Name: All Pool Service Company
Address: P.O. Box 1234, Yardley, Pennsylvania, 19067-9234, United States
Telephone: +1 (215) 493-1646
Price range: $$$
Rating: 1

Reviews → All Pool Service Company

All Pool Service Company Reviews (58)

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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.
1. [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-1 Pools and Spas. In fact, some of the subcontractors we use also perform work for other pool and spa repair companies, including A-1 Pools and Spas. All Pools & Spas and A-1 Pools and Spas are two separate business entities. At this point I cannot be certain who referred who to [redacted] (All Pools to A-1, or A-1 to All Pools).
2. 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 versa. However, according to the contract I obtained from A-1, [redacted] signed a contract with A-1 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 contract.
Sincerely,
All Pools and Spas
P.S.: A hard copy of this response, and the signed contract, are also being mailed to you.

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[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 detectionand 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 Ipaid 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 thelist 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 repairparts 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 callingusing 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 wewould 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 themin good faith to continue scamming honest, hard working people.
Regards,
[redacted]

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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.1. [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-1 Pools and Spas. In fact, some of the subcontractors we use also perform work for other pool and spa repair companies, including A-1 Pools and Spas. All Pools & Spas and A-1 Pools and Spas are two separate business entities. At this point I cannot be certain who referred who to [redacted] (All Pools to A-1, or A-1 to All Pools).2. 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 versa. However, according to the contract I obtained from A-1, [redacted] signed a contract with A-1 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 contract.Sincerely, All Pools and SpasP.S.: A hard copy of this response, and the signed contract, are also being mailed to you.

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August 28, 2017Dear [redacted],This is in response to [redacted]’s August 11, 2017 complaint filed with the Revdex.com. The 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 problem. It 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 us. We 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 coping. We 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 closed. However, 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 week. Upon returning from vacation I was puzzled to later receive a complaint filed by [redacted] with the Revdex.com. After 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 estimate. We still wish to offer [redacted] our services and I encourage her to call me to discuss this.

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July 18, 2017Dear [redacted],This is in response to [redacted] & [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 responses. We have already provided all documentation to support our responses.

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[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 as Answered]
Complaint: [redacted]
WE am rejecting this response because: WE do not acccept his answers. His business is not Revdex.com accredited by the way! There was not a leak where he said there was one. It was below the water line in the shallow end that is why the water was holding. The company that did the work came out right away and they charged us 1/3 of what this company did, and guarantees their work. We would just like a portion of our money back since we were lied to and had to call another company.
Regards,
[redacted] & [redacted]

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December 23, 2015Dear [redacted]:This is in response to [redacted]'s "additional concerns” which she reported after receiving our response to her original complaint. Please 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 false attack on us. As we documented in our last two responses, [redacted] was fully aware of the scope of the inspection diagnostics prior, during, and after work was performed. She was provided this information verbally, and in writing in the contract. She 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 facts. For 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 it. We never removed the pump and motor from her premises. We confirmed this with the technician after [redacted] called saying we took it off her premises. It 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 $422.65 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 tub. The $422.65 was deducted from the cost of the repair as can be seen on the repair estimate. She 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 $1385.00. 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 tub. She elected not to have the hot tub repairs.Please let us know if you have further questions.
Sincerely,
All Pools and Spas

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May 12, 2015
Dear [redacted]:
In response to [redacted]’s complaint, we would like to provide the below facts.1. [redacted] does have a copy of the contract he signed for the original “Standard Electronic Diagnostic Inspection” in the amount of $395.00 plus tax.2....

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.3. [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 $395 would be applied toward the repair if we performed the repair. Since he did not contract with us to perform the repair, there is no contract for the actual repair work at this point in time. A contract will be provided if, and when, we perform the work.
4. As of today, [redacted] has not chosen to have the work completed. We 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 him. Please let us know if you have further questions,Sincerely,All Pools and Spas

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May 12, 2015Dear [redacted]:In response to [redacted]’s complaint, we would like to provide the below facts.1. [redacted] does have a copy of the contract he signed for the original “Standard Electronic Diagnostic Inspection” in the amount of $395.00 plus tax.2. 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.3. [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 $395 would be applied toward the repair if we performed the repair. Since he did not contract with us to perform the repair, there is no contract for the actual repair work at this point in time. A contract will be provided if, and when, we perform the work.4. As of today, [redacted] has not chosen to have the work completed. We 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 him. Please let us know if you have further questions,Sincerely,All Pools and Spas

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September 12, 2016Dear [redacted],This is in response to [redacted]'s September 7, 2016. complaint. Originally [redacted] called us and indicated her wall had split open and the liner was pushing through. Normally a new pool replacement is required at a very expensive cost, however, we have a...

special wall fabrication technique that we created to help people keep their pool and help avoid a large replacement cost. We specifically told [redacted], and put it in writing in the contract, that she may need a new liner due to the extent of damage to the wall and the possibility of significant liner shrinkage problems. We also informed [redacted] verbally, and in Writing, that there was “absolutely no guarantee and/or warranty offered whatsoever"!Our pool technicians worked very hard and in a workmanlike manner on her pool and were able to repair and save the pool structure, as well as patching the liner at the skimmer area. In addition they noticed some small tears in the liner at the return hole and complimentary patched it, also in hopes of saving her liner and help avoid the added cost of a liner replacement.[redacted] was on the job site the entire time and witnessed our work as it was performed throughout the day and was extremely impressed with our work and the degree of professionalism, She even wrote a letter to us complementing us on this (see attached). Upon completion [redacted] was instructed not to fill her pool overnight and wait until the morning to start slowly filling the pool with a garden hose in order to get some water weight on the liner as it stretched back in to place. In addition she was instructed to monitor the patchwork before filling the entire pool with water trucks.[redacted] called us and said everything was great except at the return hole only where the liner had pulled down a little and that it would require another larger patch. We agreed as this occasionally can happen and offered to return immediately and patch the return hole for a minimum fee of $395.00. [redacted] felt that she should not have to pay for this and that it was our problem. We informed her that “No, it was not our problem, and that it was her pool and her problem because we cannot control liner shrinkage and we had warned her ahead of time that this may happen’ (verbally and in writing). The $395 is a minimum fee for a two hour drive (one hour each way), removing the return, patching the area, and cutting and re-installing the return. This liner only needed to be patched; there was no need to replace the liner. Unfortunately, [redacted] said 'No' to our offer and decided to call another company who, in our strong opinion, sold her a new liner that she did not need. They also sold her a new skimmer and replaced the new skimmer that we had installed, saying the skimmer we had installed was too small, which was absurd. Part of her problem was that she originally had an oversized skimmer that held too much water weight on a flimsy wall which contributed the wall failure. The sizing of the new skimmer we installed is an important component to our wall repair, and the other company should not have replaced our new skimmer.Overall, we are extremely disappointed that [redacted] feels the way she does, and does not realize we had her best interest in mind in that we did not try to sell her a new pool, and that we did not try to sell her a new liner at a very costly amount. Instead we successfully repaired her pool structure, and we would have successfully repaired her old liner, if she had just agreed to the larger patch. We do not owe her anything. We more than fulfilled our part of the contract and agreement. We wish [redacted] well.

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July 10, 2017Dear [redacted],This is in response to [redacted]'s June 26, 2017 complaint filed with the Revdex.com.The customer’s statement of the problem is fairly accurate; however, there are several important details that were omitted. First, the customer communicated the wrong pool size...

when ordering the first liner. She said the pool was a 15' x 24'. which we ordered for her. Upon installation, it became clear that the pool was a 15’ x 25’. Therefore, we had to re-order the correct size liner for her. It 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 manufacturer. The liner had to be discarded. Since 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 small. We 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 charge. However, a manufacturer wrarranty does not include the normal labor to install the replacement liner, if the original liner is found to be defective. For this reason, we offer every customer Liner Insurance to cover the normal labor. We 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 filling. When [redacted] called to notify us she was losing water, we immediately sent our techs out. Even 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 courtesy. We 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] agreed. She had not purchased liner insurance so we gave her a discounted rate of $600.00 to install the replacement liner from the manufacturer (normal labor for that size liner is $995.00). Please note that we also had to pay up front to the manufacturer for the replacement liner. Once the manufacturer receives the defective liner they inspect it and determine whether or not it is a true manufacturer defect. At 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 liner. A few days later the [redacted] called and said the liner appeared to be pulling down on one part of the wall. We 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 down. This is an unforeseen condition that the original team would not have been able to determine when installing the liner. This 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 them. They were to drain the pool and purchase sand to fill in the gully. We would pull the liner back and raise the base by filling the fully, and reattach the liner. This was done.The customer filled their pool and a few days later called to say they noticed something happening at the top of the pool. We sent the techs out again to inspect. They discovered a new condition which had not occurred the previous times we were there performing a simple liner installation. The condition was that the outside ground apparently started to shift around the pool structure. We recommended to drain the water to a certain level where foundation blocks should be installed under the area of the shifting structure for extra support. They were to call us and we were going to charge them a reasonable price because this had nothing with normal labor to replace a liner. This subsequent/unforeseen condition can be remedied and we would offer a fair price to do this. We would not do it free of charge. As 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.

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December 23, 2015Dear [redacted]:This is in response to [redacted]'s "additional concerns” which she reported after receiving our response to her original complaint. Please 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 false attack on us. As we documented in our last two responses, [redacted] was fully aware of the scope of the inspection diagnostics prior, during, and after work was performed. She was provided this information verbally, and in writing in the contract. She 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 facts. For 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 it. We never removed the pump and motor from her premises. We confirmed this with the technician after [redacted] called saying we took it off her premises. It 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 $422.65 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 tub. The $422.65 was deducted from the cost of the repair as can be seen on the repair estimate. She 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 $1385.00. 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 tub. She elected not to have the hot tub repairs.Please let us know if you have further questions.Sincerely,All Pools and Spas

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November 23, 2015Dear. [redacted]:
This is in response to [redacted]’ complaint. [redacted] originally called us two seasons ago, June 22, 2014, about a problematic leak in his concrete pool. He 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 costs. Customer 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 lines. He was informed pressure testing the spa return lines would be an additional price if he wanted it. A pool pressure test was performed, as well as a complimentary luminous dye testing of the pool light. This phase of testing confirmed no leaks in the pool return lines and light housing. This 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 source. Coincidently, this was good news for the homeowner, since replacing pool return lines would have been a very expensive repair effort. For this phase of leak detection customer signed contract and signed “work satisfactorily completed. Now 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 leak. This is a common next step used in the leak detection industry with varying success depending on the Source of leak, background and ground noise, etc. Both 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 interface. A luminous dye test confirmed this area as a leak source. The skimmer leak was repaired, retested to ensure leak stoppage here. The 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 in. The 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 done. At 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 charge. On approximately June 29, 2014, our tech visited the pool to conduct this complimentary test. The homeowner indicated that he would not be there until much later since he was bringing his wife and newborn baby home that day. However, he gave us permission to enter the pool area and conduct the complementary testing. Our tech was there for approximately 4-5 hours, conducting many different tests on the pool and determined that the leak was not in the pool (approximately 30 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 ground. As 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 hospital. At that point the tech though it would be more proper to leave and reschedule a return trip at a later date. The tech requested that the people ask the homeowner to call the office to set up a time for the return trip to check the spa. The 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 $300. 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 refunds. It 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 [redacted] indicates that he was not satisfied, and feels he was due a refund. That is not how we want our customers to feel. However, we did performed the services and repairs that were contracted for, and even performed several complementary services as well, and in each case [redacted] signed “work satisfactorily completed. We have been serving the tri-state area since 1967 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

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Review: All Pool Service Company installed a liner that was custom fitted after they took measurements of my pool. The liner was installed in May 18, 2013. Immediately, as the pool filled, major wrinkles appeared. We were advised to let the pool fill all the way and the wrinkles would go away. The more water we filled, the worse it got. It became apparent the pool liner was cut too big resulting in many wrinkles in the floor and wall and a flap of material hanging from the wall sticking out almost 2 inches. Our first call to them was that night. I was told, by a gentleman named ** at All Pool Service, liners wrinkle. This is my 3rd liner in 15 years so I am aware of what liners do. I have played phone tag since May. I have only spoken to the company twice before today. Both times I had to call. Although I left many messages on their voicemail, I never received a phone call back from them. Al came and looked at the pool and was very dismissive. He said he'd check with the company and get back to me. He never did.

Today I called and got lucky to get through. Again he was very dismissive. He told me the liner was "fine" and I shouldn't complain. He said I was under full warranty. It took a little pushing but he finally said it covers only if seams rip and it doesn't hold water. He also stated that the company would not replace the liner.

I asked him for his last name and physical address of the company, He hung up on me prompting me to file this complaint.Desired Settlement: I need the installation of a liner that fits properly as well as to be reimbursed for the cost of the water, approximately $150.00.

Business

Response:

September 6, 2013

**. [redacted]:

This is a response to **. [redacted] complaint sent to us by the Revdex.com on September 4, 2013, and received by us on September 9, 2013.

Although there are some wrinkles in one area of **. [redacted]'s liner, the wrinkles are minor and are commonly found in liner replacements. These wrinkles usually do not bother most customers, but **. [redacted] is concerned about their appearance. The liner is holding water (not leaking} and is still under full manufacturer warranty. The terms and conditions of our contract clearly state that "new liners installed in used/existing pools are not guaranteed to be wrinkle, fold, or crease free" (Item 3c on 'Terms and Conditions of Contract" located on reverse side of attached contract).

Since **. [redacted] is clearly not happy with the wrinkles, we will "attempt" to qualify him for a new liner by appealing to the manufacturer to classify the liner as having a "manufacturer defect". However, even if the manufacturer is willing to provide **. [redacted] a new liner, he will still have to pay for the labor to install the liner. **. [redacted] refused the offered Liner Insurance Policy that would have covered the labor in the event of a manufacturer's defect (see attached Liner Insurance). Water is not covered under the manufacturer's warranty and therefore cannot be reimbursed to the [redacted]'s. Please have the [redacted]'s contact us and let us know if this would work for them.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

This business has never followed up with me regarding this problem. I have made no less than 2 to 4 calls a week since May. Messages were left and no call backs were made. I have gotten lucky to actually speak to Al, the man who is apparently in charge for the office, a total of three times. In June he said he would have to see for himself but would call first. At the end of June, he appeared at my door unannounced. I took him to look at the pool and he was completely dismissive and said if there was a problem, it was the liner and not his workers. He stated he would check with the manufacturer and get back to me. He never did. When I finally got hold of him at the end of August, he stated its holding water and that was as good as it gets. When I tried to get further clarification as to what he meant, he hung up on me. That is the last call I had with him and it prompted me to file the complaint.

They are completely lying regarding their pursuit with the manufacturer. I was told back in August that there was nothing to be done and I would have to live with it. I spent well over $2000 for a job that later I found could have cost half that much. One of their selling points was the quality of their liner.

In order to have a pool that is functional and pleasing to the eye, I will have to have another liner installed.

These guys lied about their "quality" product. These guys over charge for the product. They provide no service after the installation. They found a bank open on Saturday to make sure they cashed the check before it could be stopped. They made it almost impossible to get them on the phone and never returned my calls. Finally, they NEVER have offered me a replacement for the liner and they are lying if they say they are pursuing that as an option.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As before, the company response is consistent. They take no blame and indicate the need to go after the manufacture. The problem is the liner still hold water and that is all they care about. Either the liner was made too large by the company or the measurements then by All Pool Service Company was incorrect. The only other option was it was incorrectly installed by All Pool Service Company which they refused to admit.

Basically once they got the money, they don't care any more. In addition. All Pool Service Company indicated there was water left in the pool. This is again a flat out lie. I worked for two days to empty the pool and it was bone dry. The kids who installed the pool liner complimented me on how dry it was.

If offered a new liner, I would accept this and be willing to pay for the labor, providing it was reasonable.

Regards,

Business

Response:

October 8, 2013

Dear **. [redacted]:

This is a response to the Revdex.com letter of September 30 providing **. [redacted]'s response to our September 61h letter.

First of all, we stand by our original account of the situation with **. [redacted]'s liner, which is as follows:

Although there are some wrinkles in one area of **. [redacted]'s liner, the wrinkles are minor and are commonly found in liner replacements. These wrinkles usually do not bother most customers, but **. [redacted] is concerned about their appearance. The liner is holding water (not leaking) and is still under full manufacturer warranty. The terms and conditions of our contract dearly state that"new liners installed in used/existing pools are not guaranteed to be wrinkle, fold, or crease free" (Item 3c on "Terms and Conditions of Contract" located on reverse side of attached contract).

Since **. [redacted] is clearly not happy with the wrinkles, we will "attempt" to qualify him for a new liner by appealing to the manufacturer to classify the liner as having a "manufacturer defect'. However, even if the manufacturer is willing to provide **. [redacted] a new liner, he will still have to pay for the labor to install the liner. **. [redacted] refused the offered Liner Insurance Policy that would have covered the labor in the event of a manufacturer's defect (see attached Liner Insurance). Water is not covered under the manufacturer's warranty and therefore cannot be reimbursed to the [redacted]'s. Please have the [redacted]'s contact us and let us know if this would work for them.

As **. [redacted] himself admits, we did come out to his home the last week of June to look at his liner. The week before the 4th of July is our busiest week of the year, yet we made time to visit his residence and check out his concerns. We have also talked to him on the phone numerous times. We should also note that we did work for him several years ago, and he was pleased with our work, and called us again this year for service. Additionally, on the day we arrived to replace the liner, **. [redacted] had not been able to remove all of the water as is a condition of our contract. We spent half a day bucketing out the water for him, and repaired the wet bottom - all at no charge to him. We have done our best to provide him the best service possible. We spent a considerable amount of time working the wrinkles to one small area in the corner of the pool and it is minima lly noticeable. We are not "lying" about discussing the situation with the manufacturer, and continue to offer him this option. However, even if the manufacturer will provide **. [redacted] with a new liner, he will have to pay for labor since he declined liner insurance which covers norma] labor in the event of manufacturer defect.

We service thousands of pools each year, and there are many years that we have zero complaints, which is a great accomplishment in the swimming pool industry. At present we have a very favorable A- rating with the Revdex.com. We would like to help **. [redacted] resolve his problem. AJthough the finer is quite functional, he finds a few minor wrinkles that were worked to one small corner of the pool bottom "unpleasingto the eye". Otherwise the pool looks great. Again, if he wishes to pursue this through the manufacturer, we will coordinate the process with him.

November 18, 2013

Dear [redacted]

This is a response to the Revdex.com letter of November 11, 2013 providing **. [redacted]'s response to our October 8th letter.

1. The liner that was order for **. [redacted] was for a 15' x 30' x 52" oval above ground pool with a flat bottom. There are no other measurements that are required unless it was an inground pool with various angles

2. The liner was installed correctly to minimize wrinkling. Per our contract, "liners installed in used/existing pools may be loose or tight due to weather related, measurement related, and/or prior construction related conditions. New liners installed in used/existing pool are not guaranteed to be wrinkle, fold, or crease free."

3. The crew who performed this installation ranged in age from 24 to 28 years of old. They were not “kids”.

4. Because the wrinkles in the one area are so emotionally upsetting to the [redacted]s, we would like to help them. There are two possible options that we would like to discuss with **. [redacted]. One option would involve usingthe existing liner and result in less of a labor charge. Please have **. [redacted] contact us in March 2014 to discuss the two options and determine which option he would like to go with.

5. Lastly, we must address **. [redacted] calling us "liars". If the liner was "bone dry" as he insists, then the crew may have been referring to the wet ground under the liner that often occurs from draining a pool, or they may have had the [redacted]s' confused with another customer when they reported bucketing out water. A review of the photos associated with this job could not confirm or deny whether there was water in the pool when we arrived, and if we were mistaken about this we apologize. This crew installs hundreds of liners each season and could easily have been referring to another customer.

Consumer

Response:

I am not wiling to accept the response given the 5 months plus it took to get a response to my complaint along with their apparent washing their hands clean of the problem and telling me there was nothing they were going to do. In addition, it is mentioned that there are two options available but only one option was stated involving the current liner. I need to know what the steps are to be taken and at what cost. I have already paid a high price for this botched job. I have consulted 3 different pool companies who all stated I was over charged. I chose this company because I used them 8 years ago and was satisfied.

For me to accept and close my complaint, I need specific details regarding my options. I need to know the potential cost. I would be foolish to pay more for labor than it would to have a different liner installed by a different company. I need a date that they are willing to do the job. I understand they are busier as the summer approaches and I would be willing to do it in the beginning of May. Also, I need assurances that I can make contact via a phone call. I would call every day. It was unusual for them to call me back and that just lends itself to more frustration.

In addition, I felt that their operating practices were suspect. They requested cash but were willing to take a check from me since I was a returning customer. The check was made out to Vince Forchetti, not All Pool Service Company. I am assuming that he is the owner but I never got a straight answer. In addition, when the installers left, early afternoon on a Saturday to go to another job, they took the time to locate a bank that was open and cashed the check rather than deposit it. In addition, all returned calls are made from a blocked number which is odd for a business to do. It is interesting that all responses from All Pool Service do not contain a name of the person responding.

I appreciate them admitting they were mistaken about water being in the pool. I took pictures of the entire install process, including the empty pool. Calling them liars might have seemed harsh but, given the entirety of the problem and how I was handled, I felt it was a fit label.

Fix my liner, don't over charge and respond to my inquires in a timley manner and I will close this complaint. I will not close it until the work is done

Review: [redacted]

I am rejecting this response because:

Regards,

Useful

Review: I had a new pool-liner installed by All Pool. The work was done sloppy and incorrect.

The following is an excerpt of the complaint letter I sent them:

""A little less than a year ago, All Pool Service Company has installed a new pool liner and bottom drains for our pool at [redacted].

As it turns out now, the installation was not done correctly and had a couple of flaws:

1. It was discussed and pointed out that there is a vent hole from an underground French drain overflow under the pool (see photographs) that needed to be capped and sealed.

This was not done, or not done correctly. The area around the vent hole has sunk in and formed a crater shape impression at the bottom.

2. The Wall protector insulation that was agreed upon, was only installed up to about 6 inches under the top of the pool and the rest was left out. Several rusted screws in that area are sticking out and are in danger to puncture the liner

3. The top plastic rim of the pool, which holds the liner was reused, in spite of it being discussed that it needed to be replaced. The sloppy install caused it to crease and bend with waves forming under the liner.

4. The valve for the bottom drain was installed at a completely inaccessible space, under a 2 feet high deck 15 feet away from the side.

The last deficiency # 4. Has been brought to your attention several times right after the install last year, without any response from your side.

We had the valve replaced / moved ourselves, which was a $350 effort.""

The work was completed on July 27th 2013. The Sink hole appeared about a month ago.

End of June this year I called them with my complaint and was told they would get back to me and come out to take a look, which up to now they did not.

I sent the above letter, including pictures of the issues on July 11th with certified mail, and have not gotten a response to this one as wellDesired Settlement: I would like All pool to fix the problems and refund the $350, it cost me to move the valve to an accessible place.

Business

Response:

August 2, 2013

Dear **. [redacted]:

All Pool Service Company has performed all services under the contract. Work was not performed "sloppy and incorrect”, but in a workmanlike manner and in accordance to our contract with the [redacted] who's final signature was indicated the job was "satisfactorily completed". More specifically, we did not contract with the [redacted] to cap and seal an under pool vent hole. We indicated to the [redacted] that we don't know why the sinkhole occurred. It could possibly be an underground stream, old water well, etc. We just filled in the depressions with earth and sand, as well as placing a treated wood board to add strength. We told the customer that a depression may reoccur in the future and there is no guarantee from this. Also, note, this was done complimentary, at no additional charge to the [redacted], and is not included in our contract as work to be performed.

Second, the protecto wall insulation was correctly installed from the pool bottom floor up to skimmer area. The exposed part of the wall is typical and is not usually covered since the water pressure, pressing the liner against the walls, is greater at the lower portion of the pool thus needing more protection. There is little or no water pressure at the top of the pool (the pool water level is maintained at the middle of the skimmer).

Third, the top plastic rim of the pool was reused due to the availability limitations for new rim at the time. The customer was not charged for new rim, and therefore is not entitled to have it. The creases and bends of the liner are most likely excess liner material that occasionally happens when the pool is filled with water (particularly on hot sunny days) where the liner stretches and get lifted up by the rising water when filling the pool. This has nothing to do with the top rim. The existing top rim is functional.

Fourth, the contract specifically says a slide value will be installed directly under the skimmer. If we were to install it in a different location there would have been an additional cost that the [redacted]'s were not charged for. Therefore, we do not owe them $350.00. (If we included moving the slide valve to a location that the [redacted]'s wanted, we would specify this on the contract along with the increased cost of additional plumbing and labor-we did not include this in the contract.

Finally, the [redacted] did call us a few weeks ago about the sinkhole and their protecto wall concerns. We did tell him we would complimentary stop by and take a look when we have someone available in their area. As of today, we have not been able to do this since we have been extremely busy and in the areas outside his. This pool problem is his and not ours. The [redacted] have something going on under their pool, whether it is an underground stream, or an old dry well, etc. and we were not contracted to excavate and remove, cap, seal, etc., this area. (See comments in first paragraph). The [redacted] were told the depression may reoccur in the future and we do not guarantee anything associated with the depression. The only thing that can be done at this time concerning the depression is to remove water from pool to expose the depression area, peel back liner and attempt to fill up the depression with some type of filler (sand, earth, perhaps even a cement/v-lite mix - which was contracted for in the deep end, which we did do), but again, there will be no guarantee. Also, the [redacted] will be charged for this repair attempt. The other items are not problems, and are correct.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response details and attachments are being prepared.

Regards,

Useful

Review: We contacted this company to look at our Hot Tub as it stopped working. We paid $422.95 for an initial inspection. We were pushed very hard to sign a document so they would claim on our house insurance - I didn't sign it. They were very very pushy to complete the form saying all their repairs go through peoples house insurance. They have never told me what the problem is with the hot tub - other than electrical. They quoted me $5,000 to fix the problem; again saying they will put the claim through our house insurance. Every time I called the company they could not understand why I didn't want them to fix it and have them claim through our insurance. I since have had another company come out who informed me the hot tub had a wiring problem and was a simple fix for $130. I contacted the company asking for a refund of the money (I even compromised for a $300 refund) and they will not send it back to me. They are now not returning my calls. I do think it is very strange how much this company will push for our house insurance to cover the cost and that they never told me exactly what the problem is.Desired Settlement: I would like to receive my money back for the initial call out as they never told me what the problem was with our hot tub and made me feel extremely uncomfortable with how the matter was handled; esp pushing the house insurance coverage. I have even compromised and said we would accept $300 - allowing for a 'call out' fee of $120 which has been standard when researching.

Business

Response:

November 26, 2014Dear [redacted]:As per your request, this is a response to the “complaint” submitted on 10/31/3014 and assign an ID #[redacted], Our company has been serving the tri-State area since the 1960s and service a high volume of satisfied pool and spa customers each year. As far as I can recall, this is the only Revdex.com complaint we received this year out of over a thousand customers. We always strive for customer satisfaction. I will admit we are not perfect, and if a mistake is made on our part, we make every effort to correct it.First, the customer contacted and hired us on 9/30/14 to look at his spa to determine why his spa was not operating properly. One of our technicians performed the inspection according to the terms and conditions of our inspection contract, which the customer's wife signed agreeing to the terms. She also signed that the inspection service was satisfactorily completed. While the technician was there, he noticed what appeared to be an electrical arc burn and mentioned to the customer that we have experienced a significant number of customers with arc burns and usually the customer's homeowners insurance provides coverage for this type of damage. The tech offered an insurance form for the customer to fill out in the event that they would choose to pursue insurance coverage at a later date. The customer said . . . "she wanted to first talk with her husband, who was out of town”. Our tech was not “pushy" with the customer regarding insurance coverage. He only mentioned Homeowner's Insurance to be helpful and informative to the customer. A legitimate homeowner's claim coverage only benefits the customer.Second, while performing the spa inspection, our tech had contacted the spa’s manufacturer technical support team to discuss and verify his diagnostics and findings, which were then reported to our “back office" for pricing. We did inform the customer's wife that according to the manufacturer's technical support team, it was recommended that the top command control should be replaced, as well as possibly replace the main circuit board, since there appeared to be an arc burn. We did not quote the customer “$5000.00 to fix the problem”, as she writes in the complaint. The customer misunderstood our response to her question regarding "what was the maximum it could cost to repair her hot tub". Our response was that “only if everything had to be replaced (e.g. all the electronics, heater, motor, sensors, etc.), it could cost between $4000.00 and $5000.00. However, this was very unlikely since, according to the manufacturer's tech support, we only need to replace the top command controller as well as the recommended main circuit board at a total cost of $1280.00.Due to the homeowner's misunderstanding of the quoted fee to repair her hot tub, we are willing to return one half of the amount paid to us for the inspection fee (which was $395.00). We believe this to be a fair resolution to this complaint.Regards,

Useful

We had called this business to handle a issue with our pool. First of we called them since our liner came off of the track, first after dealing with their crappy customer service, they cam charged us a total of a little over $1,000.00 to put the liner back on track. Then it they said that the pool was shifting, as did another company. In order to fix it, they decided to put bricks under the posts, which threw off the integrity of the wall of the pool. It also made a hole in the liner which was only four years old and was quite expensive! But, they said that the liner was getting thin in that area. Well, went out today and the pool was buckling underneath and there is a crack on the bottom track of the pool. We are very disgusted since we put out this money and I never got to go in the pool. I just really think they should reimburse the money, since they really did not do anything except put the liner back!!! We want something for all of the crap we went through!!!

Useful

All Pool Service Company Rating

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Description: Swimming Pool Contractors, Dealers, Design

Address: P.O. Box 1234, Yardley, Pennsylvania, United States, 19067-9234

Phone:

+1 (215) 493-1646

+1 (800) 677-2366

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