Wilbar International Inc.

Review: On ** May 2009 I purchased a complete brand new swimming pool package from the great escape for $4,101.90 At which time I was given a warranty policy for said pool from WILBAR International. Upon opening said pool for its sixth summer , I noticed a golf ball size hole beginning to rust within the pool wall. The wall had become "defective" and was not safe to use. I filed a warranty claim on ** June 2015 with WILBAR international. The warranty reads that said "defective" pool wall has a Gold series warranty, pro-rate at zero percent, discount at 100 percent. Several days after filing my warranty claim I was told by WILBAR that the only way that I can receive a new pool wall was to pay a $180.00 Handling fee & a $250.00 Shipping charge. Plus labor charges to remove defective wall and install the new wall. I paid the $430.00 for the replacement wall which was not delivered until ** July 2015. (58) days after the warranty claim was generated. I feel that WILBAR International warranty is filled with FRAUD & DECEPTION.Desired Settlement: A refund for the charges that I was forced to pay to replace the "defective" swimming pool wall. $180.00 Handling fee & $250.00 Shipping charges. A total of $430.00 [redacted]

Business

Response:

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.

Consumer

Response:

H

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]

The Platinum series warranty that is provided in the WILBAR response is not the same warranty that was provided to me at the time of purchase of my new swimming pol package. Nowhere in my warranty that I received reads that I'm responsible for charges on a "defective" part. Also WILBAR response reads that I'm responsible for a ten percent service & handling charge on said "defective" part. WILBAR quoted that said part# [redacted] has a list price of $1,372.36 in a letter that I received from WILBAR dated ** June 2015. How does that come to a $180.00 service & handling charge? Sounds more like $137.00 More Fraud & Deception from WILBAR.

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Sincerely,

Business

Response:

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.

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]WILBAR contradicts themselves over and over with deception. When I ordered said defective pool part [redacted] I was quoted a list price of $1,372.36 by WILBAR and I was responsible for "a ten percent service and handling charge on the list price of all items ordered" which would have been a charge of $137.24. WILBAR even states this to be true in their response to my complaint. NOW they state that there is a flat $180.00 handling charge fee. I was over charged $42.76 and WILBAR needs to refund the difference.

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Sincerely,

Review: We purchased a pool through [redacted], which uses Wilbar International to obviously manufacture and deliver their products, and then we financed through [redacted]. We financed $3189.00 with interest consisting of $1468.11 for a total of $4657.11, 48 monthly pymts. of 97.03, at the time of our pool collapsing, still owing right at $2000.00 In June of 2012, we purchased our pool, in October of 2014, our pool collapsed. We lost everything, our pool, water and deck. Our pool deck was anchored in the ground with cement poured around our posts, the concrete was even uprooted out of the ground, and almost all of our debri ended in our neighbor's yard. After calling [redacted], we were told we had to call Wilbar International. I called everyday for a week, left a message each time and no one ever returned my call. Finally, my husband, a truck driver, that doesn't have time to handle [redacted] like this, called and called until he finally got a real person to answer, named [redacted]. We were told to fax her a copy of our bill of sale, including our dte of loss, which was 10/**/2014. Then I waited for a reply, never got one, so I called and ask for her, she then told me with a very rude attitude to send her an email and include pictures, which I did. We purchased a 27' key west premium package, with 2 years left to still pay on it, plus the price of our deck and water, and chemicals. Pool warranty claims a manufactures warranty of 40 year wall, 1 year pump, 15 year liner, & 2 year filter. 24 hours later we get an email stating it was in our third season, a far cry from 15 years & 40 years, that for an additional $750.00 we could get a new wall and an additional & 250.00 for freight delivery charges. Really? I've bought one piece of [redacted] from you, still owe on it and you want us to send you more money???? Nothing was even allowed for a new liner. Why would I want another piece of your sorry products, I can't afford to replace a pool every 3 years!! I may never see a dollar from this scam of a business but I want to let others know to buy them a cheap pool at [redacted], than from this scam of a bussiness!! We had our first pool for 20 years, and never replace anything but a liner. If you want a pool, I suggest [redacted]...................... After investagating, we found the inside wall had already started rusting, causing the pool to give way.Desired Settlement: Refund

Business

Response:

Attached you will find the warranty paperwork for you pool. The warranty for your pool is our Silver Series 30 Year Limited Warranty. All of the warranties are pro-rated and the discounts change every season. The seasons go from January to December. Your pool is in it's 3rd season, the pro-rate is 40% and the discount is at 60% off of the items you need to fix your pool. Due to the damage to your pool, we are offering you a new pool frame and wall for $760.00 plus shipping of $250.00. Attached is the offer we have sent you, under the "Limitations of the Warranty" section 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." "c) Personal or material damage of any nature." 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.

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]

Not going to fork out more money and risk getting another faulty product!!

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Sincerely,

Business

Response:

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.

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: We don't plan on paying anymore money on another one of your products.

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

Sincerely,

My first Brothers3 Pool (Wilbar International Manufacturer) lasted 19 years. Only at that time did I notice tiny pin holes throughout the wall. My second Brothers3 Pool was purchased five years ago and has 1/4 inch rusted holes throughout the wall. Wilbar International said they would give us the pro rated 50 % price of about $1,000.00 for a new wall. Obviously the material and perhaps workmanship has gone downhill and they said that it is not repairable. I will not purchase a new wall now or in a few years when this happens again. I do not recommend these Brothers3 Pools unless they change manufacturers or the manufacturer upgrades their building materials. This is bad business.

Review: my aboveground pool collapsed in August 2013 d/t frame defects , has a 12 years warranty, the pool was purchased in 2008 from Pelican Pools and the warranty is still active. Reported the problem on 8/**/13, no response from Wilbar International until now. Pelican Pools [redacted] informed the manufacturer immediately; however, after multiple phone calls and endless e mails between the store, myself and Wilbar International the issue remains unresolved. The pool cost was $5.500. The collapse of the pool cause significant damage to my backyard such as ruined patio furniture, destroyed landscaping etc.Desired Settlement: I need that pool to be either replaced with the pool of the same size and value or I need to receive the check in the amount that is guaranteed under the pool warranty so I can buy the pool again.

Business

Response:

A warranty letter was sent out. As stated in the warranty letter, this is an Artesian brand pool not manufactured by Wilbar. Artesian has gone out of business. Their warranties are void. Wilbar is willing to help Artesian's customers out by making them a fair offer. Wilbar is not obligated to honor Aresian's warranties.

We have made a more then fair offer to replace their pool.

Review: the Web site show's various year warranty's The pro-rate discount applies to damage due to workmanship & corrosion But they are stating it does not cover corrosion under the return or skimmer. For the most part that would be the only place a pool would have corrosion. anyone that ever owned a pool would know you get an occasional leak under the return hose.Desired Settlement: They should honor their Prorate Warranties' , I wasn't asking them to replace the pool out right. just the pro-rated portion. But was quickly denied via email and then by phone.

Business

Response:

Attached is the warranty for your pool. Under the Limitations of the warranty it states; "The present warranty does not cover the following: g) Corrosion around and beneath the skimmer which includes the square skimmer opening and the round return opening are specifically not warranteed. Refer to the skimmer maintenance instructions as well as the pool instructions."The attached image which you provided shows corrosion around and beneath the round return opening. Your warranty claim was denied due to a leak at the return area. Which is not covered under the terms of the warranty.

Consumer

Response:

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.However I would like to say, I believe their warranty to be misleading I do not recall Sales person or anyone else indicating they would prorate the entire pool with the exception on the one area of the pool most likely to have damage. and they do not intend to honor any of their warranty's as I indicated to them, I will attempt to not do business with them in the future. and recommend that family and friends avoid doing business with them either.

Sincerely,

Review: On July **, 2014 I ordered some parts for a swimming pool manufactured by Wilbar International. The payment for the parts, $97.82, was charged to my [redacted] credit card. The parts where received on July, at which point I realized I had ordered the wrong parts.On July ** Im placed a phone call to Wilbar International and spoke to [redacted] in the parts department and requested information on how I could return the parts and get credit on my [redacted] card account. [redacted] said she would call me back later that day with the information.On July ** I place another call to [redacted], because she had not called me back on the previous day, and left my phone number and e-mail address requesting that she call me with the return information.On August * I still had not received the information so I made another call to Wilbar International and asked the [redacted] if [redacted] was still employed there or if she was on vactation, because I had not heard from her. The [redacted] told me she would check with [redacted]. The [redacted] got back on the phone and told me that she had spoken to [redacted] and that she was waiting to talk to her [redacted] and would get back to me later that day. as of. AUGUST * I still have not received any information.This seems to me to be a very unprofessional way to conduct business and very poor customer service for a company as large and diversified as Wilbar International.I realize the parts being ordered wrong was my mistake and I am not blaming Wilbar International for that. All I want to do is return the parts and get my [redacted] card account credited, minus any restocking charge, if any.Desired Settlement: I would like to receive return procedure information so I can return the parts and have my account credited.

Business

Response:

We have given you a full refund on this order. We will email you a copy of the receipt for your records.

Consumer

Response:

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,

Review: I would like to file a dispute with Wilbar International, the manufacture of my 27’ above ground heritage pool. My Wilbar Heritage pool was only installed for about 20 months and collapse. There were installation issues during original construction so I have a fair of construction and completion photos. From these photos, I found in the installation manual, I believe that the contractor did not follow this section for installing the patio block and setting the base ring correctly. Since Wilbar is the pool, I contacted them for technical guidance since they are the pool manufacture. I was connect with a gentleman by the name of [redacted], and provided him with all required documentation. In written statement from [redacted], he stated the installation “was sloppy at best”. To follow up on this comment, I called [redacted], and he verbally stated that the pool was not installed per their installation manual. I ask [redacted] for that statement in writing, and he said he would. He later sent me email, prior to any statement from Wilbar that he would need to get approval from his supervision/management. About 2 week later, I received an email that stated, they only thing Wilbar would provide would be the installed manual, and would provide no comment on the installation at this time.

So my complaint/issue, I requested Wilbar to provide their technical knowledge, with information provided. Verbally they did that, but they would not document it in writing. They question I have and need answer is: From the photo and videos provided, did the contractor follow their installation manual and document it is writing.

The other issue/question is I discovered with my pool, is I found a rip/slice in a section of the skin wall. The rip/slice had significant rust around it [redacted] from [redacted] (not the contractor who installed my pool) verbally stated that I rip/slice is either from a bad installation or manufactures defect. My question to Wilbar which they will not even acknowledge this question is what would cause this rip/slice in the skin wall from an installation issue, or is it actually a manufacturing defect.

By the Grace of God, the pool fail in off swimming season, because if it would have failed during the swimming season, it could have seriously injured or potentially killed my ** month old daughter, * year old niece, and * old year nephew ( who are over in the summer to swim), or anyone else who was in the pool. I want to ensure the failure mechanism that causes this danger is eliminated. Hence, this is why I paid a pool installation contractor, who should know what they are doing, to install this pool, so that danger would not exist.

[redacted] Contact information is ###-###-#### or email [redacted]

Wilbar Address: [redacted]

My number ###-###-#### and my email [redacted]Desired Settlement: A letter from Wilbar Stating was the pool installed per their installation manual.

A second letter explaining what what would cause the skin wall to rip?

Business

Response:

From the images and information sent from you we are unable to ascertain what caused the damage to your pool. The only thing we can and have provided is a copy of the instruction manual. See attached.

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:

Wilbar did not answer the questions. The instruction manual on how to erect the pool does not answer the question if the pool was erected per their manual. It also does not answer the question on the rip on the skin wall. Wilbar, being the manufacture of the pool should be able to view all the sent documentation and determine if pool met their installation requirements. The question if the pool was installation met the requirements is a yes or no answer. [redacted] did state in the phone conversation that the pool did NOT meet Wilbars installation requirements. I do not understand why providing that statement in writing is an issue. If any more documentation is needed for their evaluation, I am willing provide it. The only way my complaint will be satisfied is if the questions are answered.

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

Sincerely,

Business

Response:

To restate, the images and information that we received from you, we are unable to ascertain what caused the damage to your pool. The only thing we can and have provided is a copy of the instruction manual. The is our final comment on this matter.

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:

[redacted], Wilbars response still does not address any of the questions. Let me take a different approach. Take a step back from my pool installation and lets look into Wilbar’s Installation Manual. Under Step 4 it states: “Do not install blocks or rails on loose sifted soil or sand”- What is Wilbar’s Design Basis for this statement? What could happen if the rails or block are installed on loose sifted soil or sand? Step 4 also states “There must be no space between the ground and bottom of the rails. - What is Wilbar’s Design Basis for this statement? What could happen if there is space between the ground and bottom of the rails? Again in step 4 the manual states “ All the patio blocks must be flush with the ground- What is Wilbar’s Design Basis for this statement? What could happen if the patio blocks are not flush with the ground? Again in step 4, the manual shows a figure a figure where the rail it place 1” from the inside of the block and 6” on the outside of the block.- What is Wilbar’s Design Basis for this statement? What could happen is this requirement of 1” from the inside of the block and 6” on the outside of the block is not met? So again, looking at Wilbar installation manual (not my pool at this time), these question are simple and straight forward, and since Wilbar owns the “design” and their manual requires these steps, these question should be easy to answer. After all, it is just the installation manual questions! So once Wilbar’s answer the four question above, I ask a hypothetical question. What would be outcome of the pool if the blocks or rails were installed on loose sifted soil or sand, and there was space between the ground and bottom of the rails, What if the patio blocks were not flush with the ground, and the rail placement is not 1” from the inside of the block and 6” on the outside of the block, but close to 6” on the inside and 1” from the outside of the block at several areas around the pool. What would be the result of not following Wilbars instruction manual? So now that Wilbar has answered the installation manual questions, let return back to my pool. If you have not already done so, I would connect with [redacted] and look at the 20+ photos I have sent him. I would even view the video that I sent to him via a FTP site. Theses photos and video shows how the installer left the pool. Based on the design basis answers that Wilbar completed above and then applying those answers while looking at my pool installation. What is so hard about providing statement about the pool installation? What is the issue or reluctance with Wilbar providing a statement that the installer did not follow the installation manual. It is clear that the pool was not installed for several requirements of step 4. Also with this step not performed correctly, what would be the result. Could the rail shift, could the block shift, could the pool become unlevel, Could the skin wall weaken, or could the pool even collapse? Wilbar design and manufactures pools, and these are not difficult questions to answer. So the statement that Wilbar cannot provide any opinion or statement on the collapse of my pool is a copout excuse. I would think Wilbar would want to do the moral and ethical thing, and truthfully answer the question instead of ignoring them.

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

Review: I purchased a pool from Rec Warehouse who has gone out of business. BUT this pool was manufactured by Wilbar International. It comes with a factory 25 year pool warranty. Well I contacted them and sent them pictures and everything like they requested. I already did my homework and know its manufacture by Wilbar and they tried to pull the scam on me. They claim it was made by Artesian but they would honor the warranty anyways. Here is where the bait and switch and scam comes into play. They claim its a prorated warranty and it would be 50%. They want me to give them my credit card number and info and then charge me $637.75 + $250. S&H. That is the cost of a new pool here. Ive heard about these scams they try to pull so I let them hang themselves by offering me this in writing. They not only tried this with me, but if you search the internet you will notice many people claming the same thing.

My pool is supposed to last 25 years. I purchased it in 2006 and its 2014. There are rust holes completly thru is all around and the entire inside surface is pure rust. The galvanized process was done incorrectly. I should know this since I own a large metal fabrication company myself and I deal with metals all day long. I also turned them into the Attorney Generals office. This is Wilbars last chance to do it right. I also want the public aware of this scam they are trying to pull on people.Desired Settlement: Full replacement with them also paying to have it replaced. I paid to have the pool installed by professionals with a 25 year warranty. I want it replaced by professionals with another 25 year warranty.

Business

Response:

As stated in our warranty letter attached, the pool was manufactured by Artesian not Wilbar International. Artesian has gone out of business and the warranty on the pool is legally void. However, in the interest of good public relations Wilbar will cover the terms of Artesian's warranties to the best of our abilities. We have made a fair offer on the wall of the pool as stated in the letter.

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]

This is a Wilbar pool. It was purchased thru Rec Warehouse who ONLY sold Wilbar pools. This scam of saying its someone elses and they would still honor it but at a cost of more than what a new pool would be. If you saw the pool walls, You will notice that the galvanized process wasnt done correctly and this falls under the manufactures fault. Hence its Wilbur pools warranty of 25 years which will be replacing the pool walls at their expence and not mine.

Ive already contacted several other pool companies who all stated the same thing. Wilbar pools is very well known for pulling this bait and switch scam on the pool warranties.

Wilbar pools needs to have a professional company come out here and replace this defective pool at their cost. The protective galvanized coating process was not done correctly and nothing else was a factor. If Wilbar pools decides that they still want to charge me what they call half of the cost which is actually the whole cost of a pool here. Then I will take this to further actions thru the courts. Im a [redacted] who lives on a limited income but the VFW has already informed me that they will be helping me with sueing Wilbar pools for the damages. The pool is my source of zero gravity exersizes set up by the VA hospital. Im sure the courts and the new media would love to hear more about how Wilbar pools is screwing over [redacted] like this.

So once again, Wilbar pools, Come fix this defective pool which has rusted thru and has rust formed completly over the entire surface which should never happen if its galvanized as they stated in the 25 year warranty.

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

Sincerely,

Business

Response:

As stated previously, we are not the manufacturer of this pool. The manufacturer of this pool has gone out of business and all warranties for their pools are no longer valid. We have provided a good will gesture to help with the replacement of the wall for this customer. This is our last reply on this matter.

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 are the manufacturer of this pool. All Rec Warehouse pools were purchased from Wilbar International. I'm sure even your sales records show that. So why are you lying to me and others who all have the same problem with your pools? The other pool companies around here also state that its a Wilbar pool and that your company tries to always pull this same scam. Even the Attorneys General Office has many of the same complaints about this bait and switch scam you pull with your warranty. The longer you drag this on the deeper the hole you are digging. I've already had the news station here earlier today recording this and others are to follow. It seems that you are popular with the investigative reporters. Replace my pool at your cost as per your warranty states.

[Your Answer Here]

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

Sincerely,

Review: I ordered a very expensive above-ground through a local pool supply store, and the pool is manufactured by Wilbar. The pool is the EZ Panel pool, and we were told by Wilbar that it would be delivered in 3-4 weeks and that was on 4/**/15. We were given a shipping date of May ** stating it would be delivered May **. Based on that information I arranged with an installer to have the pool installed on May **. On May ** we were told the pool did not ship and would now ship on May **, so I had to arrange another day off from work and change the installation date to May **. We were then told it was not going to ship until May ** so had to again change the install date, this time to June *, and I had to again arrange through work for time off. As of today, May **, the pool has not shipped and we are now told it will ship tomorrow, so I am afraid I will not receive it in time to install it on june *. This is been extremely frustrating because nobody at Wilbar can give us a reason as to the numerous delays. I have struggled to even get an installer who will come out and give estimates or install due to the busy pool season here in southern California. I contacted Wilbar today and did not get any answers except "I can't do anything about that". I then saw on the Revdex.com that there had been ** complaints filed against this business in the past 3 years, and based on the complaints I read, I wish I had never ordered this pool, but now I've spent a lot of money and have nothing to show for it.Desired Settlement: I would like the delivery started immediately and expedited so that the pool will arrive prior to the scheduled install date of June *. If they have to put it on a plane to express ship it, that's what I want them to do, and at their cost, not mine.

Business

Response:

We do not show any shipments going to California. Dealers are the ones that order the pools from us, we do not sell directly to consumers. If you need status on an order you placed you will need to contact your dealer.

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:

I have been in touch with my dealer almost every day since they ordered the pool. The dealer has gotten extremely frustrated as well because they are not getting timely resolution. The pool was finally shipped to California two weeks ago, but the installers could not install because the wrong installation kit was sent. I ordered a fully dressed above ground pool, for above ground installation, but they sent an install kit for in-ground installation. Installers had to leave frustrated, and I have been so frustrated I'm ready to send the $14,000 pool back to New York. My dealer rep contacted Wilbar on June * to tell them the wrong install kit was sent, and they said they could have the correct kit sent within 5 business days. As of today (June **) it has still not shipped, despite the dealer having daily contact with Wilbar. We keep being told "maybe tomorrow". My dealer rep has been in contact with multiple persons at Wilbar, and I have also been in contact personally with two persons there both on phone and e-mail. All I want is to have my pool installed with the proper installation kit.

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

Sincerely,

Business

Response:

We have given you all the information you requested.

Consumer

Response:

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,

Review: Purchased an above ground pool 8 years ago. There was no indication of any problem with the pool, but one day in March of this year, the pool wall where it is connected to the other side of the round wall simply rusted through around the bolts and the whole pool exploded apart, sending 20,000+ gallons of water out of our backyard, into the neighbors' yards and the street in front of our house and carrying items from our backyard down the street. If someone would have been in the pool when it came apart, they would have been seriously hurt or possibly killed by the force or by being ripped across the ragged edge where the pool rusted apart. We have had pools that were many years older than 8 years and have never seen this before and do not feel we should have had to be looking for such a product defect.

It took many phone calls and emails to even find the Wilbar International as the responsible pool company because the markings on the pool are Atlantic Pools and the bill of sale indicated Sharkline Pool. They asked for a list of the defective parts, which we provided immediately but it took them several weeks to respond and when they did it was not to provide replacement parts, but to tell us it would cost us almost $2,600 to buy and have shipped replacement parts for the pool due to the terms of the 50-year warranty (of which we never received a copy). We paid less than $2,000 for the original pool, so this doesn't seem to be any kind of warranty program except a money-maker for Wilbar. Additionally, I emailed them almost a month ago asking for prices for individual parts and I have yet to receive any response from them at all.

This company and their warranty are just a sham.Desired Settlement: I want replacement parts at no cost. The failure of this pool wall could have killed someone and at the very least, the loss of this pool has caused us the loss of family time and will cost us a great deal to repair or replace.

Business

Response:

This pool is not manufactured by Wilbar International.

I ordered a [redacted] pool from [redacted]. It is manufactured by the WILBAR Group located at [redacted]. I received the pool and the pool is missing many parts. Even some of the parts are the incorrect size. I have tried to contact the manufacturer and was told it is not their problem even though I have a parts content list prepared by the WILBUR Group. When I contacted [redacted] they said that they place the order to WILBUR and they prepare the pool for shipping and I believe them. I have never seen such incompetents and un helpfulness with their own product line. It is their screw up with their employees. Where is the supervision at that manufacturing plant? I can not express my dismay for this product manufacturer that they will not send me the correct parts. Now I have to wait weeks with a half built pool for [redacted] to correct the problem when all it would have taken was a minute of their time to get the correct parts. I would never recommend a purchase of a [redacted] pool!!!