National Pools & Spas

Review: National Pools and Spas sold me and install new lining for my vinyl pool. During sales I was promised they will check if my light and I was promised if it is is leaking they will fix it. The sales took place in beginning of May 2014. They install vinyl in middle of June 2014. When I turn on light in a pool after they finish installation, the light blink and stopped working. I have notice light have some water inside. Next morning I noticed pool losing water approximately 1" a day. I have called National Pools & Spas and their manager told workers who install vinyl told him the gasket in a light was bad, this means they open the light. After that in almost 3 month I am calling them every day, several times a day. They never return messages. This is why I need to make sure I will talk to somebody, which usually required 3-4 calls during the day. They test my lines to make sure they are not leaking, they twice try to fix light and the leak. They offer me to change light to new and fix the leak in middle of August if I pay for light $299 + tax, I said I will pay if everything working and pool not leaking anymore. They promise me several times to come and do it, but never did. Two weeks ago the manager of the department I have work with left the company (I was told) and lady who start work with me, have promise me to install new light for $150 and fix the leak again. After they did not show up I called again and the same lady give me her word she will schedule them to come and she will give me day and the time on 08/25/2014 before end of the day. Starting from this time I was able just to leave message on her answering machine.Desired Settlement: I wold like to hire another company to fix the problem and National Pools and Spas to pay for the repair of service they fail to complete. Or receive full refund to hire another company to re do the job.

Also I would like them to pay me back the difference between my regular water bill and the bill the water I have now. because pool leak force me to add water to the pool otherwise my pump will be damaged.

Business

Response:

National did replace a liner for this homeowner and offered to check the light, although it was not part of the contract. It was determined that the light needed to be replaced. The customer refused to pay for the light. The leak issue was addressed with a pressure test of the lines and an inspection of the liner proved to be Ok. If there still is an issue with water loss we can address it.But the light cannot be resolved because of the customer's refusal to pay for it

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First - My light was working prior pool company openit. Per previous gentleman (name [redacted]) who was handling my renovation when theyopen the light the gasket went back. Instead of charge me for gasket and replacedit and did not told me anything. This is why water get to light and when Iturned it on it failed. Second when thesame renovation manager [redacted] told me they will change the light and fixed theleak and it will cost me $299 I was agreed, but I said I will pay just after Imake sure light is working and pool notlosing water anymore. We have schedule one appointment after another but theynever show up.Couple of weeks later I called to the company again andwas told [redacted] is no longer with company and the lady will handle completion ofmy renovation. After a four of five times we have talked on the phone and shepromised to send somebody and complete repairer but never did. At next call she offer me to change light for$150 and fix leak. I agreed again, but mentioned I do not trust company anymoreand will pay after I make sure they have fixed leak and light is working, Shesaid she is understand. They failed again twice to keep appointments. When lasttime I have spoke to this lady she gave me her word somebody will come and fixeverything to the end of the work week 08/29/2014, but nobody show up.I believe this business must pay for replacing my light(including light cost) plus all money I have paid for water I lost during summer,because they failed fulfilled promised service. I have estimate this as $700

Regards,

Review: National Pool and Spa installed our pool last summerThey hired a subcontractor to complete the plaster-the plaster was done incorrectlyWhen we complained National agreed that they would redo the plaster-National requested that we wait until Spring to fix the problem so that they could have time to take the subcontractor to courtWe attempted to contact National in the Spring and they have not respondedAdditionally, the slide that is under a three year warranty has cracked and needs to be repairedAgain National has not responded to our written request to repairDesiredSettlementID: Other (requires explanation) Product_Or_Service: pool Purchase_Price: 110000.00Desired Settlement: See Complaint Text
Business
Response:
National acknowledges the rejection and will discuss resolution with all partiesAfter meeting with people involved in the construction of this pool I will further respond to this complaint, with an amicable solution a priority

Review: We hired National Pools and Spas to replace the vinyl liner of our in ground pool. The liner was installed incorrectly and there are pockets of water behind the liner as well as large wrinkles in the base of the liner. When the liner was initially installed the workers forgot to re-install an epoxy seal at the existing underwater light housing allowing almost 33% of the water we bought to fill the pool to leak out.

The leak has since been fixed but the water pockets and wrinkles still remain. We have called the company repeatedly and even emailed them trying to get them back to the house to fix the remaining problems. They have been somewhat responsive up until 1 week ago. Now, I cannot get a response at all when I ask about when our problems will be fixed.

We have paid the company in full for the work although our problems have not yet been rectified.Desired Settlement: I want National Pools and Spas to return to my home immediately and finish the job we paid for. I want the water pockets removed from behind our liner, and I want the wrinkles removed from the base of the liner floor.

Business

Response:

We have been in touch with this customer, addressed some issues, and have scheduled work to fully satisfy this customer. We will follow up with full explanation when resolved.

Thank You,

Business

Response:

National has been in touch with this customer and it was mutually rescheduled for late August or early September, so as not to disrupt

the use of the pool. As of today this work is scheduled for the week of September 9. We will report after back attempting to satisfy the customers request. The entire issue is 2 wrinkles in the pool liner, which we will attempt to remove.

Consumer

Response:

[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.]

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

Furthermore, National Pools came to my residence 9/10/13 and corrected the issues I had with our pool liner. The work was done as promised and to my satisfaction.

Regards,