Life in a Blender Family Medicine

Claim ID: [redacted] Dear [redacted] , Thank you for your emailWhen initially contacted to evaluate your pool equipment; you had stated the pool had been neglected and not maintained for over a year period of timeDuring the assessment of your equipment, we reviewed together; all components of your pool equipment As you acknowledged, your pumps, electrical, plumbing were not in good working condition With this, we provided an Estimate, with the understanding of additional work or replacement of equipment may be required upon further diagnosis of your equipment during the repair It is not our policy to repair or replace any equipment without customer knowledge, or approvalAt the time of agreement of additional or upgraded equipment, we did review all additional charges We received (2) payments of 50% of materials, which is per the Estimate agreement; payment terms and conditionsIn respect to the spa check valves, these were replacement to the ones you initially had The original ones had broken handles, and did not work properly Regarding the spa blower; during the initial assessment of the equipment, the spa blower would turn on, briefly run for 1-minutes, and then shut off, and trip the breaker The spa blower was not in good working condition, and was in the original estimate to replace There has been no additional charge for replacing the spa blower, except listed in the original estimate to replaceThe Pool Heater, does work At this time, we have not had an opportunity to make any adjustments in the plumbing valvesRegarding the appointment set with you for 3pm on Friday, February 12th, two repair techs were sent to complete the job, and review your concerns It’s unfortunate, as we thought since you had requested this time and day, you would be present for this appointment Per my repair techs, a resident of the property asked my techs to leave the job due to asking for final payment once the job was completedAs stated in many emails, prior to contacting the Revdex.com, we were and still are more than willing to set up a time to complete the installation, and review all equipment with youThis process should only take a few hours In turn, we look forward to our final payment Mornings or early afternoons are easier, should any additional parts be needed, so the job can be completed the same day of the meetingWe apologize for any misunderstanding or miscommunication regarding your repair, our policies and payment terms We look forward to a quick resolution and your responseBest, [redacted] Westlake Pool and Spa, LLCPlease Email or Call with any questionsThank you for your businessBest, [redacted] Westlake Pool and Spa, LLC [redacted] This electronic communication (including any attached document) may contain privileged and/or confidential informationThis communication is intended only for the use of indicated e-mail addressesIf you are not an intended recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibitedIf you receive this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and any attached document

I am perplexed on how to proceed furtherWe have over $4,worth of equipment on her property, and a balance dueFrom our end, we have only tried to resolve the situationAs I believe our email responses have shownWe have treated her with respect, and care for her concerns on the jobWe aren’t sure of her non-working equipment because she hasn’t complied with a date when we could return to the propertyThis is a first, to be accused of possible discriminationWe do not judge a customer on sex, color, religion or creedThere was no upsellingShe did agree to all the equipment installedAs she did attempt to pay the deposit for additional equipmentThe technician on the job has over 15yrs experience, and installed new equipment many times overPlease Email or Call with any questionsThank you for your businessBest, [redacted] Westlake Pool and Spa, LLC [redacted]

Complaint: [redacted] I am rejecting this response because: I went to add all this info to my dispute only to see it says it has been resolved which it has not been. I have put together pictures, ALL the email correspondence, all invoices, all payments made and my offer to close this matter. I will have to have another pool company come to fix what is not working. You can see the picture of the way the pool looks including the drained spa which wasn’t supposed to happen anymore since it didn’t always happen. When they came out the last time the two guys yelled at my partner when she questioned paying if it wasn’t working which they were very forceful about. I’m sorry but paying for something that isn’t fully functioning is not a good business practice. When she told them we would pay only if it was working they said they would just leave because we needed to pay whether it worked or not. That is not the type of company I want to do business with. [redacted] Please let me know if they agree to my offer. I really don’t want to have to get my lawyer involved. That is why I started with the BBB. Thank you so much for your help. Sincerely, [redacted] Promise only what you can deliver. Then deliver more than you promise. ~Author Unknown Regards, [redacted]

Complaint: ***
I am rejecting this response because:
No this matter hasn't been resolvedI still have non working pool equipment (a pool rapidly durning green & dirty to show for it) and a bill for things that aren't installedThey came in a removed stuff they shouldn't have only to then try to up-sale me once they figured out I needed what I already hadThey have not taken any responsibility for their part in all thisThey continue to blame the clientThe fact that their technician was way over his head and the fact that they just wanted to drop by without making appointmentsI work & have dogs on the propertyThose things need to be scheduledI told them that in the initial consultation. I honestly don't trust them on my property so I will need to hire security before they are allowed to do anything at my houseWhile I didn't put this in the initial complaint after everything that has gone on I'm not sure this doesn't have something to do with the fact that we are a same sex couple. Sent from *** ***

For pool/and or spa inspections, we do request either the buyer themselves or the buyers agent are present during or at the time of inspection. The buyer, a realtor himself, chose not to attend the pool inspectionPer our inspection policy, and stated on the pool inspection form, we do not
guarantee or warranty any components or systems of the pool or spa after the date of inspection. The inspection of the pool and/or spa is a visual examination. Conditions limiting or otherwise inhibiting inspection, are not the inspectors responsibility to clear, repair, or make visible. For your review, we have attached a copy of the inspection report.The pool inspection was done on 05/03/2016, with the complaint filed on 06/27/16. Rust build up on the metal support can be from condensation, or even a sprinkler. In addition, at the time of inspection, the landscape has not been maintained around the pool equipment area, which made difficult to see all components. It is unknown if the seller had moved out weeks prior to the buyer moving in. During this time, if the water level isn't maintained in the pool, the pump can lose prime, overheat, and cause a leak or damage to pump/motor. We understand the pressures and stress of purchasing and moving into a new home. As stated, our inspections are visual only. If we aren't able to see all equipment, we cant be held responsible for a leak which could or could not have been present at time of inspection. We apologize, but our policy is no warranty after the date of inspection. Therefore, no refund will be done. We apologize your experience wasn't to your satisfaction, yet, we did provide a service, and as thorough of an inspection as conditions allowed. We do wish you the best in all your future endeavors.Thank You

Complaint: ***
I am rejecting this response because:
We have been diligently thru email responses, been trying to resolve, and complete this job for you prior to you contacting the Revdex.com on February 15, The reason I contacted the Revdex.com was the way your guys acted the last time they were out and the way I was treated via email by ***We have stated in previous emails, we are not asking you to pay for work not completed, only to pay once the job is completedThat was absolutely not what was said that dayThey demanded to be paid no matter if it worked or notThe completion of your job should take only 2-hours’ time. The last items we need to install is the spa blower, the pool light breaker, and re-route a plumbing connection to allow for the spa to stay full, and install a check valve, if needed. Hmmm interesting because that day they were only coming to install the blowerThis is part of my issue with Westlake PoolsYou do need the spa blower, to get the correct pressure and flow to your spa jets when the spa is in operation. You are not being charged twice for this item. It was in the original estimate you signed for. Again interesting because I was told the new fancy pump was going to make that unnecessaryThat is why the pipes where cut to the ground and cappedAgain this is part of my issue with Westlake PoolsThe spa blower did need replacement because it was not pushing air, the seals were blown out. When the spa blower was in operation, the loudness of the motor was indication the bearing were going, which does require replacementI agree but then I was told I didn’t need it because the new fancy pump would push all the air I needed to have a great spaI sure wish I had a picture of Joe’s face when he turned on the spa to show me and it was less than a whirlpool tubThen you might understand We did review all your equipment together on December 3, 2015. We also had discussed since your pool was not either operational for 3+ years, or not taken care of; as well as being over years old, there could be or would be unforeseen items needing further repairI never said it was not operational for 3+ yearsIt was on the ***et in & so there is no way we could have had it nonfunctioningHere is a link to how the pretty the pool looked*** What I did say is I hadn’t been living at the house for years because I had been separated from my husbandIn regards to the spa draining, since the pool was un-operational for over years, there could be more underground issues with the plumbing. Or it could be as simple as a valve needing adjustment. We just need the chance to be on site to see the system to repair/diagnosisAgain wasn’t un-operational for 3+yearsYou said it needed check valvesTwo were installed but only one is now thereUnfortunately we (yourself and myself) were both not present when my techs were on the job site, February 12, 2016. Since you or I weren’t present on February 12, 2016, it is hard to say the actual events that occurred. This is why I had offered to meet you on February 16, 2016, at 10:00AM, and never received a response. Actually I was onsiteI was on the side of the house painting cabinet doors when two of my kids came home from work and heard your guys yelling at my partner all the way at the streetBy the time I went around to see what was going on they were goneThey were onsite a total of 5-minutesThey demanded to be paid even if it didn’t workWhen my partner said we would only pay if it works they stormed offThey did not handle it in a professional manner in any wayOf course the whole time that had been the case considering just showing up with no appointments, the trash left around the equipment (look at the pictures and one of his drink cans is still sitting on the wall behind the equipment) and cigarette butts left around the equipment/up at the street where *** parkedBut those are just side notesIt isn’t, and wouldn’t be our policy to demand payment whether a job was working or notOur policy states in the estimate, as well as invoices, final payment is due upon completion of the job, and customer satisfactionFunny because that is exactly what they didYou might want to double check that your employees know the policy thenWith being a native Texan, and believing in supporting local businesses, our parts are all bought through a local supplierI’m native Texan too and I believe that too but that doesn’t change anything we are dealing with right nowWe appreciate the pictures, yet our pricing cannot be compared with internet pricing. Pricing on the internet is wholesale, the part can be refurbished, or not come with the same manufacturer warranty. The MRSP listed on the internet parts you provided, are regularly priced higher, if not the same as you were chargedI know how this works as I use to own a retail storeYou buy wholesale and then *** it up to make a cut on the partsI will pay wholesale as that is only fair but due to the way this has all been handled I am not paying full price for this equipment especially since it doesn’t work the way I was told from the get goI am still going to have to have another company come out to fix itWith all the parts except the blower being onsite for over a month, they cannot be returned to the manufacturer, or sold as new. Therefore, we cannot remove what has already been installedThey haven’t been running but that makes senseBtw you didn’t answer why the heater was not itemized out on the invoiceAt the end of the day, while there may have been challenges with your job, we still want you to walk away being able to enjoy your pool as soon as possibleThat would have been all well and good if *** hadn’t gone off on meAt this point I just want to cut ties with Westlake Pools and call it “I should have picked the other company” which I will now have to do to find out how to get a working poolOur offer is as follows: To meet onsite Thursday, March 24, @ 1pm. I will be accompanying one of my repair techs. We will complete the remaining items above on March 24, We need to complete the job we started***, I’m sorry but my trust has been brokenI do not want y’all back on my propertyWe have to come to a settlement on the remaining balance on the invoice minus the items that are not installed or onsiteIt is obvious your team does not take responsibility for mistakes or they would have been ready to fix things long ago without pointing out every reason it couldn’t be Westlake Pools fault.
Regards,
*** ***

RE:  Complaint #: [redacted] Dear [redacted], Thank you for your note.  We have been diligently thru email responses, been trying to resolve, and complete this job for you prior to you contacting the Revdex.com on February 15, 2016. We have stated in previous emails, we are not asking you to pay for work not completed, only to pay once the job is completed. The completion of your job should take only 2-3 hours’ time.  The last items we need to install is the spa blower, the pool light breaker, and re-route a plumbing connection to allow for the spa to stay full, and install a check valve, if needed.  You do need the spa blower, to get the correct pressure and flow to your spa jets when the spa is in operation.  You are not being charged twice for this item.  It was in the original estimate you signed for.  The spa blower did need replacement because it was not pushing air, the seals were blown out.  When the spa blower was in operation, the loudness of the motor was indication the bearing were going, which does require replacement. We did review all your equipment together on December 3, 2015.  We also had discussed since your pool was not either operational for 3+ years, or not taken care of; as well as being over 15 years old, there could be or would be unforeseen items needing further repair. In regards to the spa draining, since the pool was un-operational for over 3 years, there could be more underground issues with the plumbing.  Or it could be as simple as a valve needing adjustment.  We just need the chance to be on site to see the system to repair/diagnosis. Unfortunately we (yourself and myself) were both not present when my techs were on the job site, February 12, 2016.  Since you or I weren’t present on February 12, 2016, it is hard to say the actual events that occurred.  This is why I had offered to meet you on February 16, 2016, at 10:00AM, and never received a response.  It isn’t, and wouldn’t be our policy to demand payment whether a job was working or not. Our policy states in the estimate, as well as invoices, final payment is due upon completion of the job, and customer satisfaction. With being a native Texan, and believing in supporting local businesses, our parts are all bought through a local supplier. We appreciate the pictures, yet our pricing cannot be compared with internet pricing.  Pricing on the internet is wholesale, the part can be refurbished, or not come with the same manufacturer warranty.  The MRSP listed on the internet parts you provided, are regularly priced higher, if not the same as you were charged. With all the parts except the blower being onsite for over a month, they cannot be returned to the manufacturer, or sold as new.  Therefore, we cannot remove what has already been installed. At the end of the day, while there may have been challenges with your job, we still want you to walk away being able to enjoy your pool as soon as possible. Our offer is as follows: To meet onsite Thursday, March 24, 2016 @ 1pm.  I will be accompanying one of my repair techs.  We will complete the remaining items above on March 24, 2016.  We need to complete the job we started. We ask you stay onsite until the job is complete, so we are able to show you your system, and the operation.  Also for us to review the final invoice, and receive final payment. Please let us know if this date and time will work for you. Or please suggest a date and time which meets your schedule.  Please know we cannot start the work after 3:00pm, and be able to finish or complete the work on the same day. We appreciate you getting back to us promptly.  As we too, want you to enjoy your pool with your family. Best, [redacted]

Complaint: [redacted]
I am rejecting this response because:
I went to add all this info to my dispute only to see it says it has been resolved which it has not been. I have put together pictures, ALL the email correspondence, all invoices, all payments made and my offer to close this matter. I will have to have another pool company come to fix what is not working. You can see the picture of the way the pool looks including the drained spa which wasn’t supposed to happen anymore since it didn’t always happen. When they came out the last time the two guys yelled at my partner when she questioned paying if it wasn’t working which they were very forceful about. I’m sorry but paying for something that isn’t fully functioning is not a good business practice. When she told them we would pay only if it was working they said they would just leave because we needed to pay whether it worked or not. That is not the type of company I want to do business with.   [redacted]   Please let me know if they agree to my offer. I really don’t want to have to get my lawyer involved. That is why I started with the Revdex.com. Thank you so much for your help.   Sincerely, [redacted]   Promise only what you can deliver.  Then deliver more than you promise.  ~Author Unknown
Regards,
[redacted]

Claim ID: [redacted] Dear [redacted], Thank you for your email. When initially contacted to evaluate your pool equipment; you had stated the pool had been neglected and not maintained for over a 3 year period of time. During the assessment of your equipment, we reviewed together; all components of...

your pool equipment.  As you acknowledged, your pumps, electrical, plumbing were not in good working condition.  With this, we provided an Estimate, with the understanding of additional work or replacement of equipment may be required upon further diagnosis of your equipment during the repair.  It is not our policy to repair or replace any equipment without customer knowledge, or approval. At the time of agreement of additional or upgraded equipment, we did review all additional charges.      We received (2) payments of 50% of materials, which is per the Estimate agreement; payment terms and conditions. In respect to the spa check valves, these were replacement to the ones you initially had.  The original ones had broken handles, and did not work properly.  Regarding the spa blower; during the initial assessment of the equipment, the spa blower would turn on, briefly run for 1-2 minutes, and then shut off, and trip the breaker.  The spa blower was not in good working condition, and was in the original estimate to replace.  There has been no additional charge for replacing the spa blower, except listed in the original estimate to replace. The Pool Heater, does work.  At this time, we have not had an opportunity to make any adjustments in the plumbing valves. Regarding the appointment set with you for 3pm on Friday, February 12th, two repair techs were sent to complete the job, and review your concerns.  It’s unfortunate, as we thought since you had requested this time and day, you would be present for this appointment.  Per my repair techs, a resident of the property asked my techs to leave the job due to asking for final payment once the job was completed. As stated in many emails, prior to contacting the Revdex.com, we were and still are more than willing to set up a time to complete the installation, and review all equipment with you. This process should only take a few hours.  In turn, we look forward to our final payment.  Mornings or early afternoons are easier, should any additional parts be needed, so the job can be completed the same day of the meeting. We apologize for any misunderstanding or miscommunication regarding your repair, our policies and payment terms.  We look forward to a quick resolution and your response. Best, [redacted] Westlake Pool and Spa, LLC. Please Email or Call with any questions. Thank you for your business. Best, [redacted] Westlake Pool and Spa, LLC. [redacted] This electronic communication (including any attached document) may contain privileged and/or confidential information. This communication is intended only for the use of indicated e-mail addresses. If you are not an intended recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited. If you receive this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and any attached document

I am perplexed on how to proceed further. We have over $4,000 worth of equipment on her property, and a balance due. From our end, we have only tried to resolve the situation. As I believe our email responses have shown. We have treated her with respect, and care for her concerns on the job. We aren’t sure of her non-working equipment because she hasn’t complied with a date when we could return to the property. This is a first, to be accused of possible discrimination. We do not judge a customer on sex, color, religion or creed. There was no upselling. She did agree to all the equipment installed. As she did attempt to pay the deposit for additional equipment. The technician on the job has over 15yrs experience, and installed new equipment many times over. Please Email or Call with any questions. Thank you for your business. Best, [redacted] Westlake Pool and Spa, LLC. [redacted]