We had a new pool liner installed through Leslie's in April. My husband passed away last August.in the process of having someone close the pool for the winter I noticed that there was a portion of the liner near the deep end that was sagging. There were also some slight wrinkles on the pool floor. As I was completely overwhelmed with tasks being newly widowed, it took me a few months to get around to phoning about it.
The first complaint I have is that appointments are only scheduled between 8 and 5, with only a 4-5 hour window... No clear time on arrival. Of course, that necessitated taking a day off work.
Secondly, the guy got here and just acknowledged that it was wrinkled and that the pool would have to be drained to fix it. DUH! Then he said that he needed to call his service manager to get details about what the next steps would be. After 2 phone calls to the service manager and some photos taken and sent by the technician, he returned with the news that the liner would not be covered since it was obviously water damage from the heavy rains this year. (but they would be happy to sell me a new liner) When I pointed out that the damage was apparent before the heavy rains this year, and that I had just been too overwhelmed to pursue it, he really responded again with the same answer. I also pointed out that the replaced liner had been in place for 8 years or so during other heavy rainy seasons without this type of thing occurring. To that, he had no response.
He did say that I could call Leslies and ask to speak to the service manager, Sean. I responded by saying that I had way too much on my plate for a lengthy appeals process... And that if Leslie's was ever interested in getting another dime from me again... That someone from Leslie's should contact ME and try to make this right.
Absolute worst customer service that I have ever encountered.
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