Modern Pool & Spa Inc (415 Wilkins-Wise Rd 39705

ripped off

First I had to pay for the pool before they would order it. They ordered the wrong pool, but installed it anyway. I wasn't told it was the wrong pool until after they installed it. The installer installed it wrong. I had to hire another pool company to fix their mesh.

This pool problem all started when I called Sandra in August 2013 and told her I wanted a pool just like the one I had.She asked what kind of pool it was.I told her all I knew was,it was 24'x48" and a Lomart. I told her and John they needed to come and look at it because it was a old pool(16-18 years old).Sandra told me no problem,it will be just like your old one. So I believed her .She's suppose to be the pool professional with 20 years experience.I told her I needed a pool liner,skimmer,metal top rails with resin caps and the bottom track.Sandra called the Lomart company and got a price of $2136.79.She told me I would have to go to Modern Pool and pay for it before they would order it.I wrote a check for it on Sept.8,2013.John(pool installer)finished the pool on Sept.16,2013.I wrote him a check for $1150.00,but he did't give me a receipt.We finished filling the pool with water to the skimmer.As the pool started getting full the verticals started fanning out and the walls were popping.I called John and told him the problems,that's when he told me by-the-way that's the wrong pool.I asked him what do you mean?He said that pool is nothing like the one you had.So I got my flashlight and went outside and measured the top and verticals. The top rails was 6"(Sandra told me on the phone they were 7")and that would be the only difference.The verticals are 5"(they were suppose to be8"). I counted only 16 verticals.My old pool had 18.John said he called Sandra and told her that the new pool didn't look nothing like our old pool. The old pool is still in my back yard,I guess he looked at it.John said Sandra told him to install it anyway. John is telling Sandra one thing and told me another thing.I have a computer now,so I did a research on Lomart Pool.com.Whispering Wind Two(this is the one I had)(Tony and Dale confirmed this)plainly states 8"painted top rails and 8" verticals,except the wall comes in 52"and 54".The Seville has 6"top rails and 5" verticals.Sandra the 20-year pool professional should have noticed the changes and called me and told me the difference.Then let me make the decision. I could have went with a 52"wall instead of a 48" wall.But she didn't tell me that the pool was a Seville until I called her and told her that John said it was the wrong pool.I agreed,it was the wrong pool but it was already installed.If John had told me it was the wrong pool,I would have called Sandra immediately and told her.But he didn't.If Sandra had came to my house and looked at the old pool,I would not have this problem.But she said no,she knew what to order. I called her and told her that the pool was full of water,but the wall was not flush against the verticals.She came on Dec.2013 or Jan2014(not sure, just know it was real cold) to replace some of the verticals because they were fanning out and some were bent(because John and his helper were kicking them to make them straight). She told me that when the water warmed,it would push the wall against the verticals,well that hasn't happened (June 28,2014).Dale(the installer that releveled the pool),said that the wall and verticals had bent when John had put the wrong liner in it.Dale also said extra holes had been drilled in the vertical end plates. Dale also said that the components are like a jigsaw puzzle,they have to be put together exactly correct for the pool top to be right and verticals to be straight.Dale asked me if I saw John use a transit?I said no,but I saw one.Dale showed me how you use a transit to make sure the top is level.You use a tape measure on each vertical.Tony(the owner of Quality Pool and Spa)(I bought the old pool from him)(Dale installed it)came out and looked at it. He also said that it was nothing like the pool he had installed and he also said it wasn't level. This is the letter Sandra sent to the BBB Sandra said:Debbie contacted me last fall about a 24'x48"Lomart pool.I gave her a price on a Lomart Seville pool,liner and skimmer.She said she had a pool with an 8" top rail. I told her that the only 48" tall pool that Lomart offered was Seville and it has a 6' top rail. Debbie's response:She said nothing about the name Seville. She did tell me that the pool would have a 7" top rail instead of an 8" top rail.I didn't understand why it would be different if it was going to be just like my old pool.I trusted Sandra.The Seville has a 6" top rail. Sandra said:In the spring,Debbie contacted Modern Pools in Columbus to purchase the pool.Modern Pools ordered a 24'x48" Lomart Seville as Debbie requested.Once the pool came in,our installer John went to install the pool.John called me from the job site and stated that Debbie claimed that the pool was the wrong pool.She claimed that it was wrong because it was not the same pool as she had before.I asked the installer if the box was labeled "Seville".He confirmed that it was the correct pool that I had quoted Debbie as well as the pool she had ordered from Modern Pools.I told him to proceed with the installation. She complained that day that she did not like the pool because it was not the same pool as the one she was replacing.I never told her that the Seville was anything like her other pool,with the exception of it having a 48" wall.A pool with an 8"top rail is completely different than a pool with a 6" top rail.She was aware of the difference in the size of the top rail when I quoted her the price.She paid for a Seville with a 6"top rail and she got a Seville with a 6" top rail.She called to inform me that the Seville only had x number of uprights and that her old pool had x number of uprights.I told her that I did not know how many uprights the pool had and that it was never a factor.As far as the deck is concerned,I saw no issue with it.The pool had been installed and the deck looked like it is suppose to look.Debbie stated in her letter that I had spent her money however I wanted to.That is absolutely not true.She was never told that this pool was the only pool in our warehouse.We do not stock pools in our warehouse.We orderthe pools from the manufacturer. Debbie's response:It wasn't in the spring,it was August 24,2013.I had to go to Modern Pool and Spa in Columbus and pay the entire bill for the pool before they would order it.I have a receipt from Modern Pool and Spa that says Lomart 24'x48" pool,skimmer,and liner.Nowhere on the receipt does it say "Seville".Also Sandra never told me she was ordering a "Seville".She told me she was ordering a Lomart pool just like the one I had.I asked her are you sure?She said yes.I told her I had a nice deck and I wanted the pool to look nice with the deck. I told her again that she or John needed to come and look at the old pool to make sure it would be the right one.Sandra said no problem,it will fit up to the deck and be just like your old one.I called John about installing the pool.He told me that he charges $1150.00.I asked him if he was going to take the old one down?He said he would have to charge extra to take the old pool down.He told me that if I didn't want to pay extra,we would have to take it down ourselves.He told me not to get water on the pool crete when we removed it.We were very careful to keep the crete dry,but the crete did crack in some places and some came out with the bottom track when we remove it.I called John and told him what happened and he said don't worry about it.He said fixing the crete was included with the installation fee.John and his helpers arrived on Sept.15,2013 to install the pool.John had to cut the ends off of two deck boards to get the pool to fit against the deck.After the pool was installed they started running water in it.John told me to keep a check on the water and when the pool was half full,turn the water off because he would come back to install the skimmer and the pool return.And he would also complete the hooking up of the plumbing.He told me we would have to buy some new pipe.He tried to explain what he was needing.I told him I didn't understand what he was needing.I told him I would have my husband call him.He said that would be fine.So my husband went to the store to get it.John arrived the next day(Sept.16,2013)to cut the hole for the skimmer and the pool return.He also installed the plumbing.He told me to finish filling the pool with water,so I did.While it was filling up,you could hear the wall popping.On Sept.17,2013,after the pool was full,the top of the pool was pulled toward the middle and the verticals were fanning out against the pool.I called Sandra to tell her the problem and she sent John out here.That's when he drilled extra holes in the vertical end caps to make it fit.I called Sandra again because it didn't work.She told me that it was the wrong pool liner.So John had to take that pool liner out and install another liner in the pool.So now the wall is bent and the verticals are also bent.So my warranty is now void because the pool has been altered.Sandra said in her letter that a pool with an 8"top rail is completely different than a pool with a 6" top rail.She's exactly right.An 8"top rail pool will be more sturdy than a 6"top rail pool.The number of verticals on a pool are important too.My old pool had 18verticals.The Seville only has 16. The pool that has 18 verticals would be more sturdy than the Seville which has only 16.Sandra should have known this because she said she's been doing pools for 20 years.I called Sandra several times and told her the pool was not level.She kept telling me it was level and everything was fine.I kept calling her.Finally,she and her friends came out to look at it.They were using a level.They all said it was level.Dale came and looked at it.He said(standing at the gate at the opposite side of the yard)that he could tell it wasn't level.He also said that you don't use a level on the top of a pool to check to see if its level.You have to use a transit and a tape measure. I'm sorry I don't enough room to tell my whole story.Thank-you,DebbieNeal

My water was tested within minutes of arriving and chemicals were on hand for me to buy right away. The service response was excellent. I will use them again.