Brothers Three, Inc.

Review: I purchased a complete pool system with lights from brothers 3 on 9/**/13 with a spring 2014 installation date by a sub-contractor of Brothers 3 called sparkle pools. I paid for the pool in full with financing that was offered from Borthers 3 through Wells Fargo and I have paid sparkle pools in full for the installation fee which was separate. I had to accept delivery on the pool immediatly, which I did. Upon delivery on 10/*/13 the starter kit for the lights was backordered. I was promised a call when it was in, I was never called. When sparkle pools came on 4/**/14 to install the pool system that was supposed to be completed in one day they ran into a few problems; parts for filter missing, damaged panels, pool supports with plastic protection that would not come off, no starter kit for the lights. I called Brothers to inquire about the backordered started kit they said they received it forgot to call me and would drop it off that same day which they did but it was the wrong starter kit. Sparkle Pool notified Brothers about the problems. I was told they would order the materials needed to fix the pool asap, they would call me as soon as parts were in to schedule another appointment, and I was told to fill my pool with water. In the meantime I was never called and I had to call both brothers and sparkle to find out if the parts were in. Finally I'm told the parts are in and the men come to fix the pool, again the pool was not up and running due to the filter part not being the correct one and the parts for the lights not correct. In the meantime I'm unable to turn on the filter system; the pool is dirty and filled very high with water due to rail and there is no way to let out soome of the water without the filter system up and runnning, and the new pool supports could not be put on because in order to install the lights the supports need to be off and they did not want to keep taking the supports on and off with a risk of damaging the supports so the supports were left off. Again I'm promised the proper parts will be ordered asap. Again there in no phone call to me that the parts are in and we can make another appointment because there is lack of communication between brothers and sparkle, I have to keep calling them both to find out the status of the parts. Finally on 5/**/14 sparkle comes back to complete the installation again the wrong part is delivered but the installer was able to take the filter apart in order to fix it , install the lights, complete pool installation. The filter system is not working properly, my pool turned completly green, I'm unable to vacumn the pool due to the vacumn system not working, skimmer at pump is leaking, there is also no shut off valve going into the pump.With out a shut off valve you can not stop the water in order to open it to clean out the debris. I called brothers to let them know about these problem their response was the pool is working fine put a "tennis ball" in there. I was also told a shut off valve is optional but I was never told it was optional or given the option of purchasing a shut off valve. I believe the wrong skimmer system was delivered and installed on the pool. I called brothers numerous times regarding issues with the pool, repairs, etc Brothers has been paid in full and I'm paying off a loan for a pool that is not working correctly and my family can not use.Desired Settlement: GIve me what I paid for a pool and filter system that is in proper working order.

Business

Response:

Dear [redacted],

You and I have never spoken, however I am the one who has placed the orders for any parts that were damaged or missing

so

I felt that I would like to drop you a note. I am a little confused as

to what I have not taken care of for you. You called and spoke with

and stated that you did not have the LED lights at your

house for the pool installers . Which you were totally accurate about as

there was no inventory

available last year at the time of your

purchase. However, upon your call we had lights delivered to your hose

within the hour. The next issue that I recall

was that you or the

installers called and said there was a piece either missing or broken

off one of the LED light cables. At that point I ordered two brand new

units from the factory for you and to replace the one that was damaged

and the one that I was told you were uncomfortable using. (By the way I

have still not received back for credit the two units that were suppose

to be defective).

The next issue I was informed of was that the

protective film that the factory places on all the uprights to protect

the finish in transport was sticking to your uprights and was ruining

the finish on the components. At that point I placed an order for all

new uprights for your entire pool which the installers changed out for

you.

I was next notified of scratches on two top rails on your

pool at which time I once again ordered and received brand new top rails

which were changed on your pool by Sparkle Pool Service.

I am

also aware that there were parts missing on your filter system and I am

sorry that this has happened to you, but I would like you to realize we

do not open sealed cartons to check if components are missing. It would

not be proper business practice to break the seals on cartons. I know

that what ever filter parts were missing have been issued to you and

have been installed by Sparkle Pool Service.

I apologize that

there were damaged and missing components on your pool, but I would like

you to realize that at no time was your situation not handled by me in a

prompt and professional manner. I acted on every issue immediately, not

the next day, but the actual moment I was informed of your situation.

When [redacted], my daughter told me something was wrong we tried our best

to take care of everything immediately. That is why I am rather shocked

that you actually filed a complaint with the Revdex.com. I

have complete documentation with times and everything as to when I

placed orders for everything that you requested. Please notify me as to

what I did not handle to have you as a satisfied customer. I truly tried

my best to rectify your issues. If there is something that I left out

that you were entitled to and had paid for please let me know.

Very Truly Yours,

Consumer

Response:

I have reviewed the response made by Brothers 3 pools, I don't know how to respond to their response message. I would like Brothers 3 to come and fix my pool to get it in the proper owrking order at no charge. I would also like to be reimbursed for the chemicals that I had to buy because my pool turned green from an algae that was growing in the pool due to improper filtration due to the filter not working properly.

Sincerely,

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]

Sparkle pools was paid in full because they completed the installation of the pool (replaced damaged pieces, replaced part on filter, fixed lights)started the filter and left. You can not tell if the filter system is working properly until it is actually up and running for some time. My comlaints have to do with the pool filtration system which was sold to me by Brothers 3. I believe I don't have the proper system for my size pool including the skimmer system, and I think I was given an old filter; the words on the top of filter to switch the system to different functions is worn out and unreadable. Brothers 3 is trying to push this off on Sparkle Pools when this should be addressed by Brothers. For the record I was told from Borthers 3 that sparkle pools was their pool installer and sparkle pools installs all of Brothers 3 pool that they sell. Also when I called Brothers 3 to tell them my pool was not running properly they said they would charge me a fee if they came over. For the record this case is not recolved.

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

Sincerely,

Business

Response:

Dear [redacted],

purchased a Sand Filtration system along with his swimming pool. Brothers 3 has

been in the swimming Pool industry for the last 54 years. I can professionally

say we are more than capable of knowing the size filter system that is

necessary for each and every pool size we sell. With 100% confidence I will

state that we did not by any means under size the filter for his pool. If it

was necessary for his pool to have a larger system we simply would have sold

him one and charged him appropriately.

states that he also believes that the skimmer system he received is wrong. It

is the proper one for his pool. As a matter of fact, it is physically

impossible for us to offer him the wrong one because the pool wall already

comes with the skimmer cut out in it direct from the factory. Only one size

skimmer can go on his pool so it is not possible to make an error.

As far as

his statement that he thinks he was given an old filter system. He can rest

assured he was not, we had zero inventory of this model left over from the

previous year. Just to make a point though, there is no such thing as an “old

filter in our stores”. We only sell Brand New merchandise, we do not do trade ins,

or swap outs with customers. Every unit comes in a sealed carton. There were a

few parts missing from his filter, but they were replaced as soon as we were

notified what he needed. If [redacted] had informed us of any issues with the

label on his multiport valve we would have gladly obtained a new one from the

manufacturer for him. This is the very first time he is mentioning a worn

label.

If

[redacted] is having an issue with cloudy or green water, that is not a problem

with the filter system. That would be a chemistry issue. The type of filter [redacted] purchased is a sand system. It uses a bed of graded filter sand in a

tank to capture particles of dirt and debris. It has the ability to filter down

to a level of between 20-40 microns in size. It cannot remove cloudy or

greenish water. That would be a chemical issue. [redacted] did not purchase

any chemicals from Brothers 3, so how can we possibly be responsible for the

condition of his water?

In [redacted]’s previous version of his complaint you can see that his

complaint was about leaks and ball valves, that is why we spoke with Sparkle

Pool Service about his situation. At that point Sparkle Pool Service told us

they would gladly send a technician over to remedy any problems he was

having. Brothers 3 was not making any attempt "to push anything

on Sparkle". [redacted] complained of leaks, so we notified the party

that connected the fittings and hoses as we always would in that type of

situation. That is the standard operating procedure that Brothers 3 has with

all of the installation companies that we recommend.

His

comment that Sparkle Pool Service is Brothers 3's installer and they install

every pool Brothers 3 sells is not true. We have multiple installation

companies that we recommend that assemble and install swimming pools that we

sell even though this has absolutely no relevance to his complaint what so

ever.

As far as

his comment that Brothers 3 would charge him a service call to come over, that

is just not true what so ever. As I have stated in previous responses, Brothers

3 is a retail store. We sell pool products, pools, filters ladders, chemicals,

etc....we are not a service company and DO NOT have service crews that

go to customers houses. If something on the pool needs repair we have

arrangements with the installation companies that install our pools to go to

the customer’s house and do the repair work.

It seems

that [redacted] has an issue with us and we can simply not understand why. We

tried to be professional and handled every issue that he presented when his

pool was being installed. We replaced every component that was either defective

or damaged, but we cannot make this individual happy. His story changes every

time he writes a new response. I do not believe there is anything that we can

do to change this man’s attitude towards us.

Betty, you know our reputation. We have been in business for 54 years with an

A+ rating. We go out of our way to keep our customers, to earn their future

business, and earn their referrals. I hate to say it, but the better a company’s

reputation the more people try to strong arm you with threats of RevDex.com complaints even when they are the ones that are wrong. Just

because they realize that you as a business don't want a complaint on file they

try to use this to their advantage. It is kind of unfair, if you have lots of

complaints then the consumer cannot do this to you because one more complaint

does not matter, but when you have an outstanding record and want to keep it,

you get blackmailed by certain types of people. This really is not a very fair

system.

We have done nothing wrong to this gentleman. His story changes each and every

time he writes to you. I find myself constantly having to defend Brothers

3 from a situation where we have not wronged anyone, yet this situation just

continues and continues.

If he

wants any chemical advice or any kind of pool advice from us all he has to do

is ask us. We are more than willing to guide a pool owner as they learn how to

maintain their pool.

This gentleman has

received everything that he was entitled to.

As a

matter of fact he never returned to Brothers 3 the hundreds of dollars’ worth

of LED lighting that we sent over because he claimed the original was

defective. He did not pay us for these lights yet he kept them. I do not

seem to see him mentioning this as an issue.

Very Truly

Yours,

Review: I purchased my pool from Brothers 3 last year. Upon opening my pool after only 1 year it had several holes through the metal wall that also damaged the liner and rusted. This was a defect of the pool and Brothers 3 did honor their warranty and gave me a new pool wall and liner but will not pay to reinstall the pool. Brothers 3 wants me to pay $500.00 to have my pool reinstalled. I feel that a company should stand behind their product and when a product is defective, they should pay to have my pool reinstalled because this could happen every year if their pool is defective again. I already paid $1400.00 to have this pool installed and a product should not fail after one year to no fault of my own. It should not be the customers responsibility to have the pool reinstalled, Brothers 3 should be responsible and pay to have the pool reinstalled since their pool was defective.Desired Settlement: I would like Brothers 3 to pay the $500.00 to Sparkle to have my pool reinstalled. I would also like all chemicals to restart my pool again. Thank you.

Business

Response:

Dear [redacted],

In response to the complaint from [redacted]

Quote [redacted]: See Below:

"I

purchased my pool from Brothers 3 last year. Upon opening my pool after

only 1 year it had several holes through the metal wall that also

damaged the liner and rusted. This was a defect of the pool and Brothers

3 did honor their warranty and gave me a new pool wall and liner, but

will not pay to reinstall the pool. Brothers 3 wants me to pay $500.00

to have my pool reinstalled.

I feel that a company should stand behind

their product and when a product is defective, they should pay to have

my pool reinstalled because this could happen every year if their pool

is defective again. I already paid $1400.00 to have this pool installed

and a product should not fail after one year to no fault of my own. It

should not be the customers responsibility to have the pool reinstalled,

Brothers 3 should be responsible and pay to have the pool reinstalled

since their pool was defective."

RESPONSE TO [redacted]:

First Point: [redacted] is quite aware that this was a manufacturer warranty (Wil Bar International the manufacturer) and that they were going to give him a new wall and charge him a 10% handling fee of approximately $180 as spelled out in the terms of the written manufacturers warranty that I have sent to you as an attachment. We (Brothers 3) to with the sole purpose of saving [redacted] this fee sent our own truck to pick up the wall for him to save him the $180 fee that he makes no mention of.

Second point: The factory deemed that the holes in the liner were not under warranty at all. They were not giving him any liner what so ever as they only cover seam separation, not puncture holes. We (Brothers 3) at our expense gave [redacted] a brand new liner at no charge to him fully at our expense simply to try to show [redacted] that we are a very reputable company and wanted to assist him to the best of our ability. [redacted] was fully aware that the manufacturer was not going to give him a new liner and once again made no mention of this in his complaint.

Third point: If you read over the terms of the manufacturers warranty you will see that there is no coverage for the cost of labor ever included in the warranty coverage. As an accommodation to [redacted] we (Brothers 3) contacted the installation company whom [redacted] had originally hired and paid to install his pool. We asked them if they could please give us some assistance in helping with [redacted]'s situation. They told us that if [redacted] hired them to replace his wall and liner they would only charge him the cost of labor needed to cover their workers time for this repair.

Summary: If you take the time to read the terms of the warranty for the particular pool that [redacted] purchased you will see that it is number one a manufacturers warranty and it is their terms of coverage, not Brothers 3's coverage. Yet we have gone above and beyond to try to assist [redacted] and if you read over his complaint what he is essentially saying is that we handled his problem, but he would like for us to handle it under his terms (quote [redacted]) "I feel that a company should stand behind

their product and when a product is defective, they should pay to have

my pool reinstalled because this could happen every year if their pool

is defective again."

Brothers 3 has done more than honor the manufacturers warranty, we have stepped up and paid hundreds of our dollars to assist [redacted]. We purchased the liner for his pool which sells for Several hundred dollars and we sent our truck to pick up the wall for him so that he did not have to pay the manufacturer $180 for handling and shipping costs.

If you have any questions I would be more than happy to discuss.

Very Truly Yours,

Brothers 3 Pools

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:

I feel that Brothers 3 could have went out of their way a little more to stand behind their product. I paid $1400.00 to have the pool installed last year and after only 1 year I feel it is unfair that I should have to pay anything since this was of no fault of mine. Since it was a defect in Brothers 3 pool, I feel that they should pay to have my pool reinstalled. Thank you.

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

Sincerely,

Business

Response:

We can totally appreciate that the customer was not happy with having a defective component and totally sympathize with his thought process. It truly is our belief that we tried to do the right thing for [redacted]. Brothers 3 did more than follow the terms of the manufacturers warranty. To save [redacted] money on the factory shipping costs we sent a truck and picked up his new wall saving him $180 in shipping. Brothers 3 gave [redacted] a Brand New Liner when it was deemed by the manufacturer that there was no defect in the liner. That was several hundred additional dollars that we spent to assist the [redacted]. We contacted the installation company and requested their assistance with repairing the damaged product. They told us that they would deeply discount the repair work as a customer accommodation. We informed them that the homeowner now has all the brand new components at his house to do the repair and to expect a phone call from the homeowner to replace the parts at his convenience.

In summary it is our belief that we handled [redacted]'s situation fairly and professionally. However, so that [redacted] can tell his friends and family that Brothers 3 goes the extra yard for their customers we are going to absorb his installation expense. There will Not be a cost for the replacement of his pool wall and liner. The labor is being included even though the manufacturer does not cover the cost of labor. I have spoken with the installers this morning and have advised them of the situation.

Very Truly Yours,

Brothers 3 Pools

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,