The Pool House, Ltd.

Hello my name is [redacted] , owner of The Pool House, ltdin [redacted] ** I did receive a call from Mrs [redacted] on 5/15/ Here is a copy of my notes from that phone call that I put on their file immediately after hanging up with her [Mrs [redacted] called and stated that the liner installed years ago (2010) had ripped 6" above the water line above the skimmer area - exactly above a screw She has contacted the liner manufacturer and sent them pictures They are willing to send her a new liner at a discounted price I asked her what she wanted from us and she expected us to put the liner in at no cost because "obviously we had put it in wrong from the get go" I informed Mrs [redacted] that "no a liner that doesn't fit, you will know immediately, it would not take years for to rip There are many factors that could contribute to a rip in the liner, the very cold, rough winter we had, the water balance and how far they were taking down there water in the winter, I don't believe it could have happened because the liner doesn't fit" She said "well I disagree" She said "I can tell what happened above the skimmer and it's never been right" I asked if they had ever complained or called us about it being too tight She said she had not because she didn't know it was a problem and she was new to this pool stuff So I asked how she could NOW "know" it was a problem and she said because she has had other pool companies (i assume other companies - she actually said "other people") come out and they told her it was too tight there at the skimmerI disagreed with her again and she stated more about how obvious it was, etcshe was beginning to get beligerent so I said "well now that you know all about liners you can open a pool store too" She said she would call the Revdex.coms and we WOULD replace her liner I said "yes ma'am feel free to do that and I'm sorry have a nice day" She huffed and hung up the phone]I believe I was very patient and kind in the beginning but once Mrs [redacted] started getting hateful I did get snippy with her I don't feel we owe the ***'s any compensation because the liner manufacturer is sending her an "exact replica" of the liner we ordered years ago That means the liner we measured You do not just call up and order a liner, you must take approx different measurements to get an exact fit on each and every liner to ensure proper fit The liner manufacturer obviously believes the liner fit properly, otherwise they would not send an exact replica The liner can only go in one way, and skimmer faceplates can only be put on one way - if put on wrong it wouldn't fit If something had been done wrong with the screw at the skimmer it would have leaked The ***'s have never complained that the liner did not fit or that there had been a leak problem We have been in business since The installation crew that put the ***'s liner in includes [redacted] , owner of The Pool House who has been installing and working on pools since He is very knowledgable and proficient at his job He prides himself on not making mistakes, especially at the expense of homeowners - we understand that in this economy money is important to people and we try to protect there investments That is not to say we do not make mistakes, certaintly we do, however in this case, even without looking at the liner, I can say ABSOLUTELY there is nothing we could have done differently to ensure this wouldn't have happened We hate it happened, and wish the ***'s the best and good luck at getting the new liner installed Because the original liner fit well, and there were no problems I will not compensate them any money They have a warranty from the manufacturer and it seems the manufacturer is working fairly with them With any job we give a year labor warranty - this is well beyond that amount of time ~ [redacted] , Owner The Pool House, ltd

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
First I would like to say that I was NOT in any way belligerent to ***I started by trying to explain to *** what the issue wasShe then stated, 'so you want us to put in a new liner'...That is when I stated, that I would like to either send her pictures, or have someone come out and look at itShe then stated ' you have no warranty'.' It was only good for a year'I then tried to explain that I did not think a liner should have to be replaced in years when the liner itself is warrantied for years(and this I do not need to be a professional pool installer to know), as she referred to me many times as I spoke Who pays 3-thousand dollars for a liner to be installed to turn around and spend another 3-thousand years later? The rip starts under the skimmer plate as I stated to Amy on the phoneI did state to her that I felt it may be an installation issue It is obvious to anyone's eye that the rip starts where the screw went inIf she would of been open to seeing pictures she would know better what she is talking aboutBut she was not interested is seeing pictures or sending someone out to see for themselvesIf I had been granted the opportunity to tell her that this rip is approx inch from the top of the pool, there is no water at that levelIt has nothing to do with the water level of the pool, or chemicals used (and I do not need to be a professional pool installer to know this). I also stated to her that the liner looks as tho it pulls a bit in that area. She said why didn't you call? I stated that I did not know that I was suppose to call if it looked like the liner was pulling, I did not know this was an issue that I should look for, had I known this I would of calledThere where no instructions of anything to watch forI have NEVER dealt with a company that does not want to at least SEE what the issue isNOT once did I ever state that I wanted them to come out and replace the liner at no costAt this point, I DO NOT WANT THEM ON MY PROPERTY! All I was trying to do at that point was get someone to look at what I was talking about I could not even get that far with ***She was rude, arrogant, and spoke over meTo me a reputable company is one that will at least look at what the issue is, not just argue and name call the customerThat is when I told her I would just contact the Revdex.comI am NOT satisfied with her offer.Thank you,*** ***

Hello my name is [redacted], owner of The Pool House, ltd. in [redacted].  I did receive a call from Mrs. [redacted] on 5/15/15.   Here is a copy of my notes from that phone call that I put on their file immediately after hanging up with her.  [Mrs. [redacted] called and stated that the...

liner installed 5 years ago (2010) had ripped 6" above the water line above the skimmer area - exactly above a screw.  She has contacted the liner manufacturer and sent them pictures.  They are willing to send her a new liner at a discounted price.  I asked her what she wanted from us and she expected us to put the liner in at no cost because "obviously we had put it in wrong from the get go"  I informed Mrs. [redacted] that "no a liner that doesn't fit, you will know immediately, it would not take 5 years for 1 to rip.  There are many factors that could contribute to a rip in the liner, the very cold, rough winter we had, the water balance and how far they were taking down there water in the winter, I don't believe it could have happened because the liner doesn't fit"  She said "well I disagree"  She said "I can tell what happened above the skimmer and it's never been right"  I asked if they had ever complained or called us about it being too tight.  She said she had not because she didn't know it was a problem and she was new to this pool stuff.  So I asked how she could NOW "know" it was a problem and she said because she has had other pool companies (i assume other companies - she actually said "other people") come out and they told her it was too tight there at the skimmer. I disagreed with her again and she stated more about how obvious it was, etc... she was beginning to get beligerent so I said "well now that you know all about liners you can open a pool store too"  She said she would call the Revdex.coms and we WOULD replace her liner.  I said "yes ma'am feel free to do that and I'm sorry have a nice day"  She huffed and hung up the phone]. I believe I was very patient and kind in the beginning but once Mrs. [redacted] started getting hateful I did get snippy with her.  I don't feel we owe the [redacted]'s any compensation because the liner manufacturer is sending her an "exact replica" of the liner we ordered 5 years ago.  That means the liner we measured.  You do not just call up and order a liner, you must take approx 15 different measurements to get an exact fit on each and every liner to ensure proper fit.  The liner manufacturer obviously believes the liner fit properly, otherwise they would not send an exact replica.  The liner can only go in one way, and skimmer faceplates can only be put on one way - if put on wrong it wouldn't fit.  If something had been done wrong with the screw at the skimmer it would have leaked.  The [redacted]'s have never complained that the liner did not fit or that there had been a leak problem.  We have been in business since 1988.  The installation crew that put the [redacted]'s liner in includes [redacted], owner of The Pool House who has been installing and working on pools since 1993.  He is very knowledgable and proficient at his job.  He prides himself on not making mistakes, especially at the  expense of homeowners - we understand that in this economy money is important to people and we try to protect there investments.  That is not to say we do not make mistakes, certaintly we do, however in this case, even without looking at the liner, I can say ABSOLUTELY there is nothing we could have done differently to ensure this wouldn't have happened.  We hate it happened, and wish the [redacted]'s the best and good luck at getting the new liner installed.  Because the original liner fit well, and there were no problems I will not compensate them any money.  They have a warranty from the manufacturer and it seems the manufacturer is working fairly with them.  With any job we give a 1 year labor warranty - this is well beyond that amount of time.  ~[redacted], Owner The Pool House, ltd.

Review: The Pool House service repairman came out and fixed the hot tub and left. Then that very evening the hot tub quit working again. Now it doesn't run at all. We paid $85.00 for a service call and unable to use our hot tub. The hot tub should have warranty manufacture on it. We bought our Baja Hot Tub back in August of 2011. Pool House isn't coming back out to service us again unless we pay another $85.00 service charge. We haven't gotten results satisfactory on the first visit. Why should we pay for another visit? We as consumers paid for a service and didn't receive it accordingly. This company should honor their quarantee of service.Desired Settlement: No cost in visit and fix the tub so we can enjoy their product we bought from [redacted] in [redacted] VA. The Pool House, LTD. is the service repairmen on these hot tubs. We would like for them to repair our tub.

Review: I moved in with my father in-law in 2010. He has since passed away and my husband and I took ownership of the house. When I got here he was having a new liner installed in the pool by the Pool House. This year when I opened the pool the liner has a foot long rip, and it starts where a screw was installed. I called the manufacturer of the liner who's warranty is 17 years. I sent them pictures, and they stated that they only cover seams, but they obviously felt there was an issue, because they offered me a new liner at an extremely reduced price. I then called the Pool House to see if they would take a look what why was going on and possibly be a stand up company and offer some assistance where as it is clearly an installation issue. A pool liner that has a 17 year warranty should not rip where this liner ripped in 5 years. When I called I got a woman named [redacted]. As soon as I started telling her what was going on she got very belligerent and rude. I asked if I could send a picture, she said Oh, so now you are a pool installer". It is very disturbing to know that a built in pool liner that cost over 2,500.00 would only last 5 years. I have checked and this situation should not of happened. I would of thought that the Pool House would of at least offered to come out and see what was going on...No, nothing, just a very rude woman who wanted to fight me with words. I would like some kind of compensation. Obviously there is an issue if the liner company is offering to assist in the price of the new liner.Desired Settlement: I feel that this was an instillation issue. And for them to say oh well it happens. 2,500.00 for a liner that is suppose to last 17 years. That is a lot of money for just 5 years. I feel that the Pool House is at least responsible for the cost of the new liner at the 1,013.00 that the liner company has offered me a liner for. I will have it installed by someone else at this point. I tired to talk to the people there, to at least come out and look. I can send pictures as I offered to do with the Pool House. Why would the liner company compensate me if they did not feel there was an issue. It is very obvious how this liner ripped.

Business

Response:

Hello my name is [redacted], owner of The Pool House, ltd. in [redacted]. I did receive a call from Mrs. [redacted] on 5/15/15. Here is a copy of my notes from that phone call that I put on their file immediately after hanging up with her. [Mrs. [redacted] called and stated that the liner installed 5 years ago (2010) had ripped 6" above the water line above the skimmer area - exactly above a screw. She has contacted the liner manufacturer and sent them pictures. They are willing to send her a new liner at a discounted price. I asked her what she wanted from us and she expected us to put the liner in at no cost because "obviously we had put it in wrong from the get go" I informed Mrs. [redacted] that "no a liner that doesn't fit, you will know immediately, it would not take 5 years for 1 to rip. There are many factors that could contribute to a rip in the liner, the very cold, rough winter we had, the water balance and how far they were taking down there water in the winter, I don't believe it could have happened because the liner doesn't fit" She said "well I disagree" She said "I can tell what happened above the skimmer and it's never been right" I asked if they had ever complained or called us about it being too tight. She said she had not because she didn't know it was a problem and she was new to this pool stuff. So I asked how she could NOW "know" it was a problem and she said because she has had other pool companies (i assume other companies - she actually said "other people") come out and they told her it was too tight there at the skimmer. I disagreed with her again and she stated more about how obvious it was, etc... she was beginning to get beligerent so I said "well now that you know all about liners you can open a pool store too" She said she would call the Revdex.coms and we WOULD replace her liner. I said "yes ma'am feel free to do that and I'm sorry have a nice day" She huffed and hung up the phone]. I believe I was very patient and kind in the beginning but once Mrs. [redacted] started getting hateful I did get snippy with her. I don't feel we owe the [redacted]'s any compensation because the liner manufacturer is sending her an "exact replica" of the liner we ordered 5 years ago. That means the liner we measured. You do not just call up and order a liner, you must take approx 15 different measurements to get an exact fit on each and every liner to ensure proper fit. The liner manufacturer obviously believes the liner fit properly, otherwise they would not send an exact replica. The liner can only go in one way, and skimmer faceplates can only be put on one way - if put on wrong it wouldn't fit. If something had been done wrong with the screw at the skimmer it would have leaked. The [redacted]'s have never complained that the liner did not fit or that there had been a leak problem. We have been in business since 1988. The installation crew that put the [redacted]'s liner in includes [redacted], owner of The Pool House who has been installing and working on pools since 1993. He is very knowledgable and proficient at his job. He prides himself on not making mistakes, especially at the expense of homeowners - we understand that in this economy money is important to people and we try to protect there investments. That is not to say we do not make mistakes, certaintly we do, however in this case, even without looking at the liner, I can say ABSOLUTELY there is nothing we could have done differently to ensure this wouldn't have happened. We hate it happened, and wish the [redacted]'s the best and good luck at getting the new liner installed. Because the original liner fit well, and there were no problems I will not compensate them any money. They have a warranty from the manufacturer and it seems the manufacturer is working fairly with them. With any job we give a 1 year labor warranty - this is well beyond that amount of time. ~[redacted], Owner The Pool House, ltd.

Consumer

Response:

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

Regards,

First I would like to say that I was NOT in any way belligerent to [redacted]. I started by trying to explain to [redacted] what the issue was. She then stated, 'so you want us to put in a new liner'...That is when I stated, that I would like to either send her pictures, or have someone come out and look at it. She then stated ' you have no warranty'.' It was only good for a year'. I then tried to explain that I did not think a liner should have to be replaced in 5 years when the liner itself is warrantied for 17 years. (and this I do not need to be a professional pool installer to know), as she referred to me many times as I spoke.. Who pays 3-4 thousand dollars for a liner to be installed to turn around and spend another 3-4 thousand 5 years later? The rip starts under the skimmer plate as I stated to Amy on the phone. I did state to her that I felt it may be an installation issue. It is obvious to anyone's eye that the rip starts where the screw went in. If she would of been open to seeing pictures she would know better what she is talking about. But she was not interested is seeing pictures or sending someone out to see for themselves. If I had been granted the opportunity to tell her that this rip is approx 1 inch from the top of the pool, there is no water at that level. It has nothing to do with the water level of the pool, or chemicals used (and I do not need to be a professional pool installer to know this). I also stated to her that the liner looks as tho it pulls a bit in that area. She said why didn't you call? I stated that I did not know that I was suppose to call if it looked like the liner was pulling, I did not know this was an issue that I should look for, had I known this I would of called. There where no instructions of anything to watch for. I have NEVER dealt with a company that does not want to at least SEE what the issue is. NOT once did I ever state that I wanted them to come out and replace the liner at no cost. At this point, I DO NOT WANT THEM ON MY PROPERTY! All I was trying to do at that point was get someone to look at what I was talking about. I could not even get that far with [redacted]. She was rude, arrogant, and spoke over me. To me a reputable company is one that will at least look at what the issue is, not just argue and name call the customer. That is when I told her I would just contact the Revdex.com. I am NOT satisfied with her offer.Thank you,[redacted]