Capitol Pools & Spa, Inc

Failure to keep scheduled appointments and failure to contact after no shows.I have received opening and closing services from this business and also buy pool supplies from them. This year I had a sand replacement performed and within days I was experiencing difficulty with the amps and cell. I did not know if the problem was a result of a poorly done sand change or not related. I went to the store several times with water samples and received advice and materials of solutions to try.When nothing was working I scheduled a service call and was told it would be at least a week. The visit was to be on Friday, May 16th. I called to confirm the visit on Wednesday prior and also Friday am. I was told on Friday that they didn't see me on the schedule and they would check. Then I was told they would try to work me in after 3:00. [redacted] (who appears to be the owner)was the one to make the call. At 4:45 I called again and the individual at the front desk had no answers for me. On the following Monday and Tuesday (May 19th and 20th) I received no calls and have yet to see anyone. On Wednesday (May 21st)I called and the staff seemed to be surprised that [redacted] had not followed through. They assured me that he would come on that day. I informed them that I felt that it was best for me to go another direction with another business that was reliable and dependable. I could no longer trust this organization. It appears that the leadership, business structure,organizational procedures, and communication are flawed. I feel that this is not a one time incidence but rather a pattern of how they deal with their customers. My purpose in this report is to warn other individual seeking pool services, and to also document my problems in case they are a result of the prior service they provided. Desired SettlementI would like for them to be responsible for paying for my current problems if they are a result of the service they provided. Business Response This is not a routine practice of the Capitol Pools operation. We do not condone these practices. We strive very hard to make sure every customer is satisfied with our work and our attitude. If this customer would like to contact our store and owner, we will gladly work with them to ensure their satisfaction.

Work on my pool began in March 2014 and is still not complete. My pool's liner has been removed for months without replacing a new liner.I contacted Capitol Pools in November 2013 to change my pool to salt water only and received a price for the work. I reminded them in January that the work was to be done prior to the spring demand. [redacted], the owner came out the last week in March and also convinced me that I needed to change the liner and the steps. I told him that I didn't want my pool out of commission and it was already spring. He told me he could have a crew there the next day and get the work done in plenty of time. Well, they came out the next day, tore out my steps and left a pile of dirt sitting in the 3 foot area for months, I had frogs breeding thousands of tadpoles. It was disgusting with green algae floating around. Every time [redacted] sends someone out, they do just a little something and are gone again for weeks. [redacted] had new steps installed finally and they didn't fit the concrete that was around the old steps. He said he couldn't get up with his concrete guy for 2 weeks and finally said he was fired, That he had messed up other jobs for him. So I had to get my concrete guy to repour the concrete around the steps at my $1000.00 expense. Now I have pretty concrete and still an empty rusted looking pool that I can't get Capital Pools to finish the work nor return calls or anything. It looks like I will have to get another company to come in and complete what Capital Pools and Spa will not do.Desired SettlementI wanted my pool completed, that was 7 months ago when I began this project. Other consumers should be aware of the horrible experience that the owner of Capitol Pools has put me through. He laughingly told me that he'd have it completed by December. He continuously apologizes and I tell him the apologies are not sincere or he'd have my pool finished. He needs someone to operate his business before he has no business to run. I will have to get another company to finish this pool.Business Response Resolved

Complaint [redacted] WarrantyHad contacted the store about warranty replacement parts for my [redacted] back in May 2014, was told that all I needed to do was send an email containing pictures of the broken parts. I was first provided an incorrect email address, they then provided me with an email address that works. After 2 months of getting nothing I was told that they now have no record of me requesting the parts, even after I provided them with the sent email receipts. I was told at this point that the send person I emailed is no longer with the company. I finally got but in contact with the person responsible for the warranty, emailed her the pictures. I am now being told that I can either wait until the next time they place an order, told it would be a few months or I have to pay the shipping costs. The person I spoke with talked to [redacted] who refused to cover the $80.00 shipping cost even though if they processed the order when I first sent it they would have received my parts back in June. Desired SettlementI want the store to admit they made a mistake and not force me to cover the $80.00 shipping charge.Business Response Resolved