Blue Lagoon Pools

Hello [redacted] ***,This is in response to the Customer [redacted] # [redacted] complaintOur professional technician- [redacted] responded to the customer as a pool opening request-and this is what transpired: Customer called in an requested our services for a swimming pool opening- the customers automatically get the contract information for a pool opening & while speaking to the customer on the phone, they are reviewed what the openings consist of-Please see the attached opening contract that is provided for every single customer.Upon the pool technicians arrival he had seen that the Customer's water level was not up to running level as requested per our company for a pool opening in order for the pool to be in operating order for our technicianThis customer is not a first time pool owner and would know that the pool level has to be up in order to run all the equipment properlyAt this stage our technician would have to return for another visit, which in turn costs are involved in time, travel and wages lost - The Customer was informed that a second trip would be necessary with an addtional charge would then be needed to complete her pool opening and also vacuuming - the customer declined an additional visit fee in order for this to happen and is part of the contract format for the customers review and signatureThis is why the additional item was not completed, due to the customer declinedAs far as the cover - it was cleaned and folded and placed in a location aside of the location of the pool- the customer ok'd the location in which it was placed, he also placed in the chemicals - algaecide etcThe ladder situation - Derrick repaired customers ladder anchors to pool deck - but he did not have the bolts required to fasten the ladder anchors, nor did the customer have them and she quoted that she would pick them up at Lowes herself and install them herselfAs far as the hose issues Derrick clearly had seen that a hole was in the one hose and that he fixed that one issfar as the other hose is concerned, we were unable to know if the second hose did not work, due to the fact that the water level was not up in order for him to tell if the hose was working properlyThe customer also stated she was away for a month - and she came back to the pool in the same condition - being away for a month and no one taking care of the pool properly - would come back to definite issues, whether it would not have the proper chemical balances, rain, etcAs you can see if the water levels were not up per requested and the information that was provided to her —we made the offer to go back upon that happening, but the customer declined!We most definitely try and provide the best quality customer service possible for every single customer that comes our way -Thank You! Victoria H

Complaint: [redacted] I am rejecting this response because:In the sellers response they noted that I was aware of the pool having to be at a specific level which is not true When I had talked with the pool technician the day before to ask what all I needed to be prepared he only disclosed that I only need to make the pool filter and attachments accessible, as I was not going to be at the residence at the time scheduled There was no conversation about the importance of having the pool at a certain level at no time during the transaction or conversation Again, to be made whole, Iam requesting a full refund of $and no further business with the seller Regards, [redacted]

Oct 19, 2015At Blue Lagoon Pools we take every concern that a client may have with us to the fullest measureEvery client that we are given the opportunity to serve receives the highest degree of customer serviceEvery client also receives a contract stating the scope of work to be performed
ANYTHING over and above from the scope of work, a client receives a change order for the new task and is charged accordingly for the time and materials, which we believe is a fair practice.I have previously replied to this case, *** (this was the attorney general case # )for *** ***I had sent you exhibit F of her SIGNED contract stating very clearly that we do not cover landscaping/top soil/fill unless the customer chooses those extra costs.*** *** seems to have disregarded that portion of her contract to you, which she did sign and is attached in this email for your review.Our lead service technician has been to the property numerous times to provide her professional services at NO CHARGE regarding the issues of mud in the poolPlease see last attached invoice provided to *** *** which she has also disregarded to send you as wellPer conversation by numerous personnel including the owner of Blue Lagoon Pools to seed and straw the surrounding areas of the pool to resolve the mud and erosion issues to both client and her husband*** ***' response was that her husband would be taking care of this taskAs to our knowledge the last visit we were at the home the areas had not been taking care of as told to our employees and OwnerDue to the amount of her investment this would be to her best interest to take care of this and as such she was specifically told the same informationAt this time of year not seeding is just going to make the situation much worse for their land and their poolEssentially with the winter months ahead she will default on her warranty on the pool because damage will be due to her own negligence, as she has been instructed and documented (in her possession) on numerous occasions.*** *** has been a very belligerent, unprofessional customer to work withWe understand here at Blue Lagoon that sometimes issues arise and 99% of our customers can call with a problem and we sit with them and attack the issue very professionally and adult likeThis is not the case at all with *** ***She is constantly calling, harassing the owner off hours, during hours, our vendors that have been part of the pool process, swearing over the phone and in person to our employees, "f this, f that...etc"We have verbally talked to her about remedies to the solutions but with an extra cost, at this point, it is extremely frustrating that she wants a hand out/free work when the work in question (damage to the property due to landscaping) was not an included expense in her contractWe would like to think that our customers have a common sense when spending large amounts of money when signing our contracts they understand everything from start to finish as to what they signed forThis does not seem to be the case with *** ***Receiving your formal letter today and her pictures and emails seems as if she is withholding pertinent information from your office as well as to what she exactly signed for.I am resending you the entire contract regarding per item what work she had done at the propertyWe will not, as a company, be spoken to disrespectfully or down to because of someone being upset, there's a fine line between upset and just down right ignorantWhen you begin harassing employees, owners, and vendors as if you are Owed something we just simply will not tolerate this behaviorThe more she is dragging this out is only going to hurt her, her property and her wallet.Also have been in contact with *** *** numerous times about her open balance with the company, attached you will find her statement and invoicing.Please contact me for any additional information or questions/concerns you may have at any time!Thank you for your time,Tara B.Accounting Manager

Complaint: [redacted]
I am rejecting this response because:In the sellers response they noted that I was aware of the pool having to be at a specific level which is not true.  When I had talked with the pool technician the day before to ask what all I needed to be prepared he only disclosed that I only need to make the pool filter and attachments accessible, as I was not going to be at the residence at the time scheduled.  There was no conversation about the importance of having the pool at a certain level at no time during the transaction or conversation.  Again, to be made whole, Iam requesting a full refund of $181.00 and no further business with the seller.  
Regards,
[redacted]

Hello to Whom It May Concern:
The direct parties that worked with this customer will not be into the office until Monday Morning August 18th, 2014
. In order to give precise information into what happened with the customer and the technician!
We would greatly appreciate the...

opportunity to fulfill our side of the story as well! 
Myself Victoria Holguin- Is the person whom is responding back to your message on the complaint ~ I am asking permission be granted  until that time to be able to properly address the issues that have arisen from the customer!
 
Thank You!
Sincerely,
Victoria Holguin

Oct 19, 2015
At Blue Lagoon Pools we take every concern that a client may have with us to the fullest measure. Every client that we are given the opportunity to serve receives the highest degree of customer service. Every client also receives a contract stating the scope of work to be...

performed. ANYTHING over and above from the scope of work, a client receives a change order for the new task and is charged accordingly for the time and materials, which we believe is a fair practice.I have previously replied to this case, [redacted] (this was the attorney general case # )for [redacted]. I had sent you exhibit F of her SIGNED contract stating very clearly that we do not cover landscaping/top soil/fill unless the customer chooses those extra costs.
[redacted] seems to have disregarded that portion of her contract to you, which she did sign and is attached in this email for your review.
Our lead service technician has been to the property numerous times to provide her professional services at NO CHARGE regarding the issues of mud in the pool. Please see last attached invoice provided to [redacted] which she has also disregarded to send you as well. Per conversation by numerous personnel including the owner of Blue Lagoon Pools to seed and straw the surrounding areas of the pool to resolve the mud and erosion issues to both client and her husband. [redacted]' response was that her husband would be taking care of this task. As to our knowledge the last visit we were at the home the areas had not been taking care of as told to our employees and Owner. Due to the amount of her investment this would be to her best interest to take care of this and as such she was specifically told the same information. At this time of year not seeding is just going to make the situation much worse for their land and their pool. Essentially with the winter months ahead she will default on her warranty on the pool because damage will be due to her own negligence, as she has been instructed and documented (in her possession) on numerous occasions.
[redacted] has been a very belligerent, unprofessional customer to work with. We understand here at Blue Lagoon that sometimes issues arise and 99% of our customers can call with a problem and we sit with them and attack the issue very professionally and adult like. This is not the case at all with [redacted]. She is constantly calling, harassing the owner off hours, during hours, our vendors that have been part of the pool process, swearing over the phone and in person to our employees, "f this, f that...etc". We have verbally talked to her about remedies to the solutions but with an extra cost, at this point, it is extremely frustrating that she wants a hand out/free work when the work in question (damage to the property due to landscaping) was not an included expense in her contract. We would like to think that our customers have a common sense when spending large amounts of money when signing our contracts they understand everything from start to finish as to what they signed for. This does not seem to be the case with [redacted]. Receiving your formal letter today and her pictures and emails seems as if she is withholding pertinent information from your office as well as to what she exactly signed for.I am resending you the entire contract regarding per item what work she had done at the property. We will not, as a company, be spoken to disrespectfully or down to because of someone being upset, there's a fine line between upset and just down right ignorant. When you begin harassing employees, owners, and vendors as if you are Owed something we just simply will not tolerate this behavior. The more she is dragging this out is only going to hurt her, her property and her wallet.
Also have been in contact with [redacted] numerous times about her open balance with the company, attached you will find her statement and invoicing.
Please contact me for any additional information or questions/concerns you may have at any time!
Thank you for your time,
Tara B.
Accounting Manager

Hello [redacted],This is in response to the Customer. [redacted] # [redacted] complaintOur professional technician- [redacted] responded to the customer as a pool opening request-and this is what transpired: Customer called in an requested our services for a swimming pool opening- the customers automatically get the contract information for a pool opening & while speaking to the customer on the phone, they are reviewed what the openings consist of-Please see the attached opening contract that is provided for every single customer.Upon the pool technicians arrival he had seen that the Customer's water level was not up to running level as requested per our company for a pool opening in order for the pool to be in operating order for our technician. This customer is not a first time pool owner and would know that the pool level has to be up in order to run all the equipment properly. At this stage our technician would have to return for another visit, which in turn costs are involved in time, travel and wages lost - The Customer was informed that a second trip would be necessary with an addtional charge would then be needed to complete her pool opening and also vacuuming - the customer declined an additional visit fee in order for this to happen and is part of the contract format for the customers review and signature. This is why the additional item was not completed, due to the customer declined. As far as the cover - it was cleaned and folded and placed in a location aside of the location of the pool- the customer ok'd the location in which it was placed, he also placed in the chemicals - algaecide etc. The ladder situation - Derrick repaired customers ladder anchors to pool deck - but he did not have the bolts required to fasten the ladder anchors, nor did the customer have them and she quoted that she would pick them up at Lowes herself and install them herselfAs far as the hose issues Derrick clearly had seen that a hole was in the one hose and that he fixed that one issue-as far as the other hose is concerned, we were unable to know if the second hose did not work, due to the fact that the water level was not up in order for him to tell if the hose was working properly. The customer also stated she was away for a month - and she came back to the pool in the same condition - being away for a month and no one taking care of the pool properly - would come back to definite issues, whether it would not have the proper chemical balances, rain, etc. As you can see if the water levels were not up per requested and the information that was provided to her —we made the offer to go back upon that happening, but the customer declined!We most definitely try and provide the best quality customer service possible for every single customer that comes our way -Thank You! Victoria H

I pd 43000 .oo out come was misrepresented by Todd k[redacted] they destroyed my front side and back lawn. Messed up my front electrical out let. They broke my front drain pipe line.
They never secured the back area side of house drain gutter line. They left piles of dirt which when water pattern was changed destroyed my pool with dirt branches. Pump with warranty not working they want to charge me to fix n replace

Review: In June of 2013, Blue Lagoon Pools was contracted to level an area for an 18 foot round above ground pool. I was not home when contractor came to do job in July of 2013. Upon arrival home and inspection of work, the area was noted to not be level and was 2 inches off of being level. I contacted the business repeatedly with no return call for months. When Todd Kline, President of the company, did finally show up at my house on 10/17/13, he agreed that the area was not level and that he would again send out workers to level the area and this time would install the pool. He wanted me to send him set-up instructions for the pool which was done that evening. Now again no calls have been returned and the work has not been completed in a year.Desired Settlement: I feel my $500 should be refunded to me since I have had no benefit of the work done by Blue lagoon Pools. I purchased a pool in 2013 that is sitting in my garage since the area was prepared properly for pool installation. I am now manually leveling off the area myself since I can not afford to pay again for the area to be leveled.

Review: I contacted Blue Lagoon Pool service approx. the week 6/232014 for their pool opening services. I spoke to a phone rep via their business line about the service. She informed me what all was covered in the service (pool cover taken off, folded and stored, chemicals and vacuum for 1/2hrs. and if I needed parts there of the pool service person would inform me of such. I went into the office and paid them $181.60 (price with coupon discount). On 6/25/14 I spoke with the pool tech to confirmed 6/26/14 which was the scheduled date for the pool service tech to come out. I asked what all was needed, he stated to have the equipment outside (filter, hose) to where he could access these items. On 6/26/14, I came home as the pool tech was working on the pool. I noticed he was a bit disheveled and unkempt but I really was excited about getting my pool opening. First thing I noticed was the pool covering off and not really packed neatly. He disclosed to me that one of my hose was busted which he replaced at $21.99 and that I had a busted gauge which he replaced at $6.99 but does not work properly, and that my pool water outlet is loose and leaking but he was able to tighten it but that I would need to replace sooner or later but no big deal if it holds. I asked if he could stable my pool ladder. He looked at it and stated he does not have nails for it but he'll see what he can do. He told me my pool water level was too low and that he was not able to vacuum it (the hardest part of a opening a pool) and he was not able to start my filter. I was very disappointed in hearing this as I was not told that I needed to have the pool water at a certain level to get it vacuum or get the filter running when I asked what all did I needed to have ready for the service prior to it being serviced. He stated I will have to get the water up to level which would take some time and he won't be able to do it that same day and that if he comes out another time, it will be another charge. I was frustrated and felt duped out of the services promised. My pool was still green and full of algae which is why I wanted the service of a professional. As he was leaving he rendered a bill for the amount of $210.92 which included $28.98 for the parts and $11.94 for the taxes which he self calculated via a cell phone. I disclosed to him that prior to the service I went into the office and paid them directly. He stated the parts are extra and will still need to be paid. I have given him $29.00 in cash for the parts, which the total out of pocket for this pool service is now $210.60 that I am out. After the pool service tech left, I went and looked over what exactly did he help with. I noticed that he remounted the pool ladder to where the holes don't match the input for nails, the pool cover still remained balled up under the or close to the pool deck and one empty bottle of pool alga removal was thrown down on the side of the pool. The next day I called Blue Lagoon and spoke of my dissatisfaction. A female assured me that she will have the pool tech come out and rectify the situation. I had the water up to the level discussed and had the pool filter running when I found out that another hosed (which was overlooked) was corroded and that frustrated me even more. Later that afternoon the pool service tech called stating why he mounted the pool ladder they way he did (as if to help me) but that he will be back out to clear up some of my other dissatisfaction. He scheduled to come out that every same evening (6/27/14) but when the time arrived he left messages stating that he could not come out and never called again to follow up with me there after. I had to leave town the following day for a few weeks. I came home and no other attempt was made from Blue Lagoon to correct my dissatisfaction. I sent them an email via the web site and no response. I sent them another email on 7/25/14 and still have not heard a response. I am very dissatisfied with their services and lack of support in rectifying the situation. To this day, my pool was never pool ready as promised in their advertisement. I never got to enjoy my pool this summer. Dates of complaints are approximate times and not exact.Desired Settlement: I am seeking a full refund in the amount of $181.60 for pool services that never materialized to make me whole and no further contact or business with Blue Lagoon Pool Services

Business

Response:

Hello to Whom It May Concern:The direct parties that worked with this customer will not be into the office until Monday Morning August 18th, 2014. In order to give precise information into what happened with the customer and the technician!We would greatly appreciate the opportunity to fulfill our side of the story as well! Myself Victoria Holguin- Is the person whom is responding back to your message on the complaint ~ I am asking permission be granted until that time to be able to properly address the issues that have arisen from the customer! Thank You!Sincerely,Victoria Holguin

Business

Response:

Hello [redacted],This is in response to the Customer. [redacted] # [redacted] complaintOur professional technician- [redacted] responded to the customer as a pool opening request-and this is what transpired: Customer called in an requested our services for a swimming pool opening- the customers automatically get the contract information for a pool opening & while speaking to the customer on the phone, they are reviewed what the openings consist of-Please see the attached opening contract that is provided for every single customer.Upon the pool technicians arrival he had seen that the Customer's water level was not up to running level as requested per our company for a pool opening in order for the pool to be in operating order for our technician. This customer is not a first time pool owner and would know that the pool level has to be up in order to run all the equipment properly. At this stage our technician would have to return for another visit, which in turn costs are involved in time, travel and wages lost - The Customer was informed that a second trip would be necessary with an addtional charge would then be needed to complete her pool opening and also vacuuming - the customer declined an additional visit fee in order for this to happen and is part of the contract format for the customers review and signature. This is why the additional item was not completed, due to the customer declined. As far as the cover - it was cleaned and folded and placed in a location aside of the location of the pool- the customer ok'd the location in which it was placed, he also placed in the chemicals - algaecide etc. The ladder situation - Derrick repaired customers ladder anchors to pool deck - but he did not have the bolts required to fasten the ladder anchors, nor did the customer have them and she quoted that she would pick them up at Lowes herself and install them herselfAs far as the hose issues Derrick clearly had seen that a hole was in the one hose and that he fixed that one issue-as far as the other hose is concerned, we were unable to know if the second hose did not work, due to the fact that the water level was not up in order for him to tell if the hose was working properly. The customer also stated she was away for a month - and she came back to the pool in the same condition - being away for a month and no one taking care of the pool properly - would come back to definite issues, whether it would not have the proper chemical balances, rain, etc. As you can see if the water levels were not up per requested and the information that was provided to her —we made the offer to go back upon that happening, but the customer declined!We most definitely try and provide the best quality customer service possible for every single customer that comes our way -Thank You! Victoria H

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

In the sellers response they noted that I was aware of the pool having to be at a specific level which is not true. When I had talked with the pool technician the day before to ask what all I needed to be prepared he only disclosed that I only need to make the pool filter and attachments accessible, as I was not going to be at the residence at the time scheduled. There was no conversation about the importance of having the pool at a certain level at no time during the transaction or conversation. Again, to be made whole, Iam requesting a full refund of $181.00 and no further business with the seller.

Regards,

I am hugely disatisfied. I spent a little over 43,000.00 and the final product is horrible. Then the company tried to charge me an additional 1,300.00 and some change. When addressed he resorts to not in contract. For sole workmanship purposes alone the final product should look clean neat and professional finish. My gutter line was left hanging. Gates ground not filled. Above panel gutter they removed not replaced appropriately and left half off when it rained all water drained on to electric panel. They didn't put electric inspection sticker on panel until codes came and reported. Grass areas were uprooted and destroyed with their machines.