Hudson Pools & Spas

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Revdex.com, Yes, these were new pool and spa ownersYes, we have been in business for 30+ years and we gave them the same instructions as we always doIt was not a quick tutorial, it lasted a little longer than one hour for the pool and spa instructionsVernon went over the filter, pump system and the salt system and how to use themLike opening the body of the filter canister, rinsing the filters and informing them about water testing and that they can bring water into the store to be tested by the girlsAnd by doing so, they can ask any other questions they had; because there will be questions Now going back to when they called in for their first appointment, was 9/18/We went out on 9/22/and billed them out on 9/22/Between 9/22/and 10/20/the customer called in and said he had misplaced the bill and would like me to send out another oneHe NEVER said anything was wrong with the services he received The customers came into the store and NEVER said there was a problem about the service they received from VernonThen on 10/20/he customer called in saying they were not payingI (Betty) said I just spoke with your husband a little while back; he was very politeAnd she said something along the lines of "I am not that nice or fooled so easilyWe are going to the Revdex.com, google, and where ever else we can to smear your reputation The customers also called in for a pool closing on 10/8/They NEVER canceled itOur technicians went out, said some equipment was undone and risers were in outlets where you blow the lines out until all of the plumbing underground has no more water, but they noticed the plumbing risers were not siliconeSo they took them out, blew the lines until all of the lines underground have no more water in them, but then our technicians noticed that the risers were not siliconedSo they blew the lines, put antifreeze in those lines and siliconed the risersThat is why they got the bill for the pool closingThey did say they were not paying the bill and I said that's up to you, but I will take you to small claims courtYes, I was upset, but I think they were going over the top describing me (Betty)The customer came into the store one hour later with a checkKalle a sales associate asked her if she would like to speak with me (Betty), but she declined saying she didn't want to lose it again There are a lot of things that come into play with pools and spas, so you deal with basics and continue to deal with what is happening in your pool or spaThat's why Vernon said go into the store and talk with the ladiesThat is how we build relationshipsYou just can't go down every rabbit trail and try to explain everything at one timeVernon asked the customer if they have any questions right now, he said no and Vernon left as usual By the way, one customer was only at the home for minutes during Vernon's instructions on the spa and was not there at all for the pool instructions P.S We just saved them a lot of money because the people who closed it did not do it right and they would have had a lot of broken pipes in the spring Sincerely, Betty B [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The owners wife admitted she was upset...she did not own the fact of being in the "wrong" when speaking to meThe words used simply have no place in the customer service industryI still strongly feel a letter of apology need writtenAs for closing our pool 'properly', this is the first time we heard of thisWhy wasn't this information disclosed in our phone conversation? I used a company called [redacted] who had in years past closed the poolSaving us money by doing additional work was never brought to our attention until it was mentioned in this forum Hudson Pool and Spas has failed to reach out to us to simply ask...what can we do to make it right?

Complaint has not been closed I have been traveling with no access to email

Initial Business Response /* (1000, 5, 2015/06/26) */
We did install two liners for *** ***The liner did come out on the kiddie pool last year and Vernon B***, the owner, went out and put it back in within three daysSo she did not have to call back about the liner
Last year we had
a verbal conversation about pricingOn April 29, we sent her an estimate for doing two poolsThe estimate included the pricing for the liner and labor for both poolsWhen she received the estimate she called in about the pricing on the kiddie pool and I told her on the phone if I said the wrong amount or if you misunderstood the amount I was sorryI told her that is why we send out an estimate so it is in writingAfter we went back and forth on the phone I told her she did not have to go with our companyShe then said she wanted to get on our schedule and send in her checkI then received her check for $3,check #*** dated 4/30/The check was for half down on the liners which was typed out on the estimateI asked her to sign the estimate and mail it back with her checkAt that time after we received half the amount I thought everything was fine and that she had signed off on the estimateThen on her final bill she deducted off the $At that point I sent her a letter stating why we send out estimatesI also sent her a copy of the original invoice on the kiddie pool liner showing her that we only made $on the liner and we could not have put it in for $I never heard back from her after that until this year, The office girls received several phone messages from her saying her kiddie pool liner needed replacedNot that it was coming out of the bead, which holds the liner in placeAfter she did not pay the $and sending in the half down on the liner there was no way I was doing anymore work for her at this pointI do all of the pricing of jobs for the business, not VernonIt was my choice not to go back about the liner coming out of the bead
When we install a new liner on a pool we are installing it to an existing pool that is olderIf a liner pops out it is not the liners fault or installationIt is the beading that is on the existing pool connected to the coping, which is held in with concrete, brick, etcthat the customer picked out when the pool was builtAs I said before last season we did go out and pop it back inThis year there would be a charge to go back on the kiddie poolSince she still owed $and was not up front about the conflicting issue of the price at the signing of the estimate why would she pay us now to go backI did not return her phone callsThat is a fact
Also, if this was a brand new pool and we installed a liner it would be 100% our problem because everything is newIn order for the kiddie pool to be fixed, a bead lock needs to be ran around the pool in the bead to keep the liner from popping out againFor a pool that size it would cost $Would we pay another company to put it in? NoWill I call her back? NoShe was dishonest with our first dealing and she knew she was not going to pay the $on the last paymentWhy would I trust her now?
Thank you for expressing our side of the situation
Sincerely,
Betty B***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not except this response because what she neglected to say was the estimate that I signed had the adjusted amounts that we had the verbal conversation on the phone aboutThe conversation about the difference in amount due never happened until after the liner was installedI have called her office numerous times and spoke with her office girls who tell me she is either not in or that she is with a customer so she is not being truthful regarding me not trying to resolve this matterI have even ask to speak with Vernon since she had told me he was the one who originally made the adjustment on the pricing of the kiddie pool liner since he was going to be doing the big poolAs for the beading that she said needs to be done on the kiddie pool I was told that with installing a new liner they also have to fix any cracks in the walls and if there is beading to be done I would assume you would not install a liner knowing it could fall out from not basically caulking around itThat would be like replacing a glass pane on a window but not glazing around itAs for the monies paid to Hudson the original amount was paid on 1/14/for $then on 4/30/a check in the amount of was paid to them on 6/25/I paid the balance of to them I called at that time and spoke with Betty she said she would speak with Vern and get back to me I called repeatedly once a month sometimes even twice to resolve the matter I do not like not being able to resolve issues I am a small business owner and I understand customer serviceHudson Pools and Spas has been the most Non-Customer Service Company I have ever worked withAs for being a dishonest person I am not and do not appreciate her saying that I am or that I have not calledI have other employees in my office that can vouch for the fact that I have and continually asked me if they still have not returned my calls to resolve the issueI don't know where we go from here but I do know that I will not recommend this company to anyone I knowWhen I like someone for there good service I tell everyone I know when someone is dishonest and takes advantage of people I will let everyone know that as wellIf I have to I will put a sign on my car and drive around town with itI am sure since I live in *** I come through a lot of areas that they service

Arctic Spas are manufactured in Canada. As soon as we received this information from Ms***, we forwarded all the pictures to the warranty department for further review. There is a process that warranty claims have to go through. Ms*** also received an email from Scott V
from Arctic stating that the process was progressing as for this type of situation. We were waiting for responses directly from Arctic to inform us how to proceed with this matter. Because Arctic is in Canada, it took time for the covers to be shipped down here (distance, new truck driving laws and the hours they can drive, and scheduling a truck that would be coming down this way to the States). Again, everything was moving normally and we are scheduled to go out to Ms***'s house this week to fix these issues

Initial Business Response /* (1000, 5, 2015/10/22) */
Revdex.com,
Yes, these were new pool and spa owners. Yes, we have been in business for 30+ years and we gave them the same instructions as we always do. It was not a quick tutorial, it lasted a little longer than one hour for the pool and spa...

instructions. Vernon went over the filter, pump system and the salt system and how to use them. Like opening the body of the filter canister, rinsing the filters and informing them about water testing and that they can bring water into the store to be tested by the girls. And by doing so, they can ask any other questions they had; because there will be questions.
Now going back to when they called in for their first appointment, was 9/18/15. We went out on 9/22/15 and billed them out on 9/22/15. Between 9/22/15 and 10/20/15 the customer called in and said he had misplaced the bill and would like me to send out another one. He NEVER said anything was wrong with the services he received.
The customers came into the store and NEVER said there was a problem about the service they received from Vernon. Then on 10/20/15 he customer called in saying they were not paying. I (Betty) said I just spoke with your husband a little while back; he was very polite. And she said something along the lines of "I am not that nice or fooled so easily. We are going to the Revdex.com, google, and where ever else we can to smear your reputation.
The customers also called in for a pool closing on 10/8/15. They NEVER canceled it. Our technicians went out, said some equipment was undone and risers were in outlets where you blow the lines out until all of the plumbing underground has no more water, but they noticed the plumbing risers were not silicone. So they took them out, blew the lines until all of the lines underground have no more water in them, but then our technicians noticed that the risers were not siliconed. So they blew the lines, put antifreeze in those lines and siliconed the risers. That is why they got the bill for the pool closing. They did say they were not paying the bill and I said that's up to you, but I will take you to small claims court. Yes, I was upset, but I think they were going over the top describing me (Betty). The customer came into the store one hour later with a check. Kalle a sales associate asked her if she would like to speak with me (Betty), but she declined saying she didn't want to lose it again.
There are a lot of things that come into play with pools and spas, so you deal with basics and continue to deal with what is happening in your pool or spa. That's why Vernon said go into the store and talk with the ladies. That is how we build relationships. You just can't go down every rabbit trail and try to explain everything at one time. Vernon asked the customer if they have any questions right now, he said no and Vernon left as usual.
By the way, one customer was only at the home for 15 minutes during Vernon's instructions on the spa and was not there at all for the pool instructions.
P.S.
We just saved them a lot of money because the people who closed it did not do it right and they would have had a lot of broken pipes in the spring.
Sincerely,
Betty B[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owners wife admitted she was upset...she did not own the fact of being in the "wrong" when speaking to me. The words used simply have no place in the customer service industry. I still strongly feel a letter of apology need written. As for closing our pool 'properly', this is the first time we heard of this. Why wasn't this information disclosed in our phone conversation? I used a company called [redacted] who had in years past closed the pool. Saving us money by doing additional work was never brought to our attention until it was mentioned in this forum.
Hudson Pool and Spas has failed to reach out to us to simply ask...what can we do to make it right?

Complaint has not been closed I have been traveling with no access to email