ComplaintsforMill Bergen Pool Center

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 22, 2021, Mill Bergen Pool Center changed my pool liner and charged $3,700. They did an awful job. They had a bunch of packages with liner, and would, like stickers, stick them onto the pool wall and floor. After one year, you can see the knot screws which are RUSTED on the bottom of the pool floor, which is not supposed to happen because a pool liner is supposed to last from ***** years. I brought the pool water for analysis, and every time it says that there are heavy metals in the pool. (There was a ***** in the middle of the floor, but I removed it right away.) I followed what Mill Bergen Pool Center told me to do. They told me to put, pool magnet plus in the pool water. This happened 4 times. I went again and it still showed metals in the pool. I asked them, what to do so my children could ***********, and they said that they did a bad job and that I have to change the liner. They sent a "technician" and he said it is because of the ***** It is clearly not. The rusted knot screws are aligned on each side and are not because of a ***** that fell into the middle of the pool. When you brush the rusted spot, you can feel the knot ***** underneath the liner. RUST IS NOT A JOKE, IT IS DANGEROUS *******************. They did a crappy cheap job which is totally unacceptable. They are supposed to be licensed and from the way they do things, it seems that the license is FAKE!! The outcome of their job is a disaster, especially for a pool that isn't used all the time. No matter how many times you go to talk to them, they are rude and nasty. They only act nice when they want money from you and once you give them what they want, they don't care anymore and don't even want to help you. Please find attached photos of the rusted knot screws on the bottom of the pool and the receipt for this job.

  Business response

  09/22/2022

  First and foremost at Mill Bergen Pools I believe that customer service is the top priority in our business. Sometimes clients can be unreasonable in their requests. So as I am told the client ordered a new liner and had it installed while having work done at his house. The house was under a major renovation. The liner was installed without any issue and months later this complaint came in citing a ***************** on the liner caused by an external metal object falling in the pool after the liner was installed and rusting. We do not use nails or screws in a liner replacement the liner snaps into a plastic receptacle. Also note that the liner was installed mots ago and the complaint is being made now. The stain is vey small i do not know what the client is expecting from us but i am willing to listen. I also can say that on occasion certain metal removing chemicals can remove or really lighten the stain they are discussion but this would require draining the pool. That's up to them.      

  Customer response

  09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  those people are lying. There was construction, but the knot screws are underneath the liner and even if there was a ***** there, the person should've opened their eyes and taken the ***** out before putting the liner. The knot screws are basically part of the pool, underneath the liner which can't be removed. I need someone from the BBB to come check this out in person because what these liars say is not the truth, which you can even see from this company's ****** reviews, that they are fake and a bunch of liars. If someone can come check this out from the BBB, it will be really appreciated. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  11/04/2022

  I spoke to the gentleman who did the actual install and we discussed the fact that the item that caused this rust stain (again approximately 1/2" inch in diameter was caused by either a circular item possibly a coin or a washer. Neither are used in a liner installation or are even a part of a pool. This item fell in after when we both don't know. Our warranty and the manufacturer's warranty does not include stains. I cannot give you a new liner 3,000-4,000 value because a non-pool construction item fell in the pool. I understand that this blemish may be unsightly and again offer a suggestion that will resolve the issue. We can have a small piece of the same liner pattern adhered to the liner over the blemish covering it. This can happen without draining the pool and eliminate the issue once and for all.     

  Customer response

  11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   
  As we said before there is no coin or metal object loose in the pool.  The object that is rusted appears to be under the lining and maybe punctured the lining. It existed before the lining was put in. It should have been dealt with when the cover was installed. I could prove that to you, by emptying the pool and examine the spots right under the cover, so I could prove my point. If Im wrong then Ill take the blame and if youre wrong then you have to do the right thing by replacing the liner and pay for refilling the pool. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, August 2nd 2021, the above business charged me a service fee of 92.54 to vacuum my pool to clear it. i have what i believe is yellow algae in the pool that settles to the bottom. i took a water sample to the store and they sold me $156 worth of pool chemicals to get rid of it. unfortunately, that did not work so i called them back for the referred vacuum service and sent me two people who did not have the equipment to do so. they had me wait 30 minutes and sent another two people who also did not have said equipment. they came with chemicals (ones they previously had me buy as stated above) and ensured that this would work. they instructed me to run the filter for 24 hours to clear up. it has now been 5 days and my pool has the same issue still. when i contacted them to ask for them to come and vacuum my pool like i had initially paid for and wanted, they have requested me to pay for this service again. i dont think this was fair when my service wasn't met the first time

  Business response

  09/11/2021

  ********* I am sorry that you had this experience. Water chemistry and water clarity is not a simple science.  There are various factors that can affect it. Some of them are filter type, filter age, pump size pump age, time filtration runs a day, water temperature, and water balance. That being said the start of any water issues is to test and balance the water. If there is a special algae there will need additional chemicals besides the balancers needed to combat it. In addition the filter must be ran 24 hours a day until the issue is resolved and it must be cleaned daily. If cartridge washed daily, if sand backwashed daily if de changed daily.   If it is cartridge and the cartridge is old it may need changing. So all that being said I do not know the condition of your pool now but am willing to send our team out again at no charge to try to continue to help resolve your problem. I know this may too little too late as it may have eventually cleared from running and not be an issue anymore due to the filter and balancers finally working. I hope this is satisfactory to you let me know. You can contact me directly at ***************************  

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