Clearwater Pools

What [redacted] is stating is pretty untrueI was the one who said to him from the beginning if the cost was going to be more than the tub was worth I wanted him to let me knowHe did not contact me, I contacted him several times per the dates listed, the only time he tole me he spend on the tub was hours of his own time and then hours at a later date after we had spokeThe first ime, after the hours he told me couldn't find the leak and that he was going to put it back up and fill with water The second time I spoke to him, again I called several times, he said he found the leak quoted me a price of $and said he would have to replace a part/refill the foam I want him to refill the foam , replace the part he stated at the quoted price and return my hot tub I will not do futher business with someone who states lies as he has in his response, they are not true The tub is older but that is exactly why he said he would probably end up replacing the foam We did discuss prices of newer tubs or tradeins, but I had told him if he could repair to repair it and that is where we left it I was promised that he would have the tub returned to me by the first of the year Jan 2015, then again mid Feb, then again mid march, then again the end of April, again no phone calls, no tub I had to call each time and each time he had a diff excuse, told me in march he had to layoff his guys, well at that point he had the tub for months!, I do not accept his response Regards, [redacted] ***

I agree Clearwater has taken too much time repairing Mrs***’s hot tub I did inform her the fix would amount to more than the hot tub’s value, and recommended to [redacted] , it is financially time to move on and look at other options Our labor rate is $/hour and we have spent hours, fixing the year hot tub Please keep in mind the fully-foamed plumbing takes time to remove and expose plumbing lines Clearwater has tried to keep her cost down per the timeline, everytime we fix a leak, the invasive nature of digging through the plumbing, creates another problem on this year old hot tub The process invovles fixing the problem (hot tub lifted and positioned on the side to expose bottom) and once fixed lifting tub back down , filling w/ water (gallons/fill not billed to customer, numerous times) to check if we ultimately fixed the leakI advised against this repair at the beginning of the customer’s timeline, and as soon as we redeliver, Mrs [redacted] has a year old hot tub due to fail I can expedite this process by billing the accurate rateThank you, [redacted] President

May 5,2018Revdex.com Holiday Drive, Suite Pittsburgh, PA 15220RE: ***This letter is in response to Ms ***’s complaint to the Revdex.comClearwater offers several options to our customers when making a spa purchaseOur “months at 0% interest” offer that Ms *** refers to,
allows a financially-qualified purchaser to customize their purchasing paymentWe have examples of possible monthly payments posted on the spas, along with asking the shopper to inquire about the details of the offerThe posted monthly payment example represents the price of the spa, less a down payment divided by the monthsA qualified customer can modify the monthly payment any way they want to by making more or less of a down paymentIt seemed that when our sales associate was explaining the offer to Mr ***, he became argumentative and began brow beating our associate, stating that his job involves working in “compliance” and what we were doing was not legalMr *** called our store several days later and said, “We have a problem and we’ve filed a complaint about this matter.” At that time, it became obvious that they were no longer interested in purchasing a spa.Ms***, who is an existing customer, had Clearwater in May of repair her above-ground poolAfter the work was completed, she informed us that she could not pay the entire invoice since she was seasonally employed and asked if she could make payments insteadClearwater consented, but when payments were not forthcoming, Clearwater began assessing finance charges on the past-due amountMs*** eventually contacted Clearwater to complain about the assessed financed chargesAnother agreement was reached; it could take months to pay Clearwater on an invoice that was “Due Upon Receipt”In light of these circumstances one has to wonder if Ms *** would qualify for financing a spa.Ed K*** Clearwater Pools

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
Regards,
*** ***

What [redacted] is stating is pretty untrue. I was the one who said to him from the beginning if the cost was going to be more than the tub was worth I wanted him to let me know. He did not contact me, I contacted him several times per the dates listed, the only time he tole me he spend on the tub was 5 hours of his own time and then 8 hours at a later date after we had spoke. The first ime, after the 5 hours he told me couldn't find the leak and that he was going to put it back up and fill with water.  The second time I spoke to him, again I called several times, he said he found the leak quoted me a price of $1200.00 and said he would have to replace a part/refill the foam.  I want him to refill the foam , replace the part he stated at the quoted price and return my hot tub.  I will not do futher business with someone who states lies as he has in his response, they are not true.  The tub is older but that is exactly why he said he would probably end up replacing the foam.  We did discuss prices of newer tubs or tradeins, but I had told him if he could repair to repair it and that is where we left it.  I was promised that he would have the tub returned to me by the first of the year Jan 2015, then again mid Feb, then again mid march, then again the end of April, again no phone calls, no tub.  I had to call each time and each time he had a diff excuse, told me in march he had to layoff his guys, well at that point he had the tub for 6 months!, I do not accept his response.
Regards,
[redacted]

I agree Clearwater has taken too much time repairing Mrs. [redacted]’s hot tub.  I did inform her the fix would amount to more than the hot tub’s value, and recommended to [redacted], it is financially time to move on and look at other options.  Our labor rate is $75.00 /hour and we have spent 30...

hours, fixing the 16 year hot tub.  Please keep in mind the fully-foamed plumbing takes time to remove and expose plumbing lines.  Clearwater has tried to keep her cost down…per the timeline, everytime we fix a leak, the invasive nature of digging through the plumbing, creates another problem on this 16 year old hot tub.  The process invovles fixing the problem (hot tub lifted and positioned on the side to expose bottom) and once fixed lifting tub back down , filling w/ water (355 gallons/fill not billed to customer, numerous times) to check if we ultimately fixed the leak. I advised against this repair at the beginning of the customer’s timeline, and as soon as we redeliver, Mrs [redacted] has a 16 year old hot tub due to fail.  I can expedite this process by billing the accurate rate. Thank you,   [redacted]President

Told pool pump had cracked housing and needed replacing, asked but refused written documentation of that problem. 2nd opinion found no such problem. Pool pump began leaking, discovered the problem was the need for a new gasket/seal. I contacted [redacted] and was given the number to their service techs, in this case, Clear Water Pools.I called and left a message, call was returned. Problem was explained, I was told by gentleman on phone at Clear Water Pools to be sure to have payment of $45.00 for the service call, and that when technician arrived the technician would have the parts to make the needed repairs during that same service call. There was no need to find the problem, it was a seal/gasket that broke, due to normal wear and tear. This was also stated by the technician during his visit. The tech took a photo, never opened the pump to replace seal. He simply stated that if the water had gotten inside then the bushings would "eventually" need replacing so he was going to recommend replacement due to that. Repairs were denied by [redacted] because Technician reported his finding to be that the pumps housing was cracked, and pump needed to be replaced with new one. I told [redacted] that this was not correct and there was no such problem with the pump. [redacted] than made me seek a 2nd opinion to prove the finding of their service technician was incorrect. I did do that.The pump was repaired. [redacted] has accepted the claim and is covering the cost of repair and service call to replace the gaskets/ seals parts that were needed. It was also noted that there was no crack in the housing.When I contacted Clear Water Pools to let them what the finding was and to request a refund of the service call of $45.00 from Clear water pools I was told that they would check and call me back.When I was notified again I was denied the $45.00 refund but was offered a credit of $45.00 instead. This is not satisfactory to me, they refused to supply documentation of problem found by their technician when I requested it because it was not only false, it was not even close to what the technician told me was wrong when he was here. He was also with another technician who remained quiet pretty much the whole time. He did the main tech if he could really submit his findings without- and was interrupted by the main technician saying "I can submit whatever I want, I'm the technician." Not only did that not matter to the person I spoke to at Clear Water Pools, the owner I believe, but they also stood behind the technicians findings and said submit 2nd opinion if the tech is wrong. I did this.Before having to seek a 2nd opinion, I had asked them to resubmit a revised problem/repair report to [redacted] and make the repairs that were reported originally. They declined to do that and told me to get a second opinion as suggested by [redacted]. If the technician was wrong than let them know. I did this.When a second opinion was obtained and was able to prove that the technician was not correct in his findings I called them to let them know, they declined my sending the invoice to show this, and also declined to give me a refund of the service call.Desired SettlementA refund of the service call fee is being sought and the cost of pool cleaning and closing due to the extended length of time that lapsed between reported need for repair to being able to repair due to having to get second opinion and wait time.Due the extended wait time and no pump working the need for cleaning before closing is now a problem. as is finding a company to close the pool this late in the season.Business Response Dear Revdex.comThis is [redacted],the owner of CWP Inc. The complaint you received is correct.We received a work order from[redacted] warranty co. to check out the pump at this location. The tech went and checked out the pump and we were told that the pump had a crack in the housing and they needed a new pump. The warranty co. would not approve the repair. We were only paid $45.00 for this service call from the home owner. the warranty co.is paying the other $50.00 to meet the other portion of the service call of $95.00. When the customer called requesting a refund because we did not repair there pump. We told her that the warranty co. did not approve the clam so we could not fix the pump. When she called and ask for a refund we offered her a $45.00 credit for any other services or products she would buy in the further from CWP Inc. she replied No Thanks. When I was told this I started asking questions about this problem. What we think happened in this case was our person reporting the information to the warranty co. got two tickets mixed up and reported the wrong ticket to there clam. This would make this our fault and we would be willing to pay for the $45.00 and the cost of the chemicals needed to clear the pool ready for closing. How ever we are not willing to pay for there closing because they would have had to pay for that when ever that was done any way. As far as getting a pool co. to close there pool. any pool co in town would be glad to close there pool with in a two week time frame. there for I do not feel that we should have to pay for this service. If you can give us a $ amount for the extra chemicals needed to clear pool we would be willing to pay this amount within reason plus the $45.00. I would like to offer our apology for the mistake and inconvenience we may have caused you.

Review: Clearwater pools Selinsgrove PA took our hottub after 2 calls to come and repair a leak at the end of Oct 2014. ON 12-17-14 I called left mssg w/ ph # questioning status/no response/called again 12-19-14 left message/finally got a hold o him/said he would start working on it first of year (2015) on 1-15 left mssg again for status/no response/called 2-5-15/spk [redacted]/he gave message to [redacted] called said spend 5 hrs working/couldn't find leak/would have to refoam/said will fill with water/try again/called mid march said found leak will have done by end of March/4-17-15 called/said laid off guys/working on himself/will have done end of April/no response /still have no hot tub/[redacted]s cell is 570-898-4119. quoted me price $1200/in april when I last talked to him said might need part/before he had told me he ordered/no change to price since he quoted me $1200.00Desired Settlement: I want my hot tub back/fixed/and usable. Lost the whole winter of 2014-2015 when is when we use it most. He has had it for 6 months, been unresponsive to messages/calls/provides no explanation as to why not done. In march said about having to lay off guys but he has had the tub since October, so that is no excuse.

Business

Response:

I agree Clearwater has taken too much time repairing Mrs. [redacted]’s hot tub. I did inform her the fix would amount to more than the hot tub’s value, and recommended to [redacted], it is financially time to move on and look at other options. Our labor rate is $75.00 /hour and we have spent 30 hours, fixing the 16 year hot tub. Please keep in mind the fully-foamed plumbing takes time to remove and expose plumbing lines. Clearwater has tried to keep her cost down…per the timeline, everytime we fix a leak, the invasive nature of digging through the plumbing, creates another problem on this 16 year old hot tub. The process invovles fixing the problem (hot tub lifted and positioned on the side to expose bottom) and once fixed lifting tub back down , filling w/ water (355 gallons/fill not billed to customer, numerous times) to check if we ultimately fixed the leak. I advised against this repair at the beginning of the customer’s timeline, and as soon as we redeliver, Mrs [redacted] has a 16 year old hot tub due to fail. I can expedite this process by billing the accurate rate. Thank you, [redacted]President

Review: I Talked to [redacted] on 6/21/13 and I gave him $200 for a deposit on a pool liner. He said it would be in on 6/25/13. On 6/24/13 He called me and told me the liner was in. On 6/26/13 He gave my liner To the strongs pool company. The owner of the strong pool co called me to Brag and boast about what he could do. And that was to keep me from completing a pool that he was unable to.Desired Settlement: I would like my liner

Business

Response:

Clearwater refunded the deposit for the liner, our representative [redacted], informed the customer we would do so immediately after learning he was buying a pool from our competitor. We have no working relationship with Strong Pools, they are a competitor. The customer received a check in the mail from our main office in Centre Hall, the Selinsgrove location does not have the ability to refund deposits.