mark the pool water level at this time because I did not feel the need to, the last thing I would ever expect is that the liner had holes in it. I would have to check my phone records for an exact date to see if the first time I reported the water loss is 5-**-16 but since it is only a short period after the pool was filled this is quite possible. As for the diver, Suffolk Liner should really speak with him again. I was home and watched him swim around my pool for almost 15 minutes while I spoke with his daughter who told me she was there to watch him because one of the rules of diving is never do it alone. I was in complete shock when he came up from the water and informed me that he found two holes in my liner and immediately called Jan to tell him that this was unacceptable. Not only was I in shock, the diver asked me how many years old the liner was and when I told him it was brand new he had a look of shock on his face. Jan agreed to pay the diver since the liner was defective so refusing to pay was never an issue. This agreement was prearranged, Jan and I agreed that if the pool was leaking from the main drain, pool light housing or step I was responsible to pay and if it was something to do with the liner he was responsible. I believe that installing a pool liner with two holes in it constitutes a faulty liner installation and should be covered by Suffolk liner. As you can see by all the examples (wind, branches, animals, cleaning equipment) Jan sites as how a brand new liner can get multiple holes in it on opposites sides of the pool I might add… shows that this company is not willing to stand by the product they install. They would rather make excuses and place blame. My old liner lasted 17years in the same house under the same conditions and he inspected the liner. He found nothing to indicate any type of misuse or acts of nature which could have caused this damage. As seen in his divers own photo which was attached, it is just a simple hole with no gashes or scratches indicating that it was anything other than a defect.I expressed to Jan that I paid 3800.00 expecting a hole free liner which is not an unreasonable expectation. When he told me that he was not going to replace the liner, I then informed him that I paid an extra $800.00 dollars for the more durable 27 mil liner so that I would not have any problems. I did not demand anything but did suggest returning the 800.00 as a resolution since the liner he put in was not more durable than the old standard 20 mil liner. In conclusion, Suffolk Liner makes a statement that I want to bash their company. Would I have recommended a customer to them if this was my intent? I am simply not satisfied with the installation of a liner with multiple holes in it and would like a resolution. If this is not possible I have no choice but to protect myself as any consumer would. Thank you for your time looking into this matter. Regards, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]