All Pool Service Company

August 28, 2017Dear [redacted] ***,This is in response to [redacted] ’s August 11, complaint filed with the Revdex.comThe customer is correct that we visited her home multiple times, but not because “we did not take the right pictures”In contrast, we made multiple visits (at no additional cost to the customer) because the customer had some additional requests and we were trying to provide options for the most cost-effective way to deal with her deck/trip hazard problemIt should be noted that it has always been difficult to contract [redacted] since we always got her voicemail as well as she does not always get immediately back to usWe have had many discussions with [redacted] and given her a verbal quote for replacing the concrete deck around her pool versus building up the areas where the concrete deck had shifted and sunk by the pool copingWe even sent (emailed) pictures to [redacted] , as per her request, of a deck that we had recently coated so that she could see what the coating and color looks like.This past week I was away on a family vacation, and this office was closedHowever, our sister office remained open and was in contact with our customers and, in particular, [redacted] .They answered any questions that she may have had, notified her that I was away and that the office was closed for the entire weekUpon returning from vacation I was puzzled to later receive a complaint filed by [redacted] with the Revdex.comAfter speaking to our sister office about what had taken place while I was away, it appears to me that [redacted] misunderstood what was told to her [redacted] does not have to do the work immediately, however, she was told, it makes best sense to do so, sooner, rather than later (next year) because a trip hazard condition will still exist, as well as conditions of her deck may worsen, which may require revising our repair estimateWe still wish to offer [redacted] our services and I encourage her to call me to discuss this

From: [redacted] ***< [redacted] @***.com>Date: Mon, Aug 3, at 3:PMSubject: Re: [redacted] To: [redacted] < [redacted] @myRevdex.com.org> [redacted] ***, Attached is a copy of the "Contract" that All Pools and Spas referenced in their responsesPlease note the name of the company on the Contract is NOT All Pools and SpasAlso the contract is not signedAll Pools and Spas stated in their responses that they are not associated with any of the other companies that are associated with the F [redacted] name, but for some reason they are using the same contract? Also, the NJ contractor license number on the contract is also listed on multiple businesses associated with the F [redacted] nameMy original complaint was that All Pools and Spas never sent me a written quote with the work they planned on performing, and I have no confidence in the inspection they claim they completed on my spaBased on this new evidence I believe that this case should be re-openedThank you, ***

July 18, 2017Dear [redacted] ***,This is in response to *** & [redacted] 's rejection of our last response to their complaint, which the Revdex.com sent to us on July 12.We stand behind our previous responsesWe have already provided all documentation to support our responses

? July 10, 2017Dear [redacted] ***,This is in response to [redacted] 's June 26, complaint filed with the? Revdex.com.The customer’s statement of the problem is fairly accurate; however, there are several important details that were omittedFirst, the customer communicated the wrong pool size when ordering the first linerShe said the pool was a 15' x 24'which we ordered for herUpon installation, it became clear that the pool was a 15’ x 25’Therefore, we had to re-order the correct size liner for herIt should be noted that we were not able to return the 15’ x 24' liner she originally ordered, because once it was taken out of the box and unfolded, we cannot return it to the manufacturerThe liner had to be discardedSince our leak detection tech who was originally sent to her home did not double-cheek the length of the pool (he did verify the width because it was slightly shifted), we told the customer we would absorb the cost of this liner as well as the labor cost for attempting to install the first liner which was too smallWe were under no obligation to absorb both of these costs, but we thought it was the right thing to do at the time.We installed the new, correct size; liner with a perfect fit, and [redacted] signed that the job was “satisfactorily completed”As with every new liner installed by our company, the customer gets a manufacturer warranty that, in the event that the new liner has a manufacturer defect, the manufacturer will provide the customer a replacement liner at no chargeHowever, a manufacturer wrarranty does not include the labor to install the replacement liner, if the original liner is found to be defectiveFor this reason, we offer every customer Liner Insurance to cover the laborWe have attached the Liner Insurance offered to [redacted] , where she signed that she “did not wish to purchase liner insurance”She refused the offer of Liner Insurance on both the? first 15’ x 25’ liner we installed (which was the one that was defective), as well as for the replacement liner provided by the manufacturer due to the manufacturer defect in the first liner.Unfortunately, the new liner began to leak after fillingWhen [redacted] called to notify us she was losing water, we immediately sent our techs outEven though both our contract, and the manufacturer’s warranty, state that the customer must find the hole, clean the liner, and process it with the manufacturer directly, we did this for them as a customer courtesyWe even attempted to patch the defective seam, which may have worked, however we felt because of the large seam separation, it was best to replace the liner and the [redacted] ? agreedShe had not purchased liner insurance so we gave her a discounted rate of $to install the replacement liner from the manufacturer (labor for that size liner is $995.00)Please note that we also had to pay up front to the manufacturer for the replacement linerOnce the manufacturer receives the defective liner they inspect it and determine whether or not it is a true manufacturer defectAt that point the manufacturer credits our account for the cost of the replacement liner.We installed the replacement liner without incident, and again, the customer refused liner insurance on the replacement linerA few days later the [redacted] called and said the liner appeared to be pulling down on one part of the wallWe immediately sent a senior team out to inspect this, and they found that this was most likely due to the leaking water from the defective liner, causing the ground to either soften, or wash away under the sand creating a gully inside the pool which pulled the liner downThis is an unforeseen condition that the original team would not have been able to determine when installing the linerThis is a sub-grade condition that only became apparent after filling a pool, creating a lot of water weight and pressure and resulting in the subsequent ground shift.Even though this is sub sequential damage and unforeseen condition, which is not covered by the manufacturer warranty, liner insurance, or our original contract, we again attempted to help this customer without any additional cost to themThey were to drain the pool and purchase sand to fill in the gullyWe would pull the liner back and raise the base by filling the fully, and reattach the linerThis was done.The customer filled their pool and a few days later called to say they noticed something happening at the top of the poolWe sent the techs out again to inspectThey discovered a new condition which had not occurred the previous times we were there performing a simple liner installationThe condition was that the outside ground apparently started to shift around the pool structureWe recommended to drain the water to a certain level where foundation blocks should be installed under the area of the? shifting structure for extra supportThey? were to call us and we were going to charge? them a reasonable price because this had? nothing with labor to replace a linerThis? subsequent/unforeseen condition can be remedied and we would offer a fair price to do thisWe would not do it free of chargeAs much as this is unfortunate for the [redacted] ’s, we have also been a victim and have attempted to help them every step of the way, going way beyond the call of duty

August 10, 2015Dear [redacted] ***: In response to [redacted] ***’s additional concerns reported in your August 4th letter, we would like to provide the below facts [redacted] is incorrect when he says “All Pools and Spas stated in their response that they are not associated with any of the other companies that are associated with the F [redacted] name”As stated in our May 26th response, we often refer work back and forth to various companies including A-Pools and SpasIn fact, some of the subcontractors we use also perform work for other pool and spa repair companies, including A-Pools and SpasAll Pools & Spas and A-Pools and Spas are two separate business entitiesAt this point I cannot be certain who referred who to [redacted] (All Pools to A-1, or A-to All Pools)Since [redacted] addressed his complaint to All Pools & Spas, we did our best to address his issues, since we assumed we must have referred him to A-1, or vice versaHowever, according to the contract I obtained from A-1, [redacted] signed a contract with A-Pools & Spas indicating that he had read the terms and conditions, and that the inspection was performed satisfactory(See enclosed contract)So, [redacted] is also incorrect when he says he did not sign a contractSincerely, All Pools and Spas P.S.: A hard copy of this response, and the signed contract, are also being mailed to you

May 12, 2015Dear [redacted] ***:In response to [redacted] ***’s complaint, we would like to provide the below facts [redacted] does have a copy of the contract he signed for the original “Standard Electronic Diagnostic Inspection” in the amount of $plus tax After the inspection was completed and the results given to our office, [redacted] was then given a verbal price for the work to be done and told that we could perform the work right away [redacted] was informed both prior to his agreement to have us perform the original inspection, and when he was verbally given the repair price, that the inspection fee of $would be applied toward the repair if we performed the repairSince he did not contract with us to perform the repair, there is no contract for the actual repair work at this point in timeA contract will be provided if, and when, we perform the workAs of today, [redacted] has not chosen to have the work completedWe are still willing to perform the work at the price quoted to him,If [redacted] wishes to call us to discuss this, we would be happy to talk to himPlease let us know if you have further questions,Sincerely,All Pools and Spas

December 23, 2015Dear [redacted] ***:This is in response to [redacted] ***'s "additional concerns” which she reported after receiving our response to her original complaintPlease note that we just received this on December 18th.First of all, [redacted] continues to address the work we performed for her as a "scam”, and we resent this attack on usAs we documented in our last two responses, [redacted] was fully aware of the scope of the inspection diagnostics prior, during, and after work was performedShe was provided this information verbally, and in writing in the contractShe signed the contract “work satisfactorily performed” and wrote us a check as well [redacted] continues to be inconsistent with her statements and recollections of the factsFor example, the inspection repair estimate clearly shows that the inspection fee would be deducted from the repair.Although she now acknowledges that she still has her pump and motor, she is asserting we took it and later returned itWe never removed the pump and motor from her premisesWe confirmed this with the technician after [redacted] called saying we took it off her premisesIt would make no sense for us to take her pumps motor in for repair until she agreed to have us perform the repair.We stand by our prior responses that we performed the diagnostics that we were hired for, as is evidence by the contract [redacted] signed, which clearly states that the $was for a “Standard Electronic Diagnostics Inspection”She thought she knew where her problem was, but she was incorrect in her assumption that there was “no freeze damage'Our diagnostics did find freeze damage to the heater union connector and seal, which had to be replaced in order to fill the hot tubThe $was deducted from the cost of the repair as can be seen on the repair estimateShe elected not to have us return to replace the damaged heater union connector and seal kit, as well as the pump/motor, pump/motor connector and seal kit, and wire harness at an additional cost of $This break down was faxed to her husband on 10/29/15.The bottom line is that she hired us to perform a diagnostics, we performed the diagnostics and she signed she was satisfied and paid us our fee, and we provided her with an estimate of the cost to repair the hot tubShe elected not to have the hot tub repairs.Please let us know if you have further questions.Sincerely,All Pools and Spas

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: this company is running a scam which needs to end. Mr. Al F [redacted] is completely dishonest with his statements. This company scams clients into thinking that they will perform a leak detection diagnoses. Their website now reads: Monday's Specials: All diagnoses fees-all troubleshooting- all inspection fees- will apply toward any worked performed. $295 will go toward the leak repair. When I contacted this company, I was aware that my spa pump had a leak. I called them to replace the pump but Mr. Al F [redacted] explained to me on the phone that they would perform a leak detection and the money would be applied towards the leak repair. However, their contact is written differently. Mr. F [redacted] appears to be very kind and tells you this information through the phone to earn your trust. Then they use their contact to keep them legal in their scam. Mr. F [redacted] claims that I was fully aware of the scope of their inspection diagnostics, prior, during and after. This is entirely false. I was sincerely under the impression that the money I paid would be applied toward the pump. Mr. F [redacted] misunderstood my statement in reference to his technician trying to make ideal on the side. He stated that I agree now that the technician was not trying to work a deal on the side. He misinterpreted my words. The technician is part of the scam. They ask to to sign the contract to state that he came and worked on the spa, then they ask you for cash on the side. I clearly, asked the technician, why would I pay him on the side if the money collected was supposed to cover this. I called Mr. F [redacted] , not knowing that this was all part of the scam. He removed my pump and told me he was going to take it. At some point, without my consent, he returned my pump and removed the parts he had placed in the spa. Mr. F [redacted] acknowledges that his technician removed the heater connector and seals when I refused to pay for their repair. I was unaware that they had removed their parts. Also, when I called Mr. F [redacted] to complain about his technician, he never stated they had removed their parts. He actually apologized and said he would talk to him and did not understand why his technician would do this. He told me he would have a talk with him. I am completely at awe with the list of false statements and lies. The bottom line is that I hired this company to replace my spa pump with had a leak. They stated they would perform a leak performance and the $422 would be apply toward the repair. They sent a tech, who accepted my check, tried to make more money on the side. Ask if he could remove and take my pump. He later returned, returned my pump and took the repair parts without my consent. This company charged me $422 and they were at my property for about 15. After many attempts to contact Mr. F [redacted] , my husband intervened by calling using a different phone number. They then picked up the phone. My husband asked that they send a list of their charges. They then faxed my husband a list of bogus charges which stated we would have to pay $1385 for them to finish the job. I firmly believe this company is a fraud they run their business by building trust and scamming people with their bogus claims. This company must be stopped! I can not allow them in good faith to continue scamming honest, hard working people. Regards, [redacted] ***

December 23, 2015Dear [redacted] ***:This is in response to [redacted] ***'s "additional concerns” which she reported after receiving our response to her original complaintPlease note that we just received this on December 18thFirst of all, [redacted] continues to address the work we performed for her as a "scam”, and we resent this attack on usAs we documented in our last two responses, [redacted] was fully aware of the scope of the inspection diagnostics prior, during, and after work was performedShe was provided this information verbally, and in writing in the contractShe signed the contract “work satisfactorily performed” and wrote us a check as well [redacted] continues to be inconsistent with her statements and recollections of the factsFor example, the inspection repair estimate clearly shows that the inspection fee would be deducted from the repairAlthough she now acknowledges that she still has her pump and motor, she is asserting we took it and later returned itWe never removed the pump and motor from her premisesWe confirmed this with the technician after [redacted] called saying we took it off her premisesIt would make no sense for us to take her pumps motor in for repair until she agreed to have us perform the repair.We stand by our prior responses that we performed the diagnostics that we were hired for, as is evidence by the contract [redacted] signed, which clearly states that the $was for a “Standard Electronic Diagnostics Inspection”She thought she knew where her problem was, but she was incorrect in her assumption that there was “no freeze damage'Our diagnostics did find freeze damage to the heater union connector and seal, which had to be replaced in order to fill the hot tubThe $was deducted from the cost of the repair as can be seen on the repair estimateShe elected not to have us return to replace the damaged heater union connector and seal kit, as well as the pump/motor, pump/motor connector and seal kit, and wire harness at an additional cost of $This break down was faxed to her husband on 10/29/The bottom line is that she hired us to perform a diagnostics, we performed the diagnostics and she signed she was satisfied and paid us our fee, and we provided her with an estimate of the cost to repair the hot tubShe elected not to have the hot tub repairs.Please let us know if you have further questionsSincerely, All Pools and Spas

Charged me for doing absolutely nothing but talking on the phone for instructions on how to reset the pool pump program Wanted to come back to do a "pressure test" Charged me $for ten minutes of work to just prime the pump Wanted to come back for a $pressure test No thank you...Burn be once shame on you, burn be twice, shame on me Still have a swimming pool that is not swimmable Need to find a reputable pool plumber

Just trying to get a new liner and .....Three liners and $1,dollars later I ended up with a bent support beam and the side of my pool that is not under the rail and the bottom of my pool feels like the rocky mountains...my pool in ruinedThey kept saying that everything that was going wrong was the fault of my pool shifting, the ground shifted, etcyet I had no issue before this

From: craigDate: Wed, Nov 11, at 2:PMSubject: Id # *** & id# ***To: [email protected]*** *** *** (Revdex.com),*** ***, I have recieved complaints against my company F* Pools New Hope Pa ###-###-#### .Complaint Id
***.This is not our customer nor did we have any dealings whatsoever with them.

on 7/22/we were promised and the company did show up to repair a wall on our above ground pool that had rusted by the skimmer causing it to burst open and expose the linermy husband had called a week before and spoke to the manager about the importance of getting to this job quick and he told him they were very busy this time of year but because we were repeat customers he would fit us in.The enext day a young man from the company came to the door and said he was taking picutres to take back to Al the manager which he did then Al called us and told us what day the following week we were on the schedule and to have the water drained out of it before they arrived as they would have to pull back the liner to repair the wall which we did.They showed up later than scheduled and requested half the money in cash before the start of the job and the rest at the end which we gave themIt was a very hot day and the three guys who were here worked very hard and told us after a few hours t

July 10, 2017Dear *** ***,This is in response to *** ***'s June 26, complaint filed with the Revdex.com.The customer’s statement of the problem is fairly accurate; however, there are several important details that were omittedFirst, the customer communicated the wrong pool size
when ordering the first linerShe said the pool was a 15' x 24'which we ordered for herUpon installation, it became clear that the pool was a 15’ x 25’Therefore, we had to re-order the correct size liner for herIt should be noted that we were not able to return the 15’ x 24' liner she originally ordered, because once it was taken out of the box and unfolded, we cannot return it to the manufacturerThe liner had to be discardedSince our leak detection tech who was originally sent to her home did not double-cheek the length of the pool (he did verify the width because it was slightly shifted), we told the customer we would absorb the cost of this liner as well as the labor cost for attempting to install the first liner which was too smallWe were under no obligation to absorb both of these costs, but we thought it was the right thing to do at the time.We installed the new, correct size; liner with a perfect fit, and *** *** signed that the job was “satisfactorily completed”As with every new liner installed by our company, the customer gets a manufacturer warranty that, in the event that the new liner has a manufacturer defect, the manufacturer will provide the customer a replacement liner at no chargeHowever, a manufacturer wrarranty does not include the labor to install the replacement liner, if the original liner is found to be defectiveFor this reason, we offer every customer Liner Insurance to cover the laborWe have attached the Liner Insurance offered to *** ***, where she signed that she “did not wish to purchase liner insurance”She refused the offer of Liner Insurance on both the first 15’ x 25’ liner we installed (which was the one that was defective), as well as for the replacement liner provided by the manufacturer due to the manufacturer defect in the first liner.Unfortunately, the new liner began to leak after fillingWhen *** *** called to notify us she was losing water, we immediately sent our techs outEven though both our contract, and the manufacturer’s warranty, state that the customer must find the hole, clean the liner, and process it with the manufacturer directly, we did this for them as a customer courtesyWe even attempted to patch the defective seam, which may have worked, however we felt because of the large seam separation, it was best to replace the liner and the *** agreedShe had not purchased liner insurance so we gave her a discounted rate of $to install the replacement liner from the manufacturer (labor for that size liner is $995.00)Please note that we also had to pay up front to the manufacturer for the replacement linerOnce the manufacturer receives the defective liner they inspect it and determine whether or not it is a true manufacturer defectAt that point the manufacturer credits our account for the cost of the replacement liner.We installed the replacement liner without incident, and again, the customer refused liner insurance on the replacement linerA few days later the *** called and said the liner appeared to be pulling down on one part of the wallWe immediately sent a senior team out to inspect this, and they found that this was most likely due to the leaking water from the defective liner, causing the ground to either soften, or wash away under the sand creating a gully inside the pool which pulled the liner downThis is an unforeseen condition that the original team would not have been able to determine when installing the linerThis is a sub-grade condition that only became apparent after filling a pool, creating a lot of water weight and pressure and resulting in the subsequent ground shift.Even though this is sub sequential damage and unforeseen condition, which is not covered by the manufacturer warranty, liner insurance, or our original contract, we again attempted to help this customer without any additional cost to themThey were to drain the pool and purchase sand to fill in the gullyWe would pull the liner back and raise the base by filling the fully, and reattach the linerThis was done.The customer filled their pool and a few days later called to say they noticed something happening at the top of the poolWe sent the techs out again to inspectThey discovered a new condition which had not occurred the previous times we were there performing a simple liner installationThe condition was that the outside ground apparently started to shift around the pool structureWe recommended to drain the water to a certain level where foundation blocks should be installed under the area of the shifting structure for extra supportThey were to call us and we were going to charge them a reasonable price because this had nothing with labor to replace a linerThis subsequent/unforeseen condition can be remedied and we would offer a fair price to do thisWe would not do it free of chargeAs much as this is unfortunate for the ***’s, we have also been a victim and have attempted to help them every step of the way, going way beyond the call of duty

November 23, 2015Dear*** ***:This is in response to *** ***’ complaint*** *** originally called us two seasons ago, June 22, 2014, about a problematic leak in his concrete poolHe suspected the pool was leaking at the deep end of pool since water was accumulating at this end of the pool
area (opposite the spa end)Customer was informed of difficulty in concrete pool leak detection which is not 100% and may include several leak detection efforts, each with additional costsCustomer also indicated he thought pool leaked faster when pump was running and he therefore selected a first logical approach to pressure test the pool return plumbing linesHe was informed pressure testing the spa return lines would be an additional price if he wanted itA pool pressure test was performed, as well as a complimentary luminous dye testing of the pool lightThis phase of testing confirmed no leaks in the pool return lines and light housingThis phase of testing was useful and necessary in confirming no leaks in pool return lines and light housing, and therefore these are ruled out as a pool leak sourceCoincidently, this was good news for the homeowner, since replacing pool return lines would have been a very expensive repair effortFor this phase of leak detection customer signed contract and signed “work satisfactorily completedNow that the pool plumbing and light have been ruled out, the next logical phase of leak detection, which the customer selected and contracted with us to perform, involves hydrophone sound testing technology, utilizing powerful hydro microphones to “listen’ for the leakThis is a common next step used in the leak detection industry with varying success depending on the Source of leak, background and ground noise, etcBoth bottom drains and hydrostatic plugs passed and were found not to leaking; however, we did discover, utilizing the sound technology, a leak sound at the wall skimmer interfaceA luminous dye test confirmed this area as a leak sourceThe skimmer leak was repaired, retested to ensure leak stoppage hereThe homeowner signed contract and “work satisfactorily completed' for this second leak detection and repair.The homeowner was told to keep an eye on the pool water level to see what effect the skimmer repair had and to call us in a couple of days to check inThe homeowner called back several days later stating the pool water level was still dropping, but not nearly as much as before the repair of the skimmer, and wanted to know what else can be doneAt that point we offered to complimentary revisit the pool and conduct another hydrophone test as well as luminous dye test and electronic leak detection free of chargeOn approximately June 29, 2014, our tech visited the pool to conduct this complimentary testThe homeowner indicated that he would not be there until much later since he was bringing his wife and newborn baby home that dayHowever, he gave us permission to enter the pool area and conduct the complementary testingOur tech was there for approximately 4-hours, conducting many different tests on the pool and determined that the leak was not in the pool (approximately pictures of these tests were taken)The next step would be to investigate the attached spa which is, ironically, at the opposite end of the wet groundAs the tech began to investigate the spa area, several cars and people showed up at the house and indicated others were coming to greet the new baby's arrival home from the hospitalAt that point the tech though it would be more proper to leave and reschedule a return trip at a later dateThe tech requested that the people ask the homeowner to call the office to set up a time for the return trip to check the spaThe homeowner called several days later and stated that he had hired a diver, who immediately found a leak in the spa and wanted to be reimbursed $He was told we performed necessary diagnostics that ruled out the entire pool and even repaired one of the leaks, and performed complementary additional tests, and that he was not due any refundsIt should be noted that if the diver was allegedly able to fix a leak in the spa, he was only able to do so because our initial testing ruled out the pool and repaired the skimmer, leaving the diver to only have to focus on the spa.It is unfortunate that *** *** indicates that he was not satisfied, and feels he was due a refundThat is not how we want our customers to feelHowever, we did performed the services and repairs that were contracted for, and even performed several complementary services as well, and in each case *** *** signed “work satisfactorily completedWe have been serving the tri-state area since as a full multi-state licensed company, satisfying thousands of pool and spa customers.Please call should you have further questions.Sincerely, All Pool Service Company

We contacted this company last summer because we had a leak in our pool I called around to several leak detection companies and got information and prices In the beginning of this year we noticed we lost alot of water out of our pool after closing it in the fall We decided to go with this company to do the work on our pool because we were told that they would find the leak and fix it I wouldn't have to call another company to do the work (I have had leak detections done in the past and all of them were ALOT cheaper and repaired the leak if it was located in the pool They did tell me if it was in the pipes or somewhere else outside the pool, I would have to call someone to fix it.) In February, this company sent out a gentleman to do the leak detection on our pool We paid $for a leak detection and pressure test He said he found a small tear in the seam in the deep end of the pool We were instructed to mark it and monitor if for the next month or so We calle

From: craigDate: Wed, Nov 11, at 2:PMSubject: Id # *** & id# ***To: [email protected]*** *** *** (Revdex.com),*** ***, I have recieved complaints against my company F* Pools New Hope Pa ###-###-#### .Complaint Id
***.This is not our customer nor did we have any dealings whatsoever with them

May 23, 2017Dear *** ***,This is in response to *** & *** ***'s May 7, complaint filed with the Revdex.com, which we received on May 17th.The customer called us in early February and indicated they had a vinyl liner pool which loss a lot of water and thought it to be the liner, and
possibly the plumbing linesThey hired us to perform an electronic leak detection on the liner, as well as a pressure test on the testable only return plumbing linesCustomer was informed that we use electronic leak detection which tracks down electrical current to ground in the poolWe indicated that we would give him a complimentary patch if the hole was in the shallow end, and that we do not patch deependsOur experience is that the overall majority of leaks occur in the shallow end, and if this was the case for the customer, we would have put a complimentary patch on, and their problem would have been resolvedBy the way, the pressure test that was performed on the return plumbing line passedOur electronic detection is based on noise identification, similar to a Geiger counter which clicks faster as you approach the source of the leakThe technology identified extreme clicking on the deep ends lower wall seam, approximately in length, although the holes were not visibleWe indicated to the homeowner our concern of the location on the seam, which is usually not patchable, and often still has a manufacturer warranty for seam defects.n the homeowners complaint, they state that they can see a tear in the liner which is inaccurateThey also stated, inaccurately, that we told them we would find the leak and fix it (I'm assuming they mean for the price they paid for the leak detection)We clearly told them the electronic leak detection included a complimentary patch in the shallow end onlyThis was communicated both verbally and in writing on the signed contract which they have a copy of in their possession(See copy of attached signed contract).Secondly, we also picked up some electronic signaling around the bottom deep end drain as a possible source for leakage as wellHowever, there are times when we get readings because the drain gasket gets saturated and the electrical current grounds out through the gasket even though it is not leakingThis was a second source of concern for us though.Lastly, the light could be a possible source of leakage in which it is grounded and electronic detection could not be used for that purpose.Because of the above areas of concern, we asked the customer to see how far the leaks down in a course of a month or two (remember this was February, during winter months when we were there)The homeowner called us and indicated the water seems to be holding around the deep end seamWe told the homeowner that we had to decide on a strategy, and a cost, to try to come in and save the liner, and resolve his problems, which may require emptying the pool deepend and inspecting around the drain and attempting to patch the seamAfter which, a vac system has to be installed to suck the liner to the sides before filling to simulate water pressureThe homeowner wanted to drain his pool and try to put a patch on it, and we told him not to do that because it could cause problems with the linerAfter we discussed this with our back office and developed the above Strategy, we left several messages on their phone to return our call to discuss thisWe never received a return call, but instead, at a later date, received customers complaint through the Revdex.com.On last point, the customer states in the complaint that we indicated that we don't repair plumbing linesThis is also incorrectWe absolutely repair plumbing lines, however her’s passed so there was no need for a repairAgain, the contract they signed before we began work states all of this clearlyWe would have patched a shallow end hole, but we do not patch deep end holes.We are not sure where this entire process went astrayAll along we thought we were working together on a strategy to attempt to fix their liner without having to replace it, and then they did not return our callsInstead he attempted to repair it on his own, using a strategy we told him not to specifically was not recommend because it could cause problems with the liner.We did not to anything wrongWe performed the electronic leak detection and Pressure test according the description on the attached contractHad the leak been in the shallow end, we would have complimentary patched it as stated in the contractWe are still willing to work with them to salvage their liner

August 28, 2017Dear *** ***,This is in response to *** ***'s August 23,letter listing additional concerns regarding the above case. Our earlier response remains the same. We were hired to replace the liner onlyOverall, her sub-ground at the low end of the pool had soften and, after filling the pool completely, some occurred at this areaThis is an unfortunate and unforeseen condition and we bear no responsibility for thisAll of her additional concerns are a result of this structural shiftingWe were willing to provide structural support with foundation blocks at a reasonable cost to the ***, but they refusedTherefore, we stand behind our original response

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The first statement by the pool company is incorrect, their representative came out and measured the pool to make sure they ordered the correct size so that was not our faultI am not complaining about the wrong size and all of the issues regarding the liner and has nothing to do with me refusing the insuranceI am complaining about the workmanship and they did come out and try to fix each issue without successAll of the issues with the side of the pool were blamed on the ground and the pool yet everything was fine before thisRight now we have a bent support beam, a side of the pool that is sticking out not under the rail, the one side is full of wrinkles and the entire bottom has creases and gullies, to vacuum is a nightmare because the vacuum constantly gets stuck in the gullies on the bottomThe issue with the side I was willing to live with but when I actually got in the pool and walked on the bottom I was really upset with how bad it wasthere are creases and gullies on the opposite side of where the wall issues are so I don't know how that could be the cause. As I stated before this is not about the liner, the wrong size, the rip in the seam but about our entire pool being ruined with a simple liner replacementIt's just a matter of time before the whole side collapses due to the bent support beam and the liner rips because its being stretched at least a foot out from where the seam should be, see attached pictures of the side
Regards,
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