We are aware of the homeowners concerns and have already dispatched a technician to revisit the residence today.FIRST OF ALL: The homeowners credit card was NEVER RUN for the second visit to their residence. So they are asking for a refund on something that was never charged (which should establish...
the purpose of this complaint). They are aware it has not been charged, yet still mentioned it. It always amazes amazes me that despite our communication and attempts at resolution that any customer can be so short on patience that they would rather throw away a GREAT company by filing a frivolous complaint. Such as it is I suppose. ((SEE ATTACHED DOCUMENT REGARDING SERVICE))We are scheduled back out there but have been dealing with the tremendous amount of rain this week and were not able to free a technician until today (Friday). The customer has been communicated with, has had the system explained to him and the motor HAS NOT FAILED.It is sad when the Revdex.com is utilized as a tool to extort a Company that not only provides exceptional service, is communicative and documents all conversations. We will continue to service this to resolution.
Please note that this is an Home Warranty Company Dispatch - [redacted] Work Order ([redacted]) and the Service Provider is Knock Out Pools (KO). The homeowner appears to make the assumption that KO makes the decision of coverage on their pool under their contracted agreement with...
[redacted]. This is in fact, not true. As such, KO cannot make the assertion on anything related to the following:1) Service Fees (DUE OR NOT) 2) Coverages3) Denials4) Amount to be covered as well as items coveredIf the homeowner has a dispute about ANY of these items (as noted in the body of this complaint) then under her contract with [redacted] she would need to make complaint via that entity. [redacted] (as well as ALL Home Warranty Companies) does have provisions in their coverage for Acts of God, unusual or catastrophic weather, etc. The work order was placed on or about the 30th of May, at which time the area received a single day rain fall of almost 4" (the link for the documenting information has been attached) [redacted]://[redacted].[redacted].[redacted]/**/[redacted]-**-**This amount of rain is compounded by the immediate drainage from the gutter system on the house. PHOTO 4: Attached - Shows the location of the drainage guttering system. This is close to the equipment and the area of the yard is not a perfect condition for draining. With the excess amount of rain - the water in the this area rose to the point of damaging the equipment.PHOTO(s) 1 and 3: There is evidence of the waterline from standing/puddling water. The water reached as high as the vent system on the pump. This would have caused water to enter the vent system of the motor and caused the damage to the motor.Once again, it is imperative to understand that this information is PROVIDED to [redacted] and [redacted] (ALONE) makes the determination of coverage based on the particular terms and conditions of the policy that the homeowner has entered. The homeowner has made defaming remarks and has slandered the technician and KO regarding this service call, when all documented actions, notes, and photographs were done in accordance with good service and under the terms and the conditions of the [redacted] policy in which the homeowner has entered.If Mrs. [redacted] feels that she received an unfair diagnosis, she has the option available under her [redacted] policy to have a "SECOND OPINION" (Which she did not seek). Her solution was to attempt to utilize the Revdex.com, in reporting biased and untrue statements regarding the service that she received, as an agency to some how force KO to provide services outside the [redacted] policy/contract.Even if KO wanted to provide a different service, the sole decision of coverage is determined by [redacted].This complaint should be closed as it is beyond the purview of the Revdex.com
Unfortunately, we have experienced unavoidable delays this year that have caused us (and nearly every other pool construction / remodeling company) delays across the board. As we have contacted all of our customers to advise (and as our contract notates), threats of inclement weather or Acts of God...
do affect our schedules. Through the month of May, we experienced more wind delays/weather related issues than at any time in our history. May of this year, we documented more than 16 days of wind/rain Why is wind a problem? a) When wind blows, so does debris. Almost every project we work in has mature landscaping in the yard we are in, or the yards surrounding. Customers pay us for finished products that are free of defects and I have yet to meet a customer that would accept twigs, leaves, or other in their surface installation or new decking. In fact, Angel, our decking supervisor went to the job site to do the final coating on the decking 3 times and had to pull off because of the gusts. b) Finishes will dry to quickly when the winds are warm and over 90 degreesIt causes a condition of the surface material of drying on top and not at the same rate as the rest of the product. It takes twice as long to do a finish with in order to keep the surface from Cracking or Crazing. What most homeowners fail to understand is that a delay in one part of the project, will be a delay that pushes through the rest of the schedule. If we have 16 days that we were unable to surface pools, at 3 pools a day, that is 48 pools that have to be reallocated and rescheduled! While we have expressed our sincerest apologies to the homeowner for the delay, they are unavoidable and completely unexpected. We receive phone calls everyday from smaller companies asking for help on their projects as well. Everyone is behind and has been dealing with the same conditions that we have. It is not unique, intended, or avoidable. We will work to expedite the completion as quickly as possible.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Meichelle M[redacted]
We are aware of the homeowners concerns and have already dispatched a technician to revisit the residence today.FIRST OF ALL: The homeowners credit card was NEVER RUN for the second visit to their residence. So they are asking for a refund on something that was never charged (which should establish...
the purpose of this complaint). They are aware it has not been charged, yet still mentioned it. It always amazes amazes me that despite our communication and attempts at resolution that any customer can be so short on patience that they would rather throw away a GREAT company by filing a frivolous complaint. Such as it is I suppose. ((SEE ATTACHED DOCUMENT REGARDING SERVICE))We are scheduled back out there but have been dealing with the tremendous amount of rain this week and were not able to free a technician until today (Friday). The customer has been communicated with, has had the system explained to him and the motor HAS NOT FAILED.It is sad when the Revdex.com is utilized as a tool to extort a Company that not only provides exceptional service, is communicative and documents all conversations. We will continue to service this to resolution.
Please note that this is an Home Warranty Company Dispatch - [redacted] Work Order ([redacted]) and the Service Provider is Knock Out Pools (KO). The homeowner appears to make the assumption that KO makes the decision of coverage on their pool under their contracted agreement with...
[redacted]. This is in fact, not true. As such, KO cannot make the assertion on anything related to the following:1) Service Fees (DUE OR NOT) 2) Coverages3) Denials4) Amount to be covered as well as items coveredIf the homeowner has a dispute about ANY of these items (as noted in the body of this complaint) then under her contract with [redacted] she would need to make complaint via that entity. [redacted] (as well as ALL Home Warranty Companies) does have provisions in their coverage for Acts of God, unusual or catastrophic weather, etc. The work order was placed on or about the 30th of May, at which time the area received a single day rain fall of almost 4" (the link for the documenting information has been attached) [redacted]://[redacted].[redacted].[redacted]/**/[redacted]-**-**This amount of rain is compounded by the immediate drainage from the gutter system on the house. PHOTO 4: Attached - Shows the location of the drainage guttering system. This is close to the equipment and the area of the yard is not a perfect condition for draining. With the excess amount of rain - the water in the this area rose to the point of damaging the equipment.PHOTO(s) 1 and 3: There is evidence of the waterline from standing/puddling water. The water reached as high as the vent system on the pump. This would have caused water to enter the vent system of the motor and caused the damage to the motor.Once again, it is imperative to understand that this information is PROVIDED to [redacted] and [redacted] (ALONE) makes the determination of coverage based on the particular terms and conditions of the policy that the homeowner has entered. The homeowner has made defaming remarks and has slandered the technician and KO regarding this service call, when all documented actions, notes, and photographs were done in accordance with good service and under the terms and the conditions of the [redacted] policy in which the homeowner has entered.If Mrs. [redacted] feels that she received an unfair diagnosis, she has the option available under her [redacted] policy to have a "SECOND OPINION" (Which she did not seek). Her solution was to attempt to utilize the Revdex.com, in reporting biased and untrue statements regarding the service that she received, as an agency to some how force KO to provide services outside the [redacted] policy/contract.Even if KO wanted to provide a different service, the sole decision of coverage is determined by [redacted].This complaint should be closed as it is beyond the purview of the Revdex.com
Unfortunately, we have experienced unavoidable delays this year that have caused us (and nearly every other pool construction / remodeling company) delays across the board. As we have contacted all of our customers to advise (and as our contract notates), threats of inclement weather or Acts of God...
do affect our schedules. Through the month of May, we experienced more wind delays/weather related issues than at any time in our history. May of this year, we documented more than 16 days of wind/rain Why is wind a problem? a) When wind blows, so does debris. Almost every project we work in has mature landscaping in the yard we are in, or the yards surrounding. Customers pay us for finished products that are free of defects and I have yet to meet a customer that would accept twigs, leaves, or other in their surface installation or new decking. In fact, Angel, our decking supervisor went to the job site to do the final coating on the decking 3 times and had to pull off because of the gusts. b) Finishes will dry to quickly when the winds are warm and over 90 degreesIt causes a condition of the surface material of drying on top and not at the same rate as the rest of the product. It takes twice as long to do a finish with in order to keep the surface from Cracking or Crazing. What most homeowners fail to understand is that a delay in one part of the project, will be a delay that pushes through the rest of the schedule. If we have 16 days that we were unable to surface pools, at 3 pools a day, that is 48 pools that have to be reallocated and rescheduled! While we have expressed our sincerest apologies to the homeowner for the delay, they are unavoidable and completely unexpected. We receive phone calls everyday from smaller companies asking for help on their projects as well. Everyone is behind and has been dealing with the same conditions that we have. It is not unique, intended, or avoidable. We will work to expedite the completion as quickly as possible.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Meichelle M[redacted]
Customers pool is on schedule to be finished today. This complaint is resolved and no refund for the project will be issued.