Bays Affordable Pool Tile Cleaning

This is a letter from our service representative in response to Mr [redacted] 's complaintBut a side note should be mentioned, the $that Mr [redacted] is disputing is not for simply January service like he stated, it is for the partial December and all of January serviceSo Mr [redacted] has not paid any money to us when he received a full month and a half of service, plus all of the extras our service repdetails in his letter [redacted] Bays Affordable had an account with this address for a number of years to provide “Full Service” pool maintenanceThis house is located on several acres, with grape vineyards to the rearThe pool is not directly behind the house, as is common on small residential lotsThe pool sits to the North east of the residence, adjacent to the garage and large drivewayA wood fence borders the South and east sides of the poolA large wall of overgrown shrubs covers the West chain link fenceThe majority of the North chain link fence is open to a view of the vineyardI personally provided service at this location for approximately two yearsFull Service entails netting debris out of the pool, brushing underwater surfaces, emptying collection baskets, and maintaining pool chemicalsThis is done each week, I serviced this pool on WednesdaysAdditional services are commonly performed at additional costs, i.e., repairs, filter cleaning, equipment install, etcThe pool at [redacted] had a number of preexisting conditions when I began serviceOf note, the pool had a substantial leak causing the water level to drop below the skimmer line each week, brown water coming from the well water, and the pool also had spots of black algae on the plasterOn multiple occasions, I spoke with the former homeowner about these problemsShe was a very nice elderly woman, with a number of health issuesOn one occasion, she explained to me she wanted to address the pool issues, but was on a fixed incomeTo address the leak/water loss, she would have a garden hose trickle new water into the pool 24/If this hose was not left on, the pool would drain and cause the two pumps to run dryShe told me she had to replace at least one pump in the recent years after it stopped working for that same reasonShe feared the same would happen againShe told me the hose was being turned off by an unknown personWhen she had energy, she would go out to the pool to turn the hose onThis was troubling to me, because she lived alone, used an oxygen tank and walkerWhen she asked me about addressing the black algae and plaster, it's a process that entails hours of draining the pool, treating, and then refilling with new waterI performed the maintenance by diving scuba gear and scrubbing every inch of the pool underwaterThis saved her several hundreds of dollarsI told her about the brown water I noticed coming from the hose near the poolShe said she hadn’t noticed a problem with the water to the houseDuring the years I serviced the pool, I performed repairs to the pool sweep, removed and re-plumbed a faulty check valve, regular filter cleaning, and replace worn parts free of chargeI also installed an automatic water fill device (Pool Sentry) so the water level would stay consistent, not overflow the pool, and she didn’t have to worry about checking on it or falling inDuring the summer of 2017, I began noticing the pool pump was being turned off manually each week, as well as the refill waterWithout circulation and filtration, the water would begin turning green, and the black algae returnedI met with the homeowner multiple times about thisShe did not know who was turning the pump and water offShe said family regularly came to use the pool, but she spoke to them and they denied turning things offThe homeowner was upset about thisI recall we even discussed setting up a hidden cameraOne week in the late summer, I serviced the pool and reset the pump and began refilling the waterI went to a nearby pool service it, then returned to the [redacted] addressUpon my arrival, I observed the residents adult daughter walking away from the pool pumpAs I exited my vehicle, I noticed the water and pump were offI confronted her about this, and she told me she wasn't sure how the pool worked, and thought she was supposed to turn these things offI took the opportunity to teach her about the pool and how the pump operatesSeveral weeks went by, and I began finding the equipment turned off againThis effected the pool water again, and now a rusty brown stain had formed on the plasterAgain after servicing the pool, I returned and noticed the adult daughter standing at the West gate to the pool, looking over to the East where the pool equipment isAs I parked my vehicle, I noticed this woman's teenage son walking away from the pump, which was now turned offWhen questioned why they were still turning off the pump, the woman simply said, “I don’t know, I’m sorry”That was the last time I noticed things turned off, and a last time I recall and encounter with them or the residentOn Tuesday, Dec19, 2017, I received notification that a Mr [redacted] called regarding the pool being “a mess” and [redacted] bottles left by the pool equipmentI called Mr [redacted] to discuss his concernsThis was the first time I learned the house had been soldI knew of the bottles and debris he referred toThey were items that had always been there, and I always assumed belonged to the former homeownerI explained that I don't use [redacted] , and the empty chemical bottles I use are returned to my vendor for a deposit repaymentMr [redacted] expressed quite a bit of frustration with issues at his new houseHe also told me the pool was “covered” with leavesI reassured him that I would be there the very next day for my routine serviceI also explained that the past couple days our area had the strongest winds of the season, following the fallThis had blown leaves and debris in all the poolsMr [redacted] said he wanted to meet with me so I could show him how the pool worksHe said he would not be home the next day (Dec 20), but would meet me the following week (Dec27)During this same phone call, I discussed some issues of the pool and cautioned Mr [redacted] about the brown waterHe told me, “I hope the water is ok, we’ve been drinking it”On Wed Dec20th I serviced the poolThere were leaves at the bottom of the pool, but actually far less than the average I had been encountering considering the recent wind stormOn Dec27th, I met Mr [redacted] for the first timeI noticed different vehicles and a dumpster in the drivewayIt was now apparent that new owners had moved into the houseHe came out to meet me while I was cleaning the poolI explained the above mentioned issuesI turned on the water faucet and showed him the rusty brown water coming out of the linesOn this visit, the auto fill device was actually clogged up with the brown sludge and I had to take it apart to clear itIt clogged up again while I was thereThis sludge is the exact color that had stained the plaster of the poolMr [redacted] told me there were all sorts of problems they were discovering with the house, including an issue with the water wellHe told me they were no longer drinking the water true to health concernsHe shared several complaints about the house and said he had limited recourse because he paid cash for the houseMr [redacted] said he viewed the house months prior, before buying itHe said the pool was beautiful at that time, and looked much worse nowI agreed, and explained the issues aboveI regard to the stained plaster, I told him there were chemical treatments I could tryI advised him that the pool water does not hold chemicals wellThis is common after several years, and its recommended any pool be drained and refilled every 5-yearsI suggested a direct chemical treatment to the plaster at that timeWe both agreed the brown water well issue should be addressed firstDuring that first meeting, I also told Mr [redacted] I had a preplanned trip to take my kids to LegoLand the following week (Jan 3)That week was the ONLY time I would be awayOn Jan2018, I serviced the poolWhen I arrived I found the auto fill was clogged again, and the water level was below the skimmersThe pool pump had turned itself off, due to running dryI addressed these issuesI also did a special treated Ascorbic acid, to try and lighten the stainingI did not see anyone from the house on this dayOn Jan17th, I serviced the poolThe auto fill and pump were working properlyI noticed a tractor parked on the North east side of the pool, and it appeared they had done some recent tractor work near the wellThe Ascorbic acid seemed from the previous week seemed to have minimal effectI performed another treatmentI also replaced a tattered leaf bag on the pool skimmerIn appreciation for being a new customer, and in empathy to his new home frustration, I did not charge Mr [redacted] for the leaf bag or either of the special chemical treatmentsIt should be noted, a result of Ascorbic acid is a dramatic reduction of Chlorine, Ph, and Alkalinity in the pool waterFollowing such treatments, the water has to be balanced againOn Jan24th, I arrived for regular pool serviceWhile I was brushing the walls, Mr [redacted] exited the rear of the house and called out, “We are going to take care of the pool from now on”I was surprised by his sudden curt proclamation and replied, “Oh? So, today is the last day of service?”Mr [redacted] simply said yes and went back into the houseI finished cleaning the pool, added chemicals, and leftMr [redacted] ’s allegation that the former homeowner was taken advantage of is defamatory and completely without meritBy his own admission, she referred us to himMr [redacted] alleges the pool “was completely filthy and had not been netted for months”This exaggerated claim also has no factual basisIf it were true, the pool debris and chemistry would be so bad, the water would look like pea soupI do not dispute that there were minimal debris in the pool that week, but thats what happens in a weeks timeLeaves fall, and wind blowsMr [redacted] asserts that an off site chemistry test is proof the pool was not serviced for monthsHowever, he admits to being present and watching me service the pool twiceHe did not offer a copy of the test or list of what chemicals it was tested forI had informed him that the pool water did not hold chemicals and should be refreshedA test result of low chemicals would be expected after two treatments of ascorbic acidHe stated that he bought pool chemicals after obtaining the water sample, and added them to the poolDuring the weeks of January, including the day of final service, my own water tests showed very low chemicalsThat means the water was getting a double dose of chemicals and still registering lowMr [redacted] has affirmed the water needs to be replaced in order to maintain chemistryFinally, Mr [redacted] alleges he was home and did not see me, therefore I was never there which is not accurateAs described, the pool does not sit directly behind the houseThe chain link fence between the house and pool is obstructed by overgrown bushesNo windows face the East, where I park my marked service truckMr [redacted] would have to show proof he was outside, or watching out his rear windows all day to erase the plausibility that he simply missed meI described finding the water level below the skimmers on Jan That means the pool rapidly drained over the course of the weekApparently Mr [redacted] failed to notice that as wellNor did he notice the brand new leaf bag that magically attached itself to his pool sweep during those weeksMr [redacted] may truly believe his claimsHowever, even if they were true, one question has to be askedWhy didn’t he call? Or text, or Email? He has contact information for myself and [redacted] Baysinger, yet he made no attempt to express his displeasure during the months of December or JanuaryNo mention was made to me in person on January 24thHe only took issue when he decided not to make payment for services provided [redacted] ***

The previous owner paid for her monthly service, then a new owner moved in and continued our service It was not told to us that the previous customer would cover the new owners service when he moved in So we started billing when we started service, so yes he owes for December and January He might be saying that our service representative did not show up, but the water would have turned green and been unswimable There should not even be a question regarding this, the work was done and done well and now the customer is trying to get out of paying

I am rejecting this response because: not only did we have the water tested, but the pool service we switched to, had even stated that the pool had no chemicals, and was never maintained properlyWe didn't move into the house until the end of December, and the previous owner had paid them for the entire month of December

I am rejecting this response because: we did not own the house at the beginning of DecemberEscrow closed toward the middle of the monthThe previous owner didn't move out until the 17th, and we didn't even start moving in until the 24thThe pool was a total mess, and they were in charge of taking care of itOnce again, I had the water tested and there was no trace of chemicalsI would pay the payment if I felt that the work was done, but I genuinely feel that it wasn'tThe pool is in better shape now than it was when it was being serviced by Bays

The previous owner paid for her monthly service, then a new owner moved in and continued our service.  It was not told to us that the previous customer would cover the new owners service when he moved in.  So we started billing when we started service, so yes he owes for December and January.  He might be saying that our service representative did not show up, but the water would have turned green and been unswimable.  There should not even be a question regarding this, the work was done and done well and now the customer is trying to get out of paying.

This is a letter from our service representative in response to Mr. [redacted]'s complaint. But a side note should be mentioned, the $125 that Mr. [redacted] is disputing is not for simply January service like he stated, it is for the partial December and all of January service. So Mr. [redacted] has not paid...

any money to us when he received a full month and a half of service, plus all of the extras our service rep. details in his letter. [redacted] Bays Affordable had an account with this address for a number of years to provide “Full Service” pool maintenance. This house is located on several acres, with grape vineyards to the rear. The pool is not directly behind the house, as is common on small residential lots. The pool sits to the North east of the residence, adjacent to the garage and large driveway. A wood fence borders the South and east sides of the pool. A large wall of overgrown shrubs covers the West chain link fence. The majority of the North chain link fence is open to a view of the vineyard. I personally provided service at this location for approximately two years. Full Service entails netting debris out of the pool, brushing underwater surfaces, emptying collection baskets, and maintaining pool chemicals. This is done each week, I serviced this pool on Wednesdays. Additional services are commonly performed at additional costs, i.e., repairs, filter cleaning, equipment install, etc. The pool at [redacted]had a number of preexisting conditions when I began service. Of note, the pool had a substantial leak causing the water level to drop below the skimmer line each week, brown water coming from the well water, and the pool also had spots of black algae on the plaster. On multiple occasions, I spoke with the former homeowner about these problems. She was a very nice elderly woman, with a number of health issues. On one occasion, she explained to me she wanted to address the pool issues, but was on a fixed income. To address the leak/water loss, she would have a garden hose trickle new water into the pool 24/7. If this hose was not left on, the pool would drain and cause the two pumps to run dry. She told me she had to replace at least one pump in the recent years after it stopped working for that same reason. She feared the same would happen again. She told me the hose was being turned off by an unknown person. When she had energy, she would go out to the pool to turn the hose on. This was troubling to me, because she lived alone, used an oxygen tank and walker. When she asked me about addressing the black algae and plaster, it's a process that entails hours of draining the pool, treating, and then refilling with new water. I performed the maintenance by diving scuba gear and scrubbing every inch of the pool underwater. This saved her several hundreds of dollars. I told her about the brown water I noticed coming from the hose near the pool. She said she hadn’t noticed a problem with the water to the house. During the years I serviced the pool, I performed repairs to the pool sweep, removed and re-plumbed a faulty check valve, regular filter cleaning, and replace worn parts free of charge. I also installed an automatic water fill device (Pool Sentry) so the water level would stay consistent, not overflow the pool, and she didn’t have to worry about checking on it or falling in. During the summer of 2017, I began noticing the pool pump was being turned off manually each week, as well as the refill water. Without circulation and filtration, the water would begin turning green, and the black algae returned. I met with the homeowner multiple times about this. She did not know who was turning the pump and water off. She said family regularly came to use the pool, but she spoke to them and they denied turning things off. The homeowner was upset about this. I recall we even discussed setting up a hidden camera. One week in the late summer, I serviced the pool and reset the pump and began refilling the water. I went to a nearby pool service it, then returned to the [redacted] address. Upon my arrival, I observed the residents adult daughter walking away from the pool pump. As I exited my vehicle, I noticed the water and pump were off. I confronted her about this, and she told me she wasn't sure how the pool worked, and thought she was supposed to turn these things off. I took the opportunity to teach her about the pool and how the pump operates. Several weeks went by, and I began finding the equipment turned off again. This effected the pool water again, and now a rusty brown stain had formed on the plaster. Again after servicing the pool, I returned and noticed the adult daughter standing at the West gate to the pool, looking over to the East where the pool equipment is. As I parked my vehicle, I noticed this woman's teenage son walking away from the pump, which was now turned off. When questioned why they were still turning off the pump, the woman simply said, “I don’t know, I’m sorry”. That was the last time I noticed things turned off, and a last time I recall and encounter with them or the resident. On Tuesday, Dec. 19, 2017, I received notification that a Mr. [redacted] called regarding the pool being “a mess” and [redacted] bottles left by the pool equipment. I called Mr. [redacted] to discuss his concerns. This was the first time I learned the house had been sold. I knew of the bottles and debris he referred to. They were items that had always been there, and I always assumed belonged to the former homeowner. I explained that I don't use [redacted], and the empty chemical bottles I use are returned to my vendor for a deposit repayment. Mr. [redacted] expressed quite a bit of frustration with issues at his new house. He also told me the pool was “covered” with leaves. I reassured him that I would be there the very next day for my routine service. I also explained that the past couple days our area had the strongest winds of the season, following the fall. This had blown leaves and debris in all the pools. Mr. [redacted] said he wanted to meet with me so I could show him how the pool works. He said he would not be home the next day (Dec 20), but would meet me the following week (Dec. 27). During this same phone call, I discussed some issues of the pool and cautioned Mr. [redacted] about the brown water. He told me, “I hope the water is ok, we’ve been drinking it”. On Wed Dec. 20th I serviced the pool. There were leaves at the bottom of the pool, but actually far less than the average I had been encountering considering the recent wind storm. On Dec. 27th, I met Mr. [redacted] for the first time. I noticed different vehicles and a dumpster in the driveway. It was now apparent that new owners had moved into the house. He came out to meet me while I was cleaning the pool. I explained the above mentioned issues. I turned on the water faucet and showed him the rusty brown water coming out of the lines. On this visit, the auto fill device was actually clogged up with the brown sludge and I had to take it apart to clear it. It clogged up again while I was there. This sludge is the exact color that had stained the plaster of the pool. Mr. [redacted] told me there were all sorts of problems they were discovering with the house, including an issue with the water well. He told me they were no longer drinking the water true to health concerns. He shared several complaints about the house and said he had limited recourse because he paid cash for the house. Mr. [redacted] said he viewed the house months prior, before buying it. He said the pool was beautiful at that time, and looked much worse now. I agreed, and explained the issues above. I regard to the stained plaster, I told him there were chemical treatments I could try. I advised him that the pool water does not hold chemicals well. This is common after several years, and its recommended any pool be drained and refilled every 5-7 years. I suggested a direct chemical treatment to the plaster at that time. We both agreed the brown water well issue should be addressed first. During that first meeting, I also told Mr. [redacted] I had a preplanned trip to take my kids to LegoLand the following week (Jan 3). That week was the ONLY time I would be away. On Jan. 10 2018, I serviced the pool. When I arrived I found the auto fill was clogged again, and the water level was below the skimmers. The pool pump had turned itself off, due to running dry. I addressed these issues. I also did a special treated Ascorbic acid, to try and lighten the staining. I did not see anyone from the house on this day. On Jan. 17th, I serviced the pool. The auto fill and pump were working properly. I noticed a tractor parked on the North east side of the pool, and it appeared they had done some recent tractor work near the well. The Ascorbic acid seemed from the previous week seemed to have minimal effect. I performed another treatment. I also replaced a tattered leaf bag on the pool skimmer. In appreciation for being a new customer, and in empathy to his new home frustration, I did not charge Mr. [redacted] for the leaf bag or either of the special chemical treatments. It should be noted, a result of Ascorbic acid is a dramatic reduction of Chlorine, Ph, and Alkalinity in the pool water. Following such treatments, the water has to be balanced again. On Jan. 24th, I arrived for regular pool service. While I was brushing the walls, Mr. [redacted] exited the rear of the house and called out, “We are going to take care of the pool from now on”. I was surprised by his sudden curt proclamation and replied, “Oh? So, today is the last day of service?”. Mr. [redacted] simply said yes and went back into the house. I finished cleaning the pool, added chemicals, and left. Mr. [redacted]’s allegation that the former homeowner was taken advantage of is defamatory and completely without merit. By his own admission, she referred us to him. Mr. [redacted] alleges the pool “was completely filthy and had not been netted for months”. This exaggerated claim also has no factual basis. If it were true, the pool debris and chemistry would be so bad, the water would look like pea soup. I do not dispute that there were minimal debris in the pool that week, but thats what happens in a weeks time. Leaves fall, and wind blows. Mr. [redacted] asserts that an off site chemistry test is proof the pool was not serviced for months. However, he admits to being present and watching me service the pool twice. He did not offer a copy of the test or list of what chemicals it was tested for. I had informed him that the pool water did not hold chemicals and should be refreshed. A test result of low chemicals would be expected after two treatments of ascorbic acid. He stated that he bought pool chemicals after obtaining the water sample, and added them to the pool. During the weeks of January, including the day of final service, my own water tests showed very low chemicals. That means the water was getting a double dose of chemicals and still registering low. Mr. [redacted] has affirmed the water needs to be replaced in order to maintain chemistry. Finally, Mr. [redacted] alleges he was home and did not see me, therefore I was never there which is not accurate. As described, the pool does not sit directly behind the house. The chain link fence between the house and pool is obstructed by overgrown bushes. No windows face the East, where I park my marked service truck. Mr. [redacted] would have to show proof he was outside, or watching out his rear windows all day to erase the plausibility that he simply missed me. I described finding the water level below the skimmers on Jan 10. That means the pool rapidly drained over the course of the week. Apparently Mr. [redacted] failed to notice that as well. Nor did he notice the brand new leaf bag that magically attached itself to his pool sweep during those weeks. Mr. [redacted] may truly believe his claims. However, even if they were true, one question has to be asked. Why didn’t he call? Or text, or Email? He has contact information for myself and [redacted] Baysinger, yet he made no attempt to express his displeasure during the months of December or January. No mention was made to me in person on January 24th. He only took issue when he decided not to make payment for services provided. [redacted]