Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased in 12/24 due to sale. Installed on May 23rd 2025. June 2025 noticed severe fading of liner. It is supposed to be dark blue. It is now light blue. When talking to someone via email, I assumed that I was given ****** credit towards a new one only to find out I was getting a ***** credit. This is guaranteed not to fad with a 25 year warranty.

  Business Response

  Date: 07/14/2025

  The warranty is prorated by seasons. A free replacement or a refund is approved for claims processed within the first 90 days of ownership. A prorated replacement is approved if a claim is approved after the first season, or 90 days of ownership. Based on your date of purchase, you qualify for a discounted replacement at the cost of $205, as mentioned in our email conversation. We were never offering a credit, but a discounted replacement. Is the liner faded only, without any holes or other damage? If so, I would be happy to offer a partial refund as a courtesy if you do not wish to order a replacement. Please confirm. 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23566696
  
  I am rejecting this response because:

  it was purchased in December due to a sale.

  there was no way to put the liner in during the winter months. It was put in the month of May when our weather was good in ************. Yes the liner is faded. There is nothing else wrong with it. The liners are warranted to never fade. mine faded after 3-4 weeks. This is the reason we purchased from the company. My chemicals are always perfect and we use a solar cover. 
  I paid 269 for the liner along with other products to change the liner. My total was around 699.00. 
  I dont feel a discounted price of 205 is an adequate price for a warranted product to not fade. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/04/2025

  The liner was purchased from our company on September 6, 2024, not in December 2024 as stated by the customer. All liners come with a prorated warranty, which is based on their purchase date & date a defect is reported to us. If a defect is determined, the warranty fully covers the liner in the form of a free replacement or a full refund if the defect is reported to us within the first season of ownership (based on the purchase date). This pool liner was purchased September 9th, 2024 and the customer contacted us to report a found defect on June 24, 2025. Since the defect was reported 9 months after purchased, the customer qualifies for a discounted replacement at the discounted price of $205, as per the terms of the warranty. Customer did ask if we can throw in some free promotional items with her replacement order, and we did agree. We are no longer running the promotion for the free items, but will happily send them with the replacement liner, if the customer decides to reorder her warranty replacement with us. 

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23566696
  
  I am rejecting this response because:

  I paid ****** to have the liner installed. I do not wish to have a replacement liner. I feel I should have my money refunded or send me the ****** for the liner. As stated before, we purchased the liner in December of 24 and with our weather in ************ we could not install a pool liner until the weather changes. We installed in the end of May 25 and the warranted liner faded in less than two weeks. You want me to pay ****** for a new liner.  I dont need a new liner because I can not pay another ****** to have it installed. Please refund me the ****** it payment in full for the original priced liner. 
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pool liner from LinerWorld. Once it was installed we noticed several small Holes. We followed all the directions to install it. Once water started filling, it caused the holes to split. I filed the warranty claim like was recommended. It was denied! I payed almost $500 for the liner. They offered a 20% off offer discount for a replacement. The liner was only taken out of the box and installed correctly. Very disappointed with the company. I would like a refund for the quality of the liner and the fact that they will not replace it.

  Business Response

  Date: 07/14/2025

  We have fully refunded this customer, as she provided further photos showing an ink/printing issue with the design. While the holes she experienced in her liner are not considered defects and are installation issues, we have agreed to a refund due to the discoloration on a section of the liner. 

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my liner in October **************************************************** May it started leaking the first time we got in it. We found 2 wholes at the seam at the bottom of the pool on the side. I contacted the company with pictures and they came back giving me a prorated price to buy another one. Why would I buy another one when the first one is already ripped and they guarantee their liners for 25 years?

  Business Response

  Date: 07/14/2025

  All of our pool liners come with a 25-year, prorated warranty for manufacture defects. The warranty is prorated by seasons (90 days). A free replacement or a refund is approved for claims processed within the first 90 days of ownership. A prorated replacement is approved if a claim is approved after the first season, or 90 days of ownership. Your BBB complaint says this was ordered in October 2024, but the only order I am showing for your provided email on this complaint was for an order placed in January 2025. Can you please clarify this information for us? We may be able to make a warranty exception if the order was placed in January 2025 instead of October 2024. Please provide the order number and order name for this purchase so we can confirm and reassess your warranty claim. 

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchase the liner and within less than two weeks the liner ripped. The liner was installed by a professional pool company. We had only placed the chemicals in the pool not even the ladder was installed. Called the company advised them of what had occurred and included pictures and to receive a complete refund. They stated they did not guaranteed rips and there was no cause for this to occur. There was nothing in the area to cause the rip, no sharp object and no one had been in the pool as we were not even having good weather to go in. We had received the pool ladder that day. and upon entering our yard it was filled with the water from the pool. This was a poorly manufactured product, and they do not stand by product as we can see from the lack of response from them. I called twice and still have not had a return call from the "supervisor" as I was told I would receive. This is truly unprofessional at its worst. We never complain and always promote companies or even small businesses when we find quality, good product and service. They had none just showed no regard to the issue and left us without the money to replace the liner All we ask for is our money to be refunded but now it is the principal. The pool was filled and there was damage made to our property.

  Business Response

  Date: 07/14/2025

  This liner was purchased from us on 4/2/25 and was delivered to the customer on 4/5/25. This customer contacted us two months later on 6/5/25 to let us know they installed the liner, filled it full of water, added chemicals, and was ready to use the pool when they discovered that a large hole/tear had formed. They sent in a picture of the hole along with their email, and upon review of the submitted photo and their claims, we denied warranty coverage due to the damage occurring after installation and due to the damage not being a manufacture defect. The warranty does not cover installation damage or rips or tears that occur after installation/unboxing and inspecting the liner. The hole was not there after installation and the customer was able to fill their pool with thousands of gallons of water before the tear/hole occurred. If this hole or tear was discovered before installation or was discovered upon delivery, we would have covered this under warranty. We would be happy to offer the customer a discounted replacement as a courtesy, but we cannot cover this damage under warranty, as it is not a manufacture defect, nor did the product arrive to the customer damaged. Our policies and warranty coverage is posted on our site for review, and a copy is also included in the box with the product. 

• Initial Complaint

  Date:06/16/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid nearly $400 for a 24' pool liner and started unboxing (on a fresh soft sand pad). As we unfolded it we noticed a hole, took pictures and folded back up. I sent an email to support with pictures attached and was quickly told it wasn't a manufacturer issue and they would not replace. I've order from them in the past with no issues, but this is extremely disappointing! A waste of $400.

  Business Response

  Date: 06/18/2025

  We already shipped this customer a free replacement and resolved this issue before receiving this BBB complaint. A new employee incorrectly denied this customers warranty claim and this was corrected by management. Customer received a free replacement that was shipped on 6/16/25.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a replacement pool pump from LinerWorld last March. This first was also defective. I called the number on the "warranty" paper and was transferred to ********* She stated there is no warranty, they no longer carry them and I could get a discount on another product. I do not need another product. No refund was offered. I told her she had lied when the pump was replaced last year by sending "warranty" paperwork and now stating there is no warranty. I also called her b**ch after she laughed at me several times and told me I didn't understand. I asked to speak to her supervisor. She told me she didn't have one, that she runs everything. She then hung up on me. I am hoping the owner of this company sees this and realizes that ******** is terrible with customer service and is hurting their business. I also saw that the pump they sent me last year has a manufactured date of April 2020. She stated I couldn't get this pump anywhere else as they were the manufacturer and they no longer made the pump or any pumps. Clearly my pump they sent last year was four years old when received. I suspect they knew these were not good pumps. I also had to pay $100 when they sent it to me. My advice is do NOT buy anything from this company. Terrible customer service and they do not stand behind their products, My ask is they should be fined for false advertising by sending warranty paperwork when they don't really have warranties. What they have is simply a discount on a future purchase when you have a problem with their products. They should be forced to state they do not offer refunds, only discounted products. I know I personally would not buy from a company that doesn't actually offer a true warranty on these types of products had I known that upfront. In closing, I ask that ******** please do not respond to me by stating I do not understand the warranty paperwork. I may sound like a hillbilly but I am very educated. If this happens again, I will file this as discrimination.

  Business Response

  Date: 06/18/2025

  This customer placed an order for a pump over 2 years ago and had an issue with it, so we granted her a discounted replacement under the terms of our prorated warranty. She received a $241.00 discount off of the $340 pump, and paid only $99 for the replacement pump on 3/16/24. Since she made that warranty replacement purchase, we have discontinued and no longer carry any pool pumps, as our company decided to focus on pool liners and liner accessories only. We do not have any stock or any pumps for sale or available for warranty replacements. This customer reached out to us in June 2025 stating her replacement pump is having issues. Since the warranty that came with the pumps is prorated, meaning a free replacement is for the first season on ownership only (90 days) and a discounted replacement is granted after the first season of ownership for up to 5 years if covered under warranty for that particular pump, this customer qualified for another discounted pump under their warranty. I explained to her that unfortunately we no longer carry pumps, so we were unable to offer her a discounted replacement for the pump. I did offer the customer the option to use her warranty discount on anything from our store instead. The customer was extremely irate and would barely let me speak on the phone to offer assistance or other options. She was using terrible language and was calling me inappropriate names, as she mentions herself in her complaint. We did end up hanging up on the customer, as she did not allow us to talk to find a resolution, and was verbally violent and unreasonable. We do our best to assist all of our customers, but will not tolerate being verbally abused when we are doing our best to find a resolution for someone. That behavior is unacceptable and unwarranted. This customer was not willing to work with us on a resolution, and did not allow us the opportunity to explore other options besides the initial offered discount. Although the warranty is prorated and this customer does not qualify for a refund of any type, we have gone outside of our policies and refunded her in full for the pump she purchased on 3/16/24, as we do not have any replacements to offer her at a discounted rate under warranty. This refund was processed today 6/18/25 for the full amount she paid, which was $99.

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a pool liner from this company. Installed it and the water level started dropping once it was full. We thought it might be our equipment, so we replaced all the hoses, but the water kept dropping it dropped past where it would be leaking from the equipment. As it kept dropping, we found 4 holes in the side wall that look like they are from a packaging/Shipping staple. The water continued to drop so we decided to start looking for more holes. We found 4 more holes on the bottom of the liner on the opposite side of the pool. That also look like they are from some kind of large staple.We have been given nothing but a hard time from this company. They are saying they never got our phone call about the holes in the side wall. Even though on that call they said they would send us an email so we could send the pictures of the holes. We never did get that email to send pictures. We then decided to file a claim with them online. Never got a call from them in the 3 days the online form said we would. Since we didn't get a call from them, we called instead, they told us they never got that online claim either. Bad business. I can say that we will never recommend them to our customers!!! My husband is in construction, so we see A LOT of people with pools.

  Business Response

  Date: 06/18/2025

  We have been in constant contact with this customer and have responded to all of her inquiries. We received pictures of holes that we found in her liner after installation on 6/5/25. This liner was ordered on 4/22/25. These are triangle shaped holes unlike anything we have seen before. These are located directly in the wall and not on a seam or on the bead of the liner. The holes were not discovered when opening and inspecting the liner prior to installation, nor were they discovered during installation. These holes are decent sized and located in the border of the liner, which would have been noticeable during installation in the liner arrived in that condition. The holes are tears/punctures and not manufacturer defects, and were not reported to our company for 2 months after the liner was delivered to the customer, so the holes are not covered under warranty. The Warranty only covers manufacturer defects and does not cover rips, tears, weather damage, mis-installation, etc, and these holes only would have been covered if they were discovered when the liner was initially opened straight out of the box.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought product and installed liner in pool. It ripped within a day and pool wasnt even 1/2 way full. I should have returned immediately after noticing material was super thin and not very durable. I dont even want replacement, as it is just going to have same issues with quality. Also put review in thier website and it was taken down immediately, which is deceiving customers.

  Customer Answer

  Date: 07/24/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint however, the removal of my review on thier website is deceptive to other customers and what customers really think of there product. They show only 5 star reviews and delete all others giving false information. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pool liner in June (last month) and the liner had a seam defect and I requested a new liner. I had to pay the installer a second time, and Liner world did send a replacement liner. After the 2nd liner was installed, we found the new liner had the same issue. Liner World sent a 3rd replacement liner and I hired a new liner installer. This person came highly recommended from a large pool retailer, I was surprised they even would recommend someone, and he attempted to do the third install. After seven hours he explained the dimensions of the liner are not accurate and due to the snug fit we risk damaging the integrity of pool if we add water. I requested a refund from liner world and they denied the request for a refund. I didnt think it was wise to request a 4th replacement liner from the same company that already sent me three defected liners. Now that we have a 1500,00 water bill, paid ******* for liner installs, bought the chemicals to Open the pool numerous time and yet dont have a pool Im looking for Liner World to be held accountable for selling consumers defected products.

  Business Response

  Date: 07/10/2024

  What is the email you were using to email us under? I am not finding anything in our system under *******************. Please provide the email used for communications with us and I will look further into this for you. Thank you!

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a liner from linerworld for $416.00. Paid to have installed. Used 2 months. Covered for winter. Uncovered and it was ripped from bead in 2 places! Liner had 25 year warranty. Thought it would be covered in full Or refunded. Neither happened! Had to pay $200 more for replacement. Same thin liner quality came. Said I would have to pay $50 or more in shipping to send back! So I am stuck! I am a widow on a Fixed income and they have taken full advantage of me. I would like to be paid back for installation fee of the defective liner and the amount of the liners as well. I have attached orders , emails and photos. PLEASE HELP ME!I see there are several cases like mine where Linerworld has treated others the same!

  Business Response

  Date: 07/10/2024

  Hi ****** - The warranty that comes with your liner is prorated by seasons from your purchase date and defective liners are only fully replaced or refunded if discovered within the first 90 days of ownership. These policies are posted on our site, and a copy also came in the box with your liner. I do see we offered you an even greater discount for the replacement as originally offered and you placed a new order with us on 6/4/24. This discount was $200 off of the replacement. If you still need assistance, please let us know.