In April 2014, we purchased a new liner at Discounter's Pool and Spa in Mississauga. It was installed 3 weeks after date promised. Once the pool was opened we had a leak. The source of the leak wasn't detected until 1 month later and in that time, we were instructed to let the water drain until the water level stopped dropping. A listening device was used to determine the location of 2 holes in our "new liner." Once the holes in the bottom of our "new liner" were repaired, we were asked to gradually fill the pool to certain points to monitor for more leaks in our "new liner." Throughout this lengthy time frame, Discounter's has been unresponsive to our questions and our frustrations. Discounter's has not compensated us for both pool openings and for the loss of pool use for more than half the summer.
- Approximate cost of services:
- $4,000.00
- Company Response
I apologize for the lateness of this reply. In response to Ken's complaint I wish to include the following response. The customer purchased a liner from our store location in Mississauga. The installer who is not an employee of Discounter's Pool and Spa Warehouse measured the pool and then later installed the liner. The measurements originally provided by the customer turned out to be smaller then the actual pool. The customer was contacted and made aware of this size change, made aware of the increased price, and paid for the difference. The liner was ordered through Covertech Industries to the exact specifications indicated on the order form. Upon the liner being installed, one of seams began to leak. The manufacturer repaired the liner/seam in accordance with it's warranty guidelines as stipulated. The customer has a copy of the warranty and its terms and conditions. Neither Discounters Pool and Spa Warehouse or the installer are responsible for the water costs, chemical costs, or time lost while the installation and repair were conducted. We have extended a preferred price discount to the customer for a period of one year as a measure of good faith. Depending on the products being purchased the discount amount will vary from 5-10%. I appreciate the customer being frustrated by the loss of time to use the pool and it is unfortunate the seam leaked. Both the manufacturer and ourselves have made our best attempts to resolve the situation.