Complaints

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son was granted a pool from make a wish due to his medical condition. We decided to throw my son a gathering for the holiday. But when we got up the morning of all the water was completely out of the pool. We didnt even have the pool for 90 days. I immediately reached out to make a wish on 9/4/2023 in the morning and was told to reach out to the pool company in which I did. But no answer and make a wish also sent an urgent email. The next business day I spoke to someone and I was told someone will come out to see what may have caused the issue. When they arrived the issue was not discovered. First they asked who put the dog in the pool. Which I thought was a joke because I have a Rottweiler which stay chained up and impossible for me to pick up to put in a pool. That was the issue at first they claim. Than it was the kids had a sharp object, and then it was the chemicals were not mixed right in which the my put in. And now looking at the holes they are talking about thats in the liner its from the ladder they assembled in which they picked out. Why get a ladder that will cause damage to the liner. They came out and patched the holes and said its not covered because its not on them and sent my son a bill for $340.00 and not to mention it cost $500 to fill water inside my pool. This was very upsetting and this is thee only thing my son find interest in and that is therapeutic for his heart. He enjoyed only about 4-5 times and now without. The whole purpose of his make a wish is to uplift him and this had been more pain than pleasure and I am not working from steeping down after my son had open heart surgery

  

  Business response

  09/14/2023

  When the customer contacted us regarding the pool loosing water we advised the customer we could send a technician out to look at it.   The customer was also advised that if the issue is not a manufacture defect there would be a charge for going out.  The customer agreed to this and also provided us with a credit card number to pay for services if it was not a manufacturing defect.  When the technician arrived he located the reason for the leak which was a hole in the liner.  This is not a manufacturing defect, it was a tear in the liner from something or someone.   The hole was patched and upon running the customers credit card it was declined.  So there is still a outstanding invoice for this customer who refuses to pay.  

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