ComplaintsforLake Norman Pool & Spa

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with company for multiple repairs totaling over $6,000, of which the one $600 at source of conflict is October 2021 foam injection to pool skimmer to fix leak. *************************, manager of pool restorations assured me that this approach has not failed in the time he's been using and further stated this would resolve my skimmer leaking by allowing injection to expand/fill void around/beneath skimmer from drainage issues and where epoxy had not held from leakage. Immediately after "repair" by crew that announced they were leaving the company after my job, the pool continued leaking and that was resolved by leak detection company applying epoxy, as ********/Lake Norman Pool & Spa stated the foam injection likely knocked epoxy loose. While the epoxy then kept water from leaking over winter while pool was still operating, it eventually broke down once temperature warmed and again showed that foam injection never worked (or there would have been no leak, even with epoxy missing from the start). Though now nearly 2 years later, this has been an ongoing condition that the fix never solved the issue, whereas the contractor maintains it is due to settling/skimmer box moving. Again, while there could be movement, the approach that was offered as the right one did not cure from the start in 2021 when reported to the company, who only bought time by advising of epoxy needed to now be able to state they can't be held responsible and no guarantee. ******** continues to be evasive and ignores failure of job, but rather using current settling as excuse.This is not the service level I have experienced with other reputable vendors in this industry, particularly given the lack of timeliness even with several thousand spent and system entrusted to their guidance. I have offered them to bid on more lasting skimmer replacement at my cost, but they refuse to do so, likely because of continued staffing issues and also evidence that would show foam injection failed.

  Business response

  10/17/2023

  In November of 2021, a foam injection on a previously repaired and epoxied skimmer was performed.  The customer claims that the foam injection never worked from day one.   The first record that we have of the customer contacting us regarding the issue was 9/18/2023.   We have records of the customer contacting us regarding his pump on 7/8/2021, payment for service on 9/20/2021, pricing for pool maintenance on 3/3/22, pool light loose in the niche on 6/13/22, issues with iAqualink pool automation on 6/24/22, pump motor replacement on 7/12/22, and the led light not changing colors on 7/3/23.   We followed up on any and all issues that the customer communicated to us.  From 9/18/23 to 10/12/23 the customer contacted us multiple times regarding the issue both by phone and e-mail. I personally called the customer regarding the foam injection on 10/13/2023.   He told me his side of the story and that he wanted a full refund.  I told him that we had followed up on any issues that he communicated to us over the last 2 years including multiple warranty calls for his pool lights which were no charge to him, but until now we had no record of communication regarding the foam injection not working from day one.  The customer had a 3rd party pool service we partner with repair the epoxy in September of 2022, then had to have the epoxy repaired again in August and September of 2023.  There appears to be an issue with the pool deck moving and/or settling which is causing the foam injection and epoxy to fail.  I told him that this would not be warranty.     
  
  
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/23/2020 we purchased a ************************************************* Statesville cost was *******. We paid $1,800 to have the pool installed by Lexren on 7/10/2020, (contracted by LN Pool and Spa). After the pool was installed and we began to fill the pool up we noticed water around the bottom of the pool in one area. We continued to watch this and within a few days we still had water coming from the pool. I contacted the pool store and spoke to Manager Jan and she said she would send Lexren back out to look at the pool to determine if it was leaking. ******** from Lexren came out and informed us that it was moisture from the weight of the pool on the sand. Since this time it has never been dry in that area. And now, the pool is leaking at a very fast rate. We contacted the pool store and was informed by Jan that we would need to pay $350 to have Pool Pros to come out and determine if it is a tear at the seam. I'm not sure why this wasn't handled this way in the beginning because now the warranty is over a year. If we pay Pool Pro to determine if it is a tear at the seam which would be a manufacturer's defect, which we are sure this is the case, we will need to pay the fee for another reinstall, $1800. I feel that if the appropriate people would have been sent out from the beginning to examine the leak, this wouldn't have evolved into the problem that it has and we would have been covered under the warranty 100%.

  Business response

  01/04/2022

  The issue with this pool is still in the process of being resolved.  The pool was installed in July of 2020 and has been used for nearly 2 pool seasons.   The installers are not contracted by Lake Norman Pool and Spa, they work directly for the customer and are paid by the customer.   After the pool was installed in 2020 and the customer noticed water, the installers went back out but did not diagnose the problem as a liner leak.  The next time Lake Norman Pool & Spa was told there was a problem was after the 2021 pool season (2nd pool season).   There are multiple reasons why the liner could be leaking,  including a tear, puncture, or a seam split.   In the case of a tear or puncture this is not a manufacturer's defect and the liner manufacturer would not cover this under warranty.   The customer was given the name of a leak detection company to diagnose the problem.  If it is determined to be a manufacturer's defect the liner will be covered based upon the manufacturer's warranty.  If it is necessary to replace the liner it would not be an $1800 fee ($1800 was the fee for a complete install of the pool not just a liner install).

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