Complaints

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool from SWIM *** in October of 2019 and have ongoing issues with the pool being able to hold water from the day the pool was filled with water. We have basically only been able to utilize the pool for one full year without the pool losing water. We paid $70k to have a pool built that was poorly done and items that we paid for were removed at the recommendation of the vendor to fix the leaks instead of ripping up the pool. Here we are again with the pool losing water this summer. We get no return calls or response from phone messages from them and basically have been told they are done and it is not their issue. I am at the point of hiring an attorney to recoup money that we paid to have a huge hole dug in our back yard that cannot hold water and we do not reap the benefits from. This has been literally four years of a nightmare of something we should be enjoying.

  Business response

  07/05/2023

  I am sorry that the ******* are having issues with their pool.  We have made multiple attempts to address any leaks as noted in the homeowners comments.  We give a 1 year workmanship warranty. We have made multiple attempts after the warranty expired at no cost to the customer. The shell has a 25 year warranty with ************ but they found no leaks in the shell. Last year we had San **** (pool manufacturer) as well as ************* come out to assess and make any necessary repairs.  After finding and addressing the issue with the light, the homeowner agreed to reimburse Swim Safe Pools for the cost of the repairs as the warranty had expired.  We also gave them a new solar cover at cost.  That invoice was for $2659.23.  Swim never received reimbursement.  We are not a service company and at this point the homeowner needs to hire a service company to do the repairs.  Unfortunately their warranties expired several years ago.  Again, we are sorry for the issues.

  Customer response

  07/05/2023

   
  Complaint: 20271788
  
  I am rejecting this response because:
  You waived the invoice due to the many issues with your workmanship. The leak that we have now is the work you did to ***** rig plugging a light fixture with a black rubber plug that has fallen out.  We will use another company, but will be securing an attorney with all documentation we have from 11/18/19 showing all the issues we have had with the installations and multiple leaks due to your poor workmanship and the email waiving the cost of the invoice you claim we owe. Very unethical company. 
  Sincerely,
  
  ******************************************

  Business response

  07/05/2023

  I am sorry we were unable to assist. Best Regards

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