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Business Profile

Pool Supplies

Hydra Pool Liners

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Supplies.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 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:01/12/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 Hydra Pools inground pool
    kit from The Pool Warehouse In 2020. We have a liner that is obviously defective that is coming apart in the corners after only 2.5 years. Hydra Pools refuses to warranty the liner because it is not coming apart at the seams. We paid for an upgraded 20 mil liner, installed by a professional, that is coming apart in the same place in 2 corners of the pool. It is clearly a defective product. It is coming apart above the water line, so these areas were not exposed to pool chemicals. I sent the photos as requested and asked for a phone call from someone in the warranty department but they will not even respond to my email, only responding that they only cover seam separation and/or bead failure. A liner should last much much longer and the lack of accountability from a business is disgusting.

  • Initial Complaint

    Date:09/29/2023

    Type:Product Issues
    Status:
    Unanswered
    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 cover from Hydra pools.
    Complained after the first winter about a hole in the tarp, they accused me of the hole been made by my dog walking on it .
    It shouldn’t be that fragile , it’s suppose to be durable enough for snow or ice . But I lived with it .
    It continued to dry rott , on the material and now the spring covers are crumbling . I complained the next year when I saw more damage , and I don’t have a dog.
    I sent them pictures of the damage and it’s getting worse each year that ticks away.
    The distribution came from poolwarehouse , they pasted the pictures on to hydra pools , because they stated it was hydra pools warranty issue . The number for hydra pools was not working . So, I had to work through emails .
    I emailed Rebecca lorado and she says it’s not their problem , they only warrenty the sewing of the seams .
    So two days ago , I contacted hydrapools and the phone number finally worked .
    They told me it isn’t covered .
    And they don’t have a person to help me resolve this issue .

    Customer Answer

    Date: 09/29/2023

    I have more info if you all need something 

  • Initial Complaint

    Date:07/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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 replacement liner from PoolWarehouse for my in-ground Hayward Large Left L pool on 27 Feb 2023. The purchase order number is 146804. Purchase price was $2899.85. The business promised to provide a perfect fit. This is their fit guarantee.

    DEEP-DOWN QUALITY
    The lasting quality of a Hydra Vinyl Pool Liner (Hydra Pool is the subcontractor) starts with the highest-quality virgin vinyl. It's highly resistant to tearing, puncturing and cracking, even in temperatures down to -45 F. In addition, a perfect fit for every pool is assured by our sophisticated system of computer-aided design and cutting equipment. It results in a liner that is guaranteed to fit the dimensions you provide with extraordinary precision. Our printing process also uses advanced electronic engraving to produce crisp patterns and consistent colors. Finally, every Hydra Vinyl Pool Liner undergoes an exhaustive quality control checklist. The result: zero defects. It's this passion for quality that allows us to back out liners with a remarkable 15-year warranty.

    The nature of the dispute is the liner is too large for my pool resulting in numerous wrinkles from excess material. PoolWarehouse and their sub contractor HydraPool continue to seek dimension verification and photographic evidence and have offered no resolution. I hung it on 5 June 2023. It was too large and I called them that morning. I sent them numerous photos and dimension verifications over the next six weeks. I went back to PoolWarehouse for a replacement liner because they fabricated one for us 14 years ago and it fit perfectly. I have requested a replacement liner that fits properly or a total refund of my purchase price. They have provided neither. I have filed a Dispute Resolution with Discover Card, a Complaint and Request for Refund from the Tennessee Attorney General, a Google Review and this BBB complaint requesting a refund. I tried to upload photos with no luck. If you email me at [email protected] I will send them. They show a severe misfit.

  • Initial Complaint

    Date:05/12/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 bought a pool from pool store and more from a guy named rich tambarino who sells hydra pools.
    1. My pool is not the correct demensions, or the correct layout that I ordered.
    2. I did not receive my pool in the 30 days I was promised instead it arrived 4 months later.
    3. I did not receive all the the parts I needed.
    4. The liner I ordered was first off not the one o ordered. But will also not fit as the pool specs are off.
    Hydra pools refuses to deal with me or send me the parts I need or the replacement liner for the one they sent us. Insisting I deal with the seller who will not return my calls and has lied to us profusely.

  • Initial Complaint

    Date:05/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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 an inground pool safety cover from Pool Warehouse in October of 2017. The cover was advertised as having a 12 year "Limited" Warranty. Over this past winter the cover fell apart while covering our pool. Most of the stitching holding the segments together failed. The cover no longer protects the pool from debris and does not provide any safety. I contacted Pool Warehouse and sent them pictures and video of the cover, along with the original purchase number. They forwarded the information to HydraPools (whom I assume is the manufaturer). HydraPools contacted me by email, requesting pictures of the cover. I provided them with the pictures and video of the cover. They then emailed requesting the Pool Warehouse order number, which I provided to them. Approximately 4 hours later I recieved the following reply:
    > This cover is a limited warranty cover and we cannot bring it back to repair.
    Your best option would be to purchase a new cover through a dealer or pool store.
    I am sorry I could not be of more assistance. <
    I believe I should be entitled to a prorated refund or discount on a new cover... not an email telling me, tough luck, buy a new cover.

  • Initial Complaint

    Date:02/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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 pool liner in April 2021 and November 4, 2022 I called several times to report it starting to splitting or melting because it has a warranty. Could never speak to anyone kept saying I would have to email..I emailed sent pictures and all they send is that it’s not covered by warranty. This liner was $2,500.00. Didn’t last a year and a half.. I think it has a 20 year warranty. This was the second liner from them. The first one didn’t almost the exact thing. So they say it has to be on the seam to be covered by warranty..I spent 1,500 to have it put in. After sending the email telling me it’s not covered, they are not answering calls for complaints and nobody has emailed back. I want a refund and I want my labor cost reimbursed and liner cost because this is the second time this has happened. Their quality is bad and customer service.

  • Initial Complaint

    Date:09/27/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    In 2018, I purchased an Excel Swimming Pool Cover from PoolWarehouse. Last spring, the cover was torn while we were removing the cover - simply torn apart where the harness straps were sewn to the cover. The advertised warranty when purchased, as still today on their website is a 10 year warranty. After one year, the warranty goes back to the manufacturer - in my case - Hydra Pools in Sweetwater TN. After contacting both companies, I was told by Hydra that the pool cover I purchased only had a one year warranty. I asked someone to call me and explain why it was advertised as a 10 year but now they only say it has a one year warranty. Is PoolWarehouse presenting false advertisement or is Hydra Pools not wanting to replace my cover. I have emails that I can share, my purchase invoice and a screenshot of the website and exact cover that I purchased. This process has been going on for two weeks and I need an answer so I can determine how I will close my pool soon.

Hydra Pool Liners is NOT a BBB Accredited Business.

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