We were contacted by a warranty company to troubleshoot a motor failure On our initial visit on August we inspected all equipment (including the pump, which was working) and found the sand filter to have crack in it and water was pouring outWe proposed replacing the sand filter and said we would get the customer'pool circulatingWe did not recommend replacing the customer's pump as it worked upon inspectionOn August 10th, we replaced the sand filterDuring the visit , customer stated to our techs she was under the impression that the pool would be "swim ready" after a new filterWe believe this miscommunication may have come from stating the pool would be circulating water after the installation did not include this in the bid for the sand filter, but gave the customer $worth of chemicals and a tutorial at no extra cost for the misunderstandingWe also asked the customer if she wanted us to dispose the old sand filter, and the customer agreed All equipment was operational after our installation of the filter and customer stating that nothing was working and requested a technician come outAs it was weekend (and also raining), we told the customer we could come out on MondayOn the morning of August 15th, we contacted the customer saying we would be out to inspect the poolCustomer responded requesting a 4pm appointment, however, a 4pm appointment would require our technicians to work overOur hours stated online are office hours: not field hours.There's no way to tell Google or Angie's List to differentiate the two hours are (hours are not listed on our website or Facebook page) We also told the customer the issue did not relate to the sand filter, there would be an $80/hour service feeThis is a very reasonable request in our opinionCustomer declined service as she did not want to pay for a service call and demanded to remove the new filter and reinstall the old filter at not chargeOut of fear we would not have the 1-year warranty on the filterWe feel this demand is unreasonable, as we not only stand by our 1-year warranty but the old filter was disposed of as agreed upon on August 10thCustomer told us that they are seeking legal action against their warranty company, and now customer is threatening our company with legal action if we don't comply with the demand to remove the new equipment and reinstall the old equipmentWe feel that we adequately performed the service the customer requested of usWe apologize that the customer is dissatisfied Barton Pool Company
We were contacted by a warranty company to troubleshoot a motor failure. On our initial visit on August we inspected all equipment (including the pump, which was working) and found the sand filter to have crack in it and water was pouring out. We proposed replacing the sand filter and...
said we would get the customer'pool circulating. We did not recommend replacing the customer's pump as it worked upon inspection. On August 10th, we replaced the sand filter. During the visit , customer stated to our techs she was under the impression that the pool would be "swim ready" after a new filter. We believe this miscommunication may have come from stating the pool would be circulating water after the installation did not include this in the bid for the sand filter, but gave the customer $75 worth of chemicals and a tutorial at no extra cost for the misunderstanding. We also asked the customer if she wanted us to dispose the old sand filter, and the customer agreed. All equipment was operational after our installation of the filter and customer stating that nothing was working and requested a technician come out. As it was weekend (and also raining), we told the customer we could come out on Monday. On the morning of August 15th, we contacted the customer saying we would be out to inspect the pool. Customer responded requesting a 4pm appointment, however, a 4pm appointment would require our technicians to work over. Our hours stated online are office hours: not field hours.There's no way to tell Google or Angie's List to differentiate the two hours are (hours are not listed on our website or Facebook page) We also told the customer the issue did not relate to the sand filter, there would be an $80/hour service fee. This is a very reasonable request in our opinion. Customer declined service as she did not want to pay for a service call and demanded to remove the new filter and reinstall the old filter at not charge. Out of fear we would not have the 1-year warranty on the filter. We feel this demand is unreasonable, as we not only stand by our 1-year warranty but the old filter was disposed of as agreed upon on August 10th. Customer told us that they are seeking legal action against their warranty company, and now customer is threatening our company with legal action if we don't comply with the demand to remove the new equipment and reinstall the old equipment. We feel that we adequately performed the service the customer requested of us. We apologize that the customer is dissatisfied.
We were contacted by a warranty company to troubleshoot a motor failure On our initial visit on August we inspected all equipment (including the pump, which was working) and found the sand filter to have crack in it and water was pouring outWe proposed replacing the sand filter and said we would get the customer'pool circulatingWe did not recommend replacing the customer's pump as it worked upon inspectionOn August 10th, we replaced the sand filterDuring the visit , customer stated to our techs she was under the impression that the pool would be "swim ready" after a new filterWe believe this miscommunication may have come from stating the pool would be circulating water after the installation did not include this in the bid for the sand filter, but gave the customer $worth of chemicals and a tutorial at no extra cost for the misunderstandingWe also asked the customer if she wanted us to dispose the old sand filter, and the customer agreed All equipment was operational after our installation of the filter and customer stating that nothing was working and requested a technician come outAs it was weekend (and also raining), we told the customer we could come out on MondayOn the morning of August 15th, we contacted the customer saying we would be out to inspect the poolCustomer responded requesting a 4pm appointment, however, a 4pm appointment would require our technicians to work overOur hours stated online are office hours: not field hours.There's no way to tell Google or Angie's List to differentiate the two hours are (hours are not listed on our website or Facebook page) We also told the customer the issue did not relate to the sand filter, there would be an $80/hour service feeThis is a very reasonable request in our opinionCustomer declined service as she did not want to pay for a service call and demanded to remove the new filter and reinstall the old filter at not chargeOut of fear we would not have the 1-year warranty on the filterWe feel this demand is unreasonable, as we not only stand by our 1-year warranty but the old filter was disposed of as agreed upon on August 10thCustomer told us that they are seeking legal action against their warranty company, and now customer is threatening our company with legal action if we don't comply with the demand to remove the new equipment and reinstall the old equipmentWe feel that we adequately performed the service the customer requested of usWe apologize that the customer is dissatisfied Barton Pool Company
We were contacted by a warranty company to troubleshoot a motor failure. On our initial visit on August we inspected all equipment (including the pump, which was working) and found the sand filter to have crack in it and water was pouring out. We proposed replacing the sand filter and...
said we would get the customer'pool circulating. We did not recommend replacing the customer's pump as it worked upon inspection. On August 10th, we replaced the sand filter. During the visit , customer stated to our techs she was under the impression that the pool would be "swim ready" after a new filter. We believe this miscommunication may have come from stating the pool would be circulating water after the installation did not include this in the bid for the sand filter, but gave the customer $75 worth of chemicals and a tutorial at no extra cost for the misunderstanding. We also asked the customer if she wanted us to dispose the old sand filter, and the customer agreed. All equipment was operational after our installation of the filter and customer stating that nothing was working and requested a technician come out. As it was weekend (and also raining), we told the customer we could come out on Monday. On the morning of August 15th, we contacted the customer saying we would be out to inspect the pool. Customer responded requesting a 4pm appointment, however, a 4pm appointment would require our technicians to work over. Our hours stated online are office hours: not field hours.There's no way to tell Google or Angie's List to differentiate the two hours are (hours are not listed on our website or Facebook page) We also told the customer the issue did not relate to the sand filter, there would be an $80/hour service fee. This is a very reasonable request in our opinion. Customer declined service as she did not want to pay for a service call and demanded to remove the new filter and reinstall the old filter at not charge. Out of fear we would not have the 1-year warranty on the filter. We feel this demand is unreasonable, as we not only stand by our 1-year warranty but the old filter was disposed of as agreed upon on August 10th. Customer told us that they are seeking legal action against their warranty company, and now customer is threatening our company with legal action if we don't comply with the demand to remove the new equipment and reinstall the old equipment. We feel that we adequately performed the service the customer requested of us. We apologize that the customer is dissatisfied.
Barton Pool Company