Swimming Pool Discounters

Review: I recently purchased a pool from Swimming pool discounters on May 6th 2016. They are located at [redacted]

May 6th we spoke with the manager there named Bob. we were shown several pools and talked about what kind of pool I was looking for.

Told him was looking for a sturdy pool to replace the one we had for 15 years. So we settled on a battleship pool 21 by 54 blue liner and wide skimmer.

Paid him 200.00 dollars down and the next day I called into the store and paid the bal to order the pool 1,276.60. and 800.00 more to be paid to the installers.

June 13th was the scheduled install date. June 13th was delayed in part of our own issues removing the old pool and the other on the installer because of weather. so all was fine on the delayed installation on both parties. On july 1st at 7:00 am the installers showed up.

they proceeded to do the install. later in the day , the guys were worried they had the wrong liner , and they called their boss to come help.

I was then thinking that maybe this was the wrong pool as well. so they now completed the job. they were paid and left.

Pool now is starting to fill and would take several hours to fill a 21 by 54 inch pool. Next morning , we looked at the pool and noticed that the support beam next to the skimmer was pushed in and bent. So now I am really thinking we were not provided the pool we picked out.

So we gather up the boxes in which the pool was delivered. So now I am sure not installed the correct pool.

So we go directly to the store . Bob admits did not provide us with our pool, because it did not come in and rather than us be delayed installation he provided us with an " upgraded pool" I said to him, don't you think we deserved a phone call ? and now we have a bent frame and wrong pool. No paper work would he provide to show proof of the upgraded pool. just that he would get on it and have everything fixed including the cost to refill the pool. two days go by and Bob cannot be reached by phone , he is too busy. so now we are calling the installer , he finally calls back and shows up on sunday july 10th at 8:30 am and is taking pictures of my back yard and pool. he tells me he will call me on monday and tuesday he will be out to fix it. Monday comes no phone call. I call him . he says the parts are not in. we call the store , I left Tim call because they know my voice now. so Bob gets on the phone we ask about the parts to fix the pool. he says they are not in and not sure when , maybe friday july 15th. I have never been so frustrated.

we have now requested the pool that we ordered and installed or our money back . this has been going on since we purchased the pool , with no satisfaction.

hoping you can help.Desired Settlement: would want the pool that we purchased installed or full refund including the installation charges total of 2276.60

Review: I purchased a pool on a layaway plan thru BOB with this company the pool has been paid off. Bob was suppose t find someone to install pool he has yet to find anyone. I call at least 5 times a week I keep getting the run around. So I called the store in Altoona Pa where BOB told me my pool was at. They cant find my pool , the lost it they say spoke to PJ and Josh from altoona store 3 times this week still getting the run around. I told them I wanted my pool or a full refund. I still am getting no where with anyone an im out 1710.69 for a pool I was told was in the store on altoona but no one seems to be able to tell me where it is or no one conveniently has the authorization to refund my mo

Review: My husband and I contacted "Bob" from Swimming Pool Discounters the beginning of June 2016 about the purchase of an AquaSport 52 pool. On June 14, 2016 I called and spoke with Bob and told him we were interested in going ahead with the purchase. He sent me an invoice that I was required to print out and sign and send back to him. I called the next day to make sure he got the signed copy back. He said that he did and that he would go ahead with calling the manufacturer and getting the pool ordered. He told us that we would have the pool in 1-2 weeks and that when it was shipped he would send us a confirmation with a tracking number. After 2 weeks and not hearing anything I called to check the status. When I called I had to leave my name and number and they said he would call me back. After 4 hours I called back and talked to Bob bye said he didn't know what was going on but that he would call and check into it and call me back. I finally called him back the next afternoon and he said he still didn't know much and would call me back. I had to call him back yet again at the end of the business day to find out something was wrong with the top rail of the 21 ft pool we were buying. On June 29, 2016 Bob called to let us know they could upgrade us to the 24 ft pool as it was ready to be shipped out immediately and they had all the parts for it. We went ahead with the upgrade and was assured another date that we would have it as July 11, 2016. After a week of not hearing anything again and no tracking numbers sent to me I called again to see what was going on. I called on July 7, 2016 and was told Bob was out of the office for lunch. I asked to talk to a manager and the lady who answered said there was not one available but that she could help me. So I went through the scenario with her and she assured me that she would look into the matter and would call me right back and that she would give Bob the message to call me as well. After 3 hours of not hearing from anyone I called back. The lady answers the phone again and told me Bob was out of the office again. I asked if she was the one I had talked to earlier, she said she was and that she was just sorry but they he both went to lunch and she just didn't have time to look into the matter. I informed her I wanted to cancel the order and wanted my money refunded to me right then. She said she didn't have the authority to do that and would have Bob call me ( very funny since he has never returned a phone call of mine). In the meantime my hiusband calls around to their other locations and gets the name of the owner and calls and talks to him. He tells my husband that he can't do anything about it (he is the owner of this business and say she can't do anything about it ??). So I call the credit card company and file a dispute on the charge that the pool company had already charged our credit card without shipping the product. They go ahead with the paperwork of the dispute. So I call back yet again and finally get ahold of Bob. He assures me that he pool was out on the truck to be shipped 2 days prior and he was sorry for not getting me the tracking number. We get the tracking number and call the trucking company and they have nothing for us. We go through a ton of questions and then trying to figure things out and they have nothing for us. So I call back and talk to Bob and tell him he is again lying to us and that I have disputed this charge with my credit card company and I want this order canceled. He promises me that the pool is on the truck. After yelling and telling him we called the trucking company he finally looks into our file and says he accidentally put someone else's paperwork in our file. He then goes on to tell me we can't cancel this order because it is a custom order (but when he called to tell me they were upgrading us from the 21 ft to the 24 ft he said it was ready to ship. If it is ready to ship that is not a custom order to me). He said that he had a pickup order for the pool. It is supposedly on a truck being shipped to my house, but I will believe it when I see it. This company was the worst company I have ever dealt with in my life. They have a horrible customer service, never return your phone calls and I got the feeling I was getting the run around and felt as if they were trying to get my money without giving me a product. I don't feel like they should have charged my card until they shipped he product not the day we discussed getting the pool. And I also feel like they weren't going to do anything until I had to call the credit card company and disputed the charge. I told him I was going to contact the Revdex.com and he said go ahead he didn't care. Very rude company!!!Desired Settlement: We were told we could not cancel the pickup order as it was a custom order but I don't believe it was a custom order at all. It is a pool that they advertise on their website, we made no alterations to it to make it custom. If the pool does get here I would like to have it returned and get a refund because if we were to keep the pool and something goes wrong I do t want to have to deal with the company, the way we have been treated I can assure you we would get nothing resolved if something were to go wrong

Business

Response:

RE:[redacted]Please find my response in regards to Mrs. [redacted] complaint below.While we agree with Mrs. [redacted] that the order did not go very smoothly, we did everything possible to get her everything see purchased.On 6/14 Mrs. [redacted] order a 22x52 Aquasport pool in which at the time we told Mrs. [redacted] that the pool would take 2 to 2 1/2 weeks to deliver. She agreed and we placed the order for the pool fromAquasports.On or about 6/28 we were notified that the manufacture did not have all of the material needed to make the 21' pool but they did for a 24' pool. We contacted Mrs. [redacted] and explained what the manufacture had said and agreed to upgrade the pool at no additional cost to Mrs. [redacted] (a $750 value to the customer.) Mrs. [redacted] asked when the pool would arrive and I explained that depending on when the pool is released by the manufacture would determine that but we would do the best we can. In all honesty we thought for sure the pool would get to her by the 11th of July.The pool actually delivered on July 13th while there were hiccups on getting the pool in and back out to her we did the best we can.We have no control over manufactures and shipping companies and can never promise a for sure date of delivery. While again we agree the process took way longer that it should of, the slow down was not one our end.As to Mrs. [redacted]'s claim that this was not a custom order, if you look at our website and how we list the pool, It clearly states that this pool ships directly from the manufacturer, all of the documentation that was signed clearly stated that all sales are final.Respectfully,BobSwimming Pool Discounters.

Consumer

Response:

Review: March of last 2015 I bought a pool liner from swimming pool discounters. They told me the new liner would be installed sometime in May probably the latter part of May. They finally showed up in the middle of June. While replacing the old liner with the new liner they destroyed some trim that covered or protected some Phillips screws that has some sharp edges. I was told that they would get new trim and replace it. At the end of the swimming season they still had not showed up and I called them and they assured me that they would fix it. They did not. This spring when I uncovered my pooI I noticed that they vinyl strap that was used to wedge the liner in to the wall that they had installed had almost completely come out of the pool and was laying in the water. Once again I called them twice because both times last year and this year I was assured I will get a return call when I called the first time and I didn't get the call so I had to call twice and the second time each time I got somebody this year I called them and got them on the second try and they were assured me that they will come down and replace that vinyl strapping and trim. That was the very middle of June. We are now in the first week of August and lo and behold still nobody's here. All I want is the vinyl trim replaced that they broke because of the exposed Phillips head screws and would like to have the vinyl strapping installed and have it stay in. That's what I paid for that's all I expect.Desired Settlement: Finish the job

Review: I purchased a 24ft round, above ground swimming pool package from Swimming Pool Discounters for $869.79. The pool I was interested in was named Solar Flare 24' 48" wall pool package which included a free solar heater. When I went to the store to view the pool I was told they did not have one on display but showed me a pool that was similar.

The pool was installed on August 31, 2016 by [redacted], Swimming Pool Discounters designated installer. I was charged $770 for the pool installation. Once the pool was up, my wife noticed the pool did not have any top rails. She inquired about the top rails with the installer to which he replied it did come with side rails. I contacted Dave L** the installer at ###-###-#### and he stated he installed what they gave him. I asked where the manufacturers mark was on the pool to which he said "They gave me a generic 24ft uni-rail pool to install." After multiple attempts to resolve the issue with Bob L[redacted] he finally told me you got what you purchased and hung the phone up on me. Going back onto Swimming Pool Discounters web page, I came across a 24ft 48" above ground pool named Round Sun Ray Steel Uni-Frame pool which was listed for $499.99. This was the exact pool that the installer erected in my back yard. I paid a total of $1639.99 for a sub-par pool that retails for roughly $499 installed. Also, I never received the heater that I was supposed to get and the filter/skimmer combo unit that was placed on the pool is sagging from the weight of the pool and is already starting to buckle the side wall. I believe that Swimming Pool Discounters actively engaged in false advertising and a typical bait and switch fraud scheme. It also concerns me that the owner Dale K[redacted] may have a history with fraudulent activity according to court records.Desired Settlement: I would like a full refund for the cost of the pool and the installation. Alternatively, Swimming Pool Discounters can replace the pool with a better quality pool and absorb the cost of the installation.

Review: I purchased the XL7000 pool package through swimming pool discounters on Aug. 27, 2013. The pool was to be installed on 31 Aug 2013. On the morning of Aug. 31st I was called by the contractor and told that the wall for the pool was misssing and he would contact me when the warehouse called him. I proceed to call the store and talked to [redacted] and was told the wall was missing, they had someone in the warehouse looking for it. About 4pm I called the contractor and he said he had not heard from swimming pool discounter and said we would have to reschedule for another day. Monday morning, I recieved a call from the contractor saying they found the wall and would be there Tuesday Sept. 3rd to install the pool. They showed up as scheduled and began installing the pool on the 3rd, sometime in the late afternoon they began installing the wall, only to find out it was about 9 inches short. They told me they contacted the store and were looking into the issue. I called that day and was told that it was the manufactures fault and they would have to have one shipped in, that it should be there by the end of the week. Its now been over two weeks, and I have since called multipule times, been given the run around and been treated rudely and very unprofessional. The only answer I can get is I'll call you when it gets in. I have asked for a refund and been denied. I have threatened to have the transaction reversed and been told they will send me to the magistrate. Secondly, I have not recieved the pool saftey ladder and the cover, I bought as part of the priemer package. I was told they would be given to the contractor when the wall came in. I get NO respones, and only given run around when I call. In addition, my yard is all tore up, the contractor left everything sitting where it was when they left and when I told [redacted] at the store, he told me, so what, its a pool, rain isn't gonna hurt it.Desired Settlement: I either want the wall, saftey ladder and cover immediately, or a complete refund. I will return all parts given to me by the contractor so far, including the pieces already installed, wet boxes and all from where the contractor left them in my yard a few weeks ago.

Business

Response:

RE: Case ID #[redacted]

Dear Ms, [redacted]:

In response to Complaint #[redacted], to correct the problem with the wall, we ordered and paid for a custom-sized wall at a cost higher than the pool he purchased - and at no additional charge to the customer - and have had here it waiting for the installer to pickup, along with any other missing parts necessary to the job.

We do not install the pools, this is done by a pool installer/contractor that works directly with the customers. Scheduling for installation is between the customer and the installer, we have no control over that.

I hope this answers your questions. If not, please call me at ###-###-####.

Sincerely,

Manager, SPD Warehouse

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cc:file

We purchased a pool in April, paid in full same day, and we were promised that it would be installed in two to three weeks. It's been almost 16 weeks & still no pool. Installers only delivered the pool about 2 weeks ago and keep finding every excuse not to install it. The installers received half of the installation fee up front, a thousand dollars, and I feel like they ran with the money. We've put in several calls to the district manager and still have yet to hear back from him. This company is ridiculous, we should get our money back or it should be installed free of charge for the hassles they put us through. Promising they'll be here every day and then they "encounter problems." They won't refund us any money, only store credit! What can we purchase with $5,000 that doesn't need installed or delivered?? They're a joke and shouldn't be aloud to do business like this!

The guys at Swimming Pool Discounters are truly pool guys. They helped me pick out a great pool - I love it!! From start to finish the whole process was very simple and they have had great patience with the many questions I had.

Thanks guys - your the best!

Review: I purchased a pool from this company. They sub contracted the installation out and never completed the job. And the pool was not properly installed. I asked if they would resolve the situation and they said there was nothing they can do. Their contractor is ignoring all forms of contact and refusing to come when he does answer. I'm sorry I purchased from this company but I hope my complaint will stop others from having to deal with what I'm currently going through.Desired Settlement: I want refunded some of my money and I want my pool to be installed properly free of charge. I shouldn't have to pay again when the company has made mistakes.

Business

Response:

Please find my response in regards to [redacted] complaint below.We explained to Mr. [redacted] at the time of purchase that we do not install pools at Swimming PoolDiscounters. We explained to Mr. [redacted] that we could have an independent contractor contact him ifhe would like and did so. As for the comment that we didn’t help resolve Mr. [redacted]’s situation, this is aplain lie as I have personally talked to Mr. [redacted] on a daily basis and even called his independentcontractor directly to help rectify the situation. As of this point we bc lieve that Mr. [redacted]s pool hasbeen resolved.We consider this matter closed. If you have any additional questions please contact me at once.Respectfully,Bob P[redacted]Swimming Pool Discounters,

Review: I ordered a swimming pool in April 2015. when it was delivered it was damaged. I called and talked to bob and said see all that was damaged. I did emailed him the list. I did not hear nothing . I called he said it would be taken care of. I still did not get parts I have been calling and emailing him and no response. here it is Oct 2015. I still have not got the parts. I needed the pool as I have been battling cancer so I can exsersize. I have a claim number the delivery man gave to me. he even witness that it was damage. he had to pick up the parts all over the back of the truck.Desired Settlement: I thank they should get my parts to me. and make something right, as I have been waiting over 6 month and could not get the swimming pool together.with out the parts. now I got to wait for spring .they should come and put it up.

Review: I purchased a swimming pool from Swimming Pool Discounters on april 17, 2015. When I purchased the pool, I made it absolutely clear that I needed the pool installed by the 1st week in June 2015. I have called no less that 25 times trying to get their installer to answer the phone with no answer or voice mail able to be left. I called the pittsburgh office today 5-26-15 and talked to Bob. I told him the problem (again) and I also told him that if I didn't get a response by the end of the day, I wanted my money back, and I would purchase my pool else where. He accused me of threatening him, and screamed at me every time I tried to talk. I just want my pool installed as it was promised. I would like someone to answer the phone, or give me an explanation without accusing me of something or screaming at me! I spent $2,165.29 on a swimming pool. At the time of the purchase, the sales man (Patrick) called the owner, asking him if what I requested could be accomplished, the owner said "yes". If they couldn't fulfill my request, they knew I was going to go to another pool store down the road from their establishment. I feel I was lied too.Desired Settlement: I want them to full fill the agreement and answer the phone!

Business

Response:

RE: [redacted]Please find my response in regards to [redacted]'s complaint below.As we explain to all customers- we do not install pools of any type and our contracts state that clearly. We do tell customers we work with some independent contractors and can give the contractors the customer's information if they wish and that they in turn can work directly with the independent contractor.There was a mix up with the contractor taking the wrong pool out to the site, the contractor talked with Mrs. [redacted] and the two have worked out the installation and the pool has been installed.Hopefully this resolved this matter.Respectfully,Bob P[redacted]Swimming Pool Discounters

Review: On August 5, 2014 Swimming Pool Discounters, located at 2141 Babcock Blvd., Pittsburgh, PA 15209 sold us a pool package ($3,973.85) that was currently in stock and to be installed at our home, but nothing was discussed concerning a permit needed for installation. It was only after the installer ([redacted]) arrived to survey the location, on August 9, 2014 that we were made aware that a permit was needed to complete installation. On August 11, 2014 Swimming Pool Discounters took further money from us for the installation/excavation in the amount of $5,565.00 and $2,663.09 for an upgraded heat pump because the pump sold within the original pool package was insufficient (they sold us the wrong pump). On the same day we arranged for the dig with the Pennsylvania Underground Utility Line Protection and received confirmation: "[redacted] 08/11/14 14:40:25 [redacted]". On August 12, we visited our

local municipality's planning office to obtain the permit and were denied. After learning that we could not obtain a permit, we immediately called Swimming Pool Discounters to notify them that we couldn't install a swimming pool on our property. We provided Swimming Pool Discounters documentation from the city outlining the criteria that needed to be followed when building within the City of Pittsburgh. Swimming pool discounter said that they would reach out to a local government official for assistance, but that was not helpful.

I would like to point out that the amount of $5,650 charged for the installation and excavation is not in question at this time as that money has been credited back to us but not the money for the pool package that Swimming Pool Discounters still have in their possession. So, Swimming Pool Discounters is accepting the fact that the installation cannot be completed yet they are still trying to charge us for goods that were part of the original package. And, I might add that Swimming Pool Discounters has not reached out to us since August 15, 2014 after many attempts have been made on our part to try and resolve this matter.

As you can see from the above timeline, that we had all good intentions and were excited about the new pool only to be denied by the local ordinance preventing any structure from extending over current property boundaries. The lots in question are all owned by us and located adjacent to our home at [redacted]. Those lots are: 3465, 3467 and 3469 on [redacted]. The issue at hand is that these lots are each only 22 feet in width and the city will not allow any structure to exceed the width of each individual lot (actually, a 5 foot perimeter must be maintained with the individual lot). Had Swimming Pool Discounters advised us of the need for a permit prior to taking our money a different direction would have been taken.Desired Settlement: an the Revdex.com assist us in getting our money back for a swimming pool that can never be installed?

Business

Response:

Revdex.com of Western Pennsylvania October 25,2014Attn Mrs. [redacted]

RE: [redacted]Please find my response in regards to Mr [redacted]'s complaint below.When Mr. [redacted] and his partner came into the store seeking out a poo) I do remember asking Mr [redacted] and his partner how much room they had on their property and they told me they had more than enough room to handle a pool of the size they wished. We do not get into installation or permits at Swimming Pool Discounters — we only sell the pools and supplies. Mr. [redacted] cartie in over the next several Weeks purchasing other items for his pool.Mr. [redacted] then asked if we could have any installers we know call him to give him a price for the dig and installation - [redacted] Digging and Installations went out to meet with Mr. [redacted] and gave him a price to do everything for Mr. [redacted]. Mr. [redacted] agreed to terms with [redacted]'s and wanted to pay by credit card for the installation. [redacted]'s does not accept credit cards and the parties asked us to run the credit card through Swimming Pool Discounters and we agreed with a percentage mark up to cover any credit card fees charged to Swimming Pool Discounters.Bottom line for Swimming Pool Discounters is that all of our contracts state "All Sales Final". While Mr. [redacted] states that everything was in-stock for his purchases he is partially right. While we had the pool structure in stock the liner, heater and other items had to be specially ordered in for him.We did agree to refund the monies we collected on the installation for [redacted]'s as that was not sold through Swimming Pool Discounters. If Mr. [redacted] would like us to sell his pool, heater and items next year we would be happy to do so.[redacted]Swimming Pool Discounters.

Review: I had viewed on the Swimming Pool Discounters website a pool they had for sale that was advertised as 24'x52" metal frame pool set w/ sand filter pump and maintenance kit. This ad futher read that "this pool comes with the new Krystal Clear Sand Filter pump". I had also phoned the business and asked what size the sand/filter pump was and the gentleman I spoke with told me it was a 3/4 HP sand/filter pump. I paid for the two pools by credit card I believe on August 4 or 5th and told them I would be down to pick them up on Friday Aug 9th. On Friday, August 9th I drove to Pittsburgh, PA (4 hours) from Marion, OH to pick up the pools, I noticed that the box said it came with a "B cartridge filter pump". I inquired about the sand/filter pump that was advertised to come with the pool. The man working there ([redacted]) told me the pool did not come with the sand filter pump. I took him inside the store and showed him on their website where it was advertised as I had previously reported to come with the Krystal Clear sand filter pump. HE became frustrated, told me there was nothing he could do about it. I asked the owners name, he said the owners name was "[redacted]" but that he did not know [redacted]s last name. I asked him to call the owner, he said the owner was on vacation and he "absolutely would not call him". I asked for a store managers name and the gentleman refused to tell me a mangers name or give me a number to call. He said "I'm the only one to complain to and I cannot do anyhting about it". He then showed me a smaller pool (15'X52") that did come with a sand filter pump that I could have for the same price. I told him the reason I came there was for the large pool and pump. He insisted there was nothing he could do and "must have been a misprint" on the website. I do have a picture of the original website ad. The ad has now been changed. Only one pool would fit in the van (he gave us the wrong measurements) so he refunded for the other pool but to date have not been credited it.Desired Settlement: I feel I should be sent the sand filter pump as advertised to go with the pool that I purchased. I also want my refund credited to the credit card and also feel they should pay to have the other pool and pump shipped to me as they gave the wrong measurements and we could not transport it. Thank You and please help. I have called the store and sent email to "ask Discount dave" on their website with no response. The same gentleman answers the phones for all the stores and says he cant help me.

Business

Response:

RE: [redacted], ID #[redacted]

Dear Ms. [redacted]

In response to Complaint [redacted], this pool indeed was advertised on our website. As with all such pools, they are sold on a first-come, first served basis and when they are out of stock, we cannot fill the order with that particular item.

Ms. [redacted] was under no obligation to purchase or pickup anything from Swimming Pool Discounters. As such, she was offered a different pool and package that contained that pump, which she refused. She was offered a refund as well, again refused. And she was offered a different pump, but did not want that either.

We are now at an impasse, since she has refused any option we can offer her.

I hope this answers your questions. If not, please call me at ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am replying to Swimming Pool Discounters response to my complaint against them. The swimming pool package the gentleman at the store offered me was significantly smaller than the one advertised ( 9 ft. Smaller in diameter and shorter in height also). They NEVER offered me another pump. In fact when I asked for a different pump, [redacted] said "absolutely not"! My request is to have the pump that the company advertised shipped to me. Thank You,

Regards,

Business

Response:

#[redacted]

Dear Ms. [redacted];

In response to Complaint [redacted], please see our response dated August 26,2013.

This pool indeed was advertised on our website. As with all such pools and pool packages, they are sold on a first-come, first-served basis and when they are out of stock, we cannot fill the order with that particular item.

Ms. [redacted] came into the store and it was explained to her that we were out of stock on that item, and she was shown what we did have available. She was under no obligation to purchase or pickup anything from Swimming Pool Discounters. She purchased the package that she now has, a pool package that contained the smaller pool & pump, and she is now apparently unhappy with her purchase.

Insisting that we give her a pump that we do not have does not change the fact that we cannot get that particular pump for her. Again, she did not have to buy the package offered to her - it was completely her informed decision to do so.

To reiterate what I explained in the August 26th letter, we offered Ms. [redacted] a different pool package that contained the pump she wanted, which she refused. She was offered a refund as well, again refused. Finally, she was offered a different pump in addition to the pump contained in the package she purchased, but did not want that either. We are now at an impasse, since she has refused any option we can offer her.

I hope this answers your questions. If not, please call me at ###-###-####.

Sincerely,

[redacted] Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear Mrs. [redacted],

Review: I needed to purchase a new pool liner this year as mine was ripped. It took several calls to get an appointment scheduled but once I was able to get someone on the phone they took my credit card info over the phone and immediately charged my card for the full pool liner. Four weeks later the installers showed up only to discover that my entire pool needed replaced, therefore I needed to return the pool liner. I called on 4 seperate occasions to have the pool liner refunded to my credit card. Three times I spoke with someone at the front desk and they claimed they processed the transaction. I called on 6/10 and spoke with "[redacted]" and [redacted] said that my credit card info was needed to process the transaction and he claimed that he was doing it as we spoke, and that the other 3 times I called nothing was done. I called today (6/16) and the guy that answered the phone (not [redacted]) said "he had no way of verfiying that my refund was processed and that they had no records that they keep." He told me that "[redacted] needs to call since he is only one that can answer your question and that I need to call him back". I still have no money and still haven't had one return phone call.Desired Settlement: All I want is for my refund to be processed and proof of processing sent to my address. I will never use them again for any time of work and believe their customer service is horrendous. It has been over a month now that I have been requesting my own money back and it hasn't been processed---that is unacceptable.

Business

Response:

Subject : Complaint [redacted]

Review: I purchased my swimming pool at the Zelienople store from [redacted]. [redacted] didn't ask who I wanted to install my pool, he just said that I will be getting a call from the installers in a month or so. The company was [redacted]. I am told they are now out of business. This company did not do a good job at installing my pool at all. I think the kids were doing drugs in the company truck every 30 minutes. My pool is not level, I can stick my fingers underneath the pool and feel the liner, the screws that are used to keep the pool together are loose... it's just a mess. I paid for my pool in full so you can imagine how frustrating it is for me to have had this installed property. Now the installation is not Swimming Pool Discounters fault, but I blame them because as a first time swimming pool owner, you trust a swimming pool company to tell you everything you need to get/know in regards to the pool. I did not know that I could choose any pool installation company I wanted. [redacted] who sold me the pool told me who was installing it. [redacted] was very rude to my 68 year old mother when she went to the store to tell him what happened. He pretty much yelled at her and did not care. Swimming Pool Discounters off of Babcock Blvd. has been very unhelpful in trying to fix the issue. I ran into the owner at the home and garden show and he said he would make it right for me and fix the pool. I received a call from an installer named [redacted] who now owns his company AND who was the one that installed my pool. I said ok, I will give him a chance to make it right. Well he was a no call, no show TWICE. I called [redacted] who is the mgr at the Babock Store came across very arrogant and disparaging. He made me fee belittled like I was an ant he wanted to step on so that I would go away. I asked him when I was going to receive a call from a new installer and he said "I don't know. You're on the list." The way he speaks to me is degrading and condescending. All I want is my pool installed properly. Is that too much to ask?Desired Settlement: I would like them to replace my swimming pool with a brand new one. I had everything that was needed to install my swimming pool so this should of been done correctly and I shouldn't have to go through this hassle.

Business

Response:

Review: Purchased pool and went to pick up 2 days later brought it back home and found that there was no liner that I paid for. After a few phone calls they agreed to give me one, "but they know that the guys in the warehouse dont forget to load anything". Then after 3 weeks of waiting to have it installed, install time was 8am, The day of the install comes and at 10am I get a call saying that they would be here at 4-5pm. around 5:15 I get another call saying they would be here in 1 hour, well 2 hours later they show up and 1 installer smelled like booze and couldnt walk up the hill. Then they tell me that it would be an additional $475 to remove dirt and the price that I was quoted was wrong also It wasnt $800 it was $875 plus $475 to remove dirt also told that the patio stones I was told to buy in the store was wrong also and they wouldnt use them and had to get new ones. They then started to leave and 2 of the workers were saying that I am trying to rip them off and we should do the install right if we have to do it at all.Desired Settlement: business to be shut down

Business

Response:

To whom it may concern,

Response to [redacted] # [redacted]

This customer purchased one of our end of the season closeout pools. Pool and liner only. There was a mistake at the warehouse and the customer picked up his liner a day or two later. Problem solved.

As far as install, the gentleman contacted Pittsburgh pools an independent install company that charges an average of $800 for labor and $25 per inch over 4 inches for digging the site level. Customer provides sand, block and water always. Mr. [redacted] mentioned to the owner of [redacted] that he was informed that a 1 digging was included and had it written down . The owner of [redacted] asked to see the paper work, which he knew didn't exist, and was told it was lost. So the customer was not being truthful with the install crew from the beginning.

When it comes to any other claim of drinking or wrong size patio stones, they say it was untrue.

I sold this Mr. [redacted] his pool. Or rather, did the paperwork for his purchase. These pools sell because of price not because of sales tricks or lies to a customer. The Pool was on closeout.

The customer's resolution to his claim seems a bit unrealistic. I am not sure if we can satisfy his request. I don't think we can close our doors because a customer is confused. For 17 years I have been trying to do right by my customers. Some people have honest misunderstandings and some are trying to take advantage of the situation. It is hard to determine some times.

If the customer would have paid for the digging, which he knew was an additional charge for the install, he would be swimming right now.

Thank you,

SPD Zelienople

Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have another installer doing the pool now and the skimmer that was sold to me was also wrong, I was told I needed a wide mouth skimmer and it is only a regular opening, If this was told to me before the purchase I would not have purchased a new skimmer because I already have a new regular mouth skimmer from my previous pool. As for the claim that it was only $25 per inch of digging I was told that it was $32 per inch so who is lying the installers or [redacted]? Also my wife and myself both smelled the alcohol on the worker and also saw him stumbling while walking up the hill. And Finally [redacted] claims that [redacted] is an independent contractor then please tell me why their website goes to Swimming Pool discounters and when you do a search online they have the exact same address. How can they be independent but all the same info. Dont care what happens to the business they are a horrible business and need to be reported and it needs to be know that they dont stand behind the products they sell or the "contractors" they have for their installs. Real businesses that care about return customers show it by making things right not by claiming the customer is wrong about the whole experience, I hope they change their business practice for the better for the customers that chose to shop there in the future but this person will not be ripped off again.

Regards,

Review: We have a 16 X 32 in ground swimming pool. In March 2013, we ordered a new liner to be installed and were quoted 4 weeks from order to installation. The first liner came in, and the contractor tried installing, and it was too short - incorrect dimensions ordered. The second liner came in, and was installed approximately 8-9 weeks after ordering. Last month, while swimming, I noticed two locations on the pool wall where screws were protruding into the liner. I contacted Swimming Pool Discounters and advised, because I did not want them poking holes in the liner. [redacted] from Swimming Pool Discounters advised they would take care of the problem, and she would send [redacted] ( The contractor ) out. He arrived, and looked at the situation... I was on my back porch when I heard him start to yell and swear. I overheard his conversation on the phone with [redacted] that he poked two holes in the liner. He advised he would patch them... I told him I wanted a new liner installed with filling the pool with water included - this time installed correctly. [redacted] originally advised it would be taken care of at no charge. I finally got them to call back today, Thursday, 8/29. [redacted] said insurance would not cover, and I have to wait until he has enough money in his own pocket to order the liner and install. This is unacceptable. I had a new liner installed for approximately 3 weeks before Swimming Pool Discounter's contractor came back to fix a problem due to incorrect installation. Now, a two holes in a liner, and I have to wait until????Desired Settlement: New liner CORRECTLY installed at no charge including filling the swimming pool with water AT NO CHARGE as [redacted] from Swimming Pool Discounters advised. I have a trail of text messages from [redacted] stating this was the case.

Business

Response:

Swimming Pool Discounters

2621 West State St

New Castle, PA 16101

###-###-####

In response to ID # [redacted] this issue is being investigated, and will be resolved, soon. It is our company policy, if a liner is installed and a minor issue occurs, then the companies we use for installation, are to return to the jobsite and repair the issue. This liner does not have a hole in any area that will ever touch water, and will, in no way, be able to cause an issue to the integrity, or the warranty of the liner. Our company will be providing this customer with a letter stating if, during the original warranty of this liner, anything would happen to fail, in the area in question, then our company would stand behind this issue.

The liner was not installed incorrectly.... This pool had existing coping/liner track on it, and the screws that were originally put in by another company, were not the correct screws. The screws rusted, and our company attempted to remove some of them, and added the correct amount of painted-stainless steel screw to correct the issue of the track falling off the wall.

In the process of doing this, it is possible a couple of the rusted screw heads broke off, and fell behind the wallfoam, and the wall. This is not an INCORRECT installation, this is a result of correcting an incorrectly installed liner track, from a previous company.

The water in the pool, is too high, and when the installer tried to pull the liner bead out of the track, he did happen to slip with a screw driver, and put a 1/4" size hole in the very top of the liner, on the bead. This is the part of the liner that goes into the track, and will not even touch water, so the installer is correct in putting a small 1/4" patch on the top, and heating it so it seals to the bead.

Our company will resolve this very soon. The installers will go out, pump 6,000 gallons of water out of Mr. [redacted]' pool, remove the 2 objects from behind the wallfoam & liner, put the water back into the pool, and patch/heat the 1/4" slice/hole in the bead, and provide a warranty letter to the customer.

Thank you,

Manager-SPD New Castle

###-###-#### -phone

###-###-####-fax

[email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In reference to Swimming Pool Discounters response to ID96378, we reject the response.

When a consumer spends over $4,000 on a new swimming pool liner, and pays for the pool to be re-filled, we do not consider screws protruding out of the side wall, and (2) 1/4" size holes in the liner a "minor issue". The pool still has two locations on the sidewall that have screws protruding into the pool placing a stress on the liner at those two points. Additionally, it was Swimming Pool Discounter's work crew that put the two holes in the liner while trying to correct the problem that should not have occurred in the first place. If the water was too high, why would the installation crew leader even attempt to remedy the problem?

We do not dispute the fact that the coping was coming away from the wall due to an incorrect installation 12 years ago by another company. That's why we hired and paid Swimming Pool Discounters to install a brand new liner correctly with the right hardware and solidly fasten the coping to the walls. Typically, an inspection would have taken place to see if there were any old screws coming out of a wall. Swimming Pool Discounters was paid to correctly install a brand new liner correcting issues with incorrect hardware. When the installation crew came to inspect the locations with protruding screws, the comment was made "I thought I looked at all the screws to make sure everything was taped correctly". Obviously, this location on the pool was missed.

The (2) 1/4" holes that were put in the new liner by the installation crew leader ( Pat ), are located below the bead, and is not on the part of the liner that goes into the track. This location of the holes is subject to splashing water and does pose an integrity issue to a brand new liner. As the consumer, we paid for a brand new liner to be correctly installed, and inspected prior to filling with water. Our expectation is to have what we paid for... a liner with no integrity issues that has any chance that it can be compromised. We have been lead to believe since 7/26/13 that would be the case. It was not until 8/28/13 when [redacted] advised that the claim was denied by the installation contractor's insurance, and that we would have to deal with him directly. Again, as a consumer, we deem that to be unacceptable. Payment was made to Swimming Pool Discounters, and not to an installation contractor.

On 8/29/13, the installation contractor ( PAT ) informed me that he would draft a letter stating the liner would be replaced and the pool filled with water at no cost to us. BUT... he was going to have to pay for it, and did not have any idea when he would have the funding to do so. As the consumer, I advised our expectation was that a liner was to be installed prior to the start of the Summer 2014 swimming season. He would not commit to anything, and as of Friday, 9/13/13 we still do not have a letter from Swimming Pool Discounters or [redacted] ( Installation Contractor ).

This response written to the Revdex.com is the first communique we as the consumer have received since 8/28/13 when April with Swimming Pool Discounters advised we would have to deal with the installation contractor directly. As the consumer, we deem the response of "patching and heating the liner" to be completely unacceptable as the liner's integrity has been compromised.

As the consumer, it would be very difficult to recommend Swimming Pool Discounters as a reputable operation that puts customer satisfaction as the head of it's business philosophy. Needless to say, this has been a disappointing process.

Sincerely,

Business

Response:

In response to ID # [redacted], the issues with this liner installation have been resolved. The original crew went back to this customers' residence, they drained water from the pool, held it in a holding pool, pulled the liner out of the track, and removed the 2 "rusted screw heads" that were behind the liner. There is no damage to the areas where the screw heads were, and the reason they were there was not that the liner was incorrectly installed, it was from vac-ing the liner, and the incorrect screws being used by a previous installer, therefore the suction pulled the screw heads out of the track, and they fell behind the liner, after the installation occurred. Therefore, the crew fixed the issues, they sealed & patched the minor 1/4" poked hole that was in the bead of the liner, and this hole will in no way effect any of the integrity of the liner.

Therefore, the liner is repaired, the customer did not have to pay for any water removal, and re-fill, and this customer will be able to enjoy the new liner, for many years!

Sincerelv.

[redacted]Manager SPD - New Castle, PA

Consumer

Response:

Review: I called the Swimming Pool Discounters to have someone come out to look at my pool due to liner leaking and the outside of the pool rusting. The pool is 2 years old and with the rust going through to the liner, I wanted some one to come out to look at it. I was asked for the paperwork and a warranty number which I unfortunately misplaced and I was not able to produce the information. [redacted] who I was speaking to was rude and disrespectful and he told me he could not do anything until I found the paperwork. I was also told that none of my information was stored on a computer but was located in a storage box and he would look when he had time. He was screaming at me on the phone that I needed to find my paperwork and that he could not help me.Desired Settlement: I feel that since I could not get any help and this pool liner and pool is only 2 years old, this should not happen. We should not be treated in this manner and I am asking for a refund for the liner that should have lasted for more than 2 years and the pool itself never should have rusted through the liner in this short of time.

Business

Response:

Review: In September of 2014 I purchased a pool with my visa. Payment was taken out within 24 hours. I was told installation would cost 700.00.

In April of 2015 I contacted Bob, the guy who sold me the pool because people I referred their to purchase pools long after I had were getting their pools installed.

Bob had problems finding my purchase order. I was on the phone with him and he was looking in all kinds of files for my purchase slip. He put me on hold for several mins. Finally came back on and said he found it and would have installer contact me asap.

2 days went by I emailed Bob and that evening installer called.

A week later Shawn the installer came to inspect property for where the pool was going. It pretty much was leveled from a previous pool that was there. He states installation was going to cost 825.00 at that time and I said there was a discrepancy in price I was quoted. He said to contact the salesman. And then seen my husband had the tiller for the garden and asked for him to till a certain area and level it. Also asked if there was a good sand supplier. Said he needed 250.00 up front.

Came in the house wrote out receipt we initially set it up for May 15th a week later. I had to call installer the 14th because he said with the jobs he was doing n some rain it may be delayed. I Called to see if he was on schedule because of a death in the family. He said he was a few days behind anyways and for me to contact him the following Monday night. I did and he then proceeds to tell me I need to purchase the sand and level the expanded area and remove all rocks n stones. So furious my husband and I did so because at this point we just wanted the pool in for our grandchildren. Then installer calls and asks if Wednesday or Thursday would be good which was now 2nd week in june. Asked if sand was purchased we said yes n then we were told we need 10 blocks n were given the size. Also asked if we got sand to the middle of area where pool was going.

It is now June 16, 2015 there is still no pool and I have emailed Bob and left a message for the installer. Neither one has returned a message. We want our pool installed. And believe the cost of installation should be lowered due to us doing all the "leg work" for the installer.

Business

Response:

RE: [redacted]Please find my response in regards to [redacted] complaint below.As we explain to all customers-we do not install pools and our contracts state that clearly. We do tell customers we work with some independent contractors and can give the contractors the customer's information if they wish and that they in turn can work directly with the independent contractor.I have talked to the installer the customer is dealing with just recently and the installer has informed me that the job site is not ready for him to install and once the site is ready he would go back and install the pool.Hopefully this resolved this matter.Respectfully, Bob P[redacted]Swimming Pool Discounters

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

August 1, 2015Revdex.com of Western PennsylvaniaAttn Mrs, Joyce Palmer Edwards400 Holiday Drive Suite 220Pittsburgh, PA 15220RE: [redacted]Please find my response in regards to [redacted] complaint below.We did ship the pool to the New Castle location on July 22nd 2015 at no additional charge to Mrs. [redacted]. Mrs. [redacted] was contacted by the staff that her pool was available for pickup.We consider this matter closed. If you have any additional questions please contact me at once.Respectfully,Bob P[redacted]Swimming Pool Discounters.

Review: I Ordered a Top Of The Line RESIN Swimming Pool and They Brought a Bottom of the Line of a Different Manufacture

Swimming Pool. And Refuses to give Me My Money Back or Rectify this in a Satisfactory or Timely Manner. Or Get the wrong Pool Out of My Yard so I can Get a Pool from elsewhere in Here SoonDesired Settlement: For Them to Refund All Money's Paid to Them and Get this pool out of Yard This Week May 24-30th and to treat Their Customers with a little Respect!!!

Business

Response:

RE: [redacted]Please find my response in regards to [redacted]s complaint below.There was a mix up with the independent contractor taking the wrong pools out to 2 sites and mixing up the pools on the installs in which Mrs. [redacted]s pool was installed at another site. We tried to offer Mrs. [redacted] several resolutions to the matter and she demanded that we install the closeout pool we sold her. We explained to her that we would order her the correct pool, but it may take 5 to 6 weeks to get in from the manufacturer. We also explained that we would need her permission to remove the pool that was installed so that we could still salvage the pool that was installed. To date we have not received permission.We will give her the correct pool once it arrives - but we still need permission to remove the wrong pool - otherwise she has to keep it.Hopefully this resolves this matter.Respectfully,[redacted]Swimming Pool Discounter

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. RE: [redacted]