Advanced Pools, Inc.

When Advanced Pools signed a contract with Mr***, a gas line was never part of the dealIt was not until later when Mr*** added the gas line to be laid for future use, which would be considered an overage to be paid out of pocketMr*** also added more concrete than the contract included
which resulted in additional overagesWhen it came time for the overages to be paid, Advanced Pools called Mr***, and he said he was not going to pay the total cost of overagesAdvanced Pools then deducted the price of the gas line, and some of the cost from the concrete to ensure Mr*** would be satisfied and pay his balance. Advanced Pools came across another issue with Mr*** when it came time for him to sign a certificate of completion from Lyon Financial (the company he financed his pool with)Per Advanced Pools' contract, it states that the pool is deemed complete at plasterMr*** refused to sign this paper until Advanced Pools agreed to hook up the gas line to the gas meterAdvanced Pools then agreed to hook up the gas line to Mr***'s meter which Advanced Pools is doing free of chargeAdvanced Pools has not yet completed the free portion of this project, but is anticipating the work to be complete as soon as possible

Initial Business Response /* (1000, 9, 2016/05/31) */
On May 31, an email was sent to *** *** of the Revdex.com with a reply and a copy of the contract for review (the contract does not include a fire pit)Also, we will be in contact with the customer to address the situation and resolve the
issueThank you
Initial Consumer Rebuttal /* (3000, 11, 2016/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the original plans that were drafted by ***, the owner and with whom I signed the contract the stone walk way of flag stone and the stone circle structure for the fire pit were included in the landscapeWe actually called ***'s cell number on June 7th and my husband spoke with him again concerning the yard design being finishedOther that this contact we have not been called back or responded to by anyone in this businessMy husband was given ***'s cell number by another worker that is employed there***'s response was I am at another job, when I get back to the office I will follow up with what is taking so long and call you backIt is now June 8th and we never received a response or follow up call backThis has been the relationship with this business since they completed the grass and plants being put inThey have not returned to complete the job

Advanced Pools has issued Mrs*** a refund for the appropriate amount

Final Consumer Response /* (2000, 8, 2016/06/29) */

Several weeks ago, Ms. [redacted] called to express that she was upset about unauthorized charges to her account. The charges she referred to were for replacement parts, which is company policy to replace anything under $100 without contacting the customer. However, since Ms. [redacted] was unhappy, Advanced...

Pools credited her account for the amount of $100 for the filter clean and the basket that was replaced.Approximately a week later, Ms. [redacted] called in questioning her account balance once more, so Advanced Pools again credited her account for other services that had been performed. That left her account balance of $140 for the two months of service that had not been paid. At that time it was discovered Advanced Pools had her card information that was supposed to be ran every month, but due to Advanced Pools' previous receptionist, the name and address on the card information we had was left unknown. Since it was unknown who the information belonged to, it remained locked in Advanced Pools file cabinet and was never ran. Once that was realized, with Ms. [redacted]'s permission, her card was then ran for $140 for the two months of service that were unpaid which brought her account balance to $0.Ms. [redacted] was not on full service, which includes brushing down her pool. She was on basic chemical maintenance, which requires the homeowner to brush down their pool. Ms. [redacted] failed to adequately brush down her pool, causing issues with black spots which she addressed to Advanced Pools. In order to kill the algae, Advanced Pools' service technician was required to raise the chlorine level and use a steel brush to kill the algae. Even though she was not on full service, Advanced Pools' service technician then performed complimentary service which included brushing down Ms. [redacted]'s pool at no extra cost to make sure the algae would not return.Ms. [redacted] cancelled service with Advanced Pools. Advanced Pools hadn't heard from her until just recently when she called in regarding a statement she received for $132. That statement was sent by mistake, because her account balance had already been zeroed out.In her complaint, Ms. [redacted] mentioned her equipment being broken the day she cancelled service, but it was not brought to Advanced Pools' attention until quite some time after. When the service technician was questioned about the broken equipment, he stated nothing was broken at his last visit to her property. Advanced pools has no knowledge as to how her equipment became cracked, or why there was a brick laying against it. Advanced Pools has gone above and beyond to try to make Ms. [redacted] happy. Advanced Pools have returned phone calls to provide updates on her concerns even if there was not one to be given, refunded money to her for products that were installed and services that were performed, and even performed additional services that were outside of her monthly rate.

Initial Business Response /* (1000, 10, 2015/05/29) */
Dear [redacted],
Thank you for contacting Advanced Pools. We are currently working with the customer to resolve the issue. Thank you,
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/31) */
Dear [redacted],
Advanced Pools Inc. is working with the customer to get the issue resolved and everything will be completed in the near future.
Thank you,
[redacted]

Initial Business Response /* (1000, 8, 2016/05/17) */
There is an issue that need to be resolved and Advanced pools is currently working with the home owner to rectify the problem.

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.

I am rejecting this response because:Advanced pools made a few statements that are false. Our phone records will prove the only contact between us the entire time of service was when I would call them, sometimes multiple times in order to get an answer as to why my pool had algae, or why I had extra charges. Except for the one instance August 23, weeks after I had canceled service, when the receptionist [redacted]na left a voicemail stating the additional bill was in error. I was upset at the past, and repeating occurrences. Which shows how inaccurate their billing system is as well as their lack of concern for the customers. And despite numerous requests and attempts over the past few months I still have yet to speak with the manager. Yes, as they stated they were hired to chemically maintain my pool. And failed to do so which resulted in algae, as well as using too much liquid chlorine which I have the water test records to prove. The levels were so high we were unable to swim for July/ August until they were neutralized at expense out of my pocket. I've also had to pay for physical damage to pool. The refund I'm asking for ($140) is not unreasonable considering all of the time, effort, and money I've had to put into this issue as a result of their negligence. Thank you.

Initial Business Response /* (1000, 5, 2016/06/14) */
It is the regret of Advanced Pools that the filter clean did not get done in a timely manner. However, please note that the filter clean is not included in the pool service fee, it is an additional fee of $75. Also, the homeowner was never...

charged this fee because filter clean never took place. It is not surprising that a swimming pool supply store wanted to sell her pool chemicals because that is how they make their money. Advanced Pools is willing to refund the homeowner $90 for one month of service, but no reimbursement will be given for the work done by the other company as all the additional work and chemicals they recomended by were not actually required to get the pool cleard up. The filter clean would have cleared the pool up, but the homeowner canceled before the technician could do it. We apologize for the inconvenience. During the spring and summer months, the service technicians are stretched to their limits and face set backs from time to time.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have pictures that will refute the statement that a filter clean would have cleaned up the pool. I understand technicians being very busy but when you pay for weekly service that is what you should get, not being ignored for 3 weeks. I know that the filter clean is not included in the monthly charge and I never disputed that. If someone had responded to all the messages I left on the answering machine this may have been avoided. I still maintain that I should be reimbursed the $500 that it cost to get the pool back in usable condition.