California Closet Company

Complaint: [redacted]
I am rejecting this response because: I have not heard from Pool Town and do not want the Revdex.com to assume the complaint has been resolved.  Thank you, [redacted]
Regards,
[redacted]

Just talked to [redacted]. He wasn't aware that [redacted] filed a complaint with the Revdex.com.[redacted] has been talking to Christos C[redacted] who is a member of our management team here at Pool Town. We are insured with [redacted] and our customers are provided with a summary page of our coverage...

for their records at the time the pool contract is signed. All our subcontractors also have to carry the same levels of coverage as well as naming Pool Town as additional insured in order to be able to do work for us. And the excavator who worked at the [redacted]' residence is not an exception. So this incident is taking its course and the complaint must have been filed due to a misunderstanding of what the procedures are that must be followed. I would like to take this opportunity to express my understanding about the inconvenience we might have caused to Mr and Mrs [redacted] and their family. We will stay on top of this claim in order to ensure that the process is expedited. Besides Christos, we also have Chris P[redacted] involved. Mr. P[redacted] is heading our financial and administrative department and is the person here working on the claim with our insurance company.I am always available and the best way to reach me if necessary is with an email to:[redacted]President,Pool Town, Inc

Complaint: [redacted]
I am rejecting this response because: Pool town came out in the beginning of march to open the pool. I then waited for the concrete to be poured around the pool and on April 22,2017 Sunday evening that another client cancelled for the 23rd and would I like it done and obviously I said yes and stayed home to meet the Subcontractor and I inquired as to how the next step would meaning (Waterfall) would proceed and he said he let's Pool Town know and they will schedule, so I left it at that. If you read the documents it stated that the waterfall will have to wait 7 days for concrete to cure and they will schedule the Waterfall. I had to call Pool Town to get this scheduled and they sent me the Phone number for [redacted] the Waterfall Contractor. Only after I sent a complaint to the Revdex.com did a response occur. I was out of the country during the attempted phone calls from Pool town. Funny how when they call I am supposed to jump. I am still waiting for them to come and remove all the debris from my property that again according to the contract they are supposed to take with them and rough grade all the Ruts caused by their Equipment, but I fixed the Ruts because my granddaughter had fell in them. I could go on and on at how it took almost a year for them to finish this project but I won't.
Regards,
[redacted]

Spoke to customer Friday Jan 26.According to our records, all issues have been addressed each and every issue with the customer. I don't understand why he is still complaining. Offered to meet with him myself on the site once the pool is opened in the spring.[redacted] accepted my offer.He...

will email me at:[redacted] when his pool is opened to schedule an appointment.

[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]

I thought we worked it out with Mrs [redacted] when I spoke to her two days ago. Being that she is now not satisfied with my offer, I will look into what my warranty obligations are and revisit the case.

Complaint: [redacted]
I am rejecting this response because:I would like the owner to come out and see the actual pool. I do not think they realize the extent of the problems: the pool being extremely not level, cement has very noticeably dropped and the metal wall buckling in the same problem area. I would like a written document stating how they will correct the problem permanently and when. Also, I want to make sure it clearly states that I am only liable for the $1900 liner no matter what it takes to fix it. I have been dealing with the problems with this pool for way too long.
I did try to get back in touch with [redacted], but I was told to email him. I figured this was a better choice.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Pool Town and I came to an agreement that they would issue a refund check in the amount of $2,300 along with a $600 credit to be used in the store.  I would like to keep the complaint open until I receive the agreed amounts from Pool Town.  Please see the below Email below from Pool Town.
Hi [redacted]! It was nice spending time with you this past Saturday even though I ended up with a cold As per our telephone conversation We have mutually agreed that Pool Town will issue a refund check in the amount of $2300 plus issue a $600 credit to be used in the store. I am including a copy of this to Christos, Chris in Accounting and Carol, the VP of Arbitration at the Revdex.com. Thank you, Russ C President Pool Town, Inc. 
Regards,
[redacted]

The part that [redacted] has failed to explain is that the plans were agreed to in advance of any installation. We have all of our customers agree to the plans before they are put into production. The plans clearly show a small space left and right of the cabinets we are installing. This was the...

first issue [redacted] did not like. So we remade the units wider to fit without any space or fillers needed. Then on the next visit we were told it was the wrong height, that she wanted them to be the same height. Once again the plans clearly show the heights of the units. Furthermore, it show the units were to be made at different heights. This is how they were manufactured to be installed. We manufacture what is on the agreed plans. I am attaching the plans as well as the contract to show what was originally ordered. 
It was not that we would not change it for her we only needed to know exactly what she wanted so we could make a the change. All of the changes could have been charged for under the contract agreement. That is not what we did nor did we ask her to do so. We were only trying to make her satisfied with her installation. Each time the units would change height or width it requires us to remake the units. This only costs us more materials and wages to accomplish. 
So, for a complaint to be filed for something we did not do and only tried to make it what she wanted, seems a bit low. We have made both units wider and made both units the same size under the direction of [redacted]. If she had only specified that was what she wanted initially we would not have had an issue. 
I feel that a discount at this point is unwarranted. If I believed we had actually done something wrong I would have been more than happy to offer some type if restitution. Once again we were only trying to deliver what [redacted] said she wanted.

The contract to build an inground swimming pool for [redacted] was signed July 28, 2012. The pool was built in the spring of 2013. All the issues spelled out in the complaint have been addressed and resolved back in 2013.

Complaint: [redacted]
I am rejecting this response because:
1) Retaining Wall - There is a twenty inch height differnce between the pool and the soil.  2) Extra 100 sqft of concrete over and above the 100 sqft already included on the contract.  This was agreed with salesman.  If Pool Town position is to simply deny that these conversations took place, I can follow up in small claims court. 3) Pool Light - See attached picture.  The contract has 1 deep end light, 1 shallow end light, 2 small sun deck lights.  Poll Town is claiming that the shallow end light was given free of charge which is not true.    4) As far as the slide is concerned, we agree that it is fair to provide the customer with the $200 desired amount. - Agreed5) Pool cleaning - I no longer am comfortable with the service provided by Pool Town.  I will hire an independant pool service but would expect Pool Town to pay for the cleaning service that they neglected to provide.
Regards,
[redacted]

The issues were resolved during a meeting here at Pool Town with [redacted] on Wednesday Oct 28Sent from my iPhoneBegin forwarded message:From: [redacted]Date: October 28, 2015 at 3:52:33 PM EDTTo: Michael P[redacted]...

[redacted]Subject: Re: In Reference to the DiscrepancyMike, Thank you for your time today. I agree to pay the $1,000 indicated in the original payment schedule and I accept your offer of 100 additional square feet of concrete at a cost of $500, in addition to the 100 square feet included in the original agreement. After the $1,000 is paid, you will resume work on the pool. There will be a remaining balance of $1,510 for all work including the additional 100 sq ft agreed to here. I understand that any concrete beyond 200 sq ft will be billed at the normal rate. Based on this agreement I will remove my [redacted] comment left on Pool Town's [redacted] on 10/27/15. [redacted]On Oct 28, 2015, at 3:33 PM, Michael P[redacted] wrote:[redacted], there was a typo in the last email, it is 100 square feet, not 1000. Sent from my iPhoneOn Oct 28, 2015, at 3:30 PM, Michael P[redacted] wrote:Hey [redacted], Pleasure meeting with you today. As a courtesy to you due to the miscommunication about the outstanding balance, we at Pool Town are volunteering to give you half off of the first 1000 square feet of concrete that you get above and beyond your original contract. We will send out the electrician as soon as we received the balance owed according to the contract schedule. Thanks Mike Sent from my iPhone

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

[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, assuming they actually follow up with me this time. I am tired of promises and no action from these people.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I filed a complaint with Pool Town on 9/15 and they responded on 9/18. I did not know they responded, therefore I didn't get to respond back. Yesterday, I got an email saying the complaint has been resolved. It is not. I do not have a problem buying a new liner at a discounted price , however , that will not fix thedproblem of my wall buckling which should be under warranty since it is a structural problem. The structure of the pool has a fifty year warranty. Also, thevcement is pulling away and has a big gap between the seams because of the pool walls moving. If they plan on fixing both the pool wall and cement fine. The pool has been a problem since day one and they should have been fixed properly from the start.
Regards,
[redacted]

Spoke to the customer yesterday and today. 
We also had a technician work on the pool project yesterday to relocate the waterfall line as per customer's request. 
The customer is meeting the owner of Pool Town tomorrow Wednesday at 6.00pm after he gets off work. 
We hope to resolve...

any outstanding issues at that meeting.

[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]

This is to confirm that Pool Town will do the following for Mrs [redacted]'s pool:1. Replace the liner at the reduced price of $1900 plus tax. 2. Fill in the area that settled underneath the liner at no cost to the customer. 3. Repair any steel wall that might have buckled at no cost to the customer. 4. Raise the level of the steel wall to make it level with the rest of the pool and raise the concrete patio in that section to bring that up to the level of the rest of the patio. This might require the concrete patio section to be replaced in which case the color will not match the existing color. At no cost to the customer. The job will be started and complete in April of 2015. [redacted]co-ownerPool Town, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:During the design consultation in November 2013, my home was still under construction which the designer knew.  I had no idea what kinds of doors the builder would install and, therefore, could not notify the designer.  My requested resolution was 50% of the cost to replace the doors which is a reasonable compromise. 
As for the pantry, I did contact the Office Manager vis voicemail, email, and communicated my concerns, a final time, to the installer on April 12th.  To date, no one has contacted me to resolve my dissatisfaction with my pantry.  I have already contacted a competitor to resolve the design with my pantry. Given the fact that I paid my bill, no one has bothered to follow up regarding correcting my pantry. 
With regards to the designs, yes, I signed off on them with a general idea of what the final install would look like.  My purpose for hiring California Closets is because they are considered the experts and as such would guide their customers through a pleasant experience.  I did not have that and voicing my concerns, in accordance with their 100% satisfaction guarantee policy, still hasn't resolved my concerns.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I would like something in writing stating that Pool Town will fix my pool properly. I have agreed to pay $1900 dollars for the new liner. The pool wall has buckled and it is not level. The warranty is for 50 years on the structure of the pool. I certainly think the metal wall buckling would be included in the structure. The pool has been nothing but a problem from day 1. 
Regards,
[redacted]