C. Rathman, Inc.

We purchased a pool back in April of 2019 the store used The Pool Guy LLC as their recommended contractor so we called and left a message as you never get to talk to a real person when you call it always goes to voicemail and most of the time they never call to address your concerns of if they do it is weeks later. We were originally supposed to have it installed May 28th but because of the rain we were pushed back to June 4th. So on Monday they called and confirmed and told us that the first crew which was the owner and a worker would be coming around with a bob cat to do the digging and leveling off the ground and then the second crew will be coming behind them and put the pool up. They would be here between 12 and 3 pm well they didn't show up and then at 4 pm they came rushing in just as the kids were all getting home from school etc. I had time to show them where to dig and then I was watching them and the guy driving the bob cat who happened to be the owner was going like super fast and skidding in my back yard. The kicker they said to me that "oh we are so far behind that the installers will be here tomorrow between 11 and 1 to install the pool" so loosing me a day of filling the pool and getting it ready to be able to actually swim when it gets warm out. You should see the mess that bob cat made in my yard. If he was driving any sort of normal and not like a crazy man the damage would not of looked the way it does. So today the installers called and said they would be late and came at 3 pm and were here till 6 pm We told the one installer how we were not happy with the guys yesterday and what they did to the yard. To that the installer said "well you wanted your pool installed right" . We said yes but this is poor customer service to do this to someones yard and not even offer to help fix it or take money off of the 1505 fee to install that they charged us which included a 200$ fee to drive to our house which is 45 mins from their home base for "gas" I can drive to Florida in my van for less than that. I am attaching what they did to my yard below. I might add that the area they ripped up was NOT wet as we had no rain for several days at this point. It was obviously due to being in a hurry and having no respect for our property.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will accept the $refund.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Pics show the post that are damaged the patio block was to far in comcompared to good post with block out furtherOnly guys who installed poolAll damaged post blocks ate to far in all should be the dame improper installionPools I looked at post all the way on blockMy pics prove thatWant this resolved or will call channelcall for actionTksPs the post that sits fully on block no damage post next to it damaged cause of placement of block clearly see in pic

To Whom It May Concern:This customer was indeed charged a $overdig feeWe include inches of leveling in our installation price, and anything that is required beyond inches of leveling is billed at $per inchIt was discussed on the phone when the customer booked his
installation with us, it is in our contract, and on our websiteThe site where the customer chose to place his pool was shot with a laser transit and dug by me ( the owner of The Pool Guy) He was inches from high to low11"-4"=7" x $($175.00) Yes, this customer's wife was at home, but the customer was also contacted on his cell phone prior to the dig startingWe shot an area of - feet around, because for a foot pool installation, we level - feet beyond the pool size to ensure a level working area around the pool. In addition, this customer was also given $off of our standard travel fee as a courtesyWe are located in Lockport , NY, and this customer is in Angola, NYThat is two hours of travel, one hour each way. Regardless of the circumstances, I did try to contact *** *** twice to rectify the situationIt is unfortunate that he chose to contact the Revdex.com instead of just allowing us to discuss the matter We have no reason to overcharge any customer, and would not be in business for this many years if we did so. As a resolution to this issue we offer to refund a total of $ If that is acceptable, we will mail the refund immediately. Thank You,C Rathman Inc/ dba "The Pool Guy"

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***

no money was received, a decision was made due to the fact it being a forty year old redwood pool, the liner replacement would have been a larger project than expected

To Whom It May Concern,We have spoken to this customer several times. His pool was installed properly and the customer used the pool for an entire summer without issue. The Pool Guy has installed thousands of pools over 15 years. (Well over 500 pools per season).  We install them...

quickly because we are experts and each crew has 3-5 installers, not because we are in a hurry to get a job done. Each and every pool is installed in the same manner, and with the same materials. We install every pool according to the pool manufacturer's specifications.  An above ground pool MUST have patio block under each upright, and each block must be shot with a laser transit and leveled to within an eighth of an inch for proper installation. We have explained clearly that the damage caused to his pool was due to winter weather, ice and snow. Any insurance adjuster on the planet would attest to this fact, and the pool store from which he purchased the pool has also explained this to him.   We also have photos of this customer's pool with one gallon water jugs hanging off of it. This is absolutely the WRONG  way of securing the winter cover on a pool. That simply means that you are hanging very heavy chunks of ice around the top perimeter of your pool. This alone can cause damage to the structure and pull the top rails up and lift the posts off of the ground. If the patio block under the uprights of his pool have indeed heaved, we cannot control that. We are not scientists who can predict if a certain area of ground in a persons backyard is going to shift due freezing ground water or weather conditions.  It is simply ridiculous.   Unfortunately, we cannot control the fact that our area has suffered extreme weather conditions, sub-zero temperatures, and over 100 inches of snow this past winter season. It is absolutely impossible that [redacted]'s pool had no snow or ice settled on the winter cover.     If you were to call ANY insurance company in this area, they would tell you that there are thousands of people all over Western New York with damage to their above ground pools this year. Unfortunately, most insurance companies do not cover ice or snow damage, as this customer knows. The fact that other pools in his neighborhood did not suffer damage is simply irrelevant. We have repaired over 150 pools this year alone with similar winter issues. Most, in far worse shape than [redacted]s' pool.  The vast majority of them were pools that were not installed by us. Some of the pools have been standing through 25 or more winter seasons, and unfortunately, some were just installed last year.  We have offered to repair [redacted]s' pool at a discounted rate of $500.00, but instead of scheduling the repair, he chose to file a complaint with the Revdex.com. As far as we are concerned this matter is closed. We have explained everything very clearly to this customer, and we will not take responsibility for Mother Nature.This is NOT an installation issue, it is a weather or ground issue, and we do not repair pools for free.Thank You For Your Time,C Rathman Inc.dba/ "The Pool Guy"

To Whom It May Concern: We did indeed repair this customer's pool last spring after it had suffered winter damage . The customer used her pool all summer without issue. We did not close this customers pool, and we have no way of knowing if the pool was closed correctly or not. What we do...

know is that this year, the western New York region experienced yet another harsh winter. This time with well over 100 inches of snow and well below freezing temperatures across the area. Thousands of  homeowners had damages to their pools. It is unfortunate that this customers pool was damaged again, but our company did not cause the damage. To put things in perspective, even the owner of this company has a pool that was damaged this past winter season. We do not guarantee any repair or installation when it comes to Mother Nature.Furthermore, our office receives well over 100 calls per day during pool season. We cannot take on every job, nor return each and every call. We are under no obligation to do so.Although our company didn't even do the installation of this pool, as a courtesy , we sent an installer out to this customer's home TWICE to supply an estimate to fix the pool again. This customer did not want to pay for the repair, and we do not do repairs or jobs of any kind for free. If the homeowner does not want to pay us to do a job, then we will not do the job. There are many pool installers in the area, and if this homeowner needed her pool repaired for a lesser price , then she could have called another company for an estimate. Perhaps she could have contacted the installer that did the initial installation.  This is neither our fault, nor our responsibility. The repair was done correctly, and there is absolutely no contract implying ANY guarantee whatsoever to this customer. We will consider this matter closed, and we will not be refunding any money. Thank You, C Rathman Inc. dba/ The Pool Guy

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined...

that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There was no acceptable resolution to thus complaint.  The company made no attempt to contact to resolve and in fact did not even respond to the Revdex.com complaint in the time allotted.  As it relates to the response provided the facts are as follows:1. The company operated as outlined in my original complaint with no follow calls to attempt to resolve.2. The age of the pool is provided when you schedule the appointment (that is how they know the age)3. ALL walls and decking were replaced 7 years ago.  There is no plywood.4. Another vendor came in did the job for the same price in 4 hours (with 2 guys)The response speaks volume.  Basically they are confirming how they operated...We got there thought the job was too big (because of their coping mistake) and walked off.  I would refer back as well to the experience outlined as well as no attempt to resolve.Regards,
[redacted]

We spoke with Pool Mart, and the customer must contact [redacted] at Pool Mart's Depew location.  He can pick up seven bottom plates at no cost, if they are in stock. We will assume that this matter is now resolved.C Rathman Inc.The Pool Guy

I have attached a picture off a pool return with dear explanation. I hope you can understand this. I thought my previous message seemed pretty clear. First, I never fixed the leaking pool return. I don't...

have any idea where the pool guy would get this idea. Second, Carl, an employee was at my home weeks before owner arrived. Carls first attempt to fix the leak was no good ( he tightened the part). On this attempt, pool was still running. His second attempt replaced part with old used part and the pool was being closed for the season. I will no know if it works or not until the spring when water is being filtered through it.  to explain the photo, a pool return brings clean filtered water back into the pool from the filter. My original pool return was leaking around the grooves on the outer wall piece that screwed into inner wall piece. The fact that Carl used an old return with dried caulk/ silicone around the same grooves leads me to believe that this used part that was installed may also leak in the spring when pool is up and running. The pool water level is lowered in the winter months so I must wait to see once water is being pumped through used return if I can say that the leak is fixed and I am satisfied. I hope the pool guy can understand my concerns and why I have waited to pass judgement on this possible repair.

Fitting was leaking, my guys went out and insured it was fixed. It appears he had fixed himself.

Review: Purchased an above ground pool from Pool Mart, Transit Rd Depew on 7/8/13. Arranged, through Pool Mart for installation by "The Pool Guy" on 7/11/13. The installation price is listed as $1700. We were charged an additional $610 for travel and "grading". It was indicated that sufficient topsoil would be placed around the pool for backfilling. The majority of the fill was "subsoil" and clay...and was over 12 wheelbarrow loads short. The subsoil/clay rendered the backfilling very difficult. We expected "routine" damage to our lawn, however the lawn on the east side was excessively damaged and it took 2 weeks to repair. Pool Mart would not divulge contact information for the Pool Guy("We don't have their address") but advised that they, in fact, had forwarded my complaint(and photos) regarding installation. Subsequent complaints were never responded to.Desired Settlement: 1) The courtesy of a written response. Written original complaint was sent on 7/15/13.

2) A partial refund of $500 due to backfilling difficulty and excessive damage to lawn.

Business

Response:

To Whom It May Concern:

Review: I purchased a above ground pool from pool mart, [redacted] and paid $2897 for above ground pool ###-###-####. pool mart recommened C Rathman inc. the pool guy ###-###-#### for installion of pool and said he was the best. I called the the pool guy and asked him to install and asked that I was concerned about using patio blocks and that during the winter will my post heave they said if installed correctly you will not have a problem. the pool was installed 5/28/2014. after winter ended I had seven post heave and broke away from pool and lifted my top post 3 inches above pool wall. I called the pool guy and talked to his wife she stated my post did not heave and my pool cover for the weight of the water and wind lifted my top rail and pulled my post up. first off, their was no water on my cover nor snow also if my top rail pulled my post up then they would not still be sitting on top of patio block but be 3 inches off ground. she insist and the head installer said it did not heave but said their not responsible even if it did. I have pictures showing my post still on patio block and block is heaved up and a few blocks sunk in ground and not level. since the warm up the top rail has returned to its original postion cause the post settle down. but now I have 7 broken post and patio blocks not level. I have neighbors and friends that have had no problems with their pool over the harsh winter and many who have had their pools up over 5yrs with no problems. yes many pools were damaged this yr cause of the snow in buffalo and southtowns which the pool guy states their phone is ringing cause of pool damage well mines from ground heave not snow which here we did not get. they installed my pool for $925 and not even a year later it failed. they are the profesionals why I hired them to install level and do what it takes or recommend to prevent this, my opion they installed quickely and did a poor job. as I have stated I have drove around and looked at least 20 pools in which all are fine and seem to be installed more accurately. they said they would come fix for $600 which I feel I should not be charged as even my neighbors pool of 10yrs is fine they are the pool experts and if done correctly patio blocks should of not heaved. I first started with pool mart they said to call C Ratham Inc see what they say and if u get no where let us know and we will see what we can do. well pool mart washed their hands of it and said he doesn't work for us but pool mart said he was the best. I feel I should not have to pay for this repair as something was not done correctly as I have stated the other pools I looked at are fine as my patio blocks heaved up and are no longer level but half sunk in ground. I feel Pool Mart and the pool guy should cover the repair or some kind of soulution. thank you for your time.Desired Settlement: reinstall my pool and damage be fixed

Business

Response:

To Whom It May Concern,

Purchased an above ground pool from Pool Mart, Transit Rd Depew on 7/8/13. Arranged, through Pool Mart for installation by "The Pool Guy" on 7/11/13. The installation price is listed as $1700. We were charged an additional $610 for travel and "grading". It was indicated that sufficient topsoil would be placed around the pool for backfilling. The majority of the fill was "subsoil" and clay...and was over 12 wheelbarrow loads short. The subsoil/clay rendered the backfilling very difficult. We expected "routine" damage to our lawn, however the lawn on the east side was excessively damaged and it took 2 weeks to repair. Pool Mart would not divulge contact information for the Pool Guy("We don't have their address") but advised that they, in fact, had forwarded my complaint(and photos) regarding installation. Subsequent complaints were never responded to.