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Business Profile

Pool Manufacturers

Latham International

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Latham International's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 34 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have left 14 messages to try to talk to someone about a warranty claim. *** ****** put the pool in and he stated a representative named Dominque was coming to our home last week. But we have been put off about a small problem with pool for 2 years(liner). Now the liner is caving in and sides and seams coming apart. I can’t even get Latham to answer phone or call me back. I can’t even have anyone swim in pool because now we can get sued if they get hurt for this liner.

      Business Response

      Date: 07/14/2025

      Good morning BBB, We have initiated a claim for Mr. ***** for his liner SN referenced above from 2020 on 7/11/2025. Our team reached out to him post his phone call for additional details which include photos in order to determine if this is a manufacturing defect. Our admin associate will also be reaching out to his builder/installer to determine if they want to work directly with Mr. ***** since he indicated via telephone, they were also going to initiate a warranty claim. As far as calling 14 times that is not something I can research in our phone system. For future reference Mr. ***** can review the liner warranty on our website at ***************************** and also file a claim in the same location instead our team filed it on his behalf. Also please be advised that Latham Pool
      Products, Inc. (“Latham”) is a manufacturer of pool products. We do not install
      those products, and we do not employ or contract with anyone to install our
      products. Upon the request of a user, our website will provide a list of our
      customers who homeowners may hire to install our products. However, in doing
      so, we make clear that those contractors are independent businesses which are
      not affiliated or controlled by Latham.  I do hope this clears up questions on this matter. Thank you,  Sandra ******** Latham Pool Products 

    • Initial Complaint

      Date:07/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The pool was installed by a Latham Authorized dealer and has cracking around the top of the hot tub. They are not standing behind their gel coat warranty and trying to blame the installer. In looking online this seems to be there playbook as **** has all 1 star reviews related to this same issue.

      Business Response

      Date: 07/10/2025

      7/10/25 Dear BBB & Mr. *******, Thank you for reaching out to Latham about your Fiberglass Pool warranty. Please be advised that
      Latham Pool Products, Inc. (“Latham”) is a manufacturer of pool products. We do
      not install those products, and we do not employ or contract with anyone to
      install our products. Upon the request of a user, our website will provide a
      list of our customers who homeowners may hire to install our products. However,
      in doing so, we make clear that those contractors are independent businesses
      which are not affiliated or controlled by Latham.  I have attached the
      record of the warranty claim which includes a copy of the Limited Lifetime
      warranty and supporting documents associated with the claim. The warranty team did provide an offer to
      Mr. ******* to repair the pool however this was not accepted and is also not covered under the warranty. If Mr. ******* would
      like to proceed with the repair, we are willing to offer a good will discount
      of 20% off the $5000 repair recommendation to install tile on the perimeter of the pool/spa. If Mr. ******* would like to proceed, please reach
      out to **************************. referencing the original claim number  Kind regards, ****** ******** 

    • Initial Complaint

      Date:05/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My liner was installed mid July of 2021. I started noticing wrinkles in the summer of 2024. I had it drained this year so the wrinkles could be straightened out before opening the pool. Once the company started pulling the liner they asked did the liner fit correctly when installed. I told them yes. It fit just like it was supposed to. They said the liner had stretched and was to big now. I contacted Latham customer service and opened a claim. Once they got back to me they said this wasn't covered and they would give me a discount and charger me $1309.69 for a new liner. I agree that is a good price. But the material was obviously defective and the warranty say's I should only pay 30%. I have had Latham liners in the past and never had this issue. I disagree that i should have to pay anymore than the 30%, if anything at all. I still have to pay $1500 to get it installed.

      Business Response

      Date: 06/23/2025

       Good afternoon, It would appear the information in the photos provided by Mr. ********* indicates
      possible wrinkles caused by an outside source such as a PH imbalance or another
      cause. Installers use vacuums during the installation process to ensure no air
      gets trapped behind the liner and you are left with a form fitting liner.
       Like a Fiberglass shell, a vinyl liner pool should never be completely
      drained unless necessary. Once this pool was drained, there was no weight
      assisting in holding the shape and could allow air to get behind the liner,
      further creating or emphasizing these wrinkles. Our warranty covers the separation of our seams during the
      manufacturing process. Although this was not a true warranty issue, a goodwill
      offer has been sent in the amount of ~$1309.69 to assist in getting a new liner. I have attached a copy of the warranty and the link to our warranty below for further reference. Warranties - Latham Pool Thank you, Sandra ******** Latham Pool Products

      Customer Answer

      Date: 06/23/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  

      Regards, 

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

    • Initial Complaint

      Date:03/31/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have a warranty with the company that covers fading on our fiberglass pool. The pool has faded a lot and the shallow end doesn't even match the rest of the pool because it is so faded. Even our pool installer agrees the pool needs repair from fading and/or discoloration.

      Business Response

      Date: 04/07/2025

      Thank you for the opportunity to respond,  Upon reviewing your claim ********** and the accompanying documentation, we have noted that you possess a warranty dated 2011, whereas your serial number indicates that your shell was manufactured in 2015. Due to changes in the Limited Lifetime warranty terms between these years, this issue is not covered under the 2015 warranty. Each shell is provided with a copy of the applicable warranty at the time of purchase, so it is unclear how you obtained a copy of a 2011 warranty and signed it accordingly. The gel coat is no longer covered under the 2015 warranty. However, as a gesture of goodwill, Latham is willing to split the cost of the recommended Eco finish with you on a 50/50 basis. If you choose to accept this offer, please contact us directly at *************************** Using your claim number noted above as a reference. Kind Regards LPP/Inc. 

    • Initial Complaint

      Date:01/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a Latham Fiberglass Pool from ****** ***** in Shiner Texas in July 2023, Within 1 week of the pool being installed, some of the finish came off. Patrick from ****** ***** filed a warranty claim with Latham Pools. Someone was supposed to contact me and set up a repair time in November 2023. However, no one did. I have all the emails from ****** ***** showing this, I need someone to call me and set up the repairs to the pool

      Business Response

      Date: 01/23/2025

      Thank you for the opportunity to respond,  A claim for this customer's issue was submitted on 1/21/25 but we are waiting on some additional information to be able to make a determination. If you could please provide the following information we will be able to move forward with our review of this issue. A copy of the picture we received is attached above.  Please provide: 1. Picture of the entire pool 2. a backed-out photo showing the location of the issue 3. Photos of issue with the filter turned off and water settled so the issue can be seen clearly 4. If there are more than one issue in the shell additional pictures of those issues.  Please email these to **************************  This customer can contact us with any questions using the email above or by phone at ************** option 1 and an associate will be happy to assist.  Kind Regards LPP/Inc.    

    • Initial Complaint

      Date:10/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 submitted a warranty claim for a ****** ********** pool, ****** as been absorbed into Latham. The pool had a crack in the deep end corner. This has previously been repaired by ****** under the "life Time" warranty (see Picture attached, white section is underwater putty to stop further progression).

      This time the claim was reject by Lathum without anyone inspecting the pool, purely based on the photographies that I sent. These photos showed the new crack exactly in the same location as the 1st crack as the photos showed new crack in the newer paint from the 1st repair.

      After several phone calls to Michael L***** (Warranty Claims) he agreed to send out a "Team" to inspect, determine coverage, and repair the pool (See Email Attached). However (Wednesday Sept 25th, 2024) only (1) person showed and that was the technician to repair the pool. He called the "office" several times but got no answers. I questioned him about the inspection and he said he knew "nothing" about an inspection. He did say he would send his notes back to Latham and I should expect a call on Monday as this was just prior to the Labor Day Weekend. I never received any calls back from Latham.

      I called Latham when I saw the charge ($2,700.00) to my credit card and was told that this was not covered as previously discussed. I replayed the conversation with Michael L***** and was told they had no notes related to an inspection and never send a "team" for a repair. I asked for Micheal L***** to join the call and was told that was not company policy. I asked to speak with Management and was told they do not join calls. At that time I requested the notes from my calls and feedback from their management to address my total dissatisfaction with the situation. I have not received any notes or any calls from Management...nothing.

      Business Response

      Date: 11/06/2024

      Thank you for the opportunity to respond, After reviewing the claim and technician notes from the repair it has become clear that an error was made in charging the customer for the service received. Management has spoken to Mr. **** to go over this error. A request has been made to have the credit card charges reversed and we will provide the customer a copy of the refund receipt once the transaction is processed.  Kind Regards LPP/Inc.   

      Customer Answer

      Date: 11/06/2024

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

      Regards, 

      ***** ****

    • Initial Complaint

      Date:10/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 new pool liner from a latham dealer. Dealer installed the liner poorly. Tried to have dealer come and repair the faulty installation. Dealer did not respond. Contacted Latham under their warranty and was told that liner was under full warranty. They gave me names of other dealers to perform the repair. No dealer wants to fix someone else's faulty workmanship. Called latham and told them that no one wanted to do the warranty work and asked them what they were going to do. was told they did everything they could. This is not acceptable. They have a warranty, its on them to find a dealer in their network to repair the liner installation.

      Business Response

      Date: 10/09/2024

      Hello and thank you for giving us the opportunity to
      reply.   Latham
      dealers and builders are independently owned and operated. Your Latham dealer
      will best be able to provide you with the most current information related to
      your project needs and their specific schedules.  Latham Pool Products is a pool manufacturer we sell product to dealers
      and distributors. We have an online tool to assist homeowners in finding
      dealers in their area.  We don’t
      recommend any dealer over another; it is up to the homeowner to choose which
      dealer they prefer. Per the consumer's statement ,since the root cause
      of this issue was found to be with the contractor and not the product produced
      by Latham, we suggest the consumer follow up with their dealerto resolve this situation.   Kind Regards LPP/Inc. 

    • Initial Complaint

      Date:09/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Latham produces liners for inground ***** pools. We had to replace our liner 4 years ago, in which it developed a hole after just 3 years. We then paid $850.00 for a replacement liner. This one was installed, and after installation a hole was detected which was a defect from the manufacturer. In filing the claim, we asked for replacement plus compensation to re-install. After several attempts to come to a settlement, they only replaced the liner and are only willing to compensate a "latham" installer with product. Our current installer has retired and we do not feel we should be limited to those that only deal with latham. We simply asked for $3,200 which is what the cost of the previous installation was. We believe as consumers we are entitled to the freedom of using an installer of our choosing and should not be limited so Latham can save money. This company does nearly $700 Million in revenue annually. We asked several times to have this escalated and never heard from anyone beyond front line employees. As you can imagine, this has caused undo stress on our family.

      Business Response

      Date: 09/05/2024

      Thank you for the opportunity to respond,  Per Latham warranty; there shall be no charge to the purchaser for repair or replacement of a defective liner.  Water and installation are not covered within the full or prorated portions of the warranty.  As a gesture of goodwill Latham offered to work with this customer and their dealer to cover the cost of the installation fee. We had contacted the original dealer provided to us by the homeowner in their claim submission to set up compensation for the work. The homeowner then stated they didn't want to use that dealer again and demanded payment of $3,200. Latham then offered to work with their new dealer in the same way as the first. This offer is still available to them if they wish to accept.  Kind RegardsLPP/Inc. 

    • Initial Complaint

      Date:08/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a new liner from a dealer that installs Latham pool liners. The first one that was installed had a seam problem so they installed another one. A few day later the new one has a hole in it. So called the dealer and they said they would get back with me. But no response. I called latham warranty a few times about this. All they tell me i need a dealer to file a came and they gave me dealers in my area. So I went to the places they told me and not one would help me out on this. They all tell me to go to the dealer that installed it. So I went back to them, the installer and they told me the sales representative in the area said he will not put another one in. Now, I have a 20 year warranty on this liner that the installer has patched; I was told at the time of patch placement that a new liner would be sent to to be installed in the future when needed. I have not received the new replacement liner and I am not getting any help from Latham or the dealer and it has been only 4 months the liner has been installed. I need either a new liner or a refund for this patched liner.

      Business Response

      Date: 09/16/2024

      Thank you for the opportunity to respond, Our warranty states that in the full portion a dealer must submit the claim for the homeowner. Since you are having issues finding a dealer to assist, we have sent your contact information to our customer service department. Someone will contact you and help you to find dealer assistance. Kind RegardsLPP/Inc. 

      Customer Answer

      Date: 09/17/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      It's been going on for months. When it gets resolved I will stop with the BBB on this matter. Everyone i talk to is passing the buck on this problem and not taking care of it.

      Regards,

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

      Business Response

      Date: 09/17/2024

      Thank you for the opportunity to respond, Our warranty states that in the full portion a dealer must submit the claim for the homeowner. Since you are having issues finding a dealer to assist, we have sent your contact information to our customer service department. Someone will contact you and help you to find dealer assistance. Kind RegardsLPP/Inc.

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a Latham pool installed in 2021. Was told the pool liner and the safety cover were covered by warranty. The pool liner has developed a wrinkle that stretches the 16 ft width off the pool. Neither Latham nor the dealer accept responsibility or will apply the warranty to the defect. This spring, the winter safety cover was demonstrated to have a rip after the winter. Neither Latham nor the dealer believe the rip represents damage covered by warranty. The cover is advertised as supporting a full sized truck without damage- it did not survive a 3rd NS winter

      Business Response

      Date: 08/26/2024

      Thank you for the opportunity
      to respond,As the manufacturer Latham warrants that our safety cover’s sewn
      joints will not separate.  The pictures provided by this customer do not
      show a separation of sewn joint, they show a hole in the body of the
      cover.  If the customer can provide pictures of a sewn joint separation,
      we will be happy to reevaluate this determination. In addition, as the Manufacturer Latham warrants our liner seems
      will not separate. The issue present by the customer is not a seem separation. If the customer can provide pictures of a
      valid seem separation, we will be happy to reevaluate this determination. Kind RegardsLPP/Inc. 

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