John Joseph Custom Pools

Review: We hired John Joseph Custom Pools to provide the service of opening our in ground swimming pool on Monday, May [redacted]. We were charged $235 for the following services: removing the pool cover, putting the pool filtration system together and putting chemicals into the pool. By the next morning, it was evident to us that the pool's filtration system was not operating properly. My husband ([redacted]) requested that someone be sent to the house when he was home from work in order to explain to him what the problem was. An individual from the company went to the house while no one was home and tried to explain to [redacted] over the phone what the issue could have been. However, [redacted] was not able to understand the individual due to a language barrier. After many heated conversations between [redacted] and the company's office staff as well as conversations between me and the owner/office staff, nothing was done by the company in order to rectify this issue. We were told over and over that it would be, at a minimum, an additional $85 service charge to simply have another technician come to the house to look at the pool; it was never once communicated to us that if the problem stemmed from the initial pool opening service that was provided, the fee would be waived. At that point, we had grown so frustrated and angry with the company and their lack of concern and professionalism, that we contacted another pool company to assist us with the issue. On Tuesday, May [redacted] a pool technician/owner from another pool company came our house to assist us in alleviating the problems with the pool’s filtration system. The technician took apart the entire pool filtration system piece by piece in an effort to try to locate the problem. Based on the information provided to us from the technician, it appeared that: 1) the pool filter was not placed properly in the system. Therefore, the pool water was not filtering properly through the system; the water and debris were bypassing the filter and circulating back into the pool. And 2) there were two connections that were cross threaded. Therefore, there were air leaks within the filtration system, causing a lack of suction in the filtration system, in effect, causing the filter to not run properly. Both of these issues resulted in us not being able to get the pool clear and not being able to get the levels in the pool corrected (i.e., metals, pH, chlorine, hardness, etc). These issues were not alleviated until the other pool company came over to correct John Joseph Custom Pools’ mistakes.Desired Settlement: Based on the details noted in our complaint, we feel that it is the responsibility of John Joseph Custom Pools to refund our total cash payment in the amount of $235. It was apparent before we had even contacted another company that the pools filtration system was not operating properly, as a direct result of the service provided by their technicians. Subsequent to the service provided to us on May [redacted], we had to purchase hundreds of dollars in additional chemicals and incurred an additional service charge from another pool company, which we are not requesting a refund for.

Business

Response:

We had not previously performed any services for this customer prior to May of this year. They recieved our number as a referral from two of their friends who we recently installed a new inground swimming pool for. We did not close this customers pool last year and were only called there to open the pool. When we open a pool we hook up the filter system, remove the cover, install any dive boards, ladders, hand rails the customer may have, unplug the returns and skimmers, add skimmer baskets, put the minimum amount of chemicals needed, and make sure the pool is up and running. When the technicians got the filter running they noticed a leak at the motor housing and the filter. We advised the customer that they needed two gaskets which we do not carry on our vehicles. We also advised the customer that if they wanted us to perform the service it would be a service call plus parts. The customer refused to pay the service call, so they told us they had it repaired by a friend. It is impossible for our technicians to carry all possible parts that may be needed for the various types of pumps and filters. The customer was rude and threatening to the secretaries in the office during multiple phone conversations. We do not speak disrespectfully to our customers and we do not tolerate them being disrespectful or using profanity towards our staff. At this time, we are not willing to reimburse the customer. We performed the job that we were hired to do.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company has stated:

1) "We had not previously performed any services for this customer prior to May of this year. They recieved our number as a referral from two of their friends who we recently installed a new inground swimming pool for. We did not close this customers pool last year and were only called there to open the pool." -- I do not see how that is relevant. We do not have a complaint regarding the pool close from the prior year. Being a new customer should have no affect on this issue.

2) "When we open a pool we hook up the filter system, remove the cover, install any dive boards, ladders, hand rails the customer may have, unplug the returns and skimmers, add skimmer baskets, put the minimum amount of chemicals needed, and make sure the pool is up and running. When the technicians got the filter running they noticed a leak at the motor housing and the filter. We advised the customer that they needed two gaskets which we do not carry on our vehicles. We also advised the customer that if they wanted us to perform the service it would be a service call plus parts. The customer refused to pay the service call, so they told us they had it repaired by a friend." -- Please see the attached receipt which documents that we "need filter tank o-ring and service call for heater" It was not documented or communicated to us that TWO GASKETS were needed as well as a service call to fix the filter. Additionally, the diving board was not installed. We refused to pay an addition service charge as it was communicated to us AFTER we called SEVERAL times that they refused to come back to our home unless we paid the service charge, a service charge that they were ultimately charging us to have a problem fixed that their employees caused. After this company left our home without performing the services they were paid to perform, no other parts were purchased on our end and another pool company was able to come and fix the filter issue with no problems at all, without providing any new parts. It was not a FRIEND, it was competent pool company.

3) "The customer was rude and threatening to the secretaries in the office during multiple phone conversations. We do not speak disrespectfully to our customers and we do not tolerate them being disrespectful or using profanity towards our staff." This is another UNTRUE statement as threats were not made and no proof is available to support that. We were simply trying to have the issue rectified in a timely manner so that additional issues with the pool did not arise. It was extremely frustrating and upsetting that such a highly recommended company could be so unprofessional, unfriendly and unaccommodating to a new customer that was not happy with the service provided, or in this case NOT provided.

Based on the facts and circumstances noted above, my complaint has not been resolved and will not be resolved until we receive a full cash refund in the amount of $235.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The reason we had mentioned that we never closed her pool or performed any services prior to this pool opening is because if there were issues when the pool was closed it is not our responsibility to repair them without charging accordingly. Upon speaking to the customer regarding the issues we were told that they were choosing to have someone else repair the problem. After their problem was rectified they called the office to let us know that the company who repaired the issue said that our technician improperly hooked up the filter equipment. We asked them to please provide us with a receipt from the pool company that did the repair and/or telephone number so we can discuss the information further with a professional technician. After asking them to provide that information or have the company call us directly, we were told that he could not speak to us because "he is too busy". We are not going to refund any money. We did all serv ices that are required at a pool opening. Repairs are done at additional costs to the customer. In regards to the last statement we originally started discussing this issue with the husband who we then had to ask to please not call the office anymore due to him being rude, disrespectful, and threatening towards our office staff. It wasn't until that point did the wife begin to handle the situation.