A Cry For Help In Austin and some venting

[emilyfordyce]

The short version: I had a 24' round AG pool installed and they botched the job and I need someone else to fix it. Is there anybody in or around Austin, Texas who can/will do this for me? I will gladly pay someone well to have it done right. The problem is the floor. They used crummy, unscreened sand with rocks and such in it and something sharp (a nail?) poked up through my liner and now it's leaking.

The very long version (with much ranting and venting): Basically, there are two companies in Austin who sell/install AG pools. I chose the cheaper of the two. They have been in business for 20 years, have an excellent BBB rating and seemed more like a mom and pop shop. I bought the most expensive pool they sell with all the accessories. I had my own dirt guy level the spot where the pool would go, so all the pool guys would have to do is put up the pool. The install was quite an ordeal. The three guys showed up two days late. They showed up at 10:30am and weren't finished until -- are you ready? -- 3:00 in the morning! Basically, they would work for 10 minutes and rest for 20 minutes (I'm not joking). After they were (finally) finished, the install seemed fine: everything was plumb and level, no wrinkles in the liner, the floor felt nice (I paid extra for a foam bottom). But beneath that cushy foam bottom was a ticking TIME BOMB (insert dramatic music here). I had been doing alot of work on the property and had a load of cheap, unscreened sand for fill for a raised patio. The pool guys said they would use that sand. I told them not to use that sand because it was full of rocks. They said they knew what they were doing and would get all the rocks out. I once again told them that it was unscreened and they shouldn't use it. They assured me it would be fine and they had been doing this for 20 years and blah blah blah and I said "whatever" because I'm an idiot and I was already exasperated and I don't know anything about pools.

All was groovy for about 4 weeks. I found a couple of rocks underneath the liner but brushed it off. I'm not that picky, I can live with a couple of small bumps. Then a couple of weeks ago I discovered something very sharp poking up at the liner. There was no hole yet, but I could tell it was only a matter of time. I called the owner of the company who seemed quite unconcerned and told me to call the guys who installed it. I told the owner that the install had taken 16+ hours and was wondering if someone else could take a look at it. He told me that 16 hours for an install was nothing and told me to call the install guys. I called the install guy and he said he would take a look at it the next morning. He didn't show up (big surprise) and didn't call. So, I called him and he said he was sorry and busy and blah blah blah and would look at it that evening. He didn't show up (huge surprise) and when I called him his phone was out of service. I called the owner guy and he seemed genuinely annoyed with the install guy. That was somewhat encouraging. He said he would talk to the install guy and send him to my house. A week later, no phone call, no pool guy. Another phone call to the owner and a few days later I got a message from the install guy who said he would get to it at the end of the week. I called today to ask him when he would show up and his phone is out of service.

Oh, yeah . . . the pool is now leaking.

At this point, I don't care about it being fixed for free. I just want it fixed by someone who will show up. Sorry for the long post. I feel much better now . . .

[matt4x4]

OK, the pool shop should take some responsibility because they recommended this moron, first off - they should supply a BRAND NEW LINER free of charge, then, the installer should remove the sand and bring new sand - they used yours to save 100 bucks and now don't want to deal with an issue they created - unfortunately, you probably should have had them guarantee that using your sand will work "in writing".

[emilyfordyce]

Thanks for the response, Matt . . . yes, I wish I had had them put something about the sand in writing . . . and, yes, the owner of the pool store SHOULD take responsibility (he didn't just recommend these guys, he hired and scheduled them). But this whole thing is making me so angry that, for my sanity, I just need it fixed now and I really don't care if I have to pay for a new liner and the labor to replace the sand. It is pretty clear to me that convincing the owner of the pool store that he is responsible is going to take some serious time and effort and major stress and I just can't spare it right now. Also, the construction of the deck that will go around the pool is on hold until it's fixed. Very irritating.

[mbar]

emilyfordyce, this is just my suggestion, but I have been through something similar with my pool builder and concrete. Take a deep breath, and stop being agravated. When you can think about it in a way that doesn't let smoke come out of your ears then you can deal much better (I know about the smoke coming out of ears, as I get it quite often). Go see the pool contractor, and explain to him that you bought your pool from him because of his reputation. You went to him so he could be responsible for the whole job, because you don't know how to put in a pool. Therefore you expect him to follow through and get the pool fixed. It isn't up to you to have to deal with the installers - you purchased your pool from him, and he set up the installation. It will mean much more to the installers to deal with the pool contractor than you, because he is the one who will give him more business, not you. Just ask him what he would expect if he was in your position - what would he want someone to do for him, if he was the one who bought the pool If he then asks what you want -tell him you want what you paid for - a pool that is set up with a smooth bottom and doesn't leak. Be very nice, but very firm. Call him every single day until he gives you the pool you paid for. If he doesn't take your calls, go to the store. Speak to him in front of everybody in the store.

It worked for me

[webfeet]

Mbar you are right on! Then if you get no response in a few days, lodge a complaint with the BBB on both the installer and pool store.

[gwrace1]

We are in Round Rock not to far from you. We paid mileage for a very reputable AGP installer to come down from Waco/Temple. He has been installing pools for 30 years and his crew knows what they are doing. You may want to contact them for a quote. If interested please PM me and I'll provide contact info.

[emilyfordyce]

Thank you so much for the sympathy and advice. Just being able to vent on this forum and get some feedback is really helping me. gwrace1, I tried to PM you but it said your PM box is full. Please PM me with the contact info for your Waco people. Thanks.

[PoolDoc]

More than that -- the email address associated with your account (gwrace1) is now invalid. Please update it promptly.

Thanks,

Ben

[Pool_Mike]

I don't know of any one that does AG liner pools, but call TNT out in Georgtown, TX

TNT stands forr TOTAL KNOCK OUT CONSTRUCTION.

If I remember right her name was Kelly and husband name is Terry.

Both are custom IG liner pool builders, but I am sure they can take care of this for you.

I was going to go through with them, but I was already commited w/ another PB, but I have all trust in these two w/ the referals that they provided to me. Good luck and sorry to hear this happen to a fellow neighbor in the ATX.