Latham Pool Products Reviews (%countItem)
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Latham Pool Products Rating
Address: 176 Viking Dr, Jane Lew, West Virginia, United States, 26378-8094
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Be very cautious with marketing incinuation about quality and warranty of fiberglass pools from *** or Lathum. These guys delivered a fiberglass pool that had blemishes such as nicks that look like someone cut out a chuck of fiberglass in steps with a pocket knife as well as hairline cracks throughout the gelcoat at time of delivery. I was told, don't worry, the company will come out and clean these items up better than new after all installation work is complete. Only reason I bought a *** fiberglass pool VS other finerglass manufacturers I visited at their building facilities was
representative preached *** will stand behind their pool and support you. FAR FROM REALITY. Smoke and Mirrors is clear with these guys. Hairline cracks upon delivery, surface deterioration at year two with perfect chemical balance is quickly referred to in sections of their warranty for items excluded. Unqualified repair techs and no assistance is my experience. Pictures were provided to Lathum, as well as in follow up to distributor at time of delivery and serval times over 3 years. Techs sent to sight said cracks are not an issue, not covered under warranty. They did agree to repair via a refinish of a bench full of hairline cracks indicating shade may look newer than rest but gel coat is same as original. Step turned very light blue day after repair vs dark blue of pool color. Excuses for severe white clouds through dark blue finish starting year 2 are such as it could be from a cement plant 4 miles away and maybe something is blowing in the air from there and getting into your pool. Hairline cracks in the gelcoat are not covered under warranty, see section 5 item I. This is how it was delivered! Consultation with multiple chemical specialists all indicated that the issue is with the fiberglass pool shell, you need to address this with the supplier. Lathum says they just build shells, they have noone that can assist. Lathum recommend to sand pool gelcoat finish.
Revdex.com, Inc
Att: Diana Hickle Complaint Handler
Complaint ID: ***
Dear ***
I am responding to complaint case # ***, registered by *** I want to thank you for the opportunity to reply.
We do have documented correspondence regarding ***l Fiberglass Pool concerns. LPP, Inc. has been out to ***l residence to inspect his pool on several occasions and also repaired his bench as he noted. We explained to ***l that his discoloration concern would not be covered under our warranty guidelines, as we can’t control the environment or types and quantities of chemicals that are introduced in his pool. We provided documents and also suggested to him to get his pool water chemicals analyzed by a professional to determine the root cause of the discoloration that has formed on his pool. Additionally, we have a scheduled repair for the Spring of 2020 regarding his bench.
If you need any additional information please feel free to contact us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Lathum Pools has provided a pool that upon delivery was full of hair line cracks that were presented to the represntative and Lathum contacts at that time. I was told that these cracks would be repaired. Lathum said they can repair the cracks however this will change the color to a ‘newer’ and darker shade which I said ok. The repair after two days turned white vs dark blue of the pool. The cracks are in several places throughout the pool, same as presented at delivery, no changes, no additional cracks.
In addition, other 'nicks' in the pool surface were presented also at time of delivery.
Over the coarse of two years, this was followed up with plus another issue with the fiberglass - white clouds are forming throughout the pool fiberglass surface and getting
worse. I had the water tested as requested and also sought the professional review of (2) pool chemical companies, both of which after review said this is a fiberglass issue that the pool supplier should address.
Lathum has supplied a fiberglass pool shell with issues upon delivery and more issues with the fiberglass surface continue to develop.
All I expect is a fiberglass pool surface in new condition as advertised and one would expect when purchasing a new fiberglass pool - not one full of hair line cracks, nicks into / through the gelcoat with repairs that are no where near any acceptable surface or color, plus white cloud staining coming through the fiberglass that they say is not there problem.
My expectation and request is that the surface of the pool is totally repaired to a "as new condition" as one should receive with a new purchase.
Dear ***
I am responding to complaint case # ***, registered by ***. I want to thank you for the opportunity to reply.
As indicated previously, Latham and his dealer have been out to ***l residence on multiple occasions. It was determined that the discoloration issues are related to water chemistry. We have explained that there is scaling due to mineral deposits on his pool surface which was not present when the pool was delivered. We have suggested that ***l have his water tested and his chemicals back on track which should alleviate most of the scaling or growth on his pool. We would be open to reviewing the results from these tests to offer suggestions to remedy the chemistry concerns
We would also like to reiterate, that we have an open repair scheduled for spring of 2020 to address concerns associated with the previous repair completed by Latham.
I bought a Latham liner in May 2014. It’s 5 years old.. this summer I have hole in the liner above the water line. This is our 3rd liner in our pool. The 1st on was in 20+ years (was in when we purchased our house and we used liner for 3 years). 2nd liner was in for 15 years and we would not had to replace that liner but in the winter the wind blew a limb in and knocked a barrel into our pool and tore liner. With that being said we are very dis appointed that the Latham pool liner we purchased has only lasted 5 years. I contacted Latham Pool Products. I was informed after I submitted pictures that their warrant does not cover fading or holes in liners. My contractor that installed my liner came out and patched my liner for me because the one hole just kept getting bigger and bigger. Contractor told me to contact Latham. The liner should be covered. Contractor also told me he had just installed a liner for a man that bought a Latham pool Lindt and it started fading and Latham paid for the liner and for the liner to be installed. I asked Latham about this and *** has NOT returned my email. Latham has offered me a discounted liner but with discounted price and with me having to pay installation I am looking at 2500+. the lady in customer service at Latham that I spoke with tried every way she could to try and explain to me that the sun and placement where my pool was caused the issue with the liner. My pool is an in ground pool. I have not relocated my pool or has the sun moved.Update – I noticed this weekend while cleaning my pool to close for winter. That I have several more holes that have come in my liner.I started running my finger across the liner where the holes where starting in the liner and I noticed they have a pattern, its where the liner has the tile border starts on the liner.I am wondering now if this is where the liner was printed or stamped not sure of the process. But is looks like the holes start where the diamonds are and the diamonds areraised and rough as your run your finger across then a hole appears in linear. I think the linear on this area had either a bad print job or something happened in this area for the wholeside of my pool liner to have holes in this particular area. It has a gold like print that is in this tile on the top of the liner.Do I contact Latham with this new information or does the Revdex.com contact them? I have also attached new pictures to support my findings.Thank you for all you help in this matter.
Revdex.com, Inc
1434 Cleveland Ave., NW
Canton, OH 44703
Complaint ID: ***
To whom this may concern,
I am responding to complaint case # ***
On 8/9/19 we have documented correspondence regarding warranty consideration on ***s pool liner serial#***.
On 8/12/19 picture(s) were supplied with a letter of concern indicating discoloration, fading and tears around the area of the waterline which does not meet the criteria for a valid warranty claim. Latham Pool Products, Inc. warrants that our manufacturing welds will not separate and doesn’t cover theses types of issues as outlined in our 20 year Limited Prorated Liner warranty (see attached). As the manufacturer, we can’t control the environment or other factors our liners are subject to once they have been installed. However, since *** liner is 5 yrs. old and is in the prorated portion of the warranty, we were able to offer her a 1 (one) time good will prorated cost on a new replacement liner. This goodwill prorated offer would be the same price that she would have received in the event that it was a manufacturing issue. This is simply an offer of resolution after a brief discussion with her dealer.
Please note: By offering this 1 (one) time good will gesture offer, Latham Pool Products, Inc. does not accept any responsibility for ***’s pool liner issue and any labor costs associated with the replacement of this liner is her sole responsibility.
We will keep this offer open for 60 days and if no response it will be considered closed.
Latham Pool Products Inc. is a very reputable company; we take pride in our service to our consumers. I would welcome a call from *** directly to satisfy this claim as outlined above.
I would like to take time and thank you for giving us the opportunity to reply to this matter.
Warranty attached for reference.
Sincerely
T Revdex.com, Inc
1434 Cleveland Ave., NW
Canton, OH 44703
Complaint ID ***
To whom this may concern,
I am responding to complaint case # ***.
***ool liner has since been in the prorated portion of the warranty for more than 2 years. As previously stated, this goodwill prorated offer would be the same price that she would have received in the event that it was a manufacturing issue. We have also attached a copy of ***s liner warranty for her to review. This warranty outlines our warranty coverage, terms and conditions. We feel that our extended offer is more than a fair and reasonable resolution to this situation.
We will keep this offer open for 60 days in which will be considered closed thereafter.Latham Pool Products Inc. is a very reputable company; we take pride in our service to our consumers. I would welcome a call from *** directly to satisfy this claim as outlined previously.
I would like to take time and thank you for giving us the opportunity to reply to this matter.
Sincerely
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I still would like to speak with Sandra Erickson on this issue. I have called twice and she has not returned my calls. I still think with this being a manufacturing issue that the liner should be covered more.
Regards
I recently had a liner installed. I custom ordered the Stonebraid border to be paired with the Reef liner. What I got was Reef liner, Stonebraid border PLUS 1" of Royal Prism at the top of the border! I wish I could download a picture. When you custom order, they are basically cutting the border off one set and pairing it with a liner of your choosing. Instead of cutting just the border off and pairing in with reef, they included 1" of the liner I DID NOT want. Currently waiting to hear back from Latham. During installation I was out of town and apparently no one noticed this?!?
We are currently reviewing your concern with your dealer. Thank you
Spoke to dealer, concern is understood and resolved. Thank you
I bought a new Latham pool and had it installed in April 2017. My pool has been leaking since it was installed. Last November, two leaks were found and fixed, but that only partially fixed the issue. I still have leaks in my pool that I am trying to get fixed prior to closing my pool for the season but cannot get them to fix the leaks. I completed a repair request on 7/13/18 and was told that someone would be helping me but I cannot get a response from my contact., who I sent the repair request to. Everyone at Latham directs me to this person only so I have no other person to contact for resolution. We close the pool in October or November so we are running out of time and every day we lose money because we are losing 1/2 inch water daily.
Leak detection company has been to the pool twice and cannot find a leak. The dealer has also done what the industry calls "the bucket test" numerous times and has not found a leak. We currently have a different leak detection company scheduled for this week to look for a leak. Two Latham representatives have visited this job site. To date no one can find a leak. We cannot fix a leak that we cannot find.
Sincerely,
***
Latham Pool Products
Director of Warranty and Field Sevices, US Fiberglass Division
Dear Sirs,
Latham sent another leak detection company to inspect this pool. They found three small hairline cracks that they believe are leaking. We are scheduled to repair these on Tuesday October 9, 2018 weather permitting.
Thank you.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
Latham Pools required me to file a warranty claim with a contractor that installs vinyl liner pools and continuously referred me to a general contractor that they worked with originally and he told me he was out of business. I was honored a discounted rate but was told on several occasions that Id have had a better outcome had I gone through a contractor to file my claim. This was impossible. Latham pools employee also informed me that I was to be honored the pool liner at no cost, reimbursement for labor, as well as, for water. I received a call from the manager and was informed this information was incorrect. That same employee also sent me a list of contractors to assist me, however, those contractors were in *** I am in ***. The assistance I received was not helpful at all. I am not stuck with a contractor that lies about his business and wont honor his warranty and a liner that hasn't even been in the ground for 3 years and I've been having issues with the liner (SEAM SEPARATION) as well as, faulty liner, faulty install since I purchased my home in June 2016!
We want to thank you for the opportunity to reply.
Our review of *** in our warranty database indicates that we have documented correspondence regarding warranty consideration on her pool liner serial# *** Her submitted picture(s) indicated that the top of her vinyl step is severely chemically damaged (bleached). The vinyl on the top step is so discolored from the excessive chemicals that the actual pattern turned white and wrinkled (picture attached). This is a clear indication that chemicals settled in that area and deteriorated her vinyl liner. This would not meet the criteria for a valid warranty claim. LPP, Inc. cannot control the environment our liners are subject to once installed or control the type and quantities of chemicals administered in her pool and also the weekly maintenance of the swimming pool in general.
We assisted *** with a list of dealers available in her area that she could call directly with purchasing a replacement liner as this wouldn’t be covered under our warranty. We also explained to her that if her installer comes out there and see’s something different that might be happening we can revisit her claim with her installer. After multiple conversations with her she was unable to contract an installer that was willing to help her with her replacement liner needs.
While we do intend to continue promoting our products and reputation we have authorized a (1) one-time factory direct sale to *** as good gesture. We had sent a reasonable offer of resolution for this non-warranty issue to her with no response.
By doing this good gesture, Latham Pool Products, Inc. does not accept any responsibility for *** pool liner issue and also labor regarding the replacement of this liner is her sole responsibility and we would welcome the opportunity to assist her as stated above.
Sincerely,
LPP, Inc. Warranty Division
Thank you for the opportunity to reply.
We explained to ***n several occasions that fading\discoloration\wrinkling is not covered by our warranty and her issue does not meet the criteria for a valid warranty claim. Our warranty coverage for seam separations is standard within the swimming pool liner industry.
LPP, Inc. stands behind every product we produce pursuant to those representations which is stated in our written warranties. *** dealer\builder\contractor is an independent business person and not an agent or employee of the manufacture. As the manufacturer we cannot and do not accept any responsibility for any representations, statements or contracts made between the builder and consumer.
We feel that we made her a very reasonable offer for this non warranty issue so *** can move forward and enjoy her swimming pool. Should she begin legal action against us for this non-warranty issue we will have to withdraw our goodwill offer as directed by our legal counsel.
We would welcome the opportunity to assist her with her claim as stated previously and will keep this offer open for 30 days in which will be considered closed thereafter.
Sincerely,
LPP, Inc. Warranty Division
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
Less than 3 years ago, we replaced our pool liner using one manufactured by Latham Pools. With normal use of our pool, a rip developed at one of the seams. Both our pool company and Latham Pools agreed that it shouldn’t have happened and the seam probably wasn’t reenforced properly. That particular liner was defective and has since been discontinued. Latham Pools replaced the liner at no cost to us as per our warranty. My issue is that they will not cover the cost to have the new liner installed. Our pool dealer is absorbing half of the $1200 cost to reinstall but we are responsible to cover the remaining portion. I feel this is unfair due to the fact that as the consumer, we didn’t do anything wrong other than buy, unbeknownst to us, a defective liner. Latham Pools should stand behind their product and cover the remaining amount to have the new liner installed. I called the customer service number to discuss my concerns and was treated very rudely by *** when I asked to speak to a manager. After several huffs and rude comments, she told me my only option was to email my concerns to the company. When I asked again for the name and number for a manager so that we could discuss it personally, I was again referred to the company’s email. After a third request for a manager’s name and number, I was told you can just put down *** and wouldn’t give me any additional information so that I wouldn’t “***e his name and harass him.” I’m assuming *** heard that because I was quickly transferred to him. He again referred me to our warranty that the liner would be covered and they were not responsible for water, labor, or loss of chemicals. I get that the warranty states that but really feel that Latham Pools should stand behind their product and cover the other half of the installation of the new one.
Dear ***,
I am responding to complaint case *** I want to thank you for the opportunity to reply.
I do recall correspondence with *** regarding her pool liner conversation with one of our warranty specialists. *** called in demanding payment for her pool liner installation in which our specialist simply explained that we don’t offer that under our warranty guidelines. Immediately, *** elevated the conversation as she insisted to speak with a manager. She requested his\her full name as she didn’t agree with the warranty and wanted more coverage than the warranty implied. Our specialists indicated her manager is not readily available at this time and said for security purposes we do not give that information out to the general public. Upon returning, I was asked to assist with a manager escalation in which I immediately had the call transferred. *** expressed her concern with our warranty of the said liner and I reviewed the warranty briefly with her. I asked her if she has registered the said product for warranty coverage. She replied “yes” and I replied to her “by registering your product you understand what is covered by the warranty and in which the warranty specifically states we don’t cover any labor cost. I have attached a copy of the warranty for review.
In the end, we have provided our customer (distributor) a credit for the liner in question and this claim is satisfied by us. Credit of the said liner would then get passed down to the dealer and then to *** (consumer). She acknowledged in her complaint that we replaced the said liner at no cost to her per our warranty document which states we don’t cover any installation labor cost.
Again, I would like to take time and thank you for giving us the opportunity to reply to this matter.
Sincerely,
***
LPP, Inc. Warranty Division
I selected my Oasis Liner for my inground pool from a Latham Pool catalog which advertised a 3-year full warranty and a 20-year limited warranty. My liner lasted less than 2-years before it got a hole in it. My dealer says to expect about 7 years out of this pool liner, definitely not 20. I got less than 2 out of mine, and Latham is unwilling to refund my purchase nor will they provide a new liner at a discount. Consumer, beware the false warranty protection from this company!
I am responding to complaint case # ***, registered by Mr. John Byers.
I want to thank you for the opportunity to reply.
*** originally contacted our warranty dept. to obtain warranty consideration for his liner. We have a standard process to follow before we can make any warranty determination. We gather pictures of the said defect and all the pertinent information to submit for warranty consideration. LPP, Inc. validates the warranty and if it’s deemed a valid warranty situation (seam separation) we would provide him a replacement liner directly at a discounted cost per his warranty document.
We reviewed the said procedure with *** which is located on the back side of his warranty document*** indicated that he already purchased a liner through a retailer and was demanding a full refund.
As the manufacturer we can’t control the environment our liners are subject to once they are installed. However, we can control our manufacturing process which is our welded seams. If *** feels that he has a seam separation and is looking for warranty consideration for the said liner as stated in his complaint we would welcome a call from him so we can start a warranty claim.
Again, I would like to take time and thank you for giving us the opportunity to reply to this matter.
Sincerely,
LPP, Inc. Warranty Division
I Purchased My pool three years ago. And then in the summer of 2017 I got a crack in the curve of the pool. I call in sept 2017 to get fixed, They me to have a patch put on and they would fix it when I opened it. Pool was under warrenty, But what you need to know is you have work to do if it is cracked. They want you to build your own braces for the pool and set them and then lower the pool levels 12 inches below area before they will even touch it. Very Very Unhappy customer. Will let anyone wanting a pool to know what will happen if something goes wrong with pool. I got better service out of my pool guy then I did Lathem.
It is an unfortunate occurrence that this pool developed a crack. Given that it is three years old, something must have occurred that allowed hydro-static pressure to create the crack. Realistically, this is not a warranty claim as the product is not defective. Even if it were a warranty claim, the terms of the warranty that would have been supplied during the installation process three years ago states it is the responsibility of the owner to drain and brace the pool for repairs to be made. In most instances, the owner can either accomplish the drain and brace process themselves or hire a builder to do that for them. That is their specific responsibility for the repair to commence. We stand ready to complete the repair upon receiving confirmation that the homeowner will have the pool drained and braced to accomplish the repair.
Latham pools cares only about selling their product. After that, you are on your own if there is a problem. After hiring a contractor they STILL have listed as a preferred partner, who has left my yard torn up going on 5 months now, this company told me they only sell the pool. When I have asked repeatedly for the installation specs for the pool so I can hire an engineer to fix the mess their preferred contractor made, I was told I have to get it from the contractor, who they know has now abandoned the job. Even the building inspector couldn't get them to send him anything so we can try to resolve this. I am out over 30k, have an unfinished nightmare in my yard... They were happy to take a cashiers check directly from me when the delivered the pool however.
This was an unfortunate situation between a pool buyer and an independent contractor they hired to install one of our products. Over a period of months, Latham was trying to work with the contractor to satisfy the requests of the pool buyer but to no avail. Latham has stepped in personally and has worked out a satisfactory resolution with the pool buyer. It is unfortunate when a contractor that has been licensed by a state does not fulfill their contractual obligations to a consumer. Fortunately, Latham and the homeowner were able to work around the issues and figure out some common ground.