Failure to complete a warrenty service call, including phone calls back.
. First, I contacted Blue Haven pool, and talked with (NAME) , customer service manger. I explained to her, that I have a crack in my in ground fiberglass liner, and would like it fixed under pool warrantee. This was way back in early June 2012. (NAME) asked some questions like, how old pool was, how long crack was, and if water was coming in. I explained the crack was about 8" long and about .25" wide at the top. She did ask me to measure where water line was in relation, to where water was entering the crack. I completed this task, using food coloring and water, gently spraying water near crack to see if going in. I found the ****** and taped it, as a reference ******. I called (NAME) back after I found the ******, to keep water line below this ******. Name removed at this time told me, that a technician should be out in about 3 weeks. I understand warrantee work, as I'm a field service engineer myself. I know with the hot summer, I'm sure work got piled up, but 2 months later, is well be on, the scope of reasonable time frame of dispatching some one to look at it, to boot, not even a phone call. In early Aug 2012, I called again, and spoke to your pool designer, I told him the crack has gotten bigger, a second crack has been formed from original, at an appeared puncture from, under the concrete, but outside of liner, as if something was pushing from the outside inward. A portion of crack is noted by the **** style bulge. I also explained that the crack has gotten larger, an wider at the top. He told me that (NAME) was on the phone with someone else an he would pass this info over to (NAME), and she would call me back. It's currently Wednesday, August 29, 2012, and still no call back. My pool is sinking, at the front end, now concrete is separating from each other (movement in concrete pads). Your company installed this pool in late Nov, 2000. I should not be having these issues, and horrible customer service, call back issues.
I'am seeking a full pool replacement, including new correctly supported concrete, around pool, and piping. At this point, even if crack was fixed, pool is still sinking in front end, crack will just reappear. There are lumps all over the bottom of pool. This indicates there are water issues under the pool that needs to be addressed.
Business' Initial Response
Our superintendent and ****** met with this consumer. The items are out of warranty, but it was agreed upon by all that we would return to do repairs and Mr. ****** will be paying for some of those repairs. There is an agreement signed by both parties agreeing to these terms.
Business' Final Response
We have been extremely busy this season and explained to Mr. ****** that we would come and assess what was going on with his pool as soon as time permitted. We sent out our service team on Sept. 11 and then the general manager. Mr. ****** was given a proposal for the repair of his fiberglass pool. We have received the signed agreement and will coordinate with the customer to do the repair. We feel this concern should be removed from our BBb file.