Complaints

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a 8x40 pool from them which was shipped to ********. We thought something might have fallen in the pool because it rusted but now less than a year later and after they sent another coating to be applied at our expense the pool is significantly damaged. The wiring and the filter were also set ** in a way that makes it almost impossible to operate and clean and because the components were not set up appropriately I have needed to seek outside assistance. The pool is also going to need to be completely redone. Terrible quality workmanship. *** was very easy to reach before the pool was delivered but it is impossible to reach anyone now.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a custom container pool and it was delivered in September of 2021. Fast forward to late April of 2022 the pool lights weren't working properly and I noticed a couple of rust spots. The pool is a metal container painted with a special type of paint. I reached out to *** ****** the owner to resolve the issues. Regarding the lights he informed me that I had to reach out to the manufacturer to resolve the issue. I explained that I didn't purchase the lights, Steelwater did and they needed to resolve the issue. After numerous attempts I contacted the manufacturer myself and was told I needed the serial number and date of purchase. Because I didn't buy them I didn't have that information or couldn't find it and I had no idea when they were purchased. I was finally able to get the date of purchase from Steelwater after waiting weeks, only to find out that the warranty had run out. Regarding the rust spots, I was informed how to repair the 2-3 small spots by *** ****** with the promise of sending paint for the fix. I never received the paint and over the next 4-5 months more rust spots surfaced. I called numerous times and no one would ever return my call. I finally received an email explaining the lights were not Steelwater's problem because I purchased them and that they were sending paint to repaint the entire interior of the pool. I reached back out to ask about warranties, how to apply the paint, if they would cover the cost to apply the paint, etc. I did receive 6 gallons of paint with no explanation or instructions. I have reached out numerous times and the last time they emailed was 10/26/22. I have left numerous calls to no avail and I don't know how to resolve the issues. I would like to come to an amicable resolution but I am not sure how to do this if Steelwater will not respond to me in any way.

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