Backyard Masters

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

[redacted] ** [redacted] *** [redacted] November ***, Dear [redacted] , As previously stated, and written in the sales contract, Backyard Masters sub contracts the installation of all poolsIn this case Antonio, the salesman, may have called the installer, but the estimate was still provided by the installer Sometimes the cost of installation can change depending on a variety of factors This would always be determined by the installer and explained to the customerIf [redacted] had concerns with the cost of the install, she should address these concerns with the installer, as explained to her on the day of the installation [redacted] chose to have her pool installed at the price the installer charged herThe installation process is always explained to our customersBackyard Masters only provides an estimated cost of installationIf an installer deems there to be additional cost once a site inspection is performed or on arrival for the installation, this would be dealt with between installer and the customer

Tell us why here
Backyard Masters is responding to ID#***If you have any questions please give us a call at ###-###-####
*Please confirm receipt of this email*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

To Whom It May Concern,
Backyard Masters was contracted by [redacted] to order and install a safety fence. [redacted] left a $300 deposit, which went toward the order and measurement of her safety fence. Once our employee goes to the home to measure, the deposit becomes...

non-refundable. 
After Backyard Masters measured and ordered the safety fence, we received a charge back letter from merchant services. Backyard Masters disputed the charge back because we had already measured and ordered the safety fence for [redacted]. 
As of 9/**/2017 we have come to an agreement with [redacted]. Backyard Masters will refund her $300 deposit once the case is settled with merchant services. We're simply waiting for their documentation. Once received, we'll process the refund.
Please let us know if you require additional information for this case.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and...

have determined that my complaint has NOT been resolved because:

The contract states that BYM's Installers provide the sand. I did NOT in anyway negotiate with the installer. ANTONIO the salesman did. Perhaps this is not your normal practice, but this is what happened in my instant. Antonio called the installer and made the deal and hand wrote it on our contract, which may not be your normal practice but this is what in-fact happen. His exact words were " I will write this down so you have no issues during installation"... Almost as if he knew there would be an issue... Also, we were not going to purchase the pool if the installation price was too high and we told Antonio that , which is why he called the installer to work out the costs prior to us purchasing the pool, because he wanted to make the sale. I am not asking for a ton of money back. I just want the cost of the sand and overage I stated. A company your size should be ashamed of yourself to even argue for the 500 dollars. Customer satisfaction should be more important. Also, on my contract which you have copies of it states a pool cover that was never shipped and I had to purchase on my own as well. You have not met up to all the things promised and you continue to argue what should be mere pennies for a company your size. You should be really embarrassed running this scam!!! Your salesman is at FAULT. He made a deal and a promise that he could not keep, just trying to make a sale. SO your store should be responsible for that. Perhaps its not customary for you to negotiate the installer but he did!!! That's why he wrote it on the invoice what was included. BUt on your contract SAND is clearly included it says BYM Installers provide... Hence YOUR installers, which is who came... SO there for the sand and blocks were in the cost!!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]  **  [redacted] November [redacted], 2016 Dear [redacted], As previously stated, and written in the sales contract, Backyard Masters sub contracts the installation of all pools. In this case Antonio, the salesman, may have called the installer, but the estimate was still provided by the installer.  Sometimes the cost of installation can change depending on a variety of factors.  This would always be determined by the installer and explained to the customer. If [redacted] had concerns with the cost of the install, she should address these concerns with the installer, as explained to her on the day of the installation. [redacted] chose to have her pool installed at the price the installer charged her. The installation process is always explained to our customers. Backyard Masters only provides an estimated cost of installation. If an installer deems there to be additional cost once a site inspection is performed or on arrival for the installation, this would be dealt with between installer and the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have to disagree, on the contract it does not state estimate. Antonio said "I will write it down so there are no issues or surprises". The contract you have says that BYM installers provide sand and blocks. Its written clearly. The bank in fact has already agreed with our claims. Your salesman made the deal. We did not negotiate with your installer. Again perhaps that is not the way you normally do business but that is in fact how he handled our sale!!! You should honor the deal that your salesman made. Also, on the receipt you were supposed to supply a pool cover that never came and I had to buy out of pocket. I will not change how I feel and apparently you won't either so I guess there will be no resolution. Poor business on your part. Your salesman made an error, its on your contract and you should stand by that. Again, he told us that was the price because we told him if we did not know the exact cost we did not want to purchase the pool. SO in order to make the sale he gave us a price, wrote it down and said I will do this so there are no surprises and problems. We told him to be sure because we did not want any headaches or surprises and he said "I do this all the time". SO again your salesman made the error it is on him to honor this!!!!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]The following complaint number [redacted] has been resolved, but here is our response to [redacted] statement.The initial request for a warranty...

replacement was sent to the Manufacturer on August [redacted], and the approval was granted on September [redacted]. On September [redacted], we informed [redacted] that we did not have this particular Filter Tank in stock, but the manufacturer will be sending us a replacement. We suggested, if the filter was still usable, to continue using the filter tank until the end of the season, and we will replace the filter tank as soon as we received the replacement from the manufacturer. Three weeks later, we informed [redacted] on September [redacted] that the replacement filter tank had still not arrived. It is common for shipments from this particular manufacturer to take up to 4 weeks to be received. We contacted [redacted] again on October [redacted], and informed her that her filter tank had come in. Seeing as it was the end of the season, we agreed to deliver the tank and install it next spring. The filter tank was delivered October [redacted], and agreements have been made with [redacted] to install her new filter tank come next season. Sincerely,Dean Salvani

Review: Purchased a pool cover and it came with a 1 year warranty no charge. We went to the store before the year was up because we had a problem with it and the store manager said he would not honor the warranty because we had a hurricane 6 months earlier and said he did not want to get stuck with it. It turned out he was the owner. We called the company who said they would honor the warranty but we had to send them $20.00. This is not what the warranty states and it is not fair.Desired Settlement: All I want is a replacement cover as stated in their warranty.

Business

Response:

Dear [redacted],

[redacted] is being highly unreasonable. Pool covers are covered under normal use and wear and tear, not from the likes of hurricane winds from hurricane Sandy. This is the reason the

manufacturer is charging $20.00 to replace his cover which is stated in [redacted]'s warranty. We do not manufacture the cover and [redacted] should put in an insurance claim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have the warranty here and nowhere on here does it say there will be a $20 charge. Swimline says to go to the store and the store says he is not responsible. He is also not a very nice person. It says all covers are to be returned to the dealer. Yet the Dealer, Backyard Masters says no. When you buy a toaster from Target that is defective you don't go to the manufacturer you return it to Target. I don't know why they are giving us such a hard time. When I originally called the store a worker told me to cut a piece of the cover and bring it in then they would replace it. That was their policy. I did not want to cut it so I brought the whole cover, Backyard Masters would not even look at it. He was just nasty to us.

Thank you for your help.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern:

[redacted]'s warranty is with his pool cover's manufacturer, Swimline. Backyard Masters is no longer a Swimline dealer so we cannot file any warranty claims. The customer must do it directly themselves or go through another Swimline dealer. Sorry, but we have no recourse other then [redacted] going back to the manufacturer, Swimline. There is nothing else we can do.

Best Regards,

Backyard Masters Management

Review: I had come in the store on January ** to look into getting a pool. We had sat down with Jesse and gone over everything and we were ready to move forward and left a $500.00 cash deposit. Within the next few days my wife and I had incurred some unexpected cost and did not deem it wise to go forward with a $30,000 investment at the time. I had notified Jesse of this and told him that my wife would be by to pick up the deposit. The first time she had come in they had said they had no cash at the store and the owner was not on to write a check. I then had talked to him again and he gave me another day to go and pick up the check. When my wife came in for a second time again no check. At this point I asked Jesse to just mail a check because I cannot waste time going back and fourth. On February * he had told me he was mailing the check in a little bit when he got to the office. This was obviously not done and I am now still waiting. I have attached screen shots including the phone number he gave me to prove what I am saying is accurate. As a business owner myself this is not the way to go about things and we have purchased things from your store in the past and never had an issue.Desired Settlement: All I want is my $500 deposit back it is not stated anywhere on paperwork that it is non refundable

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My pool equipment(heater, pump and salt water chlorinater) were destroyed in hurricane Sandy. I went to Backyard Masters to get a quote on the replacement eguipment. The salesman, [redacted], quoted me a price and informed me that since the equipment being replaced was exactly the same as the existing equipment, "his guys" would take care of the complete replacement including the plumbing and electric. I ordered the equipment. After no contact for approximately 2 months, several phone calls to the store and visits, I finally begged to have the equipment installed before my niece's graduation party. I received a call that the equipment was going to be installed but I had to pay in full first, which I did. I was hesitant to do so because of a problem with the original installation of the pool that took 3 months to resolve. They sent the installer who removed the old equipment and put the new in place but said he could not provide the electric and plumbing hook-up. When I informed him that the salesman told me it included both he said he couldn't do it. They sent al electrician out to provide the electrical installation but it was not working. I left 3 messages at the store and 2 in persona and no response. After being disgusted and wanting the equipment in working order I was forced to hire my own electrician and plumber who correctly provided the plumbing and electrical hook-up. I called my credit card company to dispute the charge and it is currently being reviewed. All I want is a refund for the amounts I paid the electrician and plumber to complete the installation. The invoice does not exclude or state that the electric and plumbing is included but the salesman informed me that it was. I trusted them and felt no need for them to separately state it on the invoice. I tried to resolve this with them directly but they were unresponsive.Desired Settlement: Refund of electric and plumbing installation charges paid by me to others. $1,000.00.

Business

Response:

In regards to [redacted]'s complaint, her order was exactly what she said; remove, supply and install a pool heater, two pumps and salt water chlorinator that were damaged by the storm which we did in fact complete. However, Backyard Masters does not repair or replace severely damaged gas or electric lines. This is stated on her invoice. These services must be proved by LICENSED PLUMBERS AND ELECTRICIANS.

Also note that when [redacted]'s pool was built, she hired a licensed electrician and plumber to run this lines initially. Why she would think otherwise after they were damaged by the storm, we do not understand.

Our invoice states "NO ELECTRIC" on her invoice which she signed. We were hired only to replace equipment, not run lines that we are not licensed to do. Nowhere on the customer's invoice does it state that we are running gas or electric lines. We are sincerely sorry for [redacted]'s loss.

Best Regards,

Backyard Masters Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Backyard Master’s response is incorrect. There is nothing stated on my invoice that claims they do not repair or replace severely damaged gas or electric lines. There’s nothing on the invoices that states “NO ELECTRIC” as they claim. I’ve attached a copy of the invoice for your review. Additionally my gas and electric lines were not severely damaged by the storm. All that was required was a reconnect of the gas and electric. Again, the salesperson told me it was included in the price. The store is stating that they do not do any electric or gas work so then why was I informed that they would do a simple reconnect by the salesperson? If the salesperson misrepresented the store, that is not my problem. Again, of course I hired a licensed electrician on the original installation which was required of me. I was told by their salesperson that this reconnection of the electric and gas was a simple task and could be done by his installation “guy”. How was I to know that it should have been separately stated on the invoice?

Sincerely,

Consumer

Response:

[redacted] please find a copy of the invoice attached.

Thank you,

Business

Response:

To Whom It May Concern:

We are sorry if there was some sort of misunderstanding between [redacted] and our salesman, but we do not nor have we ever repaired or replaced gas or electric lines. These services must be done by a licensed plumber or electrician.

Again, when we initially built [redacted]'s pool, she hired a licensed electrician and plumber to run these same lines. Why she would think otherwise after they were damaged by the storm, we do not understand!

I am sorry but at this point in time, we will no longer be responding to this matter.

Best Regards,

Backyard Masters Management

Review: When Backyard Masters came to open up our pool this year on May **, 2013, their serviceman was unable to due to the pool heater being broken. Their own serviceman they sent(who was an outsourced person), named [redacted] of Summer B's Pools (phone # ###-###-####) told me the reason the heater was broken was due to the fact the pool was not winterized properly and the water was not blown out the pipes and basically, water stayed in the heater pipes and froze and burst the pipes. Backyard Masters was the company I have used from the beginning (to create and service the pool) for my pool and they were the company who negligently winterized the pool the prior year. I contacted Backyard Masters immediately who did not deny the wrongdoing but said to contact [redacted], who is the Aqua Comfort Heating Manufacturer representative they use (this is the heater I had installed by Backyard Masters). [redacted] instructed me to contact one of the companies they use to service their heaters, which is Pools by [redacted] (###-###-####). I let Backyard Masters know this was the plan at that time though they never followed up on this themselves. The [redacted] by [redacted] himself came to inspect the heater and he said there was no question that the heater was broken from improper winterization(The Aquacomfort people nor the Backyard Masters people ever came themselves to look at anything) and he said he would sign on the dotted line this was the case. He contacted the AquaComfort company himself explaining the broken heater was due to improper winterization. I informed Backyard Masters of this and tried to get them to work with me but they never got back to me about anything. Instead of waiting a whole summer to see if Backyard Masters would ever return my call or do anything, I had the pools by [redacted] people replace the broken heater. I left over a dozen messages with Backyard Masters that I was doing this but they never returned my call. In fact, the only time Backyard Masters ever returned my calls(I called more than once a week) was over 6 weeks later when I sent them a letter informing them that if they do not respond to me and work with me on compensating me for their negligence, I would bring them to court. Even at that time, all they said was, contact [redacted] which I proceeded to do and again, neither he nor Backyard Masters ever got back to me or followed through with anything. At that time, I was improperly accused of hiding the old heater and that it was never really truly broken. I reminded them that I asked them to look at the heater but they never came to the home or cared about it enough to do anything or inspect it. I then informed him that I never got rid of the heater but I still have it on my property and that they could come and inspect it themselves if they did not trust the opinion of the heater servicing company that they themselves sent me to initially(as well as their own serviceman telling me it was broken from their negligence)

I am asking Backyard Masters to reimburse me the $4,779.72 needed to replace and install the new heater. (This does not even include the initial service call of $308.61 I paid to have the heater inspected and looked at when it was confirmed it was broken)Desired Settlement: I am asking Backyard Masters to reimburse me the $4,779.72 needed to replace and install the new heater. (This does not even include the initial service call of $308.61 I paid to have the heater inspected and looked at when it was confirmed it was broken)

Business

Response:

Dear [redacted]:

I would like to respond on behalf of Aqua Comfort Heat Pumps to the complaint from:

[redacted]

[redacted]

[redacted]

[redacted]

Pool Dealer:

Backyard Masters

[redacted]

[redacted]

[redacted]

According to Aqua Comfort’s records a model AC 110 Heat Pump with serial number # [redacted] was installed at the [redacted] residence by an Aqua Comfort dealer Backyard Master Pool Company in 2010. The unit was sold with a factory warranty (see attached) that was for 1 year parts and labor and an additional parts only warranty on the compressor and heat exchanger. [redacted] labor warranty expired in October of 2011. Aqua Comfort acknowledges that [redacted] has a service issue with his unit. However, at no time did anyone at Aqua Comfort or Backyard Masters authorize [redacted] to purchase a new competitive brand of heat pump. He made that decision for himself on the $4,779.72 purchase. Our warranty clearly states that the liability shall not exceed the cost of the repair or replacement of defective parts. [redacted] decision to buy a new unit is not and will not be covered under our warranty program.

LIMITED WARRANTY - HEAT PUMP POOL HEATERS

AQUA COMFORT TECHNOLOGIES INC. (ACT) warrants only to the original owner, the HEAT PUMP POOL HEATER to be free of defects in materials and workmanship for a limited ten (10) year term as follows: One (1) year full parts and labor, years two (2) through ten (10) the compressor and heat exchanger (part only). This warranty does not include transportation charges for equipment or component parts to or from the factory. This warranty is valid only in the Continental U.S. The labor for repair or replacement of defective parts will be provided by ACT subject to the conditions of this limited warranty.

THE EFFECTIVE DATE OF WARRANTY is the date of installation, if properly documented, otherwise the date of manufacture plus three (3) months.

THIS WARRANTY WILL NOT APPLY TO: A) Malfunction or damage resulting from installation, operation, maintenance, voltage conditions, or service not in accordance with ACT specifications. B) Malfunction or damage due to the failure to perform normal maintenance as outlined in the Owner’s Manual. C) Malfunc­tion or damage due to conditions not intended for original use of the unit. D) Malfunction or damage due to negligence, abuse, freezing conditions, accident, or acts of God. E) Malfunction or damage from plants or animals. F) Malfunction or damage from the attachment of accessories not authorized by ACT. G) Unnecessary service calls due to erroneous operational reports, maintenance and electrical service. H) Units sold outside the continental United States.

SERVICE PERFORMED WITHIN THE WARRANTY PERIOD must be approved by ACT PRIOR to service being performed, and must be performed by an authorized technician. The warranty is void if the unit is repaired by anyone unauthorized by ACT. Reimbursement for replacement parts or repair services that are not authorized or performed by ACT are not covered under this limited warranty.

WARRANTY PARTS will be replaced or repaired at the discretion of ACT. Shipping of warranty parts is not included. Defective parts must be returned to ACT within the warranty period for validation. ACT is not liable for the labor involved in the unauthorized repair, or replacement costs including parts and labor. This warranty is in lieu of all other warranties, expressed or implied, written or oral. The liability of ACT shall not exceed the cost of the repair or replacement of defective parts; ACT is not liable for damages of any sort whatsoever, including incidental and consequential. There are no implied warranties of fitness for a particular purpose that apply to this product.

However, Aqua Comfort is willing to pick up the original Aqua Comfort unit at [redacted]’s home and offer a factory repair for the unit at our [redacted] manufacturing facility. Once the unit is repaired, we will deliver the unit back to the [redacted] residence. Our engineering department will determine the cause of the damage and issue an official report of cause after examination. Aqua Comfort will return the unit to manufacturing specifications with no labor charge to [redacted] as a goodwill gesture. The freight to and from [redacted]’s home is not covered (see warranty page 14 H.O. Manual).

Aqua Comfort will go above and beyond to repair the unit for [redacted] in a timely manner. Please have [redacted] contact me directly to schedule pick up and start the repair process.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if given a choice, I would still prefer Backyard MAsters to pay for the damage they caused since I am not saying it was the heater that was deficient but that it was the servicing company for the heater, backyard masters, who was negligent in servicing the heater and broke the heater beyond repair. If Acqua Comfort says that they can fix the heater, then I have it ready for the pickup and I appreciate their willingness to rectify the situation. If they are unable to fix the heater, will they be sending me a new one?

Sincerely,

Review: On May **, 2013 I purchased a Napoleon Mirage Grill for the amount of $1,199.99 at the Backyard Masters store from a salesperson named [redacted]. I was told that the grill would be delivered sometime on May **, in time for a Memorial Day Barbecue. I also purchased a cover for the grill in the amount of $69.00.

The grill was delivered in the rain on May **, 2013 by two delivery men. When they placed the grill on my back deck, the doors fell off. They looked for a manual but didn't have one so they tried to reattach the doors. They laughed as they tried to once again assemble the doors and after two attempts and what seemed like the doors were ok, I requested that they write on the delivery slip that the manual was missing which they did ( enclosed slip). I covered the grill since it was raining.

The following day my husband uncovered the grill and the doors once again fell off. Upon closer inspection we noticed that the sides of the grill were damaged as well. We immediately called Backyard Masters. I spoke with [redacted] and I was told someone would get back to me by the name of [redacted] from the delivery dept. I requested that the grill be returned and my money refunded. I waited and no one returned the call for 5 days when I called again and spoke to [redacted]. She seemed surprised that [redacted] had no gotten back to me and assured me that he would. Again I waited another few days and no one returned my call. I once again called [redacted] and told her that my husband had filed a complaint with American Express. [redacted] said that once we contacted American Express that she could no longer deal with me and that it was in the hands of the credit card company. I asked what this meant and she told me that the store might have worked with me but now they would no longer since I had lodged a complaint.

American Express could not help me since I signed the delivery slip stating that it was in good shape. I was deceived by the delivery men who quickly got me to sign the slip in the rain. I believe they may have dropped this grill when taking it off the truck.

I am appalled by the lack of response on the part of the store. I have called and spoken to [redacted] in the delivery dept. more than 6 times and each time he has told me he would speak with the owner and get back to me. He has never called me back. All I ask at this point is that the barbecue be returned and my money refunded in the amount of $1,199.00 plus $90.00 delivery charge and $109.54 taxes for a total of $1,399.53. If my money is not refunded then I would settle for a new barbecue, not a repair of the defective one delivered to my home.Desired Settlement: I do not want this grill repaired, instead I would like a new grill or preferably my money refunded.

Business

Response:

To Whom It May Concern:

Backyard Masters has a delivery slip that was signed by the customer that the grill was delivered and accepted in good condition. A copy of this signed delivery is attached to this response.

Best Regards,

Backyard Masters Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The delivery was delivered in the rain and I was deceived into believing that the men had corrected the problem when they had not. They rushed out before I could see the damage. I called the store and they did not get back to me.

Sincerely,

Business

Response:

Backyard Masters, stands by our previous response that was sent on 10/*/13

To Whom It May Concern:

Backyard Masters has a delivery slip that was signed by the customer which stated that the grill was delivered and accepted in good condition. A copy of this signed delivery slip is attached to this response.

Best Regards,

Backyard Masters Management

Backyard Masters will no longer respond to this complaint. We are sorry, but we cannot replace anything for free or refund the customer which is what the customer is requesting when it was delivered in good condition.

We will provide the attached delivery slip again to this response.