Kazdin Pools Inc.

Review: 1. Primary complaint is that Kazdin initially installed the pool heater (around 2008) without insuring that it was working properly. This was evidenced by the fact that the pool heater was shown to have an insufficient gas supply - as pointed out by Kazdin's technician in September 2013. This is after several years of disappointing performance.

2. A new gas line was installed in October 2013, but we delayed testing the heater under load until July, 2014 because the pool was closed and the weather was cold. The heater still does not work properly and has error messages on its display , including "service". We emailed Kazdin on Sunday, were told to send in our cc details on Monday and then were told on Tuesday that they would not schedule a service, nor even talk to us about the problem until Friday. Being busy was never mentioned.

(note - dates (before 2010) and prices quoted here are approximate, if necessary the original invoice could be found)Desired Settlement: An apology and the cost of one technician's visit ($133+tax).

Business

Response:

[redacted] purchased a replacement pool heater which was installed in June of 2009. [redacted] at that time was a full service pool client. We have a service ticket order #[redacted] dated 9/*/2010, noting the heater was working fine and set at 84F. We are not aware of any complaints in 2009-2010 about the heater malfunctioning. The season of 2010 was the last season we provided goods and services to [redacted]. [redacted] did contact us in September of 2013. We provided a free, no charge courtesy call. We indicated that there was a gas pressure problem. This is a problem not with the heater but with the gas supply. We did not hear from [redacted] again until recently. We did, in the end, not make any service calls to the property recently and recommended that [redacted] call his gas company for service. There were no charges made to [redacted]’s credit card. [redacted] has not received any services since 2010. [redacted] was provided with the heater manual and warranty at the time of installation. The warranty period is one year from date of installation.

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:

[Your Answer Here]

Their response has not successfully addressed either of the two complaints;

1. The heater was not installed correctly: The pool heater never had a sufficient gas supply because the line going to the heater was too long and too small. So it could not have been working as designed when installed in Sept, 2009.

2. Kazdin refused to service their product: After being informed by Kazdin that the gas supply was insufficient we corrected the problem as fast as possible - by October 2013. Unfortunately it was too cold to check the heater at that time, and we had to wait until warm weather returned in June 2014. We contacted Kazdin at that time for service which Kazdin refused to do. There was never any mention of warranty from our side.

[redacted]

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

Sincerely,

*

Business

Response:

1. The heater was installed correctly in 2009. Work order

number [redacted] dated 9/*/2010, the heater was checked during normal weekly service

and it was performing ok and was on and set to 84 degrees. Further when a

heater is installed by us, our contract states that electrical hook up and gas

hook up work is by others. He hired a gas company to reconnect the gas to the

heater not us.

2. Yes we performed a no-charge courtesy call to [redacted]

[redacted]’s heater and informed him that the gas supply, in our opinion, was no

longer adequate. Yes, [redacted] contacted us to provide services to his

heater. [redacted] has not been a client for several years. His request came on

July * right after our holiday work week. [redacted] requested he must be

present, he must be notified in advance of our arrival, and we can only come

before 10:00 am or after 1:00 pm. Based on our over committed scheduled, we

told [redacted] to call his gas company to check out the heater.

Further in an email dated July *, [redacted] noted that

the heater installed was not serviced by anyone but Kazdin Pools. We have never

provided “heater service” to [redacted]’s heater. As [redacted] was a full

service client for several years, he received both our Spring and Fall mailing

of information which has stated that you should have the heater serviced by

your gas company each Spring and have burner trays removed each Fall again by

the gas company.

This is our last response to this issue. We are sorry

that [redacted]’s expectations were not met. We did not feel we could meet his

time and notification requirements. We could not service him at Kazdin Pools Standards

and suggested he contact his fuel company being that he was not an active

client.

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:

1. There has been no change in our propane supply hardware since the heater was installed in 2009 (until Oct. 2013). If the heater was not getting enough propane in September 2013 it was not getting enough in 2009. The heater was a constant disappointment to us during this period, but we thought it was our fault somehow, not the original installation.

2. I said I would like to be present during the technician's visit, but that was never indicated to be a "dealbreaker", nor was Kazdin's busy schedule. In fact, at first the only concern was getting my cc details to Kazdin so they could schedule a visit. No mention was ever made of the fact that we were now second-class citizens because we no longer used Kazdin's services, even though we bought our pool heater and sand filter through Kazdin = No commitment to service what they sell.

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

Sincerely,

**