Vinyl Works Canada

Purchased the 5 x5 deck/ ladder $3,326.00, missing screws, bolts, the first deck didn’t line up with the metal posts, the in pool ladder was too short and didn’t reach the pool bottom , even with the flanges right to the top you couldn’t screw them into the top of the deck and have the ladder sit on the bottom., suggestions from the manufacturer were to cut 18 inches off the ladder handles, still didn’t fit, the screws and bolts after a week in the pool were all rusted. The pool company which is a large one didn’t stand behind the product even though it was brand new.

i ordered this ladder in Mar 2024 as it was at a good price, i thought, however when i was ready to put it together when open the pool in May 2024, i had noticed that some of the platform pegs were broken but it is still working so far, but not sure for how long, also the steps that are in the pool having issues with the screws as they are rusting, which i do not believe they should be as this is made to go into the water. the pegs that should be clipping into the bottom brace of the ladder on the ground do not stay so when moving the locking steps up they come out the brace at the bottom of the ladder i will have to drill a screw to hold it in place and again should not have to do this, i do not recommend this ladder !!

I purchased a 36 inch premium pool fence through a third party vendor. There were missing parts (half the installation hardware). Called vinyl works, but never got a call back. Luckily, the store was able to get the missing parts shipped. Overall quality of the product is good, 4+ stars but customer service seems lacking.

Bough a vinyl deck during spring 2021 of pandemic. Arrived in November and we put into storage Fast forward to June 2022. Found we were missing a support bracket and called pool store. No parts in stock so I emailed Vinyl Works Canada via website on June 18th. They responding via email to send correct address which I did on June 20th. No response so I emailed a second time on June 24th thinking it was issues with my email. No reply. On June 28th I used the online form and immediately received a response with apologies and that the part would be overnighted. It indeed arrived the following day! I guess if you have issues contact them with their online form and don't rely on email. Glad everything is finally straightened out!

What an amazing company! I messaged them yesterday saying I was looking for pins for my pool ladder platform (our pool supply store was claiming they didn’t have any so they would have to order and sell to me). Even though it is actually the pool store that lost our pins when they were opening our pool. This company responded within five minutes and today I’ve received three times more than I need via UPS, no charge. Thank you so much! What amazing customer service!