I'd like to remind this customer that we entered a contractual agreement for an agreed pool with agreed accessories If he, 1) makes changes to this agreement it changes the amount we agreed to 2) this agreement was based on what we can see Under ground rock can not be seen, which is why we have a "rock" clause in our contractI tried to communicate these changes to him ( especially after the "rock" situation), but apparently I failed.It doesn't surprise me that we still don't agree I will again say that I will either 1) get county inspection per his wishes 2) and/or complete the few things left undone per our contract I will not pay him to bring in somebody who doesn't know what they are doing to do what he wants them to do
This customer has been a good customer for a number of years and I regret that our services offended or upset himAs I told him, My guys are told to put things back where they find them or in a designated agreed area, so leaving them in a chair or the yard was not permissibleThere are certain things at certain times that we ask them not to put away I don't want my employees going through someone's house , or garage or even a shed unless we have permission Yes, I told this customer that these workers are good employees, because they areThey have both been here for a numbers and this is the first complaint we've ever had on either one of them.Concerning the antifreeze bottleThey customer says he has never purchased anti freeze before because we have closed his pool every year This tells me that he has purchased anti freeze before because we use it on nearly every pool we close It is not usual for us to leave the empty container on the site or designated area to verify that it has been usedI really have no way of knowing or verifying this at this time I do know however, that we don't use anti freeze to open a pool nor do we stock it on our trucks at this time of yearThis bottle most likely came from his "tote" but I can't say that an empty container of this alcohol based anti freeze didn't fall off the truck.In any respect, I told this customer that we would replace any damaged merchandise and to send me the vets report and bill and I would take care of it ( yes, I may send it to my insurance company- that's why I have insurance Which , by the way, I have never used in years)My service manager apologized to this customer on the very first phone call If anything we did caused problems for him or his animals I'm deeply sorry I think however if these dogs would have been hurt or injured I would have heard about it by now.I stand by my original offer Bring me any and all damaged merchandise ( or set it aside and I will pick it up) and I will replace it Send me the vets information and fees and I will take care of it
March 21, Yes, we entered a contract with Mr [redacted] on May 23, The pool was to be started on or about July 27, However, Mr [redacted] did not live at this residence and he agreed to a later starting time Our contract included a custom x freeform pool with a “waterfall spa”, an auto cover, two heaters, LED lights, in-floor cleaning, salt, automatic sanitation, automatic controls, roughly square feet of concrete decks, excavation, as well as other pool accessories Since Mr [redacted] did not live in this house (lived out of state) our communication was mostly by emails (I show emails) When I showed them a picture of the proposed pool, I showed many options items such as outdoor kitchens, extra decorative decking, different configurations of steps, etcMany of which, we don’t even do It is just to give him ideas of what could be done I guess I did a poor job of explaining this because Mr [redacted] and I never seemed to be on the same page He later “picked” the only stair configuration of the 3, I showed that cost extra Our contract called for a poured concrete deck but he decided later that he wanted to cover this with a veneer stonePutting a veneer stone changes the elevation of everything So, I accommodated him by lowering the concrete and raising the automatic cover box so that it would work with his veneerThe “track” for the cover runs on top of the deck but he insisted that we finish the project without the rock in place The only way to do this was to install a temporary “bridge” to put the track on for now which would have to be removed & reinstalled after the veneer was in placeThis requires extra time and materials to do this but Mr [redacted] didn’t agree that this should be and extra expense The spa that was included is made to go in at pool level and overflow into the pool It was later decided to raise the spa, which I did at no extra cost, but this required a “wall” be built around it which was not included However, giving Mr [redacted] the benefit of the doubt and never getting a choice of material from him, I poured a concrete wall around it that could be veneered with his stone While somewhat unique, this pool has perimeter feet and is about square feet of surface area and only 6’ deep Excavation of this pool would normally take about hours to dig, days to erect the walls and a day to trim, todays to install the in-floor system.Instead because of the rock we encountered, it took days to dig, days to trim, days to install the in-floor system Additionally, we had to drill for every brace anchor Again, Mr [redacted] disagreed and since I didn’t use a hoe ram or dynamite it shouldn’t be extra Mr [redacted] asked us to remove some old concrete steps and re-pour a new one to connect the house with the pool He agreed to the priceSomewhere before pouring these steps he asked for addition steps Like the 1st set of stairs, this required jack hammering the old ones and forming and pouring new ones Again, I was told I was ripping him off and he would have “never agreed” to this price when he received the bill We were close to finishing the pool but it was January and very cold Since Mr [redacted] did not live at this residence, it was decided to close the pool & spa rather than risk a problem by running the system through the winter Certainly, there were minor items yet to be done Some of these items are never done on a new pool till we open the pool in the spring Actually, a 2-man crew could have them done in several hours I didn’t hear from Mr [redacted] again until memorial week, which is a very busy week in the pool business There was no way I could have dropped what we had already scheduled to go that far to start his pool up, because that happened to be when he was in town I was then told in writhing that “ I do not want you to do anything else for me, thus, I will accept the work as is” The only “pool” inspection left to do at the time was the “barrier” or final inspection His cover acts as a barrier so no final inspection is necessary other than verify that he has this cover The electrician must call for his own inspection I told Mr [redacted] last spring that I’m willing to finish the small amount of work left to do, I’m still willing to do so if it still needs done I’m certainly not willing to give him $10, I will however be willing to write off his remaining balance if, as he says, he will accept the work “as is” [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I find it very sarcastic, that Mr [redacted] believes he was “up front”, as basis for our disagreements lie mostly in the fact that he decided to charge me more “after the fact”, on multiple occasions.Number of emails does not guaranty quality of communication, especially if there is no willAs example, if we had discussed and agreed to rise the spa, and, thankfully, documented it in emails, but Mr [redacted] insinuates that he never agreed to rise the spa, and only did it as “a good gesture at no extra cost”, I have a reason to doubt his honestyEliminating possibility of failing memory, as I have previously brought this emails to Mr***’s attentionI do not believe it is fair or honest to agree to one price and then bill customer different, always higher price, time and time again.In my desperate attempt to have this project completed, I offered concession, almost a year ago, by sending a letter to cure, dated 6/3/That letter was completely misinterpreted by Mr***, my request to complete the job completely ignoredGiving the history of our relation, quality of work delivered and attitude of Mr***, I do not feel comfortable allowing him to come on my propertyUnfortunately I have too many reasons to be concernedIf in fact Mr [redacted] is willing to complete the work, he did not do, and was contractually obligated to, he can only reimburse me for the cost of hiring someone whom I will trust Regards, [redacted] ***
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Again, I'm sorry for the problem here that apparently we created., however I'm confident that my guys did not spread these items around the yard as he might have implied We want to make it right and agree to replace any items that his dogs damaged I'm also confident that there was no Anti-freeze used at this time nor do we keep it on the truck this time of year Most likely this container was left last fall as proof that it was used ( it is an alcohol based anti-freeze, not petroleum ) However if there was any expense in safe guarding the dogs, I'm certainly onboard with taking care of that expense We want to do the right thing We did however complete the service we came there to do and do not feel that a refund of this cost is appropriate
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below These are photos of how items were located along with photos of parts they replaced and discarded along the edge of my yard and wood line.The brown pool box is where items were left to open poolThis is the location where they left the items last year when closing poolThe box was closed prior to arrival, but left openThis box would be virtually impossible for my dogs to openThe lounge chair beside the box is where the items were left.Regards, [redacted]
I'd like to remind this customer that we entered a contractual agreement for an agreed pool with agreed accessories If he, 1) makes changes to this agreement it changes the amount we agreed to 2) this agreement was based on what we can see Under ground rock can not be seen, which is why we have a "rock" clause in our contractI tried to communicate these changes to him ( especially after the "rock" situation), but apparently I failed.It doesn't surprise me that we still don't agree I will again say that I will either 1) get county inspection per his wishes 2) and/or complete the few things left undone per our contract I will not pay him to bring in somebody who doesn't know what they are doing to do what he wants them to do
This customer has been a good customer for a number of years and I regret that our services offended or upset himAs I told him, My guys are told to put things back where they find them or in a designated agreed area, so leaving them in a chair or the yard was not permissibleThere are certain things at certain times that we ask them not to put away I don't want my employees going through someone's house , or garage or even a shed unless we have permission Yes, I told this customer that these workers are good employees, because they areThey have both been here for a numbers and this is the first complaint we've ever had on either one of them.Concerning the antifreeze bottleThey customer says he has never purchased anti freeze before because we have closed his pool every year This tells me that he has purchased anti freeze before because we use it on nearly every pool we close It is not usual for us to leave the empty container on the site or designated area to verify that it has been usedI really have no way of knowing or verifying this at this time I do know however, that we don't use anti freeze to open a pool nor do we stock it on our trucks at this time of yearThis bottle most likely came from his "tote" but I can't say that an empty container of this alcohol based anti freeze didn't fall off the truck.In any respect, I told this customer that we would replace any damaged merchandise and to send me the vets report and bill and I would take care of it ( yes, I may send it to my insurance company- that's why I have insurance Which , by the way, I have never used in years)My service manager apologized to this customer on the very first phone call If anything we did caused problems for him or his animals I'm deeply sorry I think however if these dogs would have been hurt or injured I would have heard about it by now.I stand by my original offer Bring me any and all damaged merchandise ( or set it aside and I will pick it up) and I will replace it Send me the vets information and fees and I will take care of it
March 21, Yes, we entered a contract with Mr [redacted] on May 23, The pool was to be started on or about July 27, However, Mr [redacted] did not live at this residence and he agreed to a later starting time Our contract included a custom x freeform pool with a “waterfall spa”, an auto cover, two heaters, LED lights, in-floor cleaning, salt, automatic sanitation, automatic controls, roughly square feet of concrete decks, excavation, as well as other pool accessories Since Mr [redacted] did not live in this house (lived out of state) our communication was mostly by emails (I show emails) When I showed them a picture of the proposed pool, I showed many options items such as outdoor kitchens, extra decorative decking, different configurations of steps, etcMany of which, we don’t even do It is just to give him ideas of what could be done I guess I did a poor job of explaining this because Mr [redacted] and I never seemed to be on the same page He later “picked” the only stair configuration of the 3, I showed that cost extra Our contract called for a poured concrete deck but he decided later that he wanted to cover this with a veneer stonePutting a veneer stone changes the elevation of everything So, I accommodated him by lowering the concrete and raising the automatic cover box so that it would work with his veneerThe “track” for the cover runs on top of the deck but he insisted that we finish the project without the rock in place The only way to do this was to install a temporary “bridge” to put the track on for now which would have to be removed & reinstalled after the veneer was in placeThis requires extra time and materials to do this but Mr [redacted] didn’t agree that this should be and extra expense The spa that was included is made to go in at pool level and overflow into the pool It was later decided to raise the spa, which I did at no extra cost, but this required a “wall” be built around it which was not included However, giving Mr [redacted] the benefit of the doubt and never getting a choice of material from him, I poured a concrete wall around it that could be veneered with his stone While somewhat unique, this pool has perimeter feet and is about square feet of surface area and only 6’ deep Excavation of this pool would normally take about hours to dig, days to erect the walls and a day to trim, todays to install the in-floor system.Instead because of the rock we encountered, it took days to dig, days to trim, days to install the in-floor system Additionally, we had to drill for every brace anchor Again, Mr [redacted] disagreed and since I didn’t use a hoe ram or dynamite it shouldn’t be extra Mr [redacted] asked us to remove some old concrete steps and re-pour a new one to connect the house with the pool He agreed to the priceSomewhere before pouring these steps he asked for addition steps Like the 1st set of stairs, this required jack hammering the old ones and forming and pouring new ones Again, I was told I was ripping him off and he would have “never agreed” to this price when he received the bill We were close to finishing the pool but it was January and very cold Since Mr [redacted] did not live at this residence, it was decided to close the pool & spa rather than risk a problem by running the system through the winter Certainly, there were minor items yet to be done Some of these items are never done on a new pool till we open the pool in the spring Actually, a 2-man crew could have them done in several hours I didn’t hear from Mr [redacted] again until memorial week, which is a very busy week in the pool business There was no way I could have dropped what we had already scheduled to go that far to start his pool up, because that happened to be when he was in town I was then told in writhing that “ I do not want you to do anything else for me, thus, I will accept the work as is” The only “pool” inspection left to do at the time was the “barrier” or final inspection His cover acts as a barrier so no final inspection is necessary other than verify that he has this cover The electrician must call for his own inspection I told Mr [redacted] last spring that I’m willing to finish the small amount of work left to do, I’m still willing to do so if it still needs done I’m certainly not willing to give him $10, I will however be willing to write off his remaining balance if, as he says, he will accept the work “as is” [redacted] ***
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I find it very sarcastic, that Mr [redacted] believes he was “up front”, as basis for our disagreements lie mostly in the fact that he decided to charge me more “after the fact”, on multiple occasions.Number of emails does not guaranty quality of communication, especially if there is no willAs example, if we had discussed and agreed to rise the spa, and, thankfully, documented it in emails, but Mr [redacted] insinuates that he never agreed to rise the spa, and only did it as “a good gesture at no extra cost”, I have a reason to doubt his honestyEliminating possibility of failing memory, as I have previously brought this emails to Mr***’s attentionI do not believe it is fair or honest to agree to one price and then bill customer different, always higher price, time and time again.In my desperate attempt to have this project completed, I offered concession, almost a year ago, by sending a letter to cure, dated 6/3/That letter was completely misinterpreted by Mr***, my request to complete the job completely ignoredGiving the history of our relation, quality of work delivered and attitude of Mr***, I do not feel comfortable allowing him to come on my propertyUnfortunately I have too many reasons to be concernedIf in fact Mr [redacted] is willing to complete the work, he did not do, and was contractually obligated to, he can only reimburse me for the cost of hiring someone whom I will trust Regards, [redacted] ***
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Again, I'm sorry for the problem here that apparently we created., however I'm confident that my guys did not spread these items around the yard as he might have implied We want to make it right and agree to replace any items that his dogs damaged I'm also confident that there was no Anti-freeze used at this time nor do we keep it on the truck this time of year Most likely this container was left last fall as proof that it was used ( it is an alcohol based anti-freeze, not petroleum ) However if there was any expense in safe guarding the dogs, I'm certainly onboard with taking care of that expense We want to do the right thing We did however complete the service we came there to do and do not feel that a refund of this cost is appropriate
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below These are photos of how items were located along with photos of parts they replaced and discarded along the edge of my yard and wood line.The brown pool box is where items were left to open poolThis is the location where they left the items last year when closing poolThe box was closed prior to arrival, but left openThis box would be virtually impossible for my dogs to openThe lounge chair beside the box is where the items were left.Regards, [redacted]