| Frontier Pools |
| Customer Service |
| 6th of Aug, 2011 by scoats3471 |
Beware!! Before you buy a pool from Frontier Pools, Fran McCullah or Bobby McCullah, or allow them to install your above ground pool, do some research. There are some very unhappy customers out there just as I. Also search the BBB under BW Pool Installers and you will find they are F rated. Our pool was only up for 3 weeks before there was a tear in the bottom due to the lack of sand in the bottom, which their company says they provide. All the plumbing leaks because the pvc was not primered. They will argue with you saying you do not have to primer the pipe, guess they know best. He walked off the job repairing the pool because my neighbor told him you have to use primer. After calling them about the leak it was 4 or 5 days before I finally called them again and sent them an email. His reply was very shocking considering they are a business and we were a paying customer and spent almost $5,000.
Here is the emails:
On Tue, Jul 19, 2011 at 6:28 PM,
I need you to give me a price on the foam ring that goes around the bottom of the pool. This whole pool ordeal has not been a good experience for you or us since the day you deposited my check, but we need to try and get this mess resolved. From the beginning we said exactly what we were doing with the pool, at no time was it mentioned that we needed all this stuff to prevent the tears. We were told to wait before back filling and we gave it more than the required time. Now we have three areas of the liner that have been compromised and I have to drain then refill the pool, which will be another expense, and I am being told we needed to do all these other things to prevent this. We also hauled in 2 yards of sand because we were told it took at least that if not more when putting the pool in. Then we were told by someone else that that was too much sand, you dont use that much or it causes a problem on the bottom.
I would like to try and get this completed and not have any more worries about this pool. I do not believe any of us have been on the same page from the beginning but I would really like for all of this to be handled, resolved and taken care of professionally so that we are all happy in the end.
Response:
Sheila , this is Bobby, We installed your pool. we our done. I am working with your husband to get this resolved. see and read our warranty. We are not responsible for ground settling.. Please stop with the complaints and I will continue to provide a professional service to you above and beyond.
As far as the custom bottom goes , You declined our recommendation and did not want to purchase it..
The custom bottom will help but we cant guaranty your ground will not settle. Please stop with all the fussing.. And I will continue to work with you...
As far as the price is it will be at cost depending on what you need , we will have to see the condition of the soil when your liner is pulled back.. No more than $500.00
Bobby....
So, please be very careful and put a lot of thought into selecting a company to put in your pool, in three weeks we had no settlement, just not enough sand around one of the legs and the metal footing tore through the liner.
Fran was terrible about staying in contact or answering calls. She emailed me that she ordered our pool on 6/3 and the shipping documents show 6/7. I was told the pool arrives in 7 to 10 days, it did not come in until the 20th.
We own our own business and the number one thing is customer service, one unhappy customer can ruin your whole company. When people have spent hard earned money, they really dont like to deal with people that are rude, ugly and just plane undependable.
We ended up buying a new liner and installing ourselves. As for an attorney, the cost would be more than what we could ever recoup from the McCullahs because they have nothing. The best that we can do is try and make sure this does not happen to anyone else. I am sure that they have some very happy customers and have had some fantastic installs with no problems, but if there is a problem they are not easy to deal with. Customer service is not their strong suit. Also be aware that the Manufacturer Lomart Pools was no help and would not get involved.
Frontier Pools
Fran and Bobby McCullah
6602 East Mt Houston
Houston, TX
281-446-5221
http://frontierpoolstexas.com/ |
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