Lake Champlain Pools, Inc.

I have reviewed the complaint that was submitted by *** *** with complaint ID of ***iwould like to take this opportunity to explain, in my opinion the circumstances surrounding the serviceprovided for this customerI will provide to the best of my ability a time line for the
requested serviceand an overview of the repair that was completed.On 4/21/a site visit was scheduled to estimate repairs needed for a spa that, "froze over winterand found empty"From the tech notes at this visit it was determined that there was damage tointernal plumbing and repair would need to be completed at our facility in PlattsburghThe location ofthe spa was at ** *** *** ** *** **At this point a verbal estimate would have been givento the customer, he was quoted $for pickup and delivery and it was estimated that the cost ofrepair to the spa could be between $and $The customer would have been informedthat this spa repair would have a low priority because of the high volume of pool related service on the:scheduleHowever, LCP would make a concerted effort to complete the repair ASAP.On 5/17/the spa was picked up from the customer's location and delivered to Lake ChamplainPoolsWe were able to begin work on diagnosis of potential leaks on 6/4/The process ofdiagnostics fora repair of this types can be time consuming because of drain and refillsAs leaks areidentified in plumbing the spa must be drained, positioned for repair and the repair completedOncethis is done the spa is again filled and test ran to identify any further leaksThe plumbing for this modelspa is encased in a hard foam insulation that requires removal prior to identifying and repairing leaks.With process taken into consideration this spa was drained and refilled four times to diagnose andrepair leaksIn some cases, spas, may are allowed to operate for multiple days to ensure the repair iscompleteOur repair for the *** spa was completed around 7/10/and was returned to thecustomer on the 7/12/2016.Prior to re-delivery of the spa the customer was presented with a final invoice for repair which was$2,He was upset at that point regarding the length of time for repair and contends that the finalbill was much more than he had expectedPrior to delivering the spa we reduced his bill by $fora total of $tax includedOn 8/11/the customer submitted payment in the amount of$1900.00, we again applied a discount to this invoice of $to address Mr***'s displeasure,On 1/31/Mr*** contacted LCP saying that since the repair he was adding more water than usual,he contended that this water loss had to be related to the repair that we completed in Wescheduled a service call for 2/8/to try and identify what the cause of the water lossThe techniciancould not identify for certain the cause of the leak but did notice that during our repair a drain line wasleft in a position that was inaccessibleThis was explained to the customer at the time of serviceIt wasour plan that the spa would need to be drained and positioned on its side to fix this issueThe initialplan that this work would be completed in the spring due to weather and location of spaThe fact thatthe repair would be completed in the spring was referenced in multiple e-mails received from Mr.***I would also like to address the fact that we had no communication with the customer between7/22/and 1/31/regarding any issues with the previous repair made to the spaIf we wouldhave been made aware of this issue prior to winter, we certainly would have the opportunity to correctit sooner.As always, I believe that Lake Champlain Pools strives to provide exceptional customer serviceI hopethat my summary of the circumstances surrounding Mr***'s complaint explains our position withthis issueIt is our intention to reposition the drain as soon as possible and eliminate this as a possiblesource of a leakWe will complete this work free of charge and also believe our previous repair wasdone to the best of our ability and our compensation for the repair was reasonable and fairIf youwould like any further information regarding our relationship with Mr*** please feel to contact me.Thank you.Thomas R***Service ManagerLake Champlain Pools, Spas & Stoves