Complaint Review: Monarch Pools & Spa

In September, 2002 I had a new vinyl liner installed in my inground pool by Monarch Pools & Spa.($2360) The pool was winterized and closed without being used.

In April, I noticed the pool was losing water and when I pulled back the cover noticed that the liner had floated. I contacted Monarch and requested they send someone to look at the pool.

They refused and quoted me prices to have the liner reset and also for a diver to come dive the pool to look for leaks. Their price to reset the liner ($550) was double what 3 other pool companies were charging ($240-$250). If I wanted someone to look at the pool there would be a charge but they couldn't tell me what it would be.

I had another pool company come out to look at the pool(at no charge) and they noticed a large hole by the steps where the liner had torn. They said I should call Monarch back as this should not have happened in a brand new liner and it was probably installed with too much tension. (The warranty from Monarch was 1 year on workmanship).

Monarch denied any responsiblity though offered to replace the liner at a "reduced" rate of $1600. I phoned another pool company for another opinion and they also agreed that the problem was due to installation error. My own research on liner installation showed that shortcuts were taken during installation. (cutting out the steps prior to the pool being filled to an adequate level so they did not have to make another trip).

The people at Monarch were very rude to deal with once I had a problem. Their prices are also considerably higher than their competitors.

John
Riverdale, New Jersey
U.S.A.