California Closet Company

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted] ***

MrEric P [redacted] , co-owner of Pool Town, Inchas arranged a meeting with the customer today in an effort to resolve the issue.Russ C [redacted] PresidentPool Town, Inc

Hello again, I am truly glad you copied the emailsThese were never forwarded to me or any info on what she was telling youI even went back through my junk and deleted emails just to make sure it wasn't missedThere was never any pictures or information forwarded to meHad I known what she was telling you we would not be having this issue right nowAs a matter of fact, when I asked about it, I was told the oppositeThis is something I will deal with internally So, since I now have all of the facts and conversations that took place, I will be honoring your request for the discount of $If anyone on my staff said it would be done, then it willI don't like to be misled about the factsIt is not something I will stand for I am sorry for the inconveniences this may have caused you and I hope you will enjoy you California Closets in the years to comeI will have my bookkeeper change your invoice and email that to you showing the revised amount dueYou may speak with her ( [redacted] ) about how you would like to handle the remaining balance Thank you for Choosing California Closets [redacted] ***

We are surprised and disappointed that our customer filed a complaint with the Revdex.com this morning.We got a call from ** *** at about 10am this morning notifying us that their heat pump was not working.At no point did we refuse to help himIn fact we told ** *** that we will get right on
it.Since then, at about 2pm, Brian G*** the Service Manager, called back ** *** and explained to him that we placed a call to the manufacturer of the heat pump informing them about the issue and asking for service. Just about now, at 3.30pm, we received a call from Tim H***, from *** *** the manufacturer of the heat pump Tim told us that he spoke to both ** *** *** *** and that he promised them that they will have a heated pool to swim in by the weekend.We do not promise our customers that things never go wrongWhat we do promise them is that if and when something goes wrong we will be here to correct itWe do stand behind our products.We attribute this complaint to a misunderstanding and hope our customer will withdraw their complaint to the Revdex.com as we think we do not deserve this on our record. Russ C***President and Co-ownerPool Town, Inc***

Since *** filed the complaint the leak has been repaired, the grid inspection passed, the mason was there Saturday and prepped the job and the orientation crew provided the indoctrination of the pool operation to the customer. I personally called the customer today and spoke about the issues
that were raised in the complaint. There will be a follow up call in a week from today and a visit to the site ince the mason completes the work (end of this week or beginning of next week depending on the weather). Russ C***PresidentPool Town, Inc

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

All issues have been resolved

I called the customer yesterday and I explained to him that the hole in the liner is not a manufacturer's defect. The year warranty only covers manufacturer's defects. Being that the liner is ten years old, it will not be easy to repair. In any case, the customer agreed to pay us
to make an attempt to repair the tear. The job is scheduled

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: The two installers were there only fixing half of the issues that were addressed earlier in the week I filed the complaint because the other half of the project wasn't being followed up on despite two promises from Robert that he had passed on a message to the head designer to call me regarding total lack of response from Amy F** who was allegedly supposed to redesign the items she designed wrong to start with Like magic, I did call the business Friday afternoon looking for DuVal, the head designer, and told the gentleman that answered the phone that I was looking for DuVal and that I had filed a complaint with the Revdex.com - he called back within minutes DuVal has been very accommodating in working with us since Friday afternoon - he did come out Saturday and walked thru the remaining items to be redesigned (never did hear from Amy)...I received an email last night at 10:p.mEastern with the redesign plans from DuVal - he has asked for me to review these items which I will do today My issues have not been fully resolved and I'm requesting you not to close my complaint until the work is done - at this point, we don't have a dateThank you
Regards,
*** ***

Hello,
First of all I would like to apologize for any inconveniences you may have encountered.
I am not aware of any contact to our location directly from youI can only assume you have been contacting your designer JeffI am sorry if he has not responded
to youFor your future reference, should you need assistance, you may contact the main office at ###-###-#### during business hours and we are happy to assist.
I have, since reading your comments, looked into your concerns furtherWhat you are asking for is a design changeWe are always happy to helpI have forward your information to my sales manager Duval R*** and have also CC him on this emailHe will be assisting you in the resolution to the problemI would also like to point out that the plans are always approved before we begin work as to not have issues arise afterwardsThose initialed plans are attachedAnother item to mention is that the job was signed off as completed at the time of installation and no other unsatisfactory items were mentioned or listedThat certificate is also attached.
What I am trying to point out is that we did exactly what was contacted to be installed and signed and approved by the customer stating just thatSo, I'm trying to understand the complaint that we somehow did something wrong or didn't hold up to our end of the agreementWhile I never want a unhappy customer and we always strive to make our customers happy I'm feeling we are getting blasted for something when we did nothing wrong.
With all of that said, we are willing to work with you on a solution to your problemAs I said, Duval will be contacting you about the issues and addressing them directly with youI look forward to the opportunity of making you a satisfied customer.
Sincerely,
Richard M***
Owner
California Closets

Problem with the heat pump was fixed this morningAbout hours from getting a call from the customer. The technician found a slow leak at the threadhigh-pressure refrigerant switchHe reseated the switch, leak tested and recharged the unit according to factory protocol. The temperature and pressures within the machine are to specifications. Russ C***

Complaint: ***
Please call
I am rejecting this response because:
Regards,
*** ***

Hello,
I hardly think that we should be aware of doors that didn't exist when we did the design work for this closetIf the customer knew they were adding doors that should have been mentioned to the designer then an appropriate design could have been madeThis is not an oversight of the
designer rather the customer I do not believe it fair for California Closets to pay for a mistake that was not ours.
We are more than happy to change the pantryWe had previously discussed what could be done to the pantryWe have a new plan made for the pantry and are more than happy to send to her for her approvalAll she needed to do was askThe plans clearly show measurements of the designs being used to produce the closet systems and are signed and agreed to by the customerWe do this to make sure they are agreeing to what is going to be manufactured and installed.
Furthermore, both jobs originally installed were signed off by *** *** stating they were completed as per contract and to her satisfactionBoth sign off sheets are attached.
*** *** was also made aware that the change to the pantry was not going to be freeWe offered to redo the pantry to the new design for 50% of the costs to make it more affordable for herOnce again, we are more than happy to make the corrections to the pantry and we will still honor the 50% reduction in price to do soShe will need to call the office and speak with our production department to make that happen.
Please let me know if you need me to do anything further.
Thanks,
Richard M***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough this does not make up for the fact that we have had our pool and heater for months and this is the second repair on a brand new unit and the failure of Pool Towns equipment put a severe damper on my daughters birthday as of now the unit is running.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Complaint was unfounded
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:I just wanted to follow up as to when the updated cancellation agreement will be sent to me as per discussion on Wednesday morning. Your reply to Revdex.com stated it would be sent to me within 24 hours, but it has been over 48 hours since that was stated.
Regards,
Kevin Kelly

Complaint: [redacted]
I am rejecting this response because: I am surprised that they were surprised. We have been down this road with pool town once before. We heard the same promise back in the beginning of June and was told the matter was fixed and it was not. Perhaps if they saw the disappointment on my daughters face when we told her, at her 4th birthday party on Saturday, that she couldn't go in the pool they would understand our discouragement. We have spoken to several people today, however, because we have been through this once before it is difficult to take them at their word
Regards,
[redacted]

Just talked to [redacted] a few minutes ago for the first time once I reviewed all the facts this morning.I understand why the customer unfortunately lost faith in our company to proceed with the job.I also understand that our General Manager made every effort to come to a compromise agreement.**...

[redacted] cleared up the question of "double handling " that was a little vague after I reviewed the facts on hand.This enabled the customer and myself reaching an amicable solution.The agreement will be spelled out and forwarded to [redacted] within the next 24 hours.Russ C[redacted]President and Co-founderPool Town, Inc

Dear Ms [redacted]
 
I just spoke to Mrs [redacted]. 
She explained her concerns about the steel wall being buckled and that water might be going behind the liner. Told her I do understand her concerns and reiterated that once we remove the existing liner we will also reinforce the steel wall as well as the cement floor. 
Also confirmed that there will be no charge to her other than the reduced cost of the new liner at $1900. 
She will get back to me. 
 
 
[redacted]

Complaint: [redacted]
I am rejecting this response because Pool Town did not show up at my residence as promised.  Please see the below commumication on Saturdaty 03/26.Pool Town: Hi Mr. [redacted] got here. I will call you as soon as he leaves. This is Russ. Pool town. 1:36PMHomeowner: Ok 1:48PMPool Town: The tech came here for a simple procedure and is still here!! 3:06PMHomeowner: Ok. 3:31PMPool Town: Long story. But I am still not done with this mess!!The technician left at 5 after 4 hours he still did not complete the order. Now I have no land line and no security monitoring service. Amazing. [redacted] sending me to [redacted] and now [redacted] just sent me back to [redacted]. 5:29PMHomeowner: Ok. I will update the Revdex.com that you were not able to make it. Thanks. 5:48PM
Regards,
[redacted]