• Report: #1062685

Complaint Review: Family Pool Fun

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  • Submitted: Thu, June 27, 2013
  • Updated: Thu, June 27, 2013

  • Reported By: Susan — Alabama
Family Pool Fun
316 West Broadway, Browns Valley, MN 56219 Browns Valley, Minnesota USA

Family Pool Fun AKA BW IncBacker Wencel Inc Family Pool Fun rips people Off Browns Valley Minnesota

*UPDATE Employee: We are willing to resolve any concerns you have...

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I purchased a $2400.00 plus pool from Family Pool Fun back in April. I had it installed in May and after the pool installer ($1,000 )  put it up we noticed that the wall had dents all over it. The rails that hold the walls up are very flimsy. The top caps do not even fit on each other. The rail that holds the wall is only about 1/2 tall.Barly tall enough to hold the wall.The liner is so thin, I even tried to upgrade my liner but Mr Backer assured me this was a great liner.  After we had the pool filled at a cost of $500.00 the ladder began to float, the cheap plastic hoses that go to the pump leaked. So I took pictures of our wonderful new pool and contacted Mr Jay Backer (VP) At that time he infomed me to email pictures and I did. Two weeks past and I had not heard from Mr Backer so I emailed him. Mr Backer than informed me that he never received pictures from me. So I emailed them two different times. Several days passed and I had not heard from Mr Backer so I contacted Mr Backer again. At that time he told me that my pool installer did not install my pool correctly. I asked Mr Backer to please explain what my pool installer did wrong and I have never heard from Mr Backer again. In all reality, Family Pool Fun has $2400.00 plus, of my hard earned money and we have a pool with a floating ladder,leaking hoses,cheap rails,dents and cheap track for the wall. My installer told me that this pool is about a $700.00 wholesale pool. To bad I didn't talk to him before I purchased mine. Mr Backer is a sweet talking sales man. Even said he has the same pool and has had it for 8 or so years and its wonderful. I thought I should call and talk to Mr Backers boss but I soon found out that his son or brother Jeff Backer Jr is the president.. so no point. Why contact customer support when it is Judy Backer. So it looks like there all related and crooks so why waist anymore time. They will not answer my emails.Pool is still under warranty but they  will not stand behind this.  What ever you do please do not purchase a pool fro Family Pool Fun.

This report was posted on Ripoff Report on 06/27/2013 05:02 PM and is a permanent record located here: http://www.ripoffreport.com/r/Family-Pool-Fun/Browns-Valley-Minnesota-56219/Family-Pool-Fun-AKA-BW-IncBacker-Wencel-Inc-Family-Pool-Fun-rips-people-Off-Browns-Valley-1062685. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

We are willing to resolve any concerns you have...

AUTHOR: FamilyPoolFun.com - ()

We're very sorry you feel this way about our company.  We work very hard to ensure that our customers have the best shopping experience possible, but we acknowledge that during the busiest time of the swimming season we do sometimes get behind with customer support, and for that we apologize.  We are a small, family-owned and family-operated business, which most people consider to be an advantage over dealing with a large, impersonal corporation, and it is in our family's best interest to keep our customers happy.

I've looked over the notes regarding your order and see where Jay has worked with you to resolve some of your complaints, even agreeing to send a new ladder if necessary.

The particular pool you choose is an entry level model, but it is still a very well designed pool and, even after several years, continues to be our most popular pool ever.  The posts are 5.5 inch wide stamped steel, the top ledge is a full 6 inches and is constructed from a single 14 inch wide piece of steel, and the bottom track is double-rolled steel for added strength.  Although the individual pieces may not seem very strong by themselves, once assembled, they create a very rigid, durable frame that rivals pools costing much more.  This pool is covered by a 30 year warranty.

The liner is an industry standard, 20 gauge above ground pool liner produced by a quality manufacturer and is the exact same liner sold by pool dealers and suppliers throughout the country.  The liner is covered by a 15 year warranty.

I reviewed the 2 pictures you sent, and it does appear that the pool is not installed properly.  From the photo showing the entire pool after installation, there is a noticeable tilt between ground level and the angle of the upright posts, and it looks like this has resulted in the wall and top rail being slightly out of round. The pool frame is engineered with exact-fit components.  There are no universal parts.  So, it is absolutely critical to ensure that each part is square and level before moving on.  The amount of irregularities noticeable in the picture could explain why you may have had trouble getting some of the parts to fit properly. 

While we are more than happy to stand behind the products we sell, I hope you understand we cannot guarantee any pool that is not assembled and installed properly.  Even so, we are willing to continue to work with you for a resolution. 

However, we do not condone the use of forums such as this to work through disputes.  While RipoffReport.com sells itself as a platform for consumers to exercise their right to free speech, it also engages in the questionable practice of demanding large fees from businesses and individuals who feel they've been unduly criticized or slandered publicly and who simply wish to resolve a complaint.

Instead, we offer customers a feedback process that allows them to voice concerns via an impartial, third-party meditated feedback system.  Your complaint will be arbitrated on the assumption that you genuinely want to find a resolution.  It does not appear that you have taken advantage of this system.  You should have received an email for this feedback service within 5 days of placing your order.  If you cannot locate that email, please let me know by emailing feedback@familypoolfun.com, and I will ask the feedback company to resend the invitation.

Again, our concern is to make sure you're happy, and we'll do whatever we can to resolve this situation to everyone's satisfaction.

Thank you.



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