B & H Pool & Patio Shop of High Point

Please find attached a text file containing all emails back and forth between [redacted] and [redacted] Also attached is a copy of the contract with asterisks beside key points Thank you, Nathan H [redacted] B&H Pool & Patio Shop [redacted] High Point, NC [redacted] www.bhpoolandpatio.com

Initial Business Response / [redacted] (1000, 6, 2016/07/06) */ We received this job for Mrs [redacted] through her insurance companyWe were the closest service center to her though it was out of our service areaWe are sorry that we could not get together on a good time for Mrs [redacted] We understand that she is at work and could not get offMost of our jobs are outside and we have to work around the rainThis can put us a day or so later than expectedI contacted Mrs [redacted] about her service call and told her we were backed up with service calls about two weeksAfter checking the equipment I had to contact the manufacturer and order the parts directlyAfter diagnosing the equipment as a [redacted] unit we knew that this would take a long time since I have been waiting on parts for another customer since AprilIt is impossible to reach anyone at that company and it is not an item we sellWe explained the time delay to Mrs [redacted] When we received the part, she requested us to come to her house after 6:pm and was told by our service manager that was near to impossible due to the nature of our businessI offered to come on a Saturday because I could not make the appointment that Thursday and days prior but I cancelled those appointments well in advanceAt this point reasonable communication became impossibleMrs [redacted] paid a service fee of $and that covers our travel and diagnosis timeSome fuses needed replaced on the [redacted] unitWe would have installed the parts and charged the service call for labor to the insurance companySince we were having a hard time scheduling a time that she could home since the unit was in her basement and she did not want to leave it unlocked, we shipped them to her as they can easily be replacedIt is very hard to schedule a specific time for a job especially out of the work areaAgain we do apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement that I could not get off of work is not true, because we set up appointments which means I was there for EVERY missed appointment One of the excuses of why it was taking so long to fix my equipment - the pool company stated that they could not get anyone to call them back from the [redacted] Company, they were also waiting for parts - since this event I have been in contact with [redacted] , and they are VERY responsive with calls and emailsMy response time is as little as 5-minutes, so after dealing with the company myself for the first time, I could not imagine that it would take a pool company days, weeks, or months to get an answer or parts.....If they are having that much of a problem I could give them my contact person who will call them back in the SAME DAY The only reason I asked the pool company to come out at 6:is to give me time to get home from work, because after I have taken time off to rush home, only to have them to cancel, I could not continue to inconvenience my time at work, only for them to cancelThey only offered to come out on a Saturday, when they were at another job during the time they were supposed to be at my house, which meant canceling my current appointment to come out on a Saturday - which I was unavailable and that is when, we said enough is enough And due to having valuable equipment in my basement, I was not going to leave it unlocked, plus with the number of cancellation, it was not worth the riskI am sorry that we could not work things out either, because we had a lot of pool work that we were hoping they could do for us Yes, the company shipped the parts to our home on July 5th, with no warning or explanationIt would have been nice if they could have included a letter of what was going on, and if our insurance company was charged for the itemsThe parts are sitting on our kitchen counter, because we are not sure why they sent them and/or if this is how they decided to repay us? At this point we would like to know if this is their intentions? Final Business Response / [redacted] (4000, 10, 2016/07/22) */ We apologize for all the miscommunicationWe did ship the parts to the customer's home since we were unable make our schedules coincide and the customer no longer wished for us to continue our servicesWe have charged the [redacted] insurance company for the parts [redacted] customer service can walk the customer through installation of the parts Final Consumer Response / [redacted] (2000, 12, 2016/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because: Contractor was told on several occasions not to put anything around the existing deck as it was going to be torn down and did so anyway, causing increased amounts of my time to have to have it corrected, including getting the inspectors involved to force contractor to change different things about the pool Exterior perimeter gate was destroyed by contractor on occasions and had to be temporarily fixed until contractor was finished with pool construction so that fence panel could be replaced as it could not be repaired Gate opening was immediately beside the fence panel that was torn down Debris was not removed from my yard that was left by contractor while installing pool Whenever someone was not present during construction, my gates would be left open leaving me liable for anyone that may have wandered into the pool and sustained injury or death and/or the water would be left running into the pool until I noticed it because I would never be told that it had been left on I still have to pay someone to clean up the mess left by the contractor It should not take 2.5-months to put in a x ft pool Contractor's emails are not the only mode of communication that occurred between contractor and myself as contractor is puporting with only using emails as proof of their position