The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Paradise PoolDefective products

I purchased and had installed a new pool liner on 4/28/2004 at a cost of over $1, 000.00. Paradise pool told me the liner was under warranty for any defects through the manufacturer. I was told I had a warranty with Paradise pool also.They sent out young boys to install the new liner. I noticed when the workers left that the liner was inside out. I called Paradise pools and they came back and corrected the problem. About 3 days later I noticed that the liner was leaking and I was losing water. I contacted the company and they sent someone out.

They stated that the liner was leaking somewhere and that they would patch the liner. I expressed that I wanted a new replacement since the liner was only 3 days old. I did not want a patch on a liner that I spent so much money on. They said they would get back to me. I did not hear from them for a few months so I called every month for the last 2 years and was told that someone would contact me to set up an appointment to look at the liner. I also contacted the BBB. They stated that they received a letter from Paradise Pools and feel they did no wrong.

I am now told that the liner warranty will only cover leaks that are in the seams, but to find out where the leak is I need to pay someone to find it. I am also told that the warranty from Paradise Pools is no longer valid. This liner was either defected to begin with or the installers caused a hole. Either way, no one will help me get a new liner. I feel the company intentionally avoided me long enough so that their warranty would not have to cover the cost of a new liner. I don't know what to do or who to call. My pool leaks so bad that I have to keep putting water in it even in the winter.

This company should be responsible for the liner and refilling the water. Please help me! I don't have another $1, 000.00 to replace the liner again. I am getting nowhere talking to the company.

Responses

  • Fr
    frustrated pool owner Aug 29, 2011

    I would urge anyone considering paradise pool builders to quickly end that consideration.Tom gomes(owner) does not live up to his promise of good customer service.As a matter of fact, I am unable to get ANY customer service from paradise pool builders.I smelled gas from my pool gas heater and when I called and spoke with his secretary joanne, I was told to not use it and they would have someone check it when they closed the pool.I waited 10 months before I actually had to have another company come check the heater.Although they found nothing wrong with the heater, I find it a big problem that paradise pool builders never sent someone to check whether there was a gas leak or not.Tom gomes' attitude was that they found nothing wrong so it didnt matter that he never had someone come check it.I wonder what he would have said if there was actually a leak and someone got hurt.I called him today to tell him my liner had come off and we were stilll under warranty, and since we had held off paying him for opening my pool because he never checked the heater, Tom said he wasnt going to fix the liner.Once again I had to pay another company to come fix my liner when I am still under my initial warranty.(is it a warranty if they dont live up to it?)I will have to go after paradise pool builders legally to get my money reimbursed.I cannot say it loud enough--DO NOT USE PARADISE POOL BUILDERS unless you like broken promises and worse than poor customer service

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