Modern Swimming Pool & Supply

As a company that has been doing business for years, dedicating that span to providing premier customer service, we are always dismayed to receive the vary rare occurrence of a complaintUnfortunately, the nexus of Ms [redacted] 's pool problem did not originate from our opening of her poolAs we tried to explain to her over the phone, often pool problems did not originate from the opening of her poolAs we tried to explain to her over the phone, often poo, problems that have developed over the winter or from previous season of use, surface upon commencement of pool operations in the springAs we explain to all of our customers (including this one), our poo, openings do just that, open the pool and ready it for summer useIf an issue regarding the pool or filtration system arises, it often needs to be addressed at another timeWe do not take it upon ourselves to make repairs, etc that are beyond the scope of work for which we were initially hired without permission from the homeownerWe attempt to reach the customer to obtain their permission before doing any additional repairsIf the customer is not able to be reached at that time, we perform the duties within the original scope of the work for which we were requested to do, and take any additional issues up with the customer at a later timeAgain, we tried to explain this to Ms [redacted] over the phone, but she belligerent and extremely disrespectful to our manager when we did soContrary to her claim, she was the one who hung up the phone on usAnd her fiancee never came in to speak with usOur reputation of years in business does speak for it selfOne of the reasons behind our success is our steadfast dedication to our customersAnd while it is impossible to please every single person, we certainly make every effort to do soIt is unfortunate that Ms [redacted] took to the internet to slander and denigrate a business that has done nothing but follow the practices of transparency that have guided it for over five decades, one that was started by the son of Italian immigrants that came to America looking for a better lifeIf If Ms [redacted] truly took issue with our performance she would have called us and participated in the rational discussion we were proposing to haveWe had every intention of standing behind our work ( as we always do) and doing anything to assist herWe respectfully ask for your consideration in this regardOur intention were and will always be genuine, unfortunately it appears the same cannot be said for Ms [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The rejection stems from the business not taking ownership in their lack of response to the concerns with the quality of installation After several unreturned messages and phone calls to the business, I posted the Revdex.com complaint The unprofessional comments alluded to in the business response is a childish way of passing blame an accepting responsibility for their actions Initially, the business would not commit to the date of instillation, which created my frustration initially The lack of communication from them is unprofessional and they even accepted that their customer communication needs to improve Relying on a history of business does not apply to our situation or the way we were dealt with, especially since there was a switch of ownership communicated that is experiencing some significant growing pains and business continuity issuesAttempting to blame the customer here is unacceptable and I will not accepted be a valid response to the initial complaint Regards, [redacted]

We regret to receive Mr [redacted] 's complaintAs a company that has been in business for over five decades, we have attained such success due to our steadfast dedication to professionalism and customer service and satisfactionAt no point in our dealings with Mr [redacted] were we at all disrespectful Unfortunately, it was he who made the denigrating comments to female staff members, which we find unacceptableMr [redacted] was understandably frustrated; the liner he selected was a rare, all white, custom pattern, the manufacturing of which took longer than expectedWe shared in his frustration, but unfortunately we were unable to control the manufacturing processWhen the liner arrived, we immediately sent our crew to his house to install itAfter installation , it is not uncommon for the liner edge to detach from the top track, and when we were informed by Mr [redacted] of its occurrence subsequent to there liner installation, we expeditiously dispatched our crew chief to his house to resolve the issueThe crew chief, adhering to our corporate policy and culture of providing unmatched customer service, applied liner lock to the entire pool edge, at no additional charge, as a courtesy, and as a means by which to convey our dedication to excellenceThe crew chief reported the customers stated satisfaction upon doing soWe were not made aware of any additional problems that arose subsequent to thatIf it was brought to our attention, we would have responded in the same way we had before, by addressing the issue and ensuring customer satisfactionIt is regrettable that Mr [redacted] , rather than coming to us and asking us to address any issues directly as he did before, instead took to the internet to disparage our companyAgain, our years of doing business in the great state of Rhode Island speaks for itselfOur main goal is, and has always been, to provide our customers with quality, personalized serviceThat is our intentWe question that of Mr [redacted] , who received that which he paid for and moreWe respectfully ask for your consideration in this regard.?

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I am rejecting this response as I was told they would inspect the equipment at pool opening which they clearly did not do. I'm not even sure who I spoke to on the phone as they failed to identify themselvesWhen I explained what was happening and why I didn't get in touch with them right away was because this was on the holiday weekendWhen I attempted to explain what was happening the person on the phone raised their voice and kept speaking over me repeating it was not their problem. for someone that has been in business for so long you would expect better customer serivceIt should also be noted that I have spoken with other people regarding the issues with my pool and they had very similar situation, as well as being sold expired chemicals. when they couldn't be reached on the holiday weekend and I went to the local pool supply store which the woman on the phone basically said I shouldn't have doneThe local pool store confirmed that a piece of the filter was brokenWhich again should have been caught at opening since the pool wasn't properly filtering in the skimmer basket. I meant to also respond to the business stating I slandered their business on the Internet.As I stated in my original and follow up complaints other customers experienced the same issues as me around the same times as outlined in the *** screenshot I've included.
Regards,
*** ***

As a company that has been doing business for years, dedicating that span to providing premier customer service, we are always dismayed to receive the vary rare occurrence of a complaintUnfortunately, the nexus of Ms***'s pool problem did not originate from our opening of her poolAs
we tried to explain to her over the phone, often pool problems did not originate from the opening of her poolAs we tried to explain to her over the phone, often poo, problems that have developed over the winter or from previous season of use, surface upon commencement of pool operations in the springAs we explain to all of our customers (including this one), our poo, openings do just that, open the pool and ready it for summer useIf an issue regarding the pool or filtration system arises, it often needs to be addressed at another timeWe do not take it upon ourselves to make repairs, etc that are beyond the scope of work for which we were initially hired without permission from the homeownerWe attempt to reach the customer to obtain their permission before doing any additional repairsIf the customer is not able to be reached at that time, we perform the duties within the original scope of the work for which we were requested to do, and take any additional issues up with the customer at a later timeAgain, we tried to explain this to Ms*** over the phone, but she belligerent and extremely disrespectful to our manager when we did soContrary to her claim, she was the one who hung up the phone on usAnd her fiancee never came in to speak with usOur reputation of years in business does speak for it selfOne of the reasons behind our success is our steadfast dedication to our customersAnd while it is impossible to please every single person, we certainly make every effort to do soIt is unfortunate that Ms*** took to the internet to slander and denigrate a business that has done nothing but follow the practices of transparency that have guided it for over five decades, one that was started by the son of Italian immigrants that came to America looking for a better lifeIf If Ms*** truly took issue with our performance she would have called us and participated in the rational discussion we were proposing to haveWe had every intention of standing behind our work ( as we always do) and doing anything to assist herWe respectfully ask for your consideration in this regardOur intention were and will always be genuine, unfortunately it appears the same cannot be said for Ms***.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The rejection stems from the business not taking ownership in their lack of response to the concerns with the quality of installation After several unreturned messages and phone calls to the business, I posted the Revdex.com complaint The unprofessional comments alluded to in the business response is a childish way of passing blame an accepting responsibility for their actions Initially, the business would not commit to the date of instillation, which created my frustration initially The lack of communication from them is unprofessional and they even accepted that their customer communication needs to improve Relying on a history of business does not apply to our situation or the way we were dealt with, especially since there was a switch of ownership communicated that is experiencing some significant growing pains and business continuity issues. Attempting to blame the customer here is unacceptable and I will not accepted be a valid response to the initial complaint.
Regards,
*** ***

We regret to receive Mr***'s complaintAs a company that has been in business for over five decades, we have attained such success due to our steadfast dedication to professionalism and customer service and satisfactionAt no point in our dealings with Mr*** were we at all disrespectful
Unfortunately, it was he who made the denigrating comments to female staff members, which we find unacceptableMr*** was understandably frustrated; the liner he selected was a rare, all white, custom pattern, the manufacturing of which took longer than expectedWe shared in his frustration, but unfortunately we were unable to control the manufacturing processWhen the liner arrived, we immediately sent our crew to his house to install itAfter installation , it is not uncommon for the liner edge to detach from the top track, and when we were informed by Mr*** of its occurrence subsequent to there liner installation, we expeditiously dispatched our crew chief to his house to resolve the issueThe crew chief, adhering to our corporate policy and culture of providing unmatched customer service, applied liner lock to the entire pool edge, at no additional charge, as a courtesy, and as a means by which to convey our dedication to excellenceThe crew chief reported the customers stated satisfaction upon doing soWe were not made aware of any additional problems that arose subsequent to thatIf it was brought to our attention, we would have responded in the same way we had before, by addressing the issue and ensuring customer satisfactionIt is regrettable that Mr***, rather than coming to us and asking us to address any issues directly as he did before, instead took to the internet to disparage our companyAgain, our years of doing business in the great state of Rhode Island speaks for itselfOur main goal is, and has always been, to provide our customers with quality, personalized serviceThat is our intentWe question that of Mr***, who received that which he paid for and moreWe respectfully ask for your consideration in this regard.?

We regret to receive Mr. [redacted]'s complaint. As a company that has been in business for over five decades, we have attained such success due to our steadfast dedication to professionalism and customer service and satisfaction. At no point in our dealings with Mr. [redacted] were we at all disrespectful....

Unfortunately, it was he who made the denigrating comments to female staff members, which we find unacceptable. Mr. [redacted] was understandably frustrated; the liner he selected was a rare, all white, custom pattern, the manufacturing of which took longer than expected. We shared in his frustration, but unfortunately we were unable to control the manufacturing process. When the liner arrived, we immediately sent our crew to his house to install it. After installation , it is not uncommon for the liner edge to detach from the top track, and when we were informed by Mr. [redacted] of its occurrence subsequent to there liner installation, we expeditiously dispatched our crew chief to his house to resolve the issue. The crew chief, adhering to our corporate policy and culture of providing unmatched customer service, applied liner lock to the entire pool edge, at no additional charge, as a courtesy, and as a means by which to convey our dedication to excellence. The crew chief reported the customers stated satisfaction upon doing so. We were not made aware of any additional problems that arose subsequent to that. If it was brought to our attention, we would have responded in the same way we had before, by addressing the issue and ensuring customer satisfaction. It is regrettable that Mr. [redacted], rather than coming to us and asking us to address any issues directly as he did before, instead took to the internet to disparage our company. Again, our 55 years of doing business in the great state of Rhode Island speaks for itself. Our main goal is, and has always been, to provide our customers with quality, personalized service. That is our intent. We question that of Mr. [redacted], who received that which he paid for and more. We respectfully ask for your consideration in this regard.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The rejection stems from the business not taking ownership in their lack of response to the concerns with the quality of installation.  After several unreturned messages and phone calls to the business, I posted the Revdex.com complaint.  The unprofessional comments alluded to in the business response is a childish way of passing blame an accepting responsibility for their actions.  Initially, the business would not commit to the date of instillation, which created my frustration initially.  The lack of communication from them is unprofessional and they even accepted that their customer communication needs to improve.  Relying on a history of business does not apply to our situation or the way we were dealt with, especially since there was a switch of ownership communicated that is experiencing some significant growing pains and business continuity issues. Attempting to blame the customer here is unacceptable and I will not accepted be a valid response to the initial complaint.   
Regards,
[redacted]

As a company that has been doing business for 55 years, dedicating that span to providing premier customer service, we are always dismayed to receive the vary rare occurrence of a complaint. Unfortunately, the nexus of Ms. [redacted]'s pool problem did not originate from our opening of her pool. As...

we tried to explain to her over the phone, often pool problems did not originate from the opening of her pool. As we tried to explain to her over the phone, often poo, problems that have developed over the winter or from previous season of use, surface upon commencement of pool operations in the spring. As we explain to all of our customers (including this one), our poo, openings do just that, open the pool and ready it for summer use. If an issue regarding the pool or filtration system arises, it often needs to be addressed at another time. We do not take it upon ourselves to make repairs, etc that are beyond the scope of work for which we were initially hired without permission from the homeowner. We attempt  to reach the customer to obtain their permission before doing any additional repairs. If the customer is not able to be reached at that time, we perform the duties within the original scope of the work for which we were requested to do, and take any additional issues up with the customer at a later time. Again, we tried to explain this to Ms. [redacted] over the phone, but she belligerent and extremely disrespectful to our manager when we did so. Contrary to her claim, she was the one who hung up the phone on us. And her fiancee never came in to speak with us. Our reputation of 55 years in business does speak for it self. One of the reasons behind our success is our steadfast dedication to our customers. And while it is impossible to please every single person, we certainly make every effort to do so. It is unfortunate that Ms. [redacted] took to the internet to slander and denigrate a business that has done nothing but follow the practices of transparency that have guided it for over five decades, one that was started by the son of Italian immigrants that came to America looking for a better life. If If Ms. [redacted] truly took issue with our performance she would have called us and participated in the rational discussion we were proposing to have. We had every intention of standing behind our work ( as we always do) and doing anything to assist her. We respectfully ask for your consideration in this regard. Our intention were and will always be genuine, unfortunately it appears the same cannot be said for Ms. [redacted].

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I am rejecting this response as I was told they would inspect the equipment at pool opening which they clearly did not do.  I'm not even sure who I spoke to on the phone as they failed to identify themselves. When I explained what was happening and why I didn't get in touch with them right away was because this was on the holiday weekend. When I attempted to explain what was happening the person on the phone raised their voice and kept speaking over me repeating it was not their problem. for someone that has been in business for so long you would expect better customer serivce. It should also be noted that I have spoken with other people regarding the issues with my pool and they had very similar situation, as well as being sold expired chemicals. when they couldn't be reached on the holiday weekend and I went to the local pool supply store which the woman on the phone basically said I shouldn't have done. The local pool store confirmed that a piece of the filter was broken. Which again should have been caught at opening since the pool wasn't properly filtering in the skimmer basket. I meant to also respond to the business stating I slandered their business on the Internet.As I stated in my original and follow up complaints other customers experienced the same issues as me around the same times as outlined in the [redacted] screenshot I've included. 
Regards,
[redacted]