Pool liner put in with wrinkles that never went out, 2011. Was told it was a manufacturer issue and I would be taken care of. Owner hung up on me.
At the advice of my attorney, I sent the following demand letter to the owner in August 2012. It describes the basis of my issue. Owner called me and claimed I have always had water issues and that is what caused the wrinkles. I told him we have had no rain, and this is not a water issue. He hung up on me.
24 August 2012
Arnold, Missouri 63010
RE: 2011 Pool Liner
The purpose of this letter is to demand the installation of a replacement for the liner installed by your company in 2011 at no additional cost, or in the alternative, for a full refund of $2,108.49, the amount paid for the liner and installation.
On the day that my liner was installed during the summer of 2011, there were several large and small wrinkles that were immediately apparent in both the shallow and deep end. I was told by your employees that they would disappear with the weight of the water and warmth of the sun. An employee came out on July 18, 2011 to look but did not remove the wrinkles. At the end of the summer, the wrinkles were still present and unchanged. Upon re-opening my pool this year, the wrinkles were again present and larger. I notified your company regarding this issue, and employees were sent to my house to address the problem. The liner was reset, and the wrinkles did not disappear. I was told by (NAME), one of your employees that the wrinkles appeared to be a manufacturer problem, and that (NAME) would "take care of me." As it stands, the wrinkles are still present, unchanged, and nothing has been fixed.
I am unsure at this time whether the wrinkles are a result of a manufacturer error, an installation error or measurement error, but they have not only affected the way my pool looks, but have also inhibited the enjoyment and use of my pool. I am very disappointed with the lack of attention to this issue after I have addressed it with (NAME). At this time I am asking that you remedy the situation by ordering and installing a new liner at no cost to me, or in the alternative for a full refund.
I have been in contact with my attorney regarding this issue; however I am hopeful that we can come to an amicable agreement.
If you do not comply with my demand immediately, my attorney has advised me to file a claim with the Better Business Bureau, and additionally I will be forced to consider initiating a legal proceeding against you.
If you have any questions or comments on this or any other matter, please do not hesitate to contact me.
Very truly yours,
Full refund or replacement liner.
Business' Initial Response
I wrote the consumer back letting her know this pool was built by another contractor. and there has been a water issue ever since we have been dealing with it starting back in 2002. We have put new liners in 2002 and in 2011 and she has been made aware that she has a water problem. that is ground water getting behind the liner. we put in a sump pit to draw the ground water away from her pool it is her responsibility to keep it running.
there is nothing wrong with the liner this is clearly the ground water problem, I will fix it for a fee, but not for free as this has nothing to do with our workmanship or quality of product.
: I can't believe you closed this case based on the business. They are lying. This wasn't about a water problem. It was about them putting a liner in with wrinkles telling me the weight of the water and sun would take care of them. That didn't happen and I have been trying to get a resolution. I have had other liners put in and never had wrinkles to start out. I also had them put in a sump pump with the liner and had an electrician they recommended to connect it. It works, I put water in it with the hose yesterday and it pumped it out. We haven't had any rain at all this summer and a dry winter. The pump was dry over the winter as well.
This is about putting in a liner that was not measured correctly or something else because I have people that can say I have had wrinkles since day one. When I talked to the owner and told him I had people that can vouch for the wrinkles, he hung up on me. This is not a water issue and he is lying when he says that the lin er was put in without wrinkles. I have been doing business with the company for 10 years and always did what they told me and trusted them completely which is my mistake. I should not have believed last year that they would rectify the problem. I have told people about you closing this case by just listening to lies by the owner. The A+ rating by you means nothing and friends now believe the BBB is a joke. My daughter is an attorney that worked for the BBB during law school as a mediator. She is the one who told me to contact you. She can't believe that this happened and the case was closed. I am really upset because I am out a lot of money because of the work Just Pools did and will not take responsibility.
The BBB is a big disappointment and I will never use your ratings to choose a business.
Thank you for your time,
when i put the liner in there was only one wrinkle in the shallow end and we kicked it out, there were no wrinkles in it when we closed it last winter. the wrinkles in the pool we have no control over we took them out before and they came back, we will remove the wrinkles for her for the reset fee of $500 we do not work for free.
12/19/2012: Mediator left message for consumer.
12/20/2012: Mediator left message for consumer.
12/20/2012: This is the second liner from the company. They told me the wrinkles would come out but never have. My last liner hardly had any issues if at all and I believe they used too much liner. I believe they are putting me off.
12/27/2012: Mediator left message for consumer.
12/27/2012: I will have a third party come out to inspect when I open the pool this coming season. I will contact the BBB when I do and have documentation.