Hibiscus Pool & Spa Service & Repairs

Revdex.com: 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 Regards, [redacted] I would like to pursue mediation and/or arbitration by Revdex.com to hopefully resolve the dispute with Miracle Klear (Hibiscus Pools) The company refuses to admit/accept $3,damages inflicted to my pool equipment during repairs and has not made any offer in their responses to resolve the dispute Here I provide a Work Order from Leslie’s Service Department regarding damages & replacement costsAdditional supporting document, invoice & receipts are available for dispute resolution Sincerely [redacted]

This is in response to. Mr [redacted]'s complaints.
There is NO BASIS AT ALL to his complaint.
1- his equipment was failing before we ever went to his property. Thus is...

evidenced by the fact that he placed a claim to his warranty company to repair the items. He also showed me estimates from Leslie's pool supply suggesting he replace the actuators and the circuit board. He received these months before we met hi. Or went to his property. Therefore it is physically impossible for me or my company to have damaged his equipment.
2- he is stating that we did not report to the warranty company his concerns. That is NOT TRUE. We called in ex report on numerous occasions, stating the home owner was having intermittent problems with this control system, HOWEVER AS MR [redacted] HAS HIMSELF STATED THESE PROBLEMS WERE INTERMITTENT, on the first few visits to his property the equipment was working properly. Mr [redacted] was with us each time we were there and agreed he witnessed it working properly. We made an honest report to the warranty co. Each time. I told them I believed that Mr [redacted] was experiencing  intermittent problems with the system, however since it was not "failing" at the time of our visits, they document "no failures at this time" this is their policy.
3- Mr [redacted] is claiming that we lack e proper technical skills to trouble shoot the equipment. In response to that, let's consider the fact that the problem was INTERMITTENT AS WAS STATED BY Mr [redacted], that being the fact NO ONE can verify a failure if it is working at the time.. The best someone could do is e give an educated guess as to what the issue is. We told Mr [redacted] that we believed his circuit board should be replaced. We told the insurance co that we believed it should be replaced. However this was based on on educated guesses based on years of experience and listening to Mr [redacted]'s concerns. Up to this point we had no confirmation of failure, and could not replicate his failure.
In addition to our trouble shooting we were able to get [redacted] R. [redacted] a field technician and representative of PENTAIR (the company that manufactures the control shyster and circuit board) with 38 years experience with that company, to go out and trouble shoot the system. That technician with 38 years (brand specific) experience found NO FAILURES AT THAT TIME. He also upgraded the circuit boards software at no charge to see if a system update would help with the intermittent failures the home owner was experiencing.
Mr [redacted] claims I did not believe that he was experiencing issues with his system. If I did not believe him and if I did not want to do everything in my power to insure quality Customer service, I would not have arranged to have [redacted] R. [redacted] try to pinpoint and verify the failure. Keep in mind there was NO CHARGE. To Mr [redacted] for the visit from [redacted] R. [redacted] or for any of our subsequent visits.
Mr [redacted] also states the system continued to work After [redacted] R [redacted] was at the property.
Mr [redacted] also states that the equipment worked for a while after we installed the pump.
4- after numerous visits we were able to verify and report that the system was FAILING , we at this point called in tome warranty co to report that the circuit board was failing, we recommended replacement, however the insurance company denied the claim saying the circuit board was not a covered item.
5- as far as the filter cartridges. There is no time frame on replacing them, Mr [redacted] claims "experts recommend replacing every 5-6 years". I called PENTAIR the company that manufactures the filter and cartridges, I asked them if there was a recommendation based on "time" they said NO. I informed them of the age aprox. 11 years, they said the criteria for replacement would be condition of the cartridge I.e. Broken plastic tops or bottoms. Also condition of the pool. Mr [redacted]'s pool was clear and the cartridges are in tact. 
6- as far the claims we damaged his pool, it evident the issues were there long before wee arrived on the scene, also with the new pump we installed for him, it has a built in timing system that can be run independently of the faulty circuit board, there fore his pool could have been running properly and filtering the water the entire time, he would just not have had use of his automated control system. Therefore any problems to his pool would be due to lack of maintenance on his part.
7- The equipment we sold and installed at Mr [redacted]'s house is working properly. If he has any issues, it Has a 3 year parts and labor warranty from the manufacturer.
We have gone above and beyond for Mr [redacted]. We have provided courteous, quality, & professional service. We have made numerous trips to his property at no additional charge. Mr [redacted] has also reversed payment to our company for the equipment he agreed to purchase, said equipment is still installed and working properly at his property. We will have to seek legal action against Mr [redacted] for the cost of goods and legal fees to collect payment for goods and services rendered.
Sincerely
[redacted] J [redacted]

To Whom it may concern
Re: [redacted]
Complaint # [redacted]
This is in response to Mr [redacted]'s last complaint.
We have already responded to his first complaint. This second complaint is basically the same thing just worded differently.
In both instances Mr [redacted] has made unfair, untrue, & unfounded accusations against our company. It appears he is trying to cloud the facts.
Here are the facts
1- his equipment was already faulty before we arrived. The faulty equipment was the reason for our being there at his request through the warranty co.
2- the pump we sold Mr [redacted] works perfectly fine, there are absolutely no problems with the equipment we sold and installed at Mr [redacted]'s house. It is a quality product that has a full 3 year parts and labor warranty through The manufacturer.
3- Mr [redacted]'s warranty co. Has a policy that any equipment must be "failing at the time of visit" Mr [redacted]'s warranty co. Makes all decisions on what's covered and what's not, we are subcontractors, we report to them what we see and they make a decision, we told the warranty co. That Mr [redacted] was experiencing intermittent failures to his control system, However since it was not failing at the time, their policy is to classify it as "no mechanical failure at this time" Mr [redacted] was with us each time we were there, he agreed that there were no failures to his equipment at those times. Mr [redacted] has stated in writing that these problems were INTERMITTENT.
4-just because Mr [redacted] replaced his equipment does not prove that we damaged his equipment in any way. we are not disputing that Mr [redacted] replaced his equipment, it was faulty and old and had visible rust damage, we never disagreed that Mr [redacted] was having issues with this equipment.
What we are disputing is that he is trying to hold us accountable for his equipment that was already damaged before we arrived.
5-Mr [redacted] has stated verbally and in writing, that he is going to get some one to pay for his equipment because he believes his warranty company should pay for it. And if they don't, he will try to get the money from my company. His warranty company stated that according to the policy the particular items in question were not covered. That is an issue between him and his warranty co. We have no say in what is covered and what is not.
6- he is saying he could not use his pool for a number of weeks, this is not true. the only thing that was not working were his automated controls. His new pump and all the rest of his equipment was working and could be controlled manually. This could also be verified by [redacted] R [redacted] of Pentair (38 years with the company that manufactures the equipment at Mr [redacted]'s house)
7- Mr [redacted] has still not paid for the equipment he agreed to purchase from us, and he is still in possession of it.
8- there is no evidence that me or my company damaged any of Mr [redacted]'s equipment. All evidence (including Mr [redacted]'s own written statements) proves that the equipment was faulty before wever arrived on the property.
9- it's clear to see his frustration is with the warranty company for denying his claim, and now he is trying to get what he feels he is entitled to from anyone he can, that just so happens to be me and my company.
This is unfortunate, we liked Mr [redacted]. We did our best to provide the highest quality of customer service. However in return he has attacked our professionalism, our competence and our integrity, in addition he has stolen from us, by not paying for goods and services rendered. There is nothing further we can do for Mr [redacted].
With due respect to all parties concerned we hope this matter is concluded. We all have families, this is summer, we will be enjoying our vacation time.
[redacted]

Revdex.com:
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.
Regards,
[redacted]
I would like to pursue mediation and/or arbitration by Revdex.com to hopefully resolve the dispute with Miracle Klear (Hibiscus Pools).
The company refuses to admit/accept $3,162 damages inflicted to my pool equipment during repairs and has not made any offer in their responses to resolve the dispute.
Here I provide a Work Order from Leslie’s Service Department regarding damages & replacement costs. Additional supporting document, invoice & receipts are available for dispute resolution.
Sincerely
[redacted]

This is in response to [redacted],
Our company was subcontracted by First American home warranty Co. To do a repair on the portable spa. 
I informed [redacted] that as per his policy, the warranty co would not pay for for access to the equipment.
I did mention...

the canopy, however I also mentioned "access issues" and stated that the side panel would need to be removed and "possibly" would have to move the canopy.
I told him our normal hourly rate is $95.00 and we would be fair with him and only charge him the $95 even if it took longer.
On the day of service we were able to remove the panel and access the pump that needed replaced without moving the canopy, we were able to work around it.
We informed [redacted] that since we didn't have to remove the canopy, and that we just had to remove the panlel, we would only charge him half of the service call. $47.50
When our technician asked to be paid after the job was complete, [redacted] told him the insurance was covering all costs.
So the next day my office called [redacted] for payment, he refused and said we did not move the canopy, then my office said that the charge is for "access issues" which include the removal and reinstallation of panels. He said no one told him that. My office reminded him of the 3 previous conversations about "access issues". He said the only thing mentioned was the canopy. Then my office told him the only wording used was "access issues" (my office did not know the access issue was a canopy, they only knew it was access issue.)(this is the term we use because it can be many things that can be access issues I.e. Canopies, decks, trees, etc.anything that is between the equipment and our techs). He then responded by calling my office manager "a big fat liar"
Then I called and left [redacted] a message, it was not rude, it was straight forward. I stated that since he refused to pay on two different occasions I would be left with no other choice but to take him to small claims court, and I would hold him responsible for any fees incurred.
[redacted] was also reminded of the "access issue" on multiple occasions before the scheduled visit, once by me at the home, then twice by my office manager, (once when the job was scheduled, then again on the day before when a confirmation call was made.) also the office never mentioned the canopy they only said "access issues" . 
On all 3 occasions [redacted] understood and agreed to the charges.
We would like payment of $47.50 and an apology to my office manager for his thoughtless childish remark.

I highly recommend Hibiscus pool service. They have went out of their way to fix problems as expediently as possible. As usual most problems occur at the most inopportune times yet there's always someone available to help me and with a smile. Now that's service you want to keep.