B & W Builders

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

Initial Business Response / [redacted] (1000, 5, 2016/07/27) */ Contact Name and Title: [redacted] Operations Mgr Contact Phone: (XXX) XXX-XXXX Contact Email: ***@secardpools.com To say that we are terrible about fixing problems is a serious stretch of the truthIn fact, I think what makes our company great is that when there is a problem, we never turn our back on our customersNo matter the severity or simplicityWe have been to Mrs [redacted] 's home for warranty related issues and non warranty related issues as wellEach visit has been timely based on the urgency of the problemOn 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 maintainI would not like to see Mrs [redacted] to disappear as she's statedAs a matter of fact, a great majority of our business comes from returning customersWe appreciate her business and hope to serve her in the futureAs far as the pricing of the pool goes, each of our customers is given a custom estimate based on their designIt is not until they are in agreement with the design and pricing that we start the projectWe will reach out to Mrs [redacted] to discuss an extension in the warranty Initial Consumer Rebuttal / [redacted] (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 installmentEverything was going wrong & has continued to do so throughout this entire yearI am only asking for things from [redacted] : 1.Another year's warranty since my warranty expires on 8/5/16; my entire deck needs to be replaced; I did sign to pay for the pool, a deck, cement around one side of the pool, etc., but I found out from pool experts who came to my home separately that I overpaid by $30,for this entire jobI want to be refunded for some of this because I've had to endure a "lemon" for a poolMr [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 months & the same was true for adding salt to my salt water pool Both of those statement were NOT trueThe filter needs to be cleaned monthly & my panel showed a red light over & over claiming I needed to add saltThen 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 lemonI want [redacted] to do the items I mentioned above - at the very least! Mr [redacted] has danced around those issues & won't complyI have also been seeking help from a troubleshooter at NBC for helpSometimes 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 items Mr [redacted] ! That is the least you can do at this point! Final Consumer Response / [redacted] (2000, 11, 2016/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 9, 2016/07/28) */ We received an email from Mrs [redacted] this afternoon with the following: "Thank you ***, 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/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 soHopefully it will be ok & it will fade to be one shade of grayYou have been very helpful to me & I do appreciate itI 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 refundHe did email me about everything I signed up for at the beginning of the poolI 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, etcNow that I had the experts out separately who all said that I'd overpaid by so many thousands of dollars ($30,to be exact) & since this pool has caused me so much trouble, I should definitely be reimbursedI hope [redacted] will be in touch with me about this soon Thank you for getting back to me on this ***The Revdex.com even said this is a solid case for court if I am not compensated money-wise & for the pool being fixed completelyIt's been a real struggle Again, I appreciate your help in this *** Regards, [redacted] " Therefore, it sounds like the only remaining issue is the refund she is requestingWe are happy to stand behind the work that we have performedHowever, a $30,refund is completely ridiculousThere will be no refund issued for work that was completed for the price that was agreed upon

We do not charge to come to a customer's house for a site evaluationIt is not until the customer decides that they would like to make a purchase that we collect a deposit towards that purchaseSome customers make that decision in our store and some make that decision at their homeIn 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 purchaseOnce the purchase was made, measurements of their property were taken and plans were drafted up for their new pool design based on their specificationsDue to the setback requirements for their area, the pool size that they bought would not fit and needed to be adjusted accordinglyThe customer later decided after the plans had been drafted to cancel the transactionBecause 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 purchaseCertainly we didn't assume they were going to purchase $1,in chlorine for a pool they didn't haveWe were simply trying to work with a customer that clearly was not going to take ownership in their decisions on the transactionWe are not a company that has been in business for nearly years by falsely keeping peoples deposits for work not performedAlthough our contract clearly states our refund policy and work was performed, if this customer-feels they were misled, we're happy to return their depositThey can contact me directly to process this request at [redacted]

We back up our products and the work we performWe put warranties in place to give our customers the assurance that we will stand behind our workHowever, we frequently go above and beyond what is required of us in the warranties to take care of our customersSuch as this instance where we repaired a liner that was clearly damaged by the homeowner at no chargeUnfortunately we were not given an opportunity to offer that service this timeHad we been given the chance, we may have been able to repair the problem without having to replace the entire linerUnfortunately this customer did not give us that opportunity and instead called out another "expert" who instead of offering helpful advice to save a year old liner told the customer the liner was bad and to sue Secard'sOf course, so he can get another saleI would suggest to any other customer's to call us (the real experts) first so we can steer you in the right directionWe are not a company that thrives off of upselling customers on items they do not needOn another note, we may be great at building pools but we are not the best at hacking emailsThat's a new one

I am rejecting this response because: Secard Pools refuses to take any responsibility for the errors of a former employeeHowever, 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 errorI 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

We offer floor plans for our spasBench or LoungeHaving choices helps narrow the window for errorMrs [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 preferOur website also clearly indicates our models and the "bench" model is shown with a clear picture of the unitUpon delivery Mrs [redacted] signed the delivery confirmation acknowledging receipt of the correct model spa and accepted deliveryIf the wrong model arrived the delivery should have been refusedIf 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***'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 acceptedNo refund of any kind will be issued