Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Everything she has stated is a lieThe only cap she sold me was to the pump which when was drained had gotten misplacedI did replace skimmer myself at my cost which I have recieptstoThe pool which is to yrs at most and was in perfect condition when transported and place in a garage that fall until the following springIt was placed on blocks and installed properly and leveled that can also be verified by the to people that helped put it upThe liner was not installed until 2am it was installed night before but when it turned dark and it was twisted we stopped and the business was calledThe screws had all been there placed in plastic bags for each individual one seperated by what kind and completely there except for rails that disapperred when she came out and had us take a few of the rails down so she and a yr old boy she brought just people to try and adjust a liner which she did charge me to come out and attempt that which she couldnt do and yes at that time a friend I had there myself and my kids were helping her and the yr old boyI have the emails from beginning when we did text her telling me putting up used pools were not an issue and they were quite familiar with them and it would be no problemIts only now that she knows the company has done so much damage that she is changing her mind to how much trouble putting up a used poolI have all the people that helped with the setting up of this pool that will tell you it was done properly and the after effects of what the company did was strickly that the company was having issues and dropped the ball with my pool totallyThey didnt even mention till I pointed out that they ripped my linerThis was not my first pool I was just putting up a bigger one the first one we installed also and had been up for almost yrs and the company in which I buy my liners is well know In the Swim and there liners are very good ive never had an issue with themIn fact she was telling me what a good liner I had gotten when she saw it said I could have gotten mine cheaper from her that the one I had bought was exactly what she would have gotten me much cheaper and with a design because ii paid for mark upThe screws when the company left that she claims were not there were thrown in a bush half of them still in the bagI understand the company has had setbacks if she would have talked to her husband seen that he did say come fall he would make this right then she would see how wrong she is.She has not once came out to see what all damage was done but her husband didHe knew what was done and when he looked at it he mentioned I dont think the boys put the blocks back on the railsIf you look at the side they knocked down and the opposite side in which was still intact from where we put the pool up you will see a huge differenceI will not except anything but there company coming out and making right there wrongHer husbands name is Matt [redacted] Im sure if someone spoke to him he would back everything I have saidI have no reason to lie about anything I have said and if Mrs [redacted] was true to herself and whats right in this situation she knows that pool was installed properly she even remarked on it and if shes a true business woman she will also know what she is saying about screws is wrongShe took alot of them off when she though she herself alone could untwist a linerWhen her husband came out he kept apologizing for her behavior said she had never done any of this but was forced into it because he had some setbacks and that she didnt know much about the running of the business or pool installation All I asked was that the situation be done right by the business I even offered to help them if need be and her husband stated no we did this and your treatment is not what or how I run my business and this will be fixedI hope this is what gets accomplished because if not I have the witness who helped with pool, the person who gave me the pool and last but not least the person I had sitting in the window above Mr [redacted] and myself when he stated everything I am saying now which is true and also the person who was there with me at the time Mrs [redacted] came the first time with the young person and what all she said as far as cost, it not being a problem, how there was not an issue with how pool was set up that it was installed very goodOnly issue she had was that it had foot prints inside where liner was installed which she had figured into pool cost to reroll to make smooth when liner was untwistedI am prepared to go to court with this and everything I have and the people its up to her if she wants to go that route or put in writing come spring they will do what her husband said needed done because of the company negligance
This in response to the customer's complaint A very detailed letter was sent to her regarding these issues after consulting with our suppliers technican, how the
issues could have occurred, and how they could be corrected This complaint was made after the customer received that letter and then text me stating she wants us to do nothing else (Oct8th) Legal counsel has already advised us how to respond to the customer which we did via a letter sent to her on Oct7th
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Mrs*** has agreed to fixing what her husband and I agreed upon during OUR her husband and my conversationYes I did call her personal line she did answer and I spoke with Mr *** only after arguing with her in initial conversation because of her defiance to the situationThen and only then did she hand the phone to Mr *** in which he said he wanted to come and take a look at the situation in which he did and then apologized and said he needed to redo side his company knocked down and top rails and fix screws at that time Mrs *** WASNT PRESENT only time she was was at initial call in which all she had part of was the answering, the arguing and then handing the phone to her husband because as she put it she had no part of this aspect of the businessAll I ever asked for since the beginning was in paperwork the agreement this would be fixed I understood Mr ***s situation and was trying to be as flexible with them as I could due to the situation but at same time this was also a business situation which had been dealt with very very ***lyI asked for something in writing that come spring my situation would be corrected and was refused, all which I have in messages which have been copied and can be shownAs for her keeping to bring up fact I said pool was put up in haste that is a lie the pool was assembled in a week period which I took vacation and again had a crew helping me everydayIt did take us weeks to get the pool which again is only 1/yrs old and was uninstalled and stored properlyMrs *** and I had conversations in which only thing I mentioned as far as the install of pool was it took us everybit of the weeks to install pool and liner was installed last few days of my vacation in which at the end we had it twisted and I and the people installing had to return to work and to be truthful we were all exhausted and just ready to let someone else refix the liner that had gotten twistedI had witnesses there at the times Mrs *** came 1st to look at liner realize it would take more than people to do liner, 2nd time to bring someone else I hadnt seen to put putty instead of caulk around skimmer and lastly to drop off chemicals to go into poolTeresa *** was at my house each time and can bear witness to everything I have said is true and she is also one that was inside house listening at window that can also atest to what Mr *** said about what all his company did to the pool, the liner and how it had gotten ripped and how sorry they were and that he was going to refix side they knocked down along with top rails and screwsMy lawyer has agreed that this paper is sufficent along with my witnesses and pictures of the pool before and after they came that their agreement to refix what was done is sealed with this agreement by paper the only thing I asked for from the beginningAs far as the liner I am very upset that they ripped it and when Mr *** comes in the spring just for face I will show him not Mrs *** the reciept and I will accept the fact that if they fix what they wronged I will accept what they have done to the liner but not by choiceI know that if and when I do replace the liner for however long it holds out with the patching that was done by the company I will have someone else fix itThe liner was patched with something Mr *** said would hold and as far as my dealings with him I do believe himMr *** was very sincere and professional when I dealt with him and I do believe that if he hadnt had the health issues maybe this would have been a very different situation but with dealing with Mrs *** it has become the situation it hasHer way of dealing with her business with her attitude and complete disregard leaves much to be desired and if she continues running it without any professionalism and compassion for her customers and her business it will not last long which is a shame because her husband clearly loves his businessI will look for them in the spring to wrong this situation and hope everything withholds till then and I will pray for the ***s and their family that Matts recovery goes extremely well
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
The response from the business is correct in the fact that they did send a detailed letter after I tried to address the problems again before we closed the pool for the summerNo where in the letter did it mention how the business could fix the problems at hand other than placing the lightThe letter stated they would place the light but would not take responsibility for the electricianIf the light would have been done when it was suppose to have been done (it was suppose to have been done before the water level rose too highIt was not done because the owner had left the premises.) the electrical part would not even be an issue at this point I am not incurring the cost of repairs(large wrinkles, air pocket between the pool walls and liner) for something I have paid Liberty Pools and Spas LLC to do and they did not do it correctlyThe problems listed in the original complaint are not problems that could have been caused by anything but faulty workShame on the owners for not wanting to fix something they did incorrectlyShame on the owners for not trying to do business with moral ethics.
Regards,
*** ***
Liberty Pools and Spas LLC would like to respond to the following complaint. The customer called us for a service the second week of July because her liner was so twisted that her children and friends helped...
install until 2AM one morning. The pool was used, much more than 2 years as the skimmer metal was worn so badly the skimmer had to be replaced, pool putty was used to try and stop the leak from where the new skimmer was installed, the base of the filter was cracked, the top seats were missing screws, and we sold her a filter cap because hers was missing. She kept telling us everything it came with was on the deck, screws included. The liner was purchased online at the cheapest cost and was the thinnest vinyl possible. When I arrived for the service call, the liner had water on it and had had for days. The liner was not evenly distributed around the pool so the overhang on one side (which was the side that was falling in) was almost 9 inches over while the opposite side barely had an inch. The liner was twisted and with the weight of the water, pulling on the liner. The pool was dug down about 6 inches in the ground but the posts were not on blocks. You had to step down to get to the pool in the dirt almost like a mote around the pool. There was no way to adjust the liner without evening it out. I told her to pump out the water and we would be back in three days to adjust the liner. During that 3 day span, we received a lot of rain which a lot of dirt was washed out from under and around the pool along with adding more water to the inside of the pool. (Every time water is taken off a liner it adds stress to the structure and weakens the liner. Water was taken off this pool twice before we reinstalled her liner and sat for two weeks uneven causing stress to the walls.) During the liner install, the wall fell in once the liner with the excessive overhang was removed. My crew rebuilt the wall section back in the ground on blocks and repositioned her liner. She was charged $200 for the install and a $75 service call. A normal install is $450 but she claimed she was the mother of five and no one would help her out with this pool and she had been trying all summer to get it put up, so we took over half of the cost off. She was told during the service call that above ground pools are not meant to come down and go back up exactly how they were. She went from a 18’ pool to a 26’ pool because she wanted something bigger for her family.
As for the follow-up calls, the customer didn’t want to pay a service fee. She claims the pool was just fine until we came in and re-installed the liner they did in the dark and early morning hours. My husband, who is the most knowledgeable person on pools that works with me, took a turn for the worse with cancer in August, two weeks after the re-installment. I don’t have other employees I send out without he or I with them as they are teenagers. When the customer started sending me on Facebook, I informed her we were closed for the season due to his hospitalization and would reopen in the spring. She replied and I did not respond as I stated, we were closed. She did this again two weeks later and reittirated that we are closed until the spring and there isn’t anything I can do as I wasn’t the one who physically re-installed the liner that day. The person in the company who was is not in a position to work or discuss the situation due to treatments for his cancer at this time. I have apologized for the situation but a used pool is just that, a used pool.
The desired settlement is not possible as a used pool was put up. If it was brand new, it would be easier to accomplish and meet the needs. Screws were missing when I went out on the service call prior to the liner install. The liner turns used once water has been put on it and sits. Caulking doesn’t work on things that will hold water as caulking was tried first. Pool putty, which was what was put on there at the time of the re-installed liner, stops leaks specifically with a pool. The metal is worn at the skimmer plate that is attached to the pool…one reason the old skimmer had to be replaced to begin with. We cannot be assured the wall was not bent in the slightest manner during tear down, transport, or re-installment that it is not the reason for the leak. I do believe my husband told her he would be out in the spring at no charge to readjust her caps because she claims they don’t look right but the customer keeps insisting we come now which isn’t possible due to his health. Our seasonal business is closed until spring.
Kim [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Everything she has stated is a lie. The only cap she sold me was to the pump which when was drained had gotten misplaced. I did replace skimmer myself at my cost which I have reciepts. to. The pool which is 2 to 3 yrs at most and was in perfect condition when transported and place in a garage that fall until the following spring. It was placed on blocks and installed properly and leveled that can also be verified by the 6 to 8 people that helped put it up. The liner was not installed until 2am it was installed night before but when it turned dark and it was twisted we stopped and the business was called. The screws had all been there placed in plastic bags for each individual one seperated by what kind and completely there except for 3 rails that disapperred when she came out and had us take a few of the rails down so she and a 16 yr old boy she brought just 2 people to try and adjust a liner which she did charge me 75.00 to come out and attempt that which she couldnt do and yes at that time a friend I had there myself and my 2 kids were helping her and the 16 yr old boy. I have the emails from beginning when we did text her telling me putting up used pools were not an issue and they were quite familiar with them and it would be no problem. Its only now that she knows the company has done so much damage that she is changing her mind to how much trouble putting up a used pool. I have all the people that helped with the setting up of this pool that will tell you it was done properly and the after effects of what the company did was strickly that the company was having issues and dropped the ball with my pool totally. They didnt even mention till I pointed out that they ripped my liner. This was not my first pool I was just putting up a bigger one the first one we installed also and had been up for almost 10 yrs and the company in which I buy my liners is well know In the Swim and there liners are very good ive never had an issue with them. In fact she was telling me what a good liner I had gotten when she saw it said I could have gotten mine cheaper from her that the one I had bought was exactly what she would have gotten me much cheaper and with a design because ii paid for mark up. The screws when the company left that she claims were not there were thrown in a bush half of them still in the bag. I understand the company has had setbacks if she would have talked to her husband seen that he did say come fall he would make this right then she would see how wrong she is.She has not once came out to see what all damage was done but her husband did. He knew what was done and when he looked at it he mentioned I dont think the boys put the blocks back on the rails. If you look at the side they knocked down and the opposite side in which was still intact from where we put the pool up you will see a huge difference. I will not except anything but there company coming out and making right there wrong. Her husbands name is Matt [redacted] Im sure if someone spoke to him he would back everything I have said. I have no reason to lie about anything I have said and if Mrs [redacted] was true to herself and whats right in this situation she knows that pool was installed properly she even remarked on it and if shes a true business woman she will also know what she is saying about screws is wrong. She took alot of them off when she though she herself alone could untwist a liner. When her husband came out he kept apologizing for her behavior said she had never done any of this but was forced into it because he had some setbacks and that she didnt know much about the running of the business or pool installation. All I asked was that the situation be done right by the business I even offered to help them if need be and her husband stated no we did this and your treatment is not what or how I run my business and this will be fixed. I hope this is what gets accomplished because if not I have the witness who helped with pool, the person who gave me the pool and last but not least the person I had sitting in the window above Mr. [redacted] and myself when he stated everything I am saying now which is true and also the person who was there with me at the time Mrs [redacted] came the first time with the young person and what all she said as far as cost, it not being a problem, how there was not an issue with how pool was set up that it was installed very good. Only issue she had was that it had foot prints inside where liner was installed which she had figured into pool cost to reroll to make smooth when liner was untwisted. I am prepared to go to court with this and everything I have and the people its up to her if she wants to go that route or put in writing come spring they will do what her husband said needed done because of the company negligance.
From: [redacted] [mailto[redacted]] Sent: Sunday, October 05, 2014 11:55 PMTo: infoSubject: Response to complaint [redacted]
As Mrs. [redacted] said, my husband, Matt [redacted], said he would be out in the spring. I was present during that conversation that took place in early August as she called my phone personally not the business line. We haven't breached any verbal contract as spring has not come around yet for Matt to come fix the top seats so they are straight. The fact that Mrs. [redacted] wants something done now isn't our main concern as we knew at the time of the agreements he was starting chemo soon and it would be spring before he could get there. She agreed to this. Her changing her mind or the situation in her eyes it became worse, I can't do anything about due to us closingfor the season because of Matt's medical condition. I wouold not send someone out inexperienced to work on this pool with the walls falling in as many times as they have. Mrs. [redacted] has revealed more information about the storage of the used pool such as the length of time it was stored, where it was stored, etc that again questions the condition of the pool at the time of her friends installing, which in her words she tried for weeks to do it before they came over and did it until the early morning hours.
Mrs. [redacted] can choose to stick to the verbal agreement of Matt coming out in the spring and adjusting the top seats so they sit straight and adding in any screws that is missing at no charge. The liner will remain as is and will not be replaced as there is no need to adjust the top seats because you have to take them off to replace the liner anyway. That is option 1 which again, was agreed upon to be done during the spring of 2015 prior to May 31, 2015. Option 2 is we will replace the liner and send her a new complete set of screws AFTER we receive a copy of her receipt for the liner that was ordered THIS YEAR to be sure it was purchased this year brand new by Mrs. [redacted] AND the number of screws needed per upright along with the number of uprights. The new liner and screws will be shipped to Mrs. [redacted]'s home prior to May 31, 2015 for her to install. We will NOT be doing any further work on this pool if she chooses to have the liner replaced. Mrs. [redacted] needs to mail us at our company address her option 1 or 2 and we will send out a contract to her signed by Liberty Pools and Spas for her records. May 31, 2015 will be the deadline date for both options as at this time we do not know if we will open April 1st or May 1st due to Matt's health condition.
Kim [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Everything she has stated is a lieThe only cap she sold me was to the pump which when was drained had gotten misplacedI did replace skimmer myself at my cost which I have recieptstoThe pool which is to yrs at most and was in perfect condition when transported and place in a garage that fall until the following springIt was placed on blocks and installed properly and leveled that can also be verified by the to people that helped put it upThe liner was not installed until 2am it was installed night before but when it turned dark and it was twisted we stopped and the business was calledThe screws had all been there placed in plastic bags for each individual one seperated by what kind and completely there except for rails that disapperred when she came out and had us take a few of the rails down so she and a yr old boy she brought just people to try and adjust a liner which she did charge me to come out and attempt that which she couldnt do and yes at that time a friend I had there myself and my kids were helping her and the yr old boyI have the emails from beginning when we did text her telling me putting up used pools were not an issue and they were quite familiar with them and it would be no problemIts only now that she knows the company has done so much damage that she is changing her mind to how much trouble putting up a used poolI have all the people that helped with the setting up of this pool that will tell you it was done properly and the after effects of what the company did was strickly that the company was having issues and dropped the ball with my pool totallyThey didnt even mention till I pointed out that they ripped my linerThis was not my first pool I was just putting up a bigger one the first one we installed also and had been up for almost yrs and the company in which I buy my liners is well know In the Swim and there liners are very good ive never had an issue with themIn fact she was telling me what a good liner I had gotten when she saw it said I could have gotten mine cheaper from her that the one I had bought was exactly what she would have gotten me much cheaper and with a design because ii paid for mark upThe screws when the company left that she claims were not there were thrown in a bush half of them still in the bagI understand the company has had setbacks if she would have talked to her husband seen that he did say come fall he would make this right then she would see how wrong she is.She has not once came out to see what all damage was done but her husband didHe knew what was done and when he looked at it he mentioned I dont think the boys put the blocks back on the railsIf you look at the side they knocked down and the opposite side in which was still intact from where we put the pool up you will see a huge differenceI will not except anything but there company coming out and making right there wrongHer husbands name is Matt [redacted] Im sure if someone spoke to him he would back everything I have saidI have no reason to lie about anything I have said and if Mrs [redacted] was true to herself and whats right in this situation she knows that pool was installed properly she even remarked on it and if shes a true business woman she will also know what she is saying about screws is wrongShe took alot of them off when she though she herself alone could untwist a linerWhen her husband came out he kept apologizing for her behavior said she had never done any of this but was forced into it because he had some setbacks and that she didnt know much about the running of the business or pool installation All I asked was that the situation be done right by the business I even offered to help them if need be and her husband stated no we did this and your treatment is not what or how I run my business and this will be fixedI hope this is what gets accomplished because if not I have the witness who helped with pool, the person who gave me the pool and last but not least the person I had sitting in the window above Mr [redacted] and myself when he stated everything I am saying now which is true and also the person who was there with me at the time Mrs [redacted] came the first time with the young person and what all she said as far as cost, it not being a problem, how there was not an issue with how pool was set up that it was installed very goodOnly issue she had was that it had foot prints inside where liner was installed which she had figured into pool cost to reroll to make smooth when liner was untwistedI am prepared to go to court with this and everything I have and the people its up to her if she wants to go that route or put in writing come spring they will do what her husband said needed done because of the company negligance
This in response to the customer's complaint A very detailed letter was sent to her regarding these issues after consulting with our suppliers technican, how the
issues could have occurred, and how they could be corrected This complaint was made after the customer received that letter and then text me stating she wants us to do nothing else (Oct8th) Legal counsel has already advised us how to respond to the customer which we did via a letter sent to her on Oct7th
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Mrs*** has agreed to fixing what her husband and I agreed upon during OUR her husband and my conversationYes I did call her personal line she did answer and I spoke with Mr *** only after arguing with her in initial conversation because of her defiance to the situationThen and only then did she hand the phone to Mr *** in which he said he wanted to come and take a look at the situation in which he did and then apologized and said he needed to redo side his company knocked down and top rails and fix screws at that time Mrs *** WASNT PRESENT only time she was was at initial call in which all she had part of was the answering, the arguing and then handing the phone to her husband because as she put it she had no part of this aspect of the businessAll I ever asked for since the beginning was in paperwork the agreement this would be fixed I understood Mr ***s situation and was trying to be as flexible with them as I could due to the situation but at same time this was also a business situation which had been dealt with very very ***lyI asked for something in writing that come spring my situation would be corrected and was refused, all which I have in messages which have been copied and can be shownAs for her keeping to bring up fact I said pool was put up in haste that is a lie the pool was assembled in a week period which I took vacation and again had a crew helping me everydayIt did take us weeks to get the pool which again is only 1/yrs old and was uninstalled and stored properlyMrs *** and I had conversations in which only thing I mentioned as far as the install of pool was it took us everybit of the weeks to install pool and liner was installed last few days of my vacation in which at the end we had it twisted and I and the people installing had to return to work and to be truthful we were all exhausted and just ready to let someone else refix the liner that had gotten twistedI had witnesses there at the times Mrs *** came 1st to look at liner realize it would take more than people to do liner, 2nd time to bring someone else I hadnt seen to put putty instead of caulk around skimmer and lastly to drop off chemicals to go into poolTeresa *** was at my house each time and can bear witness to everything I have said is true and she is also one that was inside house listening at window that can also atest to what Mr *** said about what all his company did to the pool, the liner and how it had gotten ripped and how sorry they were and that he was going to refix side they knocked down along with top rails and screwsMy lawyer has agreed that this paper is sufficent along with my witnesses and pictures of the pool before and after they came that their agreement to refix what was done is sealed with this agreement by paper the only thing I asked for from the beginningAs far as the liner I am very upset that they ripped it and when Mr *** comes in the spring just for face I will show him not Mrs *** the reciept and I will accept the fact that if they fix what they wronged I will accept what they have done to the liner but not by choiceI know that if and when I do replace the liner for however long it holds out with the patching that was done by the company I will have someone else fix itThe liner was patched with something Mr *** said would hold and as far as my dealings with him I do believe himMr *** was very sincere and professional when I dealt with him and I do believe that if he hadnt had the health issues maybe this would have been a very different situation but with dealing with Mrs *** it has become the situation it hasHer way of dealing with her business with her attitude and complete disregard leaves much to be desired and if she continues running it without any professionalism and compassion for her customers and her business it will not last long which is a shame because her husband clearly loves his businessI will look for them in the spring to wrong this situation and hope everything withholds till then and I will pray for the ***s and their family that Matts recovery goes extremely well
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
The response from the business is correct in the fact that they did send a detailed letter after I tried to address the problems again before we closed the pool for the summerNo where in the letter did it mention how the business could fix the problems at hand other than placing the lightThe letter stated they would place the light but would not take responsibility for the electricianIf the light would have been done when it was suppose to have been done (it was suppose to have been done before the water level rose too highIt was not done because the owner had left the premises.) the electrical part would not even be an issue at this point I am not incurring the cost of repairs(large wrinkles, air pocket between the pool walls and liner) for something I have paid Liberty Pools and Spas LLC to do and they did not do it correctlyThe problems listed in the original complaint are not problems that could have been caused by anything but faulty workShame on the owners for not wanting to fix something they did incorrectlyShame on the owners for not trying to do business with moral ethics.
Regards,
*** ***
Liberty Pools and Spas LLC would like to respond to the following complaint. The customer called us for a service the second week of July because her liner was so twisted that her children and friends helped...
install until 2AM one morning. The pool was used, much more than 2 years as the skimmer metal was worn so badly the skimmer had to be replaced, pool putty was used to try and stop the leak from where the new skimmer was installed, the base of the filter was cracked, the top seats were missing screws, and we sold her a filter cap because hers was missing. She kept telling us everything it came with was on the deck, screws included. The liner was purchased online at the cheapest cost and was the thinnest vinyl possible. When I arrived for the service call, the liner had water on it and had had for days. The liner was not evenly distributed around the pool so the overhang on one side (which was the side that was falling in) was almost 9 inches over while the opposite side barely had an inch. The liner was twisted and with the weight of the water, pulling on the liner. The pool was dug down about 6 inches in the ground but the posts were not on blocks. You had to step down to get to the pool in the dirt almost like a mote around the pool. There was no way to adjust the liner without evening it out. I told her to pump out the water and we would be back in three days to adjust the liner. During that 3 day span, we received a lot of rain which a lot of dirt was washed out from under and around the pool along with adding more water to the inside of the pool. (Every time water is taken off a liner it adds stress to the structure and weakens the liner. Water was taken off this pool twice before we reinstalled her liner and sat for two weeks uneven causing stress to the walls.) During the liner install, the wall fell in once the liner with the excessive overhang was removed. My crew rebuilt the wall section back in the ground on blocks and repositioned her liner. She was charged $200 for the install and a $75 service call. A normal install is $450 but she claimed she was the mother of five and no one would help her out with this pool and she had been trying all summer to get it put up, so we took over half of the cost off. She was told during the service call that above ground pools are not meant to come down and go back up exactly how they were. She went from a 18’ pool to a 26’ pool because she wanted something bigger for her family.
As for the follow-up calls, the customer didn’t want to pay a service fee. She claims the pool was just fine until we came in and re-installed the liner they did in the dark and early morning hours. My husband, who is the most knowledgeable person on pools that works with me, took a turn for the worse with cancer in August, two weeks after the re-installment. I don’t have other employees I send out without he or I with them as they are teenagers. When the customer started sending me on Facebook, I informed her we were closed for the season due to his hospitalization and would reopen in the spring. She replied and I did not respond as I stated, we were closed. She did this again two weeks later and reittirated that we are closed until the spring and there isn’t anything I can do as I wasn’t the one who physically re-installed the liner that day. The person in the company who was is not in a position to work or discuss the situation due to treatments for his cancer at this time. I have apologized for the situation but a used pool is just that, a used pool.
The desired settlement is not possible as a used pool was put up. If it was brand new, it would be easier to accomplish and meet the needs. Screws were missing when I went out on the service call prior to the liner install. The liner turns used once water has been put on it and sits. Caulking doesn’t work on things that will hold water as caulking was tried first. Pool putty, which was what was put on there at the time of the re-installed liner, stops leaks specifically with a pool. The metal is worn at the skimmer plate that is attached to the pool…one reason the old skimmer had to be replaced to begin with. We cannot be assured the wall was not bent in the slightest manner during tear down, transport, or re-installment that it is not the reason for the leak. I do believe my husband told her he would be out in the spring at no charge to readjust her caps because she claims they don’t look right but the customer keeps insisting we come now which isn’t possible due to his health. Our seasonal business is closed until spring.
Kim [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Everything she has stated is a lie. The only cap she sold me was to the pump which when was drained had gotten misplaced. I did replace skimmer myself at my cost which I have reciepts. to. The pool which is 2 to 3 yrs at most and was in perfect condition when transported and place in a garage that fall until the following spring. It was placed on blocks and installed properly and leveled that can also be verified by the 6 to 8 people that helped put it up. The liner was not installed until 2am it was installed night before but when it turned dark and it was twisted we stopped and the business was called. The screws had all been there placed in plastic bags for each individual one seperated by what kind and completely there except for 3 rails that disapperred when she came out and had us take a few of the rails down so she and a 16 yr old boy she brought just 2 people to try and adjust a liner which she did charge me 75.00 to come out and attempt that which she couldnt do and yes at that time a friend I had there myself and my 2 kids were helping her and the 16 yr old boy. I have the emails from beginning when we did text her telling me putting up used pools were not an issue and they were quite familiar with them and it would be no problem. Its only now that she knows the company has done so much damage that she is changing her mind to how much trouble putting up a used pool. I have all the people that helped with the setting up of this pool that will tell you it was done properly and the after effects of what the company did was strickly that the company was having issues and dropped the ball with my pool totally. They didnt even mention till I pointed out that they ripped my liner. This was not my first pool I was just putting up a bigger one the first one we installed also and had been up for almost 10 yrs and the company in which I buy my liners is well know In the Swim and there liners are very good ive never had an issue with them. In fact she was telling me what a good liner I had gotten when she saw it said I could have gotten mine cheaper from her that the one I had bought was exactly what she would have gotten me much cheaper and with a design because ii paid for mark up. The screws when the company left that she claims were not there were thrown in a bush half of them still in the bag. I understand the company has had setbacks if she would have talked to her husband seen that he did say come fall he would make this right then she would see how wrong she is.She has not once came out to see what all damage was done but her husband did. He knew what was done and when he looked at it he mentioned I dont think the boys put the blocks back on the rails. If you look at the side they knocked down and the opposite side in which was still intact from where we put the pool up you will see a huge difference. I will not except anything but there company coming out and making right there wrong. Her husbands name is Matt [redacted] Im sure if someone spoke to him he would back everything I have said. I have no reason to lie about anything I have said and if Mrs [redacted] was true to herself and whats right in this situation she knows that pool was installed properly she even remarked on it and if shes a true business woman she will also know what she is saying about screws is wrong. She took alot of them off when she though she herself alone could untwist a liner. When her husband came out he kept apologizing for her behavior said she had never done any of this but was forced into it because he had some setbacks and that she didnt know much about the running of the business or pool installation. All I asked was that the situation be done right by the business I even offered to help them if need be and her husband stated no we did this and your treatment is not what or how I run my business and this will be fixed. I hope this is what gets accomplished because if not I have the witness who helped with pool, the person who gave me the pool and last but not least the person I had sitting in the window above Mr. [redacted] and myself when he stated everything I am saying now which is true and also the person who was there with me at the time Mrs [redacted] came the first time with the young person and what all she said as far as cost, it not being a problem, how there was not an issue with how pool was set up that it was installed very good. Only issue she had was that it had foot prints inside where liner was installed which she had figured into pool cost to reroll to make smooth when liner was untwisted. I am prepared to go to court with this and everything I have and the people its up to her if she wants to go that route or put in writing come spring they will do what her husband said needed done because of the company negligance.
From: [redacted] [mailto[redacted]] Sent: Sunday, October 05, 2014 11:55 PMTo: infoSubject: Response to complaint [redacted]
As Mrs. [redacted] said, my husband, Matt [redacted], said he would be out in the spring. I was present during that conversation that took place in early August as she called my phone personally not the business line. We haven't breached any verbal contract as spring has not come around yet for Matt to come fix the top seats so they are straight. The fact that Mrs. [redacted] wants something done now isn't our main concern as we knew at the time of the agreements he was starting chemo soon and it would be spring before he could get there. She agreed to this. Her changing her mind or the situation in her eyes it became worse, I can't do anything about due to us closingfor the season because of Matt's medical condition. I wouold not send someone out inexperienced to work on this pool with the walls falling in as many times as they have. Mrs. [redacted] has revealed more information about the storage of the used pool such as the length of time it was stored, where it was stored, etc that again questions the condition of the pool at the time of her friends installing, which in her words she tried for weeks to do it before they came over and did it until the early morning hours.
Mrs. [redacted] can choose to stick to the verbal agreement of Matt coming out in the spring and adjusting the top seats so they sit straight and adding in any screws that is missing at no charge. The liner will remain as is and will not be replaced as there is no need to adjust the top seats because you have to take them off to replace the liner anyway. That is option 1 which again, was agreed upon to be done during the spring of 2015 prior to May 31, 2015. Option 2 is we will replace the liner and send her a new complete set of screws AFTER we receive a copy of her receipt for the liner that was ordered THIS YEAR to be sure it was purchased this year brand new by Mrs. [redacted] AND the number of screws needed per upright along with the number of uprights. The new liner and screws will be shipped to Mrs. [redacted]'s home prior to May 31, 2015 for her to install. We will NOT be doing any further work on this pool if she chooses to have the liner replaced. Mrs. [redacted] needs to mail us at our company address her option 1 or 2 and we will send out a contract to her signed by Liberty Pools and Spas for her records. May 31, 2015 will be the deadline date for both options as at this time we do not know if we will open April 1st or May 1st due to Matt's health condition.
Kim [redacted]