Epic Pools Hawaii

Initial Business Response / [redacted] (1000, 11, 2014/07/30) */ I began servicing camp mokuleia, which is Ran by [redacted] We serviced this pool from October to June 4, Upon arrival of this account we found numerous amounts of issues with this commercial sized pool at 40, gallonsThe servicing staff for the camp was not properly trained or certified to touch any pool or balance any chemicalsWhen I asked [redacted] what they kept their chemical levels at and what chemicals were used to balance the pool, [redacted] notified me that she was not sure but she did know that they just shocked their pool and added tabsBy not keeping on top of their pool service or chemistry this caused all Lbs of filter media to be very unsanitary and years over due for replacementImbalances also caused a leak in the vinyl liner and chlorine feeder was not working at all [redacted] was notified about these issuesI was told by [redacted] that professional pool servicing hadn't been hired and upgrades hadn't been made because they couldn't afford itShe then ask me on what it would cost to convert to a saline systemBeing that they are a youth camp, A discount was givenIt felt rewarding to be a part of supporting all the young adults who would attend this camp The pool pump, Filter and Saline unit had all been installed, tested and working properlyThe generator was programed to function at a certain level on a specific schedule for that pool and its requirements I notified [redacted] from beginning of contract that we are coming up to the summer season and due to excessive heat, phosphates, and large groups that are planning to be in this commercial sized pool at 40,gallons, we will need to increase our visits from once a week to three times a week to compensate for all these element'sFor some time, to show them, we serviced the pool three times a week, and the pool was stable [redacted] stated that the pool has been fine from october - May so we don't need more visits and lets just keep it at once a weekI stressed the importance of the fact that in order to keep the pool stable and not green is that she or the staff on site would need to service and treat the pool properly at least twice a week as we would continue to only service it once a weekI was informed by [redacted] that the treatment needed for the pool to be properly taken care of was understood and that the property maintenance staff would take care of these dutiesTherefor we made sure that all of the proper chemicals and equipment needed to achieve these tasks were always on site at the camp for themA net, vacuum, brush, polls, and chemicals, such as Phosphate remover, clarifier with enzymes and Dichlor which is meant to be used on saline water pools and is an eco friendly softer form of shock that allows you to enter the pool sooner than you would if added shock that [redacted] has been previously using called Calcium HypocloriteWhich is a high strength non eco friendly chlorine shockWhen the pool service technician went for the weekly visit, it was within reason that the additional servicing days that were needed to maintain the pool had not been performedThe pool was always found left with excessive amounts of pine needles from trees surrounding the camp, the skimmers & pump baskets were full, and sand was frequently found in the poolProving that no one has been rinsing off before entering poolAlso, the saline generator needs to be left on its scheduled program to keep the pool regular and the chemicals balanced, but the salinecell was found off at times, which would only happen if it was manually turned off given that all of the equipment was properly installedThose factors added to the increasing of phosphate levels contributing to the pool turning greenIt was evident that one service visit a week was not sufficient for this commercial sized poolI notified [redacted] that the pool will continue to turn green if we don't make changes to the number of visits a week [redacted] declined to take on the responsibility and increase the service days neededShe then called another pool company for a second opinion It was mentioned that the pool company giving the second opinion had stated that the chemicals were off balanceWe have pool logs on site showing the chemistry and chemicals added to keep the pool stable and balance weeklyIf the chemistry was off, then it was due to factors stated above Initial Consumer Rebuttal / [redacted] (3000, 13, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The letter sounds rather defensive and loaded with finger-pointing Please see comments from the New Pool Company we called in: " Upon my first visit I found mechanical problems such as a bad multiport valveAny experienced pool technician would have noticed that immediatelyThe single ICsalt system that is installed at your pool is not enough to maintain a 40,gallon pool with your bather loadIf this previous pool company or individual installed that salt system, he should have known you need of them not If this previous pool company or technician installed the salt system, and is not a licensed pool contractor he is violating the state contracting laws Regarding one of his claims in his letter, is that water chemistry caused the liner to failThis is simply not the caseFinal pools are not final in other words a vinyl liner is a temporary material that breaks down all forms of chlorine productsI maybe speaking out of school, but did this previous company offer to train you and your personnel to do anything between their visits? As you recall I have been educating [redacted] in order for you to maintain the pool in-house [redacted] has been doing a fantastic job and calls me anytime he has questionsThis course of action, learning to care for the pool in-house is a wise financial decisionFortunately now you have learned what is required, i.e, State logs and records, chemistry, how to maintain the equipment." My final remarks from Camp Mokuleia: In conclusion Epic Pool did not show up on regularly scheduled days and we would need to call to remind himHe blamed his staff for not showing upWhen this happened, [redacted] wanted to do visits in the week, to make up for the missed visit the week priorIf the pool was out of balance because of the missed regular scheduled day of service, we felt it was his responsibility to make it rightRather than charge the camp for an extra visitAt Camp Mokule'ia we are very mindful about the safety and comfort of our guestsIn regards to safety of our guests, money is never a factorAnd would not compromise any needs of the poolWe take this matter very seriouslyThank you for allowing me to respond

Initial Business Response /* (1000, 11, 2014/07/30) */
I began servicing camp mokuleia, which is Ran by [redacted]. We serviced this pool from October 2013 to June 4, 2014. Upon arrival of this account we found numerous amounts of issues with this commercial sized pool at 40,000...

gallons. The servicing staff for the camp was not properly trained or certified to touch any pool or balance any chemicals. When I asked [redacted] what they kept their chemical levels at and what chemicals were used to balance the pool, [redacted] notified me that she was not sure but she did know that they just shocked their pool and added tabs. By not keeping on top of their pool service or chemistry this caused all 500 Lbs of filter media to be very unsanitary and 7 years over due for replacement. Imbalances also caused a leak in the vinyl liner and chlorine feeder was not working at all. [redacted] was notified about these issues. I was told by [redacted] that professional pool servicing hadn't been hired and upgrades hadn't been made because they couldn't afford it. She then ask me on what it would cost to convert to a saline system. Being that they are a youth camp, A discount was given. It felt rewarding to be a part of supporting all the young adults who would attend this camp.
The pool pump, Filter and Saline unit had all been installed, tested and working properly. The generator was programed to function at a certain level on a specific schedule for that pool and its requirements.
I notified [redacted] from beginning of contract that we are coming up to the summer season and due to excessive heat, phosphates, and large groups that are planning to be in this commercial sized pool at 40,000 gallons, we will need to increase our visits from once a week to three times a week to compensate for all these element's. For some time, to show them, we serviced the pool three times a week, and the pool was stable. [redacted] stated that the pool has been fine from october 2013 - May 2014 so we don't need more visits and lets just keep it at once a week. I stressed the importance of the fact that in order to keep the pool stable and not green is that she or the staff on site would need to service and treat the pool properly at least twice a week as we would continue to only service it once a week. I was informed by [redacted] that the treatment needed for the pool to be properly taken care of was understood and that the property maintenance staff would take care of these duties. Therefor we made sure that all of the proper chemicals and equipment needed to achieve these tasks were always on site at the camp for them. A net, vacuum, brush, polls, and chemicals, such as Phosphate remover, clarifier with enzymes and Dichlor which is meant to be used on saline water pools and is an eco friendly softer form of shock that allows you to enter the pool sooner than you would if added shock that [redacted] has been previously using called Calcium Hypoclorite. Which is a high strength non eco friendly chlorine shock. When the pool service technician went for the weekly visit, it was within reason that the additional servicing days that were needed to maintain the pool had not been performed. The pool was always found left with excessive amounts of pine needles from trees surrounding the camp, the skimmers & pump baskets were full, and sand was frequently found in the pool. Proving that no one has been rinsing off before entering pool. Also, the saline generator needs to be left on its scheduled program to keep the pool regular and the chemicals balanced, but the salinecell was found off at times, which would only happen if it was manually turned off given that all of the equipment was properly installed. Those factors added to the increasing of phosphate levels contributing to the pool turning green. It was evident that one service visit a week was not sufficient for this commercial sized pool. I notified [redacted] that the pool will continue to turn green if we don't make changes to the number of visits a week. [redacted] declined to take on the responsibility and increase the service days needed. She then called another pool company for a second opinion.
It was mentioned that the pool company giving the second opinion had stated that the chemicals were off balance. We have pool logs on site showing the chemistry and chemicals added to keep the pool stable and balance weekly. If the chemistry was off, then it was due to factors stated above.
Initial Consumer Rebuttal /* (3000, 13, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The letter sounds rather defensive and loaded with finger-pointing.
Please see comments from the New Pool Company we called in:
" Upon my first visit I found mechanical problems such as a bad multiport valve. Any experienced pool technician would have noticed that immediately. The single IC40 salt system that is installed at your pool is not enough to maintain a 40,000 gallon pool with your bather load. If this previous pool company or individual installed that salt system, he should have known you need 2 of them not 1. If this previous pool company or technician installed the salt system, and is not a licensed pool contractor he is violating the state contracting laws.
Regarding one of his claims in his letter, is that water chemistry caused the liner to fail. This is simply not the case. Final pools are not final in other words a vinyl liner is a temporary material that breaks down all forms of chlorine products. I maybe speaking out of school, but did this previous company offer to train you and your personnel to do anything between their visits? As you recall I have been educating [redacted] in order for you to maintain the pool in-house. [redacted] has been doing a fantastic job and calls me anytime he has questions. This course of action, learning to care for the pool in-house is a wise financial decision. Fortunately now you have learned what is required, i.e, State logs and records, chemistry, how to maintain the equipment."
My final remarks from Camp Mokuleia:
In conclusion Epic Pool did not show up on regularly scheduled days and we would need to call to remind him. He blamed his staff for not showing up. When this happened, [redacted] wanted to do 2 visits in the week, to make up for the missed visit the week prior. If the pool was out of balance because of the missed regular scheduled day of service, we felt it was his responsibility to make it right. Rather than charge the camp for an extra visit. At Camp Mokule'ia we are very mindful about the safety and comfort of our guests. In regards to safety of our guests, money is never a factor. And would not compromise any needs of the pool. We take this matter very seriously. Thank you for allowing me to respond.

Completely unprofessional and dishonest person. The owner, Aaron, is a used car salesman posing as a pool service technician. He was hired to install a pool heat pump at our residence and took 1.5 months to install a heat pump that DID NOT WORK. He told us that the heat pump was a new unused open box heat pump, but after he installed it we could see obvious signs of rust and prior use. The manufacture date of the heat pump was almost 5 years prior! To top it off, the heat pump was malfunctioning right out of the gate. The fan would not even turn!
At every turn, Aaron regurgitates one BS excuse after another. From "The fan was turning and the heater was working when I left your house", to "A part went missing. It must have been your previous disgruntled pool guy. In any case, you'll need to pay for the cost of that part."
We also had another pool guy come in to assess the work that Aaron did and our suspicions were reaffirmed that work was done poorly and sloppily.
I would also like to emphasize the casual and unprofessional nature of this kid. He brought in at least 20 different people over the course of the project to install 1 heat pump. That means 20+ of his boys getting a look at the layout and backways of our property. On a few occasions he even brought over his girlfriend and some of his friends to have lunch at our poolside.
We ended up not paying for the defective heater he installed, but he DID charge us an absurd $7000 for the shoddy "plumbing" work he did. He showed up at our place of business and caused a scene when we disputed the charges.
Beware of this kid. Aaron will sweet talk you and tell you about the amazing discounts he's hooking you up with (after the massive mark-ups), but in the end you'll be getting screwed over. Please DO NOT let this kid screw you over too!