Aqua-Ducks

I am in receipt of your letter dated June 30thIt was post marked on July 8th, no doubt due to the holiday weekI also just received a second notice today, dated July 11th, post dated July 14th.In regards to the complaint filed by (unknown date, but after receiving a certified letter from us) I
would like to respond.April 4th consumer selected a liner pattern, and signed a contract for the custom made pool liner and installationIn signing the contract, it clearly states “Payment constitutes customer satisfaction” April 24th We installed the liner, while was homeShe did not come out during the entire installation process to inspect the pool or liner progressShe was out on the back porch, fairly far away with a gardener or landscaper at one pointWe collected the final payment on the back porchWe even stated how much better it looked than the old liner, and she agreedAfter leaving the job, my partner and I mentioned how disinterested she was in the whole processNormally when the customer is home, they find the whole pool transformation fascinatingApril 27th emailed some photos of the liner edge where it meets the coping, questioning if the liner was misprinted or not installed properly We Replied and told her that it’s the manufacturing process, that we will fwd her photos to the manufacturerWe also stated that it’s not related to our work, but we do take her concerns to heartApril 28th Friday emailed saying (assuming) if we seen the way the liner looked, why did we install? That if it was your own pool, you would not have installed it(my own pool is welded the same wayyrs ago) She asked about solutions: a way to cover it up, an additional strip around the edge, compensation, etcMay 1st Monday The manufacturer replied that there is no known fix by themThe pattern is due to the color contrast of the white bead material against the grey liner materialMay 2nd Tuesday stopped payment on the contract balance May 3rd Wednesday emailed that she stopped payment because we did not respond to her last emails (not trueManufacture replied end of business Monday.) May 4th Thursday Replied to that we did respond to her emails, that the manufacture wanted to see the if the same print liner that we installed on 4-4-had the same patternI sent the liner pictures to to show her that the pattern from welding the liner is consistent with hersI sent her the link to the manufacturer to contact them directlyI also reminded her of the contracted responsibility that no warrantee work or corrective actions is to be done with out final paymentMay 5th Friday emailed That I did not respond for days to her emails ( Sat-Sun Closed) ( manufacturer replied end of business Monday) (installed similar liner Wednesday) Emailed her Thursday morningMay 7th Sunday Emailed, that it is a very busy time of year and that she can always pick up the phone for immediate resultsIt takes time to respond to emails, as we are also communicating with the manufacturer and need to for them to respondWe are only the installers and not the manufacturersWe also have no obligation to correct until final payment as per contract.After this point we called her for the final payment and to find out in real time phone convo, how we can resolve this issueWe told her the manufacture is not likely replacing it and if they did, the cost of install and water would not be coveredWe told her that it’s a-lot to take in that she should think about it and get back to us.She did not respond after that conversation, so about week later we called and left a messageWe offered her a solution to the cosmetic issue she has with the linerIt is a solution that I have tested on my own pool, but told her that payment must be received before any corrective action is taken as per contractWe have not heard from sinceJune 26th We have sent a certified letter on 6-26-, which she signed for on 6-The certified letter outlines her payment responsibility as per the signed contract and a day payment periodThe next step is, if payment is not received in days, (she had weeks) that additional fees are charged and turned over to the magistrateJuly 18th Sent a second certified letter notifying her that she has not responded, and that the additional fees are not due in days or additional fees, interest, Sheriff, and Magistrate fees will be added to what she owes.I feel we have been in communication with her and have offered her a solution, but without final payment and communication from her end, I cannot move forward without legal interventionI have all the emails and picturesI have pictures from several liners that I encountered (including my own) that show the same weld patternIn the beginning of the letter, I noted the dates on your letters and postmarks, to illustrate that there is a delay in receiving and responding via mail and email vs picking up the phone and callingThe downside is that there is no record of what is said on the phoneI feel this is why she has been emailing.The complaint from also states that the liner is defective (not true) and the liner is coming out of the track in areasThis is a call back for new liners50% require the liner bead to be reset in a few areasThis is a no charge return call and is expectedHowever, none of that was communicated to us at any timeIf the liner pops out it is well within the day periodEven after that time we repair without charge, however, the contract obligation must be met first.Matt KAquaDucks Pool Service