Cross County Pool Service, Inc.

To whom this may concern. We blew out Ms. [redacted] swimming pool lines (Like we have done for Thousands over the last 20 years) 9/26/16 all went well. (See attached Invoice) Customer put their own cover on. First time customers are COD and this was the 1" time working on this pool.2nd call was in...

June of 2017 Customer had opened their own pool at some point and stated after opening that pool is losing water. So we had Ms. [redacted] do a test to see if leak is in the body of pool or in the plumbing of pool. This is done by turning off system and putting all winter plugs back in, marking water level & checking in 24 hours. If there is loss, the plumbing is not the issue because they are plugged off to the pool like in the winter. If there is no loss, the plumbing is the problem. This saves the customer cost because we have eliminated a major part of the pool. She did the test and put winter plugs back in and filled pool and by her own determination had no loss. (Now states in letter to you she lost all winter with plugs in).On 6/26/17 we then came out and did a pressure test on her pipes and did locate a leak in one return line at the wall. Service tech. then stops & brought back info to myself the owner to do an estimate for repairs. Ms. [redacted] called that same day wanting to know what the cost was going to be for repair due to she was having an event coming up and needed to have this done asap. I did not have estimate done yet but told her we would call her and email asap. So I did get it completed that day and called her, emailed and mailed with total with a 40% amount to schedule. She gave CCH over phone and we scheduled 7/17/17. Work was complete that day and an Invoice was done and mailed on 7/18/17. She than called a few days later and ask what we charge an hour and I told her. She wanted to know how long my guys where there. I told her. Then she said that I should reduce the price because time we were there to what we charge in the contract was less. I told here as the estimate states once a deposit is received this becomes a contract. Your job was not hourly it is a flat price that you agreed to. I then said pool is holding water correct? She said as far as she knew. I said we did the job, you agreed to pay this amount and it is now due. She has not paid balance so we sent a certified letter stating if not paid by 10/6/17 she will be turned over to collections. And that is what we intend to do.So to go through her letter to you, I will answer each allocation.  1. She stated the pool had no problems ever until we winterized her pool. (never said that to me)Not true: There are other patches in her deck that someone had to repair pipes before. 2.She states she expressed concern about pressure to blow out lines.Service tech said that never happened and the pressure we use on over 250 pools a year for 20 years is less than pressure the plumbing has on it by normal filtration pressure. How would she know, as she stated her husband always did it in the past.3. She states winter of 2016 she observed water loss over the winter.She did winter plug test for us to see if leak was in plumbing or body. By her statement the pool did not lose over this 24 hour test. The pipe we repaired was plugged for winter. So I am not sure how this could be.4. When she 1" called and stated she knew it was due to improper winterization. It was not. Someone had repaired this same spot before and connected or replaced this section with car radiator hose. It had failed.5. She states pool still losing after repair.She never said that to us. We pressure tested our repair and it held. I did ask her if it was leaking when she called complaining about the bill and she said as far as she knew it was not leaking.In closing Pool lines were properly winterized. Leak was not due to freezing per our guarantee. We did test and repair leak as stated. Ms. [redacted] agreed to the contract and has not yet paid the balance and this about pool losing still or over winter has never been told to us until this letter. Ms. [redacted] has poor understanding of her pool per her statement her ex-husband took care of it. Her pool is over 30years old with fiberglass walls and concrete floor old plumbing that has been repaired many times in many places. (We have Pictures of deck patches) Our company did everything correct. And expect to be paid.If Ms. [redacted] has proof of anything different I demand to see it. She has threatened to harm my company on social media.I have 5 witnesses, Pictures, paper work and 35 years experience to back up what is the truth.Thank you.Bud G[redacted], President Cross County Pool Service, Inc.MESSAGE FROM Revdex.com/MRC [redacted]: Please see attached original PDF response from the business.

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.
October 12, 2017
Ms. [redacted]'s response to Cross County Pool Service's response:
Attention Revdex.com, Thank you for allowing me
the opportunity to provide a rebuttal so that I can clarify and respond with
the facts and truth surrounding the responses from Cross County Pool Service against
my complaint.  I'm glad your organization
is online so that consumers can become aware of questionable practices of some
businesses.  Let me reiterate my side of
the story to Mr. G[redacted] responses.
On September 26, 2016 Cross County Pool Service (CCPS) staff
were on site to close my pool and I did inquire at least two times to the staff
about  the amount of pressure they were
pushing through the pool lines.  They assured
me each time it would be fine.  Since
CCPS states they have closed so many pools, how do their staff remember the
conversations between customers at each location.  I know which employees they sent and stayed
with them the entire time. 
On June 1, 2017 I called CCPS about the pool leaking, as I
had stated in the initial complaint, and expressed concern about the leak(s)
being caused from the pressure used during the closing.  I asked if they would be able to tell if the
leak was caused from the way they closed the pool and CCPS stated that they
would be able to tell.  I asked how much
they charged for service and was told $89.00 for a service call and $109.00 per
hour. They asked me to plug all of the returns and the skimmer for 24 hours.  I did this and the water level stopped
dropping significantly, but not completely. 
My thought was that the little water loss over that 24 hour period was possibly
due to condensation.  Please see
additional comments on this below. I called CCPS and reported that the loss of
water dropped significantly.  I did not
state that there was no water loss during that 24 hour period.  CCPS then scheduled to come out on June 26,
2017.
June 26, 2017 CCPS came on site, did a pressure test and
determined a leak in one of the return lines. 
Service tech said they could possibly have the amount for the repair
worked up by the end of the day. I called later that day and it was not ready.
The estimate was not completed on this day as stated by Mr. G[redacted].
June 28, 2017 I called CCPS since they hadn't called me, and
the estimate still was not complete. 
They called me later and told me the estimate was $960.00 and was told
it was $79.00 for a service call and $99.00 per hour. They required a deposit
of $385.00, which I put on my credit card over the phone. I had no paperwork in
hand at that time.  Work was scheduled
for July 10, 2017.  I had an event on
July 15th and wanted the leak fixed prior.
July 10, 2017 I called CCPS to see when they would be out
this day.  She didn't know and went to
check.  She came back and stated the
service tech had a medical emergency over the weekend and therefore no one was
coming out.  We rescheduled to July 17,
2017 (after my event).
July 17, 2017 CCPS came on site. They determined the leak was
due to a busted fitting at the wall. This area had a previous repair that was
done with a radiator hose but that is not where it was leaking, as stated by
CCPS in the complaint response. I asked if the leak was due to how the pool was
closed and the pressure used during the closing, and CCPS stated it was
not.  Of course they would say it wasn't
their fault. I was with the CCPS staff the whole time except when I went to get
them water to drink.
Mr. G[redacted] stated that I called a few days later and asked
what they charge per hour.  This is false
as I had asked on June 1, 2017 and again on June 28, 2017.  As noted above, I received two different
amounts for the service call and the hourly rate. Mr. G[redacted] also stated that I
wanted to know how long CCPS staff were on site.  This is also false as I already knew because
I wrote it down that day they came. I did call a few days later to ask about an
invoice for the time spent on the job plus parts and supplies and to tell them
that there is still a leak somewhere in the pool.  Mr. G[redacted] stated I owed the remaining balance
of $575.00 and he because loud and nasty towards me.  My understanding was that I was agreeing to
have them come on site and make the repair, determine if it was their fault,
and if not, pay for the hours worked plus parts/supplies.  Mr. G[redacted] did not ask me if the pool was
holding water.  If he had, I would have
mentioned it was not. After the way he spoke to me, I did not mention there was
still a leak.  I did not want to continue
working with a business where the president gets verbally nasty with a
customer.
Now to go through CCPS's numbered list:
1. Not true.  I never
said that the pool had no problems ever until CCPS winterized the pool.  There have been repairs over the past years,
none recently until this year.  I did say
in the complaint that the pool was not leaking until CCPS winterized it.
2.  Not true.  I did express concern at least two times
about the amount of pressure they were using. 
CCPS staff assured me it was fine. Mr. G[redacted] here finds it necessary to
insult me as to how would I know as my husband would close the pool.  I helped him many times with the closing, as
I also did with maintaining the pool.
3.  In performing the
winter plug test, I stated that the water loss seemed to have stopped.  I noticed that it still went down very
minimally but thought that could have been due to condensation.  I didn't at that time mention there was a
leak all winter long because the pool was covered and I didn't measure and with
rain and condensation, the water level will go up and down, but once I notice
that after CCPS repaired a return line and the pool was still leaking water,
then I thought back on what I observed over the winter months.
4.  I still believe the
pool was improperly closed.  When CCPS
came out on July 17, 2017, it was determined that the leak was in a busted wall
fitting.  There was a previous repair
made with a radiator hose but the leak was not within that previous repair and
did not fail as CCPS had stated. 
5.  I called CCPS in
July to inquire about the bill and what the amount would be and I was also
going to mention there was still a leak. 
The conversation with Mr. G[redacted] quickly turned ugly as he was very nasty
when discussing the invoice and charges. 
He did not ask me if the pool was still leaking and I did not
say as far as I knew it was not leaking. 
I remained calm on my end.  After
such a non-professional conversation from Mr. G[redacted] concerning the invoice, I
did not mention the pool was still leaking as I wanted no further contact with him.
My response to Mr. G[redacted] closing remarks:
I have never stated the leak was due to freezing.  I have said all along that it was due to the
amount of pressure CCPS used to blow the lines. 
Too much air pressure can rupture lines and result in water leaking and
will cause bubbles through the lines, which I have witnessed.
In my conversation with CCPS on June 28, 2017, when they had
me put down a 40% down payment, which I believe according to the Ohio Revised Code,
is illegal, my understanding was that I agreed for them to do the work and bill
me for the amount of work performed.  As
stated in my initial complaint, I didn't have the contract in front of me when
they took the down payment. CCPS wanted
40% down before I saw any paperwork.
Once again Mr. G[redacted] finds it necessary to insult me by
stating I don't have an understanding of my pool.  I have had a part in the upkeep of the pool
since we moved in over 20 years ago.
I did state that I would let people know about his
questionable business practices on social media and hung up the phone.  Mr. G[redacted] called me back and stated that he
spoke with his lawyer and he threatened to sue me for slander if I posted
anything on social media. I have filed complaints with the Revdex.com and the Ohio Attorney General Office.
I have tested the current water leak and it loses approximately
1/2" within a three day period.  I
do not constantly run the pump and this amount can vary.  That is not a signification amount over a
three day period but over the pool season, it is substantial.  My water bills clearly show that the amount
of water used during this 2017 pool season due to the pool leaks is substantially
higher than in the past two years. I can provide copies of my water bill if
needed.
I have a reputable company lined up to address the leak
problems.  I will not do business with an
ill-mannered, rude and threatening individual like Mr. G[redacted].
Regards,
[redacted]