Westmoreland Pools & Spas Inc

Review: We purchased a pool heater which was installed May 6, 2016. On July 31, 2016 we tried to turn it on and quickly realized it had malfunction and was not working. Westmoreland Pools quickly came out on Monday, August 1st and also August 2nd and said the heater was no longer operational. They supposedly submitted the claim to the manufacturer, [redacted]. The response was that the warranty claim was denied, because at the point in time that they took the ph reading it was low. However, our ph is not typically low, I suppose it is low from the massive rain we had on July 30th and I had not been out to read it the following 2 days.

The pool is currently non-operational as water is leaking out the heater.Desired Settlement: All I would like is that they honor the two year warranty. I would like the heater replaced.

Business

Response:

Dear [redacted]In response to the complaint from [redacted] ID # [redacted], [redacted] called on 7-29-2016 to say she had a leak in her gas heater that was installed on 5-6-2016, ser # [redacted]. The unit does have a manufacturer's warranty on it, which we submitted to the manufacturer on 8-2-2016. The manufacturer requested photographs of the heat exchanger tubing, which were e-mailed to them. They made a determination at that time that the leak was the result of a chemical issue with the water and was not covered under the terms of the warranty, which is why the unit had failed.The water tested very high Chlorine levels (10+), very low PH levels (below 6), and low Alkalinity levels (80). The warranty information states that if the PH is allowed to drop below 7.2, and the Alkalinity is not properly maintained, the water will become more acidic. Acidic water has a tendency to dissolve metal components in the pool plumbing such as copper tubing in the heat exchanger. [redacted] (the manufacturer) does not warrant heat exchangers damaged by corrosive water issues or from the build-up of calcium in the heater's heat exchanger.Initially, [redacted] denied the claim. The manufacturer did offer to [redacted] a replacement unit on 8-4-2016 at a greatly reduced price ($875.60 + freight and taxes) for a new unit. Current selling price for this unit is $2400. Westmoreland Pools was willing to install it at no cost to [redacted].The manual can be viewed at:http://www[redacted]This manual was given to the homeowner when the unit was installed. On page 3, section 1.2 clearly states that damage to the heat exchanger by corrosive water is not covered by the warranty.Thank You,Dave G[redacted]Service ManagerWestmoreland Pools & Spas

Review: On 08/03/16 an employee of Westmoreland Pools incorrectly installed the power cord to my new Heyward 1horsepower super. Pump. In.essence the power cord was hooked up for a 220hp line instead of being hooked up for a110hp power source.As a result the pump did not run properly and the motor got very hot , fortunately I unplugged the motor before it was hopefully not damaged(Time will tell,) I had to hire an electrician to rectify the problem by rewriting the power cord to the motor for a110hp usage. .He told me that I was lucky the pump motor wasn't burned up. His charge was $120.00. I had paid Westmoreland Pools $125.00 for Their incorrect installation. When I first contacted Westmoreland Pools they told me that they could install the power cord to the new super pump.,regretfully I hired them. I sent them a copy of the electrician's bill for $120.00 requesting a reimbursement. After several days I called Westmoreland Pools and was told by a Dave from their office that the owner turned down my reimbursement request. I asked to speak to the ownr(Gary E[redacted])who was not in but Ieft a message asking him to return my call . I follow-up with several more calls and left messages. He has not extended me the courtesy of a return call. Not very professional ! LineupDesired Settlement: Reimbursement of $120.00 that I paid the electrician to properly connect the electrical cord for a 110hp line. I previously sent WP a copy of this bill .

Business

Response:

Dear [redacted]In response to the complaint from [redacted], ID # [redacted], dated 8-26-2016, [redacted] called on 8-1-2016 to have us install a Hayward pump that he had. I explained to him that we could install the plumbing portion of the pump but since we were not electricians, we could not do the electrical portion.He explained that he had a heavy cord with a special plug on the end, could we hook that up. I said yes, and after many discussions with him and his description of his wiring, that he had just replaced the breaker and had attached two wires to it, I was comfortable that his system was wired for 220V. On 8-3-2016 our service people were to his house and installed his pump. His old pump motor, in fact, was set up for 220V. Our people made the wire connection to the two terminals on the back of the pump.Apparently, there was some other issue with his electrical system, our people were not able to start the pump. [redacted] then made some repair to his electrical system and was able to start the motor. By the way, sending 110V to a motor set up for 220V will not damage the motor. It apparently made some unusual noises. He called again, and I explained again that we were not electricians that he would need to call an electrician, and, in fact, gave him the number of one that we use. Ultimately it was determined that his incoming power was 110V, his electrician made the switch on the back of the motor, and all is fine.From the beginning, [redacted] was told that electrically he would need an electrician, and was repeatedly told we were not. We tried to do him a favor by hooking up his power cord, which, from all his descriptions was very heavy and had a special plug on it, again suggesting 220V. All pool equipment comes from the factory set up for 220V, to make it 110V requires making a change in the wiring.Weather [redacted] needed an electrician at the beginning of the process, or the end, he still needed an electrician, which [redacted] was told repeatedly we were not.Thank You,Dave G[redacted]Service Manager Westmoreland Pools & Spas

Consumer

Response:

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

I am rebutting Dave G[redacted]”s 8/31/16 response to my complaint dated 8/26/16 (ID [redacted]).

I have had Westmoreland Pools install 2 pools in 2 different homes over the last 25 years and have never had a bad experience.
My opinion is people that have negative comments have unrealistic expectations. Just because you buy a pool doesn't mean you don't have to have some common sense about care and maintenance.
Good job guys !
Can't satisfy everyone and people who write in are mostly the one percent that are never happy with anything. The happy people unfortunately don't take the time to give accolades.
That's the world we live in today. Reality TV produces unrealistic expectations.

Review: My family purchased a Genesis pool from Westmoreland Pools & Spas in 2007. During installation of steps, the liner was damaged by the installers. The company sent a scuba diver to find and repair the leak during that season. However, the leak caused ripples and sinking to the sand/soil under the liner, and the company stated they would come back and repair at the end of the 2007 season. They provided us with a work order dated 2007 that states, "Thank you for your patience." They did not re-trowel the pool bottom until 2012--five years after the fact. After the liner was removed so that the pool could be re-troweled, there was another leak and sinkhole. Currently, there is a hole in the liner in the corner that looks to be caused from pulling or sinking. I asked if the company would back their faulty product/installation and provide us a replacement liner. The Service Manager said, On behalf of the owner, Im calling to tell you hes at the end of the line. The best he can do for a replacement liner is 20% off. I asked to speak directly with owner, but the manager stated, Hes too busy to speak with you and asked me to call you. I informed manager to relay to the Owner that we are at the end of our line, too. We feel that we were sold a faulty product and/or the product was installed improperly which caused it to malfunction in the first place. I expressed my concern in purchasing the replacement liner with them since they did such a poor job in the first place. However, they are the only company in this area that is permitted to sell [redacted], so we are stuck having to work with them. I requested that he speak to owner to let him know our position. The manager stated that he would relay the message to owner. When he responded, the companys position had not changed.Desired Settlement: A company that boasts about a 20 year warranty on a liner when they sell it to a customer should be made to stand behind their product and workmanship. I should not have to pay for a replacement liner on a product that is only 7 years old when I am currently still paying on $20,000 plus initial pool loan. With the kinds of issues that we have had from day one, the company should replace the faulty 7 year old liner with a brand new one at no cost to the customer.