To Whom It May Concern Revdex.com; We are responding to a claim that was made by a customer of ours, in regards to not putting in "start-up" chemicals, nor repairing his broken pool light, as well as his "pool" basket being broken. We would like to begin by saying we do everything in our power to
be as thorough as possible with our clients at the time of the bid and prior to acceptance of the contract, when it comes to what is covered and not covered, this includes what services we may or may not provideWe also include typed out care instructions and chemical chart to each customer, both at time of acceptance and at the staperiod. At the time of the bid/acceptance of the contract by this particular customer, the pool light was discussedThis light was very old we would guestimate 20-years old, and in fact would need to have a whole new niche cut out in the wall of the pool to remove the old and put in a new oneBeing as old as the light is the wiring would need to be replaced as well as it was falling apart and not in good conditionIt was explained to the customer this would be very costly to him, not to add the unknown cost of the electrical, which would have had to be done by othersAs we explained we are not licensed to do the new electrical from the equipment to the light nicheWhen this was explained to the customer, he stated he worked as an AIC repair man and could repair the pool light and it's electrical himselfThe sales repnor the customer tested the pool light at that time as both had concluded we would not be working on the light, therefore no one could know if the light had operated prior to the remodel or notThis is unknown to our company, either way. In regards to the "pool basket", if it was indeed broken during the remodel, we would be more than happy to replace it for him at no cost, however this part is no more than $ and we were unaware of this at the time of the remodel or after. As for the stachemicals, this is something we do as a courtesyWe are not a "pool service" company and therefore do not service poolsWe do an initial stawhich includes chemicals two-three days after the final interior has cured; this consists of us adding two gallons of chlorine, one gallon of acid, and pounds of stabilizerWe then "start-up" the pool equipment to make sure all is running properly, (this is the PRIMARY purpose of the "start-up", to be sure the lines are open and the pool is circulating properly, it is not primarily for the chemicals, as the chemicals are only a courtesy) we do a cleif and when needed, leave a packet of care instructions, and we leave This completes our contract and the remodel process, timless otherwise informed by our customerIt is then up to the customer to check their pool in twenty-four hours and add any necessary amount of chemicals needed from that point on What needs to be understood here, and what is fully explained at the time of acceptance to the contract/bid to contract is that we are filling the pool with thousands of gallons of new-hard water, and a few gallons of anything is not going to show up on a chemical test in that amount of water, due to dilutionWe strongly encourage our customers to contact their pool service company within three days to begin servicing again, or if they service it themselves to begin adding chemicals in three daysOur customer in this case, was not happy with this out- come and when he called not only our office, our sales repand the company that referred him to us, we went back a second time and added the same amount of chemicals, but again the water is still new and is way more than the chemicals being addedIn fact, it takes a few months of adding chemicals to get the water back to its previous state, and for chemical "reads" to be stable againAs well, our sales repmade many attempts to contact our customer, but did not receive any call backsInstead we received this complaint and are responding. Thank you for your time in this matterWe do realize we are past your deadline, however due to sewer repairs on our street, we were unable to receive mail for some timeWe hope you consider our response, thank you again
To Whom It May Concern Revdex.com; We are responding to a claim that was made by a customer of ours, in regards to not putting in "start-up" chemicals, nor repairing his broken pool light, as well as his "pool" basket being broken. We would like to begin by saying we do everything in our power to
be as thorough as possible with our clients at the time of the bid and prior to acceptance of the contract, when it comes to what is covered and not covered, this includes what services we may or may not provideWe also include typed out care instructions and chemical chart to each customer, both at time of acceptance and at the staperiod. At the time of the bid/acceptance of the contract by this particular customer, the pool light was discussedThis light was very old we would guestimate 20-years old, and in fact would need to have a whole new niche cut out in the wall of the pool to remove the old and put in a new oneBeing as old as the light is the wiring would need to be replaced as well as it was falling apart and not in good conditionIt was explained to the customer this would be very costly to him, not to add the unknown cost of the electrical, which would have had to be done by othersAs we explained we are not licensed to do the new electrical from the equipment to the light nicheWhen this was explained to the customer, he stated he worked as an AIC repair man and could repair the pool light and it's electrical himselfThe sales repnor the customer tested the pool light at that time as both had concluded we would not be working on the light, therefore no one could know if the light had operated prior to the remodel or notThis is unknown to our company, either way. In regards to the "pool basket", if it was indeed broken during the remodel, we would be more than happy to replace it for him at no cost, however this part is no more than $ and we were unaware of this at the time of the remodel or after. As for the stachemicals, this is something we do as a courtesyWe are not a "pool service" company and therefore do not service poolsWe do an initial stawhich includes chemicals two-three days after the final interior has cured; this consists of us adding two gallons of chlorine, one gallon of acid, and pounds of stabilizerWe then "start-up" the pool equipment to make sure all is running properly, (this is the PRIMARY purpose of the "start-up", to be sure the lines are open and the pool is circulating properly, it is not primarily for the chemicals, as the chemicals are only a courtesy) we do a cleif and when needed, leave a packet of care instructions, and we leave This completes our contract and the remodel process, timless otherwise informed by our customerIt is then up to the customer to check their pool in twenty-four hours and add any necessary amount of chemicals needed from that point on What needs to be understood here, and what is fully explained at the time of acceptance to the contract/bid to contract is that we are filling the pool with thousands of gallons of new-hard water, and a few gallons of anything is not going to show up on a chemical test in that amount of water, due to dilutionWe strongly encourage our customers to contact their pool service company within three days to begin servicing again, or if they service it themselves to begin adding chemicals in three daysOur customer in this case, was not happy with this out- come and when he called not only our office, our sales repand the company that referred him to us, we went back a second time and added the same amount of chemicals, but again the water is still new and is way more than the chemicals being addedIn fact, it takes a few months of adding chemicals to get the water back to its previous state, and for chemical "reads" to be stable againAs well, our sales repmade many attempts to contact our customer, but did not receive any call backsInstead we received this complaint and are responding. Thank you for your time in this matterWe do realize we are past your deadline, however due to sewer repairs on our street, we were unable to receive mail for some timeWe hope you consider our response, thank you again