I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:First, the only way Valley Pool (Jeff Meadows, owner) can got out of honoring their one-year warranty is by claiming "poor maintenanceHowever, every Monday *** *** has checked the water for the past years, as I had the preceding years Even when the PH or chlorine levels were low until corrected, the two preceding heaters lasted an average of 13+ years each.Secondly, and just as important, if not more so, is the fact that as soon as the brand new heater started spewing water all over the place, I called Valley Pool However, they were busy opening other pools before Memorial Day, so it was about 1/weeks before their technician was able to come out to check the heater So for that period of time, we could not run the filter nor add chemicals Of course the water chemistry would be thrown totally out of whack Their claims of poor maintenance just do not hold water (sorry...no pun intended)Best Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while not satisfactory to me, is a compromise I can live with. I have tried reaching Mr. Meadows by phone and requested that he call back, but he has not yet responded. I wanted to discuss another, unrelated matter with him (not a complaint) I will wait for the business to perform this action and, if it does, will consider this complaint resolved. By the way, I have also been praying for [redacted] and [redacted] and for a resolution so that we can just resume our former relationship.
Regards,
[redacted]
Yes, the heater has a one-year warranty but that does not cover damage due to abuse or improper maintenance. As is our standard operating procedure, whenever we are called for this type of service we take a water sample from the pool. Our tests showed a pH of 6.4,...
(ideal is 7.4) an alkalinity of 18, (ideal is 120) and a hardness level of zero (ideal is 200) and Copper level of 3.4 which is due to the copper that was dissolved off the heat exchanger because of the horrible water chemistry. This damage to the heater is unquestionably due to improper water chemistry and is not a warranty situation.In spite of that fact, we are currently working with the manufacturer of the heater in question to see if there is anything they can do to help this customer. Our rep has agreed in principle to provide a new heat exchanger at a discounted price for the [redacted]s. When that is all finalized, we will be in contact with the customer for resolution. Jeffrey Meadows, PresidentValley Pool & Spa
I am beginning to believe that we will not be able to resolve this issue. I am offended by Mrs. [redacted] implying that I am trying to ignore my warranty responsibilities by claiming “poor maintenance.” I am not “claiming poor maintenance;” I have PROOF of poor maintenance. If there is any individual who bears responsibility for this damage, it would by Mr. [redacted]. The [redacted]s would be well within their rights to hand him the bill for this repair as he has plainly failed in his duties. As an aside, this is a manufacturer’s warranty, not mine, and the manufacturer says it is NOT a warranty situation but they are working with us nonetheless.Her claim that part of the problem was due to our inability to get to her pool promptly is at least in part due to the [redacted]s not being available for much of that time, plus the fact that, yes, we were in fact extremely busy at that time. My service manager reports that scheduling was complicated by the fact that they were gone a lot due to Mr. [redacted]’s hospital visits, which is certainly understandable and I am not casting blame. Regardless, that is a non-issue. The damage was already done. If we had we gone out the same day she called, we would have found the exact same situation.Her contention that our water test is invalid due to the time lapse makes no sense, especially when she admittedly did not “run the filter or add chemicals.” Without adding chemicals, the water chemistry would not change unless there was rainfall into the pool; which is not the case as it is an indoor pool. (Something must go into the water to change its chemistry.) Chlorine will dissipate but pH, Total Alkalinity, and Calcium Hardness will not change without treatment. (These are the parameters that were neglected and caused the problem.) In spite of the FACT that this is NOT a warranty situation, the manufacturer has offered a deeply discounted price for a new heater ($987.70) and I offered to provide labor to install it at no charge. I would be well within my rights (and responsibilities to my business) to charge them the full price for a new heater and the labor to install it – something on the order of $2,500. I’ve offered to provide a new heater (with the manufacturer’s assistance) installed, for less than $1,000.Valley Pool & Spa has built a sterling reputation over the course of our 57 years in business. We stand behind our products and services. We take care of our customers and go the extra mile to keep a happy and satisfied customer. One does not last for 57 years in this business doing anything less. I am deeply sorry and disappointed that Mrs. [redacted] feels that she is being mistreated by me and my company. The fact of the matter is that we did nothing wrong. I know we have no responsibility for causing the damage and I believe fervently that I and the manufacturer have gone above and beyond with our offer to the [redacted]s. I am disappointed that they feel otherwise.My offer stands. If they would like to proceed with the repair paying only the discounted price for the heater ($987.70), I stand ready and able to make that happen. If my offer remains unacceptable to them, I wish them the best with their pool. I will continue to keep Mr. [redacted] in my prayers. Respectfully,Jeffrey A Meadows, President
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below:First, the only way Valley Pool (Jeff Meadows, owner) can got out of honoring their one-year warranty is by claiming "poor maintenanceHowever, every Monday *** *** has checked the water for the past years, as I had the preceding years Even when the PH or chlorine levels were low until corrected, the two preceding heaters lasted an average of 13+ years each.Secondly, and just as important, if not more so, is the fact that as soon as the brand new heater started spewing water all over the place, I called Valley Pool However, they were busy opening other pools before Memorial Day, so it was about 1/weeks before their technician was able to come out to check the heater So for that period of time, we could not run the filter nor add chemicals Of course the water chemistry would be thrown totally out of whack Their claims of poor maintenance just do not hold water (sorry...no pun intended)Best Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while not satisfactory to me, is a compromise I can live with. I have tried reaching Mr. Meadows by phone and requested that he call back, but he has not yet responded. I wanted to discuss another, unrelated matter with him (not a complaint) I will wait for the business to perform this action and, if it does, will consider this complaint resolved. By the way, I have also been praying for [redacted] and [redacted] and for a resolution so that we can just resume our former relationship.
Regards,
[redacted]
Yes, the heater has a one-year warranty but that does not cover damage due to abuse or improper maintenance. As is our standard operating procedure, whenever we are called for this type of service we take a water sample from the pool. Our tests showed a pH of 6.4,...
(ideal is 7.4) an alkalinity of 18, (ideal is 120) and a hardness level of zero (ideal is 200) and Copper level of 3.4 which is due to the copper that was dissolved off the heat exchanger because of the horrible water chemistry. This damage to the heater is unquestionably due to improper water chemistry and is not a warranty situation.In spite of that fact, we are currently working with the manufacturer of the heater in question to see if there is anything they can do to help this customer. Our rep has agreed in principle to provide a new heat exchanger at a discounted price for the [redacted]s. When that is all finalized, we will be in contact with the customer for resolution. Jeffrey Meadows, PresidentValley Pool & Spa
I am beginning to believe that we will not be able to resolve this issue. I am offended by Mrs. [redacted] implying that I am trying to ignore my warranty responsibilities by claiming “poor maintenance.” I am not “claiming poor maintenance;” I have PROOF of poor maintenance. If there is any individual who bears responsibility for this damage, it would by Mr. [redacted]. The [redacted]s would be well within their rights to hand him the bill for this repair as he has plainly failed in his duties. As an aside, this is a manufacturer’s warranty, not mine, and the manufacturer says it is NOT a warranty situation but they are working with us nonetheless.Her claim that part of the problem was due to our inability to get to her pool promptly is at least in part due to the [redacted]s not being available for much of that time, plus the fact that, yes, we were in fact extremely busy at that time. My service manager reports that scheduling was complicated by the fact that they were gone a lot due to Mr. [redacted]’s hospital visits, which is certainly understandable and I am not casting blame. Regardless, that is a non-issue. The damage was already done. If we had we gone out the same day she called, we would have found the exact same situation.Her contention that our water test is invalid due to the time lapse makes no sense, especially when she admittedly did not “run the filter or add chemicals.” Without adding chemicals, the water chemistry would not change unless there was rainfall into the pool; which is not the case as it is an indoor pool. (Something must go into the water to change its chemistry.) Chlorine will dissipate but pH, Total Alkalinity, and Calcium Hardness will not change without treatment. (These are the parameters that were neglected and caused the problem.) In spite of the FACT that this is NOT a warranty situation, the manufacturer has offered a deeply discounted price for a new heater ($987.70) and I offered to provide labor to install it at no charge. I would be well within my rights (and responsibilities to my business) to charge them the full price for a new heater and the labor to install it – something on the order of $2,500. I’ve offered to provide a new heater (with the manufacturer’s assistance) installed, for less than $1,000.Valley Pool & Spa has built a sterling reputation over the course of our 57 years in business. We stand behind our products and services. We take care of our customers and go the extra mile to keep a happy and satisfied customer. One does not last for 57 years in this business doing anything less. I am deeply sorry and disappointed that Mrs. [redacted] feels that she is being mistreated by me and my company. The fact of the matter is that we did nothing wrong. I know we have no responsibility for causing the damage and I believe fervently that I and the manufacturer have gone above and beyond with our offer to the [redacted]s. I am disappointed that they feel otherwise.My offer stands. If they would like to proceed with the repair paying only the discounted price for the heater ($987.70), I stand ready and able to make that happen. If my offer remains unacceptable to them, I wish them the best with their pool. I will continue to keep Mr. [redacted] in my prayers. Respectfully,Jeffrey A Meadows, President