Del Val Pools & Spas of Turnersville LLC

Revdex.comPlease remove this complaint as the customer infact has the correct step and has talked with [redacted] and seemed to be in agreement with the step he received Unfortunately, this complaint seems to stem from both the lack of communication and incorrect information Del Val Pools values every customer and we really do strive to provide excellent customer service with each and every one We are always here to support Mr [redacted] and thanks him for his business and understanding thank you

I went with Del Val Pools because the previous owner used them to build the poolOnce we moved in the previous owner stopped using the pool and didn't have it properly closed in yearsWe had Del Val out to replace the liner and check the linesChecking the lines was our biggest concern since the pool had sat for yearsI was promised that when they would do the opening of the pool all lines would be checkedThis weekend I emptied out my skimmer and noticed a line plug still in the skimmerDel Val did NOT check my lines and the pool liner is also starting to come off one wall after a monthI've called and left a message twice so far and have not received a call backI'm very disappointed in the quality of the service, attention to detail and inability to return a callI would not recommend

I RECENTLY HAD A POOL OPENING BY DEL VAL POOLS IN TURNERSVILLE AND IT WAS A COMPLETE MESS ALL OF THE TRASH FROM THE TOP COVER THEY DUMP INTO MY POOL WHEN I ASK BRIAN ABOUT HELP TO CLEAN OUT MY POOL HE REFUSED, SAM NEVER RETURNED MY CALL I GUEST THIS WAS HIS WAY OF DEALING WITH ME I ASK THERE EMPLOYEES WHY NOT CALL US OR KNOCK ON THE DOOR AND ASK US WHAT WOULD YOU LIKE US TO DO BRIAN MORE LESS SAID ITS YOUR PROBLEM YOU DEAL WITH IT BRIAN OFFERED NO SOLUTION TO GETTING MY POOL CLEAN I PAID THEM FOR A POOL OPENING AND ENDING UP DOING MORE WORK TO CLEAN THE POOL FROM THERE MESS THAN WHAT IS WAS WORTH HAVING THEM TO DO IN THE FIRST PLACE I WOULD HAVE BEEN BETTER OFF DOING IT MYSELF

Revdex.comPlease remove this complaint as the customer infact has the correct step and has talked with [redacted] and seemed to be in agreement with the step he received.  Unfortunately, this complaint seems to stem from both the lack of communication and incorrect information.  Del Val Pools...

values every customer and we really do strive to provide excellent customer service with each and every one.  We are always here to support Mr [redacted] and thanks him for his business and understanding.  thank you

Del Val Pools and Spas of Turnersville did not install my liner properly. They left with the job half done and told us the wrinkles would come out from the weight of the water. I now have at least THIRTEEN wrinkles, some of which are approximately three feet long. They are now blaming me and the company that filled the pool. They refuse to correct the problem and reimburse me for the water. (I paid for 28 THOUSAND GALLONS OF WATER) I have contacted a lawyer and fully intend to seek reimbursement of the water, require Del Val to fix the liner, and will seek reimbursement of all legal fees incurred. Terrible service.

Review: I went to Del Val Pool in Turnersville NJ and seen a product called [redacted] and fell in love with it. I dealt with the sales person name [redacted]. It is an electric Jacuzzi cover. The total cost was $6,311.93. I made a deposit of $3,000 on the product in mid June and didn't receive the product until two months later. The product after making varies calls to find out what was taking the product so long to come in arrived mid August where I paid the remaining balance of $3,311.93. I didn't get to use my Jacuzzi for a few weeks because of electrical issues with the contractor. Now that's another issue. [redacted]. Del Val Pool promised complete set up but when they got there they said that they don't deal with the electric so we had to have the contractor come back out spending more money. When I finally got a chance to enjoy my Jacuzzi with my new [redacted], the privacy shades were covered with bleached stains It is was very unattractive and embarrassing since we had company over. I immediately contacted Del Val ([redacted])and spoke to [redacted] & [redacted] to voice my concerns. [redacted] said that we must have spilled something on it. I sent him the photos and told him that I am a grown women and who take care of her things. I asked for replacement shades. He said that he had to contact the [redacted] company Being frustrated on not getting any call back or answers from Del Val, I called the company myself([redacted]). I been speaking with a women name [redacted]. I voiced my concerns with her and sent photos to her email [redacted]. She said that it is from the chlorine in the Jacuzzi. She said that I would have to leave up and let the sun hit it and it would eventually go away but will appear again once it closes. Are you kidding me. I told her that this should not be and when I open The [redacted], I should not have to wait for the sun to fix the very ugly look on the shades. This cost me $6,311.93 and I should not have to look at this.Desired Settlement: I was asking that they replace the two brown shades with two serenity shade that doesn't seem to get the bleach stains on it. That’s all I was asking for. Fair exchange but I keep getting the run around. I am to the point that I don’t want the [redacted] at all if I am not going to get any customer support or satisfaction. What if something goes wrong with the product itself…..who do I turn to. I want them to give me my money back $6,311.93. I also wish I could ask for my $1,000 back that I had to pay to have the electrician to run a separate line. This has been a nightmare.

Business

Response:

We have been in contact with Mrs. [redacted] and the complaint is being resolved. We have ordered new shades for Mrs. [redacted] and are waiting for them to arrive from [redacted]. This is the second time we have ordered the shades as the first replacement set we ordered came in incorrect from [redacted]. Mrs. [redacted] is aware that the shades are on order again and they will be installed when they arrive. We thought that the original complaint had been responded to.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It's been over three weeks and still no replacement shades. Del Val Pool came out to replace but had wrong shades in box. They took the defective ones and left me with out any. I don't ever get a call just to let me know that they would be in soon or anything. I am very uncomfortable with the product because I have no supportive customer service to turn to. When I try to deal directly with the manufacture they tell me that I have to deal with the company that sold it to me. Del Val Pool is very hard to get in contact with. I can never get in touch with them or a call back. I always feel ignored. The [redacted] was over $6,000 and no kind of support. If something goes wrong with it other than the shades, where do I go. I have missed an entire summer not enjoying the [redacted] because of Del Pool as well as [redacted]. It was so much miss communication between the two companies but I suffered for it. This should have been an upgrade but its been an nightmare. I am to the point that its not worth all this aggravation. I want them to come remove the [redacted] and return it for a full refund. This has been 7 months of HELL

Regards,

Business

Response:

Unfortunately, Mrs [redacted] displeasure with the shades of the [redacted] is not Del Val pools fault. The [redacted] was ordered, delivered and assembled. New shades were ordered and they sent the wrong ones. New shades were re-ordered and we are waiting for them to arrive. Once they are in stock we will deliver and install the new shades. Mrs [redacted] issue is with [redacted] not Del Val Pools.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: [redacted] tells me that I have to deal with Del Val Pool because they sold me the product. When I reached out to [redacted] about my shades they said that they had to get an email from Del Val Pool. I told them that they should have some kind of communication because Del Val Pool was informed about the defective shades and I just wanted to see how long it would take for me to get replacements because I was having an event and didn't want to be embarrassed. They told me that they had no contact with Del Val Pool about my shades. That was a few weeks after I told Del Val Pool. I begged them to please contact Del Val Pool and they will tell them that I had an issue. The bottom line is that I don't feel comfortable with customer service from Del Val Pool or [redacted]. They got my money and that's all that mattered. [redacted]

Regards,

Review: Del-Val Pools did a poor job with the installation of a replacement liner. They either measured wrong or installed it wrong. My liner was pulling away from the wall the first day after refilling the pool. Del- Val stated that this is normal! The liner manufacturers first reason listed on the warranty for premature wear is over stressing. That is what I have . There are several spots were the liner doesn't sit flush against the wall or floor. Horrible job. They first came out said they would put "liner lock" around the entire pool. Told me they would put me on the schedule. Two weeks later called and was told they would be out on Friday and that I didn't need to be home. Found an invoice in my door stating to get the job done would cost 345.00.Desired Settlement: Don't trust service department. Full refund so I can have someone else do the job properly.

Business

Response:

We have satisfied all issues with the customer. Customer is happy.

Consumer

Response:

[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.]

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,

Review: [redacted] came out to service my vita spa hot tub upon arrival he brought the wrong spa pack that didn't fit my hot tub and told me he could not get the correct parts he said they were discontinued that I needed to hire an electrician to run another line then he would finish the job. I've found other company's who can get the parts. He then cut all the wires to circuit board and spa side control which all he had to do was unplug them.I wasn't going to pay him for the wrong spa pack and for repairs not completed and pay an electrician. No repair was done and he destroyed all the parts now it's going to cost alot more since he just left everything apart and cut up. I've been doing business with his company for 11 years and I would certainly pay him to bring and install correct parts I've bought the hot tub,new pool cover,new pool liner,pool heater,and used this company to open and close my pool over the last 11 years. I can't believe he did this to me I want to resolve this problem even if he just puts everything back together the way it was so I can have it repaired. now the pipes may freeze causing more expenses I can't affordDesired Settlement: Bring the correct parts finish the job or just repair all the damages he done to all the wires to circuit board and spa side control panel put it back the way it was so it doesn't cause more expenses for me most companies charge $99.00 an hour it needs a L100 or L200 circuit board which are compatible for vita spa U100 series and a L50 spa side control panel he should have known this information before he brought the wrong parts

Business

Response:

Please remove this Revdex.com complaint as it is retalitory from the customer because she was told she would need an electrician to bring her hot tub to building code. In the summer, [redacted] went out to replace a circuit board and topside control on the customer's hot tub that were burnt out. After prepping the hottub [redacted] informed the customer that the wires used to hook the hot tub were no longer in code and an electrician would be needed to make the wires up to code and more importantly safe to use! The customer responded that they were unwilling to spend any more money to which then [redacted] removed the parts he was prepping back out of the tub and left the customer's property. [redacted] never collected any money for the parts used or the time prepping the hot tub. That was last time [redacted] heard from the customers until this Revdex.com complaint. [redacted] is a spa technician not a licensed electrician. The customer needs an electrician to fix the electric before any work can be done by any licensed business as it is dangerous. We can recommend an electrician if the customer does not know of any. If you or the customer have any more questions please contact DVP. thank-you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is not the truth he never told me it was not up to code when he came out to diagnose the problem he just said half of the circuit board was not working and to replace it and the top side control panel which he has just recently replaced. I don't even believe anything was wrong with it he then came out with the wrong parts which don't go to this hot tub it was only then when all of sudden it was not up to code he wanted me to hire an electrician to run lines to fit his parts he was angry because I refused to pay for parts that don't fit my hot tube he cute all the wires and even sawed off part of the top side control panel because his parts wouldn't fit now what am I supposed to do it's sawed, wires are all cut and I have photos of what he has done I had a few people look at hot tub and can not believe what he did not one person said it was out of code or dangerous now it's going to cost me at least 3 hours labor @ $99 an hour to rebuild plus parts when all he had to do is unplug and order the correct parts

Regards,

Business

Response:

The correct parts were ordered and installed. The only thing that the customer had to do was hire an electrician to run the additional fourth wire. The new parts that [redacted] had installed,require by code, a four wire hook up and the not the old three wire. Again, [redacted] is not an electrician and cannot improperly install electric simply because the customer doesn't want to pay additional money for an electrician. The electric originally was not installed by a licensed electrician and she needs to address this before any work can proceed. Quite simply it is not safe and not up to code. We recommend that the customer contact her local electrical inspector to verify if her electric to the hot tub is safe and up to code. thank-you

Review: Late September of last year, we ordered a pool liner and cover from their Elmer office. The design of the liner was incorrect, but instead of refusing it, we were willing to work with the company to receive compensation in the form of new steps for an in-ground pool.

In early July, I called to get installation instructions. They were of no help, and I had to go to the manufacturer, who informed me that the steps were for an above ground pool. I called the Elmer office, and they gave me a choice of new steps that I had to order. I had to view web pages and call the manufacturer to learn about them and made a choice. It has been over 3 weeks since I informed the office of my choice. Whenever I call up, I have to re-explain the entire situation, and the last person who left a message, addressed me as as "pal", and divorced himself from the situation as I went into the details of the shoddy service I have received from this company after spending thousands of dollars. They have been at best, short with me, and the installation of the cover was a less than friendly experience, with an unapologetic installer swaggering about the place and sticking me with a broken screw from a plumbing lever. I chose not to mention it, hoping to be done with this company because it became more and more evident that being polite to a customer after giving them poor service is beyond their thuggish mentality. Now I'm stuck with a set of steps that is unsuitable, and they don't seem to think it is up to them to update me on the status of the order that is taking far to long to complete. Needless to say, all confidence has been lost over the good character of the company after bending over backwards to be patient. I'm tired of explaining, I'm tired of waiting, I'm tired of the unprofessional attitudes, and I'm sick of the lack of responsibility.Desired Settlement: I want the in-ground steps. I doubt they will give anything else, even though they have ruined the ability of a half-crippled old woman's use of a pool through their incompetence, false promises and delay tactics.

Business

Response:

Revdex.comPlease remove this complaint as the customer infact has the correct step and has talked with [redacted] and seemed to be in agreement with the step he received. Unfortunately, this complaint seems to stem from both the lack of communication and incorrect information. Del Val Pools values every customer and we really do strive to provide excellent customer service with each and every one. We are always here to support Mr [redacted] and thanks him for his business and understanding. thank you

Consumer

Response:

[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.]

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,

Review: When the co. Installed my pool liner, their vaccuum created a sand hole beneath the liner and I did not see it and twisted my ankle in it. I notified them on July 21st of what had occurred and they stated, they could sch and appt but the pool would have to be drained and then refilled or I could take precautionary measures so that no one else was injured and they would schedule me for sept. 6th. I put a gallon plastic bottle in the hole, tied nylon line to an empty bottle so that no one else would be injured. I started draining my pool two days ago so that it would be ready for the repair. When I contacted them this morning, I was told, they would have to get back with me re: a date. I now have no means of keeping the water clean because its way below the circulation system nor can I close it without being repaired as I would have to add additional water before putting the cover on.Desired Settlement: I just want my liner repaired so that I may close my pool for the season.

Business

Response:

Liner repaired and customer happy.

Consumer

Response:

[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.]

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,

They get your money and duck you after when you have problems. They sub contract ALOT. I had issues and called and insurmountable number of times and never got my issues solved correctly. Would NOT recommend.

Review: My husband and I purchased a pool on June 29th from the Del Val Pool Turnersville location. We were headed for vacation so agreed to call when we returned to schedule installation. Upon our return, we spoke with [redacted] to ensure everything was prepared..

We worked with the installer and scheduled the date. Two days before our pool was scheduled to be installed my husband received a call that the pool we ordered (Aquasports Palm) had come in missing parts. [redacted] shared that he would give us a different pool although similar due to the error. At no time did he share an additional amount of money we would be charged or give us anything to sign to authorize additional charges.

When I received the bill from the finance company I was surprised to see an additional charge of $267.50 authorized on 7/17/14. My husband called several times but was not provided with the courtesy of a return call. When he stopped there, [redacted] informed him that the charge was for the pool “upgrade” and refused to remove it. He claimed he had split the cost of the upgraded pool ($500 plus tax). I have since called multiple times and sent letters with no response. I spoke with Management at one point and was told the owner would call me back however she “came and went” and they could not guarantee it would be prompt. Almost, 6 months later I have still not received no satisfactory response.Desired Settlement: I am requesting several items to satisfy my concerns:

•The $267.50 will need to be removed from my credit card account. I have also filed a grievance with them as well. I would like a response to this in writing. My total charge that I authorized was $3698.00 and I will pay no additional money for the mistakes of the distributor and/or Del Val pools. If they will not remove the charge, I challenge them to provide a signed sales receipt where I authorized this transaction as it does not exist.

•I would like warranty information (handout) as well as a new sales receipt for the exact model of pool substitute and installed in my back yard. After this incident, I am not confident in Del Val ensuring my satisfaction. I will be verifying that the quality is similar and that the list prices are not significantly different.

Business

Response:

After speaking with [redacted], who was the sales person that sold The [redacted] their new above ground pool, I'm not sure what Mrs. [redacted]'s claims are? When [redacted] called and spoke with Mr [redacted] about parts missing from the pool they purchased, [redacted] offered the [redacted] an upgrade from the pool they purchased to the Sentinelle Above Ground Pool. [redacted] explained to Mr [redacted] that the pool difference was 500 dollars, but as a courtesy, Del Val Pools would split the difference so the [redacted]'s above ground pool installation would not be delayed. Mr [redacted] agreed and came into Del Val Pools to initial the changes made to the original contract. The [redacted] are welcome to stop by the store and we will provide them with a copy of the updated Above Ground Contract with Mr [redacted]'s initials approving the changes. Additionally, [redacted] did try to reach out to the [redacted] months ago but neither mr nor mrs [redacted] responded to his phone attempts. Finally, only a couple months ago, when Mr [redacted] came into the store to pick up their winter cover, which was included in the sale, mr [redacted] made no mention of this or any other issue to [redacted]. Therefore, [redacted] thought the misunderstanding/miscommunication had been remedied. In short, Mr [redacted] agreed to split the difference for a much nicer above ground pool than they originally purchased. The Palm is a 30 year limited warranty pool with a standard galvanized track system, whereas the Sentinelle comes with a 60 year limited warranty and synflex resin track system. Unfortunately, Del Val Pools does not have or keep Aqualeader warranty information but this can be easily obtained by visiting Aqualeader.com. Del Val Pools takes great pride in providing upfront and excellent products, sales and service to its customers and would never change a customer's order without their approval. I hope the [redacted] appreciate and understand what Del Val Pools did for them. thank you [redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:I find the response unsatisfactory. My husband did not agree to "split" the cost of a new model. We authorized charges for a specific amount as per our sales reciept. It is not our fault that the pool we ordered was incomplete. We were told a pool of better quality was being substituted due to the problem but did not agree to pay additional money. If he did agree as you say, why was the transaction not formalized with a new sales receipt? Instead my credit account was charged with no authorization or signature and I did not find out until the statement was received. I have called multiple times and we have spoken to [redacted] who refused to address our concerns. The letters we sent were not answered and I called multiple times to speak to someone higher up than [redacted] and never received a return phone call. Why would I continue to call if I am getting no response?Regarding the cover, it was part of our package. We picked it up because we had paid for it. My husband did not see [redacted] when he picked it up. We had been there multiple times to complain prior to that and are always referred to [redacted] who we no longer wish to deal with. In summary, my claim is that you charged my finance account (that I opened specifically for the pool) an additional $250 plus dollars without our authorization. Also, that your complaint management process is flawed and simply ignoring someone is not appropriate customer service. There needs to be a heirarchy in place to ensure if a Salesperson does something that needs to be reviewed a customer can reach someone else in authority. Regards,[redacted]

Business

Response:

Unfortunatley, the fact is that your husband and [redacted] changed the original sales contract and your husband initialed it. [redacted] was only trying to provide you and your family the excellent service we like to provide to our customers. In the future, if you do not want to deal with [redacted], you can speak with [redacted]. He is the other manager in Turnersville. That said, both are my sons as we are a family owned, family operated business. Thank you for your purchase and I hope you are able to move past this misunderstanding and know that we appreciate your business and look forward to taking care of your family's pool needs for years to come. sincerely [redacted]