Ordered and inground pool kit from this company. What a mistake. Kit was missing parts and other items I ordered. I understand peopel make mistakes etc. and perhaps just left stuff off my order. However when trying to approach the company to resolve - that is were things went sideways. You have to create a profile and open up a support ticket before you can chat with a customer rep. So I opened up my support ticket - company claims response within 10-15 minutes - which is a joke. After several hours I opened up a chat - was connected to Jim S. which I have found out he is the Customer Service Manager - he tried to almost immedialty get me off chat so he could call me... He did call ONE TIME! Promised to resolve my problem same day - what a joke - cant get him back and my online case indicates I already received a response. So customer service of this company is a joke - BUY ELSEWHERE!!!
I did call the Sales Line to see if perhaps they could help - and to my surprise - THEY ANSWER THE PHONE!! HOWEVER ONCE THEY FIND OUT ITS A PROBLEM AND NOT A SALE - THEY CANT HELP YOU!!!! Call Customer Support - I did try calling several times - you just listen to music - no one picks up... SURPRISE!! SURPRISE!!!!
I have opened up a dispute with my credit card company. I am thankful I did not do a bank transfer to this company.
To my fault - check out Better Business review of this company. Check out other reviews - I should have!!
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. 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.
National Pool Wholesalers, Inc. Reviews
Ordered and inground pool kit from this company. What a mistake. Kit was missing parts and other items I ordered. I understand peopel make mistakes etc. and perhaps just left stuff off my order. However when trying to approach the company to resolve - that is were things went sideways. You have to create a profile and open up a support ticket before you can chat with a customer rep. So I opened up my support ticket - company claims response within 10-15 minutes - which is a joke. After several hours I opened up a chat - was connected to Jim S. which I have found out he is the Customer Service Manager - he tried to almost immedialty get me off chat so he could call me... He did call ONE TIME! Promised to resolve my problem same day - what a joke - cant get him back and my online case indicates I already received a response. So customer service of this company is a joke - BUY ELSEWHERE!!!
I did call the Sales Line to see if perhaps they could help - and to my surprise - THEY ANSWER THE PHONE!! HOWEVER ONCE THEY FIND OUT ITS A PROBLEM AND NOT A SALE - THEY CANT HELP YOU!!!! Call Customer Support - I did try calling several times - you just listen to music - no one picks up... SURPRISE!! SURPRISE!!!!
I have opened up a dispute with my credit card company. I am thankful I did not do a bank transfer to this company.
To my fault - check out Better Business review of this company. Check out other reviews - I should have!!
Buy elsewhere - not from this company!!
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. 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.