Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a proposal from **** *******, salesperson for Best Pool Liners, provided a proposal guaranteeing a 100% wrinkle free result and bagging of the old liner for me to dispose. I contracted with Best Pool Liner to remove my old liner and replace it. The say of installation, I noticed wrinkles in the liner. I addressed this verbally with the installer the day they finished and was told the weight of the water would eliminate the wrinkles. This never happened. I called the installer repeatedly in May, but he never returned my calls. A few days after installation I called Best Pool Liner customer service. I spoke with ********, who told me it could take up to two months of warm (above 75 degree) water for the wrinkles to dissipate, but to call back at the end of the summer if they didn't. I also mentioned to ******** that the installer didn't bag up the old liner per the proposal. She responded that there was no way that would have been in the contact, as each state has it's own laws, but that she would call my installer as a favor. I never heard from the installer about either issue. Come August, I noticed not only are the wrinkles still present, but the new liner is pulling away from the walls of the pool. There is also a leak in the pool, we do not know where, but we have been losing water at a steady clip since the liner was installed. **** ******* refuses to answer my calls/texts. When I called back ******** in customer service in August she told me my contract had a second page - which I never saw or signed! - which states any issues have to be addressed in writing within two weeks of installation. ******** also told me they do not guarantee wrinkle free results. When sent her a copy of the proposal I received from **** that guaranteed exactly that, she told me the proposal isn't a legally binding contract. They refuse to answer my calls, saying they cannot help because I did not submit a written complaint within two weeks of installation.

  Business response

  09/23/2024

  We received a call from the customer in August 2024 saying she had wrinkles this liner was installed in May and we have pictures of the liner not wrinkles at all. We told her per the contract  under terms and conditions under number 6 it states the customer is to send in a certified letter within two weeks of install of the wrinkles and she did not. She also told us in August she drained the pool due to a heater leak. She did not properly fill up the pool causing the wrinkles and for us to get these out since she drained the pool would be a drain and reset for a price of $1750.00 As for the leak she needs a leak detection test per our contract as we are not leak specialists and then send the results to us. It is also pulling away due to the leak pulling the liner down. Once the leak is fixed we can come back to re snap the liner one time per the contract. She also had her lawyer contact us and we explained all this to the lawyer. this is not an install issues, this is due to the customer draining the pool, not filling up the pool after draining it and having a leak she needs to have addressed by a leak detection company, per the contract.   **************** manager

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a new liner for my pool toward the end of summer 2023. I got in touch with Best Pool Liners (BPL) in late July 2023. BPL came out a few months after (November 2023 - though they were supposed to be there to install it in AUGUST 2024) the time they initially said they would. They drained my pool and took my old liner out to install their new liner. The new liner they brought didnt fit. They went all winter without replacing my liner - and left the liner that did not fit at the bottom of my pool. In middle of May 2024, they sent a worker from ********** to finally install a different liner in late May. I paid $550 for two loads of water during this new installation and when I went out the next morning my water line was way down, I knew there was a leak. It was clearly from the installation of this new liner - the water couldnt escape from anywhere else. They sent a guy back out and sealed the light and gaudily put water weld (like a putty) around my steps. The water weld didnt work - it just slowed the leak. After this, I could never get them back out to take care of their bad work. **** (the owner) said that if I hired a leak detection company (Clarion Pools) to identify the leak and its cause, that if it was a problem with the liner that they would take care of it. The leak detector proved with die that the installation of the liner was the problem causing the leak. I provided this information to BPL and she told me they would not take care of it.It has been well over a year and my pool is still leaking and BPL will not take responsibility for their poor workmanship. I paid this business over $4000, and once they received my money they did not care about the service. I went with this company because they advertised a lifetime warranty - and the liner has NEVER worked. It even says on the warranty that they gave me (8/17/23) that BEST POOL LINERS guarantees that improper installation by our company does not void our warranty.

  Business response

  08/28/2024

  Our contract reads if there is a leak it is the customer's responsibility to get a leak detection test and send us the results. Once we have the test results if it is seam based then we either repair or replace and we reimburse up to $500 for water  and $375 for a leak test. If the leak is not due to a seam issue then it is not covered under warranty which we explained to the customer. 

  Customer response

  08/29/2024

  
  Complaint: 22109213
  
  I am rejecting this response because:
  
  They installed a liner that leaks and will not fix the problem They told me to hire a leak detection company and they would pay for it if the company proved that the liner leaked,they proved that it leaks They owe me 350 dollars for the leak detection and 550 for a water truck. 
  
  Regards,
  
  *************************

  Business response

  08/29/2024

  The leak detection test showed it was a step gasket that is leaking. Per our contract, we do not fix gaskets that are leaking, we offer to replace at time of install for a price. If the gaskets leak after the fact, that is not covered under warranty if we did not replace them. The customer would need to hire a plumber to replace or have us do it for a price but we do not reimburse for the leak test unless it is the seams and that is in the contract the customer signed. **************** manager.

  Customer response

  08/30/2024

  
  Complaint: 22109213
  
  I am rejecting this response because:
  There liars,they told me to hire a leak detection company and if they proved the pool leaked because of installation they would pay for the leak detection I have proof in text messages,Ill just sue them and its gonna coast this rip off company way more money. 
  
  
  Regards,
  
  *************************

  Business response

  08/30/2024

  The contract reads we will repair or replace if there is a defect in the seams, which there is not this is a leaking gasket. We only pay for a leak detection test and water up to $500.00 if there is a seam split. **************** Manager

  Customer response

  09/03/2024

  
  Complaint: 22109213
  
  I am rejecting this response because:
  I wanna be clear,that if they want to send me a check for 850$, ********************************************************************************* the pool because of there installation,350 for leak detection company,total 850 My son-in-law is a terrific lawyer,there choice 850 or we go to court and Ive got so much evidence its gonna get expensive for this company. Im done. 
  
  
  Regards,
  
  *************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26, 2024, a pool liner was installed on my property. After water was added, the liner showed defective areas from the install (extremely distressed and discolored on one corner, with opposite corners showing slack as though it was unevenly secured in the pool. I contacted customer service, only to be dismissed. The representative, only disclosing her name as Kimberly, told me the water from the storm damaged the liner, however I took photos prior to the rain storm last night. She contacted the installer, only disclosed to me as Kyle, who also told me the liner is fine and would not come out to take a look. The liner is distressed and its integrity is compromised after I payed over 3,000 for the job. My concerns are not being handled appropriately as a paying customer and once the liner rips in the future, I’ll be held liable for a re-install when there has been an issue from day 1. Please help!

  Business response

  09/03/2024

  The liner had come out due to storm damage and we explained the staining in the corner  must be from chemicals, as we do not use chemicals and it looks as if chlorine was used. If she sends more pictures to customer service we can see if she needs a resnap but if the liner is damaged due to storm damage she needs to contact her insurance company. Customer serivce manager 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a pool liner on May 5th. The liner was installed on June 3rd. From the first say we werw in contact with the installer (*******) because we noticed a leak. We left a number of messages with the corporate office. Spoke with the office last week (finally) after letting the pool leak, with the motor turned off (to ensure no leaking from filter), until it was below the skimmer level and level of return jets.The company told me to hire a leak detection service which I did. They just came and found a clear hole in the liner. I forwarded their image and PDF (B&L pools, ********, **) to the company and they called me to say that since it is not a problem with the seams, they don't cover it.This liner leaked from instalation and they are suggesting it is my fault.They said that they would contact the operations team on Monday because they are not in the office this week.We are in the process of selling our home, closing on the 17th of July.

  Business response

  09/03/2024

  We offered to patch the liner to be a good partner but it was not the seams or on the seams. He contacted us a few days before July 4, 2024 and we were not able to get there until the next week he refused to wait and had it done himself. There was no reason he could not wait for us as we stated we would come back, but this repair is not covered under warranty. customer service manager

  Customer response

  09/16/2024

  
  Complaint: 21878806
  
  I am rejecting this response because: I got an answer from the pool liner company but their answer is untrue. I have not had a chance to write back yet (they took months to answer).

  
  

  The company says they offered to fix it. That is true, after days of pestering themand their response being "it isn't our problem" and not even in a nice way. This is a horrible company run by horrible people.

  
  

  *****

  
  
  
  
  Regards,
  
  ***************************

  Business response

  09/16/2024

  We need to know what the fix is he's rejecting. **************** manager 

  Customer response

  09/16/2024

  
  Complaint: 21878806
  
  I am rejecting this response because:

  The response is a selection of the truth. The first time I called, the response that I recieved was rude, agressive and dismissive. I was told that, after spending over $8k to solve a leak in my liner, that the hole in the liner was not their fault and that I could not blame them because anyone could have damaged it.

  Remember, this whole problem took place while my house was ON THE MARKET and the liner company was reiterated this many times.

  I had a local company come out to inspect the hole (I had to pay for this) and they relayed to me that, while they can't know how it happened, the hole location is consistent with damage caused upon instalation (the base of the liner needs to be places deep in the corner and installers tend to kick at it, causing holes). Regardless if this was the cause or not, I did not enter my pool so it is impossible that I caused the hole.

  to this, the company told me it was still my problem since I could not prove that they made the hole. My contention is that it was never correctly installed and I paid for a functioning, installed pool liner. If not, why would I pay someone to install one.

  The customer service recieved (or complete lack of service) cause major emotional toll on an already stressful situation. The response recieved from the company was rude, dismissive and unhelpful. They were great at taking and cashing my check but that is when the service ended.

  finally, they said that they would have their installation guy come take a look. He would call me. Knowing my house was on the market and a solution was urgent, I waited for over a week and heard nothing so I hired someone else to solve the problem created by Best Pools.

  While I would love them to be punished for their unethical, inhumain treatment, I have only requested that they reimburse me for my extra expenses. If they continue to skirt their responsabilities, I will have to move forward with further action.

  
  Regards,
  
  ***************************

  Business response

  09/16/2024

  Yes our contract is very specific that we only cover seam split this was not a seam split this was a hole we do not know how it was ripped but we offered to be a good partner and come back and Patch the customer did not want to wait for us to come back and Patch but it was not our responsibility to do that as it was not a seam split that would have been covered under warranty

  Customer response

  09/17/2024

  
  Complaint: 21878806
  
  I am rejecting this response because:
  They are not respinding to any of the comments related to the 3 or 4 phone calls PRIOR to "deciding" to be a good partner.

   

  I purchased an installed, functional pool liner and it was installed with a hole in it. After instalation, I can understand warrenty issue but this was faulty instalation.
  
  
  Regards,
  
  ***************************

  Business response

  09/17/2024

  Per the contract we do not fix holes that are not on the seams.  We explained this to the customer and it was the week of 4th of July and we offered to come the next week. We confirmed this by email. The customer did not want to wait. Normally we charge $250.00 to patch a hole, and we offered to be a good partner and do it for free since he was moving. We are not responsible for this issue in any way, as he had it patched as we would have done. **************** Manager  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company had an installer put new pool liner in my pool last October. They said in the sales presentations at my house that the liner would fit like a glove, showed pics of representative installs, and ****** assured me there would be little to no wrinkles in the newly installed liner. After the install, there were wrinkles present. At the time, installer mentioned the water temp is too cold to allow the wrinkles due to shipment would flatten. I understand that once water temps is above 75 deg for a day or so, that the wrinkles should flatten out. My pool has been above 75 deg for many days through May (opened end of April), almost 80 deg today and there are still numerous wrinkles all through the shallow end. The company will not send the installer or schedule a visit to look at the problem and keep telling me that now it might take longer to smooth out. I need the company to stand by their sales presentation and make the pool liner wrinkle free.

  Business response

  09/04/2024

  We have addressed this with the customer that not every pool is 100% wrinkle free depending on the contours of the pool and a high water table. If there is high water on the property the wrinkles will persist until a de watering system is in place. these wrinkles show there is a high water table possible causing these wrinkles and due to the amount of rain we have had this year. This is not covered under the warranty. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All I wanted as a new pool liner. In May 2023 I contacted Best Pool Liner aka AAA Pool Liner. I talked with the salesperson and the contract included a warranty so I proceeded. After about 3 weeks the person came to measure the pool. Then another 3 weeks go buy. The 1st installer scheduled an install date and then texted me and said it was going to rain and he wasn't coming. Then the following week he showed up and took out the old liner and said the liner was too big and had to be ordered. The 2nd installer was called in to see if he could install the liner. I bought a new skimmer and return line connectors and was going to replace since I was putting in a new liner. The 2nd installer said the new skimmer wouldn't work so I returned it. He was able to put the liner in and I thought all was well. Later that day after filling the pool I noticed water was leaking out of the skimmer opening and not the skimmer. I sent the 2nd installer pictures and he said the water was just coming out behind the liner and the leak would stop. The leak continued. The 2nd installer made many trips to figure out what was happening. He finally found the problem and patched the liner and said he would come back in the winter and replace the skimmer. I never heard from him. The skimmer was the original one and I never had a problem with it. I reached out to the company and they said it was my problem that the skimmer put a hole in the liner. So now I have a liner with multiple patches. I am so disappointed with this company and do not recommend them.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pool liner replacement on 4/2023 and acquired several estimates before meeting with the salesman ****. Although the estimate was $7,200 compared to the $3,200 estimates I received. I decided to go with the *** Company as they offered a Lifetime of the pool Garrentee, I was told this covers everything not covered by a natural disaster from my homeowners. To good to be true I proceeded to come up with several different scenarios Mostly including the constant problem I have with the liner pulling out of the tracks. I was assured this wouldn't happen and if it did it would only be a phone call to fix for free even years after installation. He then showed me several printed out referrals and again assured me that they're installers are so professional this would NOT be a problem and again if it did, it's only a phone call to fix for Free. That's why they charge almost 3 times the price of other Companies because of the piece of mind of a 100% bulletproof Warranty But if I sighed that day i would get a $500 discount. So I hastily sighed,as is there plan. I was in disbelief when I asked the installer about the Warranty and was told it ONLY cover's the seems in the Liner and they only come out to fix pull out ONE TIME & then would be a $450.00 charge. This was confirmed two weeks later when my liner did pull out of track ,They came out to fix it but told me the next time it would be $450.00 When asked about the Warranty I was promised I was told it's clearly stated on the contract I sighed that the only thing it covers is rips in the SEEMS of the Liner!! A problem that hardly is happens and is offered by all Companies.They don't even deny that the salespeople are promising something totally different ! There is NO way I would have paid almost 3 times the amount without being promised That 100% Lifetime warranty on all problems regarding the Liner..not just seems ! I'm confident they instruct there sale team to deceive people with the promise of this Lie

  Business response

  09/04/2024

  Our contract is very clear, seam based issues or defects in the fabrication of the seams is covered under warranty. Under terms and conditions, if the liner comes out of track in the first six months it is free if it continues to come out there is a deeper issues, such as the track is unstable. This customer needed ********************** lock which is an additional cost and it locks the liner in. the cost was $450.00 and is now $600.00.  The contract states this on the back and no natural disaster is covered that would be though home owners insurance. **************** Manager  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hired Best Pool Liner to install a liner in our pool. Signed contract in 2021 but waited until 2022 to have liner installed. Liner was installed and the team subcontracted to install liner was a phenomenal Greek family who did a fantastic job with the installation. The liner is beautiful and I am absolutely thrilled with the liner. The problem is that the liner has slipped out of the coping slot and I have called repeatedly to have someone come out and slip the liner into the coping slot. I have not been able to get in touch with anyone after leaving repeated messages. I would love to have the liner slipped into the coping before we close for the season.

  Business response

  09/04/2024

  We have completed this request and went back to resnap. **************** Manager

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted best pool liners for an above ground pool liner replacement. I had a rep come out and show me beautiful liners and pricing. I had to make an initial to deposit to begin my job order of a custom liner for my above ground pool. After waiting 4 weeks, the installer finally called and said he would be out to install my liner. Well he would never show. When I called customer service to report the the constant cancellations from the installer, he was very rude and disrespectful. I asked to speak with the manager, she was just as rude and disrespectful and told me I was unable to pay so my installer wasnt coming until I paid in full. Where did that come from. I asked to cancel and get a refund of course the manager said I would not get my deposit back. I was not paying them anymore money. They use threatening tactics to get you to pay for your product or services but they cant produce. I am still waiting for my refund. Awful company

  Business response

  09/04/2024

  Our installer called this customer multiple times and she stated she did not have the funds to pay. She then called to cancel, it was outside the 3 day rescission period on the contract. We offered her to buy the liner for a discounted price but she refused. she is in breach of our signed contract and we have the right to collect the money that is owed. **************** Manager

  Customer response

  09/16/2024

  
  Complaint: 20376470
  
  I am rejecting this response because:My complaint was never answered.   Everytime I called to schedule the pool service guy, I was told he was busy with another customer.   I paid $1,500 deposit to get my liner done.  I ***eatedly kept being put on hold.  Everytime I would call the pool liner copy I was greeted with a rude customer service ***.  The *** continued to yelI that a service person was coming out.  But no one ever did.  I then asked for my funds to be returned and was told I would not receive my money back.

  
  

  This company is absolutely horrible.  They are a fraudulent company that continues to take people's money and never provide the service. 

  
  

  Please post my message to their answer. 

  
  

  It never had anything to do with my comment to pay for the services once completed.   They want you to pay upfront. Then you as the consumer have to chase them for the services in which you've paid for up front. I gave a deposit of $1,500 which was half of what was due. 

  
  

  Please help consumers like me who would like to recup our money back and see this company go out of business for their fraudulent practices.

  
  
  
  
  Regards,
  
  *************************

  Business response

  09/26/2024

  We contacted this customer multiple times to install the ********************** and she was never ready with the money. She knew the amount of the deposit as we have a signed contract. We have her liner and if she would like to get a certified check we will come to install the liner. We have measured the pool, made the lien and the installer and the office has reached out to the customer multiple times to install, she has told us she is not paying per the contract.  We need to adhere to the contract, which states she shows the installer the check when he enters property and once the liner comes out of the box she pays the balance.  **************** manager

  Customer response

  09/26/2024

  
  Complaint: 20376470
  
  I am rejecting this response because:
  
  This company uses convincing tactics to get consumers to sign up with.   They come to your home and offer amazing product. You pay the initial deposit to began your order.  After, the installer will call letting you know your product is in and when are you available for installation.  Thats when you get the ***eated calls for final payment, along with scheduled appointments with the installer who never shows up.  You continue to call them but no one ever returns with your product. After a call to the manager, to try and get some resolution you are treated rudely, yelled at and threatened.  FINALLY YOU ARE TOLD TO PAY YOUR FINAL BALANCE OR NO ONE IS COMING OUT AFTER ALL!!!!!  Just a scam.  Why would anyone continue to pay this copy if I couldnt even get the installer to commit to an appointment.  They need to be shut down

   

  The installer called several times to set up a liner installation and canceled every time.  I never told the installer I didnt have my final payment.  I would not have ordered the liner and left $1,500 deposit if I didnt have to money to continue with the order.  After ***eated attempts to get a hold of the installer.  Which every time I called him to schedule another appointment, he would tell me he is on another job and unable to make it but would schedule me for the next day.  Of course he wouldnt show. Then he would schedule me for the following week.  Again didnt show.  Finally I asked to speak with a manger.  Again, I was greeted with a very angry *** yelling & screaming and refusing to give me a refund after I have waited over 6 weeks for my liner.  Terrible company 
  
  Regards,
  
  ****** ******

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 2023, hired them to replace an inground pool liner. They told me it would take about 7 days to create the liner and install it. After paying initial deposit of $1400, they ghosted me. I started calling their office number, but it's just voice mail. After 2 weeks someone finally got back to me surprised the liner had not been installed. Apparently someone came to my house and measured the pool without telling me. The liner had been made and sitting somewhere. At least that is what they say. The person on the phone says they will try to get a hold of someone, but they have no idea what is going on. At this point it's been 3 weeks and no one has called me to confirm install date or give an update. I am pretty sure I am getting hustled.

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