ComplaintsforDel Val Pools & Spas

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been waiting two years for a circuit board for my hot tub. Gave a down payment of ****** dollars on Aug. 18, 2020 for part and future repair. Still waiting!

  

  Business response

  08/03/2022

  **************** is absolutely correct - he placed an order for his Spa Pack to be replaced - We are so very sorry, these parts are still on back order from the manufacture ( ************ ) as of today. We unfortunately are at complete mercy of ************ on these spa parts ourselves. Please understand that we have just been waiting to fulfill other orders as well. We have Offered to fully refund **************** each time he calls to check on them, However the customer has insisted he needs them and would like to wait. We absolutely understand & agree that 2 years is a ridiculous time frame to fathom, however these are computerized electronics not made here in *******. We of course will still absolutely issue a full refund to **************** if this is the resolution he wishes. Please try to understand a complaint to the BBB or any other online reference will not help to expedite the manufacturer or any other world wide issues that created this delay. It is only a method to publicly vent and/or tarnish our company. We sincerely wish we had the resources or means to complete Mr. ******** Spa repairs.      

  Customer response

  08/03/2022

  
  Complaint: 17610831
   
  I am rejecting this response because:I know that ********* is as much over a barrel that I am but my frustration lies in the fact that I only hear from you is when I call or show up at your location in Turnersville. When I called last time before I lodged my complaint I found that one manager had passed and left messages with two of you employees and did not receive a call back.. it is not my intention to tarnish your image just some human compassion would be mice!
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  06/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from the company in June of 2018. It was not installed until end of August 2018. We had problems in summer of 2019, 2020, and 2021. We had them out for issues with the filter, sand constantly in the bottom of our pool, and for water levels going down often too quickly. They told us it was heat causing water to go down, despite never coming out to look at it. When I finally did get a tech out, he came for about 5 minutes and told me it wasn't a filter problem or sand. He said I had algae and never even looked at the filter. This summer we are losing water drastically. We found a tear in the liner behind the steps that was located at the seam. After my past dealings with this company, I wanted to make sure I was correct. I had another pool company come out and they did confirm the tear was at the seam. Del Val is saying it is a liner tear that went to the seam and will not warranty. They are requesting $2300 paid in full to even get on the schedule.

  

  Business response

  07/01/2021

  We did build the customers Pool in August of 2018. Customer has only had 1 Scheduled Service Call here with us over the last 4 seasons. Customer was never charged for any visit from our Company on the item they had concerns on. Customer has never scheduled Del Val Pools for any other maintenance on the Pool ( Openings or Closings ) over the years. 
  
  
  6/19/19 - Customer believed sand was shooting back into the pool from the filter @ which time we schedule a service call to evaluate - Techs reported  all equipment to be in proper operation, no leaks, pressure issues, or sand in the pool. In fact we use a Recycled Glass Media inside the filters which are a mix of Blue, Green, Clear, & Brown Mini Pellets. So there would not be any sand shooting back from the filter at all. Techs reported it was dead Algae which does resemble sand. There was no additional concerns or calls noted from customer on this issue even as of today?  
  
  
  3/15/21- Customer called to say water is low, However he believed it may have been accidentally pumped out from the cover pump over the winter months. We had instructed for them to keep an eye on it and let us know if there was any additional issues or significant water loss. We had not heard back from the customer in regards to this issue until several months later. 
  
  
  6/30/21 - Customer called to report a large run off of water leaking from the pool with the pool water level lowering very quickly. We requested if they would send us a video to help provide immediate assistance in what they were experiencing. Customer provided video & photos of a large tear they found underneath their steps/ladder. Customer asked if this was going to be covered under warranty at which time we had explained the manufactures coverage of seam separation warranties. From the photos provided it did not appear to be a separation at the seam, however is more of a large tear that stretches up to the seam line. In which case we advised how this would not be considered a manufacturing defect. We further explained how the Manufacturer is the final determiner of such warranties. We provided an estimate for a replacement liner to be installed and would facilitate returning the liner to GLI ( Liner Company ) We did not hear back from customer until today’s report filed with the BBB.  Customer can contact the manufacture directly or would need to hire us for a replacement liner ( labor would not be covered under liner replacement warranties after 4 years regardless ) - would reimburse the customer for the cost of the liner only once the manufacturer made the final determination.   Tell us why here...

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