Valley Pools & Spas

Initial Business Response /* (1000, 5, 2015/07/10) */
I do apologize for the confusion. Let me try to explain.
Your liner does not have a seam separation. Therefore it does not qualify for a pro rated warranty or any warranty.
John was put in charge of your case. Chris is an installer that John...

had look at the liner to verify John's findings. John has talked to you numerous times and has told you it is not a seam separation and is not covered under warranty. He offered you a very good price on a new liner. He has also asked you only talk to him concerning this case. This helps avoid confusion.
The reason the other people you mentioned are involved is you keep calling and talking to people and asking questions about your liner when they're not familiar with your case so they refer you back to John. You know I would not hesitate to warranty the liner if it were covered.
I would suggest you call a different pool company and get there opinion. It shouldn't cost you anything. If it differs with our findings have the other pool company call John. We can then follow up. We're not perfect maybe we missed something, but I did have two very experienced people look at the liner and come to the same conclusion. Again I'm sorry for your trouble.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Larry, you and John keep referring to each other when I have a question. [redacted]-call, John. [redacted], call Larry over and over each time I call. [redacted], call Chris at GHS-his company would do the work instead of Valley.
Let me try to explain again: John missed the seam separation as he didn't check the entire liner. Period. It is what it is-a seam separation by the Birch Tree side of the pool and where the water emptied out-lawn was all saturated and muddy..
I expected honesty from Valley Pools.
GHS Recreation for Valley sent Jeremy out and he saw the seam separation.
The only price was from your parts department for a new liner, since I couldn't get an answer from John. Jackie used to be my sales person for my pools, so I logically thought she might be the contact person for buying a new pool-she deferred to John and Larry. I knew parts would know the price for a new liner, so at least I would know that.
I still have no idea what a pro-rated liner would be.
John did not quote a new liner or a new pool price. John referred to GHS Recreation and said Valley wouldn't do the work. John said Chris would call and he did finally and he sent out Jeremy, who, as aforementioned, actually looked at the entire liner and saw the seam separation.
This isn't that hard.
I can show John what he missed. Or, Larry, you can talk with Jeremy at GHS. It is what it is.
Final Consumer Response /* (3000, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fully capable of taking a picture of it again, as Jeremy already did. Why isn't Valley coming over and cutting out the seam separation? I bought it from Valley Pool-why are you passing the buck to another company?
Ask Jeremy where his photo of the seam separation is? I am disappointed that Valley won't honor Jeremy's photo and wants to pass the buck. This is the second seam separation-2012 and now,2014,obviously a liner manufacturer that doesn't have quality liners.
Why isn't Valley coming over to cut it out? Your responsibility, your liner, your pool.
John and Jeremy-Jeremy takes a photo of it-interesting.
Please advise when Valley is coming to cut it out when I am home-call first and set up a time. Be honest and let's hold the manufacturer to making liners that don't separate at the seams in the future.
Final Business Response /* (4000, 13, 2015/07/27) */
I can have John and Jeremy contact you and set an appointment. I will have them both there with you. We can re inspect the liner and have you show them where you think the seam separation is. We will than cut that portion of the liner out and send it in to the factory to get the final determination from the factory. Does that sound acceptable?

In response to your complaint filed 7/23/2017   The pool cleaner you brought in and the cleaner you picked up is the same pool cleaner. We do not sell “used” parts for repairs. The cleaner you brought in was in black garbage bags and disassembled. The cleaner is the same cleaner the original...

owners of the house purchased in 2013. The cleaner is 4 years old and shows some wear but is in good working order.     If the cleaner was not yours why would you pick it up, pay for it and take it home? Also your accusations that we did not respond to your calls are wrong. Your husband was in here talking to our weekend manager about your complaint.  The manager contacted me about the conversation with your husband and she instructed him to get a hold of me on Monday. He left me a phone message and I returned his call that same day. I left him a message and I never heard back. There was never 4 messages or emails. I take pride in returning calls and messages in a timely fashion and never received any call or email from you. Just the one from your husband. Per your request in your complaint I would be willing to refund the money for the repairs to your cleaner as long as you promise to take your business elsewhere.     Larry [redacted] Valley Pools & Spas