Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The pool company broke the seal with the light conduit and is refusing to refund hired diver cost to find leak after liner replacement. Pool was not leaking prior to light inspection and liner replacement. Lipps manager stated refund of diver cost would be provided if his team was found to be at fault. Diver noted that conduit hole was not epoxied which resulted in 1/4 inch water loss per hour for approximately 16 hours before being repaired by diver. Lipps management/owner is now denying liability despite having done the work inadequately on the light.
Business response
06/24/2023
Hello,
Please see attached email chain which shows that we have responded to and explained this to the customer. Specifically the below response that is contained within the email. Also attached is a copy of the divers report sent to us by the customer as well as a copy of the liner agreement signed and initialed by the customer that validates the below response.
Sent to customer on 6-23-23 at 3:28 pm. "Per the divers report, the leak was in the electrical conduit. The conduit is the pipe that the light cord is inside of. This is not something that is removable. It is behind the pool wall and under the concrete and is only accessible during construction of the pool. Conduit can develop leaks, but it is due to settling and ground movement. Replacing a liner does not disturb the conduit.
Line 4 towards the bottom of the Liner paperwork specifically addresses this. "Lipps Pools is not responsible for any leaks known or unknown in the plumbing, to include the light conduit". This is one of 6 things we specifically bring to the customers attention and have the customer initial at time of purchase. Please see the attached copy of your liner paperwork."
Thanks
Mike
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.