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

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.