Initial Business Response /* (1000, 20, 2016/10/26) */
Mr.*** was present during the whole closing processHe never mentioned any complaints while we were thereThe plastic cover that covers the springs comes off all of the time when we are opening and closing poolsThey just slide back over
the spring(Which we did) There was an anchor that we could not get to come upThis is not a warranty issueDirt and things get into the threads of them and they are sometimes impossible to get upHe stood over us and watched us try to get it upIf you spray silicone on the anchors, dirt will stick to the anchor and make it harder to get up in the fallThis is from previous experienceI will guarantee he will need new anchors drilled if silicone is applied to the anchorsCoverstar does supply a tool that we use to take the anchors up and downIt is a inexpensive aluminum allen wrench intended for the initial installationIt was not damaged beyond use, but if he wants a new one, he can come pick one up at our Elkhart locationThe cover is drug across the pool and concrete to put the cover on and offThere is no magical way to place the cover on the pool without doing soWe provided him with a copy of the closing paper workIf a customer desires to know a specific time they are told to call in to the office the night beforeI do the next days routing the day before we close the pools, since we do an average of 12-closings a day and some people change their closing dates due to weather or other circumstancesAs far as draining the water from the filterThere was no instruction when he scheduled his closing, so we were not aware of any special services he wantedWe try to provide our customers the best service and respect their equipment like it was ours
Initial Consumer Rebuttal /* (3000, 22, 2016/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our Pool was one of the first built by "Paradise Pools" of Elkhart over years ago (then under different ownership)
We have relied on the expertise of the staff of Paradise pools for as longI hope to continue to work with the staff but having the current owner do another thing to our pool is unlikely due to his inability to provide prompt customer service when it comes to answering questions and concernsEven now he has not reached out directly to my concerns and makes excuses and does not address the real concerns I posed
I specifically requested to be notified when the work was to be doneI work at home so I am always thereI requested a simple cell phone call when they arrived
There was no plastic cover discussed in my complaintIt was a protective metal end piece on the end of one of the tie-down straps
It is the manufacturer who suggest to spray the anchors with silicone at the spring opening not meI would use graphite
As far as the dragging of the pool coverI don't expect "Magic" but to drag the new bagged pool cover without making an effort to lift it to the installation site was just inconsiderate and lazy
As far as draining the filter water inside the pool house and not route the water to the outsideI did not think it was necessary to tell the professionals to make some effort to redirect the drainage away from the buildingIts not like there were not hoses/pipes right there
The finial element that was not address, the warranty paperworkI was told the warranty paper work was submitted but I never received any paperwork to confirm this so I called the manufacture who informed me my cover had not been registeredThis item has been resolved by my effort
I was able to loosen the stuck anchor with little effort using a proper steel allen wrench and a small hammer but I am not the paid professionalI just would think if they have tie-downs there is a reason for eachJust leaving the tie-down strap unconnected without mentioning it to me verbally or in writing on the work ticket strikes me as unprofessionalI did see them work with my allen wrench and twisted it around to timesIn my book if you damage someone else's tool you replace itWhen they then stepped away I just assumed they had fixed itIt was after they left I saw the tie-down was just laying loosely next to the anchorIt is nice he is now offering to replace the allen wrench as this was not offered when I first calledI was just told "it still worked"This is true and if I bent a hammer degrees it will still hammer, just not as intendedHad he offered replacing the "Cheap tool" when I rinsed the concern and answered my other questions all of this could have been avoided
It is obvious the Paradise Pools owner Mr*** himself and I have a different view when it comes to what is good customer serviceI will keep this in mind for any future work as he has not displayed any respect for me or my propertyAs he is not willing to take any responsibility for the concerns mentioned in my complaint I will have to accept this as an unresolved complaint
The Elkhart Paradise Pool staff have always been very helpful and the previous technician (***) that had worked with me was very customer orientedPerhaps if Mr*** had shown some respect and demonstrated some concern for his customers questions and concerns he could have prevented this whole situation
Initial Business Response /* (1000, 20, 2016/10/26) */
Mr.*** was present during the whole closing processHe never mentioned any complaints while we were thereThe plastic cover that covers the springs comes off all of the time when we are opening and closing poolsThey just slide back over
the spring(Which we did) There was an anchor that we could not get to come upThis is not a warranty issueDirt and things get into the threads of them and they are sometimes impossible to get upHe stood over us and watched us try to get it upIf you spray silicone on the anchors, dirt will stick to the anchor and make it harder to get up in the fallThis is from previous experienceI will guarantee he will need new anchors drilled if silicone is applied to the anchorsCoverstar does supply a tool that we use to take the anchors up and downIt is a inexpensive aluminum allen wrench intended for the initial installationIt was not damaged beyond use, but if he wants a new one, he can come pick one up at our Elkhart locationThe cover is drug across the pool and concrete to put the cover on and offThere is no magical way to place the cover on the pool without doing soWe provided him with a copy of the closing paper workIf a customer desires to know a specific time they are told to call in to the office the night beforeI do the next days routing the day before we close the pools, since we do an average of 12-closings a day and some people change their closing dates due to weather or other circumstancesAs far as draining the water from the filterThere was no instruction when he scheduled his closing, so we were not aware of any special services he wantedWe try to provide our customers the best service and respect their equipment like it was ours
Initial Consumer Rebuttal /* (3000, 22, 2016/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our Pool was one of the first built by "Paradise Pools" of Elkhart over years ago (then under different ownership)
We have relied on the expertise of the staff of Paradise pools for as longI hope to continue to work with the staff but having the current owner do another thing to our pool is unlikely due to his inability to provide prompt customer service when it comes to answering questions and concernsEven now he has not reached out directly to my concerns and makes excuses and does not address the real concerns I posed
I specifically requested to be notified when the work was to be doneI work at home so I am always thereI requested a simple cell phone call when they arrived
There was no plastic cover discussed in my complaintIt was a protective metal end piece on the end of one of the tie-down straps
It is the manufacturer who suggest to spray the anchors with silicone at the spring opening not meI would use graphite
As far as the dragging of the pool coverI don't expect "Magic" but to drag the new bagged pool cover without making an effort to lift it to the installation site was just inconsiderate and lazy
As far as draining the filter water inside the pool house and not route the water to the outsideI did not think it was necessary to tell the professionals to make some effort to redirect the drainage away from the buildingIts not like there were not hoses/pipes right there
The finial element that was not address, the warranty paperworkI was told the warranty paper work was submitted but I never received any paperwork to confirm this so I called the manufacture who informed me my cover had not been registeredThis item has been resolved by my effort
I was able to loosen the stuck anchor with little effort using a proper steel allen wrench and a small hammer but I am not the paid professionalI just would think if they have tie-downs there is a reason for eachJust leaving the tie-down strap unconnected without mentioning it to me verbally or in writing on the work ticket strikes me as unprofessionalI did see them work with my allen wrench and twisted it around to timesIn my book if you damage someone else's tool you replace itWhen they then stepped away I just assumed they had fixed itIt was after they left I saw the tie-down was just laying loosely next to the anchorIt is nice he is now offering to replace the allen wrench as this was not offered when I first calledI was just told "it still worked"This is true and if I bent a hammer degrees it will still hammer, just not as intendedHad he offered replacing the "Cheap tool" when I rinsed the concern and answered my other questions all of this could have been avoided
It is obvious the Paradise Pools owner Mr*** himself and I have a different view when it comes to what is good customer serviceI will keep this in mind for any future work as he has not displayed any respect for me or my propertyAs he is not willing to take any responsibility for the concerns mentioned in my complaint I will have to accept this as an unresolved complaint
The Elkhart Paradise Pool staff have always been very helpful and the previous technician (***) that had worked with me was very customer orientedPerhaps if Mr*** had shown some respect and demonstrated some concern for his customers questions and concerns he could have prevented this whole situation