• Report: #1058512
Complaint Review:

National Pool Wholesalers

  • Submitted: Wed, June 12, 2013
  • Updated: Thu, May 15, 2014

  • Reported By: AcePhoenix — Springfield Illinois
National Pool Wholesalers
1934 Center Street Okeechobee, Florida USA

National Pool Wholesalers This Pool Company Could Drown in their Own B.S. Okeechobee Florida

*Consumer Comment: Wow

*Author of original report: Company Issued Refund

*Author of original report: Can a Resolution be ANY SLOWER?

*Author of original report: One More Thing to Be Wary of this Company

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I wouldn't recommend this company to my worst enemy . . . Do not under any circumstances use this company, National Pool Wholesalers (www.nationalpoolwholesalers.com), or any of the many other "company fronts" these shysters use: (e.g. www.discountpoolkits.com; Internet Pool Group, LLC; www.glipoolproducts.com, etc.

We ordered a replacement pool liner, skimmer, and rails from Discount Pool Kits on 05/07/2013.  Because of all the severe storms that we incurred in the midwest through the month of May, weather did not permit us to attempt this on previously scheduled weekends.  On this past Saturday, June 8, 2013, we spent about 5- 6 hours removing the old liner, and hardware off of the pool, sifted through anything on floor, added new sand, built cove on outer edge.
. [continued below]....


Then we opened the box received from Discount Pool Kits for the first time.  The box did not have to be cut on top, as the lid lifted off.  We removed the pool liner, and unfolded it inside the pool as instructed.  Then we rolled the liner out in both directions.  As we lifted the liner up along each wall, we immediately noticed a 1"-2" vertical hole in the wall side of the liner, about 3" up from the floor.  We could not proceed any futher, so all of our friends who had gathered to help were sent home, and we removed the liner and immediately sent an e-mail to Discount Pool Kits to advise them of the defective liner upon receipt and requested a replacment.

We received a response the next day (which I didn't see until Monday).  It advised us to create an account and submit a customer service ticket, which we did, with a description of problem.  We received a response back advising the "the damage to your liner is not the result of a manufacturing defect and is not covered under the GLI Above-Ground Winyl Liner Warranty.  Our apologies for the inconvenience."

We immedaitely wrote them back stating this was not a "warranty issue" but an item that was not received as described (had a frickin' hole in it) and was defective upon receipt.  At one point, my fiance was able to speak to someone (that was a miracle in itself) and she was told that the one department that was telling her this was a warranty issue was incorrect and that she needed to go back to them.  The customer service at this company (or should I say companies with all the bogus names they have, depending on what agency they are hiding from) is absolutely non-existent--period!  

Any attempt to contact these people with the numbers available online on their websites or with numbers given in their e-mail responses take you to an automated answering system, where any option is to (you guessed it) to submit a service ticket).  Finally, we selected the Sales People option (for which you are given a huge disclaimer that they can't handle warranty issues, etc.) and demanded to talk to a supervisor.  I was hung up on once, and the second time, cut off and put back into the voice mail.  She was hung up on 4 times.  Now we're having to deal through Paypal in an effort to get a replacement or refund.  We are not willing to play this "bounce-the'customer'around" game between National Pool Wholesalers' companies, nor proceed with this as a "warranty issue" as this is not an accurate description or starting point to resolve this issue.

It's clear that this company should not even be operating.  There are currently 83 complaints listed on the Better Business Bureau site against them, 84 with my complaint filed yesterday.  Other consumer advocacy websites, such as this one also have numerous complaints against this company, all stemming around their products received in unacceptable condition, as well as nightmarish hassles in trying to deal with their customer service (which I don't think is even a concept at this company).  We have never dealt with more rude people in our life.  To make matters worse, out pool frame, which is obviously unstable due to no water being it it, and some of the hardware still off (awaiting a replacement liner) is exposed to possible damage, should further storms pass through prior to getting the liner/water back into our pool.

My next step is to file complaint with the Florida State Attorney's Office as well as locally; and if necessary to take legal action.  Let's hope it doesn't come to this.  If this company doesn't step up, I will make it my mission to take them down.

This report was posted on Ripoff Report on 06/12/2013 07:03 AM and is a permanent record located here: http://www.ripoffreport.com/reports/national-pool-wholesalers/okeechobee-florida-34974/national-pool-wholesalers-this-pool-company-could-drown-in-their-own-bs-okeechobee-flo-1058512. 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 Consumer Comment


AUTHOR: Water Baby - ()

 I ordered a pool cover from these people and an air pillow. The air pillow will not hold air and tried to contact them and received the run-around. That is when I found all the different names this rip off uses. 

I feel bad for those who had large purchases and lost money. Thank goodness I only lost $17 bucks but will be very careful now on checking out online stores!

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#2 Author of original report

Company Issued Refund

AUTHOR: AcePhoenix - ()

After one month, since we originally filed complaint, the company issued a refund to us on 07/12/2013 for the amount of $133.27.

We appreciate the company working with us to resolve this issue to our satisfaction, and we respectfully consider the matter resolved and our complaint closed.

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#3 Author of original report

Can a Resolution be ANY SLOWER?

AUTHOR: AcePhoenix - ()

Here is an update for everyone.  Over a week later, and much wasted time communicating through non-productive one-way correspondence, and them not working over weekends, we received a response today:

"We are going to have FedEx
pick this liner up, please make sure the liner box is closed and ready for pick
up. A refund will be issued when this is returned.

Thank you"

Again, this is the mentality and caliber of people we are having to deal with.  Seriously!  It took them an entire week to decide IF they were going to issue a refund.

We of course had to write them back and ask the obvious questions:

  1. Are we sending only the pool liner back (in fairness, it does mention the liner in their response)?
  2. What exactly is being refunded?  Because we paid $65.50 for the liner and $41.76 in shipping (the majority which should have been for the heavy liner).  Since the liner was defective, and you didn't send a replacement (I'm sure we could expect that by the END of the summer . . .), 95% of that shipping should be refunded as well.
  3. When exactly is Fed-Ex going to pick this up?  We weren't exactly home, so if we were given no advance notice, then you risk a "customer not home" scenario, which I'm sure the company would play off as a "Customer refused pick-up" or something of that sort.
  4. Again, my fiance' has asked them for the umpteenth time to just call her, so we can get all the specifics, questions, and resolution resolved at one time, instead of dragging this out into a 25-part mini-series.

On the face of it, it sounds like this company (with various names) is trying to resolve it, but at the same time, so far, it seems more like a "frustrate and wait-out-the-customer" agenda.

We are NOT satisfied yet.  Also contemplating, if not resolved, if there are grounds for a possible class-action lawsuit against this company for fraud.  Not sure how they achieve (and notice how all their company fronts have the same 9.7% approval rating out of 10) their high customer service rating, given the fact that all the reviews are almost unanimiously negative (and that's putting it kindly) in nature.

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#4 Author of original report

One More Thing to Be Wary of this Company

AUTHOR: AcePhoenix - ()

I wanted to provide a quick update.  In addition to the concerns mentioned in my original report, this should ALSO give great concern to anyone considering purchasing any products from National Pool Wholesalers; Discount Pool Kits; GLI Pool Products; Internet Pool Group, etc.

This is basically a snapshot of their warranty on their products, which in my opinion, basically amounts to "whatever we send you--you're stuck with."  It's hard to imagine that this company has any repeat customers.  Not a good policy approach for any company.  Take a look . . .

This warranty is to be used only by the original retail consumer purchaser. In most cases defects show up almost immediately [emphasis added]. Mechanical damages (rips, tears, punctures) of any kind are not covered by this warranty.

This warranty does not cover, nor is it limited too, negligence, improper installation, wind or ice damage, accidents, acts of God, or improper chemical utilization. Irregularities in printing, fading or damage resulting from acts of others, including improper handling and storage are specifically excluded.

As material used in pool liners are not produced by us, any failures due to material defects are to be referred to the manufacturer of such material.

The warranty is void against shrinkage if pool is emptied: pool should be cleaned
with proper filtration and chemicals. Irregularities in printing, fading or damage resulting from acts of others, including improper handling and storage are specifically excluded.

Other than obvious abuse on the part of the customer, prior to complete installation of the liner, this is an unacceptable policy from where I stand.

Again, in our situation, this pool liner was discovered defective upon being opened and unfolded in the proper manner as instructed.  Based on their "We're Not Accountable for Anything That We Sell" policy, we're not even sure at this point that we would accept nothing less than a full refund and take our business elsewhere.  I don't know if we could feel comfortable with receiving anything from them at this point.

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