Backyard Showcase, LLC

I have read the complaint that was submitted carefullyThe *** have had warranty issues While I can understand customers having frustrations (especially during peak season), the statement of myself "rarely responding and not seeming to care" is
completely I have responded in a timely matter to every inquiryI have given estimated timelines ,unfortunately with as much rain as we have received in the area about a month ago and as busy as all the subs have been in this area of work to catch up it has been very difficult to complete as fast as customers may wantFurthermore Mrs*** has been the primary person in contact with myself and Mr*** has only contacted me approximately half of the timesThe nature of my business keeps me driving lots and in lots of extreme weather and physical conditionsWhen I do get a chance to respond I do so as soon as possibleI in fact went to the *** myself initially to trouble shoot the problem which was dirty water coming into the pool from the auto fill lineI was told by mrs*** that they had not had their sprinklers on in a long time I ran all the zones and they had a crack in the sprinklers and informed them that they would need to have the lawn person fix as it looked as if a mower ran overThere are locations where they could share the same water supply lineAfter that she texted and informed me that it was still doing the sameI at that point asked if she would turn the valve off and I would coordinate my plumber to come out and lookWhile the auto fill needed to be fixed it is a luxury to the pool and not a vital part of it working correctlyDuring the time we were waiting for plumber to free up and be able to make it out there she informed me that the cleaner seemed slower and perhaps not working rightI then informed her that that is usually due to the filter on the pool being dirty and thus not getting enough pressureThe plumber came out the first time to evaluate the situation and it was determined that he would need to cut the deck concrete so that he could repair the cracked pipe to the autofill and would need to come back a different day when he had the tools with him to do sothe plumber has completed the autofill line repair and I have informed Mrs*** that I will have the concrete fixed and am waiting to hear from my deck guy on the spray deckI have been informed by the plumber that the cleaner itself had a broken valve (looks like user error as it is crack all around where it fits into the wall) .I have since sent in a warranty ticket with *** pool as all the *** equipment has a year warranty ( not year as Mr*** mentioned)
Also, on decking or plumbing issues aside from the equipment warranty If I have been informed during the year warranty for craftsmanship and told a customer that I would fix a problem I would absolutely honor that commitmentI have further more met and completed all issues prior to this issueThis problem will be completed and is still in the middle of the process now that we have been able to pinpoint and clarifyRegards,
Jason M***

I have read the complaint that was submitted carefully.The [redacted] have had warranty issues .While I can understand customers having frustrations (especially during peak season), the statement  of myself "rarely responding and not seeming to care" is completely false .I have responded in a...

timely matter to every inquiry. I have given estimated timelines ,unfortunately with as much rain as we have  received in the area about a month ago and as busy as all the subs have been in this area of work to catch up  it has been very difficult to complete as fast as customers may want. Furthermore Mrs. [redacted] has been the primary person in contact with myself and Mr. [redacted] has only contacted me approximately half of the times. The nature of my business keeps me driving lots and in lots of extreme weather and physical conditions. When I do get a chance to respond I do so as soon as possible.I in fact went to the [redacted] myself initially to trouble shoot the problem which was dirty water coming into the pool from the auto fill line. I was told by mrs. [redacted] that they had not had their sprinklers on in a long time  . I ran all the zones and they had a crack in the sprinklers and informed them that they would need to have the lawn person fix as it looked as if a mower ran over.There are locations where they could share the same water supply line.After that she texted and informed me that it was still doing the same. I at that point asked if she would turn the valve off and I would coordinate my plumber to come out and look. While the auto fill needed to be fixed it is a luxury to the pool and not a vital part of it working correctly.During the time we were waiting for plumber to free up and be able to make it out there she informed me that the cleaner seemed slower and perhaps not working right. I then informed her that that is usually due to the filter on the pool being dirty and thus not getting enough pressure.The plumber came out the first time to evaluate the situation and it was determined that he would need to cut the deck concrete so that he could repair the cracked pipe to the autofill and would need to come back a different day when he had the tools with him to do so.the plumber has completed the autofill line repair and I have informed Mrs. [redacted] that I will have the concrete fixed and am waiting to hear from my deck guy on the spray deck.I have been informed by the plumber that the cleaner itself had a broken valve (looks like user error as it is crack all around where it fits into the wall) .I have since sent in a warranty ticket with [redacted] pool as all the [redacted] equipment has a 3 year warranty ( not 1 year as Mr. [redacted] mentioned)Also, on decking or plumbing issues aside from the equipment warranty . If I have been informed during the 1 year warranty for craftsmanship and told a customer that I would fix a problem I would absolutely honor that commitment.I have further more met and completed all issues prior to this issue.This problem will be completed and is still in the middle of the process now that we have been able to pinpoint and clarify.Regards,Jason M[redacted]