Village Pools Inc

We have been in business for yearsWe have helped 1000s upon 1000's of homeowners and commercial properties with their HVACIn that time we have never had one Revdex.com complaint, nor have we ever had to file a claim to our liability insurance company for repairs of our workNone in
years.! Our employee ***, did in fact make a mistake when doing the repairWhen we found out about the leak we had a restoration company at the property immediately HOWEVER due to the fact that this job requiered our insurance company to be involved we were at the mercy of the insurance companyOnce we reported it to them, we were told we have to hand it over to them in order for the claim to go throughWe had to provide them all of the necessary paperwork and they had to have their restoration companies assess the damage, claims and estimatesWe have done EVERYTHING in our power to meet the needs and demands of our insurance carrier, which by the way is one of the biggest and best in the industryWe are not allowed to send in our own restoration comapany to a job and then get reimbursed by the insurance company as this is not the guidelines we have to follow as the insuredWe have responded to the homeowner every time they have called but they have been unreasonable with both us and the insurance company in demanded we bypass the process of estimates, assessing damage etcWhile it was never our intention to have one of our employees make a mistake, it does happen rarely. We do everything to rectify the problem by following laws and procedures set forth by our insurance companyWe are the honest guys, we have been for years and we stand by our nameOur business has been built on honesty and integrityWe have apologized for our employee's mistake and have made sure that the homeowner's property will be fully restoredAs I stated we have never had a claim or a Revdex.com complaint in years of doing businessThe insurance company will make sure their home is restored, we just have to follow the procedures set by the insurance companyThe insurance company has also stated that this customer is extremely unreasonable rude and does not want to follow the necessary steps to get their house fully restored

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed are below[There was no offer to be had to resolve this wrongMrBrown did not offer any solution that I can seeHis response included no DETAILED resolution to this matterHe states HE is at the mercy of the insurance companyI ask if he is at the MERCY, then how would you categorize my family's situation? As far as Honest Guys AKA Air Services Hvac company providing paperwork to the insurance company in any kind of quick manner is disingenuous at best We know it took several days for Air Service to give the insurance company the paperwork their insurance company requestedAs a matter of fact, we have every reason to believe that the claim was not even filed until almost a week after the incident because we receive a letter from the insurance company stating as such.For Air Services to state we are unreasonable with them and further state that my husband has been rude and unreasonable is simply not trueFurther to state we demand the insurance company bypass the estimates, assessment of damage etc is such a misrepresentationNumerous attempts were made to the contraryMy husband has made numerous attempts to arrange for an insurance adjuster to come out to view the home including coordinating with *** *** to make sure they would be available to be present.All attempts to arrange an appointment for the adjuster to assess the damage fell on deaf ears.Any documentation that was requested was submit to the insurance company within hours of the requestMy husband was in contact with *** *** to ensure the necessary documention was provided to the insurance companyMy husband even had to contact AIR SERVICES to inquire as to when they would be submitting the documentation THEiR insurance company requested. Many hours were taken day to make sure ALL of the process was being followed but there was little to no progressAll we kept getting was insurance company's voicemail or delayed responses to e mails when we tried to pin down a timeframe on when our house would be fixedAll that was told to us time and time again was either the insurance company is waiting for something that was never made clear or an adjuster will be calling on.....We have never tried to bypass any insurance processIf anything we were doing everything in our power to move this along We were doing all the work and making no progress AIR Services wants to hang their hat on the notion that their insurance company is ONE of the BEST in the nationAll I can say is if this is one of the best then we would like to know who specifically they are referring to because it has not been clear to us We received correspondence from *** *** *** who at some point then sourced it out to *** ***Which made it that much more difficult to figure who was supposed to do what.Bottom line is this has been a very exhausting We know accidents happen, but at the end of the day it is about how that is remedied with the least amount of inconvenience to the customer dealing with the aftermath Unfortunately this company failed on all accounts.
Regards,
*** ***

We have been in business for yearsWe have helped 1000s upon 1000's of homeowners and commercial properties with their HVACIn that time we have never had one Revdex.com complaint, nor have we ever had to file a claim to our liability insurance company for repairs of our workNone in
years.! Our employee ***, did in fact make a mistake when doing the repairWhen we found out about the leak we had a restoration company at the property immediately HOWEVER due to the fact that this job requiered our insurance company to be involved we were at the mercy of the insurance companyOnce we reported it to them, we were told we have to hand it over to them in order for the claim to go throughWe had to provide them all of the necessary paperwork and they had to have their restoration companies assess the damage, claims and estimatesWe have done EVERYTHING in our power to meet the needs and demands of our insurance carrier, which by the way is one of the biggest and best in the industryWe are not allowed to send in our own restoration comapany to a job and then get reimbursed by the insurance company as this is not the guidelines we have to follow as the insuredWe have responded to the homeowner every time they have called but they have been unreasonable with both us and the insurance company in demanded we bypass the process of estimates, assessing damage etcWhile it was never our intention to have one of our employees make a mistake, it does happen rarely. We do everything to rectify the problem by following laws and procedures set forth by our insurance companyWe are the honest guys, we have been for years and we stand by our nameOur business has been built on honesty and integrityWe have apologized for our employee's mistake and have made sure that the homeowner's property will be fully restoredAs I stated we have never had a claim or a Revdex.com complaint in years of doing businessThe insurance company will make sure their home is restored, we just have to follow the procedures set by the insurance companyThe insurance company has also stated that this customer is extremely unreasonable rude and does not want to follow the necessary steps to get their house fully restored

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed are below[There was no offer to be had to resolve this wrong. Mr. Brown did not offer any solution that I can see. His response included no DETAILED resolution to this matter. He states HE is at the mercy of the insurance company. I ask if he is at the MERCY, then how would you categorize  my family's situation? As far as Honest Guys AKA Air Services Hvac company providing paperwork to the insurance company in any kind of quick manner is disingenuous at best.  We know it took several days for Air Service to give the insurance company the paperwork their insurance company requested. As a matter of fact, we have every reason to believe that the claim was not even filed until almost a week after the incident because we receive a letter from the insurance company stating as such.For Air Services to state we are unreasonable with them and further state that my husband has been rude and unreasonable is simply not true. Further to state we demand the insurance company bypass the estimates, assessment of damage etc is such a misrepresentation. Numerous attempts were made to the contrary. My husband has made numerous attempts to arrange for an insurance adjuster to come out to view the home including coordinating with [redacted] to make sure they would be available to be present.All attempts to arrange an appointment for the adjuster to assess the damage fell on deaf ears.Any documentation that was requested was submit to the insurance company within hours of the request. My husband was in contact with [redacted] to ensure the necessary documention was provided to the insurance company. My husband even had to contact AIR SERVICES to inquire as to when they would be submitting the documentation THEiR insurance company requested. Many hours were taken day to make sure ALL of the process was being followed but there was little to no progress. All we kept getting was insurance company's voicemail or delayed responses to e mails when we tried to pin down a timeframe on when our house would be fixed. All that was told to us time and time again was either the insurance company is waiting for something that was never made clear or an adjuster will be calling on.....We have never tried to bypass any insurance process. If anything we were doing everything in our power to move this along.  We were doing all the work and making no progress.  AIR Services wants to hang their hat on the notion that their insurance company is ONE of the BEST in the nation. All I can say is if this is one of the best then we would like to know who specifically they are referring to because it has not been clear to us.  We received correspondence from [redacted] who at some point then sourced it out to [redacted]. Which made it that much more difficult to figure who was supposed to do what.Bottom line is this has been a very exhausting.  We know accidents happen, but at the end of the day it is about how that is remedied with the least amount of inconvenience to the customer dealing with the aftermath.  Unfortunately this company failed on all accounts. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the businesses reply, I would first like to know why I'm asked to keep personal names confidential, and the business is allowed to publish my name?Secondly, the information in the response from the business is inaccurate. In fact, it is a downright lie. The complaint here is in reference to the way the employees and the business in general treat their customers. One should never leave a business feeling humiliated. Period. The business has NEVER issued an apology for this poor treatment. Two different people accompanied me to the location and both remarked upon how poorly I was treated.  The business' response proves this point. Unacceptable.

[redacted] purchased an above
ground pool package that included a 1 Hp [redacted] Cartridge filter on
July 5, 2014 and picked up on July 10, 2014.  Hayward Pool Products provide a 1 year
warranty on their filter systems.  She brought
the filter back in shorty after that with a...

noise problem and we replaced it no
charge. After inspecting the filter she brought back we found no defects in it,
but we wanted to satisfy the customer. On August 15, 2015 she brought in the
filter top claiming that it was leaking, well over the warranty period, and we
provided a new o-ring that cost $17.99 to her at no charge. She told us that
she was having a problem with attaching her vacuum hose and I told her to try
to push harder to get it fit because some people do not understand that it fits
onto a tapered fitting. I told her if that doesn’t work she should bring it in
so we can see it, as there may be a defect. On August 17, 2015 Ms. [redacted] and a
gentleman brought her pump from the filter system into the store claiming it
was loud and not running right. I plugged it in and it ran fine. The gentleman
who was with her said that it had been running hot. I asked him if it was on
its own dedicated circuit as it should be and he said no, and he had told her
before that it should have on its own circuit but she never had that done.  That can make the pump run hot and shorten its
life.
                In
April 2015 Ms. [redacted] scheduled her pool to be opened. Our service tech was
running a little late from the previous job and Ms. [redacted] could not wait. She
called, very irate, and I told her that she did not have to be there during the
opening. She said that her equipment was in the house and needed to have the
tech carry it to the pool. We tell all customers to have whatever equipment
needed to open the pool, poolside AT LEAST A DAY  before the scheduled opening. She then stated
that she did not know what equipment went with the pool. She then carried the
equipment to the pool after I told her if it was there he could open the pool.
This went on over several phone calls with her yelling on the phone. At first
she said she didn’t want us to come there and then she wanted us to go there .
She then said she expected some kind of discount of which I agreeded to but did
not give her an exact amount of the discount as I would have to talk to the
tech afterwards to find out what he had to do. She then said she should get the
opening for free. That I did not agree to.   I
called our tech at least 4 times to tell him to go or not to go. She wanted to
reschedule for late in the day, but our techs quit at 4:00 so that would not
work. She then wanted it done on a Saturday and we do not do openings on Saturdays.
I told her to find a different company to do the opening, one that could work
with her schedule better.
                At this
point we would advise Ms. [redacted] to contact [redacted] Pool Products to find
another warranty service center, as it is their warranty. I’m sure they can
provide the phone number of one convenient to her.

Review: Mark at Village Pools, the manager of the business, was unfriendly, uncooperative, demeaning and made me leave the store feeling humiliated. I was sold a pool system by this business last year and the pump and filter system is failing. It is less than a year old. I have called the business and gone there in person. Mark keeps telling me that it is my fault that the system is not working and that I just need to "push harder" to make the vacuum piece work, when in fact the hose is too small for the piece to fit. He was also laughing at me as I tried to explain to him what was wrong with the filter system. The man never apologized to me once that I was having difficulty with what I purchased from the store. He never tried to help or make the situation correct. It is also notable that I had scheduled the store to open my pool for me in April, 2015. I took the day off work and the company never showed up to open my pool. I called to complain and was again made to feel less than human by this man and this company. I am almost certain it is because I am a woman that this man feels he can treat me this way. I have asked to speak to the owner and have never received a phone call. This business discriminated against me because I am a woman asking for their assistance. Horrible customer service. Absolutely degrading and hateful people.Desired Settlement: I wish for this company to refund the money for the filter system since I have to get a new one. The pool and filter system are barely a year old. I've been told that filter systems should last for years.

Business

Response:

[redacted] purchased an above

ground pool package that included a 1 Hp [redacted] Cartridge filter on

July 5, 2014 and picked up on July 10, 2014. Hayward Pool Products provide a 1 year

warranty on their filter systems. She brought

the filter back in shorty after that with a noise problem and we replaced it no

charge. After inspecting the filter she brought back we found no defects in it,

but we wanted to satisfy the customer. On August 15, 2015 she brought in the

filter top claiming that it was leaking, well over the warranty period, and we

provided a new o-ring that cost $17.99 to her at no charge. She told us that

she was having a problem with attaching her vacuum hose and I told her to try

to push harder to get it fit because some people do not understand that it fits

onto a tapered fitting. I told her if that doesn’t work she should bring it in

so we can see it, as there may be a defect. On August 17, 2015 Ms. [redacted] and a

gentleman brought her pump from the filter system into the store claiming it

was loud and not running right. I plugged it in and it ran fine. The gentleman

who was with her said that it had been running hot. I asked him if it was on

its own dedicated circuit as it should be and he said no, and he had told her

before that it should have on its own circuit but she never had that done. That can make the pump run hot and shorten its

life.

In

April 2015 Ms. [redacted] scheduled her pool to be opened. Our service tech was

running a little late from the previous job and Ms. [redacted] could not wait. She

called, very irate, and I told her that she did not have to be there during the

opening. She said that her equipment was in the house and needed to have the

tech carry it to the pool. We tell all customers to have whatever equipment

needed to open the pool, poolside AT LEAST A DAY before the scheduled opening. She then stated

that she did not know what equipment went with the pool. She then carried the

equipment to the pool after I told her if it was there he could open the pool.

This went on over several phone calls with her yelling on the phone. At first

she said she didn’t want us to come there and then she wanted us to go there .

She then said she expected some kind of discount of which I agreeded to but did

not give her an exact amount of the discount as I would have to talk to the

tech afterwards to find out what he had to do. She then said she should get the

opening for free. That I did not agree to. I

called our tech at least 4 times to tell him to go or not to go. She wanted to

reschedule for late in the day, but our techs quit at 4:00 so that would not

work. She then wanted it done on a Saturday and we do not do openings on Saturdays.

I told her to find a different company to do the opening, one that could work

with her schedule better.

At this

point we would advise Ms. [redacted] to contact [redacted] Pool Products to find

another warranty service center, as it is their warranty. I’m sure they can

provide the phone number of one convenient to her.

Review: I used this buisness once before and had no problems. I was told how much it would cost and that is what I paid. I used this buisness again but had a problem this time. I contacted village pools and asked what it would cost to have someone come here and trouble shoot an issue with my pool. My issue was low flow pressure in the return lines and high pressur in the filter. I was told it would be $89.00 an hour which I agreed to. The tech showed up on 7/9/14. He arrived at 1:08 pm and left at 1:30 pm. He told me he thought I had a clogged return line and would return later with parts to bypass the return lines and that would tell for sure if that was the problem. He never came back that day. Returned 7/10/14 at 2:00 pm and left at 2:35 pm. He had no parts with him but under instructions from his office he back washed the filter and partially dismantled it to inspect it. I asked him why because I told him the filter was brand new and it was only ran for 30 seconds since it was put in. The filter was clean it was brand new there was nothing wrong with it. He told me the office told him to do it and he had to do what he was told to do. To me this was totally unnecessary. On 7/11/14 he returned with a helper at 9:00 am and put the above ground return line on the filter turned the filter on and it worked like it should. They left at 9:30 am. My wife called village pools and said pressure was real high again. Showed up again at 11:00 am and said water level in pool was low that was why pressure was up and he put in garden hose in pool and turned it on and left at 11:30 am. The tech spent a total of 2 hrs working on my pool but I was billed for 3. I was charged $267.00 for labor an tax and parts which totaled $389.01. I called and tried to work the discrepency out with [redacted] the owner but he told me that I would pay the whole amount or he would press charges against me. He wasn't an easy man to talk to kind of a better than you attitude. I put the full total on my charge. I reluctantly paid the bill.Desired Settlement: I seek a credit to my charge card in the amount of $94.34 which includes the 1 hr labor cost plus tax.

Business

Response:

We were contacted by Mr. [redacted] and he stated that he could not get a good return flow of water back into the pool and that he was getting a high pressure reading on his filter tank. Ussualy this means that the filter is dirty. He told us the filter was new( he did not purchase it from us). Our tech thought it may be a clogged return line, but before he started replumbing the return line he thought he'd check the filter to make sure it was clean. It was clean, so he ran a new line above ground and everything ran well. We were called out again for a problem, but it just turned out that the customer did not have enough water in the pool to run the system properly. With the different trips to his house and the time to get there, we actually had almost 4 hours in this job. We billed him for 3. We will refund 1 hour as requested to make the customer happy.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.