In response to the complaint filed by *** ***, following is our statement of the situation:In July of we were contacted to check the pool for leaks at which time we pressure tested the plumbing lines and found that the skimmer line was leaking and gave them an estimate to replace the
skimmer line.In August of we replaced the skimmer line from the skimmer to the pumpOn the day that the job was done I only supervised because of a recent shoulder surgery, my son and brother-in-law did the work while I watched and chatted with Mr***, who watched the entire job being doneHe clearly saw the work being done and never mentioned anything about the other lineHe gladly paid the invoice and thanked us for a good job.Mr*** called short time later and stated that they were losing water in which we found other leaks at loose or cracked faceplates which we repaired at no additional charge.We closed the pool in the fall of and nothing was said about the other line or losing any water.We opened the pool in the spring of and nothing was said about the lineIn June of we were contacted about the light not workingOn June the seventh we went out and diagnosed a faulty pool lightWe gave him an estimate and explained that we would have to cut the bolts off the diving board in order to replace the light because the light junction box was under the boardMr*** approved the work at which time we went to our distributer to obtain the light and bolts for the diving boardWe returned that same day and completed the work.We closed the pool in the fall of 2016In the spring of Mrs*** scheduled the pool opening with my wife and mentioned that we were supposed to replace lines at no chargeNot sure what she was talking about we asked Mr*** at the time of the openingWhen he showed me what she was talking about, a section on the return line that he had repaired, I stated that was never part of the original repairWe completed the opening of the pool but the water was too low to run the system I told him to fill the pool and I would stop back another time to start the pool.Upon collecting for the opening Mr*** kept insisting that we did not replace the line that he had repaired and wanted it done for freeI explained to him that the original repair was for the skimmer line and not returns because they were not leaking at that time and nothing was mentioned for a year and half almost two years after the originalI did get upset when he started questioning our workmanship and business procedures, I take great pride in the work that we doI told him to keep his money from the opening and call someone else, He said he did not want to do that and we worked it out and shook handsThat was a case of two proud men insisting they were right.I returned the next day and started the system and tighten the fittings on the return line.I spoke with Mrs*** after that and explained to her that the return was not part of the original repair, she kept insisting it was even though I told her it was notWe came to an agreement that we could the repair from the spliced section to the filter for when we had time.We did not hear from them until the first week of August when Mrs*** called about the light dangling in the poolShe spoke with my daughter who called me about scheduling, I told her to schedule it Tuesday August the seventh and hopefully it would be warm if I have to get in the pool, At which time my daughter schedule her for that day.Surprised to see the complaint form came on the sixth I still performed the scheduled service on the seventhHaving called and left a message the evening in advance to advise of the time that we would be out we arrived at the schedule time.Met with Mrs*** upon arrival and explained to her that the light probably came loose from the light trim ring due to corrosion which is not uncommon and that I would install a light wedge if that was the caseShe explained that her husband and neighbor had tried to put it back in.Upon inspection I did indeed find that the light trim ring had corroded and would no longer accept the light pilot screwI installed the light wedge and tighten several of the screws on the light trim ring.Mrs*** had already left for a meeting at work so I left a note explaining that she needed a diver to come and replace the light ring because of severe corrosion and leakageI also called and left her a message to contact me on my cell phoneHaving not heard from her I left another message that evening and still never heard anything.As far as not returning phone calls we hired my daughter on June first whose only job is to do the phones, she either answers or returns calls, the first call we got was around the first of August, which ironically is the same time at which she filed the complaint.The fact that there are a dozen screws that hold the light in is incorrect, there is only one pilot screw which came loose from corrosion.The statement that I kicked and broke the gate is also incorrect, having seen the complaint prior to going out I took a video of the gate that we use and you can clearly see working gate with no repairs done to itIt is a vinyl fence which works fine which is surprising because most vinyl gates do not.In closing I do not feel that they are entitled to any refund because the work, and more, was completed in professional manorI feel that they have developed other problems over time and that they feel like they should not have to pay for them.If you have any questions feel free to contact me at ###-###-####thank youKevin S***
In response to the complaint filed by *** ***, following is our statement of the situation:In July of we were contacted to check the pool for leaks at which time we pressure tested the plumbing lines and found that the skimmer line was leaking and gave them an estimate to replace the
skimmer line.In August of we replaced the skimmer line from the skimmer to the pumpOn the day that the job was done I only supervised because of a recent shoulder surgery, my son and brother-in-law did the work while I watched and chatted with Mr***, who watched the entire job being doneHe clearly saw the work being done and never mentioned anything about the other lineHe gladly paid the invoice and thanked us for a good job.Mr*** called short time later and stated that they were losing water in which we found other leaks at loose or cracked faceplates which we repaired at no additional charge.We closed the pool in the fall of and nothing was said about the other line or losing any water.We opened the pool in the spring of and nothing was said about the lineIn June of we were contacted about the light not workingOn June the seventh we went out and diagnosed a faulty pool lightWe gave him an estimate and explained that we would have to cut the bolts off the diving board in order to replace the light because the light junction box was under the boardMr*** approved the work at which time we went to our distributer to obtain the light and bolts for the diving boardWe returned that same day and completed the work.We closed the pool in the fall of 2016In the spring of Mrs*** scheduled the pool opening with my wife and mentioned that we were supposed to replace lines at no chargeNot sure what she was talking about we asked Mr*** at the time of the openingWhen he showed me what she was talking about, a section on the return line that he had repaired, I stated that was never part of the original repairWe completed the opening of the pool but the water was too low to run the system I told him to fill the pool and I would stop back another time to start the pool.Upon collecting for the opening Mr*** kept insisting that we did not replace the line that he had repaired and wanted it done for freeI explained to him that the original repair was for the skimmer line and not returns because they were not leaking at that time and nothing was mentioned for a year and half almost two years after the originalI did get upset when he started questioning our workmanship and business procedures, I take great pride in the work that we doI told him to keep his money from the opening and call someone else, He said he did not want to do that and we worked it out and shook handsThat was a case of two proud men insisting they were right.I returned the next day and started the system and tighten the fittings on the return line.I spoke with Mrs*** after that and explained to her that the return was not part of the original repair, she kept insisting it was even though I told her it was notWe came to an agreement that we could the repair from the spliced section to the filter for when we had time.We did not hear from them until the first week of August when Mrs*** called about the light dangling in the poolShe spoke with my daughter who called me about scheduling, I told her to schedule it Tuesday August the seventh and hopefully it would be warm if I have to get in the pool, At which time my daughter schedule her for that day.Surprised to see the complaint form came on the sixth I still performed the scheduled service on the seventhHaving called and left a message the evening in advance to advise of the time that we would be out we arrived at the schedule time.Met with Mrs*** upon arrival and explained to her that the light probably came loose from the light trim ring due to corrosion which is not uncommon and that I would install a light wedge if that was the caseShe explained that her husband and neighbor had tried to put it back in.Upon inspection I did indeed find that the light trim ring had corroded and would no longer accept the light pilot screwI installed the light wedge and tighten several of the screws on the light trim ring.Mrs*** had already left for a meeting at work so I left a note explaining that she needed a diver to come and replace the light ring because of severe corrosion and leakageI also called and left her a message to contact me on my cell phoneHaving not heard from her I left another message that evening and still never heard anything.As far as not returning phone calls we hired my daughter on June first whose only job is to do the phones, she either answers or returns calls, the first call we got was around the first of August, which ironically is the same time at which she filed the complaint.The fact that there are a dozen screws that hold the light in is incorrect, there is only one pilot screw which came loose from corrosion.The statement that I kicked and broke the gate is also incorrect, having seen the complaint prior to going out I took a video of the gate that we use and you can clearly see working gate with no repairs done to itIt is a vinyl fence which works fine which is surprising because most vinyl gates do not.In closing I do not feel that they are entitled to any refund because the work, and more, was completed in professional manorI feel that they have developed other problems over time and that they feel like they should not have to pay for them.If you have any questions feel free to contact me at ###-###-####thank youKevin S***