Guilford Enterprises Pools, Inc.

Initial Business Response /* (1000, 6, 2016/06/01) */
As a local, family-owned business for over years we are happy to provide service for all swimming pools that we have installedHowever, due to repeated collection and communication issues with this pool owner we can no longer provide
service for this pool
The complaint by Mr***, the owner of the rental property, about holes in the liner and the "liner coming loose" are issues not covered under warranty by the manufacturerThe warranty on the pool liner covers only seam separations
We would be happy to forward a copy of the warranty to Mr*** for him to review and contact the manufacturer for any further clarificationWe would also be happy to refer another company to perform any services for this pool
Initial Consumer Rebuttal /* (3000, 8, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am fine with their answer that the issues are not covered under warranty by the manufactureIf they had ever returned any of my phone calls to advise me of that, I never would have written a complaintInstead I would have just had them replace the liner like they did beforeNow my issue with them is the fact that I am not sure what they meant by "due to repeated collection and communication issues with this pool owner we can no longer provide service for this pool." I owe them no money and made payment for any services rendered immediatelyMy cell phone records for the months of March - May indicate repeated calls going out to Guilford Pools and not a single call coming in from their company so I would like to know what they mean by repeated collection and communication issuesThe last time they worked on my pool a few years ago, Sean gave me his cell phone number and unless he has changed his number, I even have a few outgoing calls to him that were not returnedI don't know if they don't want to come do the work because it is a small job or because they are swamped with workAt this point I am not sure what to think
Final Consumer Response /* (2000, 11, 2016/06/07) */

Initial Business Response /* (1000, 6, 2015/07/02) */
We understand it takes a lot of patience during the construction of a new pool, especially when the weather is hot. We make every effort to insure a smooth and efficient build process as possible with excellent long-term success.
As with all...

new pool projects we carefully explained the construction phases to the homeowner before any contracts were signed. Additionally in this case the homeowner chose a custom concrete coping finish which requires additional installation time.
An important part of the success of our projects involves a critical "settling phase" which may take 6 to 8 weeks or longer depending on soil conditions and how long it takes the backfill to properly settle before we can pour the concrete pool deck. During this time little or no construction work is performed as we must wait for the backfill to properly compact. The integrity of the decking and pool walls can be compromised if the backfill is not allowed to settle properly.
We certainly regret that during construction a piece of liner track was accidentally damaged and needed to be replaced; given the custom coping finish we had to special order this piece which did cause an unforeseen delay in finishing the pool deck.
We also regret that the homeowner feels that we are responsible for delays involving their defective septic field. We are not septic contractors nor were we contracted to be responsible for their septic issues which ultimately delayed the project.
We feel that we have been very honest with the homeowners about the required "settling phase" and the total estimated construction time but we understand their desire to hurry the process along in order to enjoy their new pool.