Viscount Pools Spas & Billiards

This is going to rank up there with a «I wish I could give a 0 star rating» because of the customer service that I have heard about this place.
My father had a pool installed by Viscount last fall. His previous pool had been completely ripped out, and VIscount came and installed it. It was towards the end of the season, because pretty much by the time they finished it, it was time to put the cover on it for the winter.
They followed the regular instructions for preparing for the winterizing, and making sure the water levels were where they needed to be… and we were all looking forward to opening the pool for the spring.
When spring rolled around, we all gathered to take the cover off and to assist with the opening. When much to our surprise, we found that the new pool liner (not even a year old) along one entire side of an rectangular oval pool… had ripped, and had caused all of the water to go flooding into the ground.
After numerous… numerous attempts to get in touch with VIscount pools… we finally started to get some answers. They even said that they’d come out and take a look at it. One day they finally did show up, Tony was the gentlemen who came out (and was the previous installer), and while he came over, he did not offer much advice as to what might have happened, all he did was say nothing until he saw the ripped liner. From there, he said «You must have not followed proper winterizing instructions… » and wouldn’t say anything else about it.
We’ve owned a pool for over 20 years, and have never had an issue with a pool liner. And that was their stance. We did something wrong. Well, we asked about the warranty that was supposed to come with the liner, which guaranteed the liner to be replaceable for 2 years. Tony said that he’d check and see about it.
After that point, we heard nothing from Tony. Phone call after phone call after phone call, we continued to talk to Bre, who turned out to be Tony’s husband… and we kept on getting the run around about the warranty, if they were helping with replacing it, or anything.
Turns out… the liner would have been able to replaced… if Viscount would have filled out the warranty card that came with the liner. But did they? Nope.
After 4 months of trying and trying (April — July) my father finally gave up. No phone calls were being returned, we’re quite sure they were ignoring our phone calls, and the one time that someone other than Bre answered the phone, it turned out to be another employee, who had ‘heard about our situation’… but said he could not comment on it… We asked him if he had ever heard of a situation like this ever occurring… and he said, «No… there must have been an issue at the point of installation… liners just don’t rip like that».
So, please, a word of warning dealing with Viscount and their installing company. Buyer beware, do whatever you need to, but because that you actually have everything documented, because they DO NOT stand behind their work.