Complaint Rating:

Company information:
Specialty Pool Products
54 Newberry Road
East Windsor, Connecticut
United States
Phone: 860-627-6090
poolproducts.com

I had a brand new Doughboy above ground 18 foot round pool installed in my back yard on a concrete slab in August 2006. The pool company who installed the original pool did a very poor job and my liner had lot's of little holes in it from the concrete underneath within 3 months. The contractors insured me that their "Happy Bottom" product would prevent the liner from getting holes in it. I could never get the original company to come out and fix or replace the liner.

In March 2008 I decided I wanted my pool back so I went online to order a new liner because I did not trust the pool companies in my area. I ended up talking to a salesperson, Chris Parker of Specialty Pool Products and he sold me on the USA made Doughboy/Lomart pool liners because they were the best compared to the ones made in China, etc. and because Doughboy would guarantee their products since it was made here in the states. I also explained to him the original problem of the concrete puncturing the original liner and he told me most people put 2" on masonry (the finest) sand on the bottom so this would not happen.

So, even though they were more than twice as expensive as the pool liners that I found online, I decided to order the liner Chris mentioned because I didn't want anymore problems with my pool liner. This was on March 6, 2008.

The pool liner came on March 15, 2008 via Fex Ex Ground. It was shipped on the 13th from the manufacturer.

I did not open the box at all and I hired a Doughboy recommended contractor from San Andell Swim Pool Supply in Pasadena, CA. The contractors name is Dan Perry and he has been installing Doughboy pools for 30 years. I told him of my problem with the original pool liner and he was extra careful with the new liner when it was installed. He was very careful, I was there & I took pictures. I even swept and hosed down the entire concrete slab before he arrived so it would be clean and smooth for the installation of the new liner.

Once the liner was installed, and he taught me what he was doing along the way which I appreciated, and we started filling the pool with water, it immediately starting leaking on one side once the level rose to about th 1/2 way point. As the pool filled, more leaks started and my stomach was aching. I called Dan immediately that same day and asked what I should do. He mentioned that the company is going to blame him for faulty installation and the contractor said that a lot of the liners have faulty seams straight from the manufacturer. I saw his work and he was careful and very good. I called the company the next day and they asked me to send them pictures of the leaks. I took pictures to start documenting the leak immediately the day the liner was installed. I e-mailed them the pics. About 3 weeks later Specialty Pool Products sent me an e-mail saying that they are not responsible for the liner and that the contractor must have punctured it somehow during the installation. And that was it. Now I'm frustrated and angry that this second company won't take care of the customer. Once again, I have a pool liner that leaks and I paid for it a second time. What do I do?