BJ Pool & Spa

Regarding: [redacted] Fairfax Station, VA [redacted] Invoice: [redacted] On November 20, BJ Pool and Spa was hired by [redacted] to inspect and evaluate why [redacted] 's hot tub was not heating The spa tech determined that the complete heater assembly had failed and a new heater assembly was required in order for the hot tub to heat and maintain the temperature at the desired temperature On 11/29/2013, the spa technician installed the new heater and fully checked all operations of the hot tub, the heater pulled AMPS at 240V for the 6KW heater Almost a year later, [redacted] contacted BJ Pool and Spa on 09/15/indicating that the hot tub was leaking near the heater assembly and that the heater was not working The spa technician evaluated the leak and heater issue on 09/16/2014, the spa technician found that the heater assembly was leaking at the end caps due to an unknown source The spa technician ordered a replacement heater through the same distributor as the prior heater assemblyOnce the replacement heater assembly was installed, the spa technician informed [redacted] the amount due, however, because the heater replacement was within warranty period that the amount due would be pending until BJ Pool and Spa received a response from the distributor and manufacturer Chelsea S**, GM of BJ Pool and Spa submitted the defunct heater assembly back to the distributor (RMA # [redacted] ) Confirmed that the heater was received to the distributor and sent back to the manufacturer At this point it was a waiting game to see if the manufacturer found a manufacturer's defect or if the heater failed for another reason BJ Pool and Spa finally received a response from the distributor indicating that "after review of the heater manufacturer denied warranty coverage due to possible freeze damage or poor water chemistry Heater was damaged beyond specifications of manufacturer defect." I have attached a letter that was sent to [redacted] explaining the findings BJ Pool and Spa prides itself as to putting the customer first and did not close out the service ticket until the finding from the manufacturer were determined, unfortunately it did not go the customers way and in turn [redacted] owes BJ Pool and Spa the amount due of $

September 20, 2016Complaint ID: [redacted] Consumer Information: [redacted] Address: [redacted] ***, Clifton, VA ***In response to the complaint filed by [redacted] , BJ Pool and Spa stands by its service and repairs at the above referenced propertyBJ Pool and Spa has been opening, closing and servicing/repairing the [redacted] pool since May 2015.On September 9, 2015, William “Bill” Z [redacted] winterized the [redacted] pool for the season, at that time there were no issues with the pool or pool equipmentBill has over years of experience in the pool industry and is BJ Pool and Spa’s lead pool technicianIf there was an issue at the closing, Bill would have brought it to the customer’s attention or contacted management.On May 2, 2016, a crew was sent out to open the pool for the summer seasonThe equipment was de-winterized and at that time there was a significant leak at the stainless steel Anthony filter tank bulkhead connection and push pull valveThe filter and push pull valve were approximately 15-years old and it is our recemmendation that the filter and push pull valve be replaced given the age of bothBJ Pool and Spa does take responsibility for the bad choice of words used by the technician as to “the filter exploded”Because of this leak, the pool equipment could not run due to water lossThe tech informed the office and Chelsea S**, GM emailed an estimate for [redacted] ( [redacted] ’s husband) on May 2, [redacted] then responded by remitting a $deposit to install the new filter and multiport valve(NOTE: BJ Pool and Spa did not want to temporarily fix the filter and push pull valve).On May 6, 2016, Adam D [redacted] installed the filter and muliport valveThe installation was flawlessAdam tested the system by turning on the pool equipment and there were no visible leaks or outstanding issues at that time [redacted] remitted the balance due of $1,in regards to the filter installBJ Pool and Spa sent out a crew on May 9, to brush, vacuum and leaf net the pool as this is included in the opening[redacted] Fairfax Station, VA [redacted] www.BJPoolandSpa.com [redacted] contacted BJ Pool and Spa and indicated that there was water coming from the bottom of the heaterAt the time of the opening the heater did not igniteChelsea then asked [redacted] if he used the heater during the summer months and he indicated that they did not use the heater and Chelsea suggested that the heater be looped out of the system to rectify the water loss issue [redacted] complied with the recommendation and a crew was sent out on May 10, to loop out the heaterThis repair was completed at the request of the client, which was invoiced at $98.10, which [redacted] paid.There was no communication between BJ Pool and Spa and [redacted] until May 17, when [redacted] left a voicemail and sent an email indicating that the pool was still losing waterChelsea contacted [redacted] via phone and told him to turn off the pool so the pool would not lose a significant amount of water or keep the hose running so the water level did not drop below the skimmersChelsea emailed [redacted] that a tech would be back out as soon as possible(During the month of May is the busiest time of year for a pool company and to make matters more difficult, it rained everyday in the month of May Chelsea made every effort to get a tech back out to the [redacted] ’s residence in a timely manner).Chelsea sent out Adam on May 20, to take photos of the equipment area, while Adam was there he found that the leak was coming from underground and not at the above ground equipment, plumbing or heater(NOTE: Adam also noted that a tree had been recently cut down, which was less than feet away from the equipment areaIt is my understanding that “most tree roots occupy an area two to four times the diameter of the crown”The roots may have compromised the underground plumbing)Chelsea coordinated with Robert Seh (the owner of BJ Pool and Spa) and the homeowners to meet at the property on May 24, 2016.On May 24, 2016, Robert and the homeowers met at the property to discuss the outstsanding issuesRobert reiterated to [redacted] and Michaela that the leaks were not due to freeze damageIf the leaks were caused by freeze damage the above ground plumbing would have been compromisedDue to the age of the pool the filter and push pull valve leaks were due to wear and tearRobert indicated that the unground leaks were not due to freeze damage and more likely due to the tree roots compromising the PVC pipesRobert explained that the repair would not exceed $and that BJ Pool and Spa would make the repair as soon as possible.On May 26, 2016, Bill and Troy removed the concrete slab and dirt to find that the 3/4” PVC pipe to the [redacted] booster pump had separated at the degree connectionBill made the repair and confirmed that there were no visible leaks at the underground plumbingBill returned to the residence two additional times to make minor PVC repairs at the spa return plumbingChelsea emailed the client to follow up on the status to confirm that there were no more leaks and that the pool was 100% operational [redacted] responded on June 1, via email that he and his wife were very disappointed, however, he would settle the outstanding invoiceConclusion: BJ Pool and Spa performed its due diligence to rectify all outstanding issues at the [redacted] ’s residence in a timely mannerPlease take into consideration that during the month of May, it rained almost everyday making it difficult to find the source of the leakChelsea was in communication with [redacted] during throughout this processPlease refer to the emails attachedBJ Pool and Spa would like to apologize in regards to the dissatisfaction in regards to the pool opening and the services rendered in the month of MayBeing a small family owned business BJ Pool and Spa strives to make sure that the customer is happy with our services and it’s unfortunate that we did not live up to that expectation.If you have any questions or need additional information, please feel free to contact me at [redacted] ext [redacted] or email me at [redacted] @bjpoolandspa.com.Sincerely Yours,Chelsea S

Regarding: *** *** Fairfax Station, VA ***Invoice: ***On November 20, BJ Pool and Spa was hired by *** *** to inspect and evaluate why *** ***'s hot tub was not heating The spa tech determined that the complete heater assembly had failed and a new heater assembly
was required in order for the hot tub to heat and maintain the temperature at the desired temperature On 11/29/2013, the spa technician installed the new heater and fully checked all operations of the hot tub, the heater pulled AMPS at 240V for the 6KW heater Almost a year later, *** *** contacted BJ Pool and Spa on 09/15/indicating that the hot tub was leaking near the heater assembly and that the heater was not working The spa technician evaluated the leak and heater issue on 09/16/2014, the spa technician found that the heater assembly was leaking at the end caps due to an unknown source The spa technician ordered a replacement heater through the same distributor as the prior heater assemblyOnce the replacement heater assembly was installed, the spa technician informed *** *** the amount due, however, because the heater replacement was within warranty period that the amount due would be pending until BJ Pool and Spa received a response from the distributor and manufacturer Chelsea S**, GM of BJ Pool and Spa submitted the defunct heater assembly back to the distributor (RMA #***) Confirmed that the heater was received to the distributor and sent back to the manufacturer At this point it was a waiting game to see if the manufacturer found a manufacturer's defect or if the heater failed for another reason BJ Pool and Spa finally received a response from the distributor indicating that "after review of the heater manufacturer denied warranty coverage due to possible freeze damage or poor water chemistry Heater was damaged beyond specifications of manufacturer defect." I have attached a letter that was sent to *** *** explaining the findings BJ Pool and Spa prides itself as to putting the customer first and did not close out the service ticket until the finding from the manufacturer were determined, unfortunately it did not go the customers way and in turn *** *** owes BJ Pool and Spa the amount due of $

September 20, 2016Complaint ID: [redacted]Consumer Information: [redacted] Address: [redacted], Clifton, VA [redacted]In response to the complaint filed by [redacted], BJ Pool and Spa stands by its service and repairs at the above referenced property. BJ Pool and Spa has been...

opening, closing and servicing/repairing the [redacted] pool since May 2015.On September 9, 2015, William “Bill” Z[redacted] winterized the [redacted] pool for the season, at that time there were no issues with the pool or pool equipment. Bill has over 25 years of experience in the pool industry and is BJ Pool and Spa’s lead pool technician. If there was an issue at the closing, Bill would have brought it to the customer’s attention or contacted management.On May 2, 2016, a crew was sent out to open the pool for the summer season. The equipment was de-winterized and at that time there was a significant leak at the stainless steel Anthony filter tank bulkhead connection and push pull valve. The filter and push pull valve were approximately 15-20 years old and it is our recemmendation that the filter and push pull valve be replaced given the age of both. BJ Pool and Spa does take responsibility for the bad choice of words used by the technician as to “the filter exploded”. Because of this leak, the pool equipment could not run due to water loss. The tech informed the office and Chelsea S**, GM emailed an estimate for [redacted] ([redacted]’s husband) on May 2, 2016. [redacted] then responded by remitting a $640.00 deposit to install the new filter and multiport valve. (NOTE: BJ Pool and Spa did not want to temporarily fix the filter and push pull valve).On May 6, 2016, Adam D[redacted] installed the filter and muliport valve. The installation was flawless. Adam tested the system by turning on the pool equipment and there were no visible leaks or outstanding issues at that time. [redacted] remitted the balance due of $1,285.23 in regards to the filter install. BJ Pool and Spa sent out a crew on May 9, 2016 to brush, vacuum and leaf net the pool as this is included in the opening.[redacted] Fairfax Station, VA [redacted] www.BJPoolandSpa.com [redacted] contacted BJ Pool and Spa and indicated that there was water coming from the bottom of the heater. At the time of the opening the heater did not ignite. Chelsea then asked [redacted] if he used the heater during the summer months and he indicated that they did not use the heater and Chelsea suggested that the heater be looped out of the system to rectify the water loss issue. [redacted] complied with the recommendation and a crew was sent out on May 10, 2016 to loop out the heater. This repair was completed at the request of the client, which was invoiced at $98.10, which [redacted] paid.There was no communication between BJ Pool and Spa and [redacted] until May 17, 2016 when [redacted] left a voicemail and sent an email indicating that the pool was still losing water. Chelsea contacted [redacted] via phone and told him to turn off the pool so the pool would not lose a significant amount of water or keep the hose running so the water level did not drop below the skimmers. Chelsea emailed [redacted] that a tech would be back out as soon as possible. (During the month of May is the busiest time of year for a pool company and to make matters more difficult, it rained everyday in the month of May Chelsea made every effort to get a tech back out to the [redacted]’s residence in a timely manner).Chelsea sent out Adam on May 20, 2016 to take photos of the equipment area, while Adam was there he found that the leak was coming from underground and not at the above ground equipment, plumbing or heater. (NOTE: Adam also noted that a tree had been recently cut down, which was less than 10 feet away from the equipment area. It is my understanding that “most tree roots occupy an area two to four times the diameter of the crown”. The roots may have compromised the underground plumbing). Chelsea coordinated with Robert Seh (the owner of BJ Pool and Spa) and the homeowners to meet at the property on May 24, 2016.On May 24, 2016, Robert and the homeowers met at the property to discuss the outstsanding issues. Robert reiterated to [redacted] and Michaela that the leaks were not due to freeze damage. If the leaks were caused by freeze damage the above ground plumbing would have been compromised. Due to the age of the pool the filter and push pull valve leaks were due to normal wear and tear. Robert indicated that the unground leaks were not due to freeze damage and more likely due to the tree roots compromising the PVC pipes. Robert explained that the repair would not exceed $500.00 and that BJ Pool and Spa would make the repair as soon as possible.On May 26, 2016, Bill and Troy removed the concrete slab and dirt to find that the 3/4” PVC pipe to the [redacted] booster pump had separated at the 90 degree connection. Bill made the repair and confirmed that there were no visible leaks at the underground plumbing. Bill returned to the residence two additional times to make minor PVC repairs at the spa return plumbing. Chelsea emailed the client to follow up on the status to confirm that there were no more leaks and that the pool was 100% operational. [redacted] responded on June 1, 2016 via email that he and his wife were very disappointed, however, he would settle the outstanding invoice. Conclusion: BJ Pool and Spa performed its due diligence to rectify all outstanding issues at the [redacted]’s residence in a timely manner. Please take into consideration that during the month of May, it rained almost everyday making it difficult to find the source of the leak. Chelsea was in communication with [redacted] during throughout this process. Please refer to the emails attached. BJ Pool and Spa would like to apologize in regards to the dissatisfaction in regards to the pool opening and the services rendered in the month of May. Being a small family owned business BJ Pool and Spa strives to make sure that the customer is happy with our services and it’s unfortunate that we did not live up to that expectation.If you have any questions or need additional information, please feel free to contact me at [redacted] ext. [redacted] or email me at [redacted]@bjpoolandspa.com.Sincerely Yours,Chelsea S

Regarding: [redacted]  Fairfax Station, VA [redacted]
Invoice:...

[redacted]
On November 20, 2013 BJ Pool and Spa was hired by [redacted] to inspect and evaluate why [redacted]'s hot tub was not heating.  The spa tech determined that the complete heater assembly had failed and a new heater assembly was required in order for the hot tub to heat and maintain the temperature at the desired temperature.  On 11/29/2013, the spa technician installed the new heater and fully checked all operations of the hot tub, the heater pulled 24 AMPS at 240V for the 6KW heater.  Almost a year later, [redacted] contacted BJ Pool and Spa on 09/15/2014 indicating that the hot tub was leaking near the heater assembly and that the heater was not working.  The spa technician evaluated the leak and heater issue on 09/16/2014, the spa technician found that the heater assembly was leaking at the end caps due to an unknown source.  The spa technician ordered a replacement heater through the same distributor as the prior heater assembly. Once the replacement heater assembly was installed, the spa technician informed [redacted] the amount due, however,  because the heater replacement was within warranty period that the amount due would be pending until BJ Pool and Spa received a response from the distributor and manufacturer.  Chelsea S**, GM of BJ Pool and Spa submitted the defunct heater assembly back to the distributor (RMA #[redacted]).  Confirmed that the heater was received to the distributor and sent back to the manufacturer.  At this point it was a waiting game to see if the manufacturer found a manufacturer's defect or if the heater failed for another reason.  BJ Pool and Spa finally received a response from the distributor indicating that "after review of the heater manufacturer denied warranty coverage due to possible freeze damage or poor water chemistry.  Heater was damaged  beyond specifications of manufacturer defect."  I have attached a letter that was sent to [redacted] explaining the findings.  BJ Pool and Spa prides itself as to putting the customer first and did not close out the service ticket until the finding from the manufacturer were determined, unfortunately it did not go the customers way and in turn [redacted] owes BJ Pool and Spa the amount due of $880.51.