Baker Services Inc.

Review: I contacted this company to come in and see why my pool filter was not working correctly. They came and fixed my motor on my filter and also sold me a new filter and charged me over $600.00 which I agreed to pay. The gentlemen was trying to prime the new filter and all of a sudden my pool liner blew up. The entire liner is in shreads! He advised me he has never seen this happen and doesn't know what caused it. I asked if they were going to replace the liner or give me some kind of discount and they said no it was not their fault. I had other pool companies come in to give me an estimate on my liner and they also said that they have never seen anything like that happen and the Baker Service should of at the very least offered to help us out with a new liner or something.I called them and the Customer Service rep I talked to was very ignorant and said they did everything they were supposed to do and they are not responsible for anything that happened they just think the liner was old.I did pay this company for the work they did. But I would not recommend them for anyone else due to their ignorance and the shabby work they did on hooking up my filter. It was a very sloppy job to say the least and I now have to pay thousands of dollars to repair my pool.Desired Settlement: I am sure this company has insurance for things like this and I would expect them to pay for my new liner. They did the work and could not explain how this happened. I would not want them to do the work due to their ignorance but I would like monatary compensation.

Business

Response:

This letter is in response to the above referenced customer complaint.

Our first contact with the customer was a service call request by the husband due to a pump leak on an indoor pool. The service call was performed on 4-25-13. At that time there was a leak coming from the shaft seal of the pump. The pump was removed to repair at our shop, The husband stated to the serviceman that the pool had drained itself below the steps and had to refill it prior to the service call. The customer obviously had a leak in the pool liner. He also stated that the liner was over 15 years old. The serviceman recommended it be replaced. Sincc we do not replace liners, we referred another company Lo do the repair,

On 4-29-13 we returned with the repaired pump and reinstalled it. Water flow through the system was diminished. The service tech determined that the filter cartridges were very dirty and quite old. We recommended the cartridges be replaced. Since the filter assembly was manufactured in September of’96, the customer decided to replace the filter assembly. The system was left running (with the diminished flow), but the customer had to keep adding water due to the leaking pool liner. Since the pool is in ground and indoors, water was getting behind the liner and not dissipating quickly.

On May 5th we return to install the new filter assembly. Prior to this servicc call, the company we recommend had given the customer a quote to replace the liner. Once the new filter was installed and lull flow was established the liner failed, ripping completely around the pool. We came to the conclusion that with water behind the liner and the increased flow and agitation of the water, caused the complete failure. The husband

wasn’t at all surprised this happened due to the age of the liner. Our technician left out pump with the husband to pump the water out of the cavity of the pool.

A few days later the wife came in to our store and was talking to us about the liner and what we thought happened that caused the failure. We discussed having the liner replaced and we recommended the underground piping tested at the same time to avoid any additional problems.

About a week later the wife called the store complaining that we caused the liner failure and demanding we do something about it. She wanted compensation for the replacement. She was told that there is nothing we could have done by repairing the pump or replacing the filter that could have caused a liner failure. We stand behind our repair work, but are not responsible for problems beyond our control such as an 18 year old liner that was failing.