ComplaintsforPro Pools, LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In 2020 we paid to have a new liner put in. We waited 6 months for the liner to come and they tore it putting it in. We waited several months for a new liner, that wasn’t our first choice, they put it in, we filled it ($800+) and they closed it. In the spring it was empty. We filled it again. We closed it in the fall and it was empty in the spring, and the floor was now all wrinkled up. We filled it again. And now it’s empty again. Pro Pools refuses to take responsibility. I’ve fought with them since they put it in. They get really nasty. They say they have to cut a big piece out of the liner where there is a hole on the seam and send it to the manufacturer to see if they’re decide to cover it. We’ve put water in three or four times at $800 a pop. NOTHING. We’re out over $16,000 dollars and have no use of a pool.

  Business response

  05/17/2024

  This is a warranty claim with the manufacture not with pro pools. Info has been sent to manufacture and pro pools has no control over this situation. Customer was offered that same service the year before but declined. Pool was opened this year and now they want to do something and blame us for there delay. We have records and photos for everything that has been offered. As of today we are still waiting for the manufacture to decide if it is a product failure.  

  Customer response

  05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Nothing has been resolved. This was not a liner warranty issue, it was an installation issue. The pool was empty when we first opened it after they installed and then closed it. PROPOOLS has refused to take responsibility for that, even though they tore the initial one when installing it. It took us so long to decide to try the warranty because it required cutting a big hole at of the liner and then hoping the liner company would decide to honor it. Either way, we have lost thousands of dollars and no longer have a pool. We see no resolution in this. We have not heard a word regarding the warranty, or had anything other than 2 emails from BBB.
  
  Sincerely,
  
  ******* * ****** ********

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