Sun N Fun

Review: My husband and I purchased a pool from the sister company of Sun and Fun Installations, Cut Price Pools. We paid for the pool through Cut Price Pools and we paid for the installation through Sun and Fun. Our contract stated that my husband and I would take down our existing pool and Sun and Fun would install the new pool, remove the old pool from our property for disposal, and change the sand in our existing pool filter. Our contract states that they guarantee their work. Shortly after install, prior to even using the pool, I went to clean it. I noticed a dent in the floor of our pool where it appeared the sand had washed away. I went into the storefront of Sun and Fun on my way to work to discuss the issue and show pictures. I know the contract said they guaranteed their install and I wanted someone to come out and look at what could be done. I spoke in person with a gentleman named [redacted] who said he would come out to look at the pool personally. He could not tell me when because "he was really busy" but he assured he would look at it and call me. [redacted] phoned me shortly after and told me to call him back, he had seen the pool. It took him over a weeks worth of me calling him daily before he returned my call (I finally told him in the voicemail message that I was fed up with leaving his messages and was going to come back into the store if I had to). He told me on the phone that the dent in the floor of the pool was wash out and that there was nothing that could be done. He said "thats why your other pool fell down". I told him our other pool most definitely did not fall down, the pool was older and my husband and I wanted to invest in a new one going forward for our children's sake. He began to argue with me that my old pool fell down stating that "there was water in your backyard". Of course there was water in my backyard, I drained a 24" foot pool in order to install a new one! I stated that his contract said they guaranteed the work and that 2 weeks after install, before the pool was EVER used, it was already defective and not installed properly. Obviously this "wash out" situation is going to cause stress on the liner and could possibly tear. I don't even want to think of what else could occur. He argues with me and tells me there's nothing he can do and that it's "mother nature". Not only is his customer service completely unsatisifcatory, I paid for a service of having a pool installed CORRECTLY. This is appalling to me. I've asked for his managers contact information and he tells me someone named [redacted] will have to call me. He wont specify when. I am concerned that this company is not trustworthy to do business with. I just want them to honor the contract and fix whatever issue it is that happened when they installed the new pool. I've owned my home for over 6 years and my old pool never had a problem. It most definitely did not fall down nor did it have any sort of indentations at the bottom. I regret trying to upgrade at this point, working with this company has been a nightmare.Desired Settlement: I would like Sun and Fun to honor their contractual agreement to fix whatever they did not install correctly in the first place. I just want my pool installed correctly, especially since I paid them to do so.

Business

Response:

In response to the above complaint, prior to receiving this complaint the owner of the company had already contacted the customer and rectified the problem. The poolwill be fixed by the end of the season and this has been agreed upon by the customer.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

The owner did call us a few hours after the complaint was submitted and we will be awaiting final resolution at the end of the summer. Thank you for your help.