We are sorry the [redacted] are dissatisfied but we have tried our best to please them over the past 3 years. In 2013 we installed a strong pool in a dry hole that showed no evidence of groundwater problems. The following year we stood behind our work and replaced the pool liner for free. We also did the liner installation for free. The next year (2015) we obtained a new liner at manufacturer's cost for the [redacted]. All along we have tried to be as supportive as possible, made site visits whenever called upon, and offered our best advice (based on years of installation experience) to help them solve their problems. However, we do not claim to be engineers, so it was appropriate that the [redacted] finally sought engineering advice. Groundwater issues can be tricky. Construction changes in properties uphill from the [redacted] can cause hidden problems to emerge. Ultimately it IS the homeowner's responsibility to be vigilant and persistent in maintaining and protecting their property.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. First and foremost I disagree with quite a few details that C&S Pools, Inc. addressed. The first statement made about being no evidence of initial ground water problems is false. When [redacted] first came out to see our property he was fully informed by my husband and I that the backyard had a very high water table, for that reason we have a walkout basement. Also, the pool did not get installed in May of 2013 as stated, that date pertains to when we signed the pool install agreement. As homeowners we ran into city permit issues in which delayed the ability to have the pool built. I had to obtain a variance through my town which took months to attain. The actual pool permit was only issued on 9/16/2013, the pool hole was excavated at that time. Its reasonable to think that our backyard was dry at this time because excavation was done after the hot/dry summer season. How could they have seen no water issues in spring or summer since nothing was disturbed or excavated at that time. Secondly, as far as ground water changes the only disturbance to the existing yard was now a new pool in the middle of the yard. [redacted] at the initial consultation was told that we already had a 4 foot deep [redacted] drain system in place around the perimeter of the yard prior to the pool being installed. In the Spring of 2014 he did say that perhaps $ feet deep was not enough. We proceeded in June of 2014 to install at our cost a second [redacted] drain system via a contractor that was now 8 feet down and around the entire perimeter of the pool area. This work was all completed prior to applying the cement apron around the existing pool. This is why the pool was only repaired in July of 2014. For him to say we did not do the necessary mitigation work on our part is an outright lie. Thirdly, an engineer by the name of [redacted] [redacted], from East Providence, RI 02914 was contacted on our behalf by me. Not from any advisement or assistance from the pool company or its owner [redacted]. It was a very laborious effort in finding the correct individual to deal with this pool issue. I contacted him in Sept of 2015 to seek advisement so that we would not encounter the same ground water issues for the Spring of 2016. On Sept 4, 2015 he conducted a site visit and stated that the dual [redacted] drain system was working correctly and the only addition would be to add a sump pump in the drainage manhole. My husband in October of 2015 installed said sump pump as advised. The engineer did state that the pool contractor should have taken the information we provided him under serious advisement, whether or not he saw water when pool hole was dug, he still should have done the standard mitigation techniques regardless. For the simple fact that in September of course it was dry following the hot summer season, which it usually is. Lastly, the reason for my requesting of the refund is that I believe my backyard pool issue was unique to some point. But had it not been for my persistence and determination I would not have gotten my pool issue resolved. [redacted] stated to me that his company installs pools all the time and that this was a rare set of circumstances and that he was not sure how to fix the problem after the second liner was ruined. He left my husband and I to figure it out on our own, offering no insight or resources to pursue. After this ordeal, I feel he was negligent and should have done better by us, if the tables were turned and this was his problematic pool how would he have felt? I am not requesting an entire pool refund, just last years' liner & install costs. When someone wants a pool on their property they do not expect it to only function for one season. That was what we were left with, if not for my relentlessness. Thank You for your time.
Regards,
[redacted]
In May 2013 we sold and installed a beautiful 20x43 ft [redacted] pool for the [redacted]. There was no evidence of any ground water problems during installation or throughout that spring-summer-fall. If there had been water problems (anticipated or in evince) we would have dealt with them during the...
installation through the standard mitigation techniques which are customarily used when needed in the swimming pool industry. In 2013 we had installed a beautiful pool in a dry hole.In the spring of 2014, the [redacted] contacted us with their new problem of ground water. We made a site visit to investigate and assured the [redacted] we would stand behind our pool under our store's one-year warranty. We replaced the liner and provided installation labor at no cost to them. However, at that time we advised the homeowners of the steps they should take to protect their property from what seemed to be changes in their ground water pattern. Taking these steps would avoid future water problems from disturbing their pool. These steps included having a trench dug at the bottom of their slope, filling the trench with stone and perforated pipes and creating a French-drain system to divert the ground water from the pool area. The homeowners said they would attend to their property's ground water problem and we provided and installed a new liner at no cost to them. We bore the costs entirely.In 2015 the [redacted] contacted us with the same pool liner problems caused by ground water. Despite their promise to do so, they had not done the necessary mitigation work. Mrs. [redacted] said they had consulted an engineer who gave them the same advice we had recommended. They once again needed a new liner which we obtained, charging only our supplier's cost ($1324.66)with no carrying costs or profit added. For installation they dealt directly with and paid a qualified local installer.I can appreciate this has been a trying time for the [redacted] and we have tried to be as supportive, understanding and generous a possible. In 2014 we gave the [redacted] a new liner and installation for free. In 2015 we provided a new liner at our wholesale cost with no compensation to our store. And most importantly, starting back in 2014, we have continued to offer the same advice to the [redacted] on dealing with their ground water changes which were continuing to cause them so much trouble with their new pool.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments belowThe reason for my rejection to the business' response is due to the fact that said business can accept almost a $30,000.00 payment for an agreed inground pool, but it is not its responsibility for the pool to function on a year to year basis. When the installer was fair warned about a high water table at our property. When asked if soil testing should be completed, [redacted] stated that would not be necessary. Then who bears the responsibility? I believe the business only assisted in telling me the obvious that the pool was being affected by ground water issues but provided no insight or guidance on who to call to resolve said issues. [redacted] the owners' response was " I built you a good pool, its not my fault your yard does not accommodate it, and I have built pools near rivers and have never seen anything like this happen before". So a consumer is supposed to pay for a product and not expect it to work properly??? I needed to be guided and completely assisted with this dilemma, but was not. The extra liner and repairs I feel were not my fault either and would have been completely avoided if the pool company had been more diligent and took our concerns seriously about our back yard water table level. The last time I had contact with [redacted] he stated " I don't know what to tell you, you will have to figure your yard problem out on your own. Let me know when that happens and we can reinstall the liner and make repairs at your cost. When asked why he would not cover said repairs, he stated I at this point have not made any money on your job, you can't expect me to cover the cost of the repairs".Again in closing the hardship and frustration and anxiety were enormous, as a business owner he should stand behind his product, not accept the money until both parties were completely satisfied, for which I was not. Pools should last more than one season, and he should have taken better measures to help in solving my problem, for I am not a pool installer professional.
Regards,
[redacted]
We are sorry the [redacted] are dissatisfied but we have tried our best to please them over the past 3 years. In 2013 we installed a strong pool in a dry hole that showed no evidence of groundwater problems. The following year we stood behind our work and replaced the pool liner for free. We also did the liner installation for free. The next year (2015) we obtained a new liner at manufacturer's cost for the [redacted]. All along we have tried to be as supportive as possible, made site visits whenever called upon, and offered our best advice (based on years of installation experience) to help them solve their problems. However, we do not claim to be engineers, so it was appropriate that the [redacted] finally sought engineering advice. Groundwater issues can be tricky. Construction changes in properties uphill from the [redacted] can cause hidden problems to emerge. Ultimately it IS the homeowner's responsibility to be vigilant and persistent in maintaining and protecting their property.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. First and foremost I disagree with quite a few details that C&S Pools, Inc. addressed. The first statement made about being no evidence of initial ground water problems is false. When [redacted] first came out to see our property he was fully informed by my husband and I that the backyard had a very high water table, for that reason we have a walkout basement. Also, the pool did not get installed in May of 2013 as stated, that date pertains to when we signed the pool install agreement. As homeowners we ran into city permit issues in which delayed the ability to have the pool built. I had to obtain a variance through my town which took months to attain. The actual pool permit was only issued on 9/16/2013, the pool hole was excavated at that time. Its reasonable to think that our backyard was dry at this time because excavation was done after the hot/dry summer season. How could they have seen no water issues in spring or summer since nothing was disturbed or excavated at that time. Secondly, as far as ground water changes the only disturbance to the existing yard was now a new pool in the middle of the yard. [redacted] at the initial consultation was told that we already had a 4 foot deep [redacted] drain system in place around the perimeter of the yard prior to the pool being installed. In the Spring of 2014 he did say that perhaps $ feet deep was not enough. We proceeded in June of 2014 to install at our cost a second [redacted] drain system via a contractor that was now 8 feet down and around the entire perimeter of the pool area. This work was all completed prior to applying the cement apron around the existing pool. This is why the pool was only repaired in July of 2014. For him to say we did not do the necessary mitigation work on our part is an outright lie. Thirdly, an engineer by the name of [redacted] [redacted], from East Providence, RI 02914 was contacted on our behalf by me. Not from any advisement or assistance from the pool company or its owner [redacted]. It was a very laborious effort in finding the correct individual to deal with this pool issue. I contacted him in Sept of 2015 to seek advisement so that we would not encounter the same ground water issues for the Spring of 2016. On Sept 4, 2015 he conducted a site visit and stated that the dual [redacted] drain system was working correctly and the only addition would be to add a sump pump in the drainage manhole. My husband in October of 2015 installed said sump pump as advised. The engineer did state that the pool contractor should have taken the information we provided him under serious advisement, whether or not he saw water when pool hole was dug, he still should have done the standard mitigation techniques regardless. For the simple fact that in September of course it was dry following the hot summer season, which it usually is. Lastly, the reason for my requesting of the refund is that I believe my backyard pool issue was unique to some point. But had it not been for my persistence and determination I would not have gotten my pool issue resolved. [redacted] stated to me that his company installs pools all the time and that this was a rare set of circumstances and that he was not sure how to fix the problem after the second liner was ruined. He left my husband and I to figure it out on our own, offering no insight or resources to pursue. After this ordeal, I feel he was negligent and should have done better by us, if the tables were turned and this was his problematic pool how would he have felt? I am not requesting an entire pool refund, just last years' liner & install costs. When someone wants a pool on their property they do not expect it to only function for one season. That was what we were left with, if not for my relentlessness. Thank You for your time.
Regards,
[redacted]
In May 2013 we sold and installed a beautiful 20x43 ft [redacted] pool for the [redacted]. There was no evidence of any ground water problems during installation or throughout that spring-summer-fall. If there had been water problems (anticipated or in evince) we would have dealt with them during the...
installation through the standard mitigation techniques which are customarily used when needed in the swimming pool industry. In 2013 we had installed a beautiful pool in a dry hole.In the spring of 2014, the [redacted] contacted us with their new problem of ground water. We made a site visit to investigate and assured the [redacted] we would stand behind our pool under our store's one-year warranty. We replaced the liner and provided installation labor at no cost to them. However, at that time we advised the homeowners of the steps they should take to protect their property from what seemed to be changes in their ground water pattern. Taking these steps would avoid future water problems from disturbing their pool. These steps included having a trench dug at the bottom of their slope, filling the trench with stone and perforated pipes and creating a French-drain system to divert the ground water from the pool area. The homeowners said they would attend to their property's ground water problem and we provided and installed a new liner at no cost to them. We bore the costs entirely.In 2015 the [redacted] contacted us with the same pool liner problems caused by ground water. Despite their promise to do so, they had not done the necessary mitigation work. Mrs. [redacted] said they had consulted an engineer who gave them the same advice we had recommended. They once again needed a new liner which we obtained, charging only our supplier's cost ($1324.66)with no carrying costs or profit added. For installation they dealt directly with and paid a qualified local installer.I can appreciate this has been a trying time for the [redacted] and we have tried to be as supportive, understanding and generous a possible. In 2014 we gave the [redacted] a new liner and installation for free. In 2015 we provided a new liner at our wholesale cost with no compensation to our store. And most importantly, starting back in 2014, we have continued to offer the same advice to the [redacted] on dealing with their ground water changes which were continuing to cause them so much trouble with their new pool.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments belowThe reason for my rejection to the business' response is due to the fact that said business can accept almost a $30,000.00 payment for an agreed inground pool, but it is not its responsibility for the pool to function on a year to year basis. When the installer was fair warned about a high water table at our property. When asked if soil testing should be completed, [redacted] stated that would not be necessary. Then who bears the responsibility? I believe the business only assisted in telling me the obvious that the pool was being affected by ground water issues but provided no insight or guidance on who to call to resolve said issues. [redacted] the owners' response was " I built you a good pool, its not my fault your yard does not accommodate it, and I have built pools near rivers and have never seen anything like this happen before". So a consumer is supposed to pay for a product and not expect it to work properly??? I needed to be guided and completely assisted with this dilemma, but was not. The extra liner and repairs I feel were not my fault either and would have been completely avoided if the pool company had been more diligent and took our concerns seriously about our back yard water table level. The last time I had contact with [redacted] he stated " I don't know what to tell you, you will have to figure your yard problem out on your own. Let me know when that happens and we can reinstall the liner and make repairs at your cost. When asked why he would not cover said repairs, he stated I at this point have not made any money on your job, you can't expect me to cover the cost of the repairs".Again in closing the hardship and frustration and anxiety were enormous, as a business owner he should stand behind his product, not accept the money until both parties were completely satisfied, for which I was not. Pools should last more than one season, and he should have taken better measures to help in solving my problem, for I am not a pool installer professional.
Regards,
[redacted]