Warranty claim from Poly Phoenix Pools not honoured

Item: Poly Phoenix Pools
Rating: 1

Hello, Please can you assist. At the end of October 2014 we purchased a Pool from Poly Phoenix Pool. we were informed that the moulded parts have a 10 year warranty. No additional information was given to us regarding the lesser warranty of the rest of the pool. At that early stage of the installation we had problems with the pool manufacturer who would not fix the newly installed heating element of the pool which never worked from the start. This took weeks for them to finally agree to come and fix the part. Unfortunately this month we had another problem where by there was water leaking out from under the ground directly below the pool sand filter. On calling and emailing the pool manufacturer we eventually got an email bill for a call out of R1150.00 which I was very surprised by as this pool should still be under warranty. I also feel that this is an odd way of doing business to charge your customers before you even know what the problem is? The leak turned out to be a crack in the Sand filter located well below the ground which I might add was cemented in with concrete. This again making me doubt the quality of the product as there is no way that some one could have tampered with the sand filter that far below the ground. This leading me to believe that it was probably installed with this defect way back in 2014. The cracked sand filter was then patched and returned a few days later. From discussing this matter with the technician it was clear that this is a warranty claim. To my dismay the pool manufacturer will only pay us back 50% of the call out fee. Which now doesn't not make it a warranty claim anymore. I am also concerned that the crack on the sand filter was patch repaired and I feel that the faulty sand filter should have been replaced with a new one. On calling the pool manufacturer and emailing them requesting an explanation they do not reply, nor have they refunded us our moneys.

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Poly Phoenix Pools's replyOfficial

15 Sept 2023, 10:43

As per our guarantee and communication with the client a call out fee is applicable prior to going out - this was advised to the client - the call out fee is fully refundable to the client should the claim be valid which was also stated in writing to the client Reasonable access is required - we advised the client that after hours appointments are possible - but at a higher charge due to over time charges Furthermore in the swimming pool industry we find that clients completely neglect their pools for winter, not cleaning the pumps & filters, turning the pool off or various other scenarios - hence our guarantee clearly states a call out fee is applicable prior to dispatching a technician to investigate - and again - should it be legitimate claim or product failure - the call out fee is refundable

Poly Phoenix Pools's reply15 Sept 2023, 10:43

Official