Hometown Pool Supply

Review: Hometown Pool opened my pool on 6/After they left, I saw the chlorinator was not in the correct spotInstead of being on the concrete next to the filter, it was placed on the gravelAs such, it is incredibly difficult to open and close due to the tight sealI called Hometown min after the crew leftI explained the issue to the woman who picked upShe told me I would have to speak with "Lynn." Lynn got on the phone, and was abrupt and in a rushI did not get the chance to explain the details to herShe told me the crew would be out on Mon., 6/When I arrived home on 6/the chlorinator had not been movedThe weather was bad, so I thought they did not come out because of itI left a msg at 8:am on 6/I called back later that day, and was treated very rudely by Lynn, who was irateShe told me that the crew HAD been at my home on 6/15, and there was NOTHING wrong with the chlorinatorShe also said that the crew left an invoice in the mailbox, which I had not found since it was shoved to the back of the mailboxI told Lynn that the chlorinator should have been put on the concrete and mentioned the difficulties of opening and closing itLynn rudely informed me no one had told her that the location was the issue, and made it clear it was of no concern to her that I told the other woman about it on 6/13, because SHE had not been informedI told Lynn I had a problem with her attitude and stated that if the chlorinator had been properly installed, I would not be calling HometownAlthough I paid in full on 6/for a service that was not yet complete, Lynn told me the best she could do was send someone out in the middle of next week, which would mean waiting until 6/at leastThat was unacceptableSince Lynn could not speak civilly I told her I was stopping the check and hung upI then emailed Hometown to advise that I was stopping the check and filing complaints w Revdex.com and Consumer Affairs.Desired Settlement: To be able to open and close chlorinator so I can chlorinate the poolI refuse to deal with Lynn any furtherBut for Lynn, this situation could have been satisfactorily resolved without the involvement of the Revdex.com and consumer affairsI have spoken with Hometown on several occasions in the past, and never had a problem beforeThere must be someone at Hometown who can be civil and deal with a customer with a legitimate complaintI would consider allowing Hometown to properly install the chlorinator, but do not want to get the run around and be put offMaking this right should be a priority for Hometown, but it is not, which is why I was compelled to stop the checkI would prefer having another company re-install the chlorinatorIn that case I would deduct that fee from what I owe Hometown
Business
Response:
Revdex.com Serving NJWhitehorse-Hamilton Square RdBuilding A, Suite 202Hamilton, NJ Case ID [redacted] We are responding toa complaint filed by [redacted] for service done on June 13, andJune 15, On June 13, HometownPool Supply provided swimming pool opening services to [redacted] that sherequestedThe pool was openedproperly, all services were provided and chemicals addedAll services included are noted on ourwebsite www.hometownpools.com, inour catalog mailed advertising, and in opening letters often mailed tocustomers[redacted] paid by a signedcheck and signed the invoicePoolopenings do NOT include any repairs to equipment[redacted] called tocomplain about an issue with her chlorinatorThere is apparently some misunderstanding about the nature of theproblem with the chlorinator between [redacted] and the person who scheduled theservice call[redacted] was scheduled for a service call during the busiest part ofour season – between Memorial Day and 4th of July – and theappointment was squeezed in to a packed schedule without making her wait thecurrent two-to-three-week delay for service for a non-emergency callOn Monday, June 15, one of our veryexperienced service techs went to check [redacted]'s chlorinatorShe was not home for the service call – butthat is certainly common in our businessThe chlorinator was working properly, and is properly plumbedThe service tech left a receipt in hermailbox[redacted]'scomplaints are that she wanted the chlorinator MOVED – which is clearly amiscommunication, and that we left the receipt at the back of her mailbox – whichshe did not find easily enoughAchlorinator cannot simply be "moved" or changed positionAny plumbing that creates additional elbowsrestricts water flow; it is also a comparatively time intensive service call –and absolutely would have been asked to wait two to three weeks, if it was evenrecommendedSecondly, the chlorinatorshows no functional issues of being "improperly" installed; it is in line withthe filter and pump system as neededAchlorinator is a passive device, and has no "operating" partsThechlorinator was not installed as part of the opening, and we have no obligationto "re-install" itNothing to do withthe chlorinator has anything to do with the pool opening service[redacted] feels shewas spoken to rudely, and that Lynne seemed rushedYes, Lynne is rushed, and we apologizesincerely that [redacted] did not like her toneLynne is an extremely knowledgeable andvalued employee, and we always hope to make our customers feel welcomeSo [redacted] has our apologies for thehectic atmosphere this time of yearHowever, [redacted]has stopped payment on the check for the opening serviceShe has now received a full pool opening,chemicals, and a service call – and has paid nothing for any of itAnd because she didn't feel someone spokenicely enough to her, she is filing complaints with the Revdex.com and ConsumerAffairsHometown Poolsprovided all services as advertised, went above and beyond for [redacted] inscheduling additional service work, and has done nothing wrongWe will continue efforts to collect thebalance due for the pool openingWewish [redacted] a safe and enjoyable swimming seasonIf you haveadditional questions or concerns, please feel free to contact me (email isbest!)L K[redacted][email protected][redacted]
Business
Response:
Revdex.com Serving NJWhitehorse-Hamilton Square RdBuilding A, Suite 202Hamilton, NJ Case ID [redacted] We are responding toa complaint filed by [redacted] for service done on June 13, andJune 15, On June 13, HometownPool Supply provided swimming pool opening services to [redacted] that sherequestedThe pool was openedproperly, all services were provided and chemicals addedAll services included are noted on ourwebsite www.hometownpools.com, inour catalog mailed advertising, and in opening letters often mailed tocustomers[redacted] paid by a signedcheck and signed the invoicePoolopenings do NOT include any repairs to equipment[redacted] called tocomplain about an issue with her chlorinatorThere is apparently some misunderstanding about the nature of theproblem with the chlorinator between [redacted] and the person who scheduled theservice call[redacted] was scheduled for a service call during the busiest part ofour season – between Memorial Day and 4th of July – and theappointment was squeezed in to a packed schedule without making her wait thecurrent two-to-three-week delay for service for a non-emergency callOn Monday, June 15, one of our veryexperienced service techs went to check [redacted]'s chlorinatorShe was not home for the service call – butthat is certainly common in our businessThe chlorinator was working properly, and is properly plumbedThe service tech left a receipt in hermailbox[redacted]'scomplaints are that she wanted the chlorinator MOVED – which is clearly amiscommunication, and that we left the receipt at the back of her mailbox – whichshe did not find easily enoughAchlorinator cannot simply be "moved" or changed positionAny plumbing that creates additional elbowsrestricts water flow; it is also a comparatively time intensive service call –and absolutely would have been asked to wait two to three weeks, if it was evenrecommendedSecondly, the chlorinatorshows no functional issues of being "improperly" installed; it is in line withthe filter and pump system as neededAchlorinator is a passive device, and has no "operating" partsThechlorinator was not installed as part of the opening, and we have no obligationto "re-install" itNothing to do withthe chlorinator has anything to do with the pool opening service[redacted] feels shewas spoken to rudely, and that Lynne seemed rushedYes, Lynne is rushed, and we apologizesincerely that [redacted] did not like her toneLynne is an extremely knowledgeable andvalued employee, and we always hope to make our customers feel welcomeSo [redacted] has our apologies for thehectic atmosphere this time of yearHowever, [redacted]has stopped payment on the check for the opening serviceShe has now received a full pool opening,chemicals, and a service call – and has paid nothing for any of itAnd because she didn't feel someone spokenicely enough to her, she is filing complaints with the Revdex.com and ConsumerAffairsHometown Poolsprovided all services as advertised, went above and beyond for [redacted] inscheduling additional service work, and has done nothing wrongWe will continue efforts to collect thebalance due for the pool openingWewish [redacted] a safe and enjoyable swimming seasonIf you haveadditional questions or concerns, please feel free to contact me (email isbest!)L K[redacted][email protected][redacted]
Consumer
Response:
Review: [redacted]I am rejecting this response because:I repeat that the chlorinator was not put in the proper placeIt is supposed to be installed on the cement pad next to the filterIn years of pool openings, I have never had to instruct anyone in regard to the proper location to place the chlorinatorPrior to this year, the chlorinator was always placed on the cement pad by the person hired to open the poolIt follows that I felt no need to instruct Hometown Pool, pool experts, as to the proper location for the chlorinatorI will reiterate that the present location of the chlorinator - in deep gravel - makes it almost impossible to open and close the chlorinator due to the very tight sealAs pool experts, I am sure that Hometown Pool will agree that chlorinators must have tight seals and chlorinators must contain chlorine in order to maintain the pool properly.Therefore I maintain that my pool opening of 6/has not yet been completedThe filtration system is supposed to be reassembled, and the chlorinator is an integral part of that filtration systemI called Hometown regarding the problem within minutes of the crew's departureAlthough I went into detail about the problem with the woman who answered the phone, I was told I had to speak to Lynn regarding the appointment to relocate the chlorinatorAs previously stated, Lynn was abrupt and I was not given the chance to give her any detailsI had no reason to assume that Lynn and the other woman answering the phone would not communicate with each other, since they work for the same company and were present at work on the very same dayHometown totally owns this failure of communication.Since the chlorinator was not put in its proper place on June 15, I had no way of knowing the crew had been to my house, nor did I see the invoice shoved in the back of the mailboxLynn's rudeness during the June phone call and her insistence that that I was somehow at fault for the improper installation of the chlorinator AND the failure of communication made me very concerned that Hometown would not fix the problemSince I had paid by check in full for the opening service which was not yet complete - and still is not as of this writing - my only leverage was to stop the checkHometown should be aware that stopping a check is an all or none proposition, so I had no option to pay for the work that was doneIt also should be noted that I did not stop the check when I discovered the problem on June I did not stop the check on June 15, when I thought the crew had not shown upI did not stop the check on the morning of June 16, before I spoke with LynnI stopped the check after I spoke with Lynn because Lynn gave me no reason to believe that Hometown would handle this matter in good faithAlthough I am not a pool expert, I would question whether mid June is the height of the season for pool openingsI would also think that by today's date - June - pool openings would be at a minimumI take Hometown's assertion that the schedule is very busy right now with a large grain of saltUntil the chlorinator is put in its proper place, the pool opening service has not been completedHometown's response is all about blaming the customer and thereby justifying Lynn's behaviorInterestingly, it does not state that Hometown has any interest in making this problem rightTherefore I am going to hire someone else to complete Hometown's pool openingI will deduct the fee for the relocation of the chlorinator from Hometown's opening charge of $and pay them the balance[redacted]
Consumer
Response:
Review: [redacted]I am rejecting this response because:I repeat that the chlorinator was not put in the proper placeIt is supposed to be installed on the cement pad next to the filterIn years of pool openings, I have never had to instruct anyone in regard to the proper location to place the chlorinatorPrior to this year, the chlorinator was always placed on the cement pad by the person hired to open the poolIt follows that I felt no need to instruct Hometown Pool, pool experts, as to the proper location for the chlorinatorI will reiterate that the present location of the chlorinator - in deep gravel - makes it almost impossible to open and close the chlorinator due to the very tight sealAs pool experts, I am sure that Hometown Pool will agree that chlorinators must have tight seals and chlorinators must contain chlorine in order to maintain the pool properly.Therefore I maintain that my pool opening of 6/has not yet been completedThe filtration system is supposed to be reassembled, and the chlorinator is an integral part of that filtration systemI called Hometown regarding the problem within minutes of the crew's departureAlthough I went into detail about the problem with the woman who answered the phone, I was told I had to speak to Lynn regarding the appointment to relocate the chlorinatorAs previously stated, Lynn was abrupt and I was not given the chance to give her any detailsI had no reason to assume that Lynn and the other woman answering the phone would not communicate with each other, since they work for the same company and were present at work on the very same dayHometown totally owns this failure of communication.Since the chlorinator was not put in its proper place on June 15, I had no way of knowing the crew had been to my house, nor did I see the invoice shoved in the back of the mailboxLynn's rudeness during the June phone call and her insistence that that I was somehow at fault for the improper installation of the chlorinator AND the failure of communication made me very concerned that Hometown would not fix the problemSince I had paid by check in full for the opening service which was not yet complete - and still is not as of this writing - my only leverage was to stop the checkHometown should be aware that stopping a check is an all or none proposition, so I had no option to pay for the work that was doneIt also should be noted that I did not stop the check when I discovered the problem on June I did not stop the check on June 15, when I thought the crew had not shown upI did not stop the check on the morning of June 16, before I spoke with LynnI stopped the check after I spoke with Lynn because Lynn gave me no reason to believe that Hometown would handle this matter in good faithAlthough I am not a pool expert, I would question whether mid June is the height of the season for pool openingsI would also think that by today's date - June - pool openings would be at a minimumI take Hometown's assertion that the schedule is very busy right now with a large grain of saltUntil the chlorinator is put in its proper place, the pool opening service has not been completedHometown's response is all about blaming the customer and thereby justifying Lynn's behaviorInterestingly, it does not state that Hometown has any interest in making this problem rightTherefore I am going to hire someone else to complete Hometown's pool openingI will deduct the fee for the relocation of the chlorinator from Hometown's opening charge of $and pay them the balance[redacted]