Craftsman Homes & Quality Control

I apologize for the late response, however the owner has been working hour days and has not had time to review this complaint. We regret any misunderstanding regarding Mrs*** oval poolThe pool was installed in 2012, seasons agoClearly outside the warranty period
covered under workmanshipI personally was present when we redid the floor at cost because of the soft spot in the pool ground. We have installed hundreds of these oval pools and have never had a situation like thisI can tell you that if the straps were not connected as Mrs*** says, the pool would have fallen down shortly after the water was added to the poolThe pressure on the walls is asymmetrical ie: uneven. As stated I did go to their house and did a field evaluationIt is clear to anyone who knows pools that this was winter damageThe length of the one side heaved up 6-inches causing the damage to the poolThere is no doubt about thatLast winter (2014-2015) was one of the worst winters in a hundred yearsThe frost line was below 42"Numerous above ground pools with damage occurred. In closing we regret the damage to Mrs***s pool but it is outside any warranty period as well as winter damage is not covered by our company or the warranty company.Sincerely,John ** ***, President

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
I have read the business owner's reply and I cannot believe he is not owning up to a poor installation When we discussed this pool install with the sales rep, Greg, we were told to leave original pavers in so the installers would see where the pool placement should be We did this We bought a foot 16-sided pool that replaced a ft 16-sided pool and the installers placed their pavers next to the original, leaving the originals, which shifted the pool from the deck The placement was so bad that the installers had to cut two floor boards so they could get the pool caps on The last line on the contract we signed said the pool would be "installed to the best of their ability", really, that's the best they could do If there was a question or a problem they had opportunity to ask me, which they did not!I have attached some of the pictures that were sent to the sales rep Greg We were told times that the owner "John" was to come and look at the mess, but of course he never showed or called I was amazed when I received a call from an employee last week, who said he was going to stop and install our gate valve That has been the only contact we received since this started in June, I'm sure it was due to the time constraint with a response for the Revdex.com.Also, there was no response about us receiving the winter cover that was suppose to be included in the package Again, the sales rep, Greg, claimed they were on back order only when I had asked for it.I am extremely displeased with the service we received and the fact that we were lied to several times throughout this ordeal It's a real shame since this is the second pool we purchased from this business and I assure you it will be the last!
Regards,
*** ***

Country Pools Incregrets any misunderstanding in regards to Mrs*** *** replacement pool installationHowever, prior to any work being initiated, Mrs*** signed and agreed to the terms and conditions for installation of her replacement above ground pool( See enclosure )#1 Every
above ground pool replacement has its own installation characteristicsAs stated in our replacement pool contract, we cannot guarantee the closeness to an existing deck or its exact placement.#2 Gate valve - our faultPlease have customer contact our service department at ###-###-#### and schedule the gate valve installation.#3 Pavers under the filter are not included in installationHowever, when we plumb in the gate valve we can set the filter on the existing pads.In closing, we regret any misunderstanding and will resolve the outstanding issues.Respectfully,John * ***, Pres

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,*** *** Yes the pool is years oldThere was never any sand delivered to my houseWhen the guys came they said they were out of the sand that they getMy husband offered to go to a local business to get some and that offer was refused.This has been an on going issue for yearsAll of last year they were suppose to come and take care of itI finally got tired of waiting for them to come and called and asked for them to put my name on the list for the first of this yearChemicals are way to expensive to keep putting in a pool when your not using itI was told they would do thatI have made repeated phone calls and stops to the business about having it done this year and I was told John would take care of itJohn states they replaced the linerTrue the liner was replaced but not at his expenseI had winter damage in which the insurance company paid forI never had rocks under my liner before they used the wrong sandThis was their fault not mineAll I am asking is for them to fix the problem they causedLike I stated before to make it right they should replace the sand and refill the poolTo take picture is nearly impossibleThe pool is closed for the winter and you would never see it through inches of waterIf you don't believe there are rocks under the pool please feel free to come when the pool is opened and jump in a take a walk around the poolYou will find several in which some are very sharp.*** ***Thank- you

The pool was purchased years agoOur company has already removed the liner and raked all the stones we could find from the customers sand bottom, replaced the liner and filled the poolMasonry sand is the only sand which is used for the bottom of all poolsWe however do not stock masonry sand
at our businessIt is ordered through various sand and block companies and delivered by them to construction sitesThe bags the customer is referring to that our installers were carrying is what's called Pool Krete. Pool Krete is an expensive mixture of Portland cement and VermiculiteThis is what all pool companies use on inground poolsAfter raking customers pool sand, our installers put a skim coat of pool krete to give added barrierWe would ask that photos be sent to us so we can access this customers further complaint.Sincerely,John P*** Pres

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.
I have read the response from the company and am not surprised at his answer.  His response demonstrates his lack of attention and refusal to listen to his customers or other pool business experts.  I have submitted pictures to both Country Pools and Spas and the Revdex.com that clearly show the strap that was never connected.  The picture proves the pool was never installed correctly.  He can claim all he wants that it was winter damage, but the winter does not magically make brackets and straps detach, lose the bolts, and erase all signs of weathering from the hardware.  As for his claim that we would have had problems immediately after the pool was filled, we did!  That is why we had him come back out and resurfaced the bottom of the pool within days of installation (the sides were pushing out unevenly, not raising) and was another opportunity for this company to catch their error.  I could go on to dispute everything the owner claim, but I believe at this point, it would be fruitless.  I will consider my legal options and whether or not I want to continue this battle with a company that disgusts me.It is clear to me that this will not be resolved through the Revdex.com, but I do hope this will appear on their company profile.  Country Pools does NOT deserve an A+ rating.   I was hoping that maybe this would be a chance for Country Pools to step up and do the right thing, but obviously they choose to avoid responsibility and place blame anywhere but themselves.  I just wish I would have paid closer attention to the reviews of this company.  They all state the same thing:  the company is dishonest and tries to lie their way out of their responsibilities -- just [redacted] their company and see for yourself.
Regards,
[redacted]