Wilbar International Inc.

Attached is your warranty letter and warranty for your pool. In the terms of your warranty it states; "3. Owner will be subject to all costs for transportation of the defective or replacement pool components and/or accessories." It also states "There will be a 10% Service and Handling charge on the...

list price of all items ordered". At some point you spoke with your pool dealer regarding adding your order to one of their trucks. We can not guarantee when the warranty walls will ship, when added to a dealer's truck . The cost you paid is for the handling fee and for the freight of shipping the wall to you. These are items are the consumers responsibility per the terms of the warranty.

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]
 Not going to fork out more money and risk getting another faulty product!!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Attached is the copy of the warranty letter that...

was sent to you. This offer includes only the pool wall and frame, these parts are the only things covered under the terms of the warranty for your pool. In the terms and conditions of the warranty it states; "3. Owner will be subject to all costs for transportation of the defective or replacement pool components and/or accessories."In the Limitations of the warranty it states; "The present warranty does not cover the following: a) Damages caused to the material or costs of labor related to the installation or dismantling of the pool, the liner or the accessories, nor reimbursement for any other labor costs or materials which may be deemed necessary or desirable. b) Damages caused by water leakage, chemical products or heating system, nor replacement of any object damaged or any loss as a result of the preceding."See attached warranty for your pool regarding these terms. The warranty letter for the new pool wall and frame is what we are offering you per the terms of the warranty.Regards,Warranty Department

Your pool has a wall with a stainless steel panel on it that you purchased from The Great Escape, because of this your pool came with a no charge warranty on the wall and panel. The handling charge is a flat rate of $180.00. The freight charge is also a flat rate of $250.00. The wall has to be shipped via freight carrier due to the weight. It must be shipped on a truck with a lift gate. If you did not have the no charge warranty through The Great Escape your pool would have a pro-rate of 60%, which means you would only get a 40% discount off of the wall. This price would have been $943.42 for the wall and the flat rate of $250.00 for freight which comes to $1,193.42. We stood behind our warranty for your pool wall. We have nothing further to add regarding this matter.

The warranty on your your pool only covers damage due to workmanship and corrosion, it does not apply for damages due to winter damage. The damage to your pool was caused by ice build up in the skimmer of your pool. Attached is a copy of the warranty for your pool which states under the Limitations...

of the Warranty "The present warranty does not cover the following: d) Damages caused by ice, ice displacement, fire, animals, vegetation, vandalism or acts of God." The warranty also states, "Losses or damages caused by freezing and thawing, by ice or ground shifting and by pool leakage are not covered by this limited warranty. In order to reduce these damages or losses, it is important to follow the maintenance instructions relating to the preparation of your pool for the winter season, Although you may follow these instructions, Wilbar International cannot warrant that damages will not occur."

As previously stated. The warranty for you pool is no longer valid do to the fact that there is damage to the skimmer and the return. This automatically voids the warranty even when the issue you are having at this time is not by the skimmer or the return. Please review the terms of the warranty for this information. The warranties have no monetary value and we do not send out credits or checks. As previously stated we are offering you a new wall at a discount. The wall would be purchased at a discount and not covered under the warranty. In order to take advantage of this offer you would need to send the paperwork back to our customer service reps., at the address or fax stated on the warranty letter. This offer is the best we can offer you at this time.Regards,Wilbar InternationalWarranty Department

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:

I am not complaining about the rusted areas around the skimmer and return as neither of those has rusted through and has not affected the use of my pool.  The area I am complaining about is several feet away from the skimmer and return, where the bottom of the pool has rusted though causing my pool to be unusable.  Why offer a warranty if you're not going to honor it? 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
The final shipment that I have been waiting for has finally arrived today (one day later than promised) and it looks to be the correct parts for the above ground installation.  I will only know for sure when the installers come, but unfortunately due to all the delays by Wilbar, they are now booked and cannot come until July **.  Otherwise, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Our final offer we are presenting to you is for a complete pool, which is the pool wall and frame, for $180.00, plus shipping of $287.50. The total for the would be $437.50.

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:

As I have stated before, I will not accept this offer because it is just another way for Wilbar to make money off of my misfortunate original purchase. The pool you are offering me to purchase at $1721.25 is several hundred dollars than I can purchase it myself locally or even online. I found the same pool online for $1439.99 with free shipping and no tax.  They all include the liner and the skimmer. See Attachment for several prices from difference distributers.  The warranty is a scheme to have consumers purchase products at a higher price every 5 years.  If Wilbar is the manufacturer then wouldn’t the price be lower than their distributers?  Like I stated previously, I will settle for the 50% in a check. I have went elsewhere to purchase a new pool. I have wasted half the season without a pool because the customer service at Wilbar waits 2 to 3 weeks to reply on their site.  It has been well over a month since the last reply I have received.  I purchased a better pool with a new pump, skimmer, filter, and liner for cheaper than you are charging me for a 50% discounted pool. Why is the price of the warranty that is supposed to be 50% off the retail price end up more money than the original price I paid for the defective product with the pump, filter, liner, skimmer, and ladder? This is just a skeem to require consumers to purchase your products. I will settle for 50% of the price of the pool as the warranty states I am eligible for at 6 year pro-rated. Instead of me spending the money on the parts you can keep the parts and send me the 50%.  This would be $1375 according to your math and the attached invoice. This is the total amount subtracting shipping and tax.  I feel that the product is defective and should not be sold to any other customer knowing it will rust in only a few years.  This product should be recalled because it is a safety hazard to anyone who uses it. It will only be a matter of time before someone cuts themselves on the jagged rusted metal.  I have sent contact to the CEO Steven C[redacted].  I will be sending mail to his home asking for a resolution. [redacted] Your name and each person that has gave me the run around on [redacted] with be mentioned in the letters I will send. This is ridiculous to have to experience such terrible customer service from such a terrible product.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As previously stated. The warranty for your pool is for just the wall and frame of the pool, these are the items that we manufacture. All other material or costs are not covered per the limitations of the warranty. Please again see attached copy of the warranty. The cost for a new pool wall and frame we have offered you is the best price we are able to give you. Attached is the warranty letter for your review. This is our best offer per the terms of the warranty.

Review: Purchased an above ground pool, with a steel wall in June 2014. It was professionally installed by a licensed pool installation company and at the end of the season, it was professionally "closed" for the winter. Over the course of the winter the steel wall cracked and tore. The manufacture is refusing the cover the 60 year warranty for damages incurred in only 10 months.Desired Settlement: I would like the pool wall and three uprights replaced.

Business

Response:

We are sorry you are having issues with you pool at this time. Attached is a copy of your warranty. In the limitations of the warranty is states: "The present warranty does not cover the following: d) Damages caused by ice, ice displacement, fire, animals, vegetation, vandalism or acts of God." It also states "Losses or damages caused by freezing and thawing, by ice or ground shifting and by pool leakage rare not covered by this limited warranty. In order to reduce these damages or losses, it is important to follow the maintenance instructions relating to the preparation of you pool for the winter season. Although you may follow these instructions, Wilbar International cannot warrant that damages will not occur."

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:

The damage was not caused by ice damage, the damage was sustained because the steel wall was materially weak from the manufacturer, and not up to the standard it was sold as. Also, the manufacturer deemed their judgement without a thorough investigation, relying only on a single photo. I was never asked for more information, they simply denied the request instantly.

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

Sincerely,

Business

Response:

We have reviewed your warranty claim regarding your pool again. The pool damage was caused by ice build up in the skimmer area. The warranty applies only to damage due to workmanship and corrosion, it does not apply for damages due to winter damage. I have attached the photo you sent to us regarding your pool. It clearly shows winter damage, not damage due to workmanship. This is not covered under the terms of the warranty.

Review: We have a Wilbar 15 ft Serenade swimming pool that was bought in June 2010 from Rec Warehouse.The Bottom track that holds the pool wall up three tracks rusted out making the wall at the bottom loose.We called rec warehouse about the pool.The guy [redacted] I talked to was rude and hateful.He said to call the makers of the pool Wilbar pools in New York.I need over and over started off with a [redacted] at Ext [redacted] he would not return your call and if you got luck for him to answer he said he had a list of people he had to deal with and he would call u back when he got to you.That went on for months.I called again this time told the lady that answer the phone I wanted there address so I could file it with the b.b.b. she said not to that they got rid of [redacted] and she put my call thur to a [redacted] She said to resend the picture and info that was sent to [redacted].So I did almost two weeks ago and still nothing.It should not take from May to Aug to get parts.Desired Settlement: All we want is the parts for the pool.At the time it was three bottom tracks.Now it needs a pool liner from were its been setting out for three months going on four waiting on them to do there job.They were giving more time than they needed.School starts back in two weeks and they haven't got to swim any this year.

Business

Response:

The Serenade pool was not manufactured by Wilbar International.

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]

That's not true if you go to the web page of rec warehouse you will find the pool on there list of pools.The guy [redacted] said that is was a Wilbar Pool.All we want is for them to fix there problem of the bottom tracks rusting out and breaking into.I sent them everything they have asked for.Picture of the pool up and down.A copy of the invoice were it was financied thur Well Fargo back in June of 2010.

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

Sincerely,

Business

Response:

Unfortunately we do not carry the parts for your pool. You will need to contact Trendium regarding the parts you need for your pool. They are the manufacture not Wilbar. We are unable to assist you at this time.

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 don't agree with you.Rec Warehouse said you carry the parts because it is YOUR POOL.The pool is on the web page for Rec Warehouse and they still say the pool is yours.You are the ones who keep telling me you was going to fix the problem and get me the parts.Now that I've contacted the Revdex.com you are saying it's not your pool.So how do you believe the ones who sold the pool and your company that said give them time to get to my pool and get it fixed.Are you now because your saying it not your because of the complaint I've got going on now.You know it's a shame that a big company like you are would have a problem fixing one of your on pools.It would have been a cheap fix to fix the Bottom Tracks of a 15 ft round pool now the liner has to be replaced along with the bottom tracks.Why would you have a problem with sending out maybe fifty dollars worth of parts back in May.Now it will cost two to three hundred dollars more again because of the liner.Do u have grandkids I do and the pool was for them.Along with having to use it for the arthritis and disc degenerative disease we use it to help with some of the pain.

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

Sincerely,

I purchased an Artesian pool which had a lifetime warranty for the metal side. Wilbar took over the company and will not honor the warranty, so we have a 24 X 54 pool we can't use because it has a large rust hole in it. Wilbar's reply was I could purchase a new side from them at full price. I would never purchase from Wilbar or buy any of their pools.

Review: In August of 2013 my family purchased an above ground pool from Namco Pools in Massachusetts. Less than a year later around early March the pool collapsed. I took multiple photos of the damage and started a complaint process at Namco Pools. They were very receptive and explained to me that they did not feel the damage was due to weather damage which is not covered under warranty. The water was missing from the pool and it subsequently collapsed causing major structural damage. At this point my family had enjoyed this pool for about one month. Namco sent me a letter stating that they had forwarded my complaint to Wilbar International who would handle from this point on. After three to four weeks of not hearing from Wilbar I contacted the company and prompted my way to the warranty dept. I spoke to a very rude woman who was intentionally vague with me on the phone. She stated she had my case and that I would be receiving a letter. She was reluctant to tell me what letter said but just kept on saying that I would receive letter. Finally I was able to determine that he claim was being denied. She rushed to get off the phone with me telling me she was busy and did not have time to talk to me. I asked about process because I feel, along with Namco, that this was not weather damage. The employee told me she does not care and she receives thousands a call about this winter. I asked about her [redacted] and she refused to give me a name and let me talk to them. She then stated she would have someone call me but did not have my phone number. I had to force her to take my number. I inquired about an appeal process and having someone come look at the pool and verify that in fact that it is not weather damage. The employee stated they know what it is and that I just have to accept it. I again I stated that I feel they were wrong and how do I resolve this, she stated I should deal with Namco. She then started to verbally bash Namco and how they are out of line telling me things and this is the company that sold me their product. I feel that I spent a lot of money on this item and it has not lasted even a year. I feel I was treated incorrectly and not aloud to explain what I felt is the situation. A woman 600 miles from my location determined what damaged my pool. I feel this company has wronged me and I do not wish to paint the whole company in a bad light based on a conversation with one lousy employee.Desired Settlement: My desired outcome is to have the pool replaced. the pool was installed professionally so I am already out 600 plus the cost of water to fill it. I am looking for the company to simply stand by there product. IT should last more than 1 year I would hope. My only resolve can not be this woman who obviously did not want to talk to me or help me. I work extremely hard to afford this pool and now its demolished. an employee that far away cant simply tell me its weather damage because she sees snow and its an easy assessment of what she feels is the cause and then lumps me in with the other 1000 phone calls she received that day. I hope to hear from this company.

Best,

Business

Response:

The information we received from [redacted] shows winter damage to the wall of him pool. Unfortunately, winter damage is not covered under the terms of the warranty. Please see attached warranty which has this portion highlighted.

However, in the interest of good public relations and to help [redacted] get his pool in shape, we offered him a 50% discount off the retail cost of a new pool wall for his pool. [redacted] has placed an order for the new pool wall. His new wall is being shipped to his pool dealer saving him the shipping cost.

Review: I purchased a Marina 24" round pool on May [redacted] 2014. We had it installed in June 2014.This pool was suppose to be of good quality it did not even last a year. The pool metal wall caved in from the cold weather.I have invested almost $7,000.00 into this pool and expected it to last a lot longer then it did. We only had a few months use out of it.I contacted the company . Sent them the receipt and pictures. Their response is, "we do not cover winter damange ". Being [redacted] is a cold state I would expect them to make a better pool with better material and structure to with stand the cold. I told them I do not except this it isn't a year old. Now I would still have to invest more money into it again being we need a professional to put it back up and to fill it but I would like Wil-_Bar to send me the material that is broken. They have not responded to me.Desired Settlement: 24" round metal , One post and whole skimmer.

Business

Response:

The warranty on your your pool only covers damage due to workmanship and corrosion, it does not apply for damages due to winter damage. The damage to your pool was caused by ice build up in the skimmer of your pool. Attached is a copy of the warranty for your pool which states under the Limitations of the Warranty "The present warranty does not cover the following: d) Damages caused by ice, ice displacement, fire, animals, vegetation, vandalism or acts of God." The warranty also states, "Losses or damages caused by freezing and thawing, by ice or ground shifting and by pool leakage are not covered by this limited warranty. In order to reduce these damages or losses, it is important to follow the maintenance instructions relating to the preparation of your pool for the winter season, Although you may follow these instructions, Wilbar International cannot warrant that damages will not occur."

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 feel this is not right . I have invested my hard working money into this pool and I feel the material of this pool must be made poorly to sell in a cold state . How can they sell a pool in a cold state that can not stand the weather and tell the customer that purchased it not even a year later that we don't cover winter damange . This pool needs to have a recall then . I know lots of people with pools and old pools and mine is the only one that broke . The quality of this pool is not good . The metal on this wall busted . What kind of quality is that ?

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

Sincerely,

Business

Response:

The warranty for your pool does not cover winter damage. Your pool was caused by ice in the skimmer and is therefore, considered Winter Damage. The warranty states, "Loses or damages caused by freezing and thawing, by ice or ground shifting and by pool leakage are not covered by this limited warranty. In order to reduce these damages or losses, it is important to follow the maintenance instructions relating to the preparation of your pool for the winter season. Although you may follow these instructions, Wilbar International cannot warrant that damages will not occur." In the Limitations of the warranty it states, "The present warranty does not cover the following: d) damages caused by ice, ice displacement, fire, animals, vegetation, vandalism or acts of God." This is the last statement we will make regarding your pool.

Review: Back in 2007, I purchased a Pool through [redacted] of [redacted], the Manufacture was [redacted] which has a LIFETIME GUARANTY which means 100% covered for as long as I own it! Apparently, Wilbar International bought over or took over and this Warranty should NOT be Voided! It should be carried over, how would a consumer know when purchasing such an expense that oh one day sorry your purchase will be voided if bought over...no there is no stipulation! The beginning of this pool season 2015, my husband and I noticed all the rust on the pool that should not be occurring since we do take proper tactics and cover appropriately and put the pump away and I even cover up my skimmer to protect from weather elements. We contacted the pool place where we bought and was told we needed to fill out the warranty information that was on June *, 2015 that I did with the help of the associate of [redacted] of [redacted]. The girl tried numerous times via email, phone call and NO one returned phone calls to either her or I. We kept getting the run around or they didn't get information when it was indeed sent by both the associate and myself. They even tried saying my pools skimmer was rusty and it is not, and that I spoke to someone and that I did NOT! I keep everything written down. I want my pool replaced without me having to pay like my WARRANTY states Lifetime Guaranty ! I NEVER received a Claim # from this company , very unprofessional with consumers. On June **, 2015 I finally hear from a Stacy from Wilbar International asking me for information that they were working finally on my warranty and that it would be completed that day. I was told I would hear something, on June **, 2015 I called again for I or the associate at [redacted] of [redacted] heard NOTHING, again after putting in numerous calls and emails and NO RESPONSE! I dialed 0 for operator and insisted on a manager or supervisor wasn't given one of them either and all of a sudden was connected to the Stacy lady which not a good tone stated to me didn't you receive your letter? A what letter I asked, today is June [redacted] I have NOT received any letter in mail by the [redacted]. Instead I gave my email address again which they had I got an email stating they received my invoice. That letter the copy had June **, 2015 on it. So NO I never received until yesterday June **, 2015 via email which Stacy sent. I'm sorry no communication whatsoever with this company! Wilbar International wants to prorate my pool, and I am NOT at all satisfied with this especially when I bought a pool that was covered 100% and whomever took over unfortunately should have to take over whatever people purchased!Desired Settlement: I want my Enitre POOL replaced, I should NOT be going through this kind of aggravation that I have been put through.

Business

Response:

We received the Bill of sale for this pool on 6/**/15 and did not receive the images of the problem until June **, 2015. We processed the warranty letter on June **, 2015 and emailed a copy of the warranty letter to the consumer. Attached is the warranty letter that was sent. The pool you have was manufactured by [redacted], not Wilbar International. [redacted] has gone out of business and all the warranties for their pools are legally void. Wilbar tries to cover the terms of [redacted]'s warranties to the best of our abilities. The attached warranty letter is the best we can do to assist you with the problem you are having with your pool. Wilbar is not responsible for the liabilities of [redacted]. All of the warranties have a prorated warranty, which takes into account the general wear and tear that occurs over the life of a product and covers claims proportionately based on the time between the date of purchase and the date a claim is filed. At this time your pool is in it's 9th season and the prorate on your pool is 60%, giving you a 50% discount on covered parts. In the letter we are covering the wall, bottom rim and bottom plate at the prorate of 60%. This means you have a 40% discount off of the retail price of the parts for your pool.

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:

The information for the warranty was submitted on the [redacted] of June of this year I have an email that states from Wilbar that they needed information. I as well as the associate from [redacted] of [redacted] sent ALL the information as well. I do not know how a company can run and NOT know what the right hand and the left hand do. Copies of the pictures and the bill of sale were sent numerous times by both myself and [redacted] of [redacted]! Yes, I know I have a manufactured pool by [redacted], but most times when people buy other people out or companies they carry over what was given such as this instance of the pool warranty. I was NEVER notified of this and I'm sure I probably wouldn't be. You should honor other warranties if you bought them out! Numerous phones calls were made and we NEVER got any response back, how does a company such as this work? And I was lied to stating I spoke to someone and did NOT, I write down everything and copy everything that I get to keep in my possession until things are taken care of!I can see this is not going to go know where because, your customer service and representatives that work at Wilbar International are very unprofessional. I say this because of the NO return phone calls or emails and all the information I and the associate kept sending to this company was lost in the computer world, but I have my emails as well I'm sure [redacted] do too.I refuse to pay $1284.00 for pool parts that is a disgrace especially with most pools having a lifetime warranty on them. I hope to NEVER deal with this company again, I know I will not and will spread the word. Horrible dealing with! I just wanted my warranty honored and the parts for my pool. Unfortunately I am not rich and can not afford!

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

Sincerely,

Business

Response:

We received the information for the warranty claim. The pool that you have was manufactured by [redacted] not Wilbar International. [redacted] has gone out of business and the warranties are legally void. Wilbar tries to cover the terms of [redacted]'s warranties to the best of our abilities. The warranty for your Echo Canyon is pro-rated and is currently at the pro-rate of 60%, which gives you a discount of 40% off any of the covered parts you need for your pool. This is our best offer for your pool. Attached is the warranty letter that was sent to you stating this information. Wilbar purchased the assets of [redacted] not the liabilities. Therefore, we are not liable for any of [redacted]'s warranties.

Review: I have a pool manufactured by Wilbur international that is having rust issues. The pool wall is covered under warranty and I have sent in pictures of the areas that have rusted through and they guarantee a response in 24hrs. it has been a month and I have not received anything and have tried calling and keep getting sent to the managers voice mail. I am looking for a wall part to be replaced and need it to be done quickly.Desired Settlement: I would like the wall to be replaced.

Business

Response:

We have received the pictures that were sent on 7/*/14. We are currently in our busy season and it is taking up to three weeks to get back to the consumers regarding parts and warranties. We are sorry for the inconvenience.

The information we have shows you only need a service panel for your pool. We did not receive the bill of sale in order to start a warranty claim on your wall. If you would like to purchase just the service panel for your pool the cost is $85.00 plus shipping.

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]

When I began this process I explained that I no longer had a copy of the bill of sale and was told that was ok, just send pictures to verify the issue. the biggest problem is the service panel but the entire pool wall has begun to rust on the inside. I am requesting that it be replaced.

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

Sincerely,

Business

Response:

In order to do the warranty claim on any pool we need to have a copy of the original bill of sale. Otherwise you can just order parts from our parts department.

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:

You can't expect me to still have my bill of sale from 07, I was assured that if I couldn't find it I would simply just need to submit pictures of the pool. Please cover this under warranty as promised. Thank you

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

Sincerely,

Review: In September of 2012 I purchased a pool that Wilbar manufactures. It was delivered to my home in January 2013 and installed April 2013 when the ground thawed. The pool was used 1 season then was winterized according to the directions supplied to us by the dealer (which I still have). The wall and skimmer of the pool are now damaged. The wall has caved in and is cracked while the skimmer cracked into pieces as well. I have submitted claims to the dealer as well as Wilbar directly and I am being told that winter damage is not covered under the warranty. I am inclined to believe that the pool buckled due to poor manufacturing quality since we took all precautions to winterize the pool correctly as we were instructed. This was not an old pool that has been exposed to extreme weather conditions year after year. It didn't last one winter. I initially called Wilbar Intl and spoke to [redacted] who explained that they did not cover winter damage but that I could file a claim. She gave me the email address and I sent the bill of sale along with numerous detailed pictures of the damage and the entire pool. After receiving a letter back from Wilbar that they would not assist in replacing the wall, I called and spoke to someone in the warranty department again. This time I spoke to [redacted] who asked me to forward her the email so she could view the pictures, letter and speak to her supervisor. She only reiterated that winter damage was not covered by the warranty but suggested that I contact the dealer (Namco) for assistance. I told her I already called them and they were not helpful either. I spoke to her about the quality of the product and she returned with an accusation that I did not care for or winterize my pool properly. The pictures sent to her show that the pool was infact winterized according to the instructions provided. She then followed by saying that I needed to remove all the snow and ice off the pool throughout the winter. One of the pictures sent to her clearly has a hose on the cover showing that all water and ice was regularly removed from the pool. She suggested that I purchase a new wall directly through the manufacturer which, upon getting those prices, was more costly than going back to Namco. Wilbar did not even offer a discount on the cost of the wall nor would they wave the cost of shipping.Desired Settlement: It is desired that the wall to the pool be replaced. We are not asking for installation costs to be covered only that Wilbar Intl. take responsibility for what they manufactured.

Business

Response:

The damage to the skimmer area of the pool is clearly winter damaged caused by ground heaving. We are unable to tell the water level from the pictures and are unable to determine if the skimmer winterizing was followed per manufacture instructions. Under the terms of the warranty winter damage is not covered. Attached you will find a copy of the warranty.

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: