MB Garage

I just received your letter dated July 31, Below you will find a list of all the facts that represent this customer and my CompanyFact #1: My company has been in business since the year Fact #2: To the best of my memory I have never received a letter from the Revdex.com in the past years with a single complaint from any customersFact #3: My company installed the pool in the year 1986, 20’ x 40’ rectangleFact #4: The pool leaked out over the winter due to a tear in the linerFact #5: The pool cover fell into the poolFact #6: The customer wanted me to look at the pool late winter; we had over feet of snow still on the groundHe wanted me to make a path to the pool shedFact #7: Once he plus feet of snow melted my brother and I looked at the poolFact #8: A liner proposal was sent out; proposal dated April 25, Fact #9: Customer sent in a deposit for the work to be done, check dated April 28thFact #10: The customer was told that until the liner was removed we would not know if the pool vermiculite bottom had any damage done over the winterFact #11: The original proposal state s in black and white that MINOR REPAIRS to the vermiculite bottom were included in the quoteFact #12: The entire shallow end, slope, hopper and most of the walls had to be repairedFact #13: I personally was on site doing the major repairs with a crew of another guysFact #14: We brought a huge motor mixer and a pallet of vermiculite on a trailer to repair the damage bottomThe customer was charged $for the major repairs, far from an overchargeWe had to mix in the front yard, approx 125’ from the pool We carried the mixed pool base in gallon pail to the back yardFact #12: The liner was ordered on May 8thFact #13: We received delivery of the new liner on May 26, 2015Fact #14: We were very busy and scheduled the liner to be installed on June 10thFact #15: We had other customer who had booked their liner jobs long before this customer I was not about to put him ahead of other patient customersFact # 15: We trucked in loads of water, agreed upon by the customerFact #16: We added salt the the pool and also gave the customer an additional 3-bags of salt to add if neededFact #17: We were hired to install this customer’s linerFact #18: We were not hired to balance his saltFact #19: We were not hired to repair or touch the customer’s heaterperfectly clear with the customer that I would not do any repairs on his heaterFact #20: The customer and his wife indicated that they had replaced the heater a number of timesThe heater was not very old but had problems, it is leaking when we turned on the filtration systemFact #21: The heat exchanger was leaking long before he liner replacement job that we had doneThe customer wants to blame me for the damage when it was already damaged before we had taken on the job to replace the linerFact #21: The heater damage has absolutely nothing to do with the job that we were hired for; we did not cause the damageThe customer is 100% wrongFact #22: All heaters have a safety built into the system that will not allow the heater to come on unless enough water is flowing through the systemFact #23: The heat exchanger is leaking for one and only one reasonThe water chemistry is not correct therefore the heat exchange has rotted out; this is due to the customer not taking care of the water chemistryWe have built hundreds of pools without main drain and we do not have a single problem with any of those heatersIn Conclusion I provided the customer with a proposalit is in great detail as to the work that we would be performing (see attached)I did not ever agree to balance the customer’s waterI did not ever tell the customer that I would fix his heater that was all apart when we looked at the filtration systemI have nothing to hide, that is why I have enclosed a copy of the liner replacement cost breakdown dated 4/20/and the revised liner replacement cost breakdown dated 6/10/The ppl was modified by another Company to a 20’ x 43’8” rectangle(see revised liner proposal dated 6/10/15)The customer cannot show one single document stating that I agreed to balance his water, put salt into the pool which we did as a favorWe put over bags of salt into the pool and gave him another 3-to use if neededThe customer cannot show one single document that states that we would be responsible for getting the heater to run, it was apart and I refused to work on itFinal Fact: In years in the business my company has not once been taken to court, what does that say to you about the way that I conduct my Company BusinessI take my business very serious and that is why I have taken the time to write this long letterIt is very odd that the customer did not give mention to the Fact That The Liner Was Installed To Perfection, The Job We Were contracted For

I do not want to get into a back and forth on this but at least wanted to note that several of the points (facts) are wrong or incomplete, including:Fact - There was no tear before they closed the pool in the fall of and it was never confirmed as to how/when the tear occurred (I don't think it can be confirmed that the tear occurred when the cover fell in), so there is no way for me to confirm that the closing was performed correctly or if the cover was put on correctly.Fact - I have a snow plow and plowed out paths to both the pool and the equipment shed, so was accessible. Per above I wanted to at least try to figure out why there was no water in the pool and if this was going to cause additional damage up to the spring, which appears to be the case with all of the issues with the vermiculite.Fact - I paid for the water, which was an additional ~ dollar cost on top of everything else. Fact - I asked for the opening to be added to the quote, which I was told over the phone that in this case would include the addition of salt and initial chemicals/balancing since this was different from a traditional opening (i.e., a winterized pool that had water in it already) - I basically asked for the pool to be ready to go, which was what I understood "opening" to denote on the quote. The pool was also well short of salt after I added the bags of salt that they had left - I went to *** *** *** the same day and purchased an additional bags of salt. I also balanced the pool with the chemicals that I had left over from since I perform my own maintenance/cleaning of the pool and always keep it balanced.Fact - Since they are stating that the heater was leaking when they turned it on it would have been nice to have been informed of this, especially in light of the fact that they closed the bottom pool drains without asking my permission or informing me of this afterwards. We have also only replaced the heater twice since (the first time was due to the heater that was in place when we bought the house being old and undersized) and the second time it was due to mice making nests in the heater over the winter and chewing through the system wiring.Fact - That is precisely the issue that I believe put additional stress on the heater. Since the bottom drains were closed, the water level in the pool dropped to a point where the skimmer closest to the diving board would repeatedly (every few minutes) run dry, which pulled a bunch of air into the system and caused the heater to turn off then back on every few minutes once that skimmer started drawing water again. Once I observed this happening I called Clearwater to alert them to this as well as to ask why the valve handle was missing from the bottom drain pipe. It took repeated calls and approximately weeks to get an answer on this and to finally be informed that they had made their own decision to block the main drains and remove the handle from the drain pipe. I still do not understand (a) why they decided to do this (was informed by my new pool servicing company that this was unnecessary), (b) why they didn't ask for my Ok to do this, (c) why they didn't initially tell me afterward when they finished the job and (d) why it took weeks/multiple calls for me to learn what they did.After all of this I was preparing to just move on and go with another pool company for future work. When I was informed by the owner towards the end of June that the drains had been blocked off I was told that they could reverse this with about minutes of work if I wanted. I called them back the next day (still in June) and asked for this to be done - they never showed despite repeated calls. I don't think this is being impatient - as a customer you expect at least a minimum level of customer service/respect, such as being given at least approximate dates for work to be done and not just being strung along and told every time that you call that "they will get to it soon" only to have another week pass with nothing being done. After waiting for a month for them to come over to do the minutes of work to unblock the drains I decided to file this complaint. It is also still my view that blocking the drains and the delays associated with me being informed of this put additional stress on my pool heater that led to its failure. After paying over dollars for the repairs and another dollars for water, salt and having a new company come out to assess the heater I am looking at another dollars for a new heater as well as dollars for a new elephant cover. With summers being short in the Northeast, I also consider my time with my pool and my children precious, and what should have been a month period for enjoying it has been shortened to approximately months on top of dealing with all of these issues, which is time and effort I will never get back.Fact - I have maintained my pool water chemistry in the correct ranges since I have owned the pool.?
Regards,
*** ***

I just received your letter dated July 31, 2015. Below you will find a list of all the facts that represent this customer and my Company. Fact #1: My company has been in business since the year 1979. Fact #2: To the best of my memory I have never received a letter from the Revdex.com in the past 35 years...

with a single complaint from any customers. Fact #3: My company installed the pool in the year 1986, 20’ x 40’ rectangleFact #4: The pool leaked out over the winter due to a tear in the liner. Fact #5: The pool cover fell into the poolFact #6: The customer wanted me to look at the pool late winter; we had over 5 feet of snow still on the ground. He wanted me to make a path to the pool shed. Fact #7: Once he 5 plus feet of snow melted my brother and I looked at the pool. Fact #8: A liner proposal was sent out; proposal dated April 25, 2015. Fact #9: Customer sent in a deposit for the work to be done, check dated April 28thFact #10: The customer was told that until the liner was removed we would not know if the pool vermiculite bottom had any damage done over the winter. Fact #11: The original proposal state s in black and white that MINOR REPAIRS to the vermiculite bottom were included in the quoteFact #12: The entire shallow end, slope, hopper and most of the walls had to be repaired. Fact #13: I personally was on site doing the major repairs with a crew of another 5 guys. Fact #14: We brought a huge motor mixer and a pallet of vermiculite on a trailer to repair the damage bottom. The customer was charged $3000 for the major repairs, far from an overcharge. We had to mix in the front yard, approx 125’ from the pool.  We carried the mixed pool base in 5 gallon pail to the back yard. Fact #12: The liner was ordered on May 8thFact #13: We received delivery of the new liner on May 26, 2015Fact #14: We were very busy and scheduled the liner to be installed on June 10thFact #15: We had other customer who had booked their liner jobs long before this customer I was not about to put him ahead of other patient customers. Fact # 15: We trucked in 4 loads of water, agreed upon by the customer. Fact #16: We added salt the the pool and also gave the customer an additional 3-4 bags of salt to add if needed. Fact #17: We were hired to install this customer’s liner. Fact #18: We were not hired to balance his salt. Fact #19: We were not hired to repair or touch the customer’s heater. perfectly clear with the customer that I would not do any repairs on his heater. Fact #20: The customer and his wife indicated that they had replaced the heater a number of times. The heater was not very old but had problems, it is leaking when we turned on the filtration system. Fact #21: The heat exchanger was leaking long before he liner replacement job that we had done. The customer wants to blame me for the damage when it was already damaged before we had taken on the job to replace the liner. Fact #21: The heater damage has absolutely nothing to do with the job that we were hired for; we did not cause the damage. The customer is 100% wrong. Fact #22: All heaters have a safety built into the system that will not allow the heater to come on unless enough water is flowing through the system. Fact #23: The heat exchanger is leaking for one and only one reason. The water  chemistry is not correct therefore the heat exchange has rotted out; this is due to the customer not taking care of the water chemistry. We have built hundreds of pools without main drain and we do not have a single problem with any of those heaters. In Conclusion I provided the customer with a proposal. it is in great detail as to the work that we would be performing (see attached). I did not ever agree to balance the customer’s water. I did not ever tell the customer that I would fix his heater that was all apart when we looked at the filtration system. I have nothing to hide, that is why I have enclosed a copy of the liner replacement cost breakdown dated 4/20/15 and the revised liner replacement cost breakdown dated 6/10/15. The ppl was modified by another Company to a 20’ x 43’8” rectangle. (see revised liner proposal dated 6/10/15). The customer cannot show one single document stating that I agreed to balance his water, put salt into the pool which we did as a favor. We put over 10 bags of salt into the pool and gave him another 3-4 to use if needed. The customer cannot show one single document that states that we would be responsible for getting the heater to run, it was apart and I refused to work on it. Final Fact: In 35 years in the business my company has not once been taken to court, what does that say to you about the way that I conduct my Company Business. I take my business very serious and that is why I have taken the time to write this long letter. It is very odd that the customer did not give mention to the Fact That The Liner Was Installed To Perfection, The Job We Were contracted For