Goodall Pools, Inc.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This has been resolvedSent from my ***
Bob G***
Goodall Pools and Spas
www.goodallpools.com
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
First - All three technicians failed to diagnose and correct the problem I was having with my filter.  They did not take the time to verify the filter "bump handle" was working correctly before adding strong doses of chlorine "shock" which settled to the bottom of the pool, layed there for 48 hours,  and bleached the liner due to inadequate circulation/clogged filter.  The correction to the problem was a $10 part, which has now ruined my liner.  I had no knowlege of how the filter worked and relied on what I thought were professionals to help me get the pool up and running. 
Secondly - We were very clear in explaining that we knew nothing about pools and needed help.  There was no orientation to the pool and how the equipment worked. They gave us incorrect information on how the skimmer values worked, did not demonstrate how to set the system for vaccuming, and said the pool had a bottom drain when it doesn't.     
A proper pool opening should include verifying all equipent is working.  If someone from Goodall's would have taken the time to do the job right my liner would not be ruined. 
Regards,
[redacted]

Good Afternoon,
 
sans-serif;">I am responding to complaint #[redacted].  I will list the timeline of events with [redacted].
 
May 1, 2014        We offer a free pool school every year and [redacted] was in attendance.
June 23, 2014     Our technician, Eric, opened [redacted]’s pool, which includes removing the pool cover and winter plugs and  chemicals. We gave him a new owner orientation which includes the operation of the pool equipment.  The orientation was at no charge.  Eric left his business card and cell number with [redacted]. Customer was happy and paid at time of service. Eric received no phone calls from the customer.
June 24, 2014     [redacted] came into our retail store and dealt with our store manager, Kyle. We tested his water, at no charge. Kyle offered to go to [redacted] home and give further support at no charge. Kyle left his phone number with customer so he could contact him if he had any further questions. Kyle received no phone calls from the customer. Customer satisfied.
June 25, 2014     [redacted] called into our service department and spoke to our service manager, Dan.  Dan dispatched our technician, Don, to access the situation at the pool again.  Don worked on the filter. This was also a no charge service call. Customer satisfied.
July 3, 2014         [redacted] called the accounting office and spoke to Bob.  Bob indicated someone would be in touch the following week, due to the busy holiday weekend. Customer satisfied.
 
July 10, 2014       Our service manager, Nick, returned phone call to customer today.  [redacted] responding by saying talk to your people before I talk to you.
July 23, 2014       Our service manager, Nick, called [redacted] and left a message to return his call and discuss with no return call as of today’s date, July 25, 2014.
 
Thank you and if you have any questions, please call me at [redacted] x[redacted].
 
 
                               
 
Tracey L[redacted]
Goodall Pools & Spas
[redacted]

To Whom it may concern,
Customer called and left a voice mail on 2/19/2015. Dan returned the message the same day, and left a voice mail. 2/20/2015 customer left another voice mail to call his work. Dan returned the call and was told he was...

not available. Customer returned the call and spoke to Dan about the spa making a humming noise and it may be frozen. Dan suggested that service should come out and look at the spa to diagnose it, it could be a pump. The customer asked questions about putting a heater in the spa due to some internet research he had done. Dan agreed with the heater and said that service should look at it in case there is something else wrong with the spa. The customer said his Wife would be home all day and he would let her know someone would be stopping. The technicians had already left the office for the day so Dan Texted them the information. The Technicians went to the home and found the circulation pump had stopped working and the spa was frozen. The temps on 2/19 were a High of 16 degrees and a Low of 2 degrees. 2/20 the highs were 16 degrees and a Low of -1. The technicians spoke to the Mrs and suggested putting the space heater in the spa to try and thaw it out, and return in a few days to see if they could get the other pumps working. The technicians billed for the 30 minutes they were there diagnosing the Spa and the Standard dispatch fee. The technicians said they would send the bill due to not having the paper work. The Technicians filled out the paper work the following morning when they got back to the office. 2/24/2015 the office called and asked how they would like to take care of the invoice. The Mrs said she would speak to her husband and call in a Credit Card. 2/25/2015 the Mr. called asking about billing. The call was transferred to Dan. Dan pulled up the sales order and explained what the technicians did on that service stop, and reminded him that the dispatch fee and billing were the same as his previous service stop in October. Customer said thank you for your time and hung up. Dan left a message with the customer to discuss the issue further, with no return phone call. We feel the charges are valid.                                                Thank you,

Review: We paid over $350 for a pool opening and new pool owner orientation. When the service tech left my wife asked "how will we know we can go in the pool?". The service tech said "You will know". We don't consider that a proper pool orientation. I spoke to the owner and he said he would get back to me and never did.Desired Settlement: President of the company never called us back.

Business

Response:

Good Afternoon,

I am responding to complaint #[redacted]. I will list the timeline of events with [redacted].

May 1, 2014 We offer a free pool school every year and [redacted] was in attendance.

June 23, 2014 Our technician, Eric, opened [redacted]’s pool, which includes removing the pool cover and winter plugs and chemicals. We gave him a new owner orientation which includes the operation of the pool equipment. The orientation was at no charge. Eric left his business card and cell number with [redacted]. Customer was happy and paid at time of service. Eric received no phone calls from the customer.

June 24, 2014 [redacted] came into our retail store and dealt with our store manager, Kyle. We tested his water, at no charge. Kyle offered to go to [redacted] home and give further support at no charge. Kyle left his phone number with customer so he could contact him if he had any further questions. Kyle received no phone calls from the customer. Customer satisfied.

June 25, 2014 [redacted] called into our service department and spoke to our service manager, Dan. Dan dispatched our technician, Don, to access the situation at the pool again. Don worked on the filter. This was also a no charge service call. Customer satisfied.

July 3, 2014 [redacted] called the accounting office and spoke to Bob. Bob indicated someone would be in touch the following week, due to the busy holiday weekend. Customer satisfied.

July 10, 2014 Our service manager, Nick, returned phone call to customer today. [redacted] responding by saying talk to your people before I talk to you.

July 23, 2014 Our service manager, Nick, called [redacted] and left a message to return his call and discuss with no return call as of today’s date, July 25, 2014.

Thank you and if you have any questions, please call me at [redacted] x[redacted].

Tracey L[redacted]

Goodall Pools & Spas

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:First - All three technicians failed to diagnose and correct the problem I was having with my filter. They did not take the time to verify the filter "bump handle" was working correctly before adding strong doses of chlorine "shock" which settled to the bottom of the pool, layed there for 48 hours, and bleached the liner due to inadequate circulation/clogged filter. The correction to the problem was a $10 part, which has now ruined my liner. I had no knowlege of how the filter worked and relied on what I thought were professionals to help me get the pool up and running.

Secondly - We were very clear in explaining that we knew nothing about pools and needed help. There was no orientation to the pool and how the equipment worked. They gave us incorrect information on how the skimmer values worked, did not demonstrate how to set the system for vaccuming, and said the pool had a bottom drain when it doesn't. A proper pool opening should include verifying all equipent is working. If someone from Goodall's would have taken the time to do the job right my liner would not be ruined. Regards,

Business

Response:

This has been resolved

Sent from my [redacted]

Bob G[redacted]