24 Karat Pool & Spa, Inc

Complaint: ***
I am rejecting this response because: 1) The tech never turned the pump on
Regards, 2) He said that he would change the sand/he said that he was going to bring his son to help do this
3) Told him that it had been about 4-years on the sand change and that it needed changed
*** 4) What kind of pool service doesn't change sand in filters/part of any pool service
5) Again poor business/called multiple times to discuss bill
6) I contacted Home Warranty and made a formal complaint about the service/that's why it's been dropped

The technician, ***, one of the *** of Karat Pool & Spa Services, Incwas the tech who conducted the diagnostic at Mr*** home. Upon arrival the technician did not receive the service fee which
Mr*** home warranty requires we pick up prior to even diagnosing any problems. However, in an effort to move along the home warranty process and conduct the diagnostic in a timely manner the technician moved along and diagnosed the system. After turning on the equipment the tech instantly found the problem as water was spraying out from a herniated bulkhead nut o-ring on the multiport valve. The tech immediately shut the system off as to avoid damaging the equipment further. Mr*** was informed by the tech that this failure is consistent with high pressure in the filter, as high pressure in the filter not only affects the filter itself but every other piece of equipment in-line with it. The technician asked Mr*** when the last time the sand in the filter was changed and he told the tech it had been a while and wanted us (Karat Pool & Spa) to also change the sand in the filter. Mr*** was informed that we do not change the sand in filters at this time but if approved by his home warranty company we would be back the following Tuesday to fix the problem on the valve and also replace the filters pressure gauge. After the tech gave his diagnosis to the home warranty company the home warranty company denied the claim, stating that the homeowner did not have coverage for problems with equipment that arose due to high pressure / dirty filter. The home warranty company, as is standard procedure, assured us they would contact the homeowner and inform them that the claim was denied and give the homeowner a COD cost on repair. The home warranty company insists on calling home*** with denied claims because they have direct access to the home*** policy
After trying several times to collect the service fee we contacted Mr*** home warranty company and informed them that Mr*** was refusing to pay the required service fee. The home warranty company instructed us to send at least two invoices to the homeowner and after that the home warranty company would then allow us to close out the claim