ComplaintsforLake Champlain Pools, Inc.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my pool in summer '20. LCPools installed pool. I noticed VERY small leak coming out of one of the "jets". So small that it didn't concern me at all (just wet around fitting). I closed pool for winter then reopened it in spring 2021. Pool was leaking from same "jet" a little bit more (about one drop every 15 seconds). Still not enough of a concern to call LCP. Fast forward to spring '22. After I opened pool, two weeks later I noticed leak was bad. I called LCP and they came over to repair it. They "repaired" it and BOTH workers said this is nothing I did, this should be covered under the warranty. Theresa from LCP said it wasn't under warranty because this was my fault. We went back and forth and they we agreed that I would pay for parts only ($52). Early June2022, leak is back again. LCP came "repaired" leak again. Once again, two different workers said it was not my fault. I believe this time LCP went good for it and was under warranty. Two days ago (07/27/22), same leak came back!! My wife called and told them. They said they will have someone come over today (Friday) to take a look at it. Then I wake up to this email yesterday.... Hi *****, Unfortunately, given the nature of our relationship, as a company, we have decided the best path forward for both of us is to discontinue our relationship. We work hard as a company to stand behind our work and service what we sell. We completed repairs on your pool in June 2022 based on issues you relayed to us for your returns. It has now been six weeks since the repairs were completed and warranty work has been completed. Thank you for your business. Lake Champlain Pools, Spas & Stoves 106 Boynton Avenue, Plattsburgh NY Phone: ###-###-#### Fax: ###-###-#### w************************* So, as you can imagine, I'm upset. My wife is upset. We both go to LCP and there's "no management" on that day. So, I sent an email to Kay H****** and "service team". They sent one back, but I'm running out of characte

  Business response

  08/10/2022

  This customer has repeatedly been extremely argumentative to staff and refused to pay for legitimate bills. He's very difficult to work for and aggressive, threatening to drive his car into our building. As such, we've made the decision for the well being of our staff and to protect our labor and billing to cut off service to this customer.  After making 2 attempts at fixing the repairs listed in this complaint, the issue returned, after many weeks of not having the issue present. The customer worked on the pool himself and had other side liners work on the pool. At this point, Lake Champlain Pools feels we've completed our responsibilities to this customer.

  Customer response

  08/10/2022

  Better Business Bureau: I have NEVER threaten to smash my car in their building. I did, however, say I'll "wrap my car in vinyl and bash your business". Obviously, they heard something completely different. All I want is for my issue to be fixed. Yes, I was upset with them. No, I never refused payment. I always pay my bills in full. I have perfect credit. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   Regards, ***** ******

  Business response

  08/19/2022

  A private company has the ability to choose who to do business with, so long as within the guidelines of The United States Federal Civil Rights Act of 1964. Lake Champlain Pools does not feel as though this instance is a warranty related matter. As such, Lake Champlain Pools (LCP) has decided not to do business with this customer. From the beginning of the pool quoting & purchasing process in 2020, the customer was aggressive about pressuring the sales staff to move his project forward due to the fact that he paid in full in cash. There is no priority to customers based on timing or method of payment. Due to that pressure, LCP offered a free pool closing for the first year, a $250 value. The customer declined that offer, stating he could do it himself. After completion of the pool, the customer requested start up chemicals, which were delivered to the customer. Nominal start up chemicals are included with the pool, additional chemicals were brought at the customer’s request. The customer then questioned the bill, stating he was “cheap and could buy (pool chemicals) cheaper at Walmart”. The customer then called to have an accessory installed to the pool, months after its completion. This service charge was legitimate, but the customer refused to pay. In 2022, the customer frequently contacted the business owner on his personal cell phone at all hours of the day looking for priority treatment and reduction in bills. The most recent service provided in 2022, his legitimate bill for service was reduced from $248.40 to $50. After an additional request for service, LCP made the decision to cut ties with this customer. Since that time, the customer has threatened the company and repeatedly made detrimental ******** posts. The customer has also called the manufacturer of the pool, who alerted LCP that he has been, in their words, “relentless”. LCP holds their position that it is no longer in the best interest of the company, the safety of its employees, and the mental well being of the owners, to continue to do business.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a pool 18x33 ****************** 52" Above Ground pool in May 2019 for $11,000 In the spring of 2022 when the snow and ice started to melt the pool's liner ripped from the ground due to lack of enough sand that was placed by Lake Champlain Pool when the pool was installed. We know that they did not put enough sand, as the day after they placed the liner and we had water delivered one of the workers came back to house with a truck load of sand not knowing that liner was already placed and water was delivered. He was a little astonished that the pool was already put together and just used the sand and put it around the outside of the pool. We always closed our pool up for the winter months as we were shown how to do. Over the couple of years we owned the pool we could start to feel the metal feet on the floor of the pool, which you shouldn't feel. So come Spring of 2002 the metal final ripped the liner of the pool. We have pictures of metal feet that came through the liner where it ripped. When we had the company come and take a look at the pool at first they told us that our home owner insurance should pay for it. Then it was it would cost us another $4, 000 to fix it and then the owners came out and a they quoted for a little over $2,000. They told us they could do it in mid June, then it changed to end of June and now they are saying middle of July, with really no date at all scheduled.

  Business response

  07/11/2022

  Response text:
  We are in receipt of the BBB letter of complaint from ******* *** **** ******* of West Chazy NY. 
  They purchased an 18 x 33 x 52 above ground pool from us in 6/19/2019. 
  Lake Champlain Pools does offer a construction warranty of one year from the date of installation. The pool liner and the pool wall & frame carry separate manufacturer's warranties. The ******* pool held water in 2019, 2020, 2021, and somehow lost water over the course of the 2021-2022 winter season. Once the pool liner lost water, we were involved and went to the customer's site to examine the liner situation. It was not a warranty iner failure. Each year a percentage of pool liners are affected by harsh winter conditions &/ or small leaks that go undetected and then manifest once the pool begins to thaw in the spring. We have not done any service work or winterization work for the ******** since 2019, so we really can not speak to the care of the pool. 
  We did quote originally our standard above ground liner replacement cost of $3300+tax. We also mentioned the possibility of starting a claim with their homeowners' insurance. The customers were very upset with this solution. We considered the year of the pool and the fact that their relatives have had strong relationships with our business for many years. At that point, we deeply discounted the liner replacement cost to $2000+tax and/or offered to give the customer a liner in a box for no charge. The Customer was more interested in the liner installation. Therefore, I requested a deposit of $1000.00 to schedule the job. Tasked for this deposit more than once. The customer kept questioning when the liner could be installed but never gave a deposit. More time went on with no deposit so each inquiry pushed the installation date out further. 
  On July 1, 2022 the customer came by the store and received a new liner in a box at no charge. They signed for the liner and attached please find a copy for your records. At this time, we feel the matter has been resolved to the best of our ability. 
  Sincerely

*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. ↩