True Blue Swimming Pools

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Unfortunately the response from the company is not truthfulI called SEVERAL times to speak to [redacted] and never got a return phone call AFTER he had told me he would reach out to representative of [redacted] I called so many times without a return phone call I finally called [redacted] myself and they said the ONLY way they warranty the liner is if it tearsThey also informed me that they DO NOT deal directly with the customer they ONLY deal with the companies that sell their product I need to call True Blue, after I explained how many times I had called with no response they said they will make some callsI also had taken pics AFTER we closed the pool due to the fact that NO ONE responded before that back in julyAfter writing this complaint the [redacted] FINALLY called me and said that he will not do anythign it looks like chemical damageI asked for HIM specifically to come out and look because it wasnt only the wrinkles in the pool but also the stairs were not right, which we had showed [redacted] when he had come out in the beginning of the summer and TOLD US HE WOULD HAVE THE [redacted] COME OUT BECAUSE IT WAS DEFECTIVE [redacted] told me he would be out by me the following week on tuesday I told him I work till 6pm that day wouldnt work to call me when he will be out my me againHe has yet to call to come and lookAgain, they were very quick to come and take my cash but not come and take care of my concernsThe concrete work was only two patches for the skim lines which were done by True Blue and it was such a poor job THEY HAD TO BREAK UP AND REDO both patchesI am completely unsatisfied with their customer service their work and more so the amount of time this has taken In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I understand that *** covers ONLY seam damageI ALSO expressed my issue with the steps as wellI had contacted *** and sent pics to *** myself, your *** NEVER took picturesI didnt take pics of the steps because it isnt something you can see in a photo which was why I had asked the *** *** to come out and take a lookWhen I had explained the issues to *** they had explained it sounded like the liner wasnt measured correctly, which was WHY I wanted someone to come out
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,
*** ***

Regarding the complaint #***
This job was completed in and we had no correspondence from the customer until this year, The job was completed properly and there were no wrinkles in the corner of the liner I do not understand how the customer states that
she could not get a return phone call, and then lists the dates that she “talked to the company” twice?? My service ***, *** ***, in fact spoke to the customer, and also went to the jobsite to take a look at the linerHe reported his findings back to the office and it was our determination that the liner has suffered chemical damage, which in turn caused the wrinkling We have seen this before several times, and liners do not just wrinkle for no reason after two yearsThis is certainly not a workmanship issue, and if it was we would be happy to helpHowever, the only potential recourse would be from the liner manufacturer at this point, if the customer could show a defect in material, not self created by the customer *** told the customer the same information, and that it was not a warranty issue through our company, and also as a courtesy, contacted the manufacturer for themThe manufacturer is *** ***, and they were asked to contact the customer directlyThis is now out of our hands and is between the customer and *** *** to work out As for the concrete work, this is the first we are hearing about this, but it was only a couple of patches added, and patches in concrete will never match the original work in texture or color
As always, and as our record has indicated since 1991, we are committed to satisfying our customers to the best of our abilityPlease contact me if needed to clarify any of the above statements
Regards,
*** *** *** ***
***
*** *** *** ***
** ** *** *** ***
*** *** ** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
[Your Answer Here]
 Unfortunately the response from the company is not truthful. I called SEVERAL times to speak to [redacted] and never got a return phone call AFTER he had told me he would reach out to representative of [redacted]. I called so many times without a return phone call I finally called [redacted] myself and they said the ONLY way they warranty the liner is if it tears. They also informed me that they DO NOT deal directly with the customer they ONLY deal with the companies that sell their product I need to call True Blue, after I explained how many times I had called with no response they said they will make some calls. I also had taken pics AFTER we closed the pool due to the fact that NO ONE responded before that back in july. After writing this complaint the [redacted] FINALLY called me and said that he will not do anythign it looks like chemical damage. I asked for HIM specifically to come out and look because it wasnt only the wrinkles in the pool but also the stairs were not right, which we had showed [redacted] when he had come out in the beginning of the summer and TOLD US HE WOULD HAVE THE [redacted] COME OUT BECAUSE IT WAS DEFECTIVE. [redacted] told me he would be out by me the following week on tuesday I told him I work till 6pm that day wouldnt work to call me when he will be out my me again. He has yet to call to come and look. Again, they were very quick to come and take my cash but not come and take care of my concerns. The concrete work was only two patches for the skim lines which were done by True Blue and it was such a poor job THEY HAD TO BREAK UP AND REDO both patches. I am completely unsatisfied with their customer service their work and more so the amount of time this has taken.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

We apologize that this was not resolved in a more timely manner. It seems to have been overlooked during our busy season. The spa jet was replaced today, August **, 2016, and this should resolve the customers complaint

Our warranty on liners is a standard one year workmanship warranty and this liner was installed properly in 2012.  I do not know how to make this any clearer: Any potential claims regarding the liner material are dealt with by the manufacturer only. [redacted] from [redacted] company was contacted by our [redacted] and pictures of the consumer's issue were emailed to her. The response was that this is not a warranty issue from the manufacturer, as it was not a defect in material or seam separation. This is the extent of what is covered under their warranty. I will be happy to look at the liner myself when the cover is removed in the spring, but there is nothing that I can do to help this consumer other than offer them a new liner at a discounted rate, and point out the guidelines for proper care of a vinyl liner.  Also, please use my direct email only, as copied above.

Review: have had a terrible experiance with them so far, from the concrete work having to be re-done and still looking terrible to now the new liner wrinkling in the corners. The worst part is I have been trying to contact them and resolve this since august! I have called several times and nor the [redacted] or [redacted] has called back as of today. We spent a lot of money for a job that is below average at best.Desired Settlement: I want the issue repaired and resolved.

Business

Response:

Regarding the complaint #[redacted]

This job was completed in 2012 and we had no correspondence from the customer until this year, 2014. The job was completed properly and there were no wrinkles in the corner of the liner. I do not understand how the customer states that she could not get a return phone call, and then lists the dates that she “talked to the company” twice?? My service [redacted], in fact spoke to the customer, and also went to the jobsite to take a look at the liner. He reported his findings back to the office and it was our determination that the liner has suffered chemical damage, which in turn caused the wrinkling . We have seen this before several times, and liners do not just wrinkle for no reason after two years. This is certainly not a workmanship issue, and if it was we would be happy to help. However, the only potential recourse would be from the liner manufacturer at this point, if the customer could show a defect in material, not self created by the customer. [redacted] told the customer the same information, and that it was not a warranty issue through our company, and also as a courtesy, contacted the manufacturer for them. The manufacturer is [redacted], and they were asked to contact the customer directly. This is now out of our hands and is between the customer and [redacted] to work out. As for the concrete work, this is the first we are hearing about this, but it was only a couple of patches added, and patches in concrete will never match the original work in texture or color.

As always, and as our record has indicated since 1991, we are committed to satisfying our customers to the best of our ability. Please contact me if needed to clarify any of the above statements.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Unfortunately the response from the company is not truthful. I called SEVERAL times to speak to [redacted] and never got a return phone call AFTER he had told me he would reach out to representative of [redacted]. I called so many times without a return phone call I finally called [redacted] myself and they said the ONLY way they warranty the liner is if it tears. They also informed me that they DO NOT deal directly with the customer they ONLY deal with the companies that sell their product I need to call True Blue, after I explained how many times I had called with no response they said they will make some calls. I also had taken pics AFTER we closed the pool due to the fact that NO ONE responded before that back in july. After writing this complaint the [redacted] FINALLY called me and said that he will not do anythign it looks like chemical damage. I asked for HIM specifically to come out and look because it wasnt only the wrinkles in the pool but also the stairs were not right, which we had showed [redacted] when he had come out in the beginning of the summer and TOLD US HE WOULD HAVE THE [redacted] COME OUT BECAUSE IT WAS DEFECTIVE. [redacted] told me he would be out by me the following week on tuesday I told him I work till 6pm that day wouldnt work to call me when he will be out my me again. He has yet to call to come and look. Again, they were very quick to come and take my cash but not come and take care of my concerns. The concrete work was only two patches for the skim lines which were done by True Blue and it was such a poor job THEY HAD TO BREAK UP AND REDO both patches. I am completely unsatisfied with their customer service their work and more so the amount of time this has taken.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

Our warranty on liners is a standard one year workmanship warranty and this liner was installed properly in 2012. I do not know how to make this any clearer: Any potential claims regarding the liner material are dealt with by the manufacturer only. [redacted] from [redacted] company was contacted by our [redacted] and pictures of the consumer's issue were emailed to her. The response was that this is not a warranty issue from the manufacturer, as it was not a defect in material or seam separation. This is the extent of what is covered under their warranty. I will be happy to look at the liner myself when the cover is removed in the spring, but there is nothing that I can do to help this consumer other than offer them a new liner at a discounted rate, and point out the guidelines for proper care of a vinyl liner. Also, please use my direct email only, as copied above.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I understand that [redacted] covers ONLY seam damage. I ALSO expressed my issue with the steps as well. I had contacted [redacted] and sent pics to [redacted] myself, your [redacted] NEVER took pictures. I didnt take pics of the steps because it isnt something you can see in a photo which was why I had asked the [redacted] to come out and take a look. When I had explained the issues to [redacted] they had explained it sounded like the liner wasnt measured correctly, which was WHY I wanted someone to come out.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,