All Clear Pool and Spa

I will have to send you all of the communication with this customer Her story has repeatedly changed, she continues to say the same things that we are responsible for her electric bill, even though she has never provided any of the evidence of her smud bills as we had requested and are entitled to see We rebutted her statements about the timer with the owners manual and that we only left it in the mode that it was supposed to be left in.I am very happy that I insisted on communication in writing as it will definitely show how her story continues to change She originally had said we were responsible for her increased gas bill as she thought that the pool pump ran on gas Yes, then she said her electric went up I explained to her that if her gas went up and her electricity went up, would that not indicate that the was running her heat in her home more She has never answered to any of these rebuttals I have made or provided any evidence to show or prove any of her claims....now she thinks I somehow am responsible for her pool brush and rake I take pride in having no unresolved cases I truly hope that when you see the communication I am sending to you certified on Monday morningI have always been willing to deal with a customer whom is reasonable I will not however deal with a customer whom will not prove any of there allegations and will not even look at the facts This case really is really about a customer whom has no idea how her equipment works, however wants a third party to pay her power bills and is more akin to extortion Please take the time to read all of the documents we will be sending you My reputation is important to me, however paying someone whom has proven to be ethically challenged is a difficult thing for a person whom has worked so diligently on his reputation and treating customers fairly

4.4.15 RE: Complaint ID#*** Revdex.com of Sacramento; I have read the complaint from Ms*** and am concerned that you do not have all of the information regarding her complaint nor the response All Clear Pool and Spa has provided Ms***. Enclosed are all of the email communications (in chronological order) between All Clear Pool and Spa and Ms***. On December 24, Ms*** contacted my company by email to inform us on concerns she had regarding her gas bill, damage being done to her pool pump, ignoring requests on how her equipment is being set, and that the leaves were not removed from her spa (Document #1). Every year the Service Departments are closed the week of Thanksgiving and Christmas. This is the week that the email was received from Ms***. Our response to this email was sent to Ms*** the day the Service Department was reopened which was Monday, December 29, (Document #2). Document #3:On December 30, the service department received another email from the customer stating that her gas bill doubled on the prior month and previous months as well. The customer also sent a picture of the timer mechanism on her pool pump describing how the system was being left in the wrong operating position. Ms*** continues in this email to indicate her gas bill had double and her pool pump was not running as quietly as in past months. The service manager responded to this email in less than an hour and a half to address her concerns. We acknowledge in that email that the system was left in "Run" mode, and not "Prog 1". The technician would do this so that the water can circulate and filter the water for the pool. Program modes do not circulate water and are used only for programming the equipment. To have the system function it does need to be in the run mode. The service manager also indicates leaving a pump running for extended periods will not do damage under conditions. The only damage that could occur is if the water flow going through the pump is restricted. The service manager also informs the customer that the pump runs on electricity and has no bearing on gas consumption. The customer did not indicate anything about her electric bill doubling, only her gas bill. All Clear Pool and Spa also provided a service credit to the customer for not completing the leaf removal of her spa. Document #4:On January 14, Ms*** called the service department and spoke to the service manager about a lack of follow up to her concerns. The service manager let Ms*** know he had responded on December 30, and that he had not heard back from her. At this point the service manager forwarded all email communications to date back to the customer. Document#5:On January 16th, Ms*** sent another email communication indicating that her electric bill is now a concern and that her regular pool technician had reported to our repairs department that her booster pump didn't appear to be functioning properly (this is different than the filter pump which was her original concern). In this case, the weekly service technician followed our companies procedure of reporting to the repairs department when they notice something out of the ordinary on pool equipment. We do not ever require a customer on our service side to repair items through our repair department. The phone call from the repair department was only to inform the customer that the weekly service noticed something that was not normal. Our weekly service technicians do not have the same technical training as our repair department and therefore we would want a repair technician to look at the equipment prior to making recommendations of repairing or replacing equipment. At this point we only called to see if we could send someone to look at the equipment and verify proper working condition. The customer instead called a different company (the one that installed her filter pump) to look at both pieces of equipment which he indicates they are both in good working order. This other company also indicates that the timers were changed on her filter pump from how they were originally set. This concern is addressed in the Service Managers response at 9:AM on January 19, 2015. The weekly service technicians do not adjust time on variable speed or multi-speed pumps which is what Ms*** purchased, and installed through a different company. The pump that she installed is not one that All Clear Pool and Spa carries in our inventory nor have we been trained to program. While the "Run" setting is the proper one for the technician to set it on, we left it on "Prog 1" per customers request. However, because of our unfamiliarity with the system I took it upon myself to get a better understanding of her pump and looked up the operating manual. I had the Service Manager email this information directly to the customer (Document #and in this packet of information). As you can see on Document #we determined that the "Run" setting IS the correct setting for the system to be in, and pointed out where Ms*** could find that information in the owner's manualAdditionally, there are two other sections that Ms*** needs to be aware of. The first is "Freeze Protect" which is on page section 5.6.1. This feature is used so that the motor will turn on if the temperatures drop below a certain level. During December there were many nights where the temperature was below degrees which would turn the system on for a full hours. We do not know where this set point is for Ms***s equipment because we were never asked to work on her equipmentIn fact, we have a very stringent training policy in place specifically about not changing settings on electric controls unless done by a repair technician or myself. Factory default for this model is 37 degrees per the manufacturer's field representative. We ask Ms*** what her freeze protect setting is in Document #however she never responds to our inquiryMs*** was not properly educated on how to work her own equipment. I also requested from Ms*** documentation substantiating her claims of power increases. To date, she has never provided this documentation Document #7Ms*** did not respond to the email dated January 19, so I asked the Service Manager to get back into contact with Ms*** which he did by email on January 23, 2015. In this email he informs Ms*** that we brought in a sales rep for the specific model of her pump so that we could learn more about the system and how to operate it. What we found out during that training is that there are a series of buttons someone would have to push in order to override or change the setting that the installer set (pgsectof owner's manual). Because the technician is 1. not trained on this pump and did not have this manual in order to read how to change the settings, we are confident that it would be virtually impossible for the weekly service technician (the only one from my company to have been on Ms***s property) to have changed the settings. I then tried to contact the installer (Document #8) by email to try and ascertain when it was installed, what the settings were, and if Freeze Protect was initiated during the programming sequence. The installer would not respond to my request of information. In the last paragraph of Document #we ask the customer to respond to our questions as we are trying to help resolve her issues. We point out that if she decides to not respond to our efforts to resolve the issue we would consider this situation closed. Document #9This document includes communications from the installer of the pump to Ms*** and then from Ms*** to me and my response back.On February 3rd, the installer communicated with Ms*** about how the system is set to run. He also states he now has it running for hour per day so that it will only cost the customer $per month. I have been in the pool industry for over years and my service department services over pool per week. A pump running for hour per day cannot properly filter a swimming pool. Our recommendation for a residential swimming pool for 3-hours of filtration in the winter months and 4-hours of filtration during the swimming seasonThe installer does not reference the "Freeze Protect" mode which is a critical component of Ms***s complaint. This is also a question we have asked be answered. Ms*** emailed me on February 4, indicating that she could easily find the instructions for her pump by using Google. She also found YouTube instructions for her pump. If her claim is that my weekly service technician found the time to look up the instructions while he was on route to maliciously change her pump settings, this claim would be ridiculous. This particular technician services over pools a day Monday through Friday. He has on average minutes to spend at each location including drive time between pools. There would be no time or desire to maliciously alter a pumps programming and risk termination for violating policy. On February 8, I provided Ms*** my final email communication. I informed her that we were able to determine by our own research and efforts that we left the system in the correct setting after weekly service was performed, that we have never worked on her equipment (my company only provided weekly service), that we tried to communicate with her installer to no avail, and that she has never sent any type of documentation to validate her claim that her utility bills increased. I have provided you with all the documentation around the claim from Ms*** in the emails which follow this letter. Ms*** provided you with accusation but no validation of her claims. In her claim to you she is now even indicating that we damaged her pool net and brush. These are new claims we knew nothing about. As a practice I provide all of my weekly service technicians with their own nets, poles, and brushes so there would be no reason for them to use the customers cleaning tools. I am not sure how to even address this claim as we have not been made aware of it until now. Thank you for looking into this matter and reviewing the provided materials. Sincerely, *** ***Owner, CEOAll Clear Pool and Spa

I am rejecting this response because:Since All Clear Pool and Spa stated that they will not reimburse me for electricity bills then why should I give them a copy of the bill when they already rejected the proposal.In addition, I am only asking for partial of the money I paid All Clear Pool and Spa and no more. I should be entitled to a refund when All Clear Pool and Spa changed the settings on my pool pump to run in a higher RPM and more hours almost throughout the day. The third party I hired (a company called Pacific Pool Care) to check on the pool pump as well as the booster pump (which All Clear Pool and Spa stated needs replacing whcih I later found out it was in full working order) has nothing to gain from them siding with me as they are not the monthly pool service I recently hired. The Pacific Pool Care is a very reputable and very ethical company unlike All Clear Pool and Spa; I just wished Pacific Pool serviced my area or else I would have gladly hired them to be my monthly service pool people. They are simply a third party who I hired to install my pool pump which started to run loud. According to Pacific Pool, it ran loudly unlike before because someone changed the setting for it to have the highest RPM. I am not afraid of sharing communication we have had. In fact, it is attached which I copied and pasted verbatim from emails. It is true that I had a misconception that my pool pump ran on gas and that my gas bill was high but my electricity bill was much more higher than my gas bill. My gas bill was probably a little bit more higher because I started cooking more when I am home but I can also provide proof that I and my husband was not home for weeks in certain months due to work; my proof will be my airline tickets and hotel bills) and yet my electriocty bill was much higher than when I was home. I never touched the pool pump and I have a lock on my gate that accesses the pool in whcih the only people who have access that gate is myself, my husbamd, and All Clear Pool and Spa. I trusted All Clear Pool and Spa to nottouch my pool pump timer as I instructed them and yet your technician (whoever that person is) played with it; I am only assuming he turned up my pool pump because the stuff at the bottom wasn't getting cleaned out whcih is why he thought my booster pump needed replacement because the polaris wasn't sucking up the items in the bottom of the pool--> When in reality, the person did not clean up the basket correctly because after the baskets was cleaned up the polaris started working perfectly.

I will have to send you all of the communication with this customer.  Her story has repeatedly changed, she continues to say the same things that we are responsible for her electric bill, even though she has never provided any of the evidence of her smud bills as we had requested and are...

entitled to see.  We rebutted her statements about the timer with the owners manual and that we only left it in the mode that it was supposed to be left in.I am very happy that I insisted on communication in writing as it will definitely show how her story continues to change.  She originally had said we were responsible for her increased gas bill as she thought that the pool pump ran on gas.  Yes, then she said her electric went up.  I explained to her that if her gas went up and her electricity went up, would that not indicate that the was running her heat in her home more.  She has never answered to any of these rebuttals I have made or provided any evidence to show or prove any of her claims....now she thinks I somehow am responsible for her pool brush and rake.  I take pride in having no unresolved cases.  I truly hope that when you see the communication I am sending to you certified on Monday morning. I have always been willing to deal with a customer whom is reasonable.  I will not however deal with a customer whom will not prove any of there allegations and will not even look at the facts.  This case really is really about a customer whom has no idea how her equipment works, however wants a third party to pay her power bills and is more akin to extortion.  Please take the time to read all of the documents we will be sending you.  My reputation is important to me, however paying someone whom has proven to be ethically challenged is a difficult thing for a person whom has worked so diligently on his reputation and treating customers fairly.

as I stated, we are mailing every page of our correspondence to the Revdex.com to see if they agree with you.  I do not feel they will find that I am responsible based on the fact that you have still not shown any evidence of any kind to substantiate your claims.  You have also not answered to the fact that you stated clearly in your first email that your gas bill was doubled and yet you do not realize or accept that that would also increase your electric bill as running a homes furnace burns gas and electricity.  I wish instead of insulting my firms integrity, you would actually answer to my statements of fact that I have made to you.  Instead of attacking my company you should have sent in your copies of electrical statements comparing your usage to last years.  something I am still waiting for.Pacific pool care has never answered our questions regarding your job site.  I find it very discouraging that you put Pacific pool cares' knowledge as somehow above my own.  I service weekly over 1250 pools and have 3 full-time repair trucks and 4 retail stores.  I have been in business 25 years.  My company does in a 2 week period what Pacific pools does all year.  That does not mean that Pacific pool care doesn't know what he is doing.  However he does not know more than myself.  Please realize I am an expert in my field, I put my knowledge and quality at a very high level.  I am a rarity in the pool business, I have built one of the largest pool service and retail companies in this state, so please stop trying to berate a locally owned success story.  I have never insulted you or called you names.  I have addressed you professionally.  I have answered to your allegations without insulting you, I ask you to show me that same respect.You have never considered the fact that the pump has a freeze protection setting.  It was running because the temperature was below 38 degreesThis is the first year you had your pump in the winter, so maybe you were unaware of the freeze protection.  I wish you would read the manual we sent you regarding the pump you would see that it runs 8 hours each time it goes below 38 degrees, and the default setting from the factory would leave it in prime mode a lot and would also cause a rise in electricity.  I know that my staff did not reset or alter your pump settings.  All of my weekly service techs undergo very stringent training as far as not touching things they are not certified on.  They do not touch any electronic control settings.  In addition your pump controller requires a special code that they would need access to the manual to look up.  One more thing that would require one of my pool service techs to somehow figure out..which they would not.  had they done this they also would have known to tell you that the run mode is the correct mode to leave it in.Please wait to respond till the Revdex.com has received all of the paperwork I have sent them.  If after they read through your complaint they see validity to your claim I will reconsider your needs to be compensated.  I will require proof of your increases and copies of your bills, they will provide all of that analysis free of charge at smud, so if you are confident that they will see your side, please start to gather the information needed please.I wish you peace and happiness until we get this resolved.  Please understand that we have been waiting for you to provide those documents all this time.  It is our right to see them, if you are making a claim...we have a right to face our accuser and a right to the evidence against us...so far I have yet to see any evidence of anything.

I am rejecting this response because:What All Clear Pool and Spa did not have every communication as you can see from my email communication (copy and pasted from all the emails) versus All Clear's communication whcih wa snot verbatim and instead they reinstated the communication to make it better for them. First and foremost, they were not at all professional and instead have told me that I must be lying and it wa snot them who broke my brushes, took my timers, or changed the setting of my pool timer which made my electricty bill higher. If I or my husband did not change the timer and no one else has access to the backyard without an access code except for All Clear then who else could it have been, a ghost... I trusted All Clear Pool and Spa with my pool which was why I never checked my pool timer or even go to the backyard if I was not using the pool; whcih I wasn;t because it was winter and it was too cold to swm eventhough I have a pool heater. I do admit that I should have checked on their work but seeing as I supposed to have hired "professionals" I didn;t think I needed to and trusted them with everything. All Clear Pool and Spa should not have touched my pool timer which was against the instructiosn I gave them. Looking at all the yelp reviews from ALl Clear Pool and Spa, I was dumb to not listen. I was not the first one who this company screwed over and never got any compensation back for their erroneous error. I just wanted some of the money of what I paid All Clear to compensate for them not doing their job and for teh money to go towards buying a new brush and electricty bill. It does not look like we are getting anywhere with this. To me, it's a lesson learned and I hope other consumers read this complaint to ward the off of being swindles like I have.

I am uploading all my written communication to this, since it is a public forum I need to defend myself and my company.

Review: So I bought a new house with a pool that was by their store. The pool needed a new system. Like I stated, great contact when you BUYING. When they were done installing, I needed WIFI at the house to finish a few things. They told me to call after I had internet and they would come back out. After the new system started working, I noticed the pool/spa heater now had a small leak. They said I needed a new manifold with the new system. They installed, I immediately noticed the next day the pool was lower by 1". The next day same thing...another 1". This is when I apparently didn't exist anymore. Called the store to explain my story and left a message. No call back. Went into the store and left message with one of the employees to have "[redacted]" (the scheduling/service associate) call me. No call back. No exaggeration,left no less than 10-15 msgs with 3 employees to have [redacted] call me....No call back...for a month! So I called the main store again and left ANOTHER message for [redacted] "This is the worst customer service I have ever experienced, please call me back and explain why you haven't called me back in over a month". So she finally calls me back w/ no apology. Her response was "What do you want?". I explained the situation and her response was "The leak is a coincidence". I asked how she knew that as she hasn't even looked at it. She tells me that she will send someone out, but it will do no good as it wasn't their fault. Again I asked her why she would say that without inspection. I also told her they still needed 2 show me how to use the system. She said she would call me in the next 2 weeks when she can get someone out there. We are now working on 4 weeks and no phone call. I have had the hose in the pool on very low for the past 2 months now 24/7 to keep the pool level and am still amazed at what a terrible business I choose to work with.Desired Settlement: Fix the leak problem and show me how to use the system like stated.

Business

Response:

I have been in contact with Mr. [redacted] I had requested to communicate via email. I had the wrong email address given to me. I had tried to call him several times and he is unavailable. This is why I am trying to talk to him via email. I do not feel we are responsible for the leak in his pool. We have went back out to the jobsite to see if there was any leak on the above ground plumbing which we installed. we did no underground work. if the leak is not on any work that we performed. we are not responsible for that.We have also went to his house after he claimed that the equipment was not running. we found he had put the system in service mode which takes the system timers and controls out of the timing function.I do feel we have some responsibilities to refund him for a part we did not need, however I want to confirm he did not want the item. Once he answers his email we will give him a full refund.We are willing to help Mr. [redacted]. I am not sure of what he really wants as far as an orientation. we installed equipment. The manual explains in grave detail how to operate the system. We need him to make an effort to look through that manual prior to us trying to help him understand the system. He was told the day we would be on-site for the install we were at his home for 5 hours. I am quite sure that he was shown the basics of the controller, otherwise we do have one here in the store that we can also show him how it works. We have programmed the controller, it is the interface he needs to learn, which is in the manual. It is always best and recommended by the manufacturer to have them read the manual, so that they are empowered to understand the system.I am sure we can resolve this matter once he answers back my email I am sure that

Consumer

Response:

I am rejecting this response because:[redacted] is the most condescending person I have ever met. I will not do business with him again. Making up all types of lies is how he tries to put himself in the right. Stated numerous times that he or is employees have contacted me, which was a complete lie. Outside of one time I had missed called from him, which I called back because I was working, I have no other missed calls from him or his business. He does not stand behind his work after it is done, he will make up various false statements to wiggle out of being in any wrong. Definitely the wrong type of person to do business with. Seriously...what type of business takes a MONTH to get back to you after you leave them numerous messages then not even an apology for how long it took. Terrible on all accounts.

Consumer

Response:

I don't understand why I need to continue to correspond via email to the business owner. We have already spoken multiple times over the phone, and it is completely apparent he will lie through his teeth to make himself seem correct. He lied about return phone calls, lied about servicing, lied about correspondence. It is impossible to deal with someone who just makes up things on a whim to justify their terrible customer service.

All Clear Pool & Spa in Greenhaven, Sacramento and the Elk Grove Repair shop are ALWAYS there for me and our 25 year old pool! Linda, Bart, and Dan (repair) and their teams know pool service and repair specifics. They answer all our questions, get us the needed pool supplies and help with repairs we can't do ourselves. They keep things simple for us. We maintain our own pool and their great help is most appreciated. Great pool knowledge, service, and people!

Review: All Clear Pool & Spa has been servicing my pool for more than a year. Recently, I have found my electricity bill to be enormous (2 1/2x the normal amount). I was puzzled what it was and on some months, it did not make sense since we were away on vacation for more than two weeks and therefore nothing shoul dbe running (e.g air conditioner, heater, etc.). After some investigation and a fluke of hearing my pool pump running when it was not supposed to; mind you that I have a new variable speed pool pump that normally runs very quietly started running loudly. I immediately contacted All Clear Pool and Spa telling them that my something is wrong and my pool pump is running when it was not supposed to. Side Note: I had the pool pump installed by a different company, not All Clear, and had them set the pool pump to be in the most efficient manner (right suction voltage, running at different hours of the day that only costs $10 to run per month) and specifically told All Clear to not touch the programming of the pool pump when I hired them. I hired back the company, not All Clear, who installed my pool pump to get a second opinion to check why my pool pump was running loudly and to check my booster pump since All Clear told me that the Booster pump needs replacing, they told me that someone changed my setting for it to run at the highest suction speed and to run almost 24-hours a day which costs more than $60-80 per month. They also told me that the booster pump was okay and doe snot need replacing. By the way, this was not the first time All Clear told me that something needs replacing and it did not. I started to get suspicious and looked around the pool are to find a pool net has a hole on it, one of my brushes is broken, and two old pool pump timers I had is gone. No one else have access to my backyard as its locked, I dont touch the equipment, and I also trusted them enough not to check on their work or look around each time they visited.Desired Settlement: All Clear stated to me in a very rude manner that it wasnt them. They didn't even speak to the technician(s) who handled my house before they said this. No one else accesses my backyard other than them and yet they won't admit that they did not change the settings of my pool pump for it to run in an inefficient manner costing me a significant amount of money in electricty bills for several months. I would like to get a new net & brush head replacement & refund me 4 months worth of service.

Business

Response:

I will have to send you all of the communication with this customer. Her story has repeatedly changed, she continues to say the same things that we are responsible for her electric bill, even though she has never provided any of the evidence of her smud bills as we had requested and are entitled to see. We rebutted her statements about the timer with the owners manual and that we only left it in the mode that it was supposed to be left in.I am very happy that I insisted on communication in writing as it will definitely show how her story continues to change. She originally had said we were responsible for her increased gas bill as she thought that the pool pump ran on gas. Yes, then she said her electric went up. I explained to her that if her gas went up and her electricity went up, would that not indicate that the was running her heat in her home more. She has never answered to any of these rebuttals I have made or provided any evidence to show or prove any of her claims....now she thinks I somehow am responsible for her pool brush and rake. I take pride in having no unresolved cases. I truly hope that when you see the communication I am sending to you certified on Monday morning. I have always been willing to deal with a customer whom is reasonable. I will not however deal with a customer whom will not prove any of there allegations and will not even look at the facts. This case really is really about a customer whom has no idea how her equipment works, however wants a third party to pay her power bills and is more akin to extortion. Please take the time to read all of the documents we will be sending you. My reputation is important to me, however paying someone whom has proven to be ethically challenged is a difficult thing for a person whom has worked so diligently on his reputation and treating customers fairly.

Consumer

Response:

I am rejecting this response because:Since All Clear Pool and Spa stated that they will not reimburse me for electricity bills then why should I give them a copy of the bill when they already rejected the proposal.In addition, I am only asking for partial of the money I paid All Clear Pool and Spa and no more. I should be entitled to a refund when All Clear Pool and Spa changed the settings on my pool pump to run in a higher RPM and more hours almost throughout the day. The third party I hired (a company called Pacific Pool Care) to check on the pool pump as well as the booster pump (which All Clear Pool and Spa stated needs replacing whcih I later found out it was in full working order) has nothing to gain from them siding with me as they are not the monthly pool service I recently hired. The Pacific Pool Care is a very reputable and very ethical company unlike All Clear Pool and Spa; I just wished Pacific Pool serviced my area or else I would have gladly hired them to be my monthly service pool people. They are simply a third party who I hired to install my pool pump which started to run loud. According to Pacific Pool, it ran loudly unlike before because someone changed the setting for it to have the highest RPM. I am not afraid of sharing communication we have had. In fact, it is attached which I copied and pasted verbatim from emails. It is true that I had a misconception that my pool pump ran on gas and that my gas bill was high but my electricity bill was much more higher than my gas bill. My gas bill was probably a little bit more higher because I started cooking more when I am home but I can also provide proof that I and my husband was not home for weeks in certain months due to work; my proof will be my airline tickets and hotel bills) and yet my electriocty bill was much higher than when I was home. I never touched the pool pump and I have a lock on my gate that accesses the pool in whcih the only people who have access that gate is myself, my husbamd, and All Clear Pool and Spa. I trusted All Clear Pool and Spa to nottouch my pool pump timer as I instructed them and yet your technician (whoever that person is) played with it; I am only assuming he turned up my pool pump because the stuff at the bottom wasn't getting cleaned out whcih is why he thought my booster pump needed replacement because the polaris wasn't sucking up the items in the bottom of the pool--> When in reality, the person did not clean up the basket correctly because after the baskets was cleaned up the polaris started working perfectly.

Business

Response:

as I stated, we are mailing every page of our correspondence to the Revdex.com to see if they agree with you. I do not feel they will find that I am responsible based on the fact that you have still not shown any evidence of any kind to substantiate your claims. You have also not answered to the fact that you stated clearly in your first email that your gas bill was doubled and yet you do not realize or accept that that would also increase your electric bill as running a homes furnace burns gas and electricity. I wish instead of insulting my firms integrity, you would actually answer to my statements of fact that I have made to you. Instead of attacking my company you should have sent in your copies of electrical statements comparing your usage to last years. something I am still waiting for.Pacific pool care has never answered our questions regarding your job site. I find it very discouraging that you put Pacific pool cares' knowledge as somehow above my own. I service weekly over 1250 pools and have 3 full-time repair trucks and 4 retail stores. I have been in business 25 years. My company does in a 2 week period what Pacific pools does all year. That does not mean that Pacific pool care doesn't know what he is doing. However he does not know more than myself. Please realize I am an expert in my field, I put my knowledge and quality at a very high level. I am a rarity in the pool business, I have built one of the largest pool service and retail companies in this state, so please stop trying to berate a locally owned success story. I have never insulted you or called you names. I have addressed you professionally. I have answered to your allegations without insulting you, I ask you to show me that same respect.You have never considered the fact that the pump has a freeze protection setting. It was running because the temperature was below 38 degreesThis is the first year you had your pump in the winter, so maybe you were unaware of the freeze protection. I wish you would read the manual we sent you regarding the pump you would see that it runs 8 hours each time it goes below 38 degrees, and the default setting from the factory would leave it in prime mode a lot and would also cause a rise in electricity. I know that my staff did not reset or alter your pump settings. All of my weekly service techs undergo very stringent training as far as not touching things they are not certified on. They do not touch any electronic control settings. In addition your pump controller requires a special code that they would need access to the manual to look up. One more thing that would require one of my pool service techs to somehow figure out..which they would not. had they done this they also would have known to tell you that the run mode is the correct mode to leave it in.Please wait to respond till the Revdex.com has received all of the paperwork I have sent them. If after they read through your complaint they see validity to your claim I will reconsider your needs to be compensated. I will require proof of your increases and copies of your bills, they will provide all of that analysis free of charge at smud, so if you are confident that they will see your side, please start to gather the information needed please.I wish you peace and happiness until we get this resolved. Please understand that we have been waiting for you to provide those documents all this time. It is our right to see them, if you are making a claim...we have a right to face our accuser and a right to the evidence against us...so far I have yet to see any evidence of anything.

Business

Response:

4.4.15 RE: Complaint ID#[redacted] Revdex.com of Sacramento; I have read the complaint from Ms. [redacted] and am concerned that you do not have all of the information regarding her complaint nor the response All Clear Pool and Spa has provided Ms. [redacted]. Enclosed are all of the email communications (in chronological order) between All Clear Pool and Spa and Ms. [redacted]. On December 24, 2015 Ms. [redacted] contacted my company by email to inform us on concerns she had regarding her gas bill, damage being done to her pool pump, ignoring requests on how her equipment is being set, and that the leaves were not removed from her spa (Document #1). Every year the Service Departments are closed the week of Thanksgiving and Christmas. This is the week that the email was received from Ms. [redacted]. Our response to this email was sent to Ms. [redacted] the day the Service Department was reopened which was Monday, December 29, 2014 (Document #2). Document #3:On December 30, 2014 the service department received another email from the customer stating that her gas bill doubled on the prior month and previous months as well. The customer also sent a picture of the timer mechanism on her pool pump describing how the system was being left in the wrong operating position. Ms. [redacted] continues in this email to indicate her gas bill had double and her pool pump was not running as quietly as in past months. The service manager responded to this email in less than an hour and a half to address her concerns. We acknowledge in that email that the system was left in "Run" mode, and not "Prog 1". The technician would do this so that the water can circulate and filter the water for the pool. Program modes do not circulate water and are used only for programming the equipment. To have the system function it does need to be in the run mode. The service manager also indicates leaving a pump running for extended periods will not do damage under normal conditions. The only damage that could occur is if the water flow going through the pump is restricted. The service manager also informs the customer that the pump runs on electricity and has no bearing on gas consumption. The customer did not indicate anything about her electric bill doubling, only her gas bill. All Clear Pool and Spa also provided a service credit to the customer for not completing the leaf removal of her spa. Document #4:On January 14, 2015 Ms. [redacted] called the service department and spoke to the service manager about a lack of follow up to her concerns. The service manager let Ms. [redacted] know he had responded on December 30, 2014 and that he had not heard back from her. At this point the service manager forwarded all email communications to date back to the customer. Document#5:On January 16th, Ms. [redacted] sent another email communication indicating that her electric bill is now a concern and that her regular pool technician had reported to our repairs department that her booster pump didn't appear to be functioning properly (this is different than the filter pump which was her original concern). In this case, the weekly service technician followed our companies procedure of reporting to the repairs department when they notice something out of the ordinary on pool equipment. We do not ever require a customer on our service side to repair items through our repair department. The phone call from the repair department was only to inform the customer that the weekly service noticed something that was not normal. Our weekly service technicians do not have the same technical training as our repair department and therefore we would want a repair technician to look at the equipment prior to making recommendations of repairing or replacing equipment. At this point we only called to see if we could send someone to look at the equipment and verify proper working condition. The customer instead called a different company (the one that installed her filter pump) to look at both pieces of equipment which he indicates they are both in good working order. This other company also indicates that the timers were changed on her filter pump from how they were originally set. This concern is addressed in the Service Managers response at 9:30 AM on January 19, 2015. The weekly service technicians do not adjust time on variable speed or multi-speed pumps which is what Ms. [redacted] purchased, and installed through a different company. The pump that she installed is not one that All Clear Pool and Spa carries in our inventory nor have we been trained to program. While the "Run" setting is the proper one for the technician to set it on, we left it on "Prog 1" per customers request. However, because of our unfamiliarity with the system I took it upon myself to get a better understanding of her pump and looked up the operating manual. I had the Service Manager email this information directly to the customer (Document #6 and in this packet of information). As you can see on Document #6 we determined that the "Run" setting IS the correct setting for the system to be in, and pointed out where Ms. [redacted] could find that information in the owner's manual. Additionally, there are two other sections that Ms. [redacted] needs to be aware of. The first is "Freeze Protect" which is on page 19 section 5.6.1. This feature is used so that the motor will turn on if the temperatures drop below a certain level. During December 2014 there were many nights where the temperature was below 37 degrees which would turn the system on for a full 8 hours. We do not know where this set point is for Ms. [redacted]s equipment because we were never asked to work on her equipment. In fact, we have a very stringent training policy in place specifically about not changing settings on electric controls unless done by a repair technician or myself. Factory default for this model is 37 degrees per the manufacturer's field representative. We ask Ms. [redacted] what her freeze protect setting is in Document #7 however she never responds to our inquiry. Ms. [redacted] was not properly educated on how to work her own equipment. I also requested from Ms. [redacted] documentation substantiating her claims of power increases. To date, she has never provided this documentation. Document #7Ms. [redacted] did not respond to the email dated January 19, 2014 so I asked the Service Manager to get back into contact with Ms. [redacted] which he did by email on January 23, 2015. In this email he informs Ms. [redacted] that we brought in a sales rep for the specific model of her pump so that we could learn more about the system and how to operate it. What we found out during that training is that there are a series of buttons someone would have to push in order to override or change the setting that the installer set (pg29 sect. 5.10 of owner's manual). Because the technician is 1. not trained on this pump and 2. did not have this manual in order to read how to change the settings, we are confident that it would be virtually impossible for the weekly service technician (the only one from my company to have been on Ms. [redacted]s property) to have changed the settings. I then tried to contact the installer (Document #8) by email to try and ascertain when it was installed, what the settings were, and if Freeze Protect was initiated during the programming sequence. The installer would not respond to my request of information. In the last paragraph of Document #7 we ask the customer to respond to our questions as we are trying to help resolve her issues. We point out that if she decides to not respond to our efforts to resolve the issue we would consider this situation closed. Document #9This document includes communications from the installer of the pump to Ms. [redacted] and then from Ms. [redacted] to me and my response back.On February 3rd, the installer communicated with Ms. [redacted] about how the system is set to run. He also states he now has it running for 1 hour per day so that it will only cost the customer $10 per month. I have been in the pool industry for over 25 years and my service department services over 1250 pool per week. A pump running for 1 hour per day cannot properly filter a swimming pool. Our recommendation for a residential swimming pool for 3-5 hours of filtration in the winter months and 4-6 hours of filtration during the swimming season. The installer does not reference the "Freeze Protect" mode which is a critical component of Ms. [redacted]s complaint. This is also a question we have asked be answered. Ms. [redacted] emailed me on February 4, 2015 indicating that she could easily find the instructions for her pump by using Google. She also found YouTube instructions for her pump. If her claim is that my weekly service technician found the time to look up the instructions while he was on route to maliciously change her pump settings, this claim would be ridiculous. This particular technician services over 25 pools a day Monday through Friday. He has on average 19 minutes to spend at each location including drive time between pools. There would be no time or desire to maliciously alter a pumps programming and risk termination for violating policy. On February 8, 2015 I provided Ms. [redacted] my final email communication. I informed her that we were able to determine by our own research and efforts that we left the system in the correct setting after weekly service was performed, that we have never worked on her equipment (my company only provided weekly service), that we tried to communicate with her installer to no avail, and that she has never sent any type of documentation to validate her claim that her utility bills increased. I have provided you with all the documentation around the claim from Ms. [redacted] in the emails which follow this letter. Ms. [redacted] provided you with accusation but no validation of her claims. In her claim to you she is now even indicating that we damaged her pool net and brush. These are new claims we knew nothing about. As a practice I provide all of my weekly service technicians with their own nets, poles, and brushes so there would be no reason for them to use the customers cleaning tools. I am not sure how to even address this claim as we have not been made aware of it until now. Thank you for looking into this matter and reviewing the provided materials. Sincerely, [redacted]Owner, CEOAll Clear Pool and Spa

Business

Response:

I am uploading all my written communication to this, since it is a public forum I need to defend myself and my company.

Consumer

Response:

I am rejecting this response because:What All Clear Pool and Spa did not have every communication as you can see from my email communication (copy and pasted from all the emails) versus All Clear's communication whcih wa snot verbatim and instead they reinstated the communication to make it better for them. First and foremost, they were not at all professional and instead have told me that I must be lying and it wa snot them who broke my brushes, took my timers, or changed the setting of my pool timer which made my electricty bill higher. If I or my husband did not change the timer and no one else has access to the backyard without an access code except for All Clear then who else could it have been, a ghost... I trusted All Clear Pool and Spa with my pool which was why I never checked my pool timer or even go to the backyard if I was not using the pool; whcih I wasn;t because it was winter and it was too cold to swm eventhough I have a pool heater. I do admit that I should have checked on their work but seeing as I supposed to have hired "professionals" I didn;t think I needed to and trusted them with everything. All Clear Pool and Spa should not have touched my pool timer which was against the instructiosn I gave them. Looking at all the yelp reviews from ALl Clear Pool and Spa, I was dumb to not listen. I was not the first one who this company screwed over and never got any compensation back for their erroneous error. I just wanted some of the money of what I paid All Clear to compensate for them not doing their job and for teh money to go towards buying a new brush and electricty bill. It does not look like we are getting anywhere with this. To me, it's a lesson learned and I hope other consumers read this complaint to ward the off of being swindles like I have.

Review: Email stated buy 3 grt one free $26.21 was $34.21

When I purchased the product I was charged $113.37 not $78.63

Received email for Solar Sun Rings buy 3 get on free $26.21 was $34.95 on May 15, 2013. I went to the store on May 17th and requested the 4 solar sun rings. I was charged $113.37 or $34.99 for 3 ea rings. I showed them the email that showed the the price should be $26.21 each and was told they were not resposible for the add was written and the cost was $34.99Desired Settlement: Refund for the difference in the amount charged and the email addvertisement price

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] C.E.O

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@shopallclear.com

When I first read your complaint, I had thought we forgot to give you the free sun ring, Which I see that we did, however after looking at the actual Eblast I see your side. At first I did not think it was deceptive however I pulled a customer at random and he also saw it from your perspective. That was all I needed to convince me. I see where the problem in the ad stems from. My graphics person omitted the word "now" $26.21. We had the word "now" in our signs in the store however the ad did not. I am truly sorry and will gladly provide you a refund or a store credit, whatever I can do to make it right.

I can assure you our intent was not to deceive our customers.

I would like to investigate and take corrective action with whoever felt that it was appropriate to treat a customer this way and not give you the option to email me to resolve the issue.

Please email me back some specifics, if you have them so I can find out who was involved. And reference a receipt.

Also confirm, how you would like me to credit you.

It looks like a refund or store credit of $34.74 plus tax.