• Report: #21413

Complaint Review: Recreational Factory Warehouse

  • Submitted: Thu, May 23, 2002
  • Updated: Sun, June 23, 2002

  • Reported By:Flat Rock NC
Recreational Factory Warehouse
Greer, South Carolina U.S.A.

Recreational Factory Warehouse ripoff Greer South Carolina

*REBUTTAL Owner of company: renee confusion and misleading information

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First of all don't think having Recreational Factory Warehouse set up the installation of your pool helps with your warranty. There's only a 30 day warranty on installation and they contract out the work, saying that Tri State is a totally separate company even though their office is right behind their store, huh?

The installers came and one couldn't even speak english.
The wind caught the pool while they were putting it in and my husband and I had to catch it and hold it for them to put back up. Then the guy walks in the sand (which there wasn't enough put down) and leaves his footprints. Real nice to walk around and feel footprints in the bottom of the pool.

Last Sunday we went outside to find our pool leaking extremely fast. After all the water went out (which by the way, the water cost us $275.00 since we are on a well and the fire dept. delivered it) we found the seam had come loose about 5 inches in length. My husband called Recreation Factory Warehouse and they said if it wasn't a seam then they wouldn't be responsible and if it was a seam then we would only get 50 to 60 percent off.

The pool was two years old last month and really not used alot except by me. The man told my husband to cut out an area about 3 feet around the seam and bring it in for an adjustment. This seam thing sounds like a factory flaw and Recreational Warehouse will probably be sent a new pool by the company to replace this one. What does that mean?

They just made clear money off of us. Oh yes, and it costs to have the new liner installed too. Do yourself a favor, don't buy from them and have the headache we have.

Flat Rock, North Carolina

This report was posted on Ripoff Report on 05/23/2002 01:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/Recreational-Factory-Warehouse/Greer-South-Carolina/Recreational-Factory-Warehouse-ripoff-Greer-South-Carolina-21413. 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 REBUTTAL Owner of company

renee confusion and misleading information

AUTHOR: Brian - ()

This customers pool was in the third season and up to this point there had been no contact from them or issues over product, installation or warranties.

The buyer selected the install company . We have no requirement as to who does the work . In many cases these pools are customer installed . This buyer opted for the Tri State install company who leases space at the store to do the work . The buyer reviews the install agreement, signs , initials 6 times various items they ( Tri State) do or do not do . The contact clearly states the buyer is contracting someone other than Recreational Factory to do the job .

The 30 day issue is on labor to install and has NOTHING to do with product warranties which range from 5 years to 20 depending on the item .All warranty issues are handled right at our store as a further convenience .

This customer called and reported a seam separation after 3 seasons use . It is highly unlikely that a seam would fail afer this period of time as usually this problem is quickly seen upon water filling of the pool . They were told this but still were sure it was a seam . They choose not to have a service call ( $55 ) to have someone come out and check the nature of the problem which would avoid draining of the pool . A simple underwater patch could have been applied.

They drained and cut the damaged section out , brought it to the store and were shown that the tear was not even close to the seam and had been caused by some other instrument ( a toy , broken branch , vandilism , etc ) but was not a seam separation and thus not a warranted item .

Warranties on the liner would consist of replacement of the liner and nothing else . Their written warranty explains that and reference to water , etc. is untrue as to be covered .

Regardless , as a goodwill gesture , not being a warranted issue , the customer was offered a new liner at 1/2 cost . We have gone above and beyond the warranty as we try to do in all cases . I suppose this was not good enough but the limit for goodwill is as stated .

The consumer makes untrue statement and accusations that border on deflamation of our well respected reputation in the market place we have worked hard over the past 9 years to establish . It is somewhat comforting to see only 2 complaints , however unjustified , over 9 years and over 4,000 pools sold in our market area . We are always prepareed to discuss this and all situations with customers or potential customers to establish a good level of buyer comfort .
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