Lakeside Swimming Pool & Supply Corporation

Having reviewed the above noted complaint, please review our response as follows.With respects to the initial complaint regarding the delayed installation, the delay was in fact due to Lakeside had not received the pool from distribution; an 18'x33' is not an inventoried item for usIt was promptly
ordered with distribution following the sale to the customer; however, the pool was unfortunately delayed upstreamThe liner was received in inventory well in advance of the pool, as they are sourced from a different vender than the poolLakeside unfortunately does not have any control over distribution, and/or manufactures; updates on the installation were communicated to the customer as they were made to us, and we regret any breakdown there-of.However, as a result of the delayed install, Lakeside waived substantial additional fees arising from excavation, fence dismantling, and fence re-installation that were not contracted for or part of the original purchase; as notated in line item #on the customer's contract, the homeowner is responsible for access & fence removal prior to the arrival of the excavation equipmentIt is necessary for the excavator to complete excavation within one hour of beginning the digIt is also assumed that the slope on site will be excavated to maximum slope of 12"; excavations greater than 12" and/or one hour are additionally billed out at $per hourMrs***'s excavation, fence removal, and re-installation timed out at an additional hours, with a cost of $962.50, which was credited to her account in good faith by Lakeside.As part of Mrs***'s purchase, her pool was winterized by Lakeside on 11/10/On 6/23/Mrs*** phoned to schedule her summarization, also included with her original purchase, and was accommodated with a summarization date of 6/29/As can be expected of a pool company operating in southern New England - prior to Fourth of July Weekend, Lakeside is normally booked out three weeks or moreLakeside recommends to their new service customers to schedule a Summarization before Memorial Day.At that point in time, Mrs***'s pool had lay dormant unfiltered, and other than the winterization chemicals - chemically untreated just shy of months during a very mild winter, and unseasonably hot SpringHer pool was in-fact green upon summarization, as certainly can be expectedThe service technician treated the water with initial chemicals, summarized the filter equipment, and lay out her cover on her lawn so she could wash it off; allow drying, folding and stowing away for the summerIt is Lakeside policy not to fold, and stow away algae ridden winter covers, for mold & mildew growth will formHer water level was not up to operating level as instructed prior to arrival of the scheduled opening, therefore the filter could not be ran and/or tested for leaks or damage.Mrs*** was instructed to bring a sample of water to the in-store water lab for testing to address the green water, and chemical imbalanceShe came in a number of times, consistently with low Chlorine levelsShe was directed to scrub the walls, and floors of algae, as well as to manually vacuum the poolMrs*** was told it was a process, and that because the pool had sat dormant for so long that it would take a week to two weeks to bring the clarity backLakeside retailed chemicals at a discount, and on her last two trips did not charge her for chemicalsIt was evident there was a degree of impatience with regard to the turn-around time, and with consistently lower than required chlorine levels, it was clear that the lab tech's recommendations were not being followed properly.On 7/1/a service technician was sent out to trouble shoot possible sand flowing from the filter return lineOn 7/6/the technician returned with a standpipe replacement, and addressed the issue causing the sand to flow into the poolLakeside viewed this service call as a warrantable item, and did not charge Mrs*** for the Service calls, and partsLakeside's service technician followed up to learn she thought sand was still emitted through the return from the filterHaving trouble shot the filter again - he did not find an issue with the equipmentIt is however, still under warrantee, and will continue to be responsive in addressing any future concerns as we have, and do with all our customers