Swim' n Play Inc.

We purchased a pool in 2011.pool was installed by a professional.we returned from vacation to find the pool leaking.the now 4 year old pool has rust holes from the inside out.Called about the warranty.To my surprise they wanted 800 for a new wall and liner.A 4 year old pool should not be rusting .talked to them about replacement basically was told take or leave it.don't buy from swim and play their warranty sucks

Review: Been trying to work with the warrant department Andrew have above ground pool that starting to rust out this is the second time in three years first time rusted out all the way around pool Had no problem with them now three years later the same thing happening drained the pool for safety reason Sent the warranty claim in Middle May sent what they wanted except the receipt as we had a hot water line break in storage were we kept the papers since they replaced it before the should have the receipt for it It has a 10 to fifteen year warranty all I asking is for wall and liners and gasket I called and no response WE Had a few email response but they want me to contact were I got it got it threw [redacted] but now when I remember they had a compute crash about five or six years ago and could not get it so they exchange it so now they when it gets right down to it swim and play should have the recite when they replaced itDesired Settlement: 52 inch metal wall that wont rust out and new linner and gaskets for jets and skimmer

Business

Response:

The customer has received a quote to replace the wall at a discounted rate as per our warranty. From the pictures the customer provided to us it was evident from the extreme discoloration of the pool liner that the pool was being severely over chlorinated. There was also evidence of a leak coming from the skimmer. Neither of these issues are manufacturer defects and are not technically covered under the warranty. We are however giving [redacted] a very fair price to replace the parts under the terms of the warranty.

Review: This is regarding an aluminum pool deck. When the item was delivered a piece of the fence on the deck was dented and it was noted on the delivery form. Since the deck has a 30 year warranty, we let it be. Now with 26 years left to the warranty it has cracked and I'm am concerned about safety issues. They are willing to replace the fence (after several calls and an email) but I have to pay for a different means to ship the 7lb item and the cost is $130 for shipping. That is outrageous and I believe over inflated because they don't want to have to deal with me.Desired Settlement: I want them to stand by their warranty or deal with their shipper [redacted] to pay for the shipping themselves.

Business

Response:

Even though the customers problem was not technically a warranty issue as it was damaged in shipping and should have been dealt with in 2011 when she bought it, we still offered to replace the part for free. However in our warranty it clearly states that we are not responsible for shipping charges. Also being that the issue was 4 years old, the freight company would not give us a credit nor ship it for free. She felt that the freight charge of $138 was inflated but the piece she needed is 80" long and 36" wide and the price came directly off of [redacted] website. At this time we have already split the cost of shipping with the customer and are preparing to ship.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I was told that the shipping was $140 for a 2 day shipping. I agreed on 7-1/15 to pay half and gave my credit card because I wanted the fence by 7/4/15 as we were celebrating the holiday. It is now 7/8/15 and I still don't have a fence.

Regards,