National Pool Wholesalers / Internet Pool Group review: Product not received 34

Customer orders the following:

GLI 27ft Round Blue Stone Mystic 20mil 48" Beaded Liner

The order was recieved at the warehouse and shipped on 7-1-2009 which is about the timeframe that the liner should have shipped being a 48" pool liner is not a common size pool wall and is a non stock item for pool season 2009. Custom liners take 7-10 business day to ship out from the warehouse in pool season.

Planning for a party requires time and effort. Ordering items such as custom liners should be planned well in advance and leave extra time for delays, especially when you order a liner in the middle of pool season and all the MFGs are backed up with orders.

I was shipped a pool liner for a 48/52 inch pool and I ordered and paid for a 54 inch pool. They keep trying to get me to fill the pool bottom up with sand so the 52 inch liner will fit. If that was the case, why should I spend $32.50 a yard for sand and just order a 52 inch pool instead. I guess because they offered a 54 inch pool and that is what I wanted and paid for. The people I talke to at National Pool Wholseaslers keep trying to get me to contiue to try and stretch the liner to fit. I think that wold be like a shoe company sending a customer who ordered a size 11 shoe a 10 1/2 show and tell them that the shoe will stretch!

I am disappointed with National Pool Wholesalers. I ordered a 30 foot round pool 54 inches deep. They sent the kit with a 48/52 inch overlap liner for the pool. The sidewall of the liner is only 54 inches and the pool wall is 54 inches. When I talk to them they say the liner should work and I needed to put more sand in the bottom (more than the 5 yards they say to put in the instructions) and hook up a vacuum to pull the liner tight. I am trying to get the correct size liner for a 54 inch deep pool. They keep putting me off.
They also sold me the pool light and Polarus 65 vacuum, which will not work with each other and I had to send the light back, but not before they told me I would have to contact the manufacturer.

We know of this customer. They have the correct liner for this pool. They are installing the liner incorrectly. They were told to use a shop vac or vaccume to suck the air out from the liner and pool wall so there is a tight fit for the liner. They have not done this. All large pools require that for the liner to seat against the pool wall and not have the liner slip out or the pool wall buckle.

Customer has a liner with 56" of liner material per their own admission from the seam line. Couple this with the 4" pool cove where you have on the bottom of the pool.. you now have 56" of liner starting at 4" from the floor.. with 50" left above the cove. That gives you 56" of liner overlapping the wall with 6 extra inchec on the outside. Thats plenty of material for the pool installation. Hundreds of these installations are out there and work fine.

Customer needs to follow directions and use a vaccum to pull the air out of the wall and liner area to form a tight fit PRIOR TO ADDING WATER. They are adding water with a huge amount of air between the wall and the liner, so the bottom liner material is in the middle and cannot stretch outward. When they fill the pool and the liner seam is falling down and not on top of the pool cove, the liner will not work correctly and the liner will pull down and the walls can buckle.

Customer should follow directions we gave or maybe contract a person who will to install the pool PROPERLY before waging a complaint in open forum for something we did not do to them.

The person making this response from National Pool Wholesalers is telling a LIE. They know that they sent me a pool liner for a 48/52 inch pool. I am attaching a scan of the label from the box. The side liner is 54 inches exactly from the seam to the top of the side of the liner. There is NO extra overlap as they claim. How can there be any overlap when the pool steel side is 54 inches and the pool liner is exactly 54 inches from the seam to the top of the side of the liner. They are saying that the liner will be at the top of the cove giving me 56 inches, but the bottom is exactly 30 feet in diameter (the diameter of my pool) and the bottom does not stretch 8 inches as they are saying.

I did follow the directions for putting up the pool. The directions I received did not say anything about using a vacuum on the pool. It appears to me that National Pool Wholesalers want me to fill in the bottom of the pool to bring the bottom up to 52 inches for my pool depth so that the liner for a 52 inch pool will work.

I had an issue with my pool light and Polarus 65 vacuum. They will not work together and I had to go round and round with this company before they would take the light back. They didn’t even know that the two would not work together and made me contact the manufacturer for the two items before they found out themselves that the light would not work.

OK.. then 54" is a 2 inch difference.

Therefore 54" from seam which the seam sits 4" above the bottom of the pool wall, sitting on top of the pool cove... pool cove is 4" tall.. that gives you 5) of pool wall left with 54" of liner.. and the liner will hang over the wall with 4" to spare just like any other overlap liner.

We didnt write the installation manual nor do we offer installation help. If you would have called to ask for advise prior to installing it INCORRECTLY, we would have advised about possibly using a vac on the pool as its a very large pool.

You also need to kick the liner to the side wall as you have too much material in the middle. You should not attempt to install water in the pool until the pool liner is set perfectly in place, on the bottom, against the wall, with no air space.

If you are not a pool installer, you should consult a local pool professional as NO LINER YOU BUY will work in the manner you are tryhing to install.

Your threatening verbage in emails sent to us are available for public record if requested.

You may not have written the installation manual, but you are certainly re-writing it with steps that are not in the manual to begin with. As a matter of fact, when I did call several times for help, your help people gave me the extra steps that are not in the manual at all, anywhere. You need to read the manual that you sent with the pool, page 14, #4. As I did install it CORRECTLY according to your instruction manual.

And Yes, I belive if I had the correct liner, that the instructions in the manual would work perfectly fine.

I have not been threatening you in any way, I just want to get what I orderd from you. I have proof of WHAT I ordered, and I have proof of what I was sent, and I too offer them available for public record if requested. I plan on scanning the page of instructions that you sent with the pool for liner installation and all can easily see that you are telling me something different than from the manual you sent me.

Public record:

Customer sent us this in his email:
I could not get the liner seam on the top of my cove because then the bottom would have to stretch approximately 8 inches, which it will not. 

Customer has admitted that they have not installed the liner correctly. The bottom of the pool liner is made to stretch to sit on top of the pool cove.

Here is a perfect example:

If you bought a beaded 54" pool liner for your pool, the beaded liner will have a 50inch wall seam line and the rest is the bottom. The 50" is where the pool cove will sit.. which happens to be the exact same thing we have stated in the previous emails and complaints. No matter what liner you by, your liner will never be installed correctly unless you do what we have indicated all along.

On a side note, of you bought a 52" pool and a 52" beaded liner, the wall height seam sits at 48"... Liners are made to stretch and must stretch into place.

Jim has spoken to you and told you again how to install your liner. If you want to keep referring to the pool installation guide, then you need to contact the pool MFG and see why they have written the directions in a manner you cannot understand. We are simply telling you how to install your pool liner.

We have yet to see pictures of the proper location of the wall seam line with no air between the liner. Please send so we can further advise. If you choose not to send pictures of the proper installation format, we cannot issue a refund as we do not know there is a liner defect. If you send the liner back, we will inspect the liner seam line to ensure there is 54" of material on the sides and that the bottom stretches when in the sun on a warm day. If the liner was not built correctly, we can refund you. If it as built correctly, the liner still belongs to you.

We have tried over and over again to explain the proper installation with tips to install, but you do not want to listen to us, rather quote page #'s from a manual. We have exhuasted our help at this point since you need to do the proper methods of installation.

We did not write the manual. We didnt build your pool. You are building the pool on your own and need to check all aspects of how to build a pool, both in the manual and by asking other questions. If the manual is telling you one thing and we suggest other VALID points on how to install a liner properly, you should take that into consideration. If you still wish to press the manual issue, call the pool MFG and discuss that with them, as we didnt write the manual.

I am sooo glad i found this. I was contemplating buying a pump and filter from this company because the price was sooo good. However, after reading this... I WILL NOT ! I will pay an additional $200 to purchase a pump and filter from another company and have them install it. I am so sorry that you have had to go through this with this company, but I appreciate the warning to fellow pool lovers !

National Pool Wholesalers would have done better to take back the liner in this case. Now I am having doubts about buying anything from them as I too can see myself having a detailed point in dispute and them doing all they can to negate it. They seem company centric not customer centric. Low prices are nice, but not at the expense of customer service...

We are sad that you feel that way about our company as we have done nothing wrong. We would guess that you would like us to take back a perfectly good product that had nothing wrong with it, and throw it away, and lose hundreds of dollars on the product, to send them another liner, of which they would have the same problem due to improper installation. There would also be shipping involved in each direction.

We would correct the problem with no issue had the customer done what they were supposed to do. Improper installation does not mean we have to eat $1000 or more on 2 liners and shipping in 3 directions, co customer, back from customer and to customer again.

The 2 previous posters are free to post or think what they want but should consider our position as the customer did not properly attempt to install their pool liner, rather complain endlessly about how it doesnt install correctly, even after we sent a diagram of how to install properly.

My family and my in-laws were planning on buying an inground pool (2) from this site. I was so excited about the prices, but we will NOT be buying from National Pool Wholesalers. I think they have been rude to this customer...and I think that customer satisfaction is the KEY! I don't want to spend 5, 000.00 on something and not get all the parts, or get the wrong ones and not be helped with any issues. Thank you for posting! I am sorry this has happened to your family, but I appreciate you taking the time to warn other consumers!

We are saddened you are willing to spend more for a pool kit and more than likely have problems from other unreputable pool suppliers online.

Our inground pool kits are from Kafko, and shipped direct from the factory.

If you would re-read the posts, you would see that we did try to help this customer by explaining over and over again how to properly install the pool liner in their pool. We cannot make someone follow directions.

We have been in business since 2004 and have served hundreds of thousands of customers per year with many of them as repeat customers. A few customers will never be satisfied and a company who repeatidly advises customers how to do the right thing should not be at fault.

If you read the entire string of emails with the language from the customer that we received, you would not be agreeing with them.

I think they just sell and dont know what they sell .I bought a oval liner 12x24 and asked if it would work with my pool and she said yes! if its 12x24 it will work . I think not so now im out the money that I paid the guy that put it in(and looks like poop) and the liner cost. I went to the place were i bought the pool and they told me not all liners are the same my pool has 2 different sizes depends on year it was made and talked to another pool co. and they said the same thing but not national! they told me I didnt order the right size and would not help me in any way so if your going to buy a liner make sure you double check and get what they say in a email so you have a fight

Actually all oval pools are the same.

If you have a 12x24 oval pool then the liner will fit.

If your pool is NOT 12x24, then it will not fit.

Liners are built based on the squarefootage of the pool, and the linear footage.

if you told the pool stores that you bought online, they will tell you anything to make you think there was a bad liner bought as the stores resent online dealers for taking their business.

If you have a problem with the pool liner not fitting right, you should call the MFG who is GLI who would have made the liner and can give you advise on your problem. www.glipoolproducts.com is the website for contact information.

Who did you pay to put the liner in?

Did that person use a vaccum to suck the liner to the floor and walls prior to filling the pool?

Did they get in the pool and work out any wrinkles that were on the floor before filling?

If there were wrinkles on the wall, did they attempt to adjust the liner during installation?

There are many more questions as installing a liner is not just a cut and dry issue. Proper care and effort needs to be used to install. SOme guy just cant do it without any knowldge of how to install it properly.

If an actual pool installer installed the liner and you have the above problems, you should check into the pool installers history as it would appear from th eliner looking like :"poop": that the installer didnt install it correctly. (or you dont have a 12x24 pool)

We suggest you call the MFG and send them pictures of the issue for additional help

I have had similar experiences with this company. Their staff is unprofessional and not properly trained. Jim, the person i spoke with was useless when discussing my liner. There was one measurement on their form that was confusing. It was the measurement identifying where the shallow-deep break line was. I told Jim where i wanted the break line 2 or 3 times during our phone call. Each time he said, ok. He obviously did nothing but ignore it and sent my form on to the manufacturer without communicating it what i wanted.

When i received the liner the break line was wrong. I contacted customer service and they said, too bad, Jim was supposed to tell you to change the form and fax back because they arent allowed to change anything on the form. Of course Jim never did this and their customer service said, too bad.

I called jim and he agreed i told him previously where i wanted the break line. In an effort to be fair and get a replacement liner quickly, i said i would be willing to pay cost, costing them nothing to replace. I called the manufacturer who agreed to discount liner even further for me.

Jim said he would call the manufacturer, Kafka pools, and get me a new liner asap. Jim even called the manufacturer to ensure what i said was true and get the discounted price.

Now i cant get Jim to respond to my numerous phone calls, faxes and emails. Why would any company act this way. To fix the problem and ensure a somewhat satisfied customer, all they had to do was replace the liner at no cost to them.

This is the worst company i have ever dealt with. If i ran my company this way we would be bankrupt.

By the way, if you want a liner, Cheaplinersonline.com are best. Great staff, great service and prices 30% less than the scam artists at National Pool Wholesalers.

BTW, National Pool Wholesalers is a rinky dink company in someones basement.

National Pool Wholesalers operates and OWNS 66, 000 sqft of warehouse space.

Company warehouse is open for public purchases 6 days per week.

We encourage customers to come and visit.

The company cheaplinersonline.com seems to be the basement company as they just opened the domain name on June 5, 2010 under a private registration. See the WHOISDATA from GODADDY.COM which shows that its a private registration not revealing the actual company or perso's name. WHOISDATA is below for reference.

Created on...: [protected]:44:35 GMT
Expires on...: [protected]:44:35 GMT
Last modified on...: [protected]:44:35 GMT

Registrant Info: (FAST-[protected])
Attn: cheaplinersonline.com
BlueHost.com- INC
1958 South 950 East
** FREE DOMAIN REGISTRATION **
Hosting plans starting at ONLY $6.95 per month -
Provo, Utah 84606
United States
Phone: +1.[protected]
Fax..: +1.[protected]
Email: whois@bluehost.com
Last modified: [protected]:18:13 GMT

What is the address of your warehouse?

"Jim told the customer he cannot answer questions on how to layout the breakline when the customer kept asking."

You are a liar. Jim acknowledged 2 times when i stated where i wanted the break line. Jim said nothing about changing the form and faxing back. Jim also agreed when i called him back that i told him where the breakline was and he agreed to rush me another liner at cost because of it. You, my friend are a chronic liar.

"Jim said he will get back to the customer after he gets a response from Kafko."

I talked to Tony at Kafko and he told me Jim contact him last Weds and yet here we are a week later after my many phone calls, faxes and emails and Jim has not contacted me. You are a liar.

"No one ever said that there would be a free liner"

Can you even read? Who said anything about a free liner? Try reading what i wrote, liar.

People, DO NOT USE this company, they will RIP YOU OFF. They are a rinky dink outfit.

National Pool Wholesalers is located at 1934 Center St, Okeechobee, FL 34974

Please keep in mind that all of your data ia being copied and recorded for legal use. Defamation is not legal in the USA.

Please prove your comments and send us pictures of the basement you claim.

Google their principal address.

Florida Profit Corporation
NATIONAL POOL WHOLESALERS, INC.
Filing Information
Document Number P04000053361
FEI/EIN Number [protected]
Date Filed 03/22/2004
State FL
Status ACTIVE
Principal Address
8230 SW 9TH ST
OKEECHOBEE FL 34973
Changed 04/30/2008
Mailing Address
P.O.BOX 3222
OKEECHOBEE FL 34973
Registered Agent Name & Address
SNEIDER, GLENN J
200 SW 9TH ST
OKEECHOBEE FL 34974 US
Officer/Director Detail
Name & Address
Title P
KREITZ, ROBERT
8230 SW 9TH ST
OKEECHOBEE FL 34974
Annual Reports
Report Year Filed Date
2007 05/01/2007
2008 04/30/2008
2009 04/30/2009

Before the liars delete another of their posts after i prove it to be a lie.

"National Pool Wholesalers operates and OWNS 66, 000 sqft of warehouse space.

Company warehouse is open for public purchases 6 days per week.

We encourage customers to come and visit.

1934 Center Street, Okeechobee, FL 34973 "

Funny that they don't advertise their address and hours on their website, isn't it?

Google the address people, you tell me if you see a 66, 000 sq ft warehouse.

I correct my previous statement. They seem to be operating out of a basement.

BTW, Jim is really Bob. I believe he sets up fake named email accounts to make his company seem bigger than it is or deflect his numerous lies and errors.

Wow! I wished I wouldn't have just purchased from this company either. They say they have a match price guarantee? I found my pool $100 cheaper and they refused to help me? Also there customer service SUCKS. They better send me the right stuff I ordered or I will file a complaint with th BBB.

I am getting ready to file a complaint with the BBB. We have called several times about getting our 5 damaged panels that were delivered with the pool replaced and have got no response! I am also waiting on the pool liner. Crazy how nobody responds back!

Did you call the pool MFG per your instructions in the email that was sent to you with the dig sheets? The MFG handles all claims that are damaged from the freight line. Inground pools are shipped direct and all calls are handled by the customer service phone number in the email that the MFG sent to you. If you do not have the email or the phone number, contact the NPW customer service for that phone number for direct service.

Thank you to everyone who has taken the time to inform us of your terrible expierences. I was just about to purchase a $3000.00 pool slide from this joke of a company. Needless to say, I'm going elsewhere.

I too, had a very poor experience. No help for me, but I hope someone is able to read this and learn from my mistake. I purchased a pool cover on 11/3/10. The reason I bought it was because it had a 12 year (prorated warranty -2 year FULL warranty)
I put it on the pool, and within two weeks, a thunderstorm came through and the cover was COMPLETELY DESTROYED. One side of the cover ripped COMPLETELY down the length of the cover, ripping out the grommets, tie down straps, and the cord. The cover is described as follows:
# Hem double fold - 1/4" wide rope sewn in for added strength
# Non-corrosive grommets are used throughout the cover
# Water bag loops every four feet for in ground covers
# Double stitched hem with sewn-in polypropelene cord for added strength
yet, the cover SHREDDED within 2 weeks. When I called for a replacement, the representative (Justin) on the phone said there was NOTHING that could be done since it was weather related. He said the warranty only covers manufacturer defects. However, in my opinion, any cover that is destroyed that easily IS a manufacturer defect. All consumers should be warned of their products. I only felt comfortable purchasing this product because of the warranty, which turns out to be worthless.
I filed this complaint with the Better Business Bureau.

I myself am still waiting on a pool liner that I ordered with my kit back in May 09 getting the runaround called again today kafco is supposed to cal me tomorrow and I will see if that happens if not I will proceed further.

I ordered a pool liner from National Poo lwholesalers knowing that I have a 54"sidewall. I have not opened the box due to the label distinctly states "15x30 Oval Boulder overlap premier value 48/52 wall" obviously not matching the description on the web site stating that it fits most 48, 52 or 54 inch pools. I have tried calling the company with only getting automated answering machines and high call volume? I wish I'd read this post prior.

This is the description of what I purcgased.

GLI 15ft x 30ft Oval Boulder 20yr Overlap Swimming Pool Liner

Click here for large image view
SKU# GLI1530-0880530

Regular Price: $295.96

Sale Price: $221.97

Bonus Price: $210.87
Valid until 7/8/2012

MFG: GLI

In Stock!

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GENERAL INFORMATION:
Exclusive Signature Collection Above Ground Pool Liners

The Boulder Overlap Liner

This liner is economically priced and carries a 20 year warranty backed by GLI. This liner is made from 100% Virgin Vinyl and contains highest grade UV inhibitors for maximum weatherability and resistance to sunlight, bacteria, fungus, chemicals and cold crack.

Our Signature Collection Above Ground overlap Liners will fit most 48", 52", or 54" pool. And installation is as easy as 1, 2, 3. After your have your pool floor complete and your wall assembled, place your liner into the pool, drape the excess over the wall, place your coping strips over the liner to secure it to your wall, and then just place your top seat to finish the process.
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STANDARD FEATURES:
Made from durable virgin vinyl.
Tough, long-lasting 1/2" lap seams.
Perma-sealed with state of the art equipment.
Fits most 48", 52", 54" pools
Contains highest grade UV inhibitors for maximum weatherability and resistance to sunlight, bacteria, fungus, chemicals, and cold crack.

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SHIPPING INFORMATION:
This product normally ships in 1 business day for stock sizes
This item will ship by FedEx Ground

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WARRANTY:
20 Year Manufacturer Warranty

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Ordered a pool cover. What I received was a box indicating the correct one, but upon opening, the inside package was labeled with a smaller size. I let them know right away, and they wanted a picture of the label, now a picture of the other label, now file a warranty claim. Warranty claim? It is YOUR mistake. Did it anyway. They started over. Send pictures, now measure it, now send picture of your measurement...I gave up and called the credit card co. and got my money back. Guess I have a big tarp now. Everyone, post on Resellerratings.com also! Their own site has nothing but rave reviews, because they delete everything else!

I alos had a TERRIBLE experience with them. I had ordered a pool on 05/11/13 and started asking about shipping when I saw that the money was taken out of my account the next day. (most companies don't take the money until it has shipped) So on the 15th of May I was "emailing" Allison and was told that it was out of stock and it had to be ordered from the manufacturer in NJ so it would be 2-3 business days to order and then it will be shipped. Obviously it wasn't. After going back and forth with Allison, trying to actually speak to a person I was given this number to call [protected] and would be able to speak with a person. Well, that didn't happen, when you call this number you are just put on hold with a recording that tells you that you are Number 1 in the que and a customer service rep will be with you shortly, then the next recording tells you that you have called outside of their regular business hours and then disconnects you. Well, it is now 05/21/13 and still no pool. After chatting with Jim, I am told that he called the manufacturer and my pool was shipped yesterday, which means that I should get it this week being that I live in PA and it's being shipped from NJ.
I will NEVER order anything from this company again and I will be sure to tell everyone I know not to order anything either. I really fell as though I am being scammed!