Family Pool Fun BUYER BEWARE Browns Valley Minnesota

familypoolfun.com - BUYER BEWARE. 

This narrative might be a little long, but you would be wise to read it if you are considering a pool purchase from this company. 

I purchased a Tempest 52" Above Ground Pool from this company in August 2013.  Prior to purchase, I had several conversations with Mr. Jay Backer who is, apparently, the only sales rep for pools (and owner) for this company.  He will talk to you like he is your new best friend, and he will tell you what you want to hear. 

My concern before purchase was my proximity to the ocean and the effect of possible rust on the pool structure. I clearly expressed this to Mr. Backer.  He assured me that he sold these pools to people like me all the time and never had a problem.  Plus the pool had a 25 year warranty.  So, I purchased the pool, and it was the best investment for my kids that I ever made. 

Unfortunately, by early December 2015, I had serious rust starting to show along the top railings of the pool. The rust had actually eaten through from the bottom side of the metal on several panels, creating holes visible from the top.  I contacted Mr. Backer about the situation and he requested photos.  After approximately a week, he responded that he did not get the pictures so I resent them, and called several days later to confirm. Mr. Backer said that he had received the photos, but it would take 2 months to work with the Canadian company that made the pool. I thought this a little strange. He informed me that the company was very difficult to work with when it came to warranty issues, so it would take that length of time. 

By mid February, I sent an email to Mr. Backer requesting an update on my pool situation.  Two days later he ask me to resend the pool pictures again.  This is now two months after I had sent the original pictures. I tried calling Mr. Backer several times, but the answering secretary would always tell me that he is on the phone with another customer.  He did not return my calls.  By mid March, I had not received one email or return phone call about my pool warranty.  I then sent an email to Mr. Backer reminding him of my warranty and that if the pool company that made the pools was so difficult to work with, then perhaps utilizing the Minnesota Better Business Bureau might be an option.  Still no response from Mr. Backer.

I then attempted to call him directly, but only got his phone secretary once again.  I clearly explained my situation to her and she said she would pass on my message.  Within 5 minutes, I received a call from Mr. Jay Backer.  He immediately began to berate me, non stop, for contacting him about my pool which he said he was working on.

I AM THE CUSTOMER.

I tried to explain that I was simply asking for an update, but he refused to let me speak and continued to berate me.  He told me that I could contact who ever I want, the Better Business Bureau, or even the President of the U.S. and it would only make him put my problem on the “back burner”, his exact words.

When he finally finished his narrative, I would try to explain how the rust was getting worse, but he would immediately accuse me of "talking down" to him, and once again continue to berate me.  He finally said goodbye and hung up on me.  Never have I had a vendor speak to me the way Mr. Backer spoke.  This was familypoolfun.com customer service. 

After several days I finally decided to contact the company in Canada that sells the pools to familypoolfun.com.

I explained my situation to them about Mr. Backer with whom they were quite familiar, and I was promptly informed that they no longer did  business with him.  The Canadian company was also disturbed that Mr. Backer had sold me the Tempest pool because it was not approved for homes near the ocean.  I should have been sold a resin coated pool.  When I asked why he would sell me a pool that I clearly explained would be near the ocean, it was suggested that, perhaps, Mr. Backer was trying to get rid of Overstock.

The lady I spoke with at the Canadian company was very nice, said I could get the rusting panels replaced, but that they to would eventually start to rust.  She informed me that my best option was to purchase a resin pool which is compatible with my environment, and that is what I will do.  And I will also purchase it directly from the Canadian company at very acceptable pricing. 

CUSTOMER ADVICE.  Before you buy from familypoolfun.com, do your research.  Start with Mr. Jay Backer’s view on his supposedly excellent customer service and his justification of why his company is not in good standing with the Minnesota Better Business Bureau.  He will try to impress you with his online site, “Where’s the BBBeef” narrative.  He throws out a lot of funny numbers and sugarcoats deficiencies trying to prove why his company is so good and has great customer service. 

But the bottom line speaks for itself.  There is a good reason why familypoolfun.com has an average to below average rating and is NOT accredited by the BBB. His company, B.W. Incorporated (Backer Wencel Inc),  has received 2.64 out of 5 stars based on 5 Better Business Bureau Customer Reviews and a BBB Rating of C. This apparently applies to many of their products, and not just their pools.

Mr. Backer just doesn’t see it, or want YOU to believe it.  They have far more complaints than positive reviews.

Here is just one website of many: 

bbb.org/minnesota/business-reviews/go-karts/b-w-incorporated-backer-wencel-inc-in-browns-valley-mn-14001779/Customer-Reviews

If you have, or have had pool problems with this company, please forward your information to my  email address, familypoolNOTfun@hotmail.com.   I will continue to collate all data and distribute it online periodically for potential customers to review.  If interested, I can show pictures of what my pool looked like after just two years, and provide numerous links for your review that will give a better understanding of what you can expect for customer service from this company.

Poor service companies should be held accountable. 

FINAL NOTE.  familypoolfun.com  does have a good website for viewing different pool options and equipment.  I would suggest using their website to find a pool you might like, but then go elsewhere for purchase.

Mr. Backer is just a middleman. 

You can buy from HIS vendor or another at a reasonable price, and you won’t get the false information that Mr. Jay Backer provides so freely.  BUYER BEWARE.