Aqua Pool Service Company, Cloud Enterprise Incoporated

To Whom it May Concern;Please see attached documents regarding complaint # [redacted] Document #is a letter and detailed documentation regarding the complaintDocument #are scanned copies of documentation I stated I would include in the letterIf there are any further questions or any further documentation needed, please feel free to contact me in our Richboro office at ###-###-#### Monday or Wednesday 9am to 4:30pmThank you, Becky H [redacted] General ManagerAqua Pool Service

February 2015Dear *** ***:
"">On February 25, we received a note stating a complaint had been made by ** *** *** from *** *** ** in Philadelphia, PAThis name & address do not appear in our database and no work has been completed for a customer of such nameHowever, when we searched the phone number provided by the complainant we discovered that it matched a *** *** *** from *** *** *** in Richboro, PAWe believe this to be the individual making the complaint regarding our service and wish to inform you of the many troubles we have had with this customer beginning last AugustI have included all the information below regarding the multiple visits to this customers home as well as his multiple visits into our store after it was determined that the customers problems were based off his own lack of maintenance for the poolThe customer has also attempted to receive his money back from *** *** times, each time being denied after we have provided the below informationAdditionally, he has provided a bad review for our company on every website possible and each states the same thing, word for word, as he stated for youPlease review the information below which proves that we attempted to work with the customer and then provided direct access to the manufacturer (whom replaced the part at cost)We also tested his water on numerous occasions and helped him to adjust the water to meet the specifications provided by the manufacturerI am including the dialog regarding these events, as well as the e-mail from the manufacturer representative who replaced the part neededHowever, if you are in need of further documentation, please feel free to contact us and we will be happy to forward it to youThank you for your time on this matterOn April 22, our company was contacted by *** *** *** in regards to estimating the installation of a new heater for his swimming poolWe promptly visited *** ***'s home and he was sent an estimate on April 25th*** *** then contacted our office to find out if any additional discounts were available on the heater we had estimatedWe explained that there were no additional discounts, but that we did have an open box model in stock that we could provide for an additional discountAt this time *** *** agreed to purchase the open box heater and proceeded to sign a contract and pay a deposit of $on May 6, in our Richboro office for the purchase and installation of a *** Natural Gas HeaterThe requested heater was installed on May 13, by one of our certified technicians and a bill for the balance was mailed to *** *** *** proceeded to come into our Richboro office on May 20, to pay the balance of the heater installationDuring this visit *** *** told our manager how happy he was with the new heater and the technician who completed the installationAqua Pool Service did not hear from *** *** again until the end of AugustAt the end of August Aqua Pool Service was contacted by *** *** *** to check his new *** heater, which he stated was leakingWe immediately sent our service manager (an employee with over years of experience) out to inspect the heater and determine the cause of the problemWhen our service manager arrived he immediately noticed the heater was leaking out of the heat exchanger & began to investigateHe tested the pool water on site and found that the pH & Alkalinity readings were extremely low and the chlorine levels were very highTherefore, he took a sample of the pool water and brought it back to our office for computer analysisOur computer testing station read the pH level at a and the alkalinity level at a 40; unfortunately these levels are the lowest numbers my program tests for, so the levels could have actually been lowerWe promptly contacted *** *** to inform him that the leak at the heat exchanger was most likely due to the high acidity level of his water and the repairs would not be covered under warranty*** *** was understandably not happy that his month old heater was broken, but our manager explained that per ***'s warranty, damage caused by poor water chemistry is not coveredHe was informed that the cost of the repairs would be approximately $& that he should promptly adjust his water chemistry or the problem could occur again*** *** asked us to please contact ***, because he would not accept our conclusion and he was going to call *** *** to reverse the charges since he felt he was sold a faulty product
At this time, we contacted *** *** with *** Industries and asked him to visit *** ***'s home to further inspect the heater in questionWe sent him a copy of the water test report and explained our conclusionPlease see the attached e-mail from *** *** regarding his visit, his conclusion and the work that proceeded his visitAs you can see from ***'s letter, he also concluded that the poor water chemistry was the cause of the damage and he also informed *** *** of the warranty exclusionsAt this time, he offered *** *** the opportunity to have the heat exchanger replaced directly by himself, therefore providing *** *** a significant discount*** *** accepted the offer and the new heat exchanger was installed, consequently repairing the damaged heater*** *** proceeded to pay *** Industries/*** *** directly for the repair
During this time period, *** *** visited our Richboro store multiple times (September 2, 3, 4, & 9), each visit he personally brought a water sample from his running pool to have testing completed and to purchase chemicals to properly balance the water chemistry as recommendedAt the time of his last visit, *** *** stated he would be closing the pool as soon as the water chemistry was corrected and the new heater exchanger was installedThe last water test brought into our store by *** *** was recorded on September 9, and per *** *** the pool was still open at this time
We will not be issuing a refund of the balance for the heater provided and installation because the product was not defectiveThe customer was made aware from the beginning that the heater was an open box model and it worked without any problems for over monthsAlso, despite the customers claims, the pool was not closed until after the repairs to the heater were completed; therefore the water was able to be tested multiple times by our company (including several tests completed on samples brought into our store by the customer himself)It is the conclusion of both our company and the representative of the manufacturer that the damage done to the heater was caused by poor water chemistry maintained by the customerThe damaged part was replaced by the manufacturer at cost, so that the customer would not have to pay retail pricingThe heater was consequently repaired prior to the customer closing the pool and it will work when the pool is opened in the springIf there are any further questions regarding the installation, damage or repairs to this heater, please feel free to contact myself in our Richboro office
Sincerely,
Randy A
Aqua Pool Service & Supply Business Manager

[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 Administratively Resolved] Complaint: ***I am rejecting this response because:
The information provided by Aqua pool is incorrect and their documentation is falsified. Despite the fact that Aqua Pools now claims that I purchased an open box heater, at the time of the purchase I was assured by the Aqua Pools staff that the heater I was purchasing was brand new and covered by warrantyThe open box discount line item on the receipt was just their way of processing the additional discount through their computer. I asked them several times and they confirmed that the heater is brand new
Additionally, I have no idea whose water they tested but the results they provided awere not from my pool waterThey have clearly falsified these results, as you can see on the evidence they provided, the test dates are hand written on to their sheets and my signature is not present on any of these resultsThey have not and could not have tested my pool water
This is not my first pool or my first pool heaterI've had a heated pool for many years and I am very aware of how to maintain proper chemical water balanceI am also aware that a brand new heater would not have leaked within a couple of months of being installed
I am extremely frustrated by the lack of professionalism by Aqua Pools in selling a used/defective heater and claiming it to be brand new, for disrespecful treatment and handling of their customers and for falsifying evidence submitted in response to my claims.Regards,*** ***

To Whom it May Concern,
                I
attempted to respond to the customers rejection, but it submitted before I was
able to type any additional information and would not allow me to edit the
form. Sorry for the confusion, please see my response below.
                 The
documentation provided to the Revdex.com was not falsified in anyway. I provided a
signed contract for which the customer knew the product was an open box. The
heater was new and covered by warranty for items for which the manufacturer
covers, however as stated in the documentation provided from the manufacturer
and also available in the manual provided with the heater, the manufacturer
does not cover damage done to the heater due to poor water chemistry. At no
point did our company or the manufacturer deny the warranty claim because of
date. Additionally, the date code/serial number on the heater tells me that the
heater was manufactured in March of 2014 and the heater was installed at the
customers home in May of 2014, which means that not only was the heater still
covered under warranty in August of 2014, but that it is almost impossible for
the heater to have been used prior to the installation. As was explained to the
customer when he personally contacted me I had an open box model in stock and
he agreed to accept this heater for an additional discount. The heater was
taken to the customers home without the box simply because it is easier for my
technicians to take it directly off the truck and not have to dispose of or
carry around a large box all day.  At no time prior to the installation of the heater at the customers home, was the heater in questions used or installed any where else. The warranty claim was denied because the acidity of the pool water ate away at the heater exchanger and caused the heater to leak. We installed dozens of these heaters every year and have only had this exact problem once before and the same exact water chemistry issue was to blame. 
            At the time of my service managers first visit, he tested the pool water on site and immediately knew there was a problem. He took a picture of the test strip so that we could compare the results from our computer based system when he brought us a sample. Both tests showed the water's pH and alkalinity levels way below our testing ability and the chlorine level extremely high and off the charts. After the initial phone conversation in which the customer was informed that the repairs would not be covered and that the water chemistry was very bad, he sent his wife into our retail store to pick up the chemicals we recommended to begin to resolve the problem. He then personally brought water into our store 5 times and dealt with myself on at least 3 of these occasions. The reason the dates for the tests are hand written is because my program automatically changes the date printed to the current date; however, if you were to look at my actual program on our computer, it would show you the exact date the sample was tested and the last time the results were printed. Since the customer is calling into question these hand written dates, I have provided a screen shot of my water test computer program, which shows the exact dates all samples were tested, along with a summary of the results. The test dates cannot be falsified on my system since it uses the date set by the manufacturer each April when the program is renewed. We also have multiple cameras in our stores that could provide evidence of the customer personally bringing in his water samples and talking to myself on multiple occasions. Also it should be noted that the customer purchased several chemicals from our store during his visits to help remedy the chemical imbalance, although I can not produce a detailed receipt for each purchase, I do have signed credit card slips that show the customer was present on each of the days between September 2nd through 5th when he claims we falsified water test results. I have attached these slips which again proof the customers presence on each day a water test was completed on a sample he brought into our store. Because the water test did not require any additional products on September 9th, I did not search for additional slips.
          Finally, I would like to add that we are unsure while this customer is so angry with our company and so unsatisfied with the product we provided, he has only attempted to receive back a partial payment for the total $2100+ heater and has only done so through the credit card company and your service. At no point was legal action taken by this customer to attempt to receive the cost of the heater back. If he is so certain that the heater provided was used and in bad condition, then we will be more than happy to prove our innocence in court. We have already proven on several occasions through both [redacted] and the Revdex.com that this customer has lied and provided falsified information, all while trying to accuse us of doing the same. We have proven that at no time did we provide any false information and have responded to every complaint with multiple pieces of physical documentation. At this time we would like the customer to know this will be our last response to any negative, false reviews. Our next step will be legal action, at which time we will provide the Revdex.com with any and all legal documentation. We are about to begin our busy season and have already spent several hours responding to 8 claims by this customer. Each claim has been met with a quick and concise response and each one ruled in our favor. We must now provide the same quality service we always provide to our customers (the same service we have provided for over 40 years and the same service that was given to the complainant) and we cannot do that if we are spending countless hours responding to false complaints. We thank the Revdex.com for its review of this claim and for it's continued good service, but we respectfully submit that we cannot continue to respond to negative claims by the same customer. Therefore, no refund will be granted at this time. If the Revdex.com has any further questions regarding this claim or any further claims from other customers are received, please feel free to contact myself. Thank you again for your time on this matter.
Sincerely,
Becky H[redacted]
Aqua Pool Service
General Manager

To Whom it May Concern;Please see attached documents regarding complaint #[redacted]. Document #1 is a letter and detailed documentation regarding the complaint. Document #2 are scanned copies of documentation I stated I would include in the letter. If there are any further questions or any...

further documentation needed, please feel free to contact me in our Richboro office at ###-###-#### Monday or Wednesday 9am to 4:30pm. Thank you, Becky H[redacted]General ManagerAqua Pool Service