B&B Pool Service Company, Inc.

The business has responded Please see below:
This is a response to the customers complaintB & B Pool and Spa Center is a family owned business that consistently provides award winning services in the tri-state area for years (founded in 1972)B & B takes great pride in the
way we handle all customer matters; customer service is taken seriously, any issue is dealt with in a forthright, professional manner (we maintain an A+ rating from the Revdex.com)
I think that a recap of the facts is appropriate and will bring clarity to this matter
• On August *, a construction agreement was signed for the building of a swimming pool
• On September *, an additional work authorization was signed to supply and install square feet of tumbled paving stone pool deck
• On November *, another additional work order authorization was signed by *** *** to supply and install an additional square feet of paver pool decking, sidewalk & patio
• All of the above work was satisfactorily completed in late
• B & B opened their pool in the spring, closed it in the fall and maintained the pool without incident for the next ten years
• On or about June of the customer called and stated their concern regarding their pool deck
• Later that month we sent someone over to inspect
• On July **, a proposal was submitted to the customer which was rejected
• In the customer called again regarding this matter
• In September another site visit was made
• In October another proposal was submitted to the customer and was rejected
In summary; the swimming pool and deck are years oldThe first time we heard of any problem was on or about June of The matter at hand is well beyond the warranty period of one year and explained to the customerHistorically B & B has honored warranty issues beyond the terms and conditions of the contractThis is always done in the spirit of good will and within a reasonable time period, however to expect any business to honor a warranty claim ten years after the fact is not a realistic expectation
We are never happy when a customer is unhappyIn the spirit of good customer service and good will B & B offered to lift and reset the affected area for cost; which is a fair and equitable offer based on the fact that the pool and deck are years old

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:

[Your Answer Here]
 
The warranty is not valid because it assumes the pavers were installed properly. Their offfer to repair at their cost does not mean no cost but in fact is $7000.00. After we rejected this offer, the  [redacted] of B and B Pool and Spa visited  our home last week to look at the pavers. He also took pictures. We are hoping for a more reasonable response this time but to date have heard nothing.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:
The customer’s statement “The warranty is not valid because it assumes the pavers were installed properly” begs the issue at hand.  Warranty on the decking is one year as noted on the contract. The first time we heard of any problem from the customer was on or about June of 2013.  The deck was fine at the end of year one (which was the end of the warranty period).  It was also fine each and every year for the next nine years (which especially begs the issue at hand).  Many factors enter into what causes a deck to sink that is underground and not visible to the naked eye.  For anyone to make a blanket statement that a deck experiencing this kind of issue after tens years is a result of improper installation intentionally ignores the facts and is at best a stretch.
Having said that, I repeat; in the spirit of good customer service and good will B & B offers (again) to lift and reset the affected area for cost; which is a fair and equitable offer based on the fact that the pool and deck are 11 years old.  This is always done in the spirit of good will and within a reasonable time period, however to expect any business to honor a warranty claim ten years after the fact is not a realistic expectation.

Review: B&B pool service came to my house to look at a pool heater the week of June 3rd. The problem is that the heater would come on and the heat/flame would ignite and heat the water for a few seconds and then heat would shut off and the heater would still work but would blow cold air. The repair person opened the heater and told my wife that it needed a new transformer. He was finding the same symtom as me, The heater would heat for a few seconds before blowing cold He said he had to locate a transformer and would return. He then left. The heater was now turned off entirely as the technition shut off the electricity to the heater. After a week passed I called B&B pools to inquire the status. I was called back the next day and was told the service person was still looking for the part. After not hearing anything further in a week my wife called them this past wednesday. She was told it would cost $300-$600 dollars to fix and the service person wasn't sure if the transformer would fix it. Based on that type of cost estimate and uncertainty I decided to order the transformer on line (I paid $42 including shipping!). It is expected to arrive this Monday June 17. I am amazed of the cost difference as I would not expect for a technition to take much more than 15 to 30 minutes to replace a transformer. So even with labor I feel it is extremely high estimate. I looked on line and could locate te transformer from multiple retailers. (I also dont underastand why it took over a week for someone to get back to us (my wife had to call them) Today (Saturday June 15) I went out to the heater and turned on the electricity to the heater and turned it on to see what would happen as I wanted to be sure there was no issues since the part is on its way. Well now the heater does not ignite at all and it just blows cold air. I opened the heater doors to see inside and found the heat guard just hanging on the unit, the housing for the transformer loose and a ground wire disconnected. The technition had apparently taken these off to look at the unit and not reconnected them. Over the past week it had rained heavy and I have found a lot of moisture inside the loose transformer housing. Previously before the technition had come I had checked the unit and I know all the these issues did not exist prior to he tech visit, All screws were tight and there were no loose wires. My issue is the heater was left in worse condition than it was found as it no longer ignites and heats at all (just blows cold air). I have already orderd the transformer part and expect it to come but now I feel the heater may have additional issues caused by the technition. I believe the igniter was damaged by the technition as it no longer ignites the flame. I called B&B today June 15 and talked to their service dept. The person said it could just have been the heater that got worse. I told him I did not think that is the case as it was "working" (the few seconds of heating) for the past month as I opened the pool on May 9. And there was no change in the heater over the mohth until after their technition had come and opened the unit and left it with loose parts. I told him I would like the heater left in the condition it was found. I explained that I ordered the part and thought their estimate for $600 to repair with no guarentee was extremely high from my perspective as the labor at most would be 30 minutes. He said he would let his manager know and the manager would get back to me. No one has called me back.Desired Settlement: Frankly if it was a $200 ish repair estimate I was going to have them fix it. But to my amazementmy wife was told $300 -$600 and mabye that would not fix it. With that I decided to order the part myself. I would like the heater left in the same condition as it was found. I find it irresponsible for it to have been left the way it was for 2 weeks with the tech not reassembling parts that he dissasembled. I have the transformer part arriving Monday (for $42) and I will install it next weekend as it is fairly straight forward. I want the technition to come to the house and reassemble the unit parts as he found them and ensure the the igniter works and the heat comes on for a few seconds. I am now worried that the technition damaged the igniter. Just leave it as it was found!

Consumer

Response:

I have fixed the pool heater myself by installing a new transformer. The whole install took 15 minutes. I paid $42 dollars for the transformer.

I am still very dissatisfied with B&B as they did leave the heater for 2 weeks with the the heat shield hanging loose and the cover for the transformer

hanging loose, and after 10 days qouted me $300-$600 and no guarentee that it would be fixed.

At this point I want to drop the cmplaint and move on as the heater is working.

Sincerely,

Review: B and B Pool and Spa installed an inground gunite pool with a paver deck. The pavers have begun to sink and have created an unsafe environment. We contacted another paver company and upon their inspection, it was determined that the pavers were not installed properly and that is why they are sinking. We contacted B and B Pool and Spa over a year and a half ago about this matter. They rarely returned phone calls and we only communicated with them after leaving numerous messages. After each conversation they promised to follow-up, however, they only did once. They had their person inspect the pavers and he gave us a $10,000.00 estimate to fix the pavers. Other than that one interaction, we simply received the run around. We have been loyal customers for over eleven years and expected B and B Pool and Spa to stand behind their work. They did not.Desired Settlement: We expect B and B Pool and Spa to re-install the pavers in a quality fashion. This is what should have been done originally.

Business

Response:

The business has responded. Please see below:

This is a response to the customers complaint. B & B Pool and Spa Center is a family owned business that consistently provides award winning services in the tri-state area for 42 years (founded in 1972). B & B takes great pride in the way we handle all customer matters; customer service is taken seriously, any issue is dealt with in a forthright, professional manner (we maintain an A+ rating from the Revdex.com).

I think that a recap of the facts is appropriate and will bring clarity to this matter.

• On August *, 2003 a construction agreement was signed for the building of a swimming pool.

• On September *, 2003 an additional work authorization was signed to supply and install 1200 square feet of tumbled paving stone pool deck.

• On November *, 2003 another additional work order authorization was signed by [redacted] to supply and install an additional 850 square feet of paver pool decking, sidewalk & patio.

• All of the above work was satisfactorily completed in late 2003.

• B & B opened their pool in the spring, closed it in the fall and maintained the pool without incident for the next ten years.

• On or about June of 2013 the customer called and stated their concern regarding their pool deck.

• Later that month we sent someone over to inspect.

• On July **, 2013 a proposal was submitted to the customer which was rejected

• In 2014 the customer called again regarding this matter.

• In September 2014 another site visit was made.

• In October 2014 another proposal was submitted to the customer and was rejected.

In summary; the swimming pool and deck are 11 years old. The first time we heard of any problem was on or about June of 2013. The matter at hand is well beyond the warranty period of one year and explained to the customer. Historically B & B has honored warranty issues beyond the terms and conditions of the contract. This is always done in the spirit of good will and within a reasonable time period, however to expect any business to honor a warranty claim ten years after the fact is not a realistic expectation.

We are never happy when a customer is unhappy. In the spirit of good customer service and good will B & B offered to lift and reset the affected area for cost; which is a fair and equitable offer based on the fact that the pool and deck are 11 years old.

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]

The warranty is not valid because it assumes the pavers were installed properly. Their offfer to repair at their cost does not mean no cost but in fact is $7000.00. After we rejected this offer, the [redacted] of B and B Pool and Spa visited our home last week to look at the pavers. He also took pictures. We are hoping for a more reasonable response this time but to date have heard nothing.

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

Sincerely,

Business

Response:

The business has responded. Please see below:

The customer’s statement “The warranty is not valid because it assumes the pavers were installed properly” begs the issue at hand. Warranty on the decking is one year as noted on the contract. The first time we heard of any problem from the customer was on or about June of 2013. The deck was fine at the end of year one (which was the end of the warranty period). It was also fine each and every year for the next nine years (which especially begs the issue at hand). Many factors enter into what causes a deck to sink that is underground and not visible to the naked eye. For anyone to make a blanket statement that a deck experiencing this kind of issue after tens years is a result of improper installation intentionally ignores the facts and is at best a stretch.

Having said that, I repeat; in the spirit of good customer service and good will B & B offers (again) to lift and reset the affected area for cost; which is a fair and equitable offer based on the fact that the pool and deck are 11 years old. This is always done in the spirit of good will and within a reasonable time period, however to expect any business to honor a warranty claim ten years after the fact is not a realistic expectation.