Dan the Painter

I answered this a week ago but don't see the response The customer purchased a pool heater online that he installed himself A few months later it started to leak We are a [redacted] Authorized Platinum Service Center Policy is that the homeowner is responsible for the service fee if the problem is not a warranty issue If it is covered under warranty, there is no charge The unit was installed incorrectly and that is what caused the damage to the new heater It was not a warranty issue and could not be covered under warranty; therefore, the customer was responsible for the service charge and diagnosis of the problem We left several messages with the number we were given Thank you

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We spoke with Mrs [redacted] about the concrete The cracks are not structural as Mr [redacted] pointed out to me that 'you cannot see the cracks' In order for us to even see where they were he had to put tape along side it Concrete does get small hairline and surface cracks (it's the nature of concrete as outlined in our contract) You cannot see the cracks If one were determined to be structural we would replace that section He seemed okay, as did she when we explained it I'm confused about the complaint My foreman has been there times and spoke with both of them

Complaint: [redacted] I am rejecting this response because: We did receive our new ladder, our leak was fixed and trash (boxes) was removed I am in the process of resolving the rest of our issues My husband and I would like to resolve the last few items, settle up and call it a day Regards, [redacted]

The refund was issued the day the customer came in (even though we did indeed open the pool) She is a tenant and the pool needed repairs which the landlord wasn't willing to fix This tenant came in and told us she was suing the landlord, etc I issued the refund on June 4th It was a Thursday It takes a few days for the cardholder's credit card (debit) to appear on your account (not including the weekend) If the customer shows the statement from her credit card company it will prove the card was credited the day she came in and that all of her statements in this complaint were falseI can easily provide the same as proof that she has made accusations and should apologize and retract her complaint

We are calling the customer to schedule a date to meet on site Thank you

I personally spoke with Mr. [redacted] and he told me that he would put tape marks where the minor cracks were because we would NOT be able to see them. There are no structural issues with the concrete. Unfortunately, concrete cracks (this is outlined in our contract under section L). We use the highest quality materials. They are minor (barely visible) and not structural cracks. I will gladly meet with the homeowner along with Pat (on site) to review and see if we can ease his concerns. Please provide a date and time that works. Thanks.

The first week we started construction, day 4, [redacted] called to tell us to 'stop construction' It was 'moving too fast' I told her that I have never had a customer complain because we were moving along nicely but that at her request we would stop construction A few minutes later, her husband called screaming at us and her and we were told to move along with the build of the poolHe told us 'DO NOT TALK TO MY WIFE, DO NOT LISTEN TO ANYTHING SHE SAYS, ONLY TALK TO ME' A few days later we were told not to come in the yard because her husband '***' had landscaping to do days later we showed up and the cops were there because they were feuding with a neighborThe third week we were told it was moving too slowEvery time we have tried to do our job they have interfered Every step of the way was a struggle As the owner, I personally talked to Paula at least once a day and many times she would call the office times a day She requested I come over several times and I did She asked us to rearrange the schedule and I did Many times we showed up and couldn't get in the yard Their complaint is a total falsehood We have bent over backwards to please this customer, over and over and over again The pool is beautiful and even with their constant construction interference, was completed in a timely manner The balance on the pool has not been paid Any 'free maintenance services' and warranty work is not valid while the contract is in default I personally have tried with the best of my ability to please this customer to no avail

We are really sorry that we were unable to diagnose the problem with your [redacted] pool cleaner but are glad another company was able to assist you We do not sell [redacted] cleaners because of all of the problems customers have with them The plumbing of the filter system needed to be redone and was done professionally by one of our certified service technicians The guys cleaned the calcium build up off the cell so it would not have been there when the other company arrivedI went though your purchase history and see that there was never a charge to fix the cleaner (since we couldn't fix it) We do not charge customers to look at cleaners If you have a copy of a payment that is not listed in your file, please forward it to me and I will refund you the $ I also went through your chemical purchases (less than $ 100.00) and most were bags of salt with the exception of the free chemicals Samantha gave to you We are sorry you will no longer be choosing The Pool Store We strive really hard to satisfy every customer, we have grown to stores in years because of our excellent staff and customer service

Complaint: ***
I am rejecting this response because:
That is not true I did pay $to get the *** fixed The plumbing didn't need to be redone In fact, I was told by Sam and Toni that it didn't have to be done That if I had $to spend and wanted to get it done, at some point, that was fine The *** wasn't working because there was something wrong with it (not because of the plumbing) which you didn't find on more than one occasion In fact, your guy put it in the water and told me and my husband that it was working...which it did for a minute, then stopped Then he said, "Well these just aren't good products You should get a new robot." No one ever said they cleaned out the calcium with the salt water machine Just that it was LEAKING, on the FIRST visit, and that's why they epoxied it On the SECOND visit is when they said it's completely filled with calcium How did they take it apart and clean it when it was epoxied closed? Not to mention the fact that you NEVER respond to phone calls Say what you will It's obvious that you have many complaints about the fact that you never get back to people and don't get the job done right I sent other people to you who had issues too and switched to someone else
Regards,***

As the owner, I personally went to Mr***'s house. His wife and I spoke on site. The pool was not opened correctly (valves were shut) and I asked her who opened the pool. She told me her husband had a friend open it. She called him on the phone and he I told him his friend
didn't open the pool properly and that there was no water flow to the pump causing the issue. He then told me he has a professional company open the pool. I told him if the timer clicked the system on in the winter the breaker would have tripped and shut the system down. He then told me the breaker did trip every day during the winter and he kept resetting it. It didn't make senseThe valves were shut to the pump causing the issue. We did not open the pool

Complaint: ***
I am rejecting this response because:Revdex.com Response 8-19-2015I reject this response because this issue is still notresolvedPlease keep this complaint open until we are able to agree to somesort of solution.Here we go again, yes you did personally speak with me onceon June when I first reported these issues to you, and yes as previouslystated SOME of these cracks are very minor and could easily be missed if you'renot looking for themThe point in me putting tape out was simply to make surewhen your foreman Pat came out to look he would be able to evaluate the entiresituationMy concern on these minor cracks is more about fear of themspreading and getting largerHad you returned one of my many phone calls wesurely could have communicated and clarified this.As previously stated Pat did have a six minute phoneconversation with my wife at which time they did discuss and Pat didacknowledge to her that two of the cracks are structural.I truly appreciate and accept your offer to come and meetwith us to help resolve this matter (I wish we would have done this back inJune)My only request would be to ask that you and Pat please come with anopen mind to help resolve this problem.*** and I can be available on any of the following dates, Tuesday8-25-pm, Saturday 8-29-11:am, or Tuesday 9-1-7:pm. Please let me know what works best for you. Thank You, *** ***
Regards,
*** ***

Complaint: ***
July 24,
I am rejecting this response because: most of this response is either misunderstood or flat out false
At no point did my wife or myself say we were fine with cracks in our one month old concreteMy wife had a phone conversation with Pat (foreman) on July 15, during which Pat acknowledged that two of the cracks were structural and need to be cut out and replacedAs for the smaller cracks he suggested to my wife that we caulk themReally? Caulk them? (Why, so they don't continue to grow? That's really going to look nice.) He then said he would talk to Tony (owner) and get back to usThat is the only time we have ever gotten a phone call back from Pat or Tony since this became an issueI have been trying almost daily since mid July to get answers, ALL of my messages for Tony to call me have gone unanswered
.As I stated previously some of these cracks are small surface cracksI felt it would be helpful if I put tape down to make sure all the cracks were identified to accurately assess the entire situationI did say to you that SOME of these appear to be non structural not all of themI never said you cannot see some of them (if you couldn't see them they wouldn't be cracks)Some of these cracks maybe small enough to overlook, but the quantity of small cracks is just unacceptableIt is not unreasonable for a person to expect finished concrete work to not have cracks in it in the first month or twoIn April 2015, I had fifteen hundred square feet of concrete poured in my garage, not one surface crack
I have read my contract and nowhere does it state "concrete does get small hairline and surface cracks" I do not believe it is the nature of concrete, but more so the result of when the concrete starts to cure too fast or if you try to finish the concrete once it has begun the curing processI also would like to note that a few days after the concrete was poured I noticed a small surface crack and that block was immediately removed and replacedThat was very similar to the cracks that we are now dealing withI don't understand why these ones will not be replaced as well
SO WHAT YOU'RE TELLING ME IS "by the nature of concrete" ME, ANY OF YOUR PREVIOUS CUSTOMERS, AND ANY FUTURE CUSTOMERS SHOULD EXPECT AND ACCEPT THAT THERE COULD BE CRACKS IN THE NEW CONCRETE POURED AROUND A SWIMMING POOLNo, that is unreasonable and unacceptable
I do not believe your foreman was out three times (what business would send someone out three times to look at the same cracks?) If he had come out a phone call to let us know what you do or do not plan to do would have saved a lot of aggravationI believe Pat was out only once, and I know that day was a stormy day which left the concrete wetIt is much harder to see the cracks when the concrete is wet
You wrote "he seemed ok, as did she when we explained itI'm confused about the complaint." Yes you are confused, being as I haven't spoke to you or Pat since the day I first notified you of this issue, you won't return my phone callMy wife's conversation with Pat was left at he will talk it over with you and get back to usNothing was resolved and she was definitely not fineTo make this clear we are not ok or fine with this
I'm in disbelief that this issue has gone as far as it hasI have never had to file a complaint with the Revdex.com or any other agency beforeI just want this concrete removed and replacedIt is clear to me from your previous response and the fact that you will not return my phone call that the pool store intends to do nothing to resolve this issueI feel that I have given the Pool Store plenty of opportunity to make the repairs needed .If I am wrong please contact me as soon as possible via email or phoneAt this point believe my next options are to file complaints with New Jersey Department of Consumer Affairs and the Attorney General's OfficeI am also considering legal counsel if need be to take this through the court systemPlease understand that I do not think any of these are a good option for either one of us, however I am prepared to do so should it be necessaryAt this time I am still hoping this can be resolved between usAll I am asking for is the broken and cracked concrete be removed and replaced with a matching finish, this is what I paid for and this is what we expected to be done
Thank You,
*** ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:You did, in fact, charge for looking at the ***, and said nothing was wrong with it The filter did NOT need to be re-plumbed Nothing was done to fix the filter on the first visit, even though you said your guys cleaned it out and epoxied it closed Then why, on the 2nd visit, did the guy claim it was full of calcium?? I'm not going round and round with you people and you did NOTHING to fix my problem *** did So please don't take credit for anything
Regards,
*** ***

I believe this has been taken care of.  We do not remove dirt for above ground pool installations; however, in an effort to complete this job to Ms. [redacted] satisfaction, we are doing so today.  She is a really nice person and we value her as a customer.

Business Response to a Complaint Complaint ID#: [redacted] Company Name: The Pool Store Company Contact: Toni Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: The filter needed to be re-plumbed and was completed by one of our professional service technicians. The customer was not charged to fix the cleaner because we could not fix the cleaner. The fact that everything is working now is a combination of the work we did and the work that another company was hired to do. We did no charge for the return visit. We are sorry you feel the way you do about our company. We certainly do our best to provide excellent customer service. Thank you.

We spoke with Mrs. [redacted] about the concrete.  The cracks are not structural as Mr. [redacted] pointed out to me that  'you cannot see the cracks'.  In order for us to even see where they were he had to put tape along side it.   Concrete does get small hairline and...

surface cracks (it's the nature of concrete as outlined in our contract).  You cannot see the cracks.  If one were determined to be structural we would replace that section.  He seemed okay, as did she when we explained it.  I'm confused about the complaint.  My foreman has been there 3 times and spoke with both of them.

Complaint: [redacted]
I am rejecting this response because:The reason why we felt they we moving to fast is because they told us the yard need to be fixed 19 inches and they were coming before our contractors could complete any work.  Yes I was calling excessively, because I was stressed out over the whole situation.  We had a death in the family.  that was once day we asked them not to come.  The second time was when we had contractors in the yard doing the drains on each side of our property to keep water away from the pool.  It was not a scheduled day the Pool Store was to come out. Again they come when they want or don't come.  As far as the cops coming because of the neighbor that was on a Sat and was because we were raising our fence to meet our property that we had to raised for the pool.  The pool store had nothing to do with this and were not even there that day.  They only know this because we told them about our neighbors giving us trouble.  I truly do not want to go back and forth on the phone or through the better business.  I am simply trying to get this resolved.  [redacted] called  again screaming saying we own money.  We do not.  We do own 700.00 at the completion of the job in the fall.  Our now 7 weeks of pool cleaning and our installation of our pool  cover and our finally inspection.  She screamed we owe her any apology and she we not do anything till them.  We just want to be treated with fair customser service and we want our work done.  Also, as I mention previous we would like them to check for the possible leak in the pool.   We were told by her worker that there might be a leak in the steps.  I would know so I ask to have it check.  We were told yesterday by [redacted] that we have a cleaning appointment and they will check for the pool leak tomorrow around 11am. Now I do not know if they are coming based on the phone call from [redacted] this morning.  We just want things to get done properly and as scheduled.  We are not trying to sue the pool store for anything as [redacted] scream on the phone.  We said if the Revdex.com can not help us perhaps a letter from our attorney would.  We truly do not want to take it this far.  But we will not apologize to suit her girl tantrums that she has on the phone.  And yes my husband did say talk to me only because I was getting way to upset and stress out.  Again, all we want is the proper customer service and to finish in the fall.  I do not want anymore phone call from a screaming owner.  If she wants to talk that is fine.  Just do what you say when you say your going to.  Thankyou.
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because:  We did receive our new ladder, our leak was fixed and trash (boxes) was removed.  I am in the process of resolving the rest of our issues.  My husband and I would like to resolve the last few items, settle up and call it a day.
Regards,
[redacted]

The first week we started construction, day 4, [redacted] called to tell us to 'stop construction'.  It was 'moving too fast'.  I told her that I have never had a customer complain because we were moving along nicely but that at her request we would stop construction.  A few...

minutes later, her husband called screaming at us and her and we were told to move along with the build of the pool. He told us 'DO NOT TALK TO MY WIFE, DO NOT LISTEN TO ANYTHING SHE SAYS, ONLY TALK TO ME'.  A few days later we were told not to come in the yard because her husband '[redacted]' had landscaping to do.  3 days later we showed up and the cops were there because they were feuding with a neighbor. The third week we were told it was moving too slow. Every time we have tried to do our job they have interfered.  Every step of the way was a struggle.  As the owner, I personally talked to Paula at least once a day and many times she would call the office 15 times a day.  She requested I come over several times and I did.  She asked us to rearrange the schedule and I did.  Many times we showed up and couldn't get in the yard.  Their complaint is a total falsehood.  We have bent over backwards to please this customer, over and over and over again.  The pool is beautiful and even with their constant construction interference, was completed in a timely manner.  The balance on the pool has not been paid.  Any 'free maintenance services' and warranty work is not valid while the contract is in default.  I personally have tried with the best of my ability to please this customer to no avail.