Keith's Pool Kare

Initial Business Response /* (1000, 7, 2015/12/16) */
Contact Name and Title: *** *** Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@yahoo.com
First, I would like to note that the person filing this complaint is not the person whom we were hired by, to do a
pool opening, at the location statedIn fact, we had never heard of the complaintant until November
On May 22, 2015, Ms *** *** called the store and ask us if we could open her inground swimming pool around June 3rdWe informed her that we had several pools still to open, but we could add her to the opening list and would get to her as soon as possibleOn June 12, 2015, our service crew showed up at Ms ***'s residents to open her poolThe consumer's complaint from *** *** states that "we" called in April for opening and didn't get opened until July, this is a statement
Upon arrival, they noticed what poor shape the cover was in very unsafe with holes, they also noted that the electrical situation did not meet standards, wires were exposed to the elements and needed an electrician to address these issuesAt this time Ms *** was called but did not answer the phoneBoth these issues were very obvious just by looking at the pool and pump areaOur service guys went ahead and did all of the opening except for getting the pump running (because of electrical issue) and adding initial chemicalsWe did not want to charge them for chemicals being added, when the pump wasn't circulating and chemicals wouldn't be effectiveAlso, by doing this, as soon as electrical was fixed they could have started the pump themselves and had the pool running and not be charged a second service call
The next day, June 13, 2015, *** called Ms *** and explained the situation to her, telling her that she would have to get an electrician to address the dangerous electrical situation, but once it was fixed, if they had trouble getting it up and running to give us a call backLater that day, Ms *** called back and wanted us to come back and put cover back on pool, she informed us that this was a rent house and she didn't want to spend the money on an electrician*** explained to her again that we could not put that severely damaged safety back on her poolShe was also told at this time that we would not charge her for the openingNever at this time was Ms *** told that she would be put on a closing list, like was stated in the consumer's complaintShe also stated that they called in July, August, September, and OctoberWe keep a daily log with all phone calls on them, and there is no record of them calling during those monthsOn November 5, 2015, first Ms *** called asking for a closing, then later that day, *** ***, stating that she was Ms ***'s daughter called asking for a closing, the lady taking the messages that day did not know of this situation and said she would put them on the closing listThen on November 10, *** *** calls back needing to know when pool will be closed because she had found snakes in the house*** spoke with her and explains the whole situation to her like he had told her mother Ms *** back in JuneShe states in the complaint, that this was the first time *** had been made aware of the situation, but as stated earlier he had been the one speaking with her mother in JuneYes, the owner, *** was out of town at a National Pool and Spa Show during this span of time in November when they were callingLater that day Ms *** called to tell us about the snakes and *** told her that he had already talked about this with her daughter earlier that day*** told them that the pool being uncovered was not the reason for the snakesThis house has fields all around it, and you can see the St Francis River and the borrow pits from their yardMore than likely, that is where the snakes came from*** did tell them both again, that we could not legally put a safety cover on with holes in it, the only way we could cover it was to put on a new cover, but if Ms *** wanted to put on her old torn cover herself she could*** even told her he would give her a safety cover tool if she wanted to come by the store and pick it upMs ***'s daughter did stop by the store and pick up the cover tool
There is no way we could put Ms ***'s safety cover back on her pool, it is too severely damagedIf a child or pet were to fall through one of the holes, they would drown before you could get the cover tool out and remove cover to reach themIn years of business, we have never had a pool customer not realize when their safety cover was in too poor of shape to be put back on a pool and be safe
The complainant, *** ***, did not get involved until November, this is the reason I feel there are a lot of wrong statements made in the complaintAlso, Ms *** was never charged for the service call of removing cover and getting pump and filter system ready
We also have our service guys take pictures when they are out on jobsI can send the pictures of Ms ***'s safety cover and electrical issues
*** and *** *** - owners