Element Pools

Its unfortunate to hear a response like this We have never abandoned this customer and have been in communication with themIt has taken a little bit longer than we originally said but some of that was not our fault We had to special order some things and the manufacturer delivered them a little bit longer than they told usWe did not ask the customer to pay everything up front, it was her idea to get a discount and we did not take it and run There have been some mishaps on our part but we are still working on them We were there on Friday 5/to put the rock in the equipment area, made the actuator valve operate correctly, rewired the electrical of the pool and connected her shed garage back, fixed the block wall, put in the aerator and put in a skimmer diverter valve to make the pop heads operate better The 5' fence has been ordered and will be put in as soon as we get it delivered

Complaint The mismatched tiles are still a sight for sore eyes, and we are not satisfied with their "quick fix" Element Response The cap tiles in the pool are obsolete and are no longer availableWe provided the same size tile in smooth white to replace the tiles (Ln ft) chipped during the removal of dirt from the poolA full replacement of the remaining Ln ft of tile would need to be payed for by the customer Complaint The fence was just patched and doesn't match the existing stucco-another sight for sore eyes and not up to our expectations Element Response We will have our team go and apply more texture to closer match the existing texture Complaint The in-ground cleaning system still does not work properly Element Response This complaint has been resolved and due to the large pine trees in the yard the pool is getting a high volume of debris in the pool during the off cycle and will require the home owner to provide manual debris removal along with regular brushing and cleaning Complaint They need to still fix the pool light-which is still dangling down in the water Element Response We will have a repair person install a light wedge to hold the pool light into place Complaint They need to bring the start up pool kit Element Response We will deliver x basic pool pole x basic pool brush x basic leaf net Complaint They still need to supply ALL warranty information for all our equipment Element Response The customer was supplied all the equipment literature for their installed equipmentAll the equipment is marked with all model & serial numbers should they require that information for any warranty issues Complaint The installed 4' pool fence needs to be replaced with a 5' pool fence Element Response We are in the process of having enough funds to purchase the fence so that we can do the replacement Element Final Note: We are committed to resolving these complaints with the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They did abandon us. We have tried numerous times to reach them. They don't show up when they tell you. They came out Friday 5/for about hours. Didn't complete what they said they would. Said they would be back on Wednesday 5/28/14. Nobody showed up and they didn't contact us. *** from Element pools text this morning saying he needs to know when I will be home on Monday for them to come. Still, same issues...not showing up, no call, no contact. We have to contact them after each appointment missed.
They still need to fix more than a fence. The mismatched tiles are still a sight for sore eyes, and we are not satisfied with their "quick fix". The fence was just patched and doesn't match the existing stucco-another sight for sore eyes and not up to our expectations. The in-ground cleaning system still does not work properlyThey need to still fix the pool light-which is still dangling down in the water. They need to bring the start up pool kit. They still need to supply ALL warranty information for all our equipment. They have a long ways to go before this complaint is resolved.
Regards,
*** ***

Complaint 1
The mismatched tiles are still a sight for sore eyes, and we are not satisfied with their "quick fix". 
Element Response
The cap tiles in the pool are obsolete and are no longer available. We provided the same size tile in smooth white to replace the 4 tiles (2 Ln ft) chipped during the removal of dirt from the pool. A full replacement of the remaining 88 Ln ft of tile would need to be payed for by the customer.
Complaint 2
The fence was just patched and doesn't match the existing stucco-another sight for sore eyes and not up to our expectations. 
Element Response
We will have our team go and apply more texture to closer match the existing texture.
Complaint 3
The in-ground cleaning system still does not work properly. 
Element Response
This complaint has been resolved and due to the large pine trees in the yard the pool is getting a high volume of debris in the pool during the off cycle and will require the home owner to provide manual debris removal along with regular brushing and cleaning.
Complaint 4
They need to still fix the pool light-which is still dangling down in the water.
Element Response
We will have a repair person install a light wedge to hold the pool light into place. 
Complaint 5
They need to bring the start up pool kit.
Element Response
We will deliver 
1 x basic pool pole
1 x basic pool brush
1 x basic leaf net
Complaint 6
They still need to supply ALL warranty information for all our equipment.
Element Response
The customer was supplied all the equipment literature for their installed equipment. All the equipment is marked with all model & serial numbers should they require that information for any warranty issues.
Complaint 7
The installed 4' pool fence needs to be replaced with a 5' pool fence.
Element Response
We are in the process of having enough funds to purchase the fence so that we can do the replacement.
Element Final Note:
We are committed to resolving these complaints with the customer.

Its unfortunate to hear a response like this.  We have never abandoned this customer and have been in communication with them. It has taken a little bit longer than we originally said but some of that was not our fault.  We had to special order some things and the manufacturer delivered...

them a little bit longer than they told us. We did not ask the customer to pay everything up front, it was her idea to get a discount and we did not take it and run.  There have been some mishaps on our part but we are still working on them.  We were there on Friday 5/23 to put the rock in the equipment area, made the actuator valve operate correctly, rewired the electrical of the pool and connected her shed garage back, fixed the block wall, put in the aerator and put in a skimmer diverter valve to make the pop heads operate better.
The 5' fence has been ordered and will be put in as soon as we get it delivered.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They did abandon us.  We have tried numerous times to reach them.  They don't show up when they tell you.  They came out Friday 5/23 for about 2 hours.  Didn't complete what they said they would.  Said they would be back on Wednesday 5/28/14.  Nobody showed up and they didn't contact us.  [redacted] from Element pools text this morning saying he needs to know when I will be home on Monday for them to come.  Still, same issues...not showing up, no call, no contact.  We have to contact them after each appointment missed. 

They still need to fix more than a fence.  The mismatched tiles are still a sight for sore eyes, and we are not satisfied with their "quick fix".  The fence was just patched and doesn't match the existing stucco-another sight for sore eyes and not up to our expectations.  The in-ground cleaning system still does not work properly. They need to still fix the pool light-which is still dangling down in the water.  They need to bring the start up pool kit.  They still need to supply ALL warranty information for all our equipment.  They have a long ways to go before this complaint is resolved. 

Regards,

Complaint 1

The mismatched tiles are still a sight for sore eyes, and we are not satisfied with their "quick fix". 

Element Response

The cap tiles in the pool are obsolete and are no longer available. We provided the same size tile in smooth white to replace the 4 tiles (2 Ln ft) chipped during the removal of dirt from the pool. A full replacement of the remaining 88 Ln ft of tile would need to be payed for by the customer.

Complaint 2

The fence was just patched and doesn't match the existing stucco-another sight for sore eyes and not up to our expectations. 

Element Response

We will have our team go and apply more texture to closer match the existing texture.

Complaint 3

The in-ground cleaning system still does not work properly. 

Element Response

This complaint has been resolved and due to the large pine trees in the yard the pool is getting a high volume of debris in the pool during the off cycle and will require the home owner to provide manual debris removal along with regular brushing and cleaning.

Complaint 4

They need to still fix the pool light-which is still dangling down in the water.

Element Response

We will have a repair person install a light wedge to hold the pool light into place. 

Complaint 5

They need to bring the start up pool kit.

Element Response

We will deliver 

1 x basic pool pole

1 x basic pool brush

1 x basic leaf net

Complaint 6

They still need to supply ALL warranty information for all our equipment.

Element Response

The customer was supplied all the equipment literature for their installed equipment. All the equipment is marked with all model & serial numbers should they require that information for any warranty issues.

Complaint 7

The installed 4' pool fence needs to be replaced with a 5' pool fence.

Element Response

We are in the process of having enough funds to purchase the fence so that we can do the replacement.

Element Final Note:

We are committed to resolving these complaints with the customer.

Its unfortunate to hear a response like this.  We have never abandoned this customer and have been in communication with them. It has taken a little bit longer than we originally said but some of that was not our fault.  We had to special order some things and the manufacturer delivered...

them a little bit longer than they told us. We did not ask the customer to pay everything up front, it was her idea to get a discount and we did not take it and run.  There have been some mishaps on our part but we are still working on them.  We were there on Friday 5/23 to put the rock in the equipment area, made the actuator valve operate correctly, rewired the electrical of the pool and connected her shed garage back, fixed the block wall, put in the aerator and put in a skimmer diverter valve to make the pop heads operate better.

The 5' fence has been ordered and will be put in as soon as we get it delivered.