Mirage Pool 'n' Spa

On Friday April 1st Mr*** called to schedule his pool opening and was told to have his pool filled prior to his appointment. He was placed on the calendar for a pool opening on Monday April 4th. On this date the service technicians went out to find after removing the
cover that the pool was extremely low on water and in a swamp-like condition. The service technicians chemically treated the pool and prepped the pool for final startup. Mr*** was informed that he needed to fill the pool before we could come back to finish the cleaning process
On Friday April 15th Mr*** called back to schedule this follow up service for the following Monday, April 18th. When our service tech showed up to the pool there was a telepole and other pool equipment in the pool which had punctured the liner, potentially in multiple spotsThe technician immediately took photos and attempted to call Mr*** to inform him of the situation. Mr***’s phone was disconnected; the service technician left a service order with notes regarding what he had found and to please call the shop. Mr*** called later this same afternoon and we explained that we had found the pool tools in the pool and that there were some holes in the liner. He told us that another pool company had told him to put all of his pool tools in the pool with a mustard algae treatment to sanitize them and noted that this may be the reason that the liner had a hole in it. We explained to him that when we came back to do that scheduled final clewe could also patch the holes at no additional charge because it is very easy and quick to do; at this point Mr*** expressed that he was not interested in paying for any service calls and expected the cleaning service to be done for free
On April 20th Mr*** called again to request a no-charge service to patch the tear in his liner which was already present when our service technician showed up on Monday the 18th; during this phone call he stated that the service technician who came out must have ripped the hole in the liner. Photos of the pool when our technician arrived at his backyard are attached; we would be happy to perform the initial service that Mr*** scheduled on April 15th (final clean up) at the rate and patch the torn liner at that time. We will not be performing a no-charge service for an issue that was pre-existing when we arrived at the location

First off Mr*** did not call to schedule the pool opening it was Mrs***I knew that my wife called to schedule the pool to be opened what I did not know was the dateAfter learning that they had come out and that we were supposed to add water I contacted Mirage on April 4th at 5:30pmI left my cell phone number because they asked if someone could call me back I said yes and received a phone call back from Chad at 5:PM (see attached phone log recordChad said the tech got the main drain going on the pump, he told me to fill pass the return lines and start the skimmerHe said that due to the tech’s schedule they would have to come back on a different date to complete the “final sweep.” I told Chad that I needed to get the pool cleaned because my house is on the market and we wanted to get the pool presentableI asked that I receive a phone call prior to Mirage coming back out to do the final sweep
In Chad’s response to the original complaint he states that I called on April 15th to request the follow up service on April 18thThis statement is untrue and a blatant lie by Chad and if it is not I would like Chad to prove it by providing a call logThe original invoice dated April 4th (see attached) states that they would be back in a couple of days to finish cleaning the poolMy original conversation was for Mirage to contact me prior to their return for the final sweepSo the question is why I would call on the 15th to schedule something that was already plannedAgain let me emphasize that this allegation of me calling to set up an appointment is another one of Chad’s lies
When I called on the afternoon of April 18th to ask why Mirage had come out to the final sweep prior to notifying me, Chad did explain that the tech found the pole in the pool and that he attempted to call my land line rather than my cell phoneChad also stated that the tech found a hole and would have patched it but did not have a patch kit with himI asked Chad why I wasn’t notified prior to them coming out like I had requested on April the 4thI explained to him that I had wanted to be notified prior to them coming out because I knew that it would be potentially longer than just a couple of days as stated on the original invoiceI explained to him that I swept and cleaned the pool up myself because I wanted the pool show ready for potential home buyersI told him the pole was in the pool because the pool store I bought my chemicals from told me to place anything that had been in contact with the pool in the waterWhen Chad leaned that I went to a different store he became agitated and said ok fine I won’t charge you for the final sweepI asked if they would patch the hole and he said no
I never expected the cleaning service to be done for free; I expected a call prior to their arrival so I could tell them I no longer needed the service since I did it myselfI don’t think that waiting days for them to comeback is reasonable especially when they state on the original invoice that they would be back in a couple of days
When I got home the night of the 18th I found that my sweeper had been turned o and it was stuck on the pole that was in the pool witched caused the pole to make a hole in the liner (the sweeper was turned on by the tech see attached second invoice dated April 18th)
When I called Chad on the 20th I stated that due to his tech coming out and starting the sweeper it made a hole in the linerI asked since you were going to fix it but your tech did not have a patch kit will you fix itChad said “no we will not fix it”I said Chad, it doesn’t even look like your tech swept the poolChad responded with “no he did not sweep he noticed the hole called the store to report it and I asked him not to do anything and to just come back to the shop.” I said then what did you bill me for? He then became angry and said “you are never happy with us” I said what are you talking about? He said that in he had to credit my some invoices for something they did and I was not happy aboutI asked him to explain and he did notI asked Chad if he was going to do anything about the hole he said no and that’s when I hung up
The fact that Chad lied about not having a different phone number to call me at, that I called to schedule service on the 15th and that he attempted to bill me for services that were not performed which he admitted to; simply prove his deception, lack of accountability and worst off his absence of any integrity what’s so ever
I am not requesting that I have the final sweep performed for freeMy pool is clean I have taken care of it myselfBut the fact that his entity is responsible for the damage to my pool and the fact that he is a blatant liar needs to be remediedI don’t want Mirage to come anywhere near my houseI want them to pay my cost for the pool company that I have hired to do the repairComplaint: ***I am rejecting this response because:Sincerely,*** ***