ComplaintsforLatham International

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new pool liner from a latham dealer. Dealer installed the liner poorly. Tried to have dealer come and repair the faulty installation. Dealer did not respond. Contacted Latham under their warranty and was told that liner was under full warranty. They gave me names of other dealers to perform the repair. No dealer wants to fix someone else's faulty workmanship. Called latham and told them that no one wanted to do the warranty work and asked them what they were going to do. was told they did everything they could. This is not acceptable. They have a warranty, its on them to find a dealer in their network to repair the liner installation.

  Business response

  10/09/2024

  Hello and thank you for giving us the opportunity to reply.   Latham dealers and builders are independently owned and operated. Your Latham dealer will best be able to provide you with the most current information related to your project needs and their specific schedules.  Latham Pool Products is a pool manufacturer we sell product to dealers and distributors. We have an online tool to assist homeowners in finding dealers in their area.  We don’t recommend any dealer over another; it is up to the homeowner to choose which dealer they prefer. Per the consumer's statement ,since the root cause of this issue was found to be with the contractor and not the product produced by Latham, we suggest the consumer follow up with their dealerto resolve this situation.   Kind Regards LPP/Inc. 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Latham produces liners for inground ***** pools. We had to replace our liner 4 years ago, in which it developed a hole after just 3 years. We then paid $850.00 for a replacement liner. This one was installed, and after installation a hole was detected which was a defect from the manufacturer. In filing the claim, we asked for replacement plus compensation to re-install. After several attempts to come to a settlement, they only replaced the liner and are only willing to compensate a "latham" installer with product. Our current installer has retired and we do not feel we should be limited to those that only deal with latham. We simply asked for $3,200 which is what the cost of the previous installation was. We believe as consumers we are entitled to the freedom of using an installer of our choosing and should not be limited so Latham can save money. This company does nearly $700 Million in revenue annually. We asked several times to have this escalated and never heard from anyone beyond front line employees. As you can imagine, this has caused undo stress on our family.

  Business response

  09/05/2024

  Thank you for the opportunity to respond,  Per Latham warranty; there shall be no charge to the purchaser for repair or replacement of a defective liner.  Water and installation are not covered within the full or prorated portions of the warranty.  As a gesture of goodwill Latham offered to work with this customer and their dealer to cover the cost of the installation fee. We had contacted the original dealer provided to us by the homeowner in their claim submission to set up compensation for the work. The homeowner then stated they didn't want to use that dealer again and demanded payment of $3,200. Latham then offered to work with their new dealer in the same way as the first. This offer is still available to them if they wish to accept.  Kind RegardsLPP/Inc. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new liner from a dealer that installs Latham pool liners. The first one that was installed had a seam problem so they installed another one. A few day later the new one has a hole in it. So called the dealer and they said they would get back with me. But no response. I called latham warranty a few times about this. All they tell me i need a dealer to file a came and they gave me dealers in my area. So I went to the places they told me and not one would help me out on this. They all tell me to go to the dealer that installed it. So I went back to them, the installer and they told me the sales representative in the area said he will not put another one in. Now, I have a 20 year warranty on this liner that the installer has patched; I was told at the time of patch placement that a new liner would be sent to to be installed in the future when needed. I have not received the new replacement liner and I am not getting any help from Latham or the dealer and it has been only 4 months the liner has been installed. I need either a new liner or a refund for this patched liner.

  Business response

  09/16/2024

  Thank you for the opportunity to respond, Our warranty states that in the full portion a dealer must submit the claim for the homeowner. Since you are having issues finding a dealer to assist, we have sent your contact information to our customer service department. Someone will contact you and help you to find dealer assistance. Kind RegardsLPP/Inc. 

  Customer response

  09/17/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It's been going on for months. When it gets resolved I will stop with the BBB on this matter. Everyone i talk to is passing the buck on this problem and not taking care of it. Regards, ******* *****

  Business response

  09/17/2024

  Thank you for the opportunity to respond, Our warranty states that in the full portion a dealer must submit the claim for the homeowner. Since you are having issues finding a dealer to assist, we have sent your contact information to our customer service department. Someone will contact you and help you to find dealer assistance. Kind RegardsLPP/Inc.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Latham pool installed in 2021. Was told the pool liner and the safety cover were covered by warranty. The pool liner has developed a wrinkle that stretches the 16 ft width off the pool. Neither Latham nor the dealer accept responsibility or will apply the warranty to the defect. This spring, the winter safety cover was demonstrated to have a rip after the winter. Neither Latham nor the dealer believe the rip represents damage covered by warranty. The cover is advertised as supporting a full sized truck without damage- it did not survive a 3rd NS winter

  Business response

  08/26/2024

  Thank you for the opportunity to respond,As the manufacturer Latham warrants that our safety cover’s sewn joints will not separate.  The pictures provided by this customer do not show a separation of sewn joint, they show a hole in the body of the cover.  If the customer can provide pictures of a sewn joint separation, we will be happy to reevaluate this determination. In addition, as the Manufacturer Latham warrants our liner seems will not separate. The issue present by the customer is not a seem separation. If the customer can provide pictures of a valid seem separation, we will be happy to reevaluate this determination. Kind RegardsLPP/Inc. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a complaint against Laytham pool company. We purchased our pool from ******** **** ******* **** ******* **** ************ ** *****  on May 11, 2020 we installed it June 18, 2020. We noticed the first of June 2024 that there were some cracking around the top of the steps & a larger crack in the corner. We went into ******** **** & spoke to the owner ***** ***, showed him the pictures & he said he felt the ones on top were basically normal but he would be concerned with the one in the corner. So I contacted Latham (spoke to Michael & CJ on 6/6/2024 @ 3:00) They sent me an email to fill out & return along with pictures. I waited for a responds On June 13th I sent another email because we were going on vacation & asked if there was an update. I received an email back from Kim saying they would review & respond with there determination. Ref# *************. On June 18th Kim sent an email saying, per our warranty, surface cracks are covered under warranty for 1 year. for me to reach out to my dealer for assistance with repair. Which I answered saying that we reached out to our dealer first & he said he was concerned with that crack. She then sent me an email to contact ******************************** for repair options. (which I haven't done because this should be a warranty matter) I called Latham back again & spoke to Kim & she asked me to send in more pictures & she would resubmit another claim for them to look into the matter closer. I have not heard back from her. You can actually run your finger nail over the crack & put your nail into the crack. That is not just surface cracks.

  Business response

  07/15/2024

  Thank you for the opportunity to respond.  This customer has a Latham Acrylic/ Fiberglass Step that was installed in 2020 and cracked in 2024. The warranty (copy attached) states coverage for surface cracks, blisters or tears is for 1yr. Based on the information the customer provided to us and stated in their complaint above this issue is outside the warranty guidelines. We have identified these cracks as surface related only and opened a claim reference # ***** on the homeowner’s behalf for documentation purposes.   Kind Regards LPP/Inc. 

  Customer response

  07/15/2024

  I understand that there are some surface cracks, but the one in the corner I can run my finger nail over it & my nail tip will go into the crack.  That is more then a surface crack.  We purchased the Laytham pool because of the warranty.  We are 65 yr old retired couple that is the only ones that swim in our pool so there is no miss use on our part.  When we talked to the sales person (***** *** at ******** **** in Vienna, WV) & showed him the pictures he even said he would be consired with that crack!   Also my question to the pool company would also be so if this crack gets worse then what?  Will they do something then?  This is not exceptable.  Attached pictures C & D shows the crack the other picture I agree with as surface crack  Which I don't think that should be going on for only 4 yrs old  

  Business response

  07/23/2024

  Thank you for the opportunity to respond, As we stated previously this is not a picture of a structural crack. If this was a structural crack, fiber glass material would be visible. The issue presented in the pictures is only on the surface. Your claim number ***** has been updated noting this BBB case. In the future if you have any additional issues with this area of a structural nature you can send in updated pictures for revaluation.    Kind Regards LPP/Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** Pools LLC represents Latham Pools in Panama City, FL and nearby areas to replace pool liners. I received a quote from ********** in January 2024 and paid them 50% of the projected total in cash. I paid the remainder also in cash in March 2024. I have uploafed images of both receipts and of the problems with the liner and steps. ********** Pools LLC replaced my vinyl liner this year in March 2024. Two weeks later I saw the liner pulling away from the coping. When I called ********** Pools LLC about this I never received a response. Now just 2 months later there are also air pockets between the liner and the concrete underneath, and the "caulking" they used between the liner and the steps (also a Latham product) has completely come away and floats freely in the pool. I have contacted ********** Pools LLC numerous times by phone and text, and have included several photos, but I have not received a response. Latham Pools allows ********** Pools LLC to represent and install their products, Therefore, Latham Pools is also at fault. I want the liner and ateps installed correctly. [ Add photos

  Business response

  06/06/2024

  Thank you for the opportunity to respond,  Latham is a manufacture of pool products which are sold to dealers in various locations. Dealers are independently owned and operated companies and are not affiliated with Latham past the purchasing process. Latham's warranties cover manufacturing defects in the products we produce.  Any installation issues or refund requests for installation issues should be submitted directly to the installing dealer and handled based on their contract guidelines and guarantees.  Kind RegardsLPP/Inc. 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reference #********** I purchased a fiberglass pool from ****** pool, now Latham pools in 2019. 4 years later the blue epoxy color has almost completely faded out to an ugly white fiberglass. On January 6th,2024 I filed a claim with Latham warranty department and attached several pictures of the epoxy problem. Without sending a professional out to physically inspect the problem they decided by viewing the pictures the problem was not covered under warranty yet they offered to pay a measly 20% of the $14,300 cost to fix my problem. Latham does not contact the buyer directly they send all the information from the claim and their answer to the installer. My installer was aware of my problem. I had contacted him before I first reached out to Latham warranty office for his advice. As directed by *****, Lathams installer. He said I should have no problems having the pool resurfaced/ fixed under the warranty claim. When ***** recieved Lathams answer he was very upset with their decision, just as much as I am! The pool being so new we feel there was an issue when the epoxy was applied to the pool. I would expect Latham to offer a 100% correction on the fix. At this point I would not recommend Latham pools to anyone simply because of their warranty process. Latham offering to pay 80% wouldn't have been such a big slap in the face for the fix as the 20% on their part was. To say we're disappointed in Latham and our ugly white Latham pool is an understatement.

  Business response

  02/07/2024

  Thank you for the opportunity to respond. As the manufacturer Latham warrants that our fiber glass pools will be structurally sound and hold water. The documentation provided by this customer does not indicate a structural issue or loss of water. Per the Latham warranty (copies are available on our website at Lathmpool.com) under the Limitations and Exclusions (Section I) it states, Manufacturer does not warrant against, and the warranty does not cover, Fading, staining, discoloration, cracking or in any manner changing appearance or texture of the surface finish other than osmotic blistering.  Regardless of this exclusion Latham has offered to assist with a portion of the recommended refinishing and has offered to set up the repair for them with an approved vendor. This offer is still available with the customer wishes to move forward with scheduling.  Kind Regards LPP/Inc.  

  Customer response

  02/12/2024

     A pool that is only 3 years old and the epoxy on the fiberglass is almost completely gone is unacceptable for anyone from any company. Latham offered to cover 20% of a $14,300 fix. Again that's a slap to the face. Lathams installer agrees they should be accountable to fix it at 100% of the cost. When I spoke to the warranty department I could hear joy in their responses that they were refusing to do more.  Buyers need to be aware of this company. I should have went with a local pool company. 

  Business response

  02/14/2024

  Thank you for the opportunity to respond. As stated, previously.  Latham warrants that our fiber glass pools will be structurally sound and hold water. The documentation provided by this customer does not indicate a structural issue or loss of water. Latham can't control the environmental conditions our products are subject to after leaving our facility.  Many outside factors can contribute to the issues the customer is seeing in their pool shell, which are out of Latham's control. Latham has made an offer to assist monetarily with the required repairs of this shell regardless of the non-warrantable nature and have also offered to contact an approved vendor to set up the repair.  Both are still available if the homeowner wishes to accept and move forward with scheduling.  Kind Regards LPP/Inc. 

  Customer response

  02/15/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   Regards,  ***** *******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we purchased a fiberglass pool from Latham pools and used one of their certified installers from their distributor (********** ***** ********** *****). We were out of town and got a call from our kids stating something is wrong with the pool it's come out of the ground. they sent pics and to our amazement, the pool was lifted out of the ground. When we returned home later that day, we did in fact find our pool lifted 6 inches out of the ground on one side. The pool was completely full of water when we left and was now down about 8 inches. we then notified Latham Pools and advised them of what happened, and then they sent us on a scavenger hunt to locate the serial number on the pool, which is located on the steps, and upon investigation while searching for the serial number we found a huge crack at the shallow end of our pool on the bottom. After reading other BBB complaints this must be a known issue for Latham as I saw more than 1 complaint in regard to this issue. Latham basically has told me the same thing about not their responsibility and not covered under their warranty, blah blah blah. However, with as many issues as I see in the complaints just with the BBB, this might need to be a class action lawsuit against them. Yes, I have a complaint Id number from Latham ******* **********, incident number *************) and have been dealing with Rana, who advised me that there are 5 people in this office, and they all handle the complaints. At the end of the day, it looks like they are being fraudulent with Deceptive Trade Practices of a known structural issue happening in the shallow ends of their pools and causing a severe crack that causes water to leak underneath the pool and then cause further damage that they are not being held accountable for. I was told it was going to cost over 30k to repair the issue and that's not even to 100%. Latham Pools needs to be held accountable for a known issue, as I am not the only one who has filed about this.

  Business response

  01/31/2024

  Thank you for opportunity to respond,  After reviewing the claim, we do have documented correspondence with this homeowner.  The pictures received indicate this pool has floated out of the ground due to excessive hydrostatic ground pressure. A hydrostatic event happens when the water pressure from under the pool is greater than the pressure in the pool resulting in the pool being pushed upwards. This is a non-warrantable issue as Latham pool products cannot control the environment our pools are placed in once installed. We suggest this homeowner follow up with a local dealer/installer to assess this unfortunate phenomenon and take measures to avoid further hydrostatic pressure issues in the future.   Kind Regards LPP/Inc.   

  Customer response

  02/02/2024

  Basically they are saying water got under pool.  They are correct, however water got under the pool due to a workmanship or faulty pool shell.  I have a French drain around pool that continually keeps water out from around the pool shell, however if thier pool shell has a Crack then obviously more water from pool will be getting underneath the pool causing catastrophic damage.  They have a warranty on thier pool which covers the shell.  However knowing now that they are gonna blame you for their faulty workmanship, because they can merely say the soils or whatever in which their certified installer installed the pool are allowing ground water to get underneath the pool.  If in fact, that is true then they should be installing a barrier around and underneath the pool to prevent this, instead of merely a sump pump.  If you read more than the 1 complaint on them from other customers, this sounds like it is a common occurrence and we all probably need to get together and file a class action against them.  I also have been in contact with repair companies that fix these all the time and 17 crews across the US, because this is a common problem, that Latham either refuses to address, or they just don't care because they can blame anything other than themselves and refuse warranty.   Bad business in my book!!!  Not being in this industry, I guess I should've asked more questions about a protective barrier, or some sort of anchoring to prevent this, because Latham certainly isn't doing anything to stop or prevent this when thier structures fail.    Again look at all the complaints on BBB and the internet, and you will find this company has a bad reputation, and it's growing every month.   Unfortunate, because it seems like an easy remedy to prevent further instances, and a fraction of what pool cost to fix all of ours who have had issues.  

  Business response

  02/07/2024

  Thank you for the opportunity to respond. As was stated in our previous response Latham does not have control over the situations or circumstances our product is subject to after it leaves our facilities.  Per our records this shell was originally sent to the dealer’s address in 2016, inspected by the dealer, and unloaded with no issues reported within the contractual 7-day period. In turn the shell would have to have been transported to the homeowner’s yard for installation. Meaning the shell was lifted and loaded onto a truck for transpiration to homeowners’ yard. Both above circumstances actions being out of Latham’s control.    Additionally, per the homeowner in the notes section of claim ********** that was submitted on 12/12/2023 “7 years after issue began” (“I have from day 1 notified the pool company (**** ****** ***** ** *****), that my pool continues to lose water, so much that we constantly just leave a water hose in it to keep it full all the time.) Per Latham’s written warranty for ****** ***** produced from 2015-2016 (copies available on lathampool.com) this claim was denied for the following reasons: Section 2, C: Manufacturer is notified in writing within seven (7) days of discovery of a condition potentially covered by the Warranty. Such notification must be sent via registered mail to the address listed on this Warranty. Failure to provide such notice shall constitute a waiver of any obligation of Manufacturer to perform under this Warranty. Section 8.B: Keep run off water away from pool areas to reduce hydrostatic (ground water) pressure. Manufacturer will not be held responsible for unforeseen problems or circumstances that arise from inadequate site drainage. Lastly, please note Latham dealers and builders are independently owned and operated.  Kind Regards LPP/Inc.

  Customer response

  02/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  It looks like everyone is just gonna keep pointing fingers at each other.  Regards,  ***** ******

  Business response

  02/13/2024

  Thank you for the opportunity to respond,  As stated previously; the pictures received indicate this pool has floated out of the ground due to excessive hydrostatic ground pressure. A hydrostatic event happens when the water pressure from under the pool is greater than the pressure in the pool resulting in the pool being pushed upwards. This is a non-warrantable issue as Latham pool products cannot control the environment our pools are placed in once installed. We suggest this homeowner follow up with a local dealer/installer to assess this unfortunate phenomenon and take measures to avoid further hydrostatic pressure issues in the future.   Kind Regards LPP/Inc.

  Customer response

  02/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  this is a great way for large company to get out of any responsibility, however the water that got under the pool is from the defective workmanship in the shallow end causing a huge crack which allowed all the water in the pool to escape and go under the pool.  they're saying magically after 6 years of being installed water magically got under the pool without once accepting that the pool cracked due to poor workmanship to take responsibility.  Well let me wave that magic wand so I can get out some responsibilities I have, lol.  look at all your complaints and lawsuits that have been filed for the exact same thing as mine.  A crack developed in the structure of the pool causing a catastrophic leak in which it did extensive damage and that is why the pool floated...Great to have God as an excuse for faulty workmanship.  Good thing is he will eventually judge you, and your lies!!!!  Again, a class action lawsuit should be brought against this company for their complete failure to honor their  workmanship warranty.  Glad you have a warranty that you will never honor.  Regards,  ***** ******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your company's limited lifetime warranty at the time of purchase demonstrated to us that you stand behind your products, and therefore, was a factor in our choosing a Latham pool. 2020 • August 5, 2020. We took delivery of our new Latham fiberglass pool. • August 7, 2020. Installation began. • September 10, 2020, 36 days after delivery, we noticed a portion of the step was beginning to chip off. We sent pictures to our pool contractor, ******* Pools, to begin the warranty process. • September 14, 2020. Our pool contractor confirmed the warranty process had begun. • Months went by as the damaged area expanded, resulting in significant damage. Despite multiple inquiries from our pool contractor to Latham, no progress was made. 2022 • September 2022. We filed an additional warranty claim. • October 5, 2022. More than TWO years later, we received an email the warranty claim was approved. Reference Number: ********** • With the approval we were told to take care of reinforcing, draining, and refilling the pool ourselves, but repairs will be addressed. It is frustrating to incur these expenses after having the pool for less than 45 days before we noticed the issue. 2023 • March 23, 2023. We received a message from Latham that our claim had been placed with one of the approved vendors and would be contacted to schedule the repair. • June 12, 2023. We contacted Latham support inquiring when the repairs would be scheduled. No response. • August 15, 2023. We sent an email to Mr. Rajeski, CEO and numerous other contacts asking for an update. • August 21, 2023. We received an email from Catherine at Latham support with the following message; “We have you set up with our vendor and we will reach out as soon as our vendor is in your area”. 2024 We are still waiting. This prolonged wait and unexpected financial burden are far from the customer service we expected. Hoping for a timelier and customer-friendly resolution.

  Business response

  01/16/2024

  Hello and thank you for the opportunity to respond.We have reviewed the claim noted in the complaint above and have placed the customer on our schedule tentatively for Tuesday 6/25/24. We chose this date based upon the historic weather patterns in the zip code where the pool is located per the claim information. We ask that when available that the customer send us current pictures of the affected areas of the pool so we can update our files of any changes over time. Please send these pictures directly to the warranty department using email address **************************Please note: this date is contingent upon favorable weather conditions at the time of repair. Someone from the warranty department will reach out to the customer approximately 1 week prior to repair to confirm if conditions are within proper ranges or reschedule if needed. Favorable weather conditions are defined as outside temps at 60 degrees or higher with little to no rain a week prior to repair. If the customer has any questions on this process, we ask that she reach out to the warranty department directly at ************************** or by phone using ###-###-#### and follow the prompts for the fiber glass warranty queue. Kind RegardsLPP/Inc.   

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool liner to be installed from the ***** pool, pros; address, *** ***** * * **** ***** ***** *********** ****** Phone number ************. The representative agent name was Sean. The Latham pool products warranty,Inc.Latham, states that it’s a 20 year warranty with 5 years full and 15 years prorated with the purchase. In approximately April 2023, I noticed that there were tears in the pool line so I inquired first by calling ***** **** ****, and I was told that it was the sun rays that caused the lighter to start tearing I kept the cover over the pool for all of winter for two years and we’ve had previous liners that have lasted 8 to 10 years before starting to tear. after I started patching the tears, I noticed that multiple tears started showing increasingly through the month of May June, and July. I contacted Latham pool products and company and received no call back or further actions with regards to the situation with the liner. we me and my wife decided that keep passing. It would be futile, so we call ***** pool pros, before suite looked around to see if there was anyone else that would install or another company and we found that ***** **** **** was the nearest to us to purchase and install. Representative Sean, assisted us, and reducing the price from the original price to a price of $5,650.00, we were sitting at the counter offer, because we thought we would get much lower price than,to replace with the new liner in our pool. we went ahead and started the process by putting down half the cost and then upon completion the other half plus deposit. we’d like to thank Better Business Bureau for pursuing this and hope that something can come of it.. Thank you sincerely ******* *****

  Business response

  11/01/2023

  Thank you for contacting LPP,  Inc. and also for giving us the opportunity to reply. We would like to take time and understand your complaint but before doing so could you please supply us with a Latham serial# for validation purposes and to authenticate our product.  Additionally , pictures of the said liner would also be required for disposition purposes. Kind regards,  LPP, Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩