Rainbow Pools, Inc.

First I would like to state that I value my reputation and that of Rainbow Pools Inc very highly. This is obviously confirmed by being in business for more than 35 years with this being the first complaint to the Revdex.com that I have ever been made aware of. I have been taking...

care of the pool at [redacted]. for its owner [redacted] for most, if not all, of the 36 seasons I have been servicing pools as Rainbow Pools Inc. I am not sure if I started servicing this pool in 1980 when I went into business, or soon after that. However, I have serviced the pool continuously since [redacted] first called me to his home opening and winterizing the pool every year as well as providing repairs, equipment replacements, liner replacements, chemicals, service and repair as needed. Such long continuous relationships are the norm for Rainbow Pools as we make every effort to provide prompt quality service with a higher degree of attention to detail than most other pool companies. When we opened the pool on 5/12 [redacted] inquired about weekly service for the pool, and the use of a solar cover. I explained that from my point of view solar covers are not cost effective. While they may save some heat loss by reducing evaporation, they add a considerable time and effort to maintaining a pool. When a solar cover is used the dirt, leaves, buds, pollen, etc. that accumulate on the cover need to be cleaned off whenever the cover is taken off the pool to clean the pool. If you roll up a dirty solar cover on a cover reel, the dirt that was on top of the cover sticks to the wet underside of the cover as the cover is rolled up. When the cover is reinstalled on the pool the dirt (now stuck to the underside of the cover) falls into the clean pool and makes the pool dirty before even leaving the job site. Rather than using a solar cover I suggested using a product called Cover Free to reduce evaporative heat loss, while saving money not only in heating the pool, but also labor in cleaning, removing and reinstalling the cover. [redacted] accepted my advice at first and inquired about the cost of weekly service. I explained that we do all of our work on a time and material basis at $95.00/ man-hour. First hour has up to 45 minutes working time and 15 minutes travel time. Billed in ½ hour increments after that. Same terms as I have used since starting business in 1980, although the hourly rate has increased over time. I explained that this is how we charge for weekly service as well. However, I said that with no solar cover on the pool I’d be willing to service that pool for $95.00/week, servicing it every week. [redacted] then scheduled our first weekly service to be on 5/22. When I called to confirm the appointment [redacted] said they had decided to have us install the solar cover on the reel and said they wished to use it. Since I had already thoroughly described the disadvantages before they made this decision, we proceeded as [redacted] requested. On 5/22 we serviced the pool, removed the hardware from the cover reel straps  being careful not to break it so we could reuse it and installed the cover on the reel. Total time with the additional work was billed as 2 men for one hour each. One week later I called to confirm the service appointment, at which time [redacted] asked us to skip that week. One week later I again called to confirm the service appointment, at which time [redacted] asked us to skip that week as well. On 6/12 [redacted] had us service the pool for the first time in three weeks. As you can imagine with springtime buds, and debris the solar cover was a mess. Based on the time on the job I should have charged 2 men for 1-1/2 hours each, but as a goodwill gesture only charged for one man and listed the other as “courtesy” in the total labor column of the invoice. We continued with the weekly calling to confirm the appointment and again serviced the pool after a two week interval. On 6/26 I charged for the full time the job took with cleaning the solar cover, 2 men at 1-1/2 hours each. The next week when I called to confirm [redacted] said let’s just service the pool once every three weeks. We serviced the solar covered pool on 7/17 and 8/5 charging for 2 men at 1 hour each on 7/17, and 2 men at 1-1/2 hours on 8/5. I believe I thoroughly explained how we charge, and charged fairly for services rendered. [redacted] changed the task with the addition of the solar cover as well as the work required per visit by reducing the frequency. Hardly the terms initially agreed to.  How another service company charges or performs a service is not necessarily with the same diligence as with which we work. There are many options within the marketplace, some more expensive than Rainbow Pools and some less expensive. In any purchase there are 3 components; service, quality, and price. You can always pick any two. To think you can get high quality, excellent service, and low price is unreasonable. We service more than twenty pools on a weekly basis. Some are a one hour charge, some are more, and all depend on the past weeks weather. Wind blows things in to pools. Nonetheless, I was willing to provide [redacted] a flat rate for cleaning the pool on a weekly basis. I have attached both invoices for the entire season for convenient reference. The work performed over the 12+  week period from 5/12-8/5/2015 was billed on 8/18/2015. Check written on 9-21-2015 and mailed on 9-30-2015 for $703.00 of $2109.00 invoiced is hardly reasonable. Apparently [redacted] is paying for the opening ($702.66) and nothing more. She is not even paying for the chemicals provided in servicing. If this was a reasonable dispute it should at a minimum pay the opening, closing, chemicals, and $95.00 per visit service and dispute the remainder. This is unreasonable. I shared this information with [redacted] (the owner of the home). [redacted] was surprised since he had discussed this matter with [redacted] and offered to pay a portion of the bill to reduce her expense. He thought the matter had been resolved and that she was comfortable with that outcome. He has subsequently said that he will send payment to me. My reputation is important to me. Typing is not a skill that I possess. It has taken me two and one-half hours to honor your request to answer this complaint in writing. This brings my time invested to over 5 hours of not chargeable time for 11.5 hours of charges disputed! Rainbow Pools is a small business. I called [redacted] on a weekly basis keeping room in my schedule for her until she advised that a tri-weekly service was her preference. I did everything that she requested under the terms originally offered. I have been at the job personally for every service call invoiced on the attached bill, which is why I can state with total confidence that the charges are fair. As you evaluate how you will treat this complaint with respect to my A+ Revdex.com rating, please keep in mind that I have no financial gain from the effort of answering this complaint. I have answered thoroughly only to preserve and protect my reputation. Kind regards, [redacted]President/TreasurerRainbow Pools Inc.3664 Lakeview Rd.Hubertus, WI 53033 Cell: [redacted]Voice Mail: 262 246 6667Fax: 262 628 3932

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. I am very satisfied with the business response and would not hesitate to use them again. The lady that owns the company is very nice and a big help.
Regards,
[redacted]

Mr. [redacted] called our store and said he was having problems with his filter and needed a service call. When we responded it was determined he needed a new motor. One was installed and everything seemed fine.He called a few days later and said he had a used multiport valve that he would like...

installed and could our man come over and put it on. He did so and was paid and received a tip from the lady at the house.We did not know he was dissatisfied until we got your letter. I am sorry the time schedule did not work to his satisfaction. We cannot give specific times as you never know how long a job will take. I'm sorry he missed work, but his help was not needed. Due to inclement weather appointments get shuffled around. SEE ATTACHED

Review: When I asked price for service to clean the pool he said $95. When I got the bill it was $95 an hour per person and he has 2 people working. They came to clean the pool and charged me between $190 to $570 a visit! I also did not get the bill l until the end of the season which was 3 months later. If I got the bill immediately I would have clarified price or canceled service or called my old pool guy. There is no way I would pay this much for pool service as I have had service in the past which was a quarter of Rainbow Pools price.Desired Settlement: charged $95 per visit as I was told and which would make the bill $570 labor for 6 visits and then I would agree to pay materials which would be $334.(and tax)

Business

Response:

First I would like to state that I value my reputation and that of Rainbow Pools Inc very highly. This is obviously confirmed by being in business for more than 35 years with this being the first complaint to the Revdex.com that I have ever been made aware of. I have been taking care of the pool at [redacted]. for its owner [redacted] for most, if not all, of the 36 seasons I have been servicing pools as Rainbow Pools Inc. I am not sure if I started servicing this pool in 1980 when I went into business, or soon after that. However, I have serviced the pool continuously since [redacted] first called me to his home opening and winterizing the pool every year as well as providing repairs, equipment replacements, liner replacements, chemicals, service and repair as needed. Such long continuous relationships are the norm for Rainbow Pools as we make every effort to provide prompt quality service with a higher degree of attention to detail than most other pool companies. When we opened the pool on 5/12 [redacted] inquired about weekly service for the pool, and the use of a solar cover. I explained that from my point of view solar covers are not cost effective. While they may save some heat loss by reducing evaporation, they add a considerable time and effort to maintaining a pool. When a solar cover is used the dirt, leaves, buds, pollen, etc. that accumulate on the cover need to be cleaned off whenever the cover is taken off the pool to clean the pool. If you roll up a dirty solar cover on a cover reel, the dirt that was on top of the cover sticks to the wet underside of the cover as the cover is rolled up. When the cover is reinstalled on the pool the dirt (now stuck to the underside of the cover) falls into the clean pool and makes the pool dirty before even leaving the job site. Rather than using a solar cover I suggested using a product called Cover Free to reduce evaporative heat loss, while saving money not only in heating the pool, but also labor in cleaning, removing and reinstalling the cover. [redacted] accepted my advice at first and inquired about the cost of weekly service. I explained that we do all of our work on a time and material basis at $95.00/ man-hour. First hour has up to 45 minutes working time and 15 minutes travel time. Billed in ½ hour increments after that. Same terms as I have used since starting business in 1980, although the hourly rate has increased over time. I explained that this is how we charge for weekly service as well. However, I said that with no solar cover on the pool I’d be willing to service that pool for $95.00/week, servicing it every week. [redacted] then scheduled our first weekly service to be on 5/22. When I called to confirm the appointment [redacted] said they had decided to have us install the solar cover on the reel and said they wished to use it. Since I had already thoroughly described the disadvantages before they made this decision, we proceeded as [redacted] requested. On 5/22 we serviced the pool, removed the hardware from the cover reel straps being careful not to break it so we could reuse it and installed the cover on the reel. Total time with the additional work was billed as 2 men for one hour each. One week later I called to confirm the service appointment, at which time [redacted] asked us to skip that week. One week later I again called to confirm the service appointment, at which time [redacted] asked us to skip that week as well. On 6/12 [redacted] had us service the pool for the first time in three weeks. As you can imagine with springtime buds, and debris the solar cover was a mess. Based on the time on the job I should have charged 2 men for 1-1/2 hours each, but as a goodwill gesture only charged for one man and listed the other as “courtesy” in the total labor column of the invoice. We continued with the weekly calling to confirm the appointment and again serviced the pool after a two week interval. On 6/26 I charged for the full time the job took with cleaning the solar cover, 2 men at 1-1/2 hours each. The next week when I called to confirm [redacted] said let’s just service the pool once every three weeks. We serviced the solar covered pool on 7/17 and 8/5 charging for 2 men at 1 hour each on 7/17, and 2 men at 1-1/2 hours on 8/5. I believe I thoroughly explained how we charge, and charged fairly for services rendered. [redacted] changed the task with the addition of the solar cover as well as the work required per visit by reducing the frequency. Hardly the terms initially agreed to. How another service company charges or performs a service is not necessarily with the same diligence as with which we work. There are many options within the marketplace, some more expensive than Rainbow Pools and some less expensive. In any purchase there are 3 components; service, quality, and price. You can always pick any two. To think you can get high quality, excellent service, and low price is unreasonable. We service more than twenty pools on a weekly basis. Some are a one hour charge, some are more, and all depend on the past weeks weather. Wind blows things in to pools. Nonetheless, I was willing to provide [redacted] a flat rate for cleaning the pool on a weekly basis. I have attached both invoices for the entire season for convenient reference. The work performed over the 12+ week period from 5/12-8/5/2015 was billed on 8/18/2015. Check written on 9-21-2015 and mailed on 9-30-2015 for $703.00 of $2109.00 invoiced is hardly reasonable. Apparently [redacted] is paying for the opening ($702.66) and nothing more. She is not even paying for the chemicals provided in servicing. If this was a reasonable dispute it should at a minimum pay the opening, closing, chemicals, and $95.00 per visit service and dispute the remainder. This is unreasonable. I shared this information with [redacted] (the owner of the home). [redacted] was surprised since he had discussed this matter with [redacted] and offered to pay a portion of the bill to reduce her expense. He thought the matter had been resolved and that she was comfortable with that outcome. He has subsequently said that he will send payment to me. My reputation is important to me. Typing is not a skill that I possess. It has taken me two and one-half hours to honor your request to answer this complaint in writing. This brings my time invested to over 5 hours of not chargeable time for 11.5 hours of charges disputed! Rainbow Pools is a small business. I called [redacted] on a weekly basis keeping room in my schedule for her until she advised that a tri-weekly service was her preference. I did everything that she requested under the terms originally offered. I have been at the job personally for every service call invoiced on the attached bill, which is why I can state with total confidence that the charges are fair. As you evaluate how you will treat this complaint with respect to my A+ Revdex.com rating, please keep in mind that I have no financial gain from the effort of answering this complaint. I have answered thoroughly only to preserve and protect my reputation. Kind regards, [redacted]President/TreasurerRainbow Pools Inc.3664 Lakeview Rd.Hubertus, WI 53033 Cell: [redacted]Voice Mail: 262 246 6667Fax: 262 628 3932

Review: I hired Rainbow Pools to purchase and install a Loop Loc pool cover over my pool. They failed to cover the entire pool leaving the pool subject to winter weather and can cause major damage to the pool. The cover did not fit properly and was installed improperly. They have refused to correct the problem. They have continually lied as to coming to take a look at it and correct it. [redacted] has continued to lie to me and has failed to communicate with me.Desired Settlement: The cover needs to be replaced immediately so that undue harm does not come to my pool. I also want 50% of the money spent because of all the issues caused by this co9mpany.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Rainbow Pools, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,