Darby Real Estate of New York, Inc.

Dear ***,We, Desmond Pools, installed an above ground pool in April of (ID # ***)We then closed the pool at the end of the season, September of Until recently, we had not done work for this clientFor three years we had not opened, closed, applied chemicals, nor vacuumed this
poolWe received a call from this client at the beginning of the season in regards to a pump/filter issueWhen we arrived at the site, we discovered that the pump/filter hoses were not connected properly, nor was the pool opened correctlyA few weeks later, the liner had developed wrinkles and was coming out of the track in certain areasThis only occurs for two reasons: (1) the water level has been higher than recommended, causing there to be extra weight at the top of the liner, or (2) the water chemistry has not been properly maintained over the past three years, causing the wrinkles to appear and the liner to shift.We returned to the client's site in order to put the liner back into the track and to apply bead lock to the top of the linerBead lock is generally used on in ground pools - not above ground pools - but we thought it would correct the problem in the area where the liner had pulled out of the trackWhile our representative was completing the repair, he was asked by the homeowner to install the bead lock around the entire perimeter, but was also told that the homeowner believed it should be done free of chargeWe offered to install the bead lock, but could not install it without charging the client for the product and the laborThe client was previously provided with a manufacturer's warranty on the product at the time of installation; however, the repairs that she needed were not due to a manufacturer's defect, nor were they due to improper installationThey were due to improper care of the pool itself.We attempted to rectify the situation by asking for pictures of the liner that we could send to the manufacturer to aid in pinpointing the cause of the problemWe also offered to add bead lock to the inside of the pool, at a nominal feeWe feel this was an appropriate offer, given the circumstances, especially because we found that the pool equipment had been improperly cared for and because we had not worked on the pool since its installationThis was not satisfactory to the client, as she expected us to complete the work for free, even though her pool repairs were not covered under warrantyOn several accounts, she threatened to contact the Revdex.com if we did not do the repairs, free of chargeShe also claimed to have contacted the manufacturerTo follow up with our manufacturer, we did the same and learned that they hadnever spoken with her, nor would they speak to a homeowner directlyWe found the client to be obstinate in her demands for a repair at no cost.Scott D