Avalon Pools and Spas Inc.

Separately, with a copy provided to you as well, we responded to our customerWe met with our pool closing team to discuss this closingAs explained in our letter to Ms***, it was closed this year by a different team in the pastNot closed incorrectly but differently*** ***, representing Avalon Pools & Spas, Inc closing pools this year has been opening and closing pools for over yearsIn this instance the customer was home*** asked her to turn on the power to the pump so he could lower the water levelThis is the above and beyond and not included in our standard priceHe then asked her to turn the power off to the pump which in turn she did*** no knowledge there was a timer on the systemhe assumed she was turning it on and off with the breakerThe pool was closed correctly, lines blown out, antifreeze added along with closing chemicals and the pool was coveredI did go to her home and verified that it was done correctly and it wasI also did attempt to return her calls, and left voice mailsWe expect to get paid for the closing as we sent men, performed the service and added closing costs chemicalsour offered settlement would be to repair her pump in the spring of if it had gotten damaged

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I agree that [redacted] asked me to turn the power on and off
from the inside of the house so he could lower the water level, and that you and
your employees don’t have access my house breaker or have responsibility for
power to my pool from the inside of my house. However, last year I did not have to shut off my breaker to
the pool for the winter season because you unplugged my pool pump. Your employee
did not unplug my pool pump as it was done last year leaving it to run for
eight hours a day for ten days without water running through the pump. Part of
winterizing a pool is to make sure that the pool is ready for winter, leaving
the pump plugged in drawing air is not preparing the pool to survive the
winter. I hired you, as professionals who are knowledgeable about pools, to
winterize and close my pool for the season. The failure to unplug the pump
jeopardized the device.Also your employee failed to tell me that I needed to unplug
the pump, if he wasn’t going to do it. Once I realized the pump was left on to
draw air, I unplugged it. I did not have to turn off a breaker and leave the
breaker off for the winter. If your employee told me that I needed to unplug
the pump so that it didn’t draw air, I would have done so.If the pump is damaged, I will have it repaired at a Hayward
Authorized Service Center. Your company is not listed as an authorized service
center. Please update the letter sent on November 4, 2015 to reflect that you
will pay for the necessary repairs that will happen at an authorized repair
center.I will gladly pay the $250.00 for closing and winterizing the
pool when we have reached an agreement on the needed pump repairs. Please send me an updated letter stating that if the pump is
damaged you will pay for the pump to get fixed at an authorized Hayward Service
Center.Regards,
[redacted]

Avalon pools & Spa inc. has been in business since 2001. We have been opening and closing pools for the same amount of time. We had pool professionals that have been opening and closing pools for 15 years close your pool. It was a different team this year than last year but that doesn't mean...

they aren't pool professionals. We want to assure you that your lines are blown out (both skimmer and returns) antifreeze added and lines plugged. And, if you have a main drain, that a gallon of anitfreeze was put in as well. also added to your pool, poly 60 algecide and 4 gallons of liquid shock. Plugs were removed from the pump. Avalon pools & Spa, Inc. doesn't guaranty that your lines are safe from winter damage because there are so many other factors. Such as: age and type of plumbing, severe frost and the fact that your plumbing is all underground and not installed by us. In speaking with ***, he said you were home and he asked you both to shut off and turn on power( so he could lower the water level) from inside your house. We don't access your house ans aren't responsible for power to your pool. Even though we weren't responsible for the power inside being left on, I offer that if, in the spring, your pump has damaged we will make any necessary repairs. lastly, we ask that you pay for your pool closing service as your pool was closed on October 5th and payment is due within 7 days.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I hired Avalon Pools and Spas to close and winterize my pool for the 2014/2015 and 2015/2016 winter season because of their advertised professional knowledge of closing pools to survive the winter season. When I hired them last year to close my pool for the winter of 2014/2015 season they completed the following things:1) Blew out the pool pipes and added chemicals in the pool and pipes2) Drained out extra water out of the pool3) Unplugged the pool pump, chlorinator, and filter and left them at the door of the house4) Covered the pool with a tarp For the 2015/2016 season the employees of Avalon Pools and Spas1) Blew out the pool pipes and added chemicals in the pool and pipes2) Drained the extra water out of my pool3) Covered the pool with a tarp  They did not unplug the pump, chlorinator, and filter as they did last year, leaving it to run for 8 hours a day for 10 days. The employees of Avalon Pool and Spa, Inc. neglected to inform the home owner to unplug the pump. If the policy and measures in which the pool closing and winterizing had changed since last year, it is the company's responsibility to notify the home owner of that change. Since the employees neglected to unplug the pump and neglected to inform the home owner, the pump is now jeopardize and probably severely damaged. I called Avalon Pool and Spas within an hour of the employees leaving (from closing the pool on October 5) and stated that I did not think the pool was close properly. (I was correct because my pump was left plugged in.) The owner of Avalon Pools and Spas came to my house 4 days later and said that everything was done correctly. Yet it was not because the pump was still plugged in.      I ask that Avalon Pools and Spas, Inc take responsibility for the negligence of leaving the pump plugged in and jeopardizing it by stating: If the Hayward Super Pump is damage, Avalon Pools will cover the cost to fix the pump at an Authorized Hayward Pump Service Center. Once this guarantee is made by Avalon Pool and Spa, to stand by the workmanship of their employees, I will gladly pay the $250 for the partial closing of the pool.Regards,
[redacted]
 
 Do they honor the work that they do? Do they value customer service? Do they back up their word on being professional.Regards,Do they honor the work that they do? Do they value customer service? Do they back up their word on being professional.