A & M Pool Service & Supplies, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I sent a notice this morning of why payment was rejectedPayment was not in form of cash as specified in all e mails and I notice AM Pools left that detail out of their response I left work early on the th to meet them and representative from AM pools new I would not accept checkMy earlier letter states optionsBring cash to house and get equipment or send a check and when check clears my bank they may come pick equipment upI am not going to AM Pools to pick up payment or deliver equipmentNot sure why they said they are disappointed when they did not follow what their own letter to Revdex.com stated Cash payment
Regards,
*** ***

-------- Forwarded message ----------From: Jessica H***Date: Mon, Oct 12, at 1:PMSubject: ID #***To: ***@myRevdex.com.orgCc: *** ***
Happy Columbus Day ***,
This is Jessica, the service representative with A&M Pools in Dillsburg, PAI am writing today to let you know that A&M Pools and *** *** have reached an agreement in regards to complaint #***.
A representative will be meeting with *** *** tomorrow, October 13th 2015, at his home to retrieve our company property and to issue him a refund in the amount of $cash.
We will contact Revdex.com after the transaction has been completedIf there are any other steps that we are required to take with the Revdex.com to ensure proper closure, please let us knowWe also wanted to thank you again for all of your time and effort in this complaint and are happy to finally reach resolutionSincerely,
Jessica
A&M Pools

August 26, 2015To whom it may concern;I am writing today in response to the complaint that has been made to the Revdex.comIt is regretful that you were unsatisfied with your service with A&M Pools IIWe take pride in ourselves for outstanding customer service.The only reason we
were not able to return to *** ***'s on May 20th, is because there was a medical emergency and I was in the ER all that day*** *** had asked me to return to his property immediately and was demanding repayment for work that was already completed, I was unable to meet his demand as we had a signed contract for his service.There was a verbal disagreement between the customer and me, during which he threatened to Sue my companyI was warned to never return to the property and therefore could not fulfill the contract.*** *** claims $overpayment of the pool and that he paid the amount of $2,Our employee received $2,cash payment from *** ***'s neighbor which shows no $overpayment of the cost of the pool.There is the matter of the filter installation which he was asking $refund, we did not finish because we were not allowed on the property according to the customerThis was also in opposition to our contractual obligation.A request in the amount of $for filter repairs is also unfounded*** ***, who claims to have expertise in this field, ran the filter without DE powder, which is detrimental to its operation and caused the filter to malfunctionThis shows that his filter repair bills are completely in his own liability.In the instance of imperfections in the pool floor, the contract that we both signed specifically states that we are not responsible for this due to too many variables beyond our control therefore I dispute the validity of this request as well.In the end *** *** possesses a $1,vinyl liner vacuum without paying for it or even having to meet his end of our service agreementThe customer has retained A&M Pool's company property that needs to be returned in working order with the proper hose, valued at $If *** *** refuses to return the equipment there will be a suit filed against him.*** *** will be held liable for the MISSING company property that he possesses and the remainder of what is owed to A&M Pools II in the amount of $1,200.00.I appreciate your time and consideration in this highly unfortunate matterWe look forward to resolution as soon as possible.Sincerely,Mike L

June 26,There is only so much that can be done to retrofit a new pool next to an existing deckAfter the initial sales call, *** and homeowner discussed the retrofit of the new pool to the existing deckHomeowner stated that he had a deck worker that would take care of the gap if
the pool did not fit perfecdyThe first pool was three to five inches awayThe bottom tracks of the pool were 3/4" bigger than the prior pool, and there was no guarantee that it would fit exactlyHomeowner was aware that the new pool might not fit properly since the deck was built to conform to a pre-existing pool.In the beginning, the homeowner was made aware that the pool is situated on a hill, and that all the rain water runs toward the pool area from the driveway and areas around the poolThe homeowner was not concerned about this and dismissed the fact that this pool is a sand bottom and that a washout could happen prior to installation of the poolThe homeowner bought three bags of concrete to fill in an area that washed out in his same old pool area that has washed out againA&M also had purchased, delivered, and installed sand around the outside bottom of the pool as an extra barrier to prevent a wash outAfter the first installation of the first pool, the homeowner was not happy with the pool, not due to installation, but in his estimation, it was an inadequate pool that did not meet his standardsHowever, the homeowner had two other options of pool to choose fromHe chose the cheapestHis choice has resin pieces for longevityAs a consequence, you lose sturdiness/stiffnessAll pools are engineered and designed with different aspects and the homeowner chose to want a different pool, and as a result wasted the pool waterIn an effort to appease the homeowner, A&M then got him a new pool, incidentally, at costA & M neither charged the homeowner to remove existing first pool, nor charge to install new pool, A & M also paid for one truck load of water, which is above and beyond what A&M had to do per contractThe homeowner had purchased his own liner due to not approving of the selection A&M had to offerHe did not want to purchase another liner for the new pool, so we reused the one from the first pool, therefore the price of the liner was never included in the purchase from A & MA & M should not be responsible to pay for a new one.The wash out occurred mainly due to the lack of proper water runoff and above average precipitationWe installed the pool in May and there were no issues for the following monthsIt is obvious that the wash out occurred during snow melt or from the excessive rain we had in the fall of and spring of A & M would have been happy to fix the wash out, but we are not obligated to pay for water, nor the liner, as it is not our responsibility per contractIt is incumbent upon the homeowner to take proper measures to prevent this lack of proper water runoff during the fall/winter/spring monthsWe now know for certain prior measures were not adequateThe homeowner must do something more to prevent water runoff toward the pool areaDue to the harsh winter, problems with above ground pools increasedA&M has not had the time to observe the damage at the siteWith limited manpower, it has been difficult to comply with the homeowner's request for a time frame of Friday, Saturday or Sunday in order for him to be presentWe understand his request, but we should be allowed time to comply.The pool was properly installedTo obtain proper shape and height, one cannot tamp a berm that is four to five inches that has been packed in by a trawl.A&M has over years of experience and has always performed in a professional mannerIn this instance, A&M has gone above and beyond contract obligations.A&M cannot warranty or fix anything for free that is damaged by mother nature

...

                                                      June 21, 2016To whom it may concern,[redacted]’s three or four phone calls were not returned as
he had left detailed messages of his concerns. 
His concerns were to be addressed and he knew where this was going.  I did in fact stop at [redacted]’s house but
he was not home at that time. While I was at his house I took notes of his
concerns.  [redacted]’s concerns were that
his liner was coming out of the pool, the pool is not in the correct round
shape and liner seam not hitting center. 
[redacted] was also concerned that his pool was not level.  I took the time to carefully check all of his
concerns and everything was within the guidelines for his pool.   [redacted]
was not measuring from the proper or correct spots and was trying to do it by
himself.   I then made another trip out to [redacted]’s
home to show him that everything was up to par and within guidelines. I used a
$300.00 measuring laser and also a tape measure to show him that everything was
within the standards for his pool.   [redacted] argued with me that you should
measure from the back of the coping.   You
are supposed to measure from inside wall to inside wall.  The pool panels are also curved so if you
measure from the wrong spots you will not get the accurate reading. The pool
was within the standards that it needs to be. 
 [redacted] Pools does not put exact measurements
in their instructions.  As to the level
of the pool, if you are measuring with a tape measure to the water line that is
not an accurate reading.    [redacted]’s
pool was set using a high end laser.   [redacted] did not measure with any type of
proper transit.   The liner seam zig zags
because of the way the mend of the seam is done and has no effect on the liner.  The seam was up to the proper pool install
practices.  It is typical of a beaded
liner to pop out on the initial installation. 
To put the liner back in the track is an easy fix. When I went to [redacted]’s
home and while I was there I did in fact put his liner back in the track.  Over the winter months a liner may pop out of
the track which is typical and needs to be put back in. This can happen with
any and all types of pools and as part of the job as pool installers we do
often need to put liners back in their tracks... Pictures were taken throughout
the pool installation and those pictures were sent to [redacted] Pools.  After [redacted] Pools received the pictures, one
of their representatives spoke with [redacted] several times.  [redacted] Pools reassured [redacted] that we
are professional pool installer that has been doing this for a long time.  [redacted] was also reassured that our company
has been installing [redacted] pools longer than any other pool company in this
area.  [redacted] was also reassured that
his pool was up to the standards that it needed to be.  [redacted] Pools reassured [redacted] that there
would be no problems with the pools warranty if A&M is paid for the job they
did.  I have pictures of every step of the
pool installation. During the installation I asked [redacted] to come out and
check if we had set the pool at the proper height to be level with his deck.   We had
previously determined a spot in the beginning but wanted to double check that it
was where he wanted it to be.  [redacted]
determined it need to be 1 ½ inch lower so we went back and lowered the patio
blocks for all the panels as to accommodate [redacted] wishes.  Lowering   the patio blocks made the excavation a little
high for [redacted]s liking.  I advised him
not to lower it as much, being as it was too late to lower his excavation work.  We did what he asked us to do with the
exception of hand digging the center of his pool an inch lower.  [redacted] stated he would dig the middle of
the pool out himself which made him very upset. 
 [redacted] stated he was upset
about having to dig out his pool and that is why he would not be paying the
remainder of his contract balance.  [redacted] also accused us of being unprofessional [redacted] hired another
individual to do his excavation work for the pool site.  This was fine with our company.   [redacted]
did not hire our company or anyone affiliated with our company to do his
excavation work.   If [redacted]’s
excavation work was not up to his personal standards this has no bearing on our
work or company   as we were not hired to do any excavation
work.    I was
willing to try to work with [redacted]
but he was not satisfied with any answers to the issues he had with our company
and his pool installation.  At this point
I am done working with [redacted] as we cannot come to a resolution that will
satisfy him.  I wish to no longer work
with [redacted] as he lost his temper and got right in my face in a threatening
manner when I went to his home to reassure him his pool was up to standards
that it should be at. [redacted] owns the balance of his contract with the
exception of the items we deducted from his outstanding balance.  The things [redacted] claims he needed to have
done to his pool in my professional opinion and years of experience were not necessary.
  I feel we installed a quality pool that
will have a full warranty issued once he pays the remainder of his contract
balance.   I will gladly send a winter
cover to [redacted]’s home by [redacted] once we receive the remainder of his contract
balance minus the items we deducted.   I
stand behind my work and my reputation. Thank you for
your time concerning this matter.                                    �...⇄ /> Michael L

August 26, 2015
To whom it may concern;
I am writing today in response to the complaint that has been made to the Revdex.com. It is regretful that you were unsatisfied with your service with A&M Pools II. We take pride in ourselves for outstanding customer...

service.The only reason we were not able to return to [redacted]'s on May 20th, 2015 is because there was a medical emergency and I was in the ER all that day. [redacted] had asked me to return to his property immediately and was demanding repayment for work that was already completed, I was unable to meet his demand as we had a signed contract for his service.
There was a verbal disagreement between the customer and me, during which he threatened to Sue my company. I was warned to never return to the property and therefore could not fulfill the contract.[redacted] claims $50.00 overpayment of the pool and that he paid the amount of $2,050.00. Our employee received $2,000.00 cash payment from [redacted]'s neighbor which shows no $50.00 overpayment of the cost of the pool.
There is the matter of the filter installation which he was asking $140.00 refund, we did not finish because we were not allowed on the property according to the customer. This was also in opposition to our contractual obligation.A request in the amount of $115.00 for filter repairs is also unfounded. [redacted], who claims to have expertise in this field, ran the filter without DE powder, which is detrimental to its operation and caused the filter to malfunction. This shows that his filter repair bills are completely in his own liability.
In the instance of imperfections in the pool floor, the contract that we both signed specifically states that we are not responsible for this due to too many variables beyond our control therefore I dispute the validity of this request as well.
In the end [redacted] possesses a $1,000.00 vinyl liner vacuum without paying for it or even having to meet his end of our service agreement. The customer has retained A&M Pool's company property that needs to be returned in working order with the proper hose, valued at $200.00. If [redacted] refuses to return the equipment there will be a suit filed against him.
[redacted] will be held liable for the MISSING company property that he possesses and the remainder of what is owed to A&M Pools II in the amount of $1,200.00.
I appreciate your time and consideration in this highly unfortunate matter. We look forward to resolution as soon as possible.
Sincerely,
Mike L

-------- Forwarded message ----------From: Jessica H[redacted]<[redacted]@[redacted].com>Date: Mon, Oct 12, 2015 at 1:20 PMSubject: ID #[redacted]To: [redacted]@myRevdex.com.orgCc: [redacted] <[redacted]@[redacted].com>Happy Columbus Day [redacted],This is Jessica, the service representative with A&M Pools in Dillsburg, PA. I am writing today to let you know that A&M Pools and [redacted] have reached an agreement in regards to complaint #[redacted]. A representative will be meeting with [redacted] tomorrow, October 13th 2015, at his home to retrieve our company property and to issue him a refund in the amount of $265.00 cash. We will contact Revdex.com after the transaction has been completed. If there are any other steps that we are required to take with the Revdex.com to ensure proper closure, please let us know.We also wanted to thank you again for all of your time and effort in this complaint and are happy to finally reach resolution.Sincerely,JessicaA&M Pools

[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 with the exception that, upon receiving payment, I expect that the warranty will go into effect and warranty paperwork will be mailed to me.
Regards,
[redacted]

[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:
I sent a notice this morning of why payment was rejected. Payment was not in form of cash as specified in all e mails and I notice AM Pools left that detail out of their response.  I left work early on the 13 th to meet them and representative from AM pools new I would not accept check. My earlier letter states options. Bring cash to house and get equipment or send a check and when check clears my bank they may come pick equipment up. I am not going to AM Pools to pick up payment or deliver equipment. Not sure why they said they are disappointed when they did not follow what their own letter to Revdex.com stated.  Cash payment
Regards,
[redacted]

------- Forwarded message ----------From: Mike A&M pools<[redacted]@[redacted].com>Date: Wed, Aug 3, 2016 at 5:00 PMSubject: ID [redacted]To: [redacted]@myRevdex.com.org                                                                                  August 3,2016   To whom it may concern:                                             As a show of goodwill, A&M Pools is willing to accept [redacted]s offer as follows:We will deduct $2000.00 for the pool installation and $240.00 for one load of water.We will order [redacted]'s winter cover and have it shipped to him as soon as we receive the cover from our distributor. A&M Pools is not admitting to any wrong doing.We have no future liability to or with [redacted] and /or his pool.We agree to these terms if the remaining balance of $1304.00 is received within five business days from the date of settlement.  This agreement will allow both parties to move forward with other things.Thank you,A&M Pools

Review: A & M Pool was conracted to replace an existing above ground swimming pool. Prior to the purchase, I was assured by [redacted] that he would be able to install a replacement pool that would be a direct fitment to my old pool as it has a pool deck built around at least 1/3 of the pool diameter. Once the pool was erected and filled with water, the pool did not fit. The horizontal rails were 6" longer than my old pool which created large gaps between the deck and the pool. The gaps were of a serious safety concern as a foot could easily fit into the gap. Additionally, the pool recommended by [redacted] was very poor quality. The vertical support on the pool was bent the first day and by holding the sides, one could shake the entire pool to where I felt if there were people splashing and ceating waves in the pool, it would probably colapse. I contacted [redacted] and he and his father came out and his father acknowledged that the pool erection was improper and unsafe. Additionally, they both acknowledged that they had other complaints about that particular pool manufacturer and they were not going to use them again. I informaed them that I wanted a solid, well constructed, safe pool that fit my deck. I also informed him he should get the dimensions of the pool pieces and ensure they match the old pool so we did not have fitment issues again and finally said I was willing to pay more for a better pool.

After draining the new pool and while installing a second pool, we questioned the base preparation several times (they did not tamp the sand) and was told that our previous pool base was adequate and we would not have any problems even though this pool was 6" deeper which in theory one would thing the base needed to be made up. During the install, the liner was reused from pool one so the return holes did not match and had to be patched which is not what I expected to pay for a brand new pool with a 4" patch in it. Also, I had to pay for a water truck to refill the second pool which was additional expense that I should have not had to pay as the rework was required due to their fault.

Fast forward to opeining the pool this spring, less than a year from the install of the 2nd pool and now we have wash out of the sand on the sides so bad you can see the brick pavers where the verticle stanions are positioned poking through the liner which will eventually leak. The washout areas comprise at least 1/3 of the pool diameter and in areas are over a 18" wide.

My wife and I have contacted [redacted] on several occasions, no return call. When I call the store and speak with his Mother, I usually get a call back but he has yet to commit to coming out to look at the problem and says he is too busy. He has trid to say that because we've had a bad winter, this can happen. I installed my last swimming pool by myself and it stood for 16 years through many bad winters with no issues. This problem is going to require draining the pool again, placing more sand and this time, tamping it so it is solid, and replacing the liner with a new one as the liner is stetched into the sink holes and already patched once due to their first attempt. Finally, the pool will need refilled and chemicals added which I should not have to pay for as I've already payed for two fills because of there mistakes.

I'm trying to be as patient as possible however, I initially contacted him a month ago and there has been no attemp to even come out and look at the damage let alone attempting a repair.Desired Settlement: Listed above in problem section. Basically, fix the pool the right way. I paid this company in full and have been more than patient with regards to rework and paying additonal for their mistakes.

Business

Response:

June 26,2014There is only so much that can be done to retrofit a new pool next to an existing deck. After the initial sales call, [redacted] and homeowner discussed the retrofit of the new pool to the existing deck. Homeowner stated that he had a deck worker that would take care of the gap if the pool did not fit perfecdy. The first pool was three to five inches away. The bottom tracks of the pool were 3/4" bigger than the prior pool, and there was no guarantee that it would fit exactly. Homeowner was aware that the new pool might not fit properly since the deck was built to conform to a pre-existing pool.In the beginning, the homeowner was made aware that the pool is situated on a hill, and that all the rain water runs toward the pool area from the driveway and areas around the pool. The homeowner was not concerned about this and dismissed the fact that this pool is a sand bottom and that a washout could happen prior to installation of the pool. The homeowner bought three bags of concrete to fill in an area that washed out in his same old pool area that has washed out again. A&M also had purchased, delivered, and installed sand around the outside bottom of the pool as an extra barrier to prevent a wash out. After the first installation of the first pool, the homeowner was not happy with the pool, not due to installation, but in his estimation, it was an inadequate pool that did not meet his standards. However, the homeowner had two other options of pool to choose from. He chose the cheapest. His choice has resin pieces for longevity. As a consequence, you lose sturdiness/stiffness. All pools are engineered and designed with different aspects and the homeowner chose to want a different pool, and as a result wasted the pool water. In an effort to appease the homeowner, A&M then got him a new pool, incidentally, at cost. A & M neither charged the homeowner to remove existing first pool, nor charge to install new pool, A & M also paid for one truck load of water, which is above and beyond what A&M had to do per contract. The homeowner had purchased his own liner due to not approving of the selection A&M had to offer. He did not want to purchase another liner for the new pool, so we reused the one from the first pool, therefore the price of the liner was never included in the purchase from A & M. A & M should not be responsible to pay for a new one.The wash out occurred mainly due to the lack of proper water runoff and above average precipitation. We installed the pool in May and there were no issues for the following months. It is obvious that the wash out occurred during snow melt or from the excessive rain we had in the fall of 2013 and spring of 2014. A & M would have been happy to fix the wash out, but we are not obligated to pay for water, nor the liner, as it is not our responsibility per contract. It is incumbent upon the homeowner to take proper measures to prevent this lack of proper water runoff during the fall/winter/spring months. We now know for certain prior measures were not adequate. The homeowner must do something more to prevent water runoff toward the pool area. Due to the harsh winter, problems with above ground pools increased. A&M has not had the time to observe the damage at the site. With limited manpower, it has been difficult to comply with the homeowner's request for a time frame of Friday, Saturday or Sunday in order for him to be present. We understand his request, but we should be allowed time to comply.The pool was properly installed. To obtain proper shape and height, one cannot tamp a berm that is four to five inches that has been packed in by a trawl.A&M has over 35 years of experience and has always performed in a professional manner. In this instance, A&M has gone above and beyond contract obligations.A&M cannot warranty or fix anything for free that is damaged by mother nature.