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Charles Crowell Pool

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Charles Crowell Pool Reviews (4)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted] This is very sad, a business having to make money off of lies and accusing the homeowner of fault when it was their fault completely. This response is nothing but lies. The poll was winterized perfectly. I have pictures to prove this. I also have pictures showing their workmanship is nothing but getting by as cheap as possible. The pool liner was paid for and signed for to be done right and to be done with brand new parts but used ones were used which caused the brand new pool liner to fail. It's not about being "upset" it's about a hometown business treating good people badly! This is not right and others on the community need to know to watch out for the "good work" crowells is claiming to give. They seem desperate for a paycheck instead of being right to the customer. Again this [redacted]s daughter not Mr. [redacted]. He is to good of a guy to even argue when he has been done very wrong, but I refuse for a man like him to get taken such advantage of when this is not his fault in the slightest. So very upsetting seeing the way he has been done. I'm sure there Are many others that have not came forward. As someone that works with the public very much here in town I have never seen such bad business ethics.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]The response to the complaint that crowells wrote is the biggest bunch of crap I have ever read. It is clear they are just trying to come up with whatever possible to cover them self. My dad signed for them to put a liner in his pool CORRECTLY and that was not done! The liner out in by crowells was put in with peices of broken parts which is the whole reason the liner failed! The cover on the pool was NOT the cause and I have pictures that there was not near the amount of water on top of the liner as they are claiming! IT IS CLEAR THIS WAS THEIR DOINGS AND THEY REFUSE TO DO BUSINESS THE RIGHT WAY! They obviously are out for only the money and not to take care of their customers and  do what they say they were going to do as stated in that contract my dad signed! If anything that contract is proof that they did not do what my dad signed for! This is the biggest joke I have ever seen by a company in Paducah ky. The management is terrible. This is not the way you run a business. Letting customers pay for something very expensive and then doing it with cheap labor and parts for it all to fall apart then blame it on the customer! This is sad!

Good morning.  Sorry  for the delay in response to Mr. [redacted] complaint.  Back in October 2015, Mr. [redacted] came in and hired us to change out the liner in his 27' above ground pool.  We wrote up a sales ticket, in which he signed, stating the size of...

pool, liner pattern, and skimmer replacement.  He paid for that ticket in full that day.  I have included you a copy for your records.  I sent out one of our crews and we removed the old liner, re-shaped the pool bottom, and replace the skimmer.  At that point, our crew noticed that the wall area where the skimmer hole is cut out was very corroded, came back a cut a piece of stainless steel and repaired that area.  I then sent him a final bill for the stainless steel piece along with the extra labor we had on 10-19-2015, in which he paid promptly on 10/26/2015. On 4/25/2016, I received a call from Mr. [redacted] stating that he had been out to the pool and that water was coming out thru the wall in several places and was very concerned. I was concerned as well, and pulled 2 of my guys off an a existing job to go over there and see what was going on.  As they are walking out to the pool and looking at it, Mr. [redacted]'s daughter is telling them that the chemicals we sold them is what has caused this, several times.  What we found was this.  My guys estimated that there was about 200 gallons of water on top of the cover, then they also found the winter cover which is normally secured to the pool with a cable and tightened down with a winch, that Mr. [redacted] has ratcheted strapped the edge of the cover to the post of the pool, all the way around the pool.  There is normally around 19 posts around a 27' pool.  Then he had ran another ratchet strap from one side of the pool across to the other side.  We left a pump on top of the cover and removed all of his straps, then left to finish our job and come back when all the water was off the top of the cover. We then came back and removed the cover, and found that the liner had come out of the hung coping track and was laying in the bottom of the pool.  His wall had corroded and water was going thru tiny pin holes in the wall and underneath of the wall.  At this point they knew that it wasn't the chemicals we sold them was the problem. Mr. [redacted] and I had a discussion on what was going to be done.  He was concerned about why this happened and that  there was some pieces of white striping was also laying in the floor.  I explained to him that was liner lock, and we use this on pools where the hung coping that holds the top of the liner gets "loose" over time.  This is a piece of wedge that helps fill the space.  Some places the hung coping it will fit it, some places it wont, so we cut the liner lock in strips and put it in all the places it would go.   We also discussed putting the liner back in, but that we would charge him for the labor to do that.   Mr. [redacted] called me back and started asking what brand of liner did we use, how long had we been using that brand, and that he had called another local pool professional where he bought the pool, and that we had put in the wrong kind of liner, and that the one we used was of very bad quality.  I explained to him that we have been using this brand for the 20 plus years that I have worked in our family business, and that that it is the same liner manufacturer  and was of very good quality.  Mr. [redacted] said that I should have known, and that "he told us", at the time of initial purchase what kind of pool it was, and I should know every brand of pool and every brand of liner that every pool company in this area has installed for the past 20 years, and that it was our fault.  As you can see on the first ticket showing information about the liner, that we noted everything that was described to us and that he signed the ticket. First of all, it is not possible to know every brand of every pool and liner for every pool company that has come and gone or still here for the past 20 years.  Mr. [redacted] caused his own problem and our guys explained to him that with the weight of the water that was left of top of the cover, caused stress on the wall that was strapped down to the posts, causing the top of the pool to pull in and the liner to come out of the hung coping track.  Then with pin hole corrosion on his wall that he purchased from another company, water was released thru those holes.  We have changed out liners on in ground and above ground pools for years, and have been in business for 49.  Why would we chance something like this?  We wouldn't.  We even went the extra mile and repaired the skimmer hole, left the job, came back to the store, cut a piece of stainless steel and then put in a liner that we wouldn't think was of good quality.   Again, Mr. [redacted] caused his this problem with the way the pool cover was installed, and letting water on top collect, causing the wall to cave in some and the liner to come out of the track.  He indicated that we are responsible for a new liner and the labor.  We disagree. Again, I apologize for the late response. Sincerely, [redacted]Crowell Pools and Spas

Good afternoon.  This is in response to the second message from the pool owner and his daughter.  I understand that they are upset, unfortunately, we still stand behind our response.  We installed a liner that was of excellent quality and our workman ship has been nothing but correct and professional, and actually went above and beyond to fix the skimmer rust before we installed the liner.  The pool owner signed and paid for the liner, labor, and the extra work in a timely manner.  But the true reason for this problem was how the pool was winterized and the amount of water that was on top of the cover.  Sincerely, [redacted]Crowell Pools and Spas

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