Crystal Pools, Inc.

Our records indicate that the customer did cancel the pool spring opening, however we do not have any record of the fall closing being cancelled. Due to the miscommunication, we have credited the customers account and they have a zero balance
For fall pool closings, we do not send
the customer a reminder postcard, email or place a phone call. Reminders are only sent to customers for spring openings, as the customer must have all of the water taken off of their pool covers in order for us to open their pools
Crystal Pools, Inc
Cheryl E***

September 9, Per the customer request, Crystal Pools, Inchad four (4) service call visits to the customer's swimming pool during Every time our service technicians were at the home of *** ***, the swimming pool water was very green with algae, and the customer was
running the filter with the green algae presentAt least three of the times we inspected the *** filter, the customer was running the filter without the filter cleaning media in the filterCustomers are always instructed NOT to run their filter when algae is present, as the filter will not remove the green algae from the swimming pool, and the filter will clog with algae, creating low flow and clogging up the internal workings of the filter with algaeSee enclosed green water instruction sheet.The only way that algae can form is because there is not adequate chlorine in the swimming poolIt has been a very hot summer, which creates a need for additional chlorine to keep the water in the pool clearThe hotter it is, the greater the demand for chlorineEvery time we were at the *** home, the customer did not have adequate chlorine in the swimming pool water, which caused the algae growthThe customer in his complaint blames the filter and pump for causing the green algaeThis is not trueThe filter/pump do not cause green water, the job of the filter/pump is to circulate waterPlease note on copies of the service invoices, that we cleaned the algae out of the filter at least two times this summer, and noted to the customer NOT TO RUN THE FILTER WHEN THE POOL IS GREENThe customer this summer has not followed our directionOn September 2, 2015, *** called our office, spoke to me, and wanted to know what we were going to do about his green WaterI asked the Customer if he had been adding granular *** chlorine, as we have been instructing him to do*** told me that he ran out of chlorine and he has not been adding *** granular chlorine to the poolI spoke to *** in detail about his green algae water problem this summerHe admitted to me that he was not adding granular chlorine as he should have been doingI explained the process he should do in an attempt to control the algae growth (this had also been done by other Crystal Pool employees)For whatever reason, *** does not follow our suggestion/instructionsAfter verbally told *** what he should do to clear the algae from his pool, he again told me that he did not have any chlorine or algaecideI suggested that he take a water sample to our store, and purchase the items neededLater that day, *** did take a water sample into our Lancaster locationOur manager of our Lancaster store not only verbally explained what needed to be done to clear the water, but he also wrote out full instructions...see enclosed.In summary, the green algae water problem is due to lack of chlorine in the Swimming poolThe customer is not adding enough granular *** chlorine to the Swimming poolThe filter/pump have not caused the algae to grow** *** states in his complaint that the green algae water has damaged his pool ladderIt is our belief that what the Customer is seeing on his ladder is an algae built up, which can be cleaned off after they control the green algae growth in the poolThe customer has created the issue by not adding enough chlorine to the Swimming pool water, and has admitted to us that he ran out of chlorine and was not putting in enough chlorine over the Summer.Cheryl E

December 8,
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Revdex.com
In response to ID #[redacted], [redacted]
Per the request of [redacted], Crystal Pools, Incperformed service work on his inground swimming pool. On June 15th 2012, holes were patched in the swimming pool liner, and a tube nest trade was performed, a chlorinator o-ring was replaced, and de filter powder was added to the filter. Please see attached notes from our service technician indicating that the customer was happy with the work that had been completed.
Five and one half weeks later, our office received another service request from [redacted] . At that time, [redacted], indicated that there was no resistance on the swimming pool filter bump handle. On July 27, 2012, our service technicians returned to [redacted]'s home. Upon inspection of the swimming pool filter, all of the internal bolts were found to be damaged beyond repair, and the filter gasket was bad. This typically occurs when the customer's water chemistry is not kept in proper balance. Attached is the copy of the customer's water chemistry results. Please note that Ph levels for swimming pool water should be in the range of – 7.6, [redacted]'s Ph result was below (very acidic). Chlorine level range should be between – 3.0; [redacted]'s result was 0. Calcium Hardness range should be 200-400; [redacted]'s result was 140. Total alkalinity range is – 125; [redacted]'s result was (very acidic). The customer's chlorine conditioner was within limits. With readings as low as those listed above (also see water analysis report of July 27, 2012), the internal metal/stainless components of a swimming pool filter will be destroyed within a very short period of time. As is noted on the service work order (copy enclosed) the customer did approve the second tube nest replacement on July 27,
As you will see from the copy of a letter we received from [redacted], dated August 10, 2012, he admitted that he was away for approximately one month between our first service call to his home and the second service call to his home. During this time, his water chemistry obviously was not kept in proper range, allowing the tube sheet bolts, bump shaft kit, bump shaft, and gasket to become totally destroyed.
[redacted] did send us a check in the amount of $to be applied against his total service invoice of $(copy attached). In his letter, he asked us to call him to discuss this issue. Our service manager called the number given to us on August 14, 2012, August 16, 2012, August 17, and left messages all three times for the customer to return his call. Our office did not receive a return phone call. On November 1, 2012, our service manager sent a letter to [redacted] (see enclosed copy) stating that we had requested payment of his account, and our requests had not been answered. On November 19, our office again called and left a message to return our call, we again called on December 3, 2012, asking for the customer to return our phone call. We did not hear back from the customer. As a result, this account was turned over to the collection agency on December 12,
In summary, Crystal Pools Inc., did provide all parts/service that were required for both of the service calls on the customers swimming pool/filter in June and July 2012. [redacted] claims that he paid the majority of the service call, he did not. The total service charge on our invoice #[redacted] totals $350.00
customer paid $99.51, leaving a balance due of $250.60. The customer was turned over to the collection agency for a total amount of $258.12, which represents the remaining balance due on service invoice #[redacted], plus finance charges. Customer indicates in his statement to you that we agreed to adjust the charges, which we did not agree to do. In fact, we left five (5) phone messages for the customer, plus a letter asking the customer to contact us and he did not
The total amount due to Crystal Pools, Inc., remains $
CRYSTAL POOLS INC
[redacted]
Elizabethtown PA [redacted]
December 8,

Review: Crystal Pools provided service and parts in response to my request for my home at [redacted] in Elizabethtown, PA. They provided service and parts that were not required based on previous service requests... ie when doing maintenance on filter certain parts were said to be replaced when they were not (in the past, these parts were not replaced). I contested the billing. I reported Crystal to the Revdex.com. Crystal agreed to adjust the charges (I did pay the majority of the bill) and remove me from the delinquent accounts.

Crystal has not removed me from the delinquent accounts list and the charges remain as a negative mark on my credit report.Desired Settlement: 1. Credit my account for any outstanding balance as agreed.

2. File report with credit agency indicating account is settled.

Business

Response:

December 8, 2015

Review: Recently I received pool services from Crystal Pools, much to my dissatisfaction. Over the winter I had purchased my house and the pool was included. Never having had a pool before, I had called Crystal Pools in the spring to schedule opening and closing services for my pool. Prior to the scheduled pool opening I found a friend who was able to help me with pool care so I called to cancel Crystal Pool services completely, opening and closing. The morning of Friday September 26th, I left my house early in the morning. When I came home later in the morning I noticed the cover was on my pool, which had been in my shed, while the ladder and filter had been placed in the shed. I was very confused because I was not expecting pool service from Crystal Pools and there was no literature or anything left behind from the company. Initially I checked with my friends thinking they had done it as a favor, which they declined, so then called Crystal Pools to inquire about the presumed mistake. Prior to this I had not received any call, email, postcard, etc, verifying the upcoming pool closure. Any other service company I had ever done business with has confirmed their services before they are done. Looking beyond the mix-up, my biggest issue was that my pool is within a fence that was locked. Service techs entered the locked gate, went in my shed to get supplies out, and reportedly winterized my pool. This is not acceptable and is very unnerving. Never was permission given or contract signed which gave Crystal Pools the right to intrude within a locked gate on my property. When services are being done around my home, I like to be present at the time.

When the situation first happened and I contacted Crystal Pools to inquire, their response was that by scheduling services (verbal arrangement of a day over the phone), I authorize them to enter my property. He would not address the situation of it being within a locked gate, but just kept saying that they were authorized and was unaccommodating nor understanding. A few days later I received a bill from Crystal Pools for pool closing and winterization.Desired Settlement: I am hoping that Crystal Pools will drop the bill for their unauthorized services.

Business

Response:

Our records indicate that the customer did cancel the pool spring opening, however we do not have any record of the fall closing being cancelled. Due to the miscommunication, we have credited the customers account and they have a zero balance.

For fall pool closings, we do not send the customer a reminder postcard, email or place a phone call. Reminders are only sent to customers for spring openings, as the customer must have all of the water taken off of their pool covers in order for us to open their pools.

Crystal Pools, Inc.

Cheryl E[redacted]

Review: I wanted to ask a few questions regarding a recent spa repair job that was done on our Hot Springs Spa on Thursday, February 28th, as both my wife and I were very disappointed not with the quality of the work done but with the business practices that were employed.

1. We were very surprised that the technician did not provide us a diagnosis of the spa issue nor an estimate of the costs prior to performing the work. Every other service company (car repair, home repair, etc.) that I have ever worked with has provided the opportunity to either accept the work proposal or to reject the proposal. I feel that by not giving us this decision you took away our opportunity to find a more affordable, competitive option and that you forced us into paying for overpriced services/products.

2. We were also shocked to find that your company charged our credit card prior to providing an invoice (so we would know the total you would charge!) or to inform us that you were going to do so. I asked your technician for an invoice prior to his leaving the work site but he said he couldn’t provide one and that we would receive it via mail in a few days.

3. Your $420 Watkins 4K Titanium Heater Element price is way out of line from a cost perspective. I can order a brand new unit on [redacted] for $287.13 ([redacted]4kw-[redacted]). That’s more than a 42% markup. Crazy.

4. When received, the invoice provided was very general and not itemized enough. I would have liked to have seen the details around the $211 you charged for labor (including the $99 fee for the service call, which I have no qualms with). Also – is there a warranty on the heater element? I have received no paperwork regarding warranties – I would expect that there would be something in writing.Desired Settlement: Since the company already charged my credit card without informing me of the charge amount nor even telling me that they would do so, I am willing to accept an apology for this- I am not sure of the legality of this process.

However, since they did not provide an opportunity for me to decline their service after an initial problem diagnosis and I would not have agreed to pay a 42% markup on the part that was replaced, I would like to be able to return a brand-new duplicate part and have them refund the $420 plus tax that they charged.

Business

Response:

Full response with documentation was mailed to you 3/18/2013, to the attention of [redacted]