Crystal Pools

December 8, 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 Calcium Hardness range should be 200-400; [redacted] ’s result was 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 [redacted] claims that he paid the majority of the service call, he did not The total service charge on our invoice # [redacted] totals $customer paid $99.51, leaving a balance due of $ 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,

Revdex.com:At this time, I have not been contacted by Crystal Pools regarding complaint ID ***.Sincerely,
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