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Complaint Details
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Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called this company to give me an estimate for a new pool liner and I was given an estimated time of arrival. I went into my back yard to find an employee from this company had cut my pool liner completely down the side nearest the house. My pool liner was fine other than it's appearance. It was sun bleached. He said that he had to cut it in order to get the correct measurments. I was uncomfortable with that action, but I intended to get a nicer liner if the price was reasonable anyway. He took the pool measurments and sent me a resonable price for a new pool liner with installation. They installed the pool liner and it leaked. They said it was behind the pool light attempted to fix it twice, and it still leaked. I called again and never got an answer back from the company. I called six times, left a voice mail, and an email last summer. I spoke with them four times this year and left two more voice mails. I was told that one of their workers would call me, but they never did.
Business response
10/19/2021
I have been out of town since the date of your email and was in an area where I did not get my emails. I have located the file and will investigate with my staff and respond within 48 hrs. Thank you.Business response
12/06/2021
I was the person that went to the ***** home to measure the liner. I do not go to a clients home to measure a liner unless the they have committed to purchasing a liner as it takes time and is not nessecary to quote on a pool liner.
The customer had drained the pool liner on his own prior to my arrival. With the pool empty except the bowl the liner was full away from the floor and the walls. This made it impossible to get a correct measurement and liners measurments need to be exact. To my recollection the customer was already onsite when i cut the liner.
THE LAINER WAS QUOTED AND INSTALLED. THE CUSTOMER COMPLAINED THE THEY WERE LOSING WAT AFTER THE INSTALL ATION. wE DID A DYE CHECK ON THE LINER and found tht the liner istelf was not leaking. We made 5 additonal visits to the customer's home attempting to stop the leak in his light unit. The last being on 08/02/2019. We did not receive and further calls from him that season.
The 2020 season was caotic at best but the manager that handled the residential calls that season is no longer with us so I can not give and direct knowledge of calls that season. I have gone thru the calls for 2021 and found only one call from the customer.
WE install 25 to 35 liners per year and have not had any other incidents.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.