ComplaintsforDiversified Pool Pros

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Diversified Pool Pros, **** regarding a faulty pool liner installation. Nearly five years ago, they installed a new liner in our inground pool. For the past four years, we've experienced significant water loss, leading us to hire multiple companies to locate the leak. Recently, a highly recommended professional determined that Diversified Pool Pros, **** had cut the liner too short under the pool steps during installation, an error that cannot be repaired and requires a full liner replacement. Despite our attempts to address this issue with the company, they have consistently evaded responsibility by failing to show up for appointments, lying about communication attempts, and refusing to acknowledge the problem. This situation has resulted in substantial financial burden due to daily water loss, costs of leak detection services, and now the need for a complete liner replacement. We are requesting that Diversified Pool Pros, **** replace the liner at no cost to us and ensure proper installation. We seek the BBB's assistance in mediating this dispute to reach a fair resolution. Thank you for your attention to this matter.

  Customer response

  09/09/2024

  They responded - but deflected all responsibility. Rather than replacing the liner, they offered a slight discount and refused to pay for any damages, or water to refill. **** came to our home 9/6/2024 to see if the liner could be salvaged. The liner is destroyed (where it was cut too short under the steps and pulled due to the weight of the water.) I asked **** to go ahead and schedule a liner replacement and asked if they would cover the water to refill. He said they would not cover the water. We need the replacement done asap, we have not gotten a schedule date yet. 

   

  Dear **** & *****, 
  
  
  I'm sending this as a follow-up to my onsite visit on Tuesday, August 13th, and in response to what we talked about regarding your inground swimming pool liner which we installed for you in the spring of 2019.  
  
  
  To date, I have not been able to reach ********************* with **** **** Detection. I've left several messages but have yet to receive a return call.  I would like to get more information from him and insight into the service he provided for you since the receipt he gave you does not mention anything about the cause of the issue with the liner.  
  
  
  These are my observations from my inspection of your pool:  
  
  
  1.)  The overall fit of the liner appears good and in accordance with manufacturer specifications.  The seams are where they should be, and no vertical wall wrinkles indicate a poor fit or improper installation.  
  
  
  2.) There is a visible water line showing where the water level has been low in the pool for a long period of time, such as over the winter. You told me that you always lower the water level below the returns each winter, which is definitely not a recommended practice. Extended periods of low water will cause the exposed vinyl (the part above water level) to shrink and become brittle / lose its elasticity, as mentioned in the completion paperwork you read and signed on May 1, 2019 at the time of installation. (See attachment).  Your liner shows signs of shrinking & tightening vinyl in the shallow-end corner of the pool.  
  
  
  3.)  At the time of my visit, the water chemistry in your pool was not good.  There was no chlorine in the water; no stabilizer in the water (cyanuric acid); the alkalinity was extremely high; and the pH was very high.  Good water chemistry in a pool is crucial in maintaining a "normal" lifespan of a pool and it's equipment, especially the interior surface, whether it be plaster, steel, or vinyl.  (Again, this is covered extensively in paragraph 1 of your signed completion certificate & instructions).  
  
  
  4.)  The existing water return jet in the pool steps has had a leak and an attempted repair. It is my professional opinion that it is still leaking because the repair was not done correctly -- the bulkhead fitting used in the repair is not the correct one, as it cannot provide an adequate seal against the polymer steps.  
  
  
  5.)  There is an older (not recent) patch on the vinyl liner under the step plate.  However, there is still another hole under the plate that appears to have had some type of putty/epoxy applied over it that is not working.  
  
  
  According to manufacturers' literature, the average life expectancy of a vinyl pool liner is 8-10 years. You've had your pool liner for six seasons, which is well past half its normal life even if it had been kept in ideal condition, which yours has not.  The factory provides a three-year full-coverage warranty against manufacturer defects, and we provide a three-year full-coverage repair warranty on any improper installation issue.  Had you contacted us when you said you first noticed an issue with the liner, we could have provided successful help and repairs.  But since the vinyl is now in less-than-good condition, I don't believe a repair attempt is possible. 
  
  
  All of this being said, I don't see that we have any liability or just cause to provide you with a new liner, as you requested.   However, I am willing to work with you on a replacement liner as an act of good faith and a gesture of goodwill.  
  
  
  In 2019, you paid a discounted price of $2300.00 (plus tax) for the liner and $1525.00 for the installation.  At current 2024 pricing, the liner would be $3275.00 (plus tax), and the installation would be $2350.00.  We can offer a replacement liner, in your choice of standard 27-mil patterns, for half-price ($1637.50 plus tax).  We can offer a discounted installation price of $1175.00.  Or, if you'd rather, you can purchase the liner from us (at the half-off price) and have someone else provide the installation.  We will hold these discounted prices through the end of 2025.  (PLEASE NOTE:  If you'd like us to do the installation, we can schedule for any time of your choosing EXCEPT from March 1 thru June 20th).  
  
  
  Please feel free to call or email me for better clarification of the details. 
  
  
  Thank you for your time,
  Sincerely, 
  *********************
  Diversified Pool Pros, Inc.
  ************ office
  ************ fax
  ************ cell

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