A&M Corson's AquaValue

I have attached the response from my Service Manager regarding the [redacted] Job. I have also looked over the history and feel that we can refund one of the $79.00 service charges. The entire work of $423.00 being disputed is not all refundable as we only repaired what was bad at the time and the...

majority of the charges are for parts on the customers pool. I have also left a message with Mrs. [redacted] trying to contact her so we can get this resolved. The customer Mr. [redacted] came into our retail store on 11-29-14 and bought a new 1hp C-frame motor for his Hayward NorthStar pump, a pump known industry-wide as being very problematic and has been discontinued and replaced with the [redacted] (read on-line reviews). This pump has a one year mannufaturers warranty which is voided if water damaged. The customer brought the pump and new motor home and re-installed it. The customer called to schedual a service call a few months later because of a pump leak. On 2-24-14 our service tech Bryan went to customer's house and installed a new seal and gasket kit (invoice [redacted]). Several months later, customer called and reported that their pump was making odd noises. Our service tech [redacted] went out and found that the NorthStar pump motor was loud due to rusted bearings (internal water leak) and that the A & A in-floor pop-up mechanism was worn, and a non-functioning pool light and reccomended replacing them. Due to "[redacted]", we can not replace a standard motor in the field, we can only install new 2-speed or variable pumps and motors. Customer decided to bring the motor back into our retail store himself, and told our tech [redacted] that he would call us back when the new motor was installed back at his property (invoice [redacted]). On 9-29-14 customer brought in his NorthStar pump and our store warrantied the motor, regardless of the manufactures stipulations. A few weeks go by, customer Mrs. [redacted] called our store complaining that we never came back to fix the problem, even though Mr. [redacted] claimed he was going to call us back to schedual a service call once the pump motor was addressed. On 10-24 service tech [redacted] came back out and noticed leaking pipes and a clogged unused salt cell and cut it free of the system and re plumbed, and tried to repair the pop-up system (invoice [redacted]). Customer called back, reporting system still not operating correctly, and asked for a different service tech. On 10-28-14 service tech [redacted] went out and replaced the  worn pop-up gears and a new pressure gauge , charging only for the parts and no labor (invoice [redacted]).Customer called back reporting system still not operating correctly. On 10-30-14 service tech [redacted] went back out and installed a new time-clock at no charge (invoice [redacted]). Service tech [redacted] did not realize that when he cut free the non-working chlorinating system, he did so not knowing that there was a still-functioning time clock attached to it. The customer bought a new motor in our store, and we have warrantied it. The customer had a leaking pump and we re-sealed it. The customer needed a new pop-up gear system and we have installed it. We did make a mistake in removing a working time-clock, and we installed a new industry-standard time clock at no charge. We feel that the customer was treated fairly in charging for only the work that needed to be done, and have gone above and beyond in rectifying our mistakes.

Ok, At his point we want to do what is needed to resolve the issue. I have left another message for Mrs. [redacted] on her home phone today, [redacted]. I would like to know what Mrs. [redacted] is requesting as a refund so that we can this complete this job.Thank you[redacted] Service Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The pump ONLY leaked because it was put together incorrectly in the first place by A&M. Their own tech that was out in February noticed this! I called the company AND emailed them and never heard back. I was forced to pay for the service call and in the end the leaking due to the pump being put together wrong RUINED that pump. I've never received a call from A&M still. I just checked my machine.Regards,[redacted]

Review: On 1/6/16 Hudson, an employee of A&M Pump & Pool Supply came to my house between 9a-11a that day. He gave me an estimate and showed me samples of the umbrella table for in the pool use. I made my selection and he ordered the table. On 1/27/16, the table was delievered by Josh but couldn't be installed because there was debris in the sleeve. I was instructed to drain my pool to the first step ( at cost to me for water). On 1/29/16, Josh returned to clean out sleeve and install the table. It was installed and I refilled the pool. I paid him $642.50 with a check from my personal account at [redacted], check,On 2/4, Hudson, came buy with an umbrella to cover the table in the pool. It had been a little windy and the table was tilted toward the water. Hudson took table out of the pool and stated it was a manufacturing problem and took the table with him and said I would get a new table in less than a week. It is now 5 weeks later and no table and no return of calls or texts/e/mails.. I want either a new table or return of my Money.Desired Settlement: I prefer to get the new table installed and quickly if this can't be done then I want a full refund.

Review: We called A&M about a year ago to have a pump rebuilt. Well, that pumped never worked right-- called a tech out after 2-3 months and they discovered it was built WRONG. I got to pay the service fee on that too $85!!! 6 months later said pump broke- a tech came out to see it was completely rusted inside (due to the earlier problem). I had to take it apart and run for store to store looking for new parts to rebuild it. Even though this wasn't my fault. This visit cost me $80.

While the tech was out he discovered my pop cylinder gears needed to be replaced. He was going to take care of ordering them. 30 days goes by...no word. I call the store & leave a message. NO call back. Call again and finally get someone who will look into it and call me back that day. NO call back. The next morning the tech calls with an excuse about transposing my phone number and another excuse about waiting on my husband.... it was strange. We scheduled him to come out and make the repair. He came out-- fiddled with the cylinder, took it apart and decided (after 45 minutes) it was fine, so he put it all back together OR SO I THOUGHT. Then he decided he wanted to cut my (non working) chlorinator out- it would improve the cleaning of my pool. SO, he quickly cut that out and put in a new pipe. He couldn't test it because the glue needed to dry but to me to call if we had questions. Cost me $86 for labor!!!! Over the weekend we turned on the pump and the jets would not pop up and after 5 minutes the pump would shut off. I called the tech Sunday, no answer. Called Monday no answer. Texted Monday NO reply. Called the office and left a message no return call. Talked to a person and left a message no return call. Finally I called the store and DEMANDED to have someone call me and fix this problem. A new tech called me this time. He came out the next day and saw I did infact need new gears after all! AND the reason my jets weren't popping up was because the gears were put back together wrong from the last guy!! This is not a good record for these guys. 2 strikes now with putting things together wrong. The next day the gears were put in. Our pool should've been working great, but guess what with the chlorinator cut out the timer to the pump no longer works and its shutting off after 5 minutes. Called the tech and left a message. He called me back and promised to come fix it today. He never called, never came. I still have not heard back from the manager I spoke to yesterday who promised a call back about all the money I've paid so far for this circus! And I'm now nearly $500 in the hole in just a months time and my pool does NOT work!!!!! I'm frustrated. I want my pool fixed like it was before this ever began and I want some money back for the my time they've wasted. It should not be this difficult. This is by far the worst experience I've ever had.Desired Settlement: I'm now nearly $500 in the hole in just a months time and my pool does NOT work!!!!! I'm frustrated. I want my pool fixed like it was before this ever began and I want some money back for the my time they've wasted. It should not be this difficult. This is by far the worst experience I've ever had.

Business

Response:

I have attached the response from my Service Manager regarding the [redacted] Job. I have also looked over the history and feel that we can refund one of the $79.00 service charges. The entire work of $423.00 being disputed is not all refundable as we only repaired what was bad at the time and the majority of the charges are for parts on the customers pool. I have also left a message with Mrs. [redacted] trying to contact her so we can get this resolved. The customer Mr. [redacted] came into our retail store on 11-29-14 and bought a new 1hp C-frame motor for his Hayward NorthStar pump, a pump known industry-wide as being very problematic and has been discontinued and replaced with the [redacted] (read on-line reviews). This pump has a one year mannufaturers warranty which is voided if water damaged. The customer brought the pump and new motor home and re-installed it. The customer called to schedual a service call a few months later because of a pump leak. On 2-24-14 our service tech Bryan went to customer's house and installed a new seal and gasket kit (invoice [redacted]). Several months later, customer called and reported that their pump was making odd noises. Our service tech [redacted] went out and found that the NorthStar pump motor was loud due to rusted bearings (internal water leak) and that the A & A in-floor pop-up mechanism was worn, and a non-functioning pool light and reccomended replacing them. Due to "[redacted]", we can not replace a standard motor in the field, we can only install new 2-speed or variable pumps and motors. Customer decided to bring the motor back into our retail store himself, and told our tech [redacted] that he would call us back when the new motor was installed back at his property (invoice [redacted]). On 9-29-14 customer brought in his NorthStar pump and our store warrantied the motor, regardless of the manufactures stipulations. A few weeks go by, customer Mrs. [redacted] called our store complaining that we never came back to fix the problem, even though Mr. [redacted] claimed he was going to call us back to schedual a service call once the pump motor was addressed. On 10-24 service tech [redacted] came back out and noticed leaking pipes and a clogged unused salt cell and cut it free of the system and re plumbed, and tried to repair the pop-up system (invoice [redacted]). Customer called back, reporting system still not operating correctly, and asked for a different service tech. On 10-28-14 service tech [redacted] went out and replaced the worn pop-up gears and a new pressure gauge , charging only for the parts and no labor (invoice [redacted]).Customer called back reporting system still not operating correctly. On 10-30-14 service tech [redacted] went back out and installed a new time-clock at no charge (invoice [redacted]). Service tech [redacted] did not realize that when he cut free the non-working chlorinating system, he did so not knowing that there was a still-functioning time clock attached to it. The customer bought a new motor in our store, and we have warrantied it. The customer had a leaking pump and we re-sealed it. The customer needed a new pop-up gear system and we have installed it. We did make a mistake in removing a working time-clock, and we installed a new industry-standard time clock at no charge. We feel that the customer was treated fairly in charging for only the work that needed to be done, and have gone above and beyond in rectifying our mistakes.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The pump ONLY leaked because it was put together incorrectly in the first place by A&M. Their own tech that was out in February noticed this! I called the company AND emailed them and never heard back. I was forced to pay for the service call and in the end the leaking due to the pump being put together wrong RUINED that pump. I've never received a call from A&M still. I just checked my machine.Regards,[redacted]

Business

Response:

Ok, At his point we want to do what is needed to resolve the issue. I have left another message for Mrs. [redacted] on her home phone today, [redacted]. I would like to know what Mrs. [redacted] is requesting as a refund so that we can this complete this job.Thank you[redacted] Service Manager