J D Custom Pools & Service, Inc.

Handwritten Response

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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, although I'm not happy with her response Let me recap again and not go off Topic There was no defamation of character.
My complaint was: JD Custom Pools were hired to "Open" our pool, (that they installed and closed) In this opening, the pool should be ready for full use This includes: taking the safety cover off, lowering the anchor bolts for the cover below concrete level for safe walking around the pool; install the diving board, ladder, and hand rail; take plugs out; add some treatment chemicals, and prepare the filter/make operational They then handed us a bill for a complete opening
Question: When they left our home was this completed, NO. (diving board was not installed and safety cover anchor bolts were sticking above the concrete that they couldn't get lowered.)
We called JD Pools to get a resolution They did not call /text to schedule a time with us It was over months and we hadn't heard from them except for this complaint Therefore, no completed opening, no payment was givenI hired an *** pool company because I lost all confidence in JD Custom Pools to Call/test us to schedule a time to come back and complete the opening And the ability to fix/correct the unresolved problems they incurred while at our house(Note: all the issues were caused by them, they installed and closed our pool,, their oversight)
JD pools did not know we hired an *** pool company (at the end of July, summers half over) to resolve the JD pools issues
It doesn't matter "you were doing this for years", it is the workmanship of your people actually doing the work, knowing how to do it, and getting the job done satisfactory to the company and the customerThe people you send out represents your company So, to say I was impatient and I wrote something that was of "deformation of character", MY RESPONSE WOULD BE, YOUR COMPANIES ACTIONS SPEAK LOUDER THAN WORDS
Regards,
*** ***

First, I like to say *** *** this is deformation of character, and I will not tolerate this verbal abuse from you
Was the employee lying when he said he didn't know how to do the work, NO. In my reply didn't I say it was an oversight on our part, YESAfter the pool was opened, you called twice within a few days of the pool being opened Majority of the time you text me and I respond to you. Just like you texted to schedule the openingYes, I did respond to your complaintsKeep up with the deformation of character for myself and companyI can add more to your response, but being a business woman in business for years I will not lower myself to that levelI will take part blame in the oversight of your phone calls with a few days of the opening, but you must admit, you are also at fault hereHere is my final reply backI will make your account with a zero balanceSince you were impatient and won't take your part of the blame, you called another company, you paid them, it's completed
Thank You
Anna D***

[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:Anna, co-owner is lying.  Noted: Correction of the date, but there were 2 phone calls received by them that day and recorded other days (by JD pools) about the diving board anchors and safety cover anchors.  How many times do you need to call a company and ask when your issues are going to be addressed?    As for as the comments about unsafely wedging metal or wood to secure the bolt; I was standing by their nephew (employee on site) when Jeff (co-owner) told him to put metal or wood to wedge the diving board bolts.  Their nephew (employee on site) stated he did not know how to perform that and that they (owners) would have to come back with a solution.  Second, the safety cover anchors; they (nephew and other employee) tried to hammer down the anchors but did not succeed.  JD Pools response to repeated phone calls, to the office and to CO Owner, Jeff were unanswered.   
Yes, I am writing this complaint after 4 months, because this is how they treat people.  Obviously, they knew about the problems and decided not to address them, because they have records of us calling them, asking when they were going to return to address the said problems (unfinished work).  Therefore, they are not going to be paid for unfinished work.  Yes, I hired an [redacted] pool company to correct said problems and they did.  To properly fix the diving board bolts, this epoxy kit was needed (which originally should have been used when JD Pools incorrectly installed the diving board bolts in the first place).
I have documented pictures to show their unfinished work (Scheduled Pool Opening), and you can have their nephew (employee) testify to the inability to fix the diving board bolts.  If they knew how to fix the 2 issues, why wasn't it done at the time of the opening?  If they have the documented phone calls, why do they say they didn't know about the issues?  If they did know, why did it take 4 months to hear from them (in response to my filing of this complaint?
In my opinion, Anna (co 0wner) is not responding to my 2 complaints. The diving board bolts and safety cover anchors were not fixed at the time of the opening and within a reasonable amount of time.  They never tried to fix the issues.  Instead, Anna turns it around on the customer to say "they didn't call us enough, or they wouldn't do that".  Well, they are a company that does it.  I would not be satisfied until I receive the requested amount for the required epoxy kit and service visit by an [redacted] Pool Company,( WHO I ONLY HAD TO CALL 1 TIME and were able to address JD Custom Pools shoddy work).
 
Regards,
[redacted]

Review: JD Custom Pools was hired to open our inground swimming pool for the 2014 summer season. The same pool they installed in 2013 and closed at the end of the summer of 2013. They removed the diving board (their closing procedure as stated by Anna, JD owner) ,installed anchors for the safety cover, and installed the safety cover. JD Custom Employees came to our house on May 16, 2014. They could not reinstall the diving board because the anchor bolts were not secure and were not anchored properly into the concrete. The JD Custom Pool employees contacted part owner Jeffrey D[redacted], and he told them to wedge a piece of metal or wood to secure the bolts. This was not safe. They had no other solution. Also, the anchors for the safety cover were supposed to be screwed into the concrete below surface level, they could not be. The employees tried but were unable to get 13 anchors below level. I stated that was unsafe for people to be walking, and one employee stated, " tell them not to walk there." These anchors were in the middle of our walkway around the pool. After repeated phone calls (3) and text messages, I gave up. They never came to fix the problem. They billed me for the opening, which was never completed. I never paid them.Desired Settlement: I had to hire an [redacted]d Pool Company to fix / repair the diving board and fix the safety cover anchors. To properly install the diving board, there should have been a diving board support installed before the concrete was poured. JD custom pools forgot to install one. The other option was to install diving board anchors using specified anchor bolts / epoxy kit combo unit, which they did not. The [redacted]d pool company I hired to fix the problems left by JD Custom Pools had to purchase new bolts/epoxy kit for my installation. Included in this service call my hired [redacted]d pool company was able to fix / repair the 13 safety cover anchors that were above concrete level.

I would like JD Custom Pools pay for 509.99 (cost for fixing diving board/anchors) -$210 (JD Custom Pools Opening cost) = $299.99 (JD Check To Me)

Business

Response:

Handwritten Response.

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:Anna, co-owner is lying. Noted: Correction of the date, but there were 2 phone calls received by them that day and recorded other days (by JD pools) about the diving board anchors and safety cover anchors. How many times do you need to call a company and ask when your issues are going to be addressed? As for as the comments about unsafely wedging metal or wood to secure the bolt; I was standing by their nephew (employee on site) when Jeff (co-owner) told him to put metal or wood to wedge the diving board bolts. Their nephew (employee on site) stated he did not know how to perform that and that they (owners) would have to come back with a solution. Second, the safety cover anchors; they (nephew and other employee) tried to hammer down the anchors but did not succeed. JD Pools response to repeated phone calls, to the office and to CO Owner, Jeff were unanswered.