B & W Builders, Inc.

We had an appointment yesterday at 4:with our ***, field supervisor and Mr***Upon
arrival, Mrs*** cancelled the appointmentWe will be reaching out to them again to rescheduleOnce we conclude this meeting, we can schedule the completion of the projectMr*** has been in full communication with our construction Manager *** with the game plan

We stand behind our original decision

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: *** ***, Operations Mg
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@secardpools.com
It would not benefit us to lie to a customer and tell them a volt spa is a volt spa just to get a sale as this person
has allegedWe would simply sell them one of our volt models, as we offer bothWe display a number of different spas in our showrooms with a number of different options and often times a lot is reviewed when determining which spa is right for the customer's wants and needsFor this reason, our invoices are very detailed to make sure that our customer's know what they're purchasingThe invoice for this spa in particular indicates (written by hand) the model, the pump and jet count, the voltage, the color and the additional optionsAdditionally, there is a second section on the same invoice dedicated specifically to the electrical requirements that the customer is required to review and initialThis section clearly states the following: "ELECTRICAL REQUIREMENTS PROVIDED BY BUYER (buyer's initials)G.F.C.IBREAKER PROVIDED BY BUYERVOLTAGE 220v (box checked by hand)ALL v SPAS REQUIRE A AMP DEDICATED WIRE SYSTEM." This is all clearly indicated on the invoice, in all capsOur invoices are a single sheet of paper, single sided, on a standard 8-1/2" x 11" sheet of paperIt's not as if this information is hidden somewhere in fine print pages into a page invoice like buying a carWe keep it simple to ensure that things are clearUnfortunately the model they purchased is not available in volt that can be plugged into the wall, otherwise we would be happy to convert it for themThis spa will require exactly what was on the invoice which is a amp dedicated wire system to be provided by the buyer
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are greatly disappointed by the customer service and products received by *** PoolsWhile in the store we SPECIFICALLY requested a spa that would directly plug into our house with the voltage of our homeWe are NOT electricians and trust the sales individual to provide us with accurate informationWe were informed that YES we would be able to just PLUG the spa into our home with NO changes, adjustments, or added equipment neededWe verified this information several times and we were contentiously told that we were good and that is why we moved forward with purchasing the spa that we didDue to myself not being a electrician, I took the word of the sales individual that additional changes were not neededThis was falseNow reviewing the OWNERS MANUAL, it says nothing about being a but rather needing a or Electrical InstallationNOT as we were informed in the store NOR a In addition to this, we were informed that when the spa was delivered we would be instructed how to use the spa and set it up by those who delivered itWhen the spa was delivered, the delivery individuals were highly rude and cold and informed us that they were NOT allowed to show us how to utilize the spa, set it up nor work it and that we have to call the storeIn addition to that the spa came with SEVERAL scratches, gowned down screws to the point were you are unable to unscrew it if needed (i have pictures that can be presented)The inside of the spa had dead bugs in it, dirt and sunflower seedsWe pointed these things out and were informed that we would get new screws, which has not even been providedWe were so excited for this purchase that we have worked hard to reach and place in our back yardThis experiences has been so highly disappointing!As directed by the individuals who delivered the spa to contact the Rancho Office for assistanceWe did this and were treated rudely and told that there was NOTHING they could do to assistNo one was friendly, willing to direct us on what to do or provide us with assistanceI have NEVER filed a complaint with the Revdex.com but due to the incredibly poor services and feeling deceived in the store, I felt it was highly necessary to do soIf this happened to us, I am sure this has or is happening to othersEver since XX-we have still not been able to utilize our spaI would now like *** to take the spa back
Final Consumer Response /* (3000, 33, 2016/01/25) */
Hi ***,
Here is the spa quote from the electrician that Seacard sent outAre they willing to cover some of the cost? Even in his quote it states a 240vlt needed and not a We would like to get moving on this asapThank you so much for your assistance
Final Business Response /* (4000, 35, 2016/01/25) */
Our position stands that we were not contracted to run the electrical for the spaTherefore, we will not take any responsibility towards the cost

Initial Business Response /* (1000, 5, 2016/07/27) */
Contact Name and Title: *** *** Operations Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@secardpools.com
The original plan on this build was for the homeowner to build a raised deck up to the same height as the pool for the handrail
to mount toThis was discussed at point of sale and outlined on the site plan but I understand that as time passes throughout the project ideas change or discussions get forgottenBecause the decking was not built the way we originally discussed, mounting the handrail is more of a challenge and we have had a few conversations with Mrs*** to try and explain what needs to be doneI have reached out to Mrs*** and left a couple of messages for her today to try and schedule a site visit to clarify everything and help her work through getting this issue resolvedI'll await her return phone call to get this straightened out for her

We back up our products and the work we perform. We put warranties in place to give our customers the assurance that we will stand behind our work. However, we frequently go above and beyond what is required of us in the warranties to take care of our customers. Such as this instance where we...

repaired a liner that was clearly damaged by the homeowner at no charge. Unfortunately we were not given an opportunity to offer that service this time. Had we been given the chance, we may have been able to repair the problem without having to replace the entire liner. Unfortunately this customer did not give us that opportunity and instead called out another "expert" who instead of offering helpful advice to save a 2 year old liner told the customer the liner was bad and to sue Secard's. Of course, so he can get another sale. I would suggest to any other customer's to call us (the real experts) first so we can steer you in the right direction. We are not a company that thrives off of upselling customers on items they do not need. On another note, we may be great at building pools but we are not the best at hacking emails. That's a new one...

I am rejecting this response because:
The appointment was  asked to be rescheduled due to the
RAIN.    This response was worded to make it my fault when the
reality is that we have waited weeks for
people to show up for appointments.  Turning this back  to blame me
is simply ridiculous.  Additionally, there is now major damage to the
sides of the pool because of the rain.  If there is not a clear plan with
completion dates, consequences, and compensation details after the meeting
scheduled this Friday, I will take the advice of Revdex.com and contact the state
licensing board as well as an attorney.

We are aware of the delays and are anxious to complete the project as well. Any damage we caused will be fixed and certainly we intend on compensating our customer for any grievances we have caused.

We offer 2 floor plans for our spas. Bench or Lounge. Having 2 choices helps narrow the window for error. Mrs. [redacted] chose and signed paperwork clearly indicating a "bench model". Both options for "bench" or "lounge" are on display in our store and customers get to choose, in person, which...

model they prefer. Our website also clearly indicates our models and the "bench" model is shown with a clear picture of the unit. Upon delivery Mrs. [redacted] signed the delivery confirmation acknowledging receipt of the correct model spa and accepted delivery. If the wrong model arrived the delivery should have been refused. If it was the wrong model that was delivered, I would assume that Mrs. [redacted] desired settlement would be to have the correct model delivered but instead she is asking for a 25% refund. [redacted]'s (the sales representative) departure from our company was in no way a result of erroneous orders or misrepresentation of our product.  We delivered the model on the paperwork that she signed for and accepted. No refund of any kind will be issued.

We do not charge to come to a customer's house for a site evaluation. It is not until the customer decides that they would like to make a purchase that we collect a deposit towards that purchase. Some customers make that decision in our store and some make that decision at their home. In this case...

the customer purchased a pool in our store, signed all the necessary documentation indicating a purchase was being made and gave a deposit towards that purchase. Once the purchase was made, measurements of their property were taken and plans were drafted up for their new pool design based on their specifications. Due to the setback requirements for their area, the pool size that they bought would not fit and needed to be adjusted accordingly. The customer later decided after the plans had been drafted to cancel the transaction. Because work had already been performed, we offered to transfer their deposit towards other items we offer such as an above ground pool, hot tub, gazebo or swim spa as an alternative purchase. Certainly we didn't assume they were going to purchase $1,000 in chlorine for a pool they didn't have. We were simply trying to work with a customer that clearly was not going to take ownership in their decisions on the transaction. We are not a company that has been in business for nearly 60 years by falsely keeping peoples deposits for work not performed. Although our contract clearly states our refund policy and work was performed, if this customer-feels they were misled, we're happy to return their deposit. They can contact me directly to process this request at [redacted]

Initial Business Response /* (1000, 5, 2016/07/27) */
Contact Name and Title: [redacted] Operations Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@secardpools.com
To say that we are terrible about fixing problems is a serious stretch of the truth. In fact, I think what makes our company...

great is that when there is a problem, we never turn our back on our customers. No matter the severity or simplicity. We have been to Mrs. [redacted]'s home for warranty related issues and non warranty related issues as well. Each visit has been timely based on the urgency of the problem. On several occasions we were called out for what were said to be equipment problems but only turned out to be a dirty filter which is the customer responsibility to maintain. I would not like to see Mrs. [redacted] to disappear as she's stated. As a matter of fact, a great majority of our business comes from returning customers. We appreciate her business and hope to serve her in the future. As far as the pricing of the pool goes, each of our customers is given a custom estimate based on their design. It is not until they are in agreement with the design and pricing that we start the project. We will reach out to Mrs. [redacted] to discuss an extension in the warranty.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had nothing but trouble with my [redacted] Pool right after the installment. Everything was going wrong & has continued to do so throughout this entire year. I am only asking for 3 things from [redacted]: 1.Another year's warranty since my warranty expires on 8/5/16; 2. my entire deck needs to be replaced; 3. I did sign to pay for the pool, a deck, cement around one side of the pool, etc., but I found out from 3 pool experts who came to my home separately that I overpaid by $30,000 for this entire job. I want to be refunded for some of this because I've had to endure a "lemon" for a pool. Mr. [redacted] says some complaints to [redacted] were my problems - that may be so, but I was told the night the pool was finished that I would only have to clean the filter every 6 months & the same was true for adding salt to my salt water pool Both of those statement were NOT true. The filter needs to be cleaned monthly & my panel showed a red light over & over claiming I needed to add salt. Then the entire salt system stopped working! These are the things I've had to deal with & it is crazy to spend all the $$ for a pool that has truly been a lemon. I want [redacted] to do the 3 items I mentioned above - at the very least! Mr. [redacted] has danced around those 3 issues & won't comply. I have also been seeking help from a troubleshooter at NBC for help. Sometimes items aren't working correctly - I understand that, but an entire year's worth of problem after problem with this pool? Really? I don't think I am asking for much! Please comply with my 3 items Mr. [redacted]! That is the least you can do at this point!
Final Consumer Response /* (2000, 11, 2016/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2016/07/28) */
We received an email from Mrs. [redacted] this afternoon with the following:
"Thank you [redacted], for sending me this email message.
I am grateful to hear that my warranty for the pool has been extended for another year as of 8/5/16. That is actually the day of my birthday so that is a good gift!
I will see how the deck progresses within the next month or so. Hopefully it will be ok & it will fade to be one shade of gray. You have been very helpful to me & I do appreciate it. I have really been stressed about having a pool for almost one year that has not worked normally.
I will wait to hear from [redacted]. about a refund. He did email me about everything I signed up for at the beginning of the pool. I knew it was a lot more than I'd wanted to spend, but I assumed I was paying for the concrete sidewalk, the deck, steps up & down from the deck, etc. Now that I had the 3 experts out separately who all said that I'd overpaid by so many thousands of dollars ($30,000 to be exact) & since this pool has caused me so much trouble, I should definitely be reimbursed. I hope [redacted] will be in touch with me about this soon.
Thank you for getting back to me on this [redacted]. The Revdex.com even said this is a solid case for court if I am not compensated money-wise & for the pool being fixed completely. It's been a real struggle.
Again, I appreciate your help in this [redacted].
Regards,
[redacted]"
Therefore, it sounds like the only remaining issue is the refund she is requesting. We are happy to stand behind the work that we have performed. However, a $30,000 refund is completely ridiculous. There will be no refund issued for work that was completed for the price that was agreed upon.

I am rejecting this response because: Secard Pools refuses to take any responsibility for the errors of a former employee. However, I will not be pursuing this matter any further through this channel, as I accept the limitations of the Revdex.com's intervention, given that I have no video records to provide of my exchanges with the employee in question nor audio records of my phone exchanges with another employee confirming the first's error. I cannot claim to be "satisfied" with the result of my complaint, nevertheless, as I stand behind my claim that Secard Pools is a bad actor in this matter.