Arthur Edwards Pool & Spa Centre

Review: Agreed to do liner replacement on vinyl in ground pool; [redacted] their salesman thoroughly examined the pool and stated the agreed price included all the was needed to properly and fully do the liner replacement.A $2,000 down payment was given to seal the contract and the contractsigned by both parties: the only extra was a mutually agreed on $200 extra charge to service the newly lined pool to be sure it was properly working after the new liner was installed.

After another person did the measurements, [redacted] called and said he "made a mistake" and we would have to pay an additional $800 for additional. items he "failed to notice".

I explained if he, as the representative of his company made a mistake in an estimate in which the customer was assure covered all costs, any extra costs should be borne by the company not the consumer: a demanded they proceed with no additional costs to me. He refused so I asked that the [redacted] be called.

[redacted] called me back stating he talked with the [redacted] and I must be charged .I recorded a summary of these events and my requests in an email to Arthur Edwards Co.

I said to [redacted] I wished to speak to the [redacted] directly: so far even after calling the company the next day and asking ti talk with the [redacted] ,no call back was received on any phone #. I stated rather than returning my down payment,

I wanted the contact honored and my liner installation completed in the 2.5-3 week period he had verbally agreed to. No communication, other than their refusal as described , has been received.

My strong suspicion is that this " Bate and switch" cost tactic of initial assuring full service at a low desirable price, then suddenly demand more at a time when the customer is expecting that their pool installation is imminent and they thought all had been settled and they are impatient to have the work completed and do not wish the hassle of statrting all over again with a new company.Desired Settlement: Job completed properly, with all the proper materials , layers of pool wall, agreed on vinyl liner and servicing,with the pool properly working with no additional charge over the initial agreement; and to have it completed in full as verbally agreed by [redacted], within 2.5-3 week of 5/**/15, the date of signing the contract.

Business

Response:

Our salesman [redacted] had met with [redacted] on April **, 2015 and gave an estimate on a liner change for his pool. They signed contracts on 5/**/15. Our service crews went out to measure for the liner change and noticed that the pool was empty, the steel walls were rusting, and that the walls appeared to be undermining. The filter system was damaged and clearly had not been running for years. [redacted] was called and informed at a minimum he would need new wall foam for an additional $350 and new extrusion for an additional $450 minimum to install his liner. He was also informed that his filter equipment would most likely need to be replaced. He did not want to pay any additional money for the work that was needed, so we informed him we would be returning his deposit check (which we had not cashed), and were not able to do the job. We cannot tell how much damage had been done to the pool during the month from the initial estimate to our measuring for the liner, but we feel that there it too much damage to the pool, and he will most likely need to replace the pool, doing a liner change will not solve his problems. We are not trying to solicit more money from the customer, we just don't feel a liner change will do the correct job for this project.

I am dealing with this company now and it is a night mare!

Terrible from top to bottom. Please use another company, I don't want people to experience what I am going through.

Do not use this company. From top to bottom customer satisfaction is not a priority. From the sales man to the The nasty lady that answers the service calls this was a horrible experience. During construction phase, they knocked off my gutter flooded my finished basement, my kitchen ceiling and even hit my car which was parked in the driveway. Their response "you can't prove we did that". Their compensation for thousands of dollars in damage was 400 off of chemicals. Next there were issues after issues with the pump and vacuum. Calls into Kim were handled through help tickets and couldn't get any supervisor to call me in regards. Now with the end of season approaching the original proposal stated that a loop lock cover was quoted for $2900. After several nasty calls with Kim the supervisor who sold us all these headaches told my wife that we no longer could get the loop lock cover and in his words we chose the cheap vinyl pool coverthat was put on the pool by Arthur Edwards upon completion of installation. Never in 1 million years and after spending 30,000+ dollars on this pool what I choose a cheap vinyl cover over a loop lock. So as you can see this company has no compassion for its customers and it's quality of work is well well below standards. If you read this and you or a friend are shopping for a new inground pool do not use this company.