Complaints

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We finished our pool project in March 2021 and we were thrilled with the look we chose. The pool remained open until the following fall when we closed it with *** ** ***** Middletown NJ, the Company that put the pool in. The following Spring 2022 *** ** ***** came to open the pool. I noticed all the leaves left in the pool were bleached white, thought that was odd. The pool seemed lighter in color. 2023 pool even lighter, I keep inquiring, *** ** ***** had no response. 2024, I sent email to Merlin with photos, the only original color liner is above the water line, rest of pool, has no design left, looks as if it is dirty. I have obviously changed pool companies, who suggested ADD on put too much chemicals. My may concern is if the liner is comprised, wearing thin, as well old and dirty looking. Please help us with this situation. Sincerely **** *****

  

  Business response

  09/30/2024

  After having our warranty department review this information, from what we can tell, this looks like chemical damage which is normally not covered under Merlin's warranty. As a courtesy, we would be willing to offer you a replacement liner at the pro-rated warranty cost. Please note that this does not include water and labor. If this works for you, we can get you the pro-rated quote and move forward with the prorated replacement liner. If you would like to provide us with your serial number or order number that way we can provide you with an accurate quote. You can email me at ******************************. Thank you. 

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a Merlin liner installed by my pool contractor in July of 2021. Pool was finished then closed for season. All winter long pool lost significant water and had to be filled almost daily. In the spring when opened multiple small tears were found in liner and patches by pool contractor. All summer long more small tears appeared resulting in more water loss. I reached out to Merlin over phone and email but have had no resolution and 1 year old pool continues to leak.

  

  Business response

  09/30/2022

  I will need some more information to look into the situation. Can you please provide me with a serial number or order number and the name of your dealer who you purchased the liner from so that we can look up the order. Also, please provide us with pictures of the tears. You can send them to ************************************* I can also provide a copy of the warranty which does not cover for tears unless it's a seam separation. If you let me know which liner you have, I can send the appropriate warranty. Please provide us with this additional information so that we can look up your order and we can proceed from there. 

  Customer response

  09/30/2022

  
  Complaint: 18149564
  
  I am rejecting this response because: I do not have serial number from liner as it was shipped to pool installer which was ************** in ************** **. I will take pictures of the holes as best as I can. The liner was Brava beach full pattern for a 16x32 rectangle pool. 
  
  
  
  Regards,
  
  ***************************

  

  Business response

  10/12/2022

  I believe we were waiting on pictures of the issue in order to move forward with a resolution. I do not believe we have received anything via email. Again, you can send them to ************************************ or attach them through this system. Thank you. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Merlin pool cover in January of 2020. It was installed and covered our pool for the remaining part of that winter and again the following winter of 2020/21. When removing cover in Spring of 21, we noticed many defects emerged along the edges of the pool cover which rested against the coping of the pool. We feel the defects were caused by the weight of ice and snow. Late last summer, I contacted the installer explaining my displeasure with the 2 year old cover, having had our original cover, a Meyco, last over 15 years. My installer, picked up the cover and it was sent to Merlin's office in the Trenton/******** ***** It took several weeks for them to look at my cover, which I understand was due to covid and employee shortages which affected every business. My installer informed me, they had looked at the cover and felt the damage was due to excessive winds and this was not covered under their warranty. I was shocked that they would not have made the necessary repairs to my pool cover. Also, I was told I would have to pay a fee for them to look at it and a transportation fee even if I decided not to have them make repairs. The repairs and fees totaled about $3000. I had called Merlin directly and tried to speak with a man named *****. I reached him after 3 tries and he explained they cannot talk to customers and that I would have to go through the supplier from whom I bought the cover. Very convenient that this company never has to deal with a customer complaint. I ordered the cover from a company who closes my pool, they ordered through Superior pools who finally places the order with Merlin. I was told I had to send an email to the first company, who would forward it to Superior and they would send it to ***** at Merlin. Their best offer was a 25% discount. By the time I got my damaged cover back, it had to be put on right away because of leaves. I took pictures of the damaged areas before the cover was put on for this winter.

  

  Business response

  03/02/2022

  Hi ******,

  Thank you for reaching out with your concerns. I am sorry that your initial experience with attempting to get your cover repaired was not successful. Please contact me directly at ************************************ when your cover is removed in the Spring. We will take it back and work out a fair deal on repairs. I will make sure that one of our supervisors works with you directly to make sure that this is taken care of. Please let me know if you have any additional questions. 

  Customer response

  03/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am somewhat concerned about what a "fair deal" will be. Also, I already paid for the cover to be shipped there and back once and would like to not have to do it again.
  
  Regards,
  
  ***************************

  Customer response

  03/04/2022

  
  Complaint: 16814401
  
   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am somewhat concerned about what a "fair deal" will be. Also, I already paid for the cover to be shipped there and back once and would like to not have to do it again.
  
  Regards,
  
  ***************************

  

  Business response

  03/04/2022

  We will not charge for shipping. Since you are in **********, we will arrange pick it up of the cover for repairs once it has been removed from your pool. 

  Customer response

  03/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩