ComplaintsforKing Pool & Spa Services Ltd.

• Initial Complaint

  22/03/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  We put a $1500 deposit for a hottub and now they are closed. How do I get my money back?

• Initial Complaint

  22/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 21 we had an in ground pool pump refurbished by King Pool in Kelowna. Sept 10th it was installed with a 90 day warranty. Oct 22nd the pool was closed by King Pool and the pump was shut down for the season. That's 42 days. April 4th, 2022 King Pool attempted to open our pool. The technician turned on the power & the pump burst into flames and experienced a complete failure. king Pool has refused to honour the warranty, claiming they subcontract the rebuilds and that contractor has changed their 90 warranty to 30 days. No one told us. Several emails were exchanged with Jerry M******* or Ivan K*******. Both names are on the emails. He offered to give us 25 bucks worth of caps at no charge, he offered to replace the pump with another rebuild at our cost, or a new pump at our cost or he could refund our money minus the labour ($336.00) We opted for option 3 although we are out a few hundred in labour. Sept 21, we also ordered a safety cover for our pool. Pool king forgot about us, and ordered it 6 weeks late, so finally in Dec it was installed and paid for in full. Now in April we find out our pool cover was supposed to be delivered with a large storage bag. We have had to fight for the pool cover bag, and all we have so far is a fax request. No expected dates, no estimation of time line... nothing. Therefore we took the offer of 300+ for the pump. Mr M******* did not respond to my last email. However, the owner of King Pools (Jerry M******* claims he enquired into our missing cover bag on March 10th. how is this possible when he didn't know until April 4th (according to his email) We would like to be refunded for the entire cost of the custom pool cover + install + other fees $5188.12 because we did not receive all of the products we paid for. The warranty is probably void now because it was not taken care of as per the warranty. And we would like the remainder of invoice ***** for the pump rebuild and labour because they will not honour the warranty.

  Business response

  22/04/2022

  Hello ******, 

  Here We are again. I truly do not understand some peoples reasoning. There are 2 separate Issues here Last Fall the outdoor pool Pump developed a leak and the motor bearings became Noisy. This is an off brand pump and would normally be replaced with a new motor or complete pump. Both would require modifications and could cost upwards of $1000. Instead the Clients chose a rebuild option of a motor rebuild and reinstall. We probably have over 150 motor services done yearly with very few issues. This usually totals less than half the cost of changing out the pump. We bill the rebuild at $300 sublet, Plus 1.5 hrs labor $180.

  The repaired pump worked until the pool was closed and winterized This Spring the motor sparked and stalled immediately on Start up. Repairs would once again require a new motor or replacement pump. The Clients requested warranty on the repairs. That probably could have happened as the failure was internal and had nothing to do with the previous cleaning and bearing service. It would be similar to having a battery installed in your car and 6 months later the radiator beside the Battery springs a leak. The rebuild shop also pointed out they only cover their work for 30 days. Basically there is no warranty after a winter of down time. We did nothing wrong on the removal and re-install and had charged fairly for our services. Old pump was damaged internally and could not be repaired. We offered the clients a high quality reconditioned pump at 1/2 the cost of new . Somehow they felt we owed them a replacement pump at no charge. I made 3 offers to get them operational but at their cost. They rejected my offers and requested their repair money back. I wrote them a check for the $300 dollar sublet service and the taxes and personally delivered the dead pump and check back to their residence the same day. There is no warranty or reimbursement on labor already fairly billed. There could be a labor adjustment or reduction on future services or replacement as a Good Will gesture. we were not given that opportunity.

  The second concern they have mentioned deals with a Custom measured and fabricated ********* ****** Safety Cover. Their pool is a very unusual Pallet shaped pool that has a large portion of their lower deck area protruding into the pool. The shallow end is radius cornered, with a set of stairs protruding out from the strait wall. The opposite deep end starts curving clockwise from the flat sidewall into a large 18 foot across, half circle inside curve and transitions into a tighter outside curve for the deck outcropping and back into the sidewall towards the shallow end. I have only run into one other similar Pallet shaped pool in my 30 year career.  Unlike a Rectangle pool which use off the shelf prebuilt covers, this one required detailed triangulation measurements and engineering to build and meet safety standards. I did one call for rough measurements which are submitted to my distributor who sends them to the manufacturer and gets an cost estimate back to me. I add my Profit and installation estimate and presented that to the clients. If accepted I take a deposit and have the order processed. When the cover arrived we laid it out over the pool and drilled the 80 plus anchor holes for the flush deck anchors. in ordering. Delivery was indeed late in the year due to supplier issues and Covid related supply and shipping delays. We installed the complicated cover in early December when the weather cooperated. 

  This Spring, upon opening the pool and removing the cover, it was discovered the client was missing their storage bag, which is normally supplied with the covers. We checked our vehicles and storage areas before ordering a replacement. I believe this is a $30 aftermarket part and is usually made from the same breathable cover material with a rope at the top to close the bag, similar to a ***** ****. I will deliver the bag when it arrives at no charge.

  I do not see any valid reason the client is requesting a refund on his Safety Cover purchase. 

  Perhaps I am missing something here and you can enlighten me.? I truly feel we have gone above and beyond what would be considered normal customer service. I would also be interested in what the final costs will be to get a pump working for their pool.

  I know it won't be supplied through our firm

  Thank you,

  Jerry M*******      Owner      KING POOL & SPA

  
  

  Customer response

  22/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  First "here we go again"? Obviously King Pools previous dealings with the BBB should be offering a hint as to their business practice.
  

  I think Mr M******* is deliberately being obtuse and hard to deal with.

  The pump, we did not request any fix or any rebuild at any time. Ever... in fact he suggested in the emails provided the bearings be serviced. He came and got the pump without telling us and reconditioned the entire unit. We paid the bill not overly thinking much of it. It was clear there was a 9o day warranty. Then, as he mentions in his email, he shifts blame to his subcontractor and reduces the warranty to 30 days, but offers another reconditioned pump with 90 days. He's contradicting himself repeatedly. He also claimed he had no idea (check the emails) there was ever anything wrong with the pump, but today offers a completely different excuse.Which is it?
  

  We at no time expected or asked for any other pump. Read the emails Mr M*******! We wanted the warranty honoured. How you honoured or didn't honour a warranty is all you.
  

  You offered solutions we found unacceptable. However one of those solutions was a refund for the pump without  the labour. This was your idea. Not ours, so please stop whining about not being afforded opportunities. If there was another solution, you should have mentioned it. Again, this is an untruth.
  

  The plain and simple truth is,  there is a warranty in place, it should be honoured. Period. What happened, who did it, or why it happened is inconsequential. The pump is broken, and unless you have claimed (which you have not) the broken pump is somehow our fault or we caused the damage on purpose, the warranty should cover this. It was used for 42 days, the warranty is in tact. How the pump is fixed, who does it, or what you replaces it with is up to you. Not us. Therefore, we claim no responsibility for warranties not honoured. You cannot change your mind regarding warranty repair after purchase without agreement from the purchaser. Law!
  

  Secondly the pool cover and bag. We tried to order a cover in sept. 6 weeks later you finally ordered it. That has nothing to with shipping and supply. You messed that up. Own it. But when the cover was installed isn't the problem. What shape my pool is, what my deck looks like or where the stairs are is just verbal diarrhea.  It has nothing to do with the subject matter. Stay on subject.
  

  What is important, is I paid for a complete product and did not receive the entire product. Period. This alone, according to the law, is justification for refund. The fact that we allow the situation to be corrected is up to us, not you.
  

  Your employees took of our $5000.00 cover off. Its wet and full of chemicals. You didn't clean it, you didn't put it away, you just left it in a pile on my deck. You didn't attempt to dry it, nothing... your own technicians called us asking for the bag. They also asked where the power was. Considering its right there beside the pump speaks volumes towards your employees competence. Regardless... that isn't the issue.
  

  The warranty is clear about cleaning and storing. Your actions are voiding the warranty. Therefore why would I want it? If your company is not willing to treat my property as you are being paid to do, why would I want to keep said property? Or you for that matter.
  

  The fact is, you provided a product (the pump) that did not meet the warranty promise. Therefore, it is your responsibility to make it right. Not ours, not the subcontractor, yours. IT IS ILLEGAL TO CHANGE THE WARRANTY AFTER PURCHASE WITHOUT CONSENT. If your business practice warrants the "too bad so sad" motto then shame on you. So far you have blamed your pump rebuild guy, shippers, covid, supply channels, odd shaped pools, stairs, and decks. You are literally making constant excuses while trying to stray from the topic. You are concerned with only your bottom dollar, not the service, not the product... you want minimum effort and maximum payout.

  My entitlement lies with the money paid for the product or service provided. This is the law. Look it up. You have refused to honour the warranty, you have attempted to ruin my cover. Now I want every dime of my money returned.

  To end this, I have to question Mr M******* faxed a request to the cover company requesting the bag on March 10th but apparently did not know of the problem until April the 4th. How is that explained?
  

  To rectify this situation, we want the warranty on the pool pump honoured. If that means fixing it, replacing it, swapping it out for another rebuild that's fine. Our pump should be installed, working and doing the job in which it was meant to do. That service should then carry an additional 90 day warranty. For the cover, it needs to be cleaned, dried and put away according to the warranty. The bag will be replaced, the cover placed in it and stored. This should all happen prior to April 28th. We will be out of the country after that. If this can be accomplished I will withdraw our request for refund on the cover, provided the warranty is still in tact.

  If this is unacceptable to King Pool, over the course of the summer season should my pool experience any other damage as a result of the pump not being installed or because I am now being forced to use another company or the cover warranty being voided I will then seek compensation for that.

  Honour your warranty Mr M*******.
  

  Business response

  30/04/2022

  Hello ** *** .

  It would appear the client is more concerned about my personality and integrity as a business owner as opposed to the facts of the situation.

  Last Fall My Technicians removed a noisy and leaking Pump assembly for a sublet rebuild. The repair facility cleaned the pump replaced the bearings and seals and we picked it up and reinstalled it. The pump ran for a month and was shut down for the winter. On opening the pool This Spring the pump immediately sparked and smoked indicating an internal failure. It was removed and returned to the sublet facility who were unable to repair the motor. Apparently one of the magnetic coil windings had lost its welded mount connection to the casing and fallen onto the armature. (the central part of the motor) This has nothing to do with the rebuildable service done previously. Simply an internal failure of the motor assembly. It is not a repairable piece. At that point whether there was a warranty for 30 or 90 days on the unrelated repairs ii became a mute point. 

  I offered the clients options to replace the pump which were rejected and I returned their dead pump and the sublet portion of their paid sublet service bill from the previous Fall. 

  In regards to the pool safety cover I am confused. This is a separate service request and is not related to the pool pump. I measured the pool and had my supplier quote me a price. We added the usual mark up and installation fees, took a custom order deposit and ordered the very Custom cover.  The cover was installed in a reasonable time frame and the pool was put to bed for the winter. We installed other  customers covers after that. 

  When the service crew removed the cover this spring, they enquired about the storage bag which apparently did not come with the cover as they usually do. At the same time they were unable to complete the pool opening as the pump would not run.

  I ordered and received a separate storage bag and personally handed it to the Mrs., On a Saturday when I found it in a recent parts shipment. 

  She asked me to put the cover into the storage bag but demanded I clean dry and fold the cover first. I asked If there was room on the lower deck to lay it out and started to explain I would have the service Technicians do that on the Monday.  (It takes more than one person) but before I really spoke she made a rude comment and closed the door. Our conversation was over.

  I really don't think we faulted anywhere in measuring, quoting, ordering or installing the Custom winter cover. The bag shortage is fairly minor. I ordered and delivered the bag immediately on finding out it had been shorted from the supplier.

  I am not in a position to, nor should be expected to refund the cost of the cover and install because they do not like me, or my handling of their unrelated pump issue.  

  If the cover, measuring, installation, or safety of the cover was wrong there might be grounds for discussion. That is not the case and I feel I have gone over and above my obligations to this client with their custom engineered, built and installed cover.

  Their is no refund from my supplier on Custom fabricated products and I will not be refunding any costs they have payed regarding the Safety Cover.

  I will encourage this client to seek any pool help from other firms in the future. We will be unable to assist them. 

   

  J M*******       Owner      KING POOL & SPA SERVICES Ltd.

  Customer response

  03/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  As I’ve already explained. I have withdrawn our request for compensation for the pool cover period. As for the pool pump. It was warranted  Period. If the warranty had specifications or stipulations it must be in writing. That’s the law, live with it. 
  

   

• Initial Complaint

  17/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  King pool and Spá- owner Jerry, was hired to replace my pool liner in 2019. His guys came and took out the old one and put the new liner in. Once the liner was in and the water was filled, there were wrinkles in the bottom of the pool and on all the corner there was ballooning around the top of the pool between the water level and the edge of the pool. I called Jerry and told Jerry about these issues and he said he will come and look at the pool. Jerry would set up a time for example Thursday at 10 am. Yes I will be home. Thursday 10 am comes and goes and nó show for Jerry. Call him the next day and he tells me that he is super busy. That went on several times that summer. Fast forward to Jan of 2021. I get an email from his office about this file and if I don't come in and pay the outstanding balance it will be sent to collection. I respond back to them with my email started that the liner still is not acceptable and is not complete. It still has issue that Jerry started was going to fix and hS yes to do so. May 2021 comes along and Jerry comes to my pool and takes picture of the issues of the ballooning on the corners and the wrinkles on the bottom of the pool. Tells me he I'd going to go to the liner company with the pictures. I think ok great, we are getting somewhere. I hear nothing. Fall of 2021 ' Jerry sends over a guy in a wet suit to check out the wrinkles in my pool. We allow him to look at the pool, even though we were not notified he was coming and we were on our way out to go camping. So he looks at the pool and check out the wrinkles and looks at the other guy he is with and they both say we can't get those out. So they leave. Don't hear anything from Jerry or King pool and Spá Last week, I get a call from a collection agency saying that the file is now in their office. He has turned it over to them. He has not fix my pool. I called the liner company that my warranty is with and was told that he never sent any claim in.

  Business response

  25/03/2022

  Tell us why here...Hello Mr. ***,
  
  I am always entertained by different accounts of the same situation, and how things are interpreted. You probably see this a lot of this. Here is my view.
  
  We have invested considerable amount of time and engineering in preparation of replacing Ms. ****** *****. Originally the project was to include custom fabricated steel steps and Fitted vinyl liner, Grab rail, winter safety cover and a gas heater. My work orders date from April 20 2018.  
  The Customer order for measuring liner only replacement was Oct 13 2018.
  The original Liner Lock was incorporated in a surface mounted plastic edge coping that was quite deteriorated and breaking away at the corners. This was a common coping used 20 to 30 years ago. Replacing it if very expensive today and the client chose instead to use a side mounted aluminum coping to hold their new liner.  This also requires a cosmetic surface finish to cover the exposed galvanized, steel pool wall.
  
  This coping installation was completed by others before we became involved with a liner replacement.
  
  In April Of 2019 we received a $2000 deposit and color selection, then remeasured and ordered the custom liner. Installation was June 14 to 17, 2019.  Please note our invoices and receipts all indicate: “unless prior arrangements have been made, all Work Orders are due and payable, in full upon completion of Services.” The client had been quoted full liner cost, prep, and installation with start up chemicals and taxes.  
  At completion, the client did not allow us access to start up the pool or add the recommended, new liner, pool chemicals.
  My team had identified a Wrinkle in the liner fit and indicated it could be repaired when the water and weather warmed up. We tried to get access in Late June of ‘19 but crew was told “They were going on vacation”. We did not hear back in the summer of 2019. The Pool has no outside heat source.
  Through out the fall of 2019 and 2020 seasons we E-mailed, phoned, and left messages no less than 9 times (recorded and initialled on statements, probably more) requesting balance of contract. 
  In every contact we did have, Ms. ****** was assured we would take care of the liner wrinkle. This was the only concern I had about the liner install.
  
  I was able to meet with Ms. ****** after she had turned away my Dive Crew, sent in to repair the wrinkle, last summer.  Apparently, the installation had a second problem that I had not previously recognized as a concern.
  Her main concern now centered around the way the liner fit in the 45* corners.
  The installation of side mounted coping reduces the perimeter length of the liner locking bead over what the original surface mounted coping would have used.  The integral bead sits approximately three quarters of an inch narrower around the entire parameter of the pool. This sets the top of the liner inward from the steel wall. This is a normal response in every pool but becomes more visible the sharper the corner joints are. The water pushes the liner flat to the steel wall but creates air space behind the liner and gaps or ballooning at the corners.
  I took pictures of her concerns, and I did send these pictures on to my Distributor for ****** Products. He may or may not have forwarded them to the manufacturer?  As a liner specialist, he agreed the corner fit and air gap behind is normal with all liners. It becomes visually accented when surface mounted liner retainer is used. He also agreed with me that a replacement liner would not improve the fit, however a lighter color choice or tile boarder on the vinyl might lessen the visual impact. He also agreed with my assumption the wrinkle was relatively minor and could be removed with heat and a reset.
  As pool liners age they take on moisture and calcium, causing them to soften and stretch. When aged liner pools are drained, the liner shrinks as it dries out. Once liners are 4 to 5 years or more old, we become reluctant to drain the water as the shrinkage and brittleness can crack and shatter the liner. This liner is new enough that this will not be a concern when drained.
  
  I can sketch out a sidewall cut a way and liner hang, if my written description of the problem is confusing?
  
  In short; A replacement liner may correct the wrinkle issue, but will not improve the corner fit in any way.
  
  Ms. ****** has been in direct contact with the manufacturer and believes I am responsible to replace the liner under warranty?
  I value my relationship with the Manufacturer and my Representative and truly believe the issues explained above are not a warrantee related problem.
  I have also informed Ms. ****** I will be doing no further work at her pool, or on her behalf for warranty repair or replacement (if authorized) until the outstanding contract balance and related costs are paid in full.
  
  Thank you for your attention to this matter but at this time I am comfortable with our company’s response to the customers complaint and feel we have gone well above the necessary steps to satisfy her concerns.
  I hope you understand, I have less desire to jump through hoops to keep our clients satisfied when they have out-standing bills and have made no attempt to pay they.
  I am also quite skeptical that we will never be paid even after installing a replacement liner?
  
  Please advise what happens next in regard to a BBB complaint? 
  As you can tell from your files, we have very little experience having to deal with complaints and have always tried to maintain a Customer First position.
  Thank You,
  
  Jerry M*******        Owner,      KING POOL & SPA
  
  We have pictures and copies available of all communications and requests for payment relating to this Customer.

  Customer response

  01/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  March 31st 2022
  Dear ****** ***                                                                            
  ***** *** *** ******** ** *** **** ** ******* ** *** ****** **** **** **** *** **** ** *** ** ******** ** ** *******  ***** ** ****** * **** **** **** *** ** ** ********** *** * ** **** *** *** ******* ** *** *** ***** ********* *** ***** ** *** ********* ** *** *********** ** *** **** ****** **** *** **** *** ********** ** ** * **** **** *** * **** *** *** ******* ** ********* ** ******* ** ** *****  * **** ** *** *********** ** ******** **** *** * **** *** **** * **** ** ******* *** ******* ** ******** *** ******* **** * ********  **** *** *** ******* *** *** ******* ** ******* *** ******* ******* *** *** ******* ***** *** **** **** **** ******* **** *******  ** *** ** * **** ** ********  ****** **** *** **** ** ** *** *****  ********* *** *** ***** * ****** ***** *** *** **** **** ** **** ** ** *** **** ********* *** *** **** *** ********** ** **** *** *** *** ***** **** *** ********* *****  *** ** ** *** **** *** *** *** ***** *****  **** **** ******** ******** ** **** *** ***  ** ******** *** ******* *** ** **** **** ******* *** **** ****** **** * ****** ******* **** * ****** ***** ****** ********* *** **** * ******* ** ***** *** ******* ** **** *****  **** *** ** **** *** **** *** ******  *** **** *** ************ ***** **** **** ** ** *** **** **** **** *** **** *** ***** ** *** **** ******* ** ** *** *** **** **** ***** ** ***  **** *** *** *** **** ********* *** *** ***** ** **** **** ** **** **** *** *********** *** *** ** *** **** *** ***** *** *** *** **** ***  **** *** *** **** ****** ** *****
  I ordered a replacement liner from king pool and Spa with the full intention of paying for the completed job once it was completed to customer satisfaction.  Since the very beginning of the install of the liner, King pool and Sap has known of the issues of the pool liner.  Even if he doesn’t want to admit to you, he was made aware of them from the very beginning.  To prove he was aware of the ballooning he came and took pictures last May and told me he was going to send them to the liner company and try and get it cover under insurance. 
  I am also not clear of what he is talking about with he refers to the plastic coping being quite deteriorated.   The company Interior Pool and Spa was the company that installed the last pool liner in 2010, Jerry was co-owner of that business.  ***** *** ***** **** ** ***** **** **** ***** **** **** ** *** ** ********* ******
  My point to this letter is that when you hire a contractor to do a job, you want the job done in its entirety.  I don’t have an issue with paying for the complete job.  I do find issue with paying for a job that is incomplete or in this case would need to be redone. 
  I have never seen a pool liner balloon at the edge around the top of the pool.  I would think that a few years with our Okanagan sunshine on this liner it will only get brittle over time and it will crack as soon as little hands touch it.
  I would also like to point out that once they completed putting the pool liner in and the vacuum was in removing air from under the liner. They did not come back to check up on it.  My husband also reminded me that when he went into King Pool and Spa, Jerry handed him the chemicals for the opening of the pool, they are on our bill.  So, whatever he wanted in the pool was added.
  I want the liner to fit correctly.  The one that was removed fit properly.  Maybe the liner needs to be changed to a different liner type?  I am not sure.  I just know that this is not acceptable. 
  I don’t have the easy solution for this other than suggestion of trying a different liner type or re-measure allowing a little more slack for the walls.  Maybe contact ****** pools and see what their suggestion is regarding the ballooning.
  The job will be paid in full once the contractor (King Pool) completes his job, kind of like all the other contractors I have hired.
  
  ******* ******
  Sincerely,
  
  ******* ******

  Business response

  12/04/2022

  Hello Mr ***, and Ms. ******,

  The reply the complainant has provided you is understandable and I am glad for her that her other contractors provided services that were acceptable. 

  In our case, we do no use a formal liner replacement contract.  As with all services we provide including our commercial clients, we provide a simple detailed estimate with costs and a a request for color choice and a special order deposit, which was received. The Balance is due upon the installation of the liner.  We warranty all our work. 

  I measured the liner and sent the specks into the ****** Pool manufacturer through my distribution Contact ******** **** ******* *** ******** ** *** ********** ************ ** ******** ******* ******). They provide a sketch and a sign off sheet which I approved and returned.

  When the custom liner arrived, we installed it. It was noted at that time there were 2 areas where there were wrinkles at the deep end, bottom corners that needed to be adjusted. This is a reasonably common problem with liner installations. Often it is noticed and the liner can be reset into position without the wrinkles. Occasionally the wrinkles are missed or do not show up until filled.  It can usually be solved and adjusted when the water warms up to swim temperature (Plus 84*F.) The adjustment simply suctions the liner away from the wall and allows the stretch to retract and remove the wrinkle. We usually require 2 or more employees with dive equipment to work on this.  When my crew returned to do the adjustments, they were turned away as the owners were going on holidays.  When they returned and contacted us the ambient and pool temperatures had dropped considerably. There is No heater for this pool.

  Last year *** ********* *** **** ********** **** ********** there were huge delays and shortages with all of our suppliers. In our case our biggest issue was lack of staff and especially experienced staff. We basically could not put the right people on the job at the right time. When I did have people come available 3 times but the gate access was locked. I would like it noted the customer did make any attempt to pay the outstanding balance or even part of it and hold back 10% for completion'. We have repeatedly requested payment for over 2 years now. 

   I had taken the stand that no further work or adjustments were to be done for this client until we see some payment. The next step was to follow through with sending the bill to collections. 

  *********** ** ** *** *** **** **** ********** ** ** ***** **** * ********* ****** ** **** ** ** *********** ***** **** ******* *********

   

   I Suggest again the client contact ****** Pool direct if she feels the liner fit is a warranty problem. I suspect they will have their Distribution rep inspect and possibly remeasure for a replacement liner. If the manufacturer allows a warranty replacement they will usually provide an installation allowance.  If they want me to replace it, I have changed my mind and would consider installing a replacement liner . At least I would get partial payment for my troubles.

  I do want to repeat the bulging or ballooning of the liner in the pool 45* angle corners is due to the track installation and not the liner fit. A new liner will fit the same.

  It is simple Physics! Move the liner mounting point inward from the pool wall and there will be an air gap tapering down to the water level. The the closer the water gets to the track the more pronounced the air gap will appear.

   

  In closing if Ms. ****** wants to pursue this further I believe we will require the services of an adjudicator. 

  Thank You,

   

  Jerry M*******       Owner      KING POOL & SPA SERVICES Ltd.

   

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them come close our pool. We advised them the morning of our closure that we had all the chemicals and plugs required in the pool shed. When we got home we noticed that the tech missed a jet. When we called that afternoon they said the tech would return the next day. Had we not noticed this the pool would have been ruined. The following day the tech called and tried to tell me the jet was a ladder hole. I had to explain where the jet was and he then realized he had missed it and said he would call back. He called a bit later and said it was done. I then received a bill that included all the chemicals we had available to them. I called to have them removed from the bill which they did. I was not feeling confident in this company so I hired another company to come make sure it was done correctly. That company found that the last jet plug was not installed correctly and wasn't sealed. I tried to speak with the owner but his wife (Debbie) wouldn't let me speak to him. She was instant that they did it correctly and told me to go elsewhere if I had issues. I explained that I wanted a refund on my money since it wasn't done correctly and she told me to prove it. I tried to explain that the new invoice from the second company states that the plug was not installed correctly and not sealed but she wouldn't hear it and was extremely rude. They could have ruined our pool and have chosen to deny any wrong doing and take no responsibility. *** ******** * **** **** ** *** *** *** *** **** ************* ** * **** ****** *** ******** ******** I do feel I should be entitled to a refund since i had to pay the second company to do the job I paid King Pool to do. The owner has not returned my calls like he said he would. I followed up with him with an email as well with no response.

  Business response

  19/11/2021

  Hello, we have talked with customer and agreed to refund her. She has already received refund and all is settled.

   

  Thank you

  Jerry M*******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩