Problems with above ground pool company

[olemiss93]

I've been reading the pool forum for a long time, but this is my first post.

I bought a pool from a "well televised" pool company 3 years ago. (Will be 3 years old August 11, 2006). They did the setup and everything.

About a week ago, one of the seams seperated on my liner, and all of the water drained out of my pool. Luckily, it happened on a weekend when I was at home.

It took several phone calls and 2 trips to the pool store (1 1/2 hours away) but I did manage to get a new liner. They won't cover any labor for the install, and said that they would do it for $360.00 plus $2/mile over 40 miles travel. I'm getting someone else to do the install, so I cut out the bad seam and carried it to the store, just like they asked me to. Now there telling me that I will have to pay for the new liner, unless I send the manufacturer's tag off of the original liner. I've removed the entire liner, and there is not a tag on it. Something tells me that they knew there wasn't going to be a tag on my old liner, especially since they originally denied even selling me a pool. Is this common practice with above ground pool dealers? Is there supposed to be a tag located somewhere on the liner?

olemiss93

[matt4x4]

You have a receipt from the original purchase right?
I don't remember seeing a tag on my liner, I'd be bringing my original receipt, tell them you did what htey asked (bring in the split seam) and they can take a long walk off a short pier for anything else tehy require from you!
Since they denied that they sold you a pool, then they should not have any clue as to where you live to get payment.

[sevver]

I have also been through this with the winter covers, they tell me to bring in the torn part, but somehow I got the feeling that it would ultimately lead into something more complicated so I never did. People are crooked, that is just too sad.

[olemiss93]

Yes, I've got a copy of my receipt. However, they would not give me the liner unless I gave them my credit card info (to insure that I would return the original tag).

I just called customer service again, and told them that there was not a tag on the original liner. They said that was impossible, and they would not honor my warranty without that tag. I offered to bring the entire liner back, and she said they didn't need the liner, they needed the tag. She then told me to call back tomorrow and talk to the customer service manager. He's the one that said they didn't sell me the pool in the first place, so I don't think I'll get anywhere with him.

I suppose if they try and charge my card, I can dispute the item. I'm getting pretty steamed about the whole thing.

[sevver]

I would take the liner back there and dump it in the middle of the showroom floor and tell them to find the tag. Bring witnesses with you to if you can. Then remember to talk loudly, that always helps, reminding them that "_______" their competitor also sells liners.
You should do this when the store has some other customers in there also, whenever you get left alone, tell one of the customers your story. I am sure that things will happen quickly in your favor.

[matt4x4]

Exactly!!!

[geordie]

Yep. Return the entire liner and bring a camera with you. I doubt you will really need to talk loudly. Bring your original receipt with you and absolutely do not give them your credit card information. They don't need it and shouldn't be asking for it.

[jereece]

I had a similar problem with my liner separating at a seam. Instead of going back to the pool store where I purchased it, I went to the manufacturer. After all, my documentation said the warranty was with the manufacturer. I had a local pool leak locator come out and repair the leak. I sent the manufacturer pictures of the damaged area that was repaired, copy of the repair receipt, and a letter explaining the situation. They shipped me a new liner although I have to pay to have it installed or do it myself.

[hrsdennis]

Hi, The only company I know of that puts some itentivication on the backs of there liner is Doughboy. For them to warrenty your liner you need a section of bad seam and the section with the logo. That is found where the verticle seam meets the horizontal on the back side.

I remember one other company that had something on the back of the liner, a sticker or something. It was at the top of the verticle seam.

Hope this helps, Dennis

[Poconos]

Recently dealt with a company about a replacement liner. Wrong pattern, wrong thickness, etc. When I called to complain and got someone in authority, and said I was recording the phone call and got the OK for recording, I got part of my money back without dispute. Just a botched up mess originally. Although this was not what was desired, the end result will be OK. How many times do you get a message that they are recording for quality control or other reasons. Scenario changes when you record the conversation.
Al