Keystone Pools Inc.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:1) After they explained the diving board I dropped the issue about installing.2) I need reimbursed for the parts they left blow all over my property in a wind storm and had to be replaced by [redacted] Pools3) I never said was having a bad day. I went there to buy chlorine.4) I was yelled at, and she was yelling over me.  I was not yelling over her. I am reporting terrible customer service.5) I deserve reimbursement and a free pool closing because of the awful treatment received.
Regards,
[redacted]

I received a phone call from [redacted] when we opened her pool.  She informed me the diving board and had not been put on the pool and asked if we would be returning to take care of it.  I explained to her our policy is not to work on diving boards due to liability issues.  She...

stated we removed the diving board when we closed the pool in the fall.  Again, I told her that we do not take boards off or put them back on. ( I later spoke with our tech and he verified he had not taken the board off when he closed the pool.  He said the board was on the pool when he and his assistant left the premise and [redacted] boyfriend was aware.  He assumed  the boyfriend had removed it after they left) During the conversation she talked over me and did not listen as I tried to explain.  Anytime I would continue to try to talk she became very irate and raised her voice insisting we had removed it and we should put it back on.  I explained to her the gentleman who was at her home is our lead tech and is part of the family and he knows better than to do that.  That's when she indicated there were parts missing and I told her they wouldn't have touched the parts knowing they weren't going to install the dive and I did not know what happened to her parts.  When she realized she was getting nowhere with me she then complained about the color of the pool water, suggesting we had charged her for chemicals when we closed her pool that we never added.  I told her we would never do that and that many of the pools we were opening had algae in them due to the milder winter temps we had which in turn caused the water temps to be warmer than normal.  I told her any time a pool is green additional chemicals are added by the techs prior to leaving.  She indicated nothing had been added since the pool was still green (a few hours later) and showing no signs of clearing I explained that it would not work that quickly, that it could take days and if it wasn't clearing in a few days she could have her water tested and add more chemicals.  Again she continued to insist we were in the wrong.  At this point I felt there was nothing more to be said because I could not  appease her.  She continued to speak over me and not hearing anything I was saying.  I told her I was sorry we couldn't satisfy her and that she should look for another pool company and I would not send her a bill for opening the pool. She told me that she still wanted to use our services but she wanted the dive installed, again I told her we do not do dives and based upon her insinuations about her closing and dissatisfaction with the opening I was choosing to not to continue the relationship because we obviously could not satisfy her.  [redacted] stopped by our store at a later date to schedule a pool closing, I was not in the office at that time but as previously directed by me the staff told her we would no longer service her pool.  She pleaded heavily with them to no avail.  She later called and asked for the manager, I took the call and told her as I had discussed with her at the time of her opening that we would not be servicing her, she apologized for that conversation saying she was having a bad day that day and she she would still like to use us.   Again I indicated we did not have an interest in doing business.  She persisted and after telling her several times we were not interested and her continuing to push for us to do it I did indeed hang up the phone because the conversation was going nowhere. I am not aware of any calls from her beyond that point. The service [redacted] was received was no different from what any other customer receives.  Diving board regulations have changed over the years.  With those changes we feel there is too much of an opportunity for a law suite to occur, we will not accept that liability for any customer, for any reason.  As for chemicals being added to her pool at closing a winter kit which includes granulated chlorine, algaecide and a stain and scale preventative were added as they standardly are.  The pool was tested with a test strip to ensure the chlorine level was up and if it had not been an additional shock would have been added, however in her case it was not necessary.  As for the additional chemicals required to clear her pool, although we do our very best to anticipate what a pool needs during the winter in order to open clear we could never guarantee a pool will never be green in the spring.  A pool requires many chemical changes throughout the summer for the water to stay clear and balanced.  The only way we could guarantee clear water at opening would require us to treat the pool several times throughout the winter, which simply isn't done.  I do not know for certain. but it sounds as though this was [redacted] first time dealing with a newly opened pool.  Seasoned pool owners will attest there are times when the water is green and additional treatments are required.  Our only guarantee is on the plumbing lines against freezing and breaking.We will not be bullied into re-installing a dive.  We did our best for her, which seems to have not been enough.  I am frankly confused by this whole thing.  We, according to her, didn't do anything right, yet she wants us to come back to make up for something she was not charged for.  A very polite no thank you is all we have to say. Vickie B[redacted]General ManagerKeystone Pools Inc301 E. Louther St.Carlisle, PA 17013

This person was never promised we could fix the liner we said we thought it could be fixed.  He asked about the sand,  and a sand change was recommend, he left us under the impression we were to do so then afterward said he never asked us to do that.  He was informed by the owner to...

forget the bill and not to contact us again.  I have no idea why he filling a complaint for a bill he never paid