ComplaintsforDale's Pools

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dales pools came to my house with the wrong size pool liner. They had already taken 2100$ of 4200$ that it costed. The workers that came stated that they hated their job because the company always sends out the wrong pool liners repeatedly. They told us that they would be back out with the correct tools to measure our pool. They never returned. And when we called them to ask when they were coming back they said that it was not their problem. Even though they basically stole 2100$ of our money because they brought the wrong liner. And now the pool floor is completely ruined and is very dangerous to be around because it is rotted from no liner being in the pool. I called the business back today hoping to get someone on the phone that can help me and one of the workers named Corey cussed me out told me that my family had no money to pay for the liner ? And told me they weren’t going to do anything to help us. Now not only are we out 2100$ the damages to the pool floor need to be fixed before we can even use a liner now. This “business” needs to be shut down because they steal people’s money, are extremely unprofessional and lazy.

  

  Business response

  08/14/2023

  I explained that your grandfather called last year looking for a liner Replacement.  We explained that having your own measurements would save you money since we wouldn't have to make a service run to go measure.  Liner was ordered off of the measurements that *** ******* *ave us. Once new liner was delivered, upon arrival, they noticed concrete was cut out around skimmer housing, along with an empty pool with the old liner partially hanging out. After several attempts to get new liner installed, it was determined that the liner was made wrong per measurements that *** ******* had given us previously. *** ******* was told that liner was wrong and a new one would have to be ordered, but it would be their responsibility to pay for a new liner since they gave us wrong measurements. Never heard from anyone for the rest of the 2022 season.  April of 2023, we received a phone call from a gentleman saying they paid in full ($4200.00) and demanded we need to fix pool, once again we explained we be glad to put a new liner in, but they would be responsible for 2nd liner cost. Conversation turned nasty, we were told we would be getting a visit from him. Never heard anything until about a week ago, when the Granddaughter called the store and started berating my employees. She did not understand our liner replacement procedure, I offered to refund their $2100.00.  They refused to take it and demanded us to put a new liner in. She became irate and made numerous threats to our business reputation. After the threats, I pulled my offer to pay back the $2100.00. Reducing an estimate because of homeowner having their own measurements is common practice in the Pool industry. It's an unfortunate circumstance, but we will noy be bullied or threatened into paying for a mistake that wasn't ours and repairs to an old and outdated pool. Dales has been in business since 1985, we do not take advantage of anyone, and our record with BBB reflects that. 

   

   

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