Kinney Pools, Inc.

Mrs***,
We appreciate your acceptance to our offer and even though we only go to your town on Tuesdays and Thursdays we will come out on September 10, to conduct any and all repairs needed to the filter/plumbing that were directly caused during the original installationPlease call us the morning of the 10th for an approxtime frame.
Thank you,
Owner

*** can verify our previous statementsNot sure where to go from here, the original request was for termination of the contract as well as return of the non-refundable deposit both of which we have happily conceded to. Regardless of *** rejecting this resolution, we will proceed with terminating the contract as well as returning to her the deposit as described in our certified letter. Thank you

*** ***
I am rejecting this response because deposit monies have not been returned, I received a letter today stating it will take 3-weeks to receive my refund, in which case is unacceptable being they wanted my money immediately In regards to the wetlands disturbance, it was a buffer disturbance which required a smaller pool which took close to months to get a quote on from Kinney pools as they were unreachable, the delays had nothing to do with the DEP, As for Mr***s office I was told on several occasions before canceling my contract that the topography was not done, *** and Kinney pools told me the same thing, so I am unsure as to when this all of a sudden got worked on, nor was there payment requested to be made as I have not received any calls or invoices for such payment waiting to be paidA prompt return of monies is requested before anything should be closedI am prepared to take this to court should this continue to linger further

As previously stated;
'If there are any issues with the filter we will gladly come back out and make the necessary repairsI cannot, however, vacuum their pool or conduct repairs to the system that we did not cause at no chargeI hope that Mr& Mrs*** will find this to be agreeablePerhaps if they have pictures of areas they are concerned about we can jointly review them.'
The fact that you have rejected our response that we will come out and fix any issues arising from the work that we did creates a confusing situationHow can you expect us to make repairs that go beyond the scope of work originally agreed upon without charging? Are you asking us to make repairs to the system that we did not cause and that you state existing before the filter at no charge? How is this reasonable?
In closing, we will gladly return to make the repairs to the filter and/or plumbing that is directly caused by any error on our endAny additional problem areas will be inspected and quoted for repairWe will take before and after photos and can schedule you as early as September 9th Please advise us as to whether or not this will work for you.
Thank you for your time

We are replacing the unit on 7/20/Mr*** has been informed

*** can verify our previous statements
Not sure where to go from here, the original request was for termination of the contract as well as return of the non-refundable deposit both of which we have happily conceded to.
Regardless of *** rejecting this resolution, we will proceed with terminating the contract as well as returning to her the deposit as described in our certified letter.
Thank you

Since this complaint, MrKinney has met the customer on site and worked out a resolution

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Fantastic company. Closed my pool great, professional service.I would highly recommend this company for all your pool needs!

Complaint: [redacted]
I am rejecting this response because:
There was one leak before the sand filter was installed.  There were many leaks after the improper installation of the new sand filter, as stated in the referenced ticket.
It is not fair that I should be charged for a service that was mistakenly performed.  It's not fair that I paid $695.50 for a new sand filter that deposits sand in my pool and at the back-wash outlet.
This company should stand behind its product and correct, without charge, the problem with its sand filter, as noted on ticket #[redacted].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

To Whom It May Concern;
On 6/12/14 we went out and installed a new filter. The technician marked on the ticket that there were several leaks on the system (not due to the filter) and that he was able to repair most of them during the filter installation. It was marked that there was...

still a leak at the top of the booster pump (we did not replace the booster pump). The customer signed the ticket. 
The customer did have us come out and conduct a commercial vacuuming on the pool on 7/3/14. The customer saw the technician there the entire time and upon completion the customer made the comment that he did not want the vacuuming and would not pay. That was not fair. 
If there are any issues with the filter we will gladly come back out and make the necessary repairs. I cannot, however, vacuum their pool or conduct repairs to the system that we did not cause at no charge. I hope that Mr. & Mrs. [redacted] will find this to be agreeable. Perhaps if they have pictures of areas they are concerned about we can jointly review them. 
Thank you for your time

At the time the contract was signed, we were unaware that [redacted] had...

disturbed the conservation/wetlands easement on her property. She had to remove the dirt restoring it to its initial and natural state to prevent any
further interventions with the DEP. This obviously increased the projected timeline. The topographical survey has been sitting completed at [redacted] for a couple of weeks now just waiting for [redacted] to make payment so that
they could release it to us. Without the topographical survey, especially in this case showing the DEP compliance, a permit cannot be submitted as it is incomplete. [redacted] is completely aware of this. She has decided to
continue to berate us regardless of our response indicating that even though we had absolutely no control over DEP regulations that we will in fact release her from the contract as well as return to her the non-refundable
deposit. At this point, we do not know what else [redacted] would like us to do.

At the time the contract was signed, we were unaware that [redacted] had disturbed the conservation/wetlands easement on her property. She had to remove the dirt restoring it to its initial and natural state to prevent any further interventions with the DEP. This obviously increased the projected...

timeline. The topographical survey has been sitting completed at [redacted] for a couple of weeks now just waiting for [redacted] to make payment so that they could release it to us. Without the topographical survey, especially in this case showing the DEP compliance, a permit cannot be submitted as it is incomplete. [redacted] is completely aware of this. She has decided tocontinue to berate us regardless of our response indicating that even though we had absolutely no control over DEP regulations that we will in fact release her from the contract as well as return to her the non-refundable deposit. At this point, we do not know what else [redacted] would like us to do.

Review: Upon opening my pool, I saw that there was a leak at the connection to the multiport valve. There were no other leaks in the system. To correct this problem, on May 31, 2014, I ordered a new sand filter and multiport valve from Kinney Pools, which was installed and paid for on June 12, 2014. Because of improper installation, a new leak occurred, which was corrected by re-installing the pipe connections on June 17. A further problem occurred because sand was coating the floor of the pool and piling at the back-wash line. This was confirmed by another service mechanic and noted on the job invoice. The invoice also stated that replacement sand was needed, along with sand removal, and a system check to determine why the new sand filter was discharging sand into the pool. On July 3, a service mechanic vacuumed the pool, but did not bring sand or do an evaluation of the sand filter. When I called to resolve this problem, the company representative informed me that no sand would be delivered and installed until I paid the $123.05 service charge for the vacuuming that I never specifically requested, and which had resulted from the malfunctionin of the new sand filter. I still have a leak at a pipe juncture, and more sand in the pool. On July 12, 2014. I sent a letter detailing this problem to Mr. [redacted] , President of Kinney Pools, requesting a satisfactory solution to this problem. I did not receive a reply.Desired Settlement: Replace the lost sand, replace or repair the malfunctioning sand filter, and repair the leaking pipes.

Business

Response:

To Whom It May Concern;

On 6/12/14 we went out and installed a new filter. The technician marked on the ticket that there were several leaks on the system (not due to the filter) and that he was able to repair most of them during the filter installation. It was marked that there was still a leak at the top of the booster pump (we did not replace the booster pump). The customer signed the ticket.

The customer did have us come out and conduct a commercial vacuuming on the pool on 7/3/14. The customer saw the technician there the entire time and upon completion the customer made the comment that he did not want the vacuuming and would not pay. That was not fair.

If there are any issues with the filter we will gladly come back out and make the necessary repairs. I cannot, however, vacuum their pool or conduct repairs to the system that we did not cause at no charge. I hope that Mr. & Mrs. [redacted] will find this to be agreeable. Perhaps if they have pictures of areas they are concerned about we can jointly review them.

Thank you for your time

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There was one leak before the sand filter was installed. There were many leaks after the improper installation of the new sand filter, as stated in the referenced ticket.

It is not fair that I should be charged for a service that was mistakenly performed. It's not fair that I paid $695.50 for a new sand filter that deposits sand in my pool and at the back-wash outlet.

This company should stand behind its product and correct, without charge, the problem with its sand filter, as noted on ticket #[redacted].

Regards,

Business

Response:

As previously stated;

'If there are any issues with the filter we will gladly come back out and make the necessary repairs. I cannot, however, vacuum their pool or conduct repairs to the system that we did not cause at no charge. I hope that Mr. & Mrs. [redacted] will find this to be agreeable. Perhaps if they have pictures of areas they are concerned about we can jointly review them.'

The fact that you have rejected our response that we will come out and fix any issues arising from the work that we did creates a confusing situation. How can you expect us to make repairs that go beyond the scope of work originally agreed upon without charging? Are you asking us to make repairs to the system that we did not cause and that you state existing before the filter at no charge? How is this reasonable?

In closing, we will gladly return to make the repairs to the filter and/or plumbing that is directly caused by any error on our end. Any additional problem areas will be inspected and quoted for repair. We will take before and after photos and can schedule you as early as September 9th 2014. Please advise us as to whether or not this will work for you.

Thank you for your time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I cannot accept this proposal as presented, but can accept the request to make the

appropriate repairs to the filter. We do not need our pool to be vacuumed. I have

repeatedly stated that I never made a request that my pool be vacuumed.

I am concerned that Kinney Pools continues to make misstatements that I have

repeatedly refuted in this correspondence. We originally had one leak at the multi-port juncture, which was the

reason for purchasing a new filter and multi-port. If I did not have this one

leak, I would not have purchased a new filter and multi-port for $695.50. After the new filter was installed, on that

same day, there were several leaks, which were not caused by me and did not occur

prior to the installation of the new filter.

I called to have the problems addressed that are noted on invoice [redacted], dated June 26,

2014. The filter needed to be checked for a malfunction, and the sand needed to

be replaced, and that is why the technician was scheduled to come out.

For clarification, I have attached a copy of the invoice that states what needed to

be done. It specifically states:

“New sand filter – 6-12-14 Plumbing goes from pump, heater,

then filter. Sand pouring out of returns and Backwash

- Pool is covered in filter sand.

- Pile of sand by b/w line.

*Removed key cover and checked spider gasket

*Will need to bring 200 lb of media sand and remove sand, check laterals, install new sand.”

It was not unreasonable for us to think that when the technician came out to repair the

filter in accord with the invoice, his vacuuming up the sand (i.e., “remove sand”) would be a part of the

repair service because the sand from the new filter was all over the bottom of

the pool, as noted in the invoice: “Pool is covered in filter sand.” Also, he did not disclose that there would

be a separate charge for vacuuming. If Kinney Pool believes that the vacuuming should not have been a part of the repair

service (although it is noted in the invoice that part of the problem is that the pool is covered in filter

sand), it should hold its technician responsible for the charge. His failure to

give notice that there would be an additional charge is an issue that should be

dealt with by the company as the technician’s employer and not borne by us as the

customers. Of course, it makes more sense for Kinney Pools to acknowledge that this would reasonably be expected to be a part of addressing the outstanding issues.

In closing, I do acknowledge and accept the company’s offer to return to make repairs to

the filter and/or plumbing that was caused by errors on their end, and to

replace the washed-out sand. This is reasonable and agreeable to me, and we are available on September 10 to have

these repairs completed. Please do not send the same technician who did not

bring the sand, but vacuumed the pool instead.

Regards,

Business

Response:

Mrs. [redacted],

We appreciate your acceptance to our offer and even though we only go to your town on Tuesdays and Thursdays we will come out on September 10, 2014 to conduct any and all repairs needed to the filter/plumbing that were directly caused during the original installation. Please call us the morning of the 10th for an approx. time frame.

Thank you,

Owner

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The most recent being Kinney pools was called three weeks ago to come and fix a newly installed pool heater and still have not come out to replace the item. The heater is less than a year old and I feel the item is either defective or sub-par.Desired Settlement: Replace this damaged item and stop passing your responsibilities as a business, to me the consumer. I don't have to place calls to a warranty company, I did not pay them to install a pool with pump and heater.

Business

Response:

Mrs. Ramos,

*e understand your frustration. No one wants to have any piece of equipment fail and certainly having your heater non-functional during the fall months is upsetting. However, Hayward has a special warranty representative in the area, his name is [redacted]. [redacted]. Hayward has set up a relationship with Mr. [redacted] for him to perform all warranty repairs on Hayward Heaters. Being as your heater does still have a warranty, we must proceed with Hayward protocol.

I have been advised that [redacted]. [redacted] has an appointment with you on Monday October 7th, 2013.

Thank you,

Kinney Pools

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It should not take the measures and aggravation your company has put me through for even something as simple as "warranty" work. October 7th is still over a month since I first called with the heater issue, that's one month of my life and my family's that I could not use my brand new pool that I purchaced from you. That time wasted can never be returned and my only hope is none more will be wasted waiting on your company.

Regards,

Business

Response:

Mrs. [redacted],

We understand your frustration and we will speak to Hayward about making more warranty reps available so that wait times are within reason.

Thank you for bringing this to my attention.

Thank you,

Review: We have been using Kinney pools to service and maintenance our pool for approximately 3 years. This year, our pool pump needed to be replaced. The heater Kinney installed 3 years ago has been having issues that we have been reporting to Kinney since installation. The heater did not operate this year when Kinney opened the pool. The manufacturer agreed to replace the three main boards in the heater at no charge. Kinney agreed to provide the labor to install the boards at no charge to us.

A Kinney employee installed the pump and he replaced the three boards in the heater. When the employee rewired the heater, pump and chlorine generator, he wired our chlorine generator to a 220 line rather than to a 110 line. The chlorine generator is 110 volts. The employee destroyed the circuit boards in the chlorine generator by wiring it incorrectly and supplying power to it. The employee tried to rectify the problem by replacing the fuse in the chlorine generator, but when he did, the chlorine generator began to smoke. The employee admitted to me that he incorrectly wired the chlorine generator and he would let his manager know that Kinney needed to replace it. The employee also could not get the heater to power on once he replaced the boards.

I spoke with [redacted], the owner, on June 18th. ** told me that his employee admitted to him that the employee had wired the chlorine generator to a 220 line and destroyed it. ** said he was going to replace the generator or replace the boards in the generator to rectify his employee’s mistake.

We had to have the manufacturer’s direct representative come repair the heater at a cost of $135 in labor. The manufacturer’s repair person informed me that the heater was not working because of errors in the connection of the replaced boards. I have left 6 messages for [redacted] over the last 2 weeks and have not received a return phone call. By his behavior, ** is showing that he does not intend to rectify his employee’s mistakes.Desired Settlement: Since Kinney is refusing to or unable to rectify the damage that their employee has caused themselves, I want to have a qualified pool service company repair the damage and to have Kinney reimburse me for the expense of repairing our chlorine generator and for the expense of having the manufacturer's representative repair our pool heater that the Kinney employee did not connect properly.

Business

Response:

We are replacing the unit on 7/20/15. Mr. [redacted] has been informed.

Review: We ordered a new liner from Kinney in April 2013 to be installed in May 2013. They finally installed June 2013. Unfortunately I have been calling with problems about the liner since then.

After a little time I noticed that there are a couple of defects in the liner in addition to the wrinkles on the bottom, bulging at the sides and the bugs coming in and out of the edge by the coping. The major dis-coloration is by the side of one ladder and there or three discolorations

by the main steps. I have been in contact continually with Kinney and all I get is a run around, I started to send emails to follow up.

Over three weeks ago **, the owner came over said he'd send Garrett Liners the next week. That didn't happen until I came back from vacation a called again. Again the run around. I clearly told him my son would be at the house and Garrett could come over.

October 18th, [redacted] from Kinney's office assured me that although Garrett told me that the defects were not covered on my brand new pool liner because either Kinney or I were to blame, I wasn't to be concerned with Garrett's response. We were Kinney's customer and our situation had been handled badly from the very beginning and they would get us a new liner and install this Fall. I didn't want to wait until Spring because I don't trust them to stand by their word. [redacted] said he'd call me Mon. 10-21. No call was made as promised so today 10-23-13 I called [redacted] who is delaying me again and changed his story that he didn’t assure me they would fix it and has to talk with [redacted] who is on vacation. He had a very negative attitude and I have no confidence they will fix this. I have been given the runaround from this company from the beginning. The only reason I went through with the purchase after the initial installation delays and lack of communication on their end was because they had my deposit and it was already June. No one should have to go through this. I feel swindled.Desired Settlement: We need a new liner installed immediately before my pipes freeze.

We want to sell the house and this liner will take away from our sell value. A buyer will not be happy with the quality of the liner nor will they have confidence in the warranty. Nor should they.

Sincerely Yours,

Business

Response:

The manufacturer has agreed to make a new liner at no charge and we will install the liner at no charge. This work has already been scheduled and the customer is aware.

Thank you

Horrific service and condescending staff. Will never use this company again and will warn everyone away. Absolutely disgusted with the lack of quality. How you are in business I don't know, maybe others are more accepting of unacceptable work and a complete lack of resolution.