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National Pool Wholesalers / Internet Pool Group
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3.1 23 Reviews

National Pool Wholesalers / Internet Pool Group Complaints Summary

12 Resolved
11 Unresolved
Our verdict: While National Pool Wholesalers / Internet Pool Group has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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National Pool Wholesalers / Internet Pool Group reviews & complaints 23

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6:41 pm EDT

National Pool Wholesalers / Internet Pool Group Pool kit refund

I contacted Jim at National pool wholesalers and purchased a pool kit from him. When the pool kit arrived, it was damaged and parts missing. So I refused the delivery. Called Jim and told him of the issue and requested a refund. This was August 16, 2021 .. I was told the refund would be processed the week of October 1st 2021.. today is October 13th 2021 and still no refund. We have contacted our bank only to be told that NPW is lying saying there's a signed contract and it states no refunds. How can a company keep someone's money and their damaged products legally? This is fraud and a scam. Im seeking legal advice and assistance for this matter. $11k down the drain! The shipping company SAIA opened and misplaced or broke the products so they should have to pay any restocking fees or return shipping fees.

Desired outcome: Refund

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National Pool Wholesalers / Internet Pool Group pool liner

Do NOT do business w/ the company. I ordered a liner from them after speaking on the phone w/ Jim, one of the owners or sales specialist. They sent me a pool liner for a standard 'Mountain Lake' pre-fab pool, the liner did not have the steps cut in, therefore would not fit on the built in metal steps.

I emailed them the telephone log and the notes I had taken during the call, including pricing for the various patterns and yet they still refuse to correct their mistake.

Who would order a liner for a standard pre-fab in-ground pool w/o steps? Makes no sense.

Do business w/ this company at your own peril.

Regards,
Rob

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2:15 pm EDT

National Pool Wholesalers / Internet Pool Group winter pool cover / warranty

In the spring of 2012 I purchased a winter pool cover for my above ground pool from National pool Wholesalers. This cover had a 3 year warranty which covered the seams from tearing and or separating. In the spring of 2015 I found that the seams had torn in 2 places. I filed a warranty complaint and sent photos of the damage. After going back and forth with emails they finally honored the warranty and sent me a new one with a brand new 3 year warranty. This spring (2016) I found that the seams separated in 2 places. I called the warranty number and I was not able to speak to a rep, but was referred to a non functional website, . After searching the web I finally found a site to contact them and did so by email. They asked for photos so I sent photos. We are going back and forth with them saying they would not honor the warranty on the new cover and stated that they were looking at the original 2012 cover and want to prorate the original purchase price to 60% of it's value. After arguing back and forth, I received an email today (06/16) stating that they are closing out the warranty complaint that I filed,

IF ANYONE IS CONSIDERING BUYING ANYTHING FROM THESE PEOPLE "DO NOT"!

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Customer Service2
, US
Jun 25, 2016 2:08 pm EDT

Please simply read the warranty paperwork. The cover is in 60% proration at this time.

Also, the customer failed to mention that the 1st replacement cover wasnt charged for a proration and it was at a 2nd year proration period.

Is National Pool Wholesalers / Internet Pool Group legit?

Our verdict: National Pool Wholesalers / Internet Pool Group has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores National Pool Wholesalers / Internet Pool Group's position as a benchmark of trust and quality within its industry. Users and clients of National Pool Wholesalers / Internet Pool Group can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

National Pool Wholesalers / Internet Pool Group earns 100% level of Trustworthiness

Perfect Trust Endorsement: National Pool Wholesalers / Internet Pool Group achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

National Pool Wholesalers / Internet Pool Group has claimed the domain name for nationalpoolwholesalers.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Nationalpoolwholesalers.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Nationalpoolwholesalers.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Nationalpoolwholesalers.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from National Pool Wholesalers / Internet Pool Group.

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  • The website belonging to National Pool Wholesalers / Internet Pool Group has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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1:58 pm EDT
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National Pool Wholesalers / Internet Pool Group damaged goods and inadiquate equipment

Not only was my order damaged when I got it, it came with equipment that didn't work for my application and when contacted about it I got an answer at first with a "partial" refund that did not cover the price to purchase it locally and they told me they would not send another one as it would be damaged in shipment again. As for the other complaint they ignored me until their "90" day return for reimbursement period was up and offered me a lousy credit that is of no use to me because I could not wait for their response any longer and had to purchase what I had to have to use the pool before the summer was over. Terrible customer service as well as vague in what you need with your pool when asking questions about it..

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9:19 am EDT
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National Pool Wholesalers / Internet Pool Group Inflexible customer service

I am completely aware that you must read all materials thoroughly before making a purchase. I understand I ordered the wrong size when I ordered a spa cover from National Pool Wholesalers, but when i could not understand their printed policy because I just wanted to exchange the item for a larger size I called into customer service to get clarity. I was informed by someone named Justin that they DO NOT exchange products even if you are upgrading and spending more money. Because what they want you to do is spend four times as much since you have to return the item at your expense, pay to have it re-stocked at 25% of the total cost and pay their shipping fee, then you can re-order the correct item. Then you have to wait until they get around to crediting your account which takes longer then 3-5 business days in their neck of the woods and its due to your banks slow processing practices.Even though this is the same bank that did the speedy debit when I made the purchase. It just seems to me if National wholesalers were really interested in satisfied customers and great reviews customer service should be on the wed site menu too. That simple practice would help in keeping customers instead of getting rid of them.

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10:20 am EDT
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National Pool Wholesalers / Internet Pool Group Misrepresentation of Product

Ordered a 25 gauge, above ground, pool liner. Upon receipt and installation, I measured wall thickness because it felt thin to me. Wall thickness was only .016 ins and not .025 ins I expected. Sent certified letter to company president, Mr. Robert Kreitz, for an explanation of the difference. I have received no reply in more than 2 weeks. No where in this company's on-line advertisement of 25 gauge liners does it mention wall thickness is only .016 ins.

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3:07 pm EST

National Pool Wholesalers / Internet Pool Group No refund

Placed an order with this company on a Thursday. After waiting for about an hour for an email confirmation I called to see how long it would take to receive my purchase. I was informed it might take 3 weeks so I immediately tried to cancel. Was told I had to wait 24hrs. In the mean time they had already charged my credit card. Called back Friday to cancel and was told I would receive a refund in 3 days. Checked Wed. and there was no refund. Called NPW back and was told it would take about 3 days for it to post to my account that I should have a refund no later than Friday. Friday comes around again and still no refund. Called my credit card company to report this behavior by Monday I had a full refund.

1st mistake charging my credit card before an item shipped out NOT GOOD PRACTICE!

2nd mistake they give you a major run around trying to get anything done!

3rd mistake they lost what could have been a long time customer!

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4:07 am EDT
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National Pool Wholesalers / Internet Pool Group Damaged Goods

I ordered 3 items totaling up over $4, 000. One of the items was a spillover spa. When their 3 party delivery company tried to deliver the items the spa didn't fit out the back of the truck, so they took all items back. Over 2 months later I finally got them to re-deliver the items on a truck that could handle the delivery. When I got the spa off the truck and into the garage I noticed the other 2 items that I purchased were sitting in water inside the spa. The boxes were destroyed so I immediately called National Pool Wholesalers and after speaking with several people I finally got the person that handles these situations on the phone and emailed him pictures. That was 2 months ago. They are still going back and forth with the shipping company that delivered the items wanting them to put in a claim on the shipment. Getting resistence from them, they have not made good on the items yet. All together I purchased these items in March and we are now in June and with all the problems from the initial delivery attempt and now damaged items, they still have not made good and have never even tried to offer anything for the screw up and incovienence. I have been patient, but seems like they are not willing to ship me out 2 new items, not damaged. I finally opened the boxes to find things still wet and sent them more pictures, but still nothing. Not even a call back. I call pretty much everyday and to get a manager on the phone is like pulling teeth and they NEVER call back or handle the issue at hand. I bought these items from them and they should honor that and replace them. Not string me along 4 months later. I have now called my credit card to disbute the charge, but in the end until that is resolved, I have to wait without products that work. DO NOT ORDER ANYTHING FROM THESE PEOPLE! THEY WILL NOT HONOR IT, OR RESPOND TO ANY PROBLEMS YOU MAY HAVE WITH THE ITEMS!

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10:39 am EDT
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National Pool Wholesalers / Internet Pool Group Great Service

I know if this day and age of computers, everyone only complains about companies when they do something wrong, but I am committed, just like ebay that when I received great customer service that I tell people and this seemed like a great place to do it with all the bad publicity on this company. I have purchased many times from National Pool Wholesalers and they always have either gotten me the product quickly or called to discuss reasons for delay and options to complete or cancel the order for a full refund.

Anyway, just wanted to help good companies against all the complainers.

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5:44 pm EDT
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National Pool Wholesalers / Internet Pool Group Horrendous customer service

Far and away the worst customer service I've ever experienced! I got a defective product (portable sauna, supposed to reach 149 degrees F, only got to apx. 118), and I spent nearly 3 months going around with them trying to get it replaced. My calls & emails were routinely not returned, and when I tried to escalate my complaint to the supervior level after 8 wks, the sup kicked it back to the same guy I'd already been dealing with! When I tried to contact the head of the company, the operator told me that "the owner's not around very much" and that the best she could do was leave a message for (you guessed it!)the same guy. I finally had to file a complaint with my credit card company (awaiting refund). The price was great, but even if the product hadn't been defective, it certainly wouldn't be worth putting up with such poor customer service.

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12:52 pm EST
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National Pool Wholesalers / Internet Pool Group pool

i ordered an inground pool kit from national pool wholesalers and three weeks the pool wasnt shipped out yet. i cancelled the order but thats not before they tried to charge me a restocking fee. it was middle of the summer and i cancelled my order and ordered the same kit from poolspricedlow.com for about the same price. It arrived within a couple of weeks. we tried to install the pool ourserves and we had alot of trouble. we called poolspricedlow and they sent a crew of installlers and had our 20x40 up in three days.

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National Pool Wholesalers / Internet Pool Group Fraudulant Sales

I ordered a 5 person sauna 5 months ago. The sauna arrived in a well packaged box and everything was in working order however they sent the wrong stereo system. I had purchased the sauna and was to get the mp3 player stereo upgrade a $50.00 value for free because of the type of sauna that I was buying. When I contacted them they said it was on back order and would get it to me as soon as possible. Five months later after many e-mails they told me that the stereo company had gone out of business and they would not be able to give me what I had ordered. However, they are still offering this unit for sale on their site today. Beware if you buy from them they will not give you what you order.

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6:31 am EDT
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National Pool Wholesalers / Internet Pool Group WINTER POOL COVER

I ORDERED A WINTER COVER FOR A 21' ROUND POOL I RECIEVED A COVER FOR A 18' ROUND POOL I CALLED AND TOLD THEM I GOT THE WRONG COVER AFTER 2 WEEKS OF TALKING WITH JIM WHO WAS SO RUDE HE MADE ME FEEL LIKE IT WAS MY FALT THE WEIRED THING WAS THEY MADE ME TAKE A PHOTO OF THE WRONG COVER AND SEND IT TO THEM SO I DID ! THEN THEY WAITED UNTILL THEY RECIEVED THE WRONG COVER BACK BEFORE THEY SHIPPED ME THE RIGHT COVER, I THINK THEY KNOW TEY GOT YOUR MONEY SO THEY DO NOT CARE ABOUT YOU OR WHAT YOU ORDERD ! I THINK ANYONE WHO READS THIS SHOULD NOT BUY FROM THIS PLACE I WOULD HAVE BEEN BETTER OF SPENDING MORE MONEY AT A LOCAL POOL STORE ! THIS PLACE IS BAD NEWS AND JIM NEEDS TO NOT BE SO RUDE !

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11:03 am EDT
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National Pool Wholesalers / Internet Pool Group bad costumer service

This company has worthless customer service. We ordered a pool in May, I first called their customer service line and asked to place an order, I was told that it is easier to do so online, then when I did I didn't receive the discounts that I was told I would get. I called customer service once again, I ended up redoing the order over the phone to get the discounts, I paid via wire transfer as I was told that this would be the quickest way to go. I did the wire transfer the same day I did the order and when I called a couple days later they told me they had not received it. I said well it is gone from my account so you should have it, then they said maybe it was still waiting to be approved, I said it shouldn't have to be approved, my bank would not have sent it if I didn't have the money in my account. So about three weeks in to the process I still had not received any word on where my pool was at, I called again and was told that it had not been paid in full, come to find out they were still showing that we owed for what was supposed to be my 10% off discount, after that we went another week with no information, I called once again and was told that now the pool we ordered was now out of stock and we would have to go with a different one. We decide that we would do that if they would make up for it with some extra padding for under the liner, as it was not our fault that this was taking so long. I called another week later as still no info, got at tracking number and come to find out our pool had already been shipped before the last time I had talked to customer service, we got the original pool we ordered. When it got here we were missing parts that we needed, we contacted customer service again and they ordered us the parts, but they were not the right parts, as they still showed that we were getting the other pool, now we are in August and figure out that the parts need to come from a different manufacturer and we just got those parts we needed. Now we are still waiting on our winter cover that we were told would be sent in mid July, it is now Sept 2nd and we have not recieved it. I WOULD NOT EVER RECOMMEND THIS COMPANY TO ANYONE, THE PEOPLE WORKING HERE DO NOT KNOW WHAT THEY ARE DOING AND ARE NOT VERY HELPFUL AT ALL!

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National Pool Wholesalers / Internet Pool Group wrong items

BEWARE! I thought I researched online well enough to know which in ground swimming pool company to place my order. Of course, as you can see, there are several companies involved when ordering from NPW. For starters, I hope you have a lot of friends or family that will help you unload your pool. The freight company they contract doesn't have a large enough lift gate to lower your pool from the truck. Once delivered (ha-ha more like, once you deliver it) I found they send the wrong size wall foam & pump. We ordered the 48" polymer and they send 42" foam. The pump wasn't a two speed as we ordered. And last, they also sent 42" steps which we didn't even notice until assembling the pool & concrete was being delivered! I called Kafko direct (Keep this number [protected]), spoke with Tony (ask for him or Scott) and he said I would have my steps in a "couple of days." After threatening to sue him, they were delivered the next afternoon. Speaking of delivery... everything is delivered at different times and took longer than promised. The steps came first, then the pool, the liner, then the slide. Make sure you download the building instructions from Kafko.com because none were included. Just not a pleasant experience to say the least. Definitely shop around! It's been three weeks, and the 42" steps are still sitting in my driveway awating to be picked up as Tony promised. EBAY here I come! lol

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National Pool Wholesalers / Internet Pool Group Product still not received

I ordered my liner on May 27th 2010. Two weeks later I got a call from Kafko liners which makes the liners for them I guess. The guy asked me a few questions about measurements. I said it has already been two weeks and you are just now calling me. I asked him when he thought it would be shipped and he said in about a week. A week passed and I got an e-mail saying I needed to pick a new pattern and to contact them? I left messages with no response. Finally got a hold of someone at national pool wholesalers and I picked two new patterns. Two more weeks go by and I get another e-mail yesterday saying I needed to pick a new pattern for the third time. It has been five weeks and my liners has not even begun to be made. This is the worst service I have ever had from anyone. They get your money and then could care less about you. I will get my money back and take my business elseware.

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Golden Child
Albany, US
Oct 11, 2010 2:45 pm EDT

Order direct through one of Kafko's dealers and you won't have these problems. Kafko is the manufacturer and they just make what is ordered.

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National Pool Wholesalers / Internet Pool Group Cancelled order

Placed an order with this company on a Wednesday. I waited for awhile for an email confirmation that I never resieved. After about an hour called the company to see how long it was going to take to get my order. They told me it may take about three weeks. I immediately tried to cancel the order and was told I would have to wait 24 hours to do so. I waited and called the next morning she cancelled the order and said I should receive credit within three business days. So I checked my credit card the following Wendesday and there was no refund posted. Called back and she told me it mat take several days for it to post that I should see it no later than Friday. Friday there was still no refund so I called my credit card company they said they couldn't see where any type of refund was in process and they start a complaint for me. By Monday I had a full refund on my credit card. I am sorry for the ones out there that can't get what they deserve and amazed that it worked out for me. I will NEVER do business with this company again.
It took this company 5 minutes to take my money and me about 3 weeks to get it back!

Peggy
Martinsville VA

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8:32 am EDT
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National Pool Wholesalers / Internet Pool Group No customer service

This is the first company that has ever asked me to send them a picture of something I bought because there third party shipper has sent the wrong item. At first they asked me to call some other company that is not even listed then they want me to take a picture. What if I don’t have a camera? They’re business ethics are horrible and I would like a refund I’ll take my business somewhere else thank you. I will make sure WWW knows about there customer service.

I refused to take a picture of this item and send it to them but i will take one and post it here just to show you that they are saying this product is the same. Here is the link to the product.

http://www.nationalpoolwholesalers.com/catalog_order.asp?t=BALLVALVE1-5

Notice the threading on the inside the compression nut at the end and the different manufacturer

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FredrickMax
Babylon, US
Sep 26, 2010 6:13 pm EDT

I bought some products from National Pool Wholesalers. The products came damaged. When I called to have the products replaced I was told I have to call the manufacturer of the products to follow up under the manufactures warranty. But I bought it from National, how absurd is this ? Their customer service is basically non existing, their support is useless. It is so aggrevating to deal with such a company that just wants to take your money and then pass the buck.

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Christopher O
Hillsborough, US
Jun 14, 2010 12:53 pm EDT
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Ray,

Be prepared for lie after lie, read this thread for how Bob, aka Jim, operates.

National Pool Wholesalers — Product not received

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National Pool Wholesalers / Internet Pool Group LIner order

I recently ordered a new liner. After completing the measurements of their form, i discussed the form with Jim (their salesperson) and how i was confused about the one break line measurement (box V). Though I made clear to Jim that I wanted the break line to be where the diagonal was for Box Z. I stated this more than once, he said OK more than once.

After i received and installed my liner, i notice the break line is in the wrong area and the liner will not work. I call and email customer service. During the phone conversation the person says the manufacturer built what i had listed on my measurement form, which is true. But they did not build it as I had discussed with Jim, putting the break line on the 19 foot Box Z measurement. She said there was nothing she could do and to call manufacturer. Absolutely useless customer service dept. Their response is always, manufacturer built what was on the form. It is irrelevant to them that their staff did not perform or follow policy of telling me to fix and fax back. In essence they are saying, even if our staff doesn't do their job of identifying errors on measurement form, it is still my fault.

First of all, what are they getting paid for in this process, to just take my fax and fax it on to the manufacturer? Do they not train their staff well enough to recognize that the “2” i put in Box V should have been a Zero if i wanted my break line on the Z line. If their policy is as they say and their staff is trained properly, Jim should have said, ok, if you want the break line where Box Z is, you need to change Box V to zero. He did not do this. He just said ok when i stated where i wanted the break line.
I then get an email response from customer service stating that their staff isn't allowed to write on the measurement form and that if changes needed to be made I had to make them and fax back. This after i emailed them and made clear that this is not what their salesperson did. They basically said, too bad, and closed the ticket. I was never told this when i told Jim where i wanted the break line, he just said ok.

When i called Jim back and discussed with him, he was sympathetic and he agreed that I discussed with him where i wanted the break line. Trying to fair, i said, I am not asking for liner, all i ask is that you process my order at cost with no mark up. This way they don't lose any money and still made the profit from my original order. I even spoke with the manufacturer who agreed to discount the liner to them, but said i still had to purchase through their distributor. I said ok. Jim agreed to do this on Weds. June 2nd. He also agreed to "rush" it so that i would have time to get installed before July 4th. I have since, called, faxed and emailed Jim numerous times on Thursday, Friday and today. Now, i cannot get him to respond. I am approaching July 4th with a pool that cannot be used.

I think i have been more than fair and yet i seem to be getting the ignore treatment now, and I don't understand why. To make me happy all they needed to do was process my new order at cost, which would cost them nothing but 5 minutes of their time.

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Update by Christopher O
Jun 09, 2010 6:58 pm EDT

"Jim told the customer he cannot answer questions on how to layout the breakline when the customer kept asking."

You are a liar. Jim acknowledged 2 times when i stated where i wanted the break line. Jim said nothing about changing the form and faxing back. Jim also agreed when i called him back that i told him where the breakline was and he agreed to rush me another liner at cost because of it. You, my friend are a chronic liar.

"Jim said he will get back to the customer after he gets a response from Kafko."

I talked to Tony at Kafko and he told me Jim contact him last Weds and yet here we are a week later after my many phone calls, faxes and emails and Jim has not contacted me. You are a liar.

"No one ever said that there would be a free liner"

Can you even read? Who said anything about a free liner? Try reading what i wrote, liar.

People, DO NOT USE this company, they will RIP YOU OFF. They are a rinky dink outfit.

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cgo
rossville, US
Aug 05, 2010 3:48 pm EDT

This company rips people off and they do not care at all.. I would not give them anything because they will take your money and if it does not work out they will not give you the warranty at all. They do not check voicemails just ask ryan from gli very worthless guy they can not send an email but he wants you to. National pool wholesaler will not help you out either with anything., ...

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SiteChecker
Okeechobee, US
Jun 09, 2010 6:30 pm EDT
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National Pool Wholesalers does not measure pools for customers. We take orders and process them for the customer. We do not take measurements over the phone. All pool dimensions are written by the customer. Customers are advised to call the MFG if they have any problems with the measuring of the pool for accuracy.

Jim told the customer he cannot answer questions on how to layout the breakline when the customer kept asking.

The liner was built to the specs that the customer wrote on the page.

Anyone can contact us for a copy to veiw the real information about this sale.

Customer will need to buy a new liner if they need a new one as they wrote the wrong information on the page.

Jim said he will get back to the customer after he gets a response from Kafko. Kafko informed us there will be a 15% discount to the customer since they will try to work with the customer due to the customer error.

No one ever said that there would be a free liner. The customer was awaiting what the outcome from Kafko would be based on the liner specs that the customer sent.

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C
8:16 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

National Pool Wholesalers / Internet Pool Group the worst customer service andot clue on the products they sell

I ordered a part based on the filter model, i thought i was talking to knowledgable person, they told me the part i needed, well they were wrong, charged me an astronomical restocking fee and delivery put on holdcharge, it only took minimum 8 attempts and a week and half of phone calls only to be practically double charged, above all this they must gave me about 4 different price's for returning the wrong part.
HANDS DOWN THE WORSE PEOPLE TO DEAL WITH, DO NOT BUY FROM THIS COMPANY ...YOU WILL ONLY GET JERKED AROUND UNTIL .

Read full review of National Pool Wholesalers / Internet Pool Group and 4 comments
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Christopher O
Hillsborough, US
Jun 09, 2010 6:50 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

"Jim told the customer he cannot answer questions on how to layout the breakline when the customer kept asking."

You are a liar. Jim acknowledged 2 times when i stated where i wanted the break line. Jim said nothing about changing the form and faxing back. Jim also agreed when i called him back that i told him where the breakline was and he agreed to rush me another liner at cost because of it. You, my friend are a chronic liar.

"Jim said he will get back to the customer after he gets a response from Kafko."

I talked to Tony at Kafko and he told me Jim contact him last Weds and yet here we are a week later after my many phone calls, faxes and emails and Jim has not contacted me. You are a liar.

"No one ever said that there would be a free liner"

Can you even read? Who said anything about a free liner? Try reading what i wrote, liar.

People, DO NOT USE this company, they will RIP YOU OFF. They are a rinky dink outfit.

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SiteChecker
Okeechobee, US
Jun 09, 2010 6:32 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

National Pool Wholesalers does not measure pools for customers. We take orders and process them for the customer. We do not take measurements over the phone. All pool dimensions are written by the customer. Customers are advised to call the MFG if they have any problems with the measuring of the pool for accuracy.

Jim told the customer he cannot answer questions on how to layout the breakline when the customer kept asking.

The liner was built to the specs that the customer wrote on the page.

Anyone can contact us for a copy to veiw the real information about this sale.

Customer will need to buy a new liner if they need a new one as they wrote the wrong information on the page.

Jim said he will get back to the customer after he gets a response from Kafko. Kafko informed us there will be a 15% discount to the customer since they will try to work with the customer due to the customer error.

No one ever said that there would be a free liner. The customer was awaiting what the outcome from Kafko would be based on the liner specs that the customer sent.

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Christopher O
Hillsborough, US
Jun 08, 2010 4:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have had similar experiences with this company. Their staff is unprofessional and not properly trained. Jim, the person i spoke with was useless when discussing my liner. There was one measurement on their form that was confusing. It was the measurement identifying where the shallow-deep break line was. I told Jim where i wanted the break line 2 or 3 times during our phone call. Each time he said, ok. He obviously did nothing but ignore it and sent my form on to the manufacturer without communicating it what i wanted.

When i received the liner the break line was wrong. I contacted customer service and they said, too bad, Jim was supposed to tell you to change the form and fax back because they arent allowed to change anything on the form. Of course Jim never did this and their customer service said, too bad.

I called jim and he agreed i told him previously where i wanted the break line. In an effort to be fair and get a replacement liner quickly, i said i would be willing to pay cost, costing them nothing to replace. I called the manufacturer who agreed to discount liner even further for me.

Jim said he would call the manufacturer, Kafka pools, and get me a new liner asap. Jim even called the manufacturer to ensure what i said was true and get the discounted price.

Now i cant get Jim to respond to my numerous phone calls, faxes and emails. Why would any company act this way. To fix the problem and ensure a somewhat satisfied customer, all they had to do was replace the liner at no cost to them.

This is the worst company i have ever dealt with. If i ran my company this way we would be bankrupt.

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C from Middletown
Middletown, US
May 28, 2010 8:03 am EDT

Agree 100%. I actually ordered and received the correct part however the box was damaged when it arrived so I contacted them immediately to see weather or not to open the box. They advised that if I refused and FedEx picked up that as soon as they could see it on the website they would ship another out (Dana - Employee). A couple days later FedEx picks up and two days after that it was able to be seen on the website that I had refused the package and that it was picked up and in fed ex's possession. I called back and spoke to Allison who informed me that Dana was wrong and that a new one would not be sent until it reached their warehouse. That was the final straw; I stated that I then wanted a refund instead. She advised no one could process a refund except Dawn. So the next day Dawn was supposed to call me. Of course she didn’t so I called several times before speaking to her. She stated on 5/19 that she was processing refund and would be about 7 days to see in my account. Of course I call 2 days ago because I never know if they are being honest and sure enough the refund was never processed. But it would be processed on this day and she would call me after bookkeeping did their part. Surprise! Dawn had never returned my call on this. I am filing paperwork with my credit card to get the money pulled back from them and they advised that this sounds rather fraudulent and to file a police report which I will be doing today. Terrible and unknowledgeable. Also I did email the president of the company twice with my email and phone number. Surprise again! He never called either. But he posts all over the web how people are posting bad things about them because they are his competition. Sounds fishy huh? Well it is.

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