Turner's Pool and Spa, Inc.

Review: We left a message for Turner’s to come and fix a leak in our pool on 8/6/16.

Julie Turner called and left a message that someone would be here on 8/10/16, between 12:00 pm and 2:00 pm.

The employees said they found the leak and fixed it. We ran water in for about an hour at 20 minute intervals. The water line was to the bottom screw of the exit box.

We went away for the weekend. Upon return home, the pool had drained below the return and the exit box.

I went to see Julie on 8/16/16, and paid for the service that was performed on the pool. I asked that since it was not fixed if they were going to come back and fix it at no cost to us, and Julie replied that there was still some of the patch kit left from the visit and that there would be no charge. Julie also said that she would like someone there when they came to look at it and not to add any more water so they could see where the water line was. I stated that I would not be available until Thursday afternoon, 8/18/16.

On 8/17/16, someone from your company was out looking at out pool. Upon talking to him, he said Karl Turner sent him out to investigate the problem, and someone would be over on 8/18/16 to fix the problem, and said I have a bill for you, which was for $95. Which I was a little surprised since Julie said someone would be out on Thursday to fix our pool for no charge.Desired Settlement: For the company to keep their word and find the leak in our pool with no additional cost to us.

Business

Response:

Case #[redacted] The pool located at [redacted], as of August 17, 2016, is not leaking at the leak repair that was done by our technician on Wednesday, August 10, 2016. On August 10, we found a leak at the return fitting and fixed it. We were notified on August 16, 2016, that the pool water had leaked down again. On August 17, 2016, our technician inspected the return fitting from August 10, 2016, and found that area not to be a problem. He also looked for holes in the liner at that time and found no holes in liner. There is no charge for the inspection of the return wall fitting that was repaired on August 10, 2016. The said pool apparently have multiple leaks and additional troubleshooting is needed to locate the additional leak(s). There is a fee for additional troubleshooting, $95.00 per hour.

Consumer

Response:

I have reviewed the offer and/or response 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.

I would like Turner's Pool and Spa to acknowledged Julie's verbal agreement that there would be no further charge and for the follow up inspection.

Review: We had Turner Pool Co install our pool. In our contract it states if we have anyone else winterize our pool they are

free from all warranties. They are the only Company we ever use. This year when they opened the pool we found out there was a leak in one of the pipes. After they did the pressure check. Now they don't want to be responsible for the

repairs. We have abide by there contract. There is no were in the contract that states anything about not repairing

any pipes if leaking. We feel they should be responsible since they are the only ones who open and close our pool.

It states as read on contract. Turner's Pool And Spa and Fox pool are free from all Warranties if the pool is not

winterized by Turner's Pool and Spa, Inc.Desired Settlement: For Turner's Pool to repair the leaking pipe and get my pool back to working the right way.

Business

Response:

Case #[redacted] There is no warranty that covers all types of pool repairs. Turner's Pool and Spa, Inc., has found no evidence of freeze damage due to winterizing pool. The pool located at 8520 Swan Woods Road, is over 12 years old and is out of workmanship warranty. Turner's is willing to assist the homeowner in repairing the said leak for a fee. If you have any questions regarding this statement, I can be reached at (540) 891-8650.

Review: Julie at Turner Pool set up an appt for a service call on our pool pump. The appt. was for a Friday going into a holiday weekend. Their technician did not show up and no contact or explanation was offered. Multiple attempts and voice messages to Turner Pool with no response or explanation. On one occasion someone answered the business line and hung up. My time and pay was loss from work waiting on technician as well as extra expense in pool chemicals were incurred due to a non functioning pool pump over long weekend.Desired Settlement: Explanation and apology

Business

Response:

Case #[redacted] Turner's Pool and Spa, Inc., technician arrived on the service date. The job was completed on June 6, 2016. If you have any questions regarding this statement, I can be reached at [redacted] Karl. B. T[redacted] President

Review: I have called Turner Pool's multiple times which has been a nightmare, the latest was a call to them in hoping that after just a month they would fix a hole in the side of our liner that is there because the installation is not correct.

My husband found nuts and bolts when the water came from underneath the pool, I called them a total of 26 times that weekend, they are open Saturday and Sunday, but no call back to me, and sent three emails and no answer, just that weekend, they called the next Tuesday or so, not sure of that date but they called my husband who was out of town, Yes they did call me but I could not answer because I work in an area that I can not receive phone calls, besides that when I did try to call them back they would not answer, they always spoke to my husband.

They never have offered either me or my husband service agreement to come and take care of my pool, never return phone calls and will not fix, when they came out to fix my hole in the liner my son had to do it, they would not fix the pool, and made comment like I dont know how that happened, well the liner is very thin on that side and has been since the begining I guess because after we filled it they had to come out and fix it because the liner was falling. Also little pieces around the top are breaking off and going back into the pool, this is the plastic track around the top part of the pool. I have asked them in the last three weeks to come and inspect, do you think they have even called or emailed, No not at all, I wanted a pool for my family and this has been the most costly mistake that will not be fixed because the Company will not help me. I need help with this.Desired Settlement: 4200.00 I have to have it fixed, re filled and new liner, I do not know how much another person will charge me to do all of this, the tracking around top, not sure of cost.????

Business

Response:

[redacted] was contacted via email on July 15, 2014 at 12:05 that [redacted] will inspect her pool on 7/22 or 7/23. He will contact her regarding the repairs and the repair date.

Consumer

Response:

I have reviewed the 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.

This is the third email, They did finally email me on this day 07/15, the same day I filed a complaint to the Revdex.com, I am not saying I will not accept the offer but again this is the third email I have sent

asking for help and this is the only reply I have received in weeks, I want to see if the pool will be fixed, I want my pool fixed, Again they sent the email saying they are to come out next week 07-21 or 07-22 and asked me what time they may come, they may send an email giveing me a specific time but as of right now this hour they have not.

I have had nothing but a problem and until it is fixed I will not change my complaint.

Regards,

Let me start by saying DO NOT USE THIS COMPANY! They may seem too good to be true, well they are! I received a quote to replace a liner in my in ground pool. The quote was a couple 100 dollars cheaper than any other quote I could find. [redacted] was helpful via email and we submitted our 50% deposit. I provided [redacted] was a list of dates of availability and she choose the second to latest date I provided. We submitted our deposit on April 10th and set the install date for May 7th (4 weeks). On May 6th, I emailed [redacted] to ensure what time the installers would arrive on May 7th as I have an infant and want to ensure he's situated while I meet with the installers. [redacted] called me back a couple hours later and left me a VM that the liner was not in, but she would be tracking it and it is scheduled to be in the following day - however if it's not in they would install on the 12th. That was NOT one of the avail dates I listed nor was a happy that I had arranged to be off work and planned my day around the liner being installed. I emailed [redacted] back and explained my unhappiness and questioned why the liner wasn't in as we had placed or order 4 weeks ago. I expected a call back or email later that day. It never came. I called the following morning, the scheduled day of the install and left a message. I received a call back about an hour later from a gentlemen (name unknown). He said he was calling to tell me my liner wasn't in and they would install next Tuesday. I explained that that was unacceptable and I had planned my day around the liner being installed (being off work = loss in salary) and that this is exactly what the complaints on the Revdex.com website say about Turner Pools. He continued to tell my that "life's not fair" and 'well that's tough" and "you WILL NOT be receiving a discount" and then told me I was being "unreasonable" and "nasty" and promptly hung up on me. I have done business with many companies from both sides of the street, but I HAVE NEVER spoke with anyone so condescending, rude and disrespectful. I called back and asked to speak with [redacted]. He stated she wasn't in and I explained that I don't know who he is, but I've been working with [redacted] and I want to speak with her. I also emailed [redacted] about her rude employee or owner or whoever he is and expressed my dissatisfaction with his lack of customer service. I'm awaiting a call or email back. I can understand if they had to reschedule due to weather or a manufacturer defect in the liner or basically anything other than "well it's not here". And I had to initiate the call to them to check on the install; they could have called me a week ago and given me a heads up that the liner was pending shipping. DO NOT USE THEM! READ THE Revdex.com AND TRUST THE COMPLAINTS YOU SEE ON THERE!

Review: My husband and I signed a contract with Turner Pools and Spas to have an in ground pool liner replaced and a section of concrete surrounding our pool replaced. We were given a timeline for both services to be provided. Communication was very poor and we went through many phone calls in order to reach any representative of the company. Often our calls were not returned for several days. Workers arrived to first remove the old concrete section that was to be replaced only to half way finish with the removal. We were told that they would return the next day and they did not return for over ten days. Calls were not returned and we had no idea when or if they were going to return. Work was completed six weeks after the date promised even though we were told when signing the contract that we had chosen an ideal time for the work to be done due to the fact that it was early in the season. Communication problems were on going during this period of time. Days after the liner was installed we started to lose water from our pool at a rapid rate. Considering that we had spent a great deal of money for water to fill the 22,000 gallon pool, it was thought that someone would come out right away to investigate. This did not happen. It took several days for the owner to examine our pool and that only happened after I left a message demanding that someone evaluate our problem within twenty four hours. When the owner did arrive he determined that the liner was not properly installed. We were instructed to drain most of the water from the pool so the liner could be properly adhered and eliminate the loss of water. This expense should have been covered by Turner Pool and Spa Inc. We had to drain most of the water from the pool as a result of errors that they made. The company should reimburse the expense we incurred for their poor workmanship. Poor workmanship includes the leaking liner and a very bumpy uneven bottom. Workers patched material for sides/bottom but not satisfactorily.Desired Settlement: We would like reimbursement for 3/4 of the 22,000 gallons of water we had to replace.

Business

Response:

Case #[redacted] Turner's Pool and Spa, Inc., was contracted to install a new pool liner and breakout, haul away and repour a small area of concrete deck. There were some delays due to wet Spring weather and availability of materials, but the work was completed on or about May 2, 2015 . The homeowner is responsible for the water to fill the swimming pool. In May 2015, the homeowner was satisfied with the workmanship when the final payment was rendered. If you have any questions regarding thjs statement, I can be reached at [redacted]. [redacted] President

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Turner Pool company states that the home owner is responsible for filling the swimming pool and yes this is true, but not twice due to incorrect installation of the pool liner. I am not satisfied with the response given from Turner Pools. Please continue to review my complaint. Reimbursement for the expense of refilling two thirds of the pool water should be the result of this complaint.

Review: We have a pool cover that was still under warranty and the amount being covered does not seem to follow the warranty guidelines.Desired Settlement: I think they have a decimal point off in their offer (65 instead of 650)

Business

Response:

Case #[redacted] handles their warranty. The Hedrick pool cover was shipped to [redacted] for warranty. The pool cover was inspected by [redacted] and an estimate for replacement was given because [redacted] found UV damage and recommended replacement. [redacted] states that the safety cover was not repairable and the safety cover is no longer safe. Turner Pool is confused on the decimal point off statement. Not sure what you mean. If you have any questions regarding this statement, I can be reached Ill [redacted]

Consumer

Response:

I have reviewed the offer and/or response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: BLUF: I was told that opening and cleaning my pool would cost $500. After the $500 service was conducted, my pool was not ready to be used. When I queried the company, I was told that it would likely cost closer to $1000 to have my pool ACTUALLY ready for use.

BACKGROUND. I was quoted (from [redacted] I believe): the cost of pool opening/de-winterization is $395. [redacted] went on to tell me that I may need to spend an additional $95 for cleaning if the pool was very dirty. After Turner's Staff opened and de-winterized the pool at my property, the pool water was dark green with a massive amount of leaves and other particulate floating on the surface; the spa appeared wholly untouched. Turner's Staff left a note that the pool required a level of maintenance -- I forwarded that letter off to property management so they could notify the property owner.

INCIDENT. After being quoted $500 to ready my pool for summer, I set an appointment to have my pool tended to by Turner's. After the Staff came by my property, I noted that the pool and spa were filthy and I called Turner Pools to try and address the issue. I spoke with [redacted], who quickly handed the phone over to a male that consistently raised his voice and cut me off. ONLY AT THIS POINT and by the male was I told that the pool cleaning fee covered only 1 hour of labor and that he had seen pools that needed $900 or $1000 to open. I queried as to why the spa seemed untouched and he began listing off what the Staff should have done to open the pool and spa. When I asked why certain things he was listing weren't done, he blamed me and said that I hadn't left parts/equipment out and in plain sight for Turner Staff. Not only was I not told by Turner's that I needed to do ANYTHING to facilitate the pool opening, I made clear that I am a rental tenant -- I don't know what the pool has or where the homeowner stores it. This was the first time I was looking to use the pool. Emails sent to the Turner's "customer service" email address previously have received only the same, canned response: "Your pool needs attention. Backwashing, additional chemicals, and additional cleaning."

CONCLUSION. I feel completely misled by Turner Pools and feel that the fact that the $500 I had budgeted to open my pool has inflated to twice as much is unethical. Had I known from the beginning that the cost of opening my pool could be close to a thousand dollars I would have left it closed (like I elected to last year) and used the community pool ONE MILE from my house...or the pool on base.Desired Settlement: My hope is that Turner's will make this right and either re-winterize/cover my pool and not charge me at all or make my pool ready for summer (as quoted) and charge me ONLY the $500 I was originally quoted...but my communication with the company thus far leads me to believe that they care more about the money in their pocket than the satisfaction and fair treatment of their customers.

Business

Response:

Case #[redacted]

Turner's Pool and Spa, Inc., was contracted to open the pool and spa at [redacted] on Friday, May 30, 2014. The pool and spa opening were

completed. The pump and filter were started. We added 5 pounds of pool shock and 32 ounces, of super algaecide.

On June 2,2014, a Turner's Pool and Spa, technician returned to clean the pool for one hour as billed. Our pool cleaning rates arc $95.00 the first hour and $65.00 each additional hour.

On June 3, 2014, [redacted] was contacted via email, that the said pool needs attention (backwashing as needed.), additional chemicals and additional cleaning. Due to the fact, that this is rental property, Turner's Pool and Spa, needed to get authorization for the additional services needed to get the said pool swim ready. We also needed to know who would be responsible for payment of the additional services.

On June 3,2014, we were informed by [redacted] that he was on a budget.

The pool located at [redacted] needs to be backwashed as needed, additional chemicals and additional cleaning.

If you have any questions regarding this statement, I can be reached at[redacted]

Consumer

Response:

I have reviewed the 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.

Turner's has done nothing to attempt to resolve this issue; Turner's fails to address the fact that I was provided a misleading quote that caused me to hire them to perform service on my pool in the first place. Despite making the claim that Turner's was advised I was on a budget on 03 June (erroneous and irrelevant; I have the money to pay more but don't feel that I should need to pay more for a service that I was provided what I could reasonably expect was a fair and complete quote for), all that [redacted] has done was RE-state information that I provided Revdex.com in my complaint, with the inclusion of dates. A consumer is under no legal obligation to discuss their financial situation with a business. The business provides a quote for services and both parties can reasonably expect that if services are provided, consumer will pay company the quoted amount. It is none of Turner's business what I am able to pay. They need only be sure to clearly outline how much they will charge me for the service I am asking them to provide -- which they failed to do when they told me it would cost an extra $95 to clean my pool "if it needed extra cleaning." That's $95 I was told and reasonably expected was the complete an honest quote -- not $95 per hour, as was relayed to me AFTER servicing by Julie. That discrepancy is the reason for my Revdex.com complaint and I find Turner's response insufficient as it makes no effort to address my issue as the consumer.

This company was used only because my home warranty company sent them. They then proceeded to lie to my home warranty company, [redacted], about my pool pump being damaged before my contract date began. My pool pump WAS NOT damaged before my contract began. When I contacted them they lied to me and pushed it all on [redacted]. They also came to my home without letting me know when they were coming, trespassing on my property.

Review: Turner Pool and Spa came out and took one of my pump motors to replace the bearings and seals and stated it would be ready in one week. Three weeks later the pump still was not done. I live 45 minutes away from their store. When I picked the pump up today I was assured that they had done a thorough test of the unit and it was working properly. However, when I went to install it, the pump leaked greatly because the impeller housing had a huge crack in it. The impeller housing was in excellent condition when I gave the pump to Turner Pool and Spa. I called to discuss this with them and they refused to come out and make it right even though it was clearly their fault. They stated it would be far too costly for them to drive out to repair it and expected me to have to disconnect it, bring it in, wait for the repair, drive back, reconnect the pump and refill my hot tub with 600 more gallons of water. All of this at my cost. I'm highly disappointed with the gross lack of customer service and substandard quality of the work done.Desired Settlement: I desire to be reimbursed for the repair, my gas and time to bring the pump back to the store and reinstall it and the water that was wasted.

Business

Response:

Case #[redacted]

Turner’s Pool and Spa, Inc. overhauled (replaced pump seal

and bearings), a spa motor for [redacted]. When [redacted] installed the motor on

his spa, he notice a leak in the pump housing.

[redacted] contracted Turner’s Pool and Spa. Turner’s pool and

Spa offered to check the spa motor again at no charge, but [redacted] would have

to return the spa motor to us. [redacted] demanded that we come to his house and

fix the pump motor leak.

[redacted] on May 8, returned the motor to our shop for evaluation.

The pump housing was replaced at no additional cost to the said homeowner. The homeowner

picked up the spa motor on May 10, 2014 and also signed off that he had

received his spa motor.

If you have any questions regarding this statement, I can be

reached at [redacted].

Sincerely,

Review: We purchased a pool in January 2015, the contract stated work would be completed between 3/23/15-4/23/15 weather permitting. The company showed up the first week in May (5/7) to start the project, which when I purchased the pool was told that it would take 3 days and that we would be one of the first installs if we purchased that day, and now at the end of May, the pool construction is still only half completed. Their was a hole in the liner, which was not Turner's fault, and a new liner has allegedly been ordered. We have called the business many many times, left many messages, have gone into the store directly and cannot get the [redacted] to respond when they promise to. A representative from the liner's manufacturer came out to examine the liner and found the hole. I told [redacted] that day that I just wanted to choose an instock liner so that there would be no delay in completing the project. [redacted] promised to call me or my husband the following day to let us know which liners were in stock, but he never called. He went on to allegedly order the exact liner from the company against my wishes. I was willing to sacrafice the original liner I wanted so that we could move forward towards completion. [redacted] told my husband yesterday that he would be here today to work on the pool and now he claims that he cannot locate our liner. There has been a constant lack of communication...they do not return calls when they promise they will. At this point they are acting outside of their own contract. We have a pool that we cannot use and have already paid $4200. We just want the pool completed so that we can be done with this company forever. They do not return calls and it is the poorest customer service I have ever received and I will NEVER recommend them to anyone or use them again.Desired Settlement: I expect them to complete the job and make it their priority. A discount would be nice, but is not expected. I want them to finish the job so they we can all move on with our lives and never deal with each other again. ** my husband and I have called [redacted]as well as made several trips into the store to complain and try to get some resolution and there has been nothing. The 3 spaces on the following screen only represents the initial complaint we made, which was showing up well after the contract completion date, the date we called to notify of the tear in the liner, and the date that I went in to speak to [redacted] the salesman. There have been too many calls to log. my husband notified [redacted] of the hole on the liner on 5/9, and [redacted] never came out to look at it until 5/12, and then the manufacturer rep came on 5/13 or 5/14. It is now 5/23 and allegedly no one knows where our liner is and no attempt has been made to resolve this problem.

Business

Response:

There was a manufacture defect in the said pool liner. The manufacture sent Turner'sPool and Spa, Inc., a replacement liner. The replacement liner has been installed and thepool installation is complete.If you have any questions regarding this statement, I can be reached at [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: Turner Pools installed an above ground [redacted] in our backyard in August 2012. We discussed at length with [redacted] about the necessity to properly grade the lot so that water would not collect around the pool. During installation I inquired with the crew if there was enough dirt in front of the pool to prevent water from collecting, they assured me there were "no worries". My husband returned from California on the last day and told them the grading was unacceptable and pointed out the problem area and he was told [redacted] would get in contact. We expressed that the Deck crew was coming within the next few days and a remedy would have to occur quickly. A few days later, [redacted] left a message that his "guys came out but the deck posts had already been placed so they threw some dirt down and that is all we can do right now". Here we are 1 year later and EVERY time it rains water collects in large amounts around the pool, it is mud and we are very concerned that this consistent collection of water will lead to problems with the liner and pool safety. Turner pools has offered no solution to their lack of properly grading the land for the pool. We specifically had at length conversations with [redacted] about this concern and he gave us his word that "customer satisfaction and service was his priority." In addition, we had Turners close our pool in fall 2012, when we opened the pool in May 2013 we discovered that the employees of Turners Pool did not properly remove the pressure gauge and therefore it broke. My husband had to insist that Turner replace the pressure gauge and they did, however they told him we would have to purchase a plug to replace the gauge when closing the pool. If this is a required tool Turners employees should have used this plug when they closed our pool and it should have been included when closing the pool Fall 2012.we have multiple pictures available of the water collection problem. We are heartbroken that something we saved so long for, is such a disappointment.Desired Settlement: We would like to have something done to correct the poor and improperly graded area surrounding the pool that Turner's installed.We believe the plug should have been included in last years pool closing, and would like the plug at no cost.We would like others to be aware of possible grading problems so that they may ask the appropriate questions.

Business

Response:

Case # [redacted]

Turner's Pool and Spa, Inc., installed an aboveground pool at [redacted] in August of 2012, [redacted] contract). Turner's Pool and Spa, Inc., returned in August to the said property to do some additional grading at no extra charge. The homeowner emailed on September 4, 2012 after completion of construction and grading and stated they were enjoying the pool, [redacted]

Plugs are not included in the contract and the plugs are sold at an additional cost.

If additional grading or any work is needed, we are willing to give an estimate at no charge. If you have any questions regarding this statement, I can be reached at [redacted].

Sincerely,

Review: I had an appointment with this company to come out and fix my filter on Thursday. I stayed home all day because they did not give me a time frame or even let me know morning or afternoon. I called all that day asking for a status on sevice and they did not return my calls or show up. I called the next day as well and kept calling and leaving messages on their machine looking for an explaination of why they didn't show or a new appointment. They made a new appointment six days later and did not even inform me then called me after they had already showed up to tell me they had been there but I wasn't home. ???????? You can never get a hold of this company I asked what number to call and get a status from and they gave me the same number that I had been calling all week. They just said they were busy and gave no apology and seemed to blame me for thier miscommunication when I have been calling and trying to get a status for days and just telling them I would like a call back. As of right now they have not been out and I have no idea what time they will be coming out.Desired Settlement: I would like them to call me and give me a solid time on when they are coming out and apologize for blaming me for thier miscommunication and lack of responsivness. I do not feel like this is my fault and after reading all the other reviews on this company many people seem to agree. I have worked with other pool companies and never had so much trouble just getting an appointment even if it is far out. I have also never had to take an entire day off just to get stood up by the company and then they didn't even have the decency to call and explain why they didn't show up or call. This companies customer service is the worst I have ever experienced in my life.

Business

Response:

The appointment has been rescheduled. The warranty company has given authorization to replace the filter grids. The appointment to replace the filter grids has been scheduled. The filter grids have been replaced. This job is complete.

Review: I ordered and had a pool liner installed but because the laborers did not install it correctly according to the business owners the liner came out of the coping and collapsed the pool and 20,000 gallons of water ran out into my yard. Turner's covered the cost of replacing everything since it was their crew's negligence but the work performed was done unsatisfactory. The pool was reassembled about 1 foot from my existing deck which left a 12" gap for people entering the pool to fall into. The bottom of the pool is like walking on a rock path and I'm unable to brush the bottom due the excessive unevenness of the bottom. 4 of the top caps were left just sitting on top with no screws and I had to go to Lowe's and purchase stainless steel screws to secure them. The bottom of the pool has bends and bulges in the wall and track. Basically, they ruined my pool. I will be replacing the pool next Spring but it certainly won't be installed by Turner's. It's a shame after being a loyal customer for 13 years that the owner's haven't even stopped by to see what I'm talking about even after I took them pictures of the mess they left me with.Desired Settlement: I want the Owner's to come to the site and see the shoddy workmanship their crew did and how they ruined my pool.

Business

Response:

Case #[redacted] The owner, [redacted] has been to the job site, located at [redacted]. Both owners, [redacted], have seen the pictures that were taken by Mr. [redacted]. We have corrected the issues that Mr. [redacted] shared with us in his dissatisfaction in May 2015. The said pool is over 13 yea.rs old and the pool liner has been replaced several times due to holes in liner. Over the year's. Turner Pools have patched several holes in the said liner for Mr. [redacted] due to punctures from the above ground pool wedding cake steps, that were installed by Mr. [redacted]. On December 1, 2014, Mr. [redacted] came to Tumer Pools because all of the water had leaked out of his pool. He was informed by Julie Turner that he could not leave the aboveground pool empty over the winter months. Mr. [redacted] purchased the aboveground liner and installation. Turner Pools installed the liner December 3, 2014. Mr. [redacted] had also mentioned that his pool liner was only 2 years old. This pool liner had been installed prior to Turner Pools installing the said liner in December 2014. In the spring of 2015, when Mr. [redacted] uncovered his pool, the pool liner had come out of the track. At that time, Mr. [redacted] informed Turner Pools that the liner had come out of track. [redacted]r, inspected the pool liner and a new liner was installed. Turner Pools also supplied the water to fill the pool to operating level. The said pool bottom track had corroded over the years and Turner Pools replaced the bottom track at the request of Mr. [redacted]. Turner Pools attempted to save the pool for Mr. [redacted] but in order to replace the bottom track, the pool wall had to be dissembled and erected again. The existin.g deck and wall no longer butted up the way it originally did. Mr. [redacted] was informed of this occurring and was in agreement with the consequences of the dissembling of the said pool by Mr. Turner and several of our staff. Mr. [redacted] stated that he was going to have his deck man do the adjusting to the deck. If you have any questions regarding this statement, I can be reached at [redacted]. Sincerely, [redacted] President

Consumer

Response:

I have reviewed the response 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 responser I reviewed appear below.

The reply by Turner's Pool is inaccurate. Any previous problems I had with the pool have nothing to do with this incident. Turner's Pool did not notify me that the pool would be reinstalled a foot away from my deck. This is an outright lie. The point of my complaint is that I paid Turner's Pool $1,600.00 to replace my liner and they have ruined my pool by not completing the installation properly as any other company would have done and leaving the bottom of the pool liner smooth instead of hilly and still have screws missing with bent walls and an uneven top. It sounds like Turner's Pools is trying to cover up their poor craftsmanship by simply talking about working on previous liners over the years of our relationship. Guess they're not as Christian as they project themselves to be by lying.

Regards,