Diamondback Pool Service & Repair

Revdex.com:I have reviewed the response made by the business in reference tocomplaint ID [redacted] and have determined that DB Pools' proposed action wouldnot resolve my complaint For your reference, details of the offer Ireviewed appear below.The company owner, Ryan W [redacted] is NOT being truthfulAnd in fact he ismisrepresenting not only the facts in this case, but the timeline as wellRyanW [redacted] states "the requ [redacted] that was made on 09/03/by [redacted] She emailed and wanted to know if we could take a look at the pool atthe home she just sold."DB Pools is deceptive here as he completely OMITS the fact that his company andhis technicians at DB Pools, for the past nearly YEARS, has been THE HIRED COMPANY SOLELY RESPONSIBLE for the service, cleaning, and maintenance for this exact pool at [redacted] home on [redacted] As a side note, it also happens this home was recently sold by [redacted] - but that fact (aside from a timing aspect) has nothing to do with the fact that the damage to this pool has been the direct result of DB PoolsNOT doing what they had been contracted to do for the past nearly years with and forthis poolIn fact, DB Pools own website shows this maintenance and cleaning service theyprovide is - quote: "Regular, consistent maintenance performed by trainedprofessionals has been shown to be one of the most effective ways to preventthe costs of major repairsIncluded in each of our Pool Service Plans is acomplete point inspection that can help identify trouble spots early –greatly reducing their costs."MrRyan W [redacted] writes to the Revdex.com: "Again, we did not do any plumbingrepairs to the equipment."This verbatim statement is somewhat true BUT IS NOT THE ENTIRE TRUTHAnd Ryan W [redacted] KNOWS he is attempting to distract from the whole truth.The "Repairs" had to be performed by a different company - [redacted] *he REASON DB Pools did NOT do any plumbing repairs to the equipmentin this instance was due to the fact that not only pool owner [redacted] but the soon-new owners both had seen repeated evidence of being lied to somany times by DB Pools and had witnessed the previous lack of proper maintenanceto this pool by DB Pools - which resulted in the $repairs being necessary -neither party wanted DB Pools to come anywhere near this pool ever againAndin contrast to what DB Pools claims on their website that their monthly serviceprovides - DB Pools NEVER recommended any minor repairs or "identified anytrouble spots early"DB Pools simply had their shad, incompetent,dishon [redacted] Pool Techs arrive once a week and throw more chemicals into what DBPools had caused to be an already-unstable pool-damaging situation!This fact was discussed with DB Pools Manager Cherie and with Owner Ryan W***on 09/03/- at which time Cherie of DB Pools stated she certainly understoodwhy the soon-to-be-new-owners of this pool did not want DB Pools to do anyfurther so-called "maintenance" to this pool (due to DB Poolstechs having failed for many many weeks to do what DB Pools was contracted todo with regards to maintenance and cleaning of the pool).This fact can be proven by the copy of the written email on 8/26/we possessfrom Manager Cherie at DB Pools to [redacted] in which DB Pools admits- QUOTE: "Tamara, I am so sorry, for the trouble and you certainly do not have to pay those months as I have the photosfrom Bryant who came out to try and clean things up after the other two techsleft a messThank you for providing our information to them [the soon-to-be-new pool owners] after the rocky twomonths we had with the tech turn over, it is so appreciatedCherie"FACT: [redacted] and I both had been lodging complaints with Cherieand DB Pools for several weeks prior - dating as far back as June, about thehorrible condition of the pool and pool pump equipment not being cleaned andmaintained by DB Pools! That email is only just one that proves exactly that DBPools is and was fully aware there were ongoing serious problems with [redacted] pool "the other two techs left a mess" and "after the rocky twomonths we had with the tech turn over." !!! [redacted] [my Wife] and I both have numerous photographs in steadysequence over these previous months showing the continual worsening conditionof the pool and pool pump equipmentWe can provide these photos to the BetterBusiness Bureau (and Cherie at DB Pools is fully aware of this fact, as we senther those same pictures over the course of these months)! Again, this fact andthis evidence is more proof that Ryan W [redacted] is shamefully lying about thisentire situation.Incompetent Pool Techs for DB Pools were admitted to by Cherie at DB Pools inher emails, and we were told by DB Pools these Techs had eventually been firedfrom DB Pools (i.eher reference in her email to "tech turn over").As follto just that one email from Cherie at DB Pools, and there wereother communications from DB Pools about this ongoing problem with T [redacted] pool(both by phone and by email), on Friday 9/4/Cherie of DB Pools did in factspeak by telephone with me and my wife [redacted] It was during thatphone call that Cherie did in fact state "Of course we will cover the costof these repairs"Cherie of DB Pools was of course referring to the costof the Repair ***imate the soon-to-be-new-pool-owners of this pool had receivedfrom a different company, Sharp Pool Creations for $DB Pool owner Ryan W***, in his Revdex.com response, rambles on about a fact that thefilter in [redacted] pool was of the DE Type and not a sand or cartridge filter.THIS IS COMPLETELY IRRELEVANT information, and if Ryan W [redacted] of DB Pools wouldadmit that it has been HIS company for the past years solely responsible forthe cleaning and maintenance on this filter system (whatever the type) itbecomes more clear that HIS Pool Techs SHOULD HAVE BEEN PERFORMING REGULARCLEANING AND MAINTENANCE ON THE FILTERThe fact is, DB Pool Techs DID NOTperform any regular maintenance and cleaning of this filter system on this pool(DE or Sand or otherwise)And IF THEY HAD DONE SO, THERE WOULD NOT HAVE BEENSUCH SERIOUS REPAIRS NEEDED BY AN OUTSIDE (Competent) POOL REPAIR COMPANY!!!It has been the sole responsibility of DB Pools, for the past nearly years,to perform maintenance and make sugg***ions to the contracted Pool Owner aboutany necessary repairsDB Pools did not do their job! And serious damage ensuedto this pool systemTo add insult to injury, the shady Pool Techs at DB Poolswent so far as to tell [redacted] that the type of filter she had onthis pool only needed to be opened and inspected about every years!My wife T [redacted] *nd I are more than willing to sign any legal Sworn Affidavit,before any Officer of the Court or Small Claims Court Justice att***ing to whatCherie at DB Pools told us on 9/04/in this regardCherie of DB Pools onthat 9/4/phone call even went so far as to tell us "Thank you for beingso gracious about all of this mess.” And “Ah yes, Dante, the gift that justkeep on giving” [referring to the pool Tech fired by DB Pools who had damagedour pool and many others’ pools in the previous months).See attached email copy from 8/26/from Cherie at DB Pools apologizing inwriting and admitting serious problems due to their “tech turn over”This isevidence for the Revdex.com and for Court.My Wife and I can & will also provide numerous color photographs of theworsening damaged condition of our pool and pool equipment after months of ourongoing complaints to DB Pools about our pool not being properlycleaned/maintained or properly serviced by their now-fired Pool TechsAgain,this was occurring during the previous months when DB Pools was being paid$115/Month by Tamara for alleged cleaning and maintenance to this pool.MrRyan W [redacted] of DB Pools is absolutely lying and misleading/misrepresentingthe facts here to the Revdex.com in this caseOur emails and ourphotographs and the shear fact that these extensive repairs even had to be doneto our pool are ample evidence of the hon***y and veracity of OUR truthful andaccurate claims against Diamondback Pool Service & RepairsIf DB Pools hadbeen doing their job all along, these extensive repairs would not have evenbeen necessary! These color photographs will also be presented as evidence ofour truthfulness, and of the lies & deceit by DB Pools, in Small ClaimsCourt.We again ask that DB Pools should keep their promise ("to cover the costof these repairs") and reimburse us now for these $worth of necessaryrepairs to our pool - which we have already had to pay for out-of-pocket to [redacted] Thank you, Revdex.com.Respectfully, [redacted] ***

This complaint has been precipitated by the request that wasmade on 09/03/by *** *** *** She emailed and wanted to know if wecould take a look at the pool at the home she just soldShe said the newowners were reporting that the recently repaired plumbing was leakingWe reminded her,
we did not do that repair, she had her homewarranty company handle it, but we would send Chuck out to take a lookBeforewe got out there, she emailed and said they were also reporting the warranty companywould not stand behind their repair, and the new owners warranty company wouldnot repair it because it was gluedAgain, we did not do any plumbing repairs to the equipment.We received another email this time saying they would not repair the filtereither because the cartridges were too dirtyThen before we could answer wereceived another email saying it was blowing sand in the poolWe answered and let her know we would send Chuck out, butshe did not have a cartridge filter, nor a sand filter, but in fact she has aDE filterOur tech went out and found it was blowing DE in the pool.We let her know the likely problem was the grids were torn and/or the manifold wascrackedThis is over timeThe next call came from her new husband *** after hechastised me for a period we got down to brass tacks and we agreed to call atech in on Saturday (of the holiday weekend) to make the repairs for themOn Saturday morning, we received a call and text from ***saying the new owners did not want us out there and that he wanted us to payfor another pool company to render repairsMy office manager said she wouldspeak with me the owner on my return.*** then told S*** *** *** my office manager wasgoing to call and pay him with a credit cardOn Tuesday she and I discussed this and we let *** know wewould not be paying, as we did not do the plumbing repair and the filter wasworking fine when we were caring for the pool and we have evidence that as itwas not blowing DE in the pool under our careWe spoke with the owner of *** *** *** and let himknow we were not paying and as we spoke, he shared with us *** kept trying toblame us the pool cleaning company because the pool was dirty a few weeks thatwe ruined his year old plumbing and 8-year old DE filter would not neednew grids if we had done moreI have attached the entire chain of communication etc to illustrate;we tried to help at every turn Thisgentleman has filed this complaint, one with ROC and was plastering our socialmedia with slander for two days straight until we found a way to block him.We have contacted the ROC and trying to get them out comeout and look at the equipment as we have committed no wrong doingIf you have any questions, please do not hesitate to callus

RE: *** *** Complaint
*** * *** *** *** *** ** *** USA
###-###-#### *** ***
###-###-#### Office*** ***
Email: ***
Service was started on 6/21/2013; back
washing has always been done in the same area specified by *** *** In addition the back wash hose when rolled out will only reach to the area shown in the picture included with this letter and marked in redThe equipment being backwashed is located in the area noted in pinkIn the *** maps photo you can clearly see a white spot where the gravel is stained with DE powder which turns white when it driesIt is not visible until dry
Current drainage location - Directly behind the gravel area over the wall to the *** is the streetThere is a drainage opening here and the slope of the yard is designed to drain in this directionThis makes this the safest most logical place for the backwash draining to occur
Possible alternate location- To the south of the gravel area you can see a drive way , this would be unsatisfactory to backwash here as it would leave the white residue in an area easily seen by general public and could present a slip hazard when wet
Possible alternate location- To the North of the gravel area is grass; it is highly inadvisable to backwash here due to the chemicals in the pool water which could kill the grass in addition to leaving the white residue where the family would be most likely to spend their outdoor time
There are two full sized SQFT DE filters, one for the pool and one for the spa, that must be back washed every weeks on schedule Each filter blows water out at gallons per minute through a 2" hoseThis must be repeated twice in the same area since there are two filters pounds of DE are serviced back into the filter and pounds are back washed out one time per monthTotal amount of water at one time is 300-gallons between both filtersThis amount of water and the pressure behind it unavoidably disturbs any loose leaves, dirt or gravel in that area and leaves the white residue when dry
The landscapers come 2-times per monthThey rake and smooth the gravel out in this area on every visitThey also will back fill (as needed) any landscape gravel that is displaced and blown around during back washing
We already are spending an exorbitant amount of time on site every week with time logs averaging over minutes per visit (the time spent on site should only be 20-minutes) and $per month
in pool chemicals which is included in the flat rate of the service plan
The home owners have been very unreasonable about expectations on the poolThe tile develops a calcium deposit sm line throughout every month, which we as a courtesy scrub with a wire brush and knock it down off the tileThis can be corrected by draining and filling the pool with fresh waterCost of water would be around $in water to refillKnocking calcium off tile is not part of any pool companies' service unless the cost for extra time is worked into the monthly service rate
Since we took over in June 2013, when it was degrees , we could not drain the pool and were waiting till this winter I advised *** multiple times about the need to drain the pool and the harmful effects on the pool interior of bad water I was told that they were selling the house and didn't want to spend any money on itThe cleaner for the pool is not working and cleaning well which causes more unanticipated time on site clearing up excessive debris that a properly functioning cleaner would take care ofI was also told no repairs are to be made on the cleaner
We did not make a profit on the service last summer , and in fact lost money during some months, due to increased labor hours and chemicals Iwanted to help this client out as they have had nothing but terrible service in the past and a green poolWe provided a clean clear algae free pool all last summer
Due to the amount of money lost and exorbitant time on site I thought it was very unreasonable to have to make another trip back out to landscape the gravel area where the back washing has always been done and where we were always told to backwashHaving no other choice in locations to backwash our hands were tiedI had hoped to regain some of those losses this winter (when pools normally use fewer chemicals) and set the pool back on track for this upcoming summer
I believe *** is under a great deal of pressure to manage this property and its maintenance costs to her husband's satisfactionLast year I had two men on site, in the water , work ing to remove the calcium buildup off the tile by hand because the homeowner's had become very upset that the calcium was building up so fast and we could do nothing to stop it, short of draining the poolThere was a towel lying on the ground and one of my techs accidentally stepped on it as he was walking byMr*** became so upset that he was yelling at *** She told me it was an expensive towel at a cost of $and I offered to replace it for herShe did not accept my offer .but it did diffuse the situation after an apology from me in person and an apology by my tech was not sufficient for Mr***
We have discontinued service with the ***'s effective March 16, and elected not to continue service with them I see nothing we could have done differently under the circumstances outlined above and feel that we have provided service above and beyond the industry standard in this area I wish them well with their next vendor

Revdex.com:I have reviewed the response made by the business in reference tocomplaint ID [redacted] and have determined that DB Pools' proposed action wouldnot resolve my complaint.  For your reference, details of the offer Ireviewed appear below.The company owner, Ryan W[redacted] is NOT being truthful. And in fact he ismisrepresenting not only the facts in this case, but the timeline as well. RyanW[redacted] states "the requ[redacted] that was made on 09/03/2015 by [redacted] She emailed and wanted to know if we could take a look at the pool atthe home she just sold."DB Pools is deceptive here as he completely OMITS the fact that his company andhis technicians at DB Pools, for the past nearly 3 YEARS, has been THE HIRED COMPANY SOLELY RESPONSIBLE for the service, cleaning, and maintenance for this exact pool at [redacted] home on [redacted] As a side note, it also happens this home was recently sold by[redacted] - but that fact (aside from a timing aspect) has nothing to do with the fact that the damage to this pool has been the direct result of DB PoolsNOT doing what they had been contracted to do for the past nearly 3 years with and forthis pool. In fact, DB Pools own website shows this maintenance and cleaning service theyprovide is - quote: "Regular, consistent maintenance performed by trainedprofessionals has been shown to be one of the most effective ways to preventthe costs of major repairs. Included in each of our Pool Service Plans is acomplete 23 point inspection that can help identify trouble spots early –greatly reducing their costs."Mr. Ryan W[redacted] writes to the Revdex.com: "Again, we did not do any plumbingrepairs to the equipment."This verbatim statement is somewhat true BUT IS NOT THE ENTIRE TRUTH. And Ryan W[redacted] KNOWS he is attempting to distract from the whole truth.The "Repairs" had to be performed by a different company - [redacted]he REASON DB Pools did NOT do any plumbing repairs to the equipmentin this instance was due to the fact that not only pool owner [redacted] but the soon-to-be new owners both had seen repeated evidence of being lied to somany times by DB Pools and had witnessed the previous lack of proper maintenanceto this pool by DB Pools - which resulted in the $778 repairs being necessary -neither party wanted DB Pools to come anywhere near this pool ever again. Andin contrast to what DB Pools claims on their website that their monthly serviceprovides - DB Pools NEVER recommended any minor repairs or "identified anytrouble spots early". DB Pools simply had their shad, incompetent,dishon[redacted] Pool Techs arrive once a week and throw more chemicals into what DBPools had caused to be an already-unstable pool-damaging situation!This fact was discussed with DB Pools Manager Cherie and with Owner Ryan W[redacted]on 09/03/15 - at which time Cherie of DB Pools stated she certainly understoodwhy the soon-to-be-new-owners of this pool did not want DB Pools to do anyfurther so-called "maintenance" to this pool  (due to DB Poolstechs having failed for many many weeks to do what DB Pools was contracted todo with regards to maintenance and cleaning of the pool).This fact can be proven by the copy of the written email on 8/26/15 we possessfrom Manager Cherie at DB Pools to [redacted] in which DB Pools admits- QUOTE: "Tamara, I am so sorry, for the trouble and you certainly do not have to pay those months as I have the photosfrom Bryant who came out to try and clean things up after the other two techsleft a mess. Thank you for providing our information to them [the soon-to-be-new pool owners] after the rocky twomonths we had with the tech turn over, it is so appreciated. Cherie"FACT: [redacted] and I both had been lodging complaints with Cherieand DB Pools for several weeks prior - dating as far back as June, about thehorrible condition of the pool and pool pump equipment not being cleaned andmaintained by DB Pools! That email is only just one that proves exactly that DBPools is and was fully aware there were ongoing serious problems with [redacted]pool "the other two techs left a mess" and "after the rocky twomonths we had with the tech turn over." !!![redacted] [my Wife] and I both have numerous photographs in steadysequence over these previous months showing the continual worsening conditionof the pool and pool pump equipment. We can provide these photos to the BetterBusiness Bureau (and Cherie at DB Pools is fully aware of this fact, as we senther those same pictures over the course of these months)! Again, this fact andthis evidence is more proof that Ryan W[redacted] is shamefully lying about thisentire situation.Incompetent Pool Techs for DB Pools were admitted to by Cherie at DB Pools inher emails, and we were told by DB Pools these Techs had eventually been firedfrom DB Pools (i.e. her reference in her email to "tech turn over").As follow-up to just that one email from Cherie at DB Pools, and there wereother communications from DB Pools about this ongoing problem with T[redacted] pool(both by phone and by email), on Friday 9/4/15 Cherie of DB Pools did in factspeak by telephone with me and my wife [redacted] It was during thatphone call that Cherie did in fact state "Of course we will cover the costof these repairs". Cherie of DB Pools was of course referring to the costof the Repair [redacted]imate the soon-to-be-new-pool-owners of this pool had receivedfrom a different company, Sharp Pool Creations for $778. DB Pool owner Ryan W[redacted], in his Revdex.com response, rambles on about a fact that thefilter in [redacted] pool was of the DE Type and not a sand or cartridge filter.THIS IS COMPLETELY IRRELEVANT information, and if Ryan W[redacted] of DB Pools wouldadmit that it has been HIS company for the past 3 years solely responsible forthe cleaning and maintenance on this filter system (whatever the type) itbecomes more clear that HIS Pool Techs SHOULD HAVE BEEN PERFORMING REGULARCLEANING AND MAINTENANCE ON THE FILTER. The fact is, DB Pool Techs DID NOTperform any regular maintenance and cleaning of this filter system on this pool(DE or Sand or otherwise). And IF THEY HAD DONE SO, THERE WOULD NOT HAVE BEENSUCH SERIOUS REPAIRS NEEDED BY AN OUTSIDE (Competent) POOL REPAIR COMPANY!!!It has been the sole responsibility of DB Pools, for the past nearly 3 years,to perform maintenance and make sugg[redacted]ions to the contracted Pool Owner aboutany necessary repairs. DB Pools did not do their job! And serious damage ensuedto this pool system. To add insult to injury, the shady Pool Techs at DB Poolswent so far as to tell [redacted] that the type of filter she had onthis pool only needed to be opened and inspected about every 5 years!My wife T[redacted]nd I are more than willing to sign any legal Sworn Affidavit,before any Officer of the Court or Small Claims Court Justice att[redacted]ing to whatCherie at DB Pools told us on 9/04/15 in this regard. Cherie of DB Pools onthat 9/4/15 phone call even went so far as to tell us "Thank you for beingso gracious about all of this mess.” And “Ah yes, Dante, the gift that justkeep on giving” [referring to the pool Tech fired by DB Pools who had damagedour pool and many others’ pools in the previous months).See attached email copy from 8/26/15 from Cherie at DB Pools apologizing inwriting and admitting serious problems due to their “tech turn over”. This isevidence for the Revdex.com and for Court.My Wife and I can & will also provide numerous color photographs of theworsening damaged condition of our pool and pool equipment after months of ourongoing complaints to DB Pools about our pool not being properlycleaned/maintained or properly serviced by their now-fired Pool Techs. Again,this was occurring during the previous months when DB Pools was being paid$115/Month by Tamara for alleged cleaning and maintenance to this pool.Mr. Ryan W[redacted] of DB Pools is absolutely lying and misleading/misrepresentingthe facts here to the Revdex.com in this case. Our emails and ourphotographs and the shear fact that these extensive repairs even had to be doneto our pool are ample evidence of the hon[redacted]y and veracity of OUR truthful andaccurate claims against Diamondback Pool Service & Repairs. If DB Pools hadbeen doing their job all along, these extensive repairs would not have evenbeen necessary! These color photographs will also be presented as evidence ofour truthfulness, and of the lies & deceit by DB Pools, in Small ClaimsCourt.We again ask that DB Pools should keep their promise ("to cover the costof these repairs") and reimburse us now for these $778 worth of necessaryrepairs to our pool - which we have already had to pay for out-of-pocket to[redacted]Thank you, Revdex.com.Respectfully,
[redacted]

This complaint has been precipitated by the request that wasmade on 09/03/2015 by [redacted] She emailed and wanted to know if wecould take a look at the pool at the home she just sold. She said the newowners were reporting that the recently repaired plumbing was leaking....

We reminded her, we did not do that repair, she had her homewarranty company handle it, but we would send Chuck out to take a look. Beforewe got out there, she emailed and said they were also reporting the warranty companywould not stand behind their repair, and the new owners warranty company wouldnot repair it because it was glued. Again, we did not do any plumbing repairs to the equipment.We received another email this time saying they would not repair the filtereither because the cartridges were too dirty. Then before we could answer wereceived another email saying it was blowing sand in the pool. We answered and let her know we would send Chuck out, butshe did not have a cartridge filter, nor a sand filter, but in fact she has aDE filter. Our tech went out and found it was blowing DE in the pool.We let her know the likely problem was the grids were torn and/or the manifold wascracked. This is normal over time. The next call came from her new husband [redacted] after hechastised me for a period we got down to brass tacks and we agreed to call atech in on Saturday (of the holiday weekend) to make the repairs for them. On Saturday morning, we received a call and text from [redacted]saying the new owners did not want us out there and that he wanted us to payfor another pool company to render repairs. My office manager said she wouldspeak with me the owner on my return.[redacted] then told S[redacted] my office manager wasgoing to call and pay him with a credit card. On Tuesday she and I discussed this and we let [redacted] know wewould not be paying, as we did not do the plumbing repair and the filter wasworking fine when we were caring for the pool and we have evidence that as itwas not blowing DE in the pool under our care. We spoke with the owner of [redacted] and let himknow we were not paying and as we spoke, he shared with us [redacted] kept trying toblame us the pool cleaning company because the pool was dirty a few weeks thatwe ruined his 15 year old plumbing and 8-10 year old DE filter would not neednew grids if we had done more. I have attached the entire chain of communication etc to illustrate;we tried to help at every turn.  Thisgentleman has filed this complaint, one with ROC and was plastering our socialmedia with slander for two days straight until we found a way to block him.We have contacted the ROC and trying to get them out comeout and look at the equipment as we have committed no wrong doing. If you have any questions, please do not hesitate to callus.

I have reviewed the response made by the business in reference tocomplaint ID [redacted] and have determined that DB Pools' proposed action wouldnot resolve my complaint.  For your reference, details of the offer Ireviewed appear below.The company owner, Ryan W[redacted] is NOT being truthful. And in fact he ismisrepresenting not only the facts in this case, but the timeline as well. RyanW[redacted] states "the requ[redacted] that was made on 09/03/2015 by [redacted] She emailed and wanted to know if we could take a look at the pool atthe home she just sold."DB Pools is deceptive here as he completely OMITS the fact that his company andhis technicians at DB Pools, for the past nearly 3 YEARS, has been THE HIRED COMPANY SOLELY RESPONSIBLE for the service, cleaning, and maintenance for this exact pool at [redacted] home on [redacted] As a side note, it also happens this home was recently sold by[redacted] - but that fact (aside from a timing aspect) has nothing to do with the fact that the damage to this pool has been the direct result of DB PoolsNOT doing what they had been contracted to do for the past nearly 3 years with and forthis pool. In fact, DB Pools own website shows this maintenance and cleaning service theyprovide is - quote: "Regular, consistent maintenance performed by trainedprofessionals has been shown to be one of the most effective ways to preventthe costs of major repairs. Included in each of our Pool Service Plans is acomplete 23 point inspection that can help identify trouble spots early –greatly reducing their costs."Mr. Ryan W[redacted] writes to the Revdex.com: "Again, we did not do any plumbingrepairs to the equipment."This verbatim statement is somewhat true BUT IS NOT THE ENTIRE TRUTH. And Ryan W[redacted] KNOWS he is attempting to distract from the whole truth.The "Repairs" had to be performed by a different company - [redacted]he REASON DB Pools did NOT do any plumbing repairs to the equipmentin this instance was due to the fact that not only pool owner [redacted] but the soon-to-be new owners both had seen repeated evidence of being lied to somany times by DB Pools and had witnessed the previous lack of proper maintenanceto this pool by DB Pools - which resulted in the $778 repairs being necessary -neither party wanted DB Pools to come anywhere near this pool ever again. Andin contrast to what DB Pools claims on their website that their monthly serviceprovides - DB Pools NEVER recommended any minor repairs or "identified anytrouble spots early". DB Pools simply had their shad, incompetent,dishon[redacted] Pool Techs arrive once a week and throw more chemicals into what DBPools had caused to be an already-unstable pool-damaging situation!This fact was discussed with DB Pools Manager Cherie and with Owner Ryan W[redacted]on 09/03/15 - at which time Cherie of DB Pools stated she certainly understoodwhy the soon-to-be-new-owners of this pool did not want DB Pools to do anyfurther so-called "maintenance" to this pool  (due to DB Poolstechs having failed for many many weeks to do what DB Pools was contracted todo with regards to maintenance and cleaning of the pool).This fact can be proven by the copy of the written email on 8/26/15 we possessfrom Manager Cherie at DB Pools to [redacted] in which DB Pools admits- QUOTE: "Tamara, I am so sorry, for the trouble and you certainly do not have to pay those months as I have the photosfrom Bryant who came out to try and clean things up after the other two techsleft a mess. Thank you for providing our information to them [the soon-to-be-new pool owners] after the rocky twomonths we had with the tech turn over, it is so appreciated. Cherie"FACT: [redacted] and I both had been lodging complaints with Cherieand DB Pools for several weeks prior - dating as far back as June, about thehorrible condition of the pool and pool pump equipment not being cleaned andmaintained by DB Pools! That email is only just one that proves exactly that DBPools is and was fully aware there were ongoing serious problems with [redacted]pool "the other two techs left a mess" and "after the rocky twomonths we had with the tech turn over." !!![redacted] [my Wife] and I both have numerous photographs in steadysequence over these previous months showing the continual worsening conditionof the pool and pool pump equipment. We can provide these photos to the BetterBusiness Bureau (and Cherie at DB Pools is fully aware of this fact, as we senther those same pictures over the course of these months)! Again, this fact andthis evidence is more proof that Ryan W[redacted] is shamefully lying about thisentire situation.Incompetent Pool Techs for DB Pools were admitted to by Cherie at DB Pools inher emails, and we were told by DB Pools these Techs had eventually been firedfrom DB Pools (i.e. her reference in her email to "tech turn over").As follow-up to just that one email from Cherie at DB Pools, and there wereother communications from DB Pools about this ongoing problem with T[redacted] pool(both by phone and by email), on Friday 9/4/15 Cherie of DB Pools did in factspeak by telephone with me and my wife [redacted] It was during thatphone call that Cherie did in fact state "Of course we will cover the costof these repairs". Cherie of DB Pools was of course referring to the costof the Repair [redacted]imate the soon-to-be-new-pool-owners of this pool had receivedfrom a different company, Sharp Pool Creations for $778. DB Pool owner Ryan W[redacted], in his Revdex.com response, rambles on about a fact that thefilter in [redacted] pool was of the DE Type and not a sand or cartridge filter.THIS IS COMPLETELY IRRELEVANT information, and if Ryan W[redacted] of DB Pools wouldadmit that it has been HIS company for the past 3 years solely responsible forthe cleaning and maintenance on this filter system (whatever the type) itbecomes more clear that HIS Pool Techs SHOULD HAVE BEEN PERFORMING REGULARCLEANING AND MAINTENANCE ON THE FILTER. The fact is, DB Pool Techs DID NOTperform any regular maintenance and cleaning of this filter system on this pool(DE or Sand or otherwise). And IF THEY HAD DONE SO, THERE WOULD NOT HAVE BEENSUCH SERIOUS REPAIRS NEEDED BY AN OUTSIDE (Competent) POOL REPAIR COMPANY!!!It has been the sole responsibility of DB Pools, for the past nearly 3 years,to perform maintenance and make sugg[redacted]ions to the contracted Pool Owner aboutany necessary repairs. DB Pools did not do their job! And serious damage ensuedto this pool system. To add insult to injury, the shady Pool Techs at DB Poolswent so far as to tell [redacted] that the type of filter she had onthis pool only needed to be opened and inspected about every 5 years!My wife T[redacted]nd I are more than willing to sign any legal Sworn Affidavit,before any Officer of the Court or Small Claims Court Justice att[redacted]ing to whatCherie at DB Pools told us on 9/04/15 in this regard. Cherie of DB Pools onthat 9/4/15 phone call even went so far as to tell us "Thank you for beingso gracious about all of this mess.” And “Ah yes, Dante, the gift that justkeep on giving” [referring to the pool Tech fired by DB Pools who had damagedour pool and many others’ pools in the previous months).See attached email copy from 8/26/15 from Cherie at DB Pools apologizing inwriting and admitting serious problems due to their “tech turn over”. This isevidence for the Revdex.com and for Court.My Wife and I can & will also provide numerous color photographs of theworsening damaged condition of our pool and pool equipment after months of ourongoing complaints to DB Pools about our pool not being properlycleaned/maintained or properly serviced by their now-fired Pool Techs. Again,this was occurring during the previous months when DB Pools was being paid$115/Month by Tamara for alleged cleaning and maintenance to this pool.Mr. Ryan W[redacted] of DB Pools is absolutely lying and misleading/misrepresentingthe facts here to the Revdex.com in this case. Our emails and ourphotographs and the shear fact that these extensive repairs even had to be doneto our pool are ample evidence of the hon[redacted]y and veracity of OUR truthful andaccurate claims against Diamondback Pool Service & Repairs. If DB Pools hadbeen doing their job all along, these extensive repairs would not have evenbeen necessary! These color photographs will also be presented as evidence ofour truthfulness, and of the lies & deceit by DB Pools, in Small ClaimsCourt.We again ask that DB Pools should keep their promise ("to cover the costof these repairs") and reimburse us now for these $778 worth of necessaryrepairs to our pool - which we have already had to pay for out-of-pocket to[redacted]Thank you, Revdex.com.Respectfully,

RE:  [redacted] Complaint

 [redacted] USA

###-###-#### [redacted]

###-###-#### Office[redacted]

Email:  [redacted]

 

Service was started on 6/21/2013; back...

washing has always been done in the same area specified by [redacted] . In addition the back wash hose when rolled out will only reach to the area shown in the picture included with this letter and marked in red. The equipment being backwashed is located in the area noted in pink. In the [redacted] maps photo you can clearly see a white spot where the gravel is stained with DE powder which turns white when it dries. It is not visible until dry.

Current drainage location - Directly behind the gravel area over the wall to the [redacted] is the street. There is a drainage opening here and the slope of the yard is designed to drain in this direction. This makes this the safest most logical place for the backwash draining to occur.

Possible alternate location- To the south of the gravel area you can see a drive way , this would be unsatisfactory to backwash here as it would leave the white residue in an area easily seen by general public and could present a slip hazard when wet.

Possible alternate location- To the North of the gravel area is grass; it is highly inadvisable to backwash here due to the chemicals in the pool water which could kill the grass in addition to leaving the white residue where the family would be most likely to spend their outdoor time.

There are two full sized 60 SQFT DE filters, one for the pool and one for the spa, that must be back washed every 4 weeks on schedule . Each filter blows water out at 180 gallons per minute through a 2" hose. This must be repeated twice in the same area since there are two filters . 12 pounds of DE are serviced back into the filter and 12 pounds are back washed out one time per month. Total amount of water at one time is 300-400 gallons between both filters. This amount of water and the pressure behind it unavoidably disturbs any loose leaves, dirt or gravel in that area and leaves the white residue when dry.

The landscapers come 2-4 times per month. They rake and smooth the gravel out in this area on every visit. They also will back fill (as needed) any landscape gravel that is displaced and blown around during back washing.

We already are spending an exorbitant amount of time on site every week with time logs averaging over 70.36 minutes per visit (the normal time spent on site should only be 20-40 minutes) and $50 per month

in pool chemicals which is included in the flat rate of the service plan.

The home owners have been very unreasonable about expectations on the pool. The tile develops a calcium deposit sm line throughout every month, which we as a courtesy scrub with a wire brush and knock it down off the tile. This can be corrected by draining and filling the pool with fresh water. Cost of water would be around $150 in water to refill. Knocking calcium off tile is not part of any pool companies' normal service  unless the  cost for  extra  time  is worked  into the  monthly  service  rate.

 

Since we took over in June 2013, when it was 105 degrees , we could not drain the pool and were waiting till this winter.  I advised [redacted] multiple times about the need to drain the pool and the harmful effects on the pool interior of bad water . I was told that they were selling the house and didn't want to spend any money on it. The cleaner for the pool is not working and cleaning well which causes more unanticipated time on site clearing up excessive debris that a properly functioning cleaner would take care of. I was also told no repairs are to be made on the cleaner .

We did not make a profit on the service last summer , and in fact lost money during some months, due to increased labor hours and chemicals . Iwanted to help this client out as they have had nothing but terrible service in the past and a green pool. We provided a clean clear algae free pool all last summer.

Due to the amount of money lost and exorbitant time on site I thought it was very unreasonable to have to make another trip back out to landscape the gravel area where the back washing has always been done and where we were always told to backwash. Having no other choice in locations to backwash our hands were tied. I had hoped to regain some of those losses this winter (when pools normally use fewer chemicals) and set the pool back on track for this upcoming summer.

I believe [redacted] is under a great deal of pressure to manage this property and its maintenance costs to her husband's satisfaction. Last year I had two men on site, in the water , work ing to remove the calcium buildup off the tile by hand because the homeowner's had become very upset that the calcium was building up so fast and we could do nothing to stop it, short of draining the pool. There was a towel lying on the ground and one of my techs accidentally stepped on it as he was walking by. Mr. [redacted] became so upset that he was yelling at [redacted] . She told me it was an expensive towel at a cost of $100 and I offered to replace it for her. She did not accept my offer .but it did diffuse the situation after an apology from me in person and an apology by my tech was not sufficient for Mr. [redacted] .

We have discontinued service with the [redacted]'s effective March 16, 2014 and elected not to continue service with them . I see nothing we could have done differently under the circumstances outlined above and feel that we have provided service above and beyond the industry standard in this area . I wish them well with their next vendor .

I have reviewed the response made by the business in reference tocomplaint ID [redacted] and have determined that DB Pools' proposed action wouldnot resolve my complaint.  For your reference, details of the offer Ireviewed appear below.The company owner, Ryan W[redacted] is NOT being truthful. And in fact he ismisrepresenting not only the facts in this case, but the timeline as well. RyanW[redacted] states "the requ[redacted] that was made on 09/03/2015 by [redacted] She emailed and wanted to know if we could take a look at the pool atthe home she just sold."DB Pools is deceptive here as he completely OMITS the fact that his company andhis technicians at DB Pools, for the past nearly 3 YEARS, has been THE HIRED COMPANY SOLELY RESPONSIBLE for the service, cleaning, and maintenance for this exact pool at [redacted] home on [redacted] As a side note, it also happens this home was recently sold by[redacted] - but that fact (aside from a timing aspect) has nothing to do with the fact that the damage to this pool has been the direct result of DB PoolsNOT doing what they had been contracted to do for the past nearly 3 years with and forthis pool. In fact, DB Pools own website shows this maintenance and cleaning service theyprovide is - quote: "Regular, consistent maintenance performed by trainedprofessionals has been shown to be one of the most effective ways to preventthe costs of major repairs. Included in each of our Pool Service Plans is acomplete 23 point inspection that can help identify trouble spots early –greatly reducing their costs."Mr. Ryan W[redacted] writes to the Revdex.com: "Again, we did not do any plumbingrepairs to the equipment."This verbatim statement is somewhat true BUT IS NOT THE ENTIRE TRUTH. And Ryan W[redacted] KNOWS he is attempting to distract from the whole truth.The "Repairs" had to be performed by a different company - [redacted]he REASON DB Pools did NOT do any plumbing repairs to the equipmentin this instance was due to the fact that not only pool owner [redacted] but the soon-to-be new owners both had seen repeated evidence of being lied to somany times by DB Pools and had witnessed the previous lack of proper maintenanceto this pool by DB Pools - which resulted in the $778 repairs being necessary -neither party wanted DB Pools to come anywhere near this pool ever again. Andin contrast to what DB Pools claims on their website that their monthly serviceprovides - DB Pools NEVER recommended any minor repairs or "identified anytrouble spots early". DB Pools simply had their shad, incompetent,dishon[redacted] Pool Techs arrive once a week and throw more chemicals into what DBPools had caused to be an already-unstable pool-damaging situation!This fact was discussed with DB Pools Manager Cherie and with Owner Ryan W[redacted]on 09/03/15 - at which time Cherie of DB Pools stated she certainly understoodwhy the soon-to-be-new-owners of this pool did not want DB Pools to do anyfurther so-called "maintenance" to this pool  (due to DB Poolstechs having failed for many many weeks to do what DB Pools was contracted todo with regards to maintenance and cleaning of the pool).This fact can be proven by the copy of the written email on 8/26/15 we possessfrom Manager Cherie at DB Pools to [redacted] in which DB Pools admits- QUOTE: "Tamara, I am so sorry, for the trouble and you certainly do not have to pay those months as I have the photosfrom Bryant who came out to try and clean things up after the other two techsleft a mess. Thank you for providing our information to them [the soon-to-be-new pool owners] after the rocky twomonths we had with the tech turn over, it is so appreciated. Cherie"FACT: [redacted] and I both had been lodging complaints with Cherieand DB Pools for several weeks prior - dating as far back as June, about thehorrible condition of the pool and pool pump equipment not being cleaned andmaintained by DB Pools! That email is only just one that proves exactly that DBPools is and was fully aware there were ongoing serious problems with [redacted]pool "the other two techs left a mess" and "after the rocky twomonths we had with the tech turn over." !!![redacted] [my Wife] and I both have numerous photographs in steadysequence over these previous months showing the continual worsening conditionof the pool and pool pump equipment. We can provide these photos to the BetterBusiness Bureau (and Cherie at DB Pools is fully aware of this fact, as we senther those same pictures over the course of these months)! Again, this fact andthis evidence is more proof that Ryan W[redacted] is shamefully lying about thisentire situation.Incompetent Pool Techs for DB Pools were admitted to by Cherie at DB Pools inher emails, and we were told by DB Pools these Techs had eventually been firedfrom DB Pools (i.e. her reference in her email to "tech turn over").As follow-up to just that one email from Cherie at DB Pools, and there wereother communications from DB Pools about this ongoing problem with T[redacted] pool(both by phone and by email), on Friday 9/4/15 Cherie of DB Pools did in factspeak by telephone with me and my wife [redacted] It was during thatphone call that Cherie did in fact state "Of course we will cover the costof these repairs". Cherie of DB Pools was of course referring to the costof the Repair [redacted]imate the soon-to-be-new-pool-owners of this pool had receivedfrom a different company, Sharp Pool Creations for $778. DB Pool owner Ryan W[redacted], in his Revdex.com response, rambles on about a fact that thefilter in [redacted] pool was of the DE Type and not a sand or cartridge filter.THIS IS COMPLETELY IRRELEVANT information, and if Ryan W[redacted] of DB Pools wouldadmit that it has been HIS company for the past 3 years solely responsible forthe cleaning and maintenance on this filter system (whatever the type) itbecomes more clear that HIS Pool Techs SHOULD HAVE BEEN PERFORMING REGULARCLEANING AND MAINTENANCE ON THE FILTER. The fact is, DB Pool Techs DID NOTperform any regular maintenance and cleaning of this filter system on this pool(DE or Sand or otherwise). And IF THEY HAD DONE SO, THERE WOULD NOT HAVE BEENSUCH SERIOUS REPAIRS NEEDED BY AN OUTSIDE (Competent) POOL REPAIR COMPANY!!!It has been the sole responsibility of DB Pools, for the past nearly 3 years,to perform maintenance and make sugg[redacted]ions to the contracted Pool Owner aboutany necessary repairs. DB Pools did not do their job! And serious damage ensuedto this pool system. To add insult to injury, the shady Pool Techs at DB Poolswent so far as to tell [redacted] that the type of filter she had onthis pool only needed to be opened and inspected about every 5 years!My wife T[redacted]nd I are more than willing to sign any legal Sworn Affidavit,before any Officer of the Court or Small Claims Court Justice att[redacted]ing to whatCherie at DB Pools told us on 9/04/15 in this regard. Cherie of DB Pools onthat 9/4/15 phone call even went so far as to tell us "Thank you for beingso gracious about all of this mess.” And “Ah yes, Dante, the gift that justkeep on giving” [referring to the pool Tech fired by DB Pools who had damagedour pool and many others’ pools in the previous months).See attached email copy from 8/26/15 from Cherie at DB Pools apologizing inwriting and admitting serious problems due to their “tech turn over”. This isevidence for the Revdex.com and for Court.My Wife and I can & will also provide numerous color photographs of theworsening damaged condition of our pool and pool equipment after months of ourongoing complaints to DB Pools about our pool not being properlycleaned/maintained or properly serviced by their now-fired Pool Techs. Again,this was occurring during the previous months when DB Pools was being paid$115/Month by Tamara for alleged cleaning and maintenance to this pool.Mr. Ryan W[redacted] of DB Pools is absolutely lying and misleading/misrepresentingthe facts here to the Revdex.com in this case. Our emails and ourphotographs and the shear fact that these extensive repairs even had to be doneto our pool are ample evidence of the hon[redacted]y and veracity of OUR truthful andaccurate claims against Diamondback Pool Service & Repairs. If DB Pools hadbeen doing their job all along, these extensive repairs would not have evenbeen necessary! These color photographs will also be presented as evidence ofour truthfulness, and of the lies & deceit by DB Pools, in Small ClaimsCourt.We again ask that DB Pools should keep their promise ("to cover the costof these repairs") and reimburse us now for these $778 worth of necessaryrepairs to our pool - which we have already had to pay for out-of-pocket to[redacted]Thank you, Revdex.com.Respectfully,

This complaint has been precipitated by the request that wasmade on 09/03/2015 by [redacted] She emailed and wanted to know if wecould take a look at the pool at the home she just sold. She said the newowners were reporting that the recently repaired plumbing was leaking....

We reminded her, we did not do that repair, she had her homewarranty company handle it, but we would send Chuck out to take a look. Beforewe got out there, she emailed and said they were also reporting the warranty companywould not stand behind their repair, and the new owners warranty company wouldnot repair it because it was glued. Again, we did not do any plumbing repairs to the equipment.We received another email this time saying they would not repair the filtereither because the cartridges were too dirty. Then before we could answer wereceived another email saying it was blowing sand in the pool. We answered and let her know we would send Chuck out, butshe did not have a cartridge filter, nor a sand filter, but in fact she has aDE filter. Our tech went out and found it was blowing DE in the pool.We let her know the likely problem was the grids were torn and/or the manifold wascracked. This is normal over time. The next call came from her new husband [redacted] after hechastised me for a period we got down to brass tacks and we agreed to call atech in on Saturday (of the holiday weekend) to make the repairs for them. On Saturday morning, we received a call and text from [redacted]saying the new owners did not want us out there and that he wanted us to payfor another pool company to render repairs. My office manager said she wouldspeak with me the owner on my return.[redacted] then told S[redacted] my office manager wasgoing to call and pay him with a credit card. On Tuesday she and I discussed this and we let [redacted] know wewould not be paying, as we did not do the plumbing repair and the filter wasworking fine when we were caring for the pool and we have evidence that as itwas not blowing DE in the pool under our care. We spoke with the owner of [redacted] and let himknow we were not paying and as we spoke, he shared with us [redacted] kept trying toblame us the pool cleaning company because the pool was dirty a few weeks thatwe ruined his 15 year old plumbing and 8-10 year old DE filter would not neednew grids if we had done more. I have attached the entire chain of communication etc to illustrate;we tried to help at every turn.  Thisgentleman has filed this complaint, one with ROC and was plastering our socialmedia with slander for two days straight until we found a way to block him.We have contacted the ROC and trying to get them out comeout and look at the equipment as we have committed no wrong doing. If you have any questions, please do not hesitate to callus.

Review: DB Pools has been contracted by my Wife, [redacted] for past few years to conduct weekly maintenance, cleaning and to recommend necessary repairs to our pool and pool plumbing system, at a fee of approximately $115 per month. Over the past several months, during the months our home was on the market For Sale, we noticed and complained multiple times to DB Pools that it was obvious their field employee was not doing what we hired them to do regarding taking care of or cleaning/maintaining our pool. DB Pools finally admitted they had to fire an incompetent, dishonest employee (Dante M[redacted] for not doing his job and also damaging pools - who happened to be the same employee who was supposed to be maintaining & cleaning our large pool. DB Pools sent email saying we would not be held to pay for the months of service ($115/month) that they (their employee) had not done his job. Ultimately, the ongoing long-term lack of fulfilling their contracted work & lack of maintenance on our pool resulted in our having to hire a reputable outside Pool Repair company to fix the problems caused by DB Pools lack of attention. Speaking with DB Pools about this, DB Pools promised they "would cover the costs of these repairs". Once the repairs were completed, DB Pools went back on their word and decided they were NOT going to reimburse us for these necessary repairs. This cost my wife and I over $778 dollars in repairs. Diamondback Pools does not care, and after-the-fact told LIES to 2 other parties (including the outside company who completed the repairs) that they "never said we would pay for the repairs"! DB Pools owes us $778 dollars and a major apology. They are a shady company who hires incompetent pool techs and are dishonest with their customers!!!Desired Settlement: DB Pools owes us the $778 dollars they promised to pay for the repairs to our pool which were necessary due to long-term lack of proper maintenance and cleaning by DB Pools - for which DB Pools was paid $115/month to perform, but did not do! Having an incompetent employee arrive and simply pour more and more chemicals into our already-unbalanced pool water does not qualify as maintenance nor as cleaning!!!

Business

Response:

This complaint has been precipitated by the request that wasmade on 09/03/2015 by [redacted] She emailed and wanted to know if wecould take a look at the pool at the home she just sold. She said the newowners were reporting that the recently repaired plumbing was leaking. We reminded her, we did not do that repair, she had her homewarranty company handle it, but we would send Chuck out to take a look. Beforewe got out there, she emailed and said they were also reporting the warranty companywould not stand behind their repair, and the new owners warranty company wouldnot repair it because it was glued. Again, we did not do any plumbing repairs to the equipment.We received another email this time saying they would not repair the filtereither because the cartridges were too dirty. Then before we could answer wereceived another email saying it was blowing sand in the pool. We answered and let her know we would send Chuck out, butshe did not have a cartridge filter, nor a sand filter, but in fact she has aDE filter. Our tech went out and found it was blowing DE in the pool.We let her know the likely problem was the grids were torn and/or the manifold wascracked. This is normal over time. The next call came from her new husband [redacted] after hechastised me for a period we got down to brass tacks and we agreed to call atech in on Saturday (of the holiday weekend) to make the repairs for them. On Saturday morning, we received a call and text from [redacted]saying the new owners did not want us out there and that he wanted us to payfor another pool company to render repairs. My office manager said she wouldspeak with me the owner on my return.[redacted] then told S[redacted] my office manager wasgoing to call and pay him with a credit card. On Tuesday she and I discussed this and we let [redacted] know wewould not be paying, as we did not do the plumbing repair and the filter wasworking fine when we were caring for the pool and we have evidence that as itwas not blowing DE in the pool under our care. We spoke with the owner of [redacted] and let himknow we were not paying and as we spoke, he shared with us [redacted] kept trying toblame us the pool cleaning company because the pool was dirty a few weeks thatwe ruined his 15 year old plumbing and 8-10 year old DE filter would not neednew grids if we had done more. I have attached the entire chain of communication etc to illustrate;we tried to help at every turn. Thisgentleman has filed this complaint, one with ROC and was plastering our socialmedia with slander for two days straight until we found a way to block him.We have contacted the ROC and trying to get them out comeout and look at the equipment as we have committed no wrong doing. If you have any questions, please do not hesitate to callus.

Consumer

Response:

I have reviewed the response made by the business in reference tocomplaint ID [redacted] and have determined that DB Pools' proposed action wouldnot resolve my complaint. For your reference, details of the offer Ireviewed appear below.The company owner, Ryan W[redacted] is NOT being truthful. And in fact he ismisrepresenting not only the facts in this case, but the timeline as well. RyanW[redacted] states "the requ[redacted] that was made on 09/03/2015 by [redacted] She emailed and wanted to know if we could take a look at the pool atthe home she just sold."DB Pools is deceptive here as he completely OMITS the fact that his company andhis technicians at DB Pools, for the past nearly 3 YEARS, has been THE HIRED COMPANY SOLELY RESPONSIBLE for the service, cleaning, and maintenance for this exact pool at [redacted] home on [redacted] As a side note, it also happens this home was recently sold by[redacted] - but that fact (aside from a timing aspect) has nothing to do with the fact that the damage to this pool has been the direct result of DB PoolsNOT doing what they had been contracted to do for the past nearly 3 years with and forthis pool. In fact, DB Pools own website shows this maintenance and cleaning service theyprovide is - quote: "Regular, consistent maintenance performed by trainedprofessionals has been shown to be one of the most effective ways to preventthe costs of major repairs. Included in each of our Pool Service Plans is acomplete 23 point inspection that can help identify trouble spots early –greatly reducing their costs."Mr. Ryan W[redacted] writes to the Revdex.com: "Again, we did not do any plumbingrepairs to the equipment."This verbatim statement is somewhat true BUT IS NOT THE ENTIRE TRUTH. And Ryan W[redacted] KNOWS he is attempting to distract from the whole truth.The "Repairs" had to be performed by a different company - [redacted]he REASON DB Pools did NOT do any plumbing repairs to the equipmentin this instance was due to the fact that not only pool owner [redacted] but the soon-to-be new owners both had seen repeated evidence of being lied to somany times by DB Pools and had witnessed the previous lack of proper maintenanceto this pool by DB Pools - which resulted in the $778 repairs being necessary -neither party wanted DB Pools to come anywhere near this pool ever again. Andin contrast to what DB Pools claims on their website that their monthly serviceprovides - DB Pools NEVER recommended any minor repairs or "identified anytrouble spots early". DB Pools simply had their shad, incompetent,dishon[redacted] Pool Techs arrive once a week and throw more chemicals into what DBPools had caused to be an already-unstable pool-damaging situation!This fact was discussed with DB Pools Manager Cherie and with Owner Ryan W[redacted]on 09/03/15 - at which time Cherie of DB Pools stated she certainly understoodwhy the soon-to-be-new-owners of this pool did not want DB Pools to do anyfurther so-called "maintenance" to this pool (due to DB Poolstechs having failed for many many weeks to do what DB Pools was contracted todo with regards to maintenance and cleaning of the pool).This fact can be proven by the copy of the written email on 8/26/15 we possessfrom Manager Cherie at DB Pools to [redacted] in which DB Pools admits- QUOTE: "Tamara, I am so sorry, for the trouble and you certainly do not have to pay those months as I have the photosfrom Bryant who came out to try and clean things up after the other two techsleft a mess. Thank you for providing our information to them [the soon-to-be-new pool owners] after the rocky twomonths we had with the tech turn over, it is so appreciated. Cherie"FACT: [redacted] and I both had been lodging complaints with Cherieand DB Pools for several weeks prior - dating as far back as June, about thehorrible condition of the pool and pool pump equipment not being cleaned andmaintained by DB Pools! That email is only just one that proves exactly that DBPools is and was fully aware there were ongoing serious problems with [redacted]pool "the other two techs left a mess" and "after the rocky twomonths we had with the tech turn over." !!![redacted] [my Wife] and I both have numerous photographs in steadysequence over these previous months showing the continual worsening conditionof the pool and pool pump equipment. We can provide these photos to the BetterBusiness Bureau (and Cherie at DB Pools is fully aware of this fact, as we senther those same pictures over the course of these months)! Again, this fact andthis evidence is more proof that Ryan W[redacted] is shamefully lying about thisentire situation.Incompetent Pool Techs for DB Pools were admitted to by Cherie at DB Pools inher emails, and we were told by DB Pools these Techs had eventually been firedfrom DB Pools (i.e. her reference in her email to "tech turn over").As follow-up to just that one email from Cherie at DB Pools, and there wereother communications from DB Pools about this ongoing problem with T[redacted] pool(both by phone and by email), on Friday 9/4/15 Cherie of DB Pools did in factspeak by telephone with me and my wife [redacted] It was during thatphone call that Cherie did in fact state "Of course we will cover the costof these repairs". Cherie of DB Pools was of course referring to the costof the Repair [redacted]imate the soon-to-be-new-pool-owners of this pool had receivedfrom a different company, Sharp Pool Creations for $778. DB Pool owner Ryan W[redacted], in his Revdex.com response, rambles on about a fact that thefilter in [redacted] pool was of the DE Type and not a sand or cartridge filter.THIS IS COMPLETELY IRRELEVANT information, and if Ryan W[redacted] of DB Pools wouldadmit that it has been HIS company for the past 3 years solely responsible forthe cleaning and maintenance on this filter system (whatever the type) itbecomes more clear that HIS Pool Techs SHOULD HAVE BEEN PERFORMING REGULARCLEANING AND MAINTENANCE ON THE FILTER. The fact is, DB Pool Techs DID NOTperform any regular maintenance and cleaning of this filter system on this pool(DE or Sand or otherwise). And IF THEY HAD DONE SO, THERE WOULD NOT HAVE BEENSUCH SERIOUS REPAIRS NEEDED BY AN OUTSIDE (Competent) POOL REPAIR COMPANY!!!It has been the sole responsibility of DB Pools, for the past nearly 3 years,to perform maintenance and make sugg[redacted]ions to the contracted Pool Owner aboutany necessary repairs. DB Pools did not do their job! And serious damage ensuedto this pool system. To add insult to injury, the shady Pool Techs at DB Poolswent so far as to tell [redacted] that the type of filter she had onthis pool only needed to be opened and inspected about every 5 years!My wife T[redacted]nd I are more than willing to sign any legal Sworn Affidavit,before any Officer of the Court or Small Claims Court Justice att[redacted]ing to whatCherie at DB Pools told us on 9/04/15 in this regard. Cherie of DB Pools onthat 9/4/15 phone call even went so far as to tell us "Thank you for beingso gracious about all of this mess.” And “Ah yes, Dante, the gift that justkeep on giving” [referring to the pool Tech fired by DB Pools who had damagedour pool and many others’ pools in the previous months).See attached email copy from 8/26/15 from Cherie at DB Pools apologizing inwriting and admitting serious problems due to their “tech turn over”. This isevidence for the Revdex.com and for Court.My Wife and I can & will also provide numerous color photographs of theworsening damaged condition of our pool and pool equipment after months of ourongoing complaints to DB Pools about our pool not being properlycleaned/maintained or properly serviced by their now-fired Pool Techs. Again,this was occurring during the previous months when DB Pools was being paid$115/Month by Tamara for alleged cleaning and maintenance to this pool.Mr. Ryan W[redacted] of DB Pools is absolutely lying and misleading/misrepresentingthe facts here to the Revdex.com in this case. Our emails and ourphotographs and the shear fact that these extensive repairs even had to be doneto our pool are ample evidence of the hon[redacted]y and veracity of OUR truthful andaccurate claims against Diamondback Pool Service & Repairs. If DB Pools hadbeen doing their job all along, these extensive repairs would not have evenbeen necessary! These color photographs will also be presented as evidence ofour truthfulness, and of the lies & deceit by DB Pools, in Small ClaimsCourt.We again ask that DB Pools should keep their promise ("to cover the costof these repairs") and reimburse us now for these $778 worth of necessaryrepairs to our pool - which we have already had to pay for out-of-pocket to[redacted]Thank you, Revdex.com.Respectfully,

Review: The pool technician came to do weekly maintenance on the pool on Friday, March 14. My husband discovered a mess of dusty residue in a rocky area in the backyard and outside of the backyard gate and areas where holes have been formed in our rocks. I contacted [redacted], the owner, to see if additional services besides vacuuming and skimming the pool have been performed. He told me that routine back washing of two filters were done in the same area as always. I sent him pictures of the damaged areas and asked that someone come clean up the mess. He responded by saying that he thinks its time we part ways and good luck this summer.Desired Settlement: I would like a credit on our bill to cover the cost to have someone come and clean up the mess made by the pool technician from Diamondback Pool Service.

Business

Response:

RE: [redacted] Complaint

[redacted] USA

###-###-#### [redacted]

###-###-#### Office[redacted]

Email: [redacted]

Service was started on 6/21/2013; back washing has always been done in the same area specified by [redacted] . In addition the back wash hose when rolled out will only reach to the area shown in the picture included with this letter and marked in red. The equipment being backwashed is located in the area noted in pink. In the [redacted] maps photo you can clearly see a white spot where the gravel is stained with DE powder which turns white when it dries. It is not visible until dry.

Current drainage location - Directly behind the gravel area over the wall to the [redacted] is the street. There is a drainage opening here and the slope of the yard is designed to drain in this direction. This makes this the safest most logical place for the backwash draining to occur.

Possible alternate location- To the south of the gravel area you can see a drive way , this would be unsatisfactory to backwash here as it would leave the white residue in an area easily seen by general public and could present a slip hazard when wet.

Possible alternate location- To the North of the gravel area is grass; it is highly inadvisable to backwash here due to the chemicals in the pool water which could kill the grass in addition to leaving the white residue where the family would be most likely to spend their outdoor time.

There are two full sized 60 SQFT DE filters, one for the pool and one for the spa, that must be back washed every 4 weeks on schedule . Each filter blows water out at 180 gallons per minute through a 2" hose. This must be repeated twice in the same area since there are two filters . 12 pounds of DE are serviced back into the filter and 12 pounds are back washed out one time per month. Total amount of water at one time is 300-400 gallons between both filters. This amount of water and the pressure behind it unavoidably disturbs any loose leaves, dirt or gravel in that area and leaves the white residue when dry.

The landscapers come 2-4 times per month. They rake and smooth the gravel out in this area on every visit. They also will back fill (as needed) any landscape gravel that is displaced and blown around during back washing.

We already are spending an exorbitant amount of time on site every week with time logs averaging over 70.36 minutes per visit (the normal time spent on site should only be 20-40 minutes) and $50 per month

in pool chemicals which is included in the flat rate of the service plan.

The home owners have been very unreasonable about expectations on the pool. The tile develops a calcium deposit sm line throughout every month, which we as a courtesy scrub with a wire brush and knock it down off the tile. This can be corrected by draining and filling the pool with fresh water. Cost of water would be around $150 in water to refill. Knocking calcium off tile is not part of any pool companies' normal service unless the cost for extra time is worked into the monthly service rate.

Since we took over in June 2013, when it was 105 degrees , we could not drain the pool and were waiting till this winter. I advised [redacted] multiple times about the need to drain the pool and the harmful effects on the pool interior of bad water . I was told that they were selling the house and didn't want to spend any money on it. The cleaner for the pool is not working and cleaning well which causes more unanticipated time on site clearing up excessive debris that a properly functioning cleaner would take care of. I was also told no repairs are to be made on the cleaner .

We did not make a profit on the service last summer , and in fact lost money during some months, due to increased labor hours and chemicals . Iwanted to help this client out as they have had nothing but terrible service in the past and a green pool. We provided a clean clear algae free pool all last summer.

Due to the amount of money lost and exorbitant time on site I thought it was very unreasonable to have to make another trip back out to landscape the gravel area where the back washing has always been done and where we were always told to backwash. Having no other choice in locations to backwash our hands were tied. I had hoped to regain some of those losses this winter (when pools normally use fewer chemicals) and set the pool back on track for this upcoming summer.

I believe [redacted] is under a great deal of pressure to manage this property and its maintenance costs to her husband's satisfaction. Last year I had two men on site, in the water , work ing to remove the calcium buildup off the tile by hand because the homeowner's had become very upset that the calcium was building up so fast and we could do nothing to stop it, short of draining the pool. There was a towel lying on the ground and one of my techs accidentally stepped on it as he was walking by. Mr. [redacted] became so upset that he was yelling at [redacted] . She told me it was an expensive towel at a cost of $100 and I offered to replace it for her. She did not accept my offer .but it did diffuse the situation after an apology from me in person and an apology by my tech was not sufficient for Mr. [redacted] .

We have discontinued service with the [redacted]'s effective March 16, 2014 and elected not to continue service with them . I see nothing we could have done differently under the circumstances outlined above and feel that we have provided service above and beyond the industry standard in this area . I wish them well with their next vendor .