Juliano's Pools, LLC

To whom it may concern;
I would like to take this opportunity to respond the the complaint filled against Juliano's Pools on 6/27/on behalf of ** *** *** *** *** first contacted Juliano's Pools in late May to open the pool, he selected the date of June
6th 2014, and requested an early AM appointment On June 6th we sent a crew out for the first job of the day to *** *** home for a basic pool opening The opening was performed by Juliano's Pools technicians, the men opened the pool successfully and did not report any problems It is typical of jobs that require a return trip for any reason to have notes on the slip stating what the problem is, and what the course of action should be to repair problems, *** *** slip had no such notes Thus meaning, the pump had achieved a full prime, pool was running as expected, and there were no leaks in plumbing system
The following morning as the slip was turned in with out a payment in hand for the service, only a hand written note that stated home owner would call in credit card, the next course of action for the office at that point is to call to retain a credit card for the service or arrange some form of payment *** ***, our accounts receivable coordinator made a phone call to contact *** *** to set up payment The call was not received and not responded too, in the following days we made several attempts to reach *** *** that were also unsuccessful It was in the days that followed that *** *** had started to call to state there was something wrong with the pool, we attempted to trouble shoot everything over the phone with him as he was experiencing pool problems for the beginning of the season The pool was green when it was opened due to be opened so late, so naturally the filter had caught quite a bit of algae and debris At this point we had instructed the home owner to back wash the filter and attempt to reconnect vacuum As he began to become frustrated with the pool he then started to make comments like why am I being charged a different amount to open the pool, after the office staff had explained to him what the difference in his opening compared to, as he called it " his neighbor down the street", he grew increasingly more frustrated
Juliano's Pools goes above and beyond to ensure that no charges are being hidden from the customers and even sends out the mailer that you can see attached to this response as proof that *** *** was not only mailed a pamphlet describing the price to open his Gunite swimming pool, but was also told about the cost when he booked the opening It was only after he was having difficulty cleaning the pool that he then had a problem with the opening Once office staff started to field complaints from *** *** we then quickly involved *** ***, as he is extremely involved and wants to make sure every client is given the attention they deserve *** had attempted to contact *** *** on separate occasions, finally reaching him on the second attempt to discuss the service, on June 26th It was during this phone call that *** again described the procedures, expectations, and cost of a gunite swimming pool opening *** *** then attempted to work with him and offer $dollars off the original service, ** *** response then was he wanted to pay half of the cost *** feeling that it was nothing Julianos Pools had done wrong, negligently, or incorrectly, unfortunately had to decline *** *** offer
The following morning *** alerted the staff of the phone call he had with *** *** and asked that we send a letter to him still with the offer of $off of his service, and stated that he would be happy to work the the customer to set up payment or any follow up service he required To this date the matter is still unsettled and unpaid for Again I ask that you review the letter that was mailed to *** *** in February, and also take into the account that no payment has even been rendered for the service that *** *** says was performed less then satisfactorily In closing we would like to re-affirm our offer to discount the rate of the opening, and state our willingness to send a service tech out to his home to meet with him to show him how to properly connect the vacuum equipment so he can clean up the pool, providing the advise session lasted less than minuets we would be happy to provide that service at no charge to assist *** *** with his Gunite swimming pool
Again I would like to thank you for the opportunity to respond the the complaint in this forum to attempt to come to some sort of resolution We look forward to tabling this matter and moving forward with the pool season, and hope this information proves valuable in settling this matter