Platinum Pools & Spas

Platinum pools installed a 30' liner at the [redacted] house on April 13/14, 2016. The job was completed on 4/13 and payment was collected. The customer had no complaints at this time, in fact they were very happy and complimented us on a job well done. Twelve and a half weeks went by with no contact...

from customer with any issues. Then twelve and a half weeks after installation we received a somewhat unpleasant phone call to the office stating they had an issue with there liner and believed that sand between the liner and pool wall was the culprit. Our normally warranty is thirty days after install on all labor aspects we preformed. The liner manufacturer has a 25yr warranty on the seems of the liner only. The problem they were describing did not fall into either of these categories. After several phone calls the owner, ** went to the customers house and inspected the pool from outside the pool, entering the pool was never requested prior to his arrival. The customer stated that the pool had turned green, which is algae blooms, and that he had scrubbed the pool floor and walls with a wall brush. The customer voluntarily produced the brush and stated and showed ** (Platinum Pool owner) where he had been filing on the brush to eliminate sharp edges, this was suspicious. In the complaints to Revdex.com and to the credit card company they claimed they were using a floor vacuum on the walls of the pool. The vacuums are not made for the curved walls of the pool. If the vacuum or the freshly filed brush where to come in contact with any uneven surface it could cause damage. This is a vinyl liner pool which is susceptible to damage from a wide variety of reasons. Owning a vinyl liner pool means you need to exercise EXTREME caution especially when cleaning it. If the customer was concerned about the brush to the point of taking a file to it they should have purchased a new brush. New brushes are around $17, a small price compared to the $1533.33 liner installation they just paid for. As far as the sand being between pool wall and liner, this is a sand bottom pool. We were hired to install a liner in a sand bottom pool. At no point did the customer request this to change. There are several other more costly options than a sand bottom none of which were requested. It would be reasonable to believe, especially if you've been to the beach, that there would be sand all over everything during the install. I feel comfortable in saying that a sand bottom vinyl liner pool is going to have sand between the pool wall and liner in almost every case. This liner was installed with the utmost quality and professionalism, with highly experienced installers on this particular job. Platinum Pools and Spas LLC does not feel that we should be held responsible for an unfortunate mistake made by the customer when they vacuumed or brushed the pool wall with a sharp tool twelve and a half weeks after the installation of the new liner.