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Tony Brown Goodyear

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Tony Brown Goodyear Reviews (6)

Each customer that purchases a salt system with their new pool signs a Salt Disclaimer.  We provide a Customer Care Manual that includes information on their equipment, water chemistry and chemical balancing.  We also schedule a Pool School appointment with each new customer where we...

explain how to use all of their equipment, maintain the pool and how to use the chemical system that they purchased.We have tried to work with the [redacted] and have provided them with an estimate to replace their liner.  They did not bring in water samples to have their water tested until June 2015 and the alkalinity level at that time was extremely low.   We would have provided them with a print out of the results and recommended chemicals to correct the levels, but they have never purchased any balancing chemicals from us.  We have no way to monitor what chemicals they have been adding to their pool over the years or how they are using their salt system.Attached are documents signed by [redacted] along with a copy of the manufacturer's liner warranty.  Fading is not a warranty issue and is not covered under Colley's 5 Year Colley Coverage Policy.

Revdex.com spoke with the business who advised they stand behind their initial response.  Please find attached the information requested.

We have a follow up appointment scheduled tomorrow.  Our showroom is open 7 days a week, but the service department operates on different hours.   The manager spoke to the customer today and the technician will resolve the problem tomorrow.

Colleys did not offer to do anything about the complaint. Colleys states that the damage to the liner was from “chemical misuse”. We claim that because Colleys assumed the care of our pool when they required us to have them open and close the pool to keep warranty valid that it was their responsibility to care for it correctly. The Latham website states that certain liners can be bleached white in a matter of hours. We have asked Colleys to confirm if the liner that was installed in our pool is subject to this. If the chemicals were misused than Colleys did this because they were the ones putting in the chemicals. We have all of our receipts for opening and closings and they show that Colleys put many chemicals in the pool numerous times. They do not provide the names of the products used nor the ingredients or instructions. We trusted that they were knowledgeable about the various pool liners and the impact of chemicals on them. They are  a pool dealer, installer and have a high rating on Revdex.com website. We had no idea that a pool liner could be installed in a pool with such concerns (color fading – see attachment from Latham website)   and if we had been advised prior to installation we would have insisted on a pool liner without these concerns. We have been advised that the liner should last approximately 20 years. Our liner was only four years old and it was damaged. Colleys states that a faded liner poses no health concerns. I would like to see something in writing that states this. Our liner is not faded – it is bleached white and has peeling and flaking of pattern design at the top border of the pool. The document I attached from their Clarence store refers to chemicals that were sold to us in July of 2015 and there are remarks about pools with bleachable surfaces. They obviously know this can happen – they just do not tell the customers and do not keep records that certain liner colors and patterns are in certain pools. Is it possible that we are the only customer with this liner???  It is possible, than if that is the case and they say we are the only one with this issue than it shoud be of little disruption to fix the issue. If Colleys really put it customers first like its slogan says it would have advised of what to do to prevent further damage and they should want to find out why this happened. The Colleys representatives deny that this bleaching could have happened when they put mixtures of chemicals in our pool. Colleys says they open and close many pools  - if my pool is the only one than I suggest that it is because of the color/pattern of the liner they installed which requires  special treatment according to the Latham website or it has some type of defect. This should not be happening to a product that is less than five years old. The Colleys representatives should have been aware (and I believe that they are) and special precautions should have been taken when this liner was “shocked” and when they were recommending chemicals after water testing. Colleys does not follow the opening and closing instruction on the websites for the vinyl liner companies. Colleys states that they misused chemicals. Colleys says it is not a warranty issue – but they gave us the Canada Warranty telephone number to contact when they came out indicating that the liner was defective. The customer care manual they refer to has no information regarding the manufacturer or care of the pool liner. We have requested this several times. There was never any information given to use other than the pattern name and serial number on the contract. We have never been given any warranty information. We did not even know the name of the liner dealer/ supplier until this happened. No reference to this is in our information provided from Colleys. The Latham and [redacted] websites indicates that a warranty card must be filed with them within 30 days.  They state that the product has a prorated 25 year warranty. We were never given the warranty card or information regarding the name of dealer or manufacturer. When we attempted to follow up with the Canada Warranty company we were told that the agent (Dondol) no longer worked there and now we are required to use the U.S. Warranty company. The warranty they sent us is from Latham Splash Canada. If it is not a warranty issue than why did they give us this telephone number??? I think that there is a pool scam going on because the woman from supposed US warranty department says we have to deal directly with the Colleys people – specifically someone named Adam.  What kind of companies do business with dealers on first name basis? This person refuses to have a supervisor review the issue even though the Canada department was determining if there were recalls on the material or if it had been previously determined as defective. Canada offered to send a new liner at discounted cost to Colleys for their installation. Colleys does not want to do the job and make good on a product that they damaged. Colleys never provided any written information to us after inspection of the pool liner (report, estimate for repair, replacement cost and timeframe, etc.) We contacted Jean M B[redacted], Project Manager Renovations Division in June and were told by telephone that the liner would be prorated, than we were told in an email “   I checked into the liner issue and found that the only thing pro-rated for a pool liner is if one of the seams should split. No other issues are covered.  I've scheduled our Renovation Superintendent Adam Trawinski on Thursday to look at the liner and see what he thinks may be done. If it is unrepairable, he will give you a quote for a liner replacement.  I don't know when Adam will arrive, as he checks on and works with his renovation crews. Please leave the gate unlocked if no one will be at home, so he can go in to the pool area. I will send his findings to you as soon as I receive them, usually the next day. Thanks so much, [redacted] Than we got this email “Hi [redacted]   I have scheduled our Renovation Superintendent Adam T[redacted] to come tomorrow. It will likely be in the afternoon before he arrives. Please wait to see what he has to say before contacting [redacted]. He will have the liner # and information for you. If you will not be at home, please leave the gate to the pool area unlocked. I will send you his recommendation as quickly as I receive it from him.” Thanks very much for your patience, [redacted]

We have resolved this matter with the homeowner and [redacted]. Please see the attached letter. Attached letter:April 22, 2015Colley’s Pools and SpasRef: Warranty liner ResponseTag: Scarpace            We humbly apologize for the poor...

response in regards to the Scarpace Warranty liner.   In the closing down of our Ajax plant, our warranty co-ordinator was let go and there was confusion on the roles that current staff would fill between the hiring and training of a new co-ordinator.   We hope that the current resolution of the Scarpace liner is more than adequate and please notify us if there is anything further required. Regards[redacted]Technical Field SupportLatham Pool Products Canada[redacted]@lathampool.com

Attached are copies of the [redacted] pool contract, their 5 Year Colley Coverage Form, and a copy of the liner warranty.  The liner warranty covers seam separations only and specifically excludes any discoloration.All warranty documents are provided to our customers.  We also provide them...

with a Customer Care Manual and a Pool School appointment where all of the equipment and chemical usage is explained.  Our records do not show that they have come into our store for free water testing.  Our Pool School Technician recently met with [redacted] and inspected the liner again.  He confirmed that the fading is due to chemical misuse and is not a warranty concern.  A faded liner presents no health concerns.Colley's Pools opens and closes over 1000 pools each year and the same procedure is followed in each case.  Our opening and closing procedures do not in any way cause liners to fade.  The homeowners are responsible for the chemical use during the summer and we obviously can not monitor what they do.Our Renovation foreman has provided them with an estimate for a new liner.

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