Mettler Renegade Tavel Center

We have worked with this customer and customers' landscaper to mediate this issue of improper drainage around the poolWe have built this style project since until today and have not changed how we do the decking in question [redacted] does not want to recognize he has a surface drainage issue Clearly stated in our contract agreement, Carlton Pools is not responsible for final grading.Respectfully,Carlton Pools, Inc

My apologies for the late response We are currently working with [redacted] and are re plastering his pool this week

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Although Carlton Pools did fix the [redacted] problem today and did schedule to fix the leak on Friday, they dismantled my electric box at the pool site and drove off leaving it in that condition It was completely unnecessary for them to touch the inside of the electric box and I have no power at the pool whatsoever! Regards, [redacted] ***

Hi ***,
Not sure about scheduling concerns however, our workers are at the site as I write completing the finish repairs
As for the leak it is as I understand unrelated to the original work agreement
our service department will call the customer today to schedule the pump/piping
repairs
Be Well,
Joe,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I have tried to call the company and speak with the owner but no one has returned my calls since I filed this complaint It is difficult to resolve any issue via emails These cracks were not caused by improper winter coverageI have experts stating how it is do to improper construction of the dam wall and has leaks going into the spa from the pool well below the water line.I have been trying to reason and work with this company but it is very difficult to speak to anyone directly I do not see how it is excessive to ask the company to repair the wall damage caused by the cracks and re-tile the area where the tiles fell off due to the cracks I am not even asking them to pay for the tile just to do the labor.If the owner wants to continue to take such a hard stand that is his right I have rights also I would appreciate direct communication from the owner to determine how we resolve this My number is ***
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me. I will forward the water bill to Carlton Pools.
Regards,
*** ***

We were under assumption that Ms*** was going to send us her water bill We would gladly reimburse her for any lost water We are very sorry for her frustration and inconvenience

We have never said we would not repair cracks in the spa areaWe believe that the cracks are caused by improperly maintaining pool over the winter freezeTherefor Carlton has NO exposure to the repairs
We will go beyond our warrantee agreement; however, customer's demands that Carlton goes beyond the scope of our contract by replacing features well out of the warrantee period is holding up these repairs
If this customer does not agree soon to abandon his excessive demands I will take the repair offer off the table
J,

I spoke with Mrs* and have since taken care of replacing the pool cover pumps. Our Eco finish project manager did make a visit to the home and confirmed a repair to the surface for the spring of 2018. I cannot fix the service issues that have occurred with them but have assured
them I will do everything to make sure moving forward they are taken care of. I spoke to them about warranties and explained all our warranties are on the back of the contractI also discussed the warranties with Mrs* As Carlton is the exclusive installer of the specialized pool coating they have we will need to perform that repairAll the other issues that were written about in the letter have been taken care of, most prior to the complaint in mid summer. Paul R***

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

Carlton Pools has informed this customer that there is NO WARRENTTEE on decking.in writing (see contract agreement) Our whole industry does not warrantee concrete decking
Joe,

Hi [redacted]As this customer noted this is a 15 year old pool. The warranties on much of the pool has expired a long time ago. The shell is warranted for as long as the original buyer owns the pool. With some exceptions, the warranties are for shell leakage.That being said this buyer's pool does not...

leak. We extended the crack repair to this buyer ( at no charge) as a customer relations offer. All other repairs are beyond the scope of the original agreement.Bob wood has said he explained this to the customer at time of his visit.Respectfully,Joseph J S[redacted]President Carlton Pools,Inc.

We have worked with this customer and customers' landscaper to mediate this issue of improper drainage around the pool. We have built this style project since 1984 until today and have not changed how we do the decking in question.  [redacted] does not want to recognize he has a surface...

drainage issue.  Clearly stated in our contract agreement, Carlton Pools is not responsible for final grading.Respectfully,Carlton Pools, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Although Carlton Pools did fix the [redacted]  problem today and did schedule to fix the leak on Friday, they dismantled my electric box at the pool site and drove off leaving it in that condition.  It was completely unnecessary for them to touch the inside of the electric box and I have no power at the pool whatsoever!
Regards,
[redacted]

My apologies for the late response.  We are currently working with [redacted] and are re plastering his pool this week.