In April of Pools & Spas Service, Incinstalled a liner for [redacted] Through the installation of the liner there were several steps taken to assure proper fit and longevity at the end of that processThe [redacted] liner had no wrinkles after the installation and the installation was satisfactory by the homeowner Pools & Spas Service, Incdidn’t service the [redacted] pool after the install In at the customer's request the project manager visited the pool on 6/21/and immediately upon inspection noticed a star like wrinkle pattern in the shallow end of the pool on the floor of the pool This is well known industry-wide as a wrinkle pattern of a liner that has floated The floating definition would be water getting under the liner exceeding the weight on top of the liner and pushing the liner up and described as floating Once the water recedes the liner goes back down from the weight of the water in the pool and leaves a star pattern wrinkled as observed by our project manager Our project manager also noticed a subsurface water condition where the [redacted] paver decking which slopes towards the pool which could of assisted in the problem of their liner floating Our project manager had a very detailed conversation with [redacted] and our project manager explained the above and told [redacted] that having the liner drained and reset and refilled would solve the immediate problem of the wrinkles but does nothing for the cause and effect of why the liner floated and there would be the likelihood that the liner would float again Our project manager suggested to [redacted] that we could drain a portion of the pool, reset the liner which would remove his existing wrinkles and utilize his garden hose to fill the pool The approximate price for this process would be $ He also suggested to [redacted] to look into his subsurface water condition and also monitor the pool closer during the dormant stage of the pool being closed of his water level to ensure that the proper weight is on the liner in the shallow end where there is the least amount of weight because it's the shallowest part of the pool He also suggested that he could even have the manufacturer's representative come out and verify that the measurements and installation was done to manufacturer's specifications and Industry standards although it appears that [redacted] was more interested in getting his wrinkles removed by resetting the liner at no expense to [redacted] *** Because he didn’t experience this issue with his previous liner he felt that it was a warranty issue Unfortunately Pools & Spas Service, Inc., any other pool company and manufacturers of pool liners that install liners are unable to warranty floating liners due to underground and or subsurface water conditions In addition on the general terms and conditions page of the contract signed by the homeowner stated in paragraph D States that the contractor shall not be liable for any damage which may be caused by surface drainage around the pool, underground water, floods, acts of God, etc Pools & Spas Service, Inctakes any complaint very seriously and attempts to address complaints in a timely manner As our project manager stated to [redacted] in his conversation that we would be more than willing to assist him in the resetting of the liner and our professional expertise in how to help prevent the above issue from happening again but unfortunately it wasn’t a warranty issue or any guarantee that Pools & Spas Service Inccould give him that this would not happen againIf additional information is needed please feel free to contact meRegardsCharles C [redacted] President
In April of Pools & Spas Service, Incinstalled a liner for [redacted] Through the installation of the liner there were several steps taken to assure proper fit and longevity at the end of that processThe [redacted] liner had no wrinkles after the installation and the installation was satisfactory by the homeowner Pools & Spas Service, Incdidn’t service the [redacted] pool after the install In at the customer's request the project manager visited the pool on 6/21/and immediately upon inspection noticed a star like wrinkle pattern in the shallow end of the pool on the floor of the pool This is well known industry-wide as a wrinkle pattern of a liner that has floated The floating definition would be water getting under the liner exceeding the weight on top of the liner and pushing the liner up and described as floating Once the water recedes the liner goes back down from the weight of the water in the pool and leaves a star pattern wrinkled as observed by our project manager Our project manager also noticed a subsurface water condition where the [redacted] paver decking which slopes towards the pool which could of assisted in the problem of their liner floating Our project manager had a very detailed conversation with [redacted] and our project manager explained the above and told [redacted] that having the liner drained and reset and refilled would solve the immediate problem of the wrinkles but does nothing for the cause and effect of why the liner floated and there would be the likelihood that the liner would float again Our project manager suggested to [redacted] that we could drain a portion of the pool, reset the liner which would remove his existing wrinkles and utilize his garden hose to fill the pool The approximate price for this process would be $ He also suggested to [redacted] to look into his subsurface water condition and also monitor the pool closer during the dormant stage of the pool being closed of his water level to ensure that the proper weight is on the liner in the shallow end where there is the least amount of weight because it's the shallowest part of the pool He also suggested that he could even have the manufacturer's representative come out and verify that the measurements and installation was done to manufacturer's specifications and Industry standards although it appears that [redacted] was more interested in getting his wrinkles removed by resetting the liner at no expense to [redacted] *** Because he didn’t experience this issue with his previous liner he felt that it was a warranty issue Unfortunately Pools & Spas Service, Inc., any other pool company and manufacturers of pool liners that install liners are unable to warranty floating liners due to underground and or subsurface water conditions In addition on the general terms and conditions page of the contract signed by the homeowner stated in paragraph D States that the contractor shall not be liable for any damage which may be caused by surface drainage around the pool, underground water, floods, acts of God, etc Pools & Spas Service, Inctakes any complaint very seriously and attempts to address complaints in a timely manner As our project manager stated to [redacted] in his conversation that we would be more than willing to assist him in the resetting of the liner and our professional expertise in how to help prevent the above issue from happening again but unfortunately it wasn’t a warranty issue or any guarantee that Pools & Spas Service Inccould give him that this would not happen againIf additional information is needed please feel free to contact meRegardsCharles C [redacted] President