ComplaintsforPool & Spa Depot

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my pool 5/28/2022. I paid in full (27,000) and was given a time frame of around 5 weeks. It is 8/6, and I have yet to get my pool done. After doing research on the TN board of Contractors website, I learned that they are supposed to be obtaining the permit and they are deceiving the customer by having them sign a contract agreeing to obtain the permit. By doing this, they are limiting their liability. My installation has been rescheduled x7. My initial installation date, the crew didn't arrive until 3:00 and it had started raining, one other time it was raining. Every other time they were either working on someone else's pool or couldn't "get concrete". The owner has been contacted and instead of apologizing, he provides every excuse in the book. I currently have a hole in my backyard and a shovel propping up the stairs. They took my money, I want my my pool instead of excuses.

  

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/08/08) */ ******, we are sorry that your project took a little longer than what was quoted by our team. The end of May is our busiest time of the year and lead times can go from 4-5 weeks to 9-10 weeks over a weekend's worth of business. Lead times are also subject to change based on things that are out of our control, like the rain you mention that can, and **** cause delays. As far as the permit status, for your type of pool it is the customer's responsibility to obtain as outlined in your contract and explained in detail during the sales process. Our crews do multiple jobs per day to keep up with demand, so arriving at a job site in the afternoon is very common for our crews as they build 2 or 3 pools in a day. I do show that your pool was built on Sunday, 8.7.22, again sorry it took a little longer than expected, we hope you enjoy your new pool for many years to come! Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pool was built, but plumbing has not been installed. Again, my project is incomplete. Business Response /* (4000, 9, 2022/08/10) */ You are 100% correct. The reason your pool is NOT yet plumbed is because there were underground lines that were found in the way that need to be moved before we can trench for the return lines. Per your contract these lines are the customer's responsibility. You are on the schedule for TODAY, please validate that your lines have been relocated so we can finish the work we are contracted to do. Consumer Response /* (3000, 14, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are correct, the irrigation lines weren't marked because I thought that 811 number covered all lines (I'm not a contractor). I did speak with M****** and physically showed him where the lines were during our initial "on site" meeting on 7/25/22 when we were discussing pool location and etc. We'd initially agreed that I'd be responsible for "hand trenching" the small area from my irrigation lines to the pump. I guess he'd forgotten due to the amount of time between that discussion and the actual installation(although the irrigation was installed last year at the end of October and the raised line of dirt was visible. Clearly, there is a break in communication between the writer & the employee responsible for the manual labor. I sent M****** a screenshot of the text from my irrigation contractor on 8/8 explaining that the electrical lines would be capped off and the pipes left exposed, so that once everything was in place for the pool, the irrigation company would re-wire, re-pipe according to the placement of the pool plumbing. M****** agreed and scheduled it to be finished on 8/10.Also, when they were "found", they were dug up out of the ground and broken, so there was no need for me to confirm that they were relocated bc you all did that part. I DID text M****** on 8/8 and informed him that the electricity would be capped off and after the pool plumbing was complete, the irrigation contractor would re-wire/re-pipe my system. (I have all of the text messages). I was scheduled to have the plumbing completed on 8/10, but it was raining so it was rescheduled to today. The crew came out today to complete the job "that they were contracted to do", spending less than an hour at my house. The plumbing from the pool to the pump wasn't covered with dirt, there's a large circle in the tubing where it hasn't been placed properly that **** ultimately end up kinking up like a hose pipe if not positioned properly AND my pool alarm wasn't installed bc I never got one. He did inform my husband that he would have to "get us one", but did not respond back to my text message asking him about it. The pool alarm was listed on the contract as part of my package and is required to pass *** final inspection of the pool as required by the city of Murfreesboro and explained when permit application is submitted. Also, my husband questioned M****** about an area on the paperwork that he wanted my husband to sign agreeing that he was informed about filling the pool. He told my husband to sign it and he'd show him how to "backwash and fill it" before he left my house. My husband went inside to do something quickly and when he returned they were gone. My husband text M****** asking him about it and he never responded. I want the job to be completed and it is not. Business Response /* (4000, 16, 2022/08/15) */ ******- Glad we were able to complete the job so quickly today. I see that there are three open items from your comments: 1) Pool alarm missingThis **** be delivered to you ASAP, please note on line 12 of your contract under "Customer Responsibilities" it is the home owner's responsibility to install the alarm and other safety devices. 2) Loop in the plumingYour husband stated that he was going to "move the plumbing pad" so our builder left some extra plumbing, this plumbing **** NOT kink. Please let us know if you would like us to come out and shorten the plumbing, but know if you move the pad, you might need more plumbing and fittings. 3) Plumbing from pool not covered with dirtPlease note in the "Not included with pool" section of your contract, we do not Grade, Backfill or Landscape. Please let us know on the plumbing and we **** schedule asap. Consumer Response /* (2000, 24, 2022/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally done

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have purchase a pool from pool and spa. It was 4 weeks late on the install then when I f fill the pool with water the liner has a leak . So when I call to have them come fix the liner they charge me a 135$ service call for something that they did.

  

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/07/29) */ *******- We are sorry that your pool has started leaking. It looks like you purchased the pool on 5.14.22 and it was built on 6.25, 6 weeks later when quoted 4 weeks depending on rain and other factors. The $135 fee is 100% refundable and **** be refunded if it is determined that the leak is a warranty item or something in our workmanship. Consumer Response /* (2000, 7, 2022/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an above ground pool April end of month from pool and spa depot. Cookeville Tn location. They came to install on June 8th, 2022. We paid $3,000 down and financed the rest. With 9 days of installation we have grass growing through the liner. I called on June 24, the location we purchased it at, and was told not their problem, I would have to now drain pool and pay for them to come patch bottom of liner and the cost of chemicals to kill said grass. I have reached out to District manager to no avail and the owner as well, to which no one from management has replied. I am disgusted and frustrated.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/27) */ Mrs. ******, It has been identified that you have what is called Nutgrass under your liner. This grass **** grow through the liner and it is NOT under any type of warranty. This is explained during the time of sale and is also noted on your signed contract. While the manager was on the phone with you on the 24th, he told you that the District Manager was with him as he explained the issues and offered you a discount and as much help as we could provide you. Our offer still stands to help you with the repair, however the nutgrass **** need to be dealt with or this issue **** continue.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from Pool and Spa ***** in April 2019. It has been 2 1/2 years and we cannot get the company to finish the job. We have endured 2 -1/2 years of calling, arguing, taking time off for no-show appointments, and shoddy workmanship. We have put up with large pieces of concrete left around the yard, a torn apart fence, and numerous lies about the status of our project and expected arrival times. In Feb, 2020, we reported serious cracking issues due to the contractor not reinforcing it correctly. (He himself admitted and told me it would cost me about $3,000 to fix.) Pool and Spa ***** ultimately agreed to pay for it after fighting for 19 months. The contractor that was assigned "to take care of this woman" (his words) was constantly making excuses, not showing up and making empty promises. The new concrete was poured September 2021 and is a different color than the original. His excuse was that the first batch of concrete was not mixed right. To make up for the problem, he agreed to coat the concrete with Deck ****, a painted-on coating that **** uniform the color and cool it to the touch. He even had me send him paint swatches of what color that I wanted. I again contacted the owner of the Clarksville Pool and Spa ***** to complain that things are not getting accomplished and the contractor is not showing up when scheduled. He informed me that the contractor no longer worked there and that he would see it to it that project was finished. I contacted him May 5th and he asked me to send him the info for the **** Deck. I sent it that day along with photos of a crack in the new concrete that is rather large. I contacted him again May 17th for an update; he said that he didn't know what the "stuff" was and he was working on it. At that time, I sent him links to both ****** and **** ***** in our area that carry it. No response as of today. At this point, I just want the project finished. I would like for the **** Deck to be to be applied and be done.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/27) */ We are truly sorry for the frustration you have experienced throughout the building of your pool. While we acknowledge there were defects in the original pouring of your deck, we have taken measures to ensure the problem was corrected. The color variation in the concrete is due to the difference in aging considering one portion of the deck was poured at one time and the corrected portion was poured at a later date. Over time the color of the deck **** more than likely blend given the nature of concrete. The suggestion by a former employee to apply Deck **** is something we do not do and is a product with which we are unfamiliar. Certainly, we do not want to venture into an area where the end result would not be satisfactory. We have suggested applying a colored concrete sealant that would assist in blending the two areas. Our goal is to ensure an aesthetically pleasing and functional pool. Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response that was provided is unsatisfactory and inaccurate. At no time has anyone offered a colored concrete sealant to help with this issue. Also, the Pool and Spa ***** in Brentwood (where we contracted the pool initially) offered us the **** Deck option. At that time, it was not in our budget. I called the Brentwood store last week to ask about it and was told by a salesman that it is offered through an outside vendor. Therefore, stating that you are unfamiliar with the product is untrue. The contractor that poured the concrete admitted that that it wasn't mixed correctly, that it was poured "hot" and that is why the concrete is so ugly looking with grey splotches. He stated at that time that the new concrete **** not match. The "former employee" that was assigned to take care of these issues agreed that this was the case, and that is why he agreed to the Pool Deck covering - that and the fact that the project took over 2 years to complete because of his surgeries, COVID, personal issues, misplaced calendar appointments, workers not showing up, losing fencing pieces... the list goes on and on. Considering the fact that the original concrete was inadequate, the new concrete has a corner cracked off *, the new concrete adversely affects the way the skimmer cover fits now and that the gate no longer closes correctly (twisted when re-installed), I feel that the promises of your contractors need to be honored. I am not asking for the concrete or fence to be repaired, I simply want what was promised to me for my frustration and time. (*) When I reported the concrete corner crack INSIDE the fence, the response that I received from the owner's son was "someone must have driven a truck over it." This piece of concrete is just at 6 months old and is clearly not in any area where a vehicle could access it. Business Response /* (4000, 9, 2022/06/30) */ Pool and spa ***** removed the portion of the deck that presented imperfections and replaced it with newly poured concrete. In doing so, we have made every effort to rectify the root cause of concern. The contract signed 7/19/2019 specified a 4'wide band around the entire pool with a broom finish. This is what has been provided. We have offered a colored sealer as an option to blend the color variation which has been rejected. It is unfortunate we cannot come to a mutual understanding of the situation, however, at this point Pool and Spa ***** is considering this matter closed.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an in-ground pool installed by Pool and Spa Depot 8/2020. Many of the parts are covered under warranty for 3 years. My salt cell stopped working, which creates the chlorine for the pool. I contacted them 5 weeks ago and they told me the part was under warranty and to send a photo, results of a water chemistry analysis by my weekly pool guy, and a short video showing the cell not producing salt. I did, and the customer service rep. said they would send that to the manufacturer and then they would come and replace it, but I had to pay 130$ service visit that day before they could submit to manufacturer. I challenged that and he said then he was unable to schedule the replacement but would work with the manufacturer. I didn't hear from them so I called back and he said they were still waiting for manufacturer to approve. Then I got a call that I needed to bring in a water sample, which I did the following week (I was in CA the week he called). I called several days later and was told again they were waiting for manufacturer. Then a week later two guys showed up at my house and was getting water out of pool when I saw them - unannounced or approved. Two days later they called and said manufacturer declined due to water chemistry being off (which is what happens when salt cell doesn't work). They said they could come out and do a diagnostics but I would have to buy a replacement (even though still under warranty). Their team came out and said yes the part was faulty and replaced it. Then I asked Pool and Spa Depot to provide me with manufacturer denial documentation and they said they didn't have any and I needed to pay 548$ (on top of 130$ service visit) since they replaced part or they would turn me over to Collections. I talked to Sales Rep and the manager who have both told me different stories about why warranty was denied (1 said they do not know why, manager said due to water chemistry). They were rude, changed their story multiple times. I can provide email

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/27) */ The manufacturer requires that customers provide a history of water care and chemistry as properly balanced water directly effects the performance of a salt cell. A salt cell has a shelf life, so the warranty and any replacement of the product is "pro-rated" we are happy to help here, just know that the cost of the warranty replacement **** be pro-rated based on time frames of the product. Consumer Response /* (3000, 7, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business never required any history of my water chemistry until after I complained when they told me the warranty was denied. Their initial requirement was a video, photo, summary of issue, and personal information. Then they asked for a water sample, then they did a 2nd water sample. Then they told me it was denied but couldn't tell me why. Then the manager said you never brought in a water sample. I said I did plus you took one. Then, he said you never brought one here prior to issue for us to check. I said no one ever said I had to test my water regularly at your store - I pay a pool service weekly who maintains the water. Also, the part does have a shelf-life - usually 3-4 years. Mine was less than 2. I spoke to my pool service plus another company who said water chemistry can be different at every location based on calibration of system, etc. Afterward, when I asked Pool and Spa to provide documentation from manufacturer, they stated they didn't have any nor did they have a contact for the manufacturer (other than their web site). When I asked for Pool and Spa's warranty coordinator, I was told they could not share that information nor could they provide any documentation for why warranty was denied. Their crew took my old salt cell so I cannot provide it to show that there were issues. However, Pool and Spa's service person said it was defective adn that one entire plate was gone which shouldn't have happened in that amount of time. Their reasoning has continued to change each time. They have been very rude, threatened to turn me over to collections, etc. without serving as an advocate and working with me. Below is the email they provided when I questioned why it was denied: On Jun 16, 2022, at 9:51 AM, ****** ****** <*************@poolandspadepot.com> wrote: Morning, We do not have the reason it was declined by the manufacturer warranty, we do not have that information. We are an advocate for the manufacturer warranty so we have to do what they decide to do. We showed up for a water test so we could get another one for the manufacturer warranty. So I sent you the invoice, we **** be waiting on the check since the part is already installed. If we don't receive one you **** be sent to collections. Hope you have a great day!!! Thanks ****** ****** As you can see from the above e-mail, no mention of due to water quality or requirements of historical chemistry records. Mr. ****** continued to refuse to provide rationale or any assistance throughout our interactions. Business Response /* (4000, 9, 2022/06/30) */ Pool and Spa Depot with cover the cost of the replacement salt cell. Please be advised in the future that water chemistry plays a crucial role in the maintenance and lifetime of your pool and equipment. We are happy to test your water on a regular basis at any of our retail locations at no expense to you. Consumer Response /* (2000, 11, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response; however, they have a typo in it that is confusing. I assume they mean they "****" cover 100% of the $548 invoice (their response states "with" cover). If that is correct, then I am satisfied with closing this out. **** Pool and Spa send me an e-mail showing that I have a $0 balance on this open invoice?

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: Liner Installation In 2020, Pool & Spa Depot improperly installed our in-ground pool liner. Immediately after installation I contacted your company, but my calls were not immediately returned. I continued to call for resolution and someone finally came to my home to inspect the pool liner. They admitted the liner installation was not done correctly but instead of re-installing the liner as requested, they patched it. Since patching the liner is only a bandage to the problem not a resolution, I have called multiple times to re-patch the liner. We are in 2022 and again as expected, the liner needs a patch due to the initial improper installation. I left a voice mail with Pool & Spa Depot on 5/23/22 and have since then called multiple times but I have not received a call back. I also emailed the President (***** *************** - *******@gmail.com) of the company on 5/26/22 and have not received a response via email or phone call. This is the same type of poor customer service I experienced from this company in the past. To resolve the problem, I would appreciate if Pool & Spa Depot would install the liner correctly instead of patching it. Regards, ****** ****

  

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/14) */ In researching your case it is evident there was not an improper installation. The liner was installed 5/10/2019. Pool and Spa Depot winterized your pool on 10/12/2019, however, it was opened the following spring by a third party. A service call was placed and a tech was dispatched on 6/9/2020 at which time a leak in the liner was discovered. The leak was patched on 6/10/2020. There was no response after that until 9/22/2020 when a service tech was dispatched to repair the same leak. Both service calls were performed free of charge. Since the liner performed without failure for thirteen months it stands to reason the installation was successful. Because a third party was engaged to open the pool in the spring of 2020 and with standard pool usage as a consideration, it is impossible to determine what caused the leak. The pool has presumably held water and been operational as the next time Pool and Spa Depot was contacted was 5/23/2022. We sincerely apologize for the difficulty in contacting service during this time of year. Please understand the volume of service calls at this time is substantial. We are happy to address any issues you may have regarding your pool. However, the root cause of the issue is not due to improper liner installation. Attached is a copy of the original service ticket for your review.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fast forward the jacuzzi arrived, broken too, filthy as if it had been sitting outside, the bottom was even brown. We were reassured as others do, free chemicals as if this was the answer. We called every two weeks because the concrete was wet, the cover they brought wasn't even for our jacuzzi, now as the water was always there we still believe it's from the top that was to small, our unit went out, I want to cry, called every week given a new story blaming jacuzzi, but on marketplace **** was selling the same unit, with the new tops, of course we called upset, each month we called, more excuses as our jacuzzi needed to be cleaned all the time, a broken sensor they finally fixed that we had to drain and winterize it because the unit would bust. They meaning spa depot told us how to do it, more promise of chemicals but did not come out to winterize so we did not loose thousands of dollars. 6 months later we get the top, thinking yippee the wet concrete gone, new top, we were finally done fighting this company. Sad enough they said their workers get free lunch if we posted a good review. It's the only thing positive was the workers. Oct it will be a year, Haven't be able to use a big name but junk they sold us, delivered dirty, more chemicals, you think a chronically I'll Veteran who needs this, we would not have to beg, cry, blow up their phone, and angry. From day one this has leaked, we trusted, even when last week they had to see it when they finally put a new top on. All we want is a new unit, to be replaced, not the free chemicals, sick of excuses, us calling them over and over, as if we are a joke, put us on hold, hang up on us. Alll we wanted was the nice new Jacuzzi that works!! We do not trust them, Hopefully they will do the right thing, knowing they sold us something sitting outside to our home! Also to pay to re-connect to the the replacement! No chemicals, sick of this lame fix!!

  

  Business response

  06/03/2022

  Business Response /* (1000, 8, 2022/06/03) */ Sorry for the delays in getting a new cover for your Jacuzzi hot tub that was purchased last year. There are several products that are very slow to Market, Hot Tub covers are one of those items that have VERY long lead times, but are out of our control. I show that we ordered your cover on 10.7.21 and it arrived on 5.20.22 and was delivered to your home that same week. We have a tech scheduled for a service call to check and see if there is a leak in the tub. With Hot Tubs, leaks are very common and we repair leaks on a daily basis on tubs that are from a day old to ones that are several years old. Unfortunately we do NOT replace tubs for a leak, we simply send a spa tech out to service the unit and repair the leak. We **** have our service department follow up after the call on the 10th to verify everything has been completed and your tub is working properly, again sorry for the delays in receiving your cover and getting that delivered to you. Consumer Response /* (3000, 16, 2022/07/07) */ Not happy. They did not show up until the first of june, is why they never contacted you back. Jacuzzi is a well known name. The leak has been leaking since bought this. They offered nothing! We waited over a month!! Then expected up to drain it, the 5 th time, one we had to winterize, no top until 5 months later. This leak has been since we bought. Not a small leak, but it leaked from the other side, into the wood on the inside that causes this to be ruined, we finally just got the motor, the 3rd time of major issues. We can sell it, or do anything because of what they did. Bought it brand new not on the floor. To add it came filthy dirty, We feel what we are asking , they have tons they have in and selling is a new one, since day one problems. If it wasn't major issues waiting 5 to 6 month's for the major ones, the electric sensor burned out, should tell you! All we ask for is a simple change. If not I'm going to fight the wrongs. The economy is bad. We took a loan to use this due to being severely hurt, left disabled, this place does not care to make sure we have a jacuzzi for my rehab. Please show you give a darn and just switch us out to a new one. We barely used it. I've used it now 5 times. October **** be a year!!! We do not think we are asking much but to please exchange. A new one verses this broken down junk. I don't even care the color, just one with not all this damage!! Business Response /* (4000, 18, 2022/07/12) */ We sent a technician out 11 days ago to validate that you have a working tub with no leaks. This tub was repaired and filled up with our technician on sight and validated that there was NO leaks. Hot tub ownership does require water care and if not being used in the winter to be winterized. We test water for free in our store and the system we use, shows what chemicals need to balance to water to keep it clear. We are NOT replacing this working tub and again, consider this matter resolved and closed.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an above ground pool that included installation. The salesman was great. The pool was installed in the timeframe stated when I purchased. My issues is with the installer and Pool and Spa Depot not correcting my issue. The pool is fine and functions properly. I did not care for the installer one bit. First, the minor issue.... Boxes and trashed were stacked in the yard. This was withing the contract. I would have hoped user manuals were separated out and set aside for me, but they were not. This was part of the problem with my second issue... While the ladder was not placed in the pool and this was according to the contract, the installer did put the ladder together and put it together incorrectly. The railing broke because the installer put the screws in too low on the frame. The pool was installed late August of 2021. I took pictures to the Cookeville store of the broken piece. The pictures clearly show the ladder was put together incorrectly. They gave me the wrong pieces to replace. I returned the pieces. They stated when they got the correct pieces in stock they would replace. I never heard back. I went to the Cookeville store again on 5-20-2022. I was given the SKU numbers so I could order the parts. I probably would have been fine with this even though I find it wrong, but the parts aren't available. It has also become clear that the stairs were screwed into place by the installer. This also was done incorrectly, but it did not cause the ladder to break like it did the railing. I have attached photos from the install day as well as the photos of the broken ladder.

  

  Business response

  06/01/2022

  Consumer Response /* (450, 6, 2022/05/28) */ I was contacted by ***, the manager. He replaced the broken pieces without issue. I would be happy to pull the complaint down and I am completely satisfied with both the solution and urgency with which *** corrected this issue.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good morning, I have had absolutely nothing but issues with PSD since we purchased out pool last year. First it was parts never showed up, wrong parts were delivered when they did show up, excuse after excuse after excuse. Thats all that we have ever gotten from them. We had our pool opened on Tuesday 5/17/22 for the season. When it was opened, our Pool Maintenance Company informed us that our Pump has a big leak in it and needed to be replaced. How can a pool pump not even last 6 months? I have been non stop trying to get a hold of service to come out and replace the faulty pump. However, their phone system has been down for several days and no way to get a hold of anyone. I have left several messages for Corporate to call me back as well with no return calls. I finally get a hold of someone at the Brentwood store and she tells me "Youll just have to wait until the phones are working to get someone out there. I wont fill out a service request because itll take too long," What kind of customer service is that? Again I call back and get someone different. They then tell me we **** fill out a service request and someone **** call me back. Heres to hoping someone actually cares enough to call back. I am not holding my breath. We just want to be able to use our pool this year. If it isnt one thing its another with these guys. Just a couple months ago our neighbor had them out to drain the water that formed between the liner of her pool. The PSD crew decided to drain all that water towards our backyard, completely flooding it. I called and spoke to a lady who tells me "That was your neighbors decision. They (the crew) just do what they are told." I told her that made zero sense and spoke to my neighbor. She told me that was a lie and called PSD herself. Of course they spoke to the same person and she said she never said that and she was sorry. I told the lady I had her recorded on the phone blaming my neighbor and her answer was "Good!" GET IT TOGETHER PEOPLE!

  

  Business response

  06/13/2022

  Business Response /* (1000, 8, 2022/06/06) */ We are sorry that you were having issues with your pump. I see that the pump has been approved to be replaced under warranty at no cost to you. Very sorry for the delay in being able to get this corrected more timely and the issues while calling our stores/service department! We are glad that we were able to resolve this and get you swimming for this season.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an aboveground pool from Clarksville, TN location end of July 2021. We have had multiple issues with the company. At purchase we were advised installed would be approximately 4 weeks from date of purchase, but ended up being 7wks. do to not schedule our install. On date of install, I came home to them installing the liner but hadn't cut the 2nd return hole. After confirming with the store, they pulled the liner from the wall to cut the hole and attempted to catch the shavings with duct tape. After it filled, I found a leak at one return, that took 2 trips to get fix. Days later, I noticed the ground saturation near the return location and the level was low. I spoke with **** and explained of a possible leak and the issue with the 2nd hole during install. He sent out a repair person, but was unable to locate were the leak was located. he suggested closing the pool and they would replace liner in spring, which I was fine with. April 20, 2022, while replacing liner grass was found under liner, (I believe is from sand pile setting an 3 wks collecting clippings). I was told by management it needed liner pad which I was responsible to purchase or it void the liner warranty. My wife and I were also told by repair man and Manager, **** the pool does not need to set long like this do to walls being flimsy without weight. Pad arrived 7 days later but the install took 5 more days, if after explaining the walls had started caving and the sand was eroding around the edges. Finally, upon May 2nd day of install the liner installed was not liner design as my wife had chosen. Being aware of all the issues listed above, plus having to be out the cost to refill the pool do to a leak caused from cutting return after install and being out the cost replacing chemicals, they have failed to offer any compensation for all our trouble. In addition, I made reached out to the main office by phone and email and have not received a call back or a reply.

  

  Business response

  05/10/2022

  Business Response /* (1000, 5, 2022/05/10) */ We are sorry for the issues with your pool build, but please know that we always work with consumers on fair and equitable solutions for any open items or things that we fell short of delivering. We see the following issues with the pool build called out above, and will address each one below. A three week delay in build expectations. A leak in original liner. Different Liner pattern. Cost of Water replacement. Cost of Chemicals. Cost of Pad. Issue with $600 UV System (not on issue list) 3 week delay in build- The quoted build times on our contract are contingent on weather, increase in demand, inventory levels. In a very high demand 2021 year, a 3 week delay is less than the average delays company and industry wide. Leak in original liner- Rather than patch the liner, a NEW liner has been installed at zero cost to the homeowner. Different liner pattern- Liners have been a shortage for over 2 years and we do not promise liner patterns on above ground pools, however the quality of the liners are all the same premium liner, with the same life expectancy. Cost of water replacement- We are happy to provide a store credit for the water replacement. Cost of Chemicals- We are happy to and already offered customer chemical replacement. Cost of Pad- Unfortunately based on specific roots and grass that you have in your yard, this **** be at your expense. Additional item, The UV system that was denied by the vendor for warranty has been scheduled to be replaced at no cost to you. We have addressed all open items, and feel as though this issue should be closed. Again, sorry for any challenges that you had during your pool build, we feel as though every item has been corrected, your credit for water and chems are on your account. Consumer Response /* (2000, 7, 2022/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The delay was not due to weather, it was in fact due to them forgetting to schedule my installation. I wasn't scheduled until after I called 4 weeks after our purchase to ask when they were coming to install. Next, We were never offered replacement chemicals. Although I don't see how the UV light was not covered under a warranty when it was only 7 months old and was used only approximately 6 weeks before closing the pool. But the company has agreed to replace it at no cost and has been ordered. The motor issue has been resolved. We have received free startup chemicals and the store credit.

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