Dainoff Designs, Inc.

Revdex.com Serving NJ1262 Whitehorse-Hamilton Square RdBuilding A, Suite 202Hamilton, NJ  08690 Case ID [redacted]                We are responding toa complaint filed by [redacted] for service done on June 13, 2015 andJune 15, 2015.               On June 13, HometownPool Supply provided swimming pool opening services to [redacted] that sherequested.   The pool was openedproperly, all services were provided and chemicals added.  All services included are noted on ourwebsite www.hometownpools.com, inour catalog mailed advertising, and in opening letters often mailed tocustomers.  [redacted] paid by a signedcheck and signed the invoice.   Poolopenings do NOT include any repairs to equipment.                 [redacted] called tocomplain about an issue with her chlorinator.  There is apparently some misunderstanding about the nature of theproblem with the chlorinator between [redacted] and the person who scheduled theservice call.    [redacted] was scheduled  for a service call during the busiest part ofour season – between Memorial Day and 4th of July – and theappointment was squeezed in to a packed schedule without making her wait thecurrent two-to-three-week delay for service for a non-emergency call.    On Monday, June 15, one of our veryexperienced service techs went to check [redacted]’s chlorinator.    She was not home for the service call – butthat is certainly common in our business.  The chlorinator was working properly, and is properly plumbed.   The service tech left a receipt in hermailbox.               [redacted]’scomplaints are that she wanted the chlorinator MOVED – which is clearly amiscommunication, and that we left the receipt at the back of her mailbox – whichshe did not find easily enough.   Achlorinator cannot simply be “moved” or changed position.   Any plumbing that creates additional elbowsrestricts water flow; it is also a comparatively time intensive service call –and absolutely would have been asked to wait two to three weeks, if it was evenrecommended.    Secondly, the chlorinatorshows no functional issues of being “improperly” installed; it is in line withthe filter and pump system as needed.   Achlorinator is a passive device, and has no “operating” parts.   Thechlorinator was not installed as part of the opening, and we have no obligationto “re-install” it.    Nothing to do withthe chlorinator has anything to do with the pool opening service.               [redacted] feels shewas spoken to rudely, and that Lynne seemed rushed.  Yes, Lynne is rushed, and we apologizesincerely that [redacted] did not like her tone.    Lynne is an extremely knowledgeable andvalued employee, and we always hope to make our customers feel welcome.   So [redacted] has our apologies for thehectic atmosphere this time of year.                  However, [redacted]has stopped payment on the check for the opening service.  She has now received a full pool opening,chemicals, and a service call – and has paid nothing for any of it.    And because she didn’t feel someone spokenicely enough to her, she is filing complaints with the Revdex.com and ConsumerAffairs.               Hometown Poolsprovided all services as advertised, went above and beyond for [redacted] inscheduling additional service work, and has done nothing wrong.     We will continue efforts to collect thebalance due for the pool opening.   Wewish [redacted] a safe and enjoyable swimming season.               If you haveadditional questions or concerns, please feel free to contact me (email isbest!). L K[redacted][email protected][redacted]

Complaint: [redacted]I am rejecting this response because:I repeat that the chlorinator was not put in the proper place.  It is supposed to be installed on the cement pad next to the filter.  In 15 years of pool openings, I have never had to instruct anyone in regard to the proper location to place the chlorinator.  Prior to this year, the chlorinator was always placed on the cement pad by the person hired to open the pool.  It follows that I felt no need to instruct Hometown Pool, pool experts,  as to the proper location for the chlorinator.  I will reiterate that the present location of the chlorinator - in deep gravel - makes it almost impossible to open and close the chlorinator due to the very tight seal.  As pool experts, I am sure that Hometown Pool will agree that chlorinators must have tight seals and chlorinators must contain chlorine in order to maintain the pool properly.Therefore I maintain that my pool opening of 6/13 has not yet been completed.  The filtration system is supposed to be reassembled, and the chlorinator is an integral part of that filtration system.  I called Hometown regarding the problem within 20 minutes of the crew's departure.  Although I went into detail about the problem with the woman who answered the phone, I was told I had to speak to Lynn regarding the appointment to relocate the chlorinator.  As previously stated, Lynn was abrupt and I was not given the chance to give her any details.  I had no reason to assume that Lynn and the other woman answering the phone would not communicate with each other, since they work for the same company and were present at work on the very same day.  Hometown totally owns this failure of communication.Since the chlorinator was not put in its proper place on June 15, I had no way of knowing the crew had been to my house, nor did I see the invoice shoved in the back of the mailbox.  Lynn's rudeness during the June 16 phone call and her insistence that that I was somehow at fault for the improper installation of the chlorinator AND the failure of communication made me very concerned that Hometown would not fix the problem.  Since I had paid by check in full for the opening service which was not yet complete - and still is not as of this writing -   my only leverage was to stop the check.  Hometown should be aware that stopping a check is an all or none proposition, so I had no option to pay for the work that was done.  It also should be noted that I did not stop the check when I discovered the problem on June 13.  I did not stop the check on June 15, when I thought the crew had not shown up.  I did not stop the check on the morning of June 16, before I spoke with Lynn.  I stopped the check after I spoke with Lynn because Lynn gave me no reason to believe that Hometown would handle this matter in good faith. Although I am not a pool expert, I would question whether mid June is the height of the season for pool openings.  I would also think that by today's date - June 25 - pool openings would be at a minimum.  I take Hometown's assertion that the schedule is very busy right now with a large grain of salt.  Until the chlorinator is put in its proper place, the pool opening service has not been completed.  Hometown's response is all about blaming the customer and thereby justifying Lynn's behavior.  Interestingly, it does not state that Hometown has any interest in making this problem right.  Therefore I am going to hire someone else to complete Hometown's pool opening.  I will deduct the fee for the relocation of the chlorinator from Hometown's opening charge of $310.30 and pay them the balance.  [redacted]

Revdex.com Serving NJ1262 Whitehorse-Hamilton Square RdBuilding A, Suite 202Hamilton, NJ  08690 Case ID [redacted]                We are responding toa complaint filed by [redacted] for...

service done on June 13, 2015 andJune 15, 2015.               On June 13, HometownPool Supply provided swimming pool opening services to [redacted] that sherequested.   The pool was openedproperly, all services were provided and chemicals added.  All services included are noted on ourwebsite www.hometownpools.com, inour catalog mailed advertising, and in opening letters often mailed tocustomers.  [redacted] paid by a signedcheck and signed the invoice.   Poolopenings do NOT include any repairs to equipment.                 [redacted] called tocomplain about an issue with her chlorinator.  There is apparently some misunderstanding about the nature of theproblem with the chlorinator between [redacted] and the person who scheduled theservice call.    [redacted] was scheduled  for a service call during the busiest part ofour season – between Memorial Day and 4th of July – and theappointment was squeezed in to a packed schedule without making her wait thecurrent two-to-three-week delay for service for a non-emergency call.    On Monday, June 15, one of our veryexperienced service techs went to check [redacted]’s chlorinator.    She was not home for the service call – butthat is certainly common in our business.  The chlorinator was working properly, and is properly plumbed.   The service tech left a receipt in hermailbox.               [redacted]’scomplaints are that she wanted the chlorinator MOVED – which is clearly amiscommunication, and that we left the receipt at the back of her mailbox – whichshe did not find easily enough.   Achlorinator cannot simply be “moved” or changed position.   Any plumbing that creates additional elbowsrestricts water flow; it is also a comparatively time intensive service call –and absolutely would have been asked to wait two to three weeks, if it was evenrecommended.    Secondly, the chlorinatorshows no functional issues of being “improperly” installed; it is in line withthe filter and pump system as needed.   Achlorinator is a passive device, and has no “operating” parts.   Thechlorinator was not installed as part of the opening, and we have no obligationto “re-install” it.    Nothing to do withthe chlorinator has anything to do with the pool opening service.               [redacted] feels shewas spoken to rudely, and that Lynne seemed rushed.  Yes, Lynne is rushed, and we apologizesincerely that [redacted] did not like her tone.    Lynne is an extremely knowledgeable andvalued employee, and we always hope to make our customers feel welcome.   So [redacted] has our apologies for thehectic atmosphere this time of year.                  However, [redacted]has stopped payment on the check for the opening service.  She has now received a full pool opening,chemicals, and a service call – and has paid nothing for any of it.    And because she didn’t feel someone spokenicely enough to her, she is filing complaints with the Revdex.com and ConsumerAffairs.               Hometown Poolsprovided all services as advertised, went above and beyond for [redacted] inscheduling additional service work, and has done nothing wrong.     We will continue efforts to collect thebalance due for the pool opening.   Wewish [redacted] a safe and enjoyable swimming season.               If you haveadditional questions or concerns, please feel free to contact me (email isbest!). L K[redacted][email protected][redacted]