East Greenwich Oil Co

In regards to the complaint from the [redacted] , I would like to share our side of the story Everyday Pools, which I co-own with my husband Frank N***, was contracted by the [redacted] to do weekly service on their above ground swimming pool for the season This service entails brushing the walls, emptying the skimmer basket, vacuuming the pool and balancing the chemicals We fully service approximately pools, my own included, on a weekly or bi-weekly basis, and at all of these homes use the same equipment i.ebrushes and vacuum Not one of these other homes has had an issue with holes in their liner First off, I would like to note that a nylon bristle brush, which is the proper brush used on a vinyl liner pool, is not abrasive It’s similar to what you would use to scrub pots and pans, and it does not cause holes in a liner Secondly, their email states that young guys were there doing the weekly service, which is a blatant lie My husband was at all of the vacuums that were performed at the [redacted] home and he is neither young nor inexperienced Lastly, I will review the timeline of their complaints:Friday 617- Frank performed weekly vac svc and spoke with [redacted] & [redacted] regarding their concern about losing waterSaturday 617- I was working in our retail store and office and received a call early in the day from [redacted] explaining her concern over water loss in the pool I explained there could be several contributing factors and if she could fill up the pool and let it sit overnight, with the filter off, we would then have a more clear determination of whether the leak was from the filter or liner She agreed and we got off the phone I left the office to go to one of our construction jobs in Belle Terre, where I had no phone service Within an hour she had called back and was now unhappy with this course of action Upon my return to the store a few hours later, I was told by my staff that [redacted] had called several times yelling and screaming that I better get back to her ASAP I then proceeded to call [redacted] back She was very concerned about the loss of water and I wanted to get her answers because she and her husband seemed distraught We came up with a new course of action and although the schedule was fully booked Monday 717, I told her I would fit her in for a no charge dive, normally $ She and her husband were happy with this and we got off the phone Sunday 617- [redacted] called and cancelled the no charge dive/I was not in the store and the message was given to Angela who is our office manager in charge of all bookings When I was informed I called [redacted] and she said she would rather have another company do the dive I told her that I would not be paying for it, but would be happy to be present when the service tech came so we could get closure once and for all Wednesday 617- Customer called and cancelled the rest of their service package with Angela They were promptly refunded the balance of the remaining contract.Throughout that week, several regular customers called to tell me the [redacted] was sharing her untruthful account of her experience on several town and mom chat rooms via [redacted] I found this juvenile and did not bother with a response She also left a message with one of my employees that if I didn’t get back to her we would be sorry because she would drag our name through the mud Because her accusations were ridiculous and untruthful, I thought it best just to sever any contact as no good could come of a wordy argument.Our company is family owned and operated, with a loyal customer base that has consistently grown over the last ten years We treat our customers and their pools like our own and enjoy the support of our town That being said, although we try, we can’t make everyone happy I have attached all the service tickets, showing their vac schedule as well as the dive that was scheduled for free and when they called to cancel the dive and vacs The actual weekly service receipts, written by my husband, whom they alleged was never there, are also attached Jennifer N***Co-owner