Monroe Pool & Patio, LLC

From: [redacted]] Sent: Monday, July 18, 2016 1:25 PMTo: [email protected]: Complaint [redacted] > Please reopen. Response attached.TWIMC: I had spoken to a Revdex.com representative last week about my complaint (#11486192) which was just closed because we did not respond. The issue we had in replying on time is that I was traveling for work and my wife was left with just her iPhone to answer. Unfortunately, the Revdex.com website is a bit temperamental with mobile phones and she was unable to reply in time. Below is the response we were trying to submit before the deadline. As you will see, it’s imperative that we reopen the case and continue trying to come to a resolution as the business’s claims were completely false.  ----- After reading Monroe Pools’ response, it is very clear that they have a completely inaccurate account of the facts.  Before commencing with the work, Monroe Pools was provided with a full diagnostic report in order to disclose the condition and list of repairs needed for the pool. The crack that [redacted] is referencing was between the pool and spa wall where the spill over resided.  Instead of a full gunite pool replacement, we were advised by [redacted] the owner of Monroe Pools, that we could instead put a liner in and have a working pool by the beginning of summer. That was the only remedy that he offered. He never gave us a quote to demo and replace our pool with another gunite pool. As a matter of fact, by [redacted]'s own admission, he doesn't specialize in gunite pools and felt that after reading the diagnostic report, a liner would be the best option. According to [redacted] not only would a vinyl liner save us money and time but it would be smooth, soft and much more comfortable then a gunite pool. The measurement of the pool was done by Monroe Pools and sent off to [redacted], the manufacturer, to be cut and delivered. Weeks went by and we were told by [redacted] that we were just waiting for the liner to arrive. It turned out that he did not measure correctly, not the first, second or third time. It was on the 4th time that we returned home to see a representative of [redacted] and the local distributor measuring once again. It was explained to us by the manufacturer that [redacted] had not measured correctly three times before and had never sent them the foam template that they requested.  There was never any explanation, as [redacted] states, regarding wrinkling because of stairs or benches. Just the opposite, in fact. He stated that his pools never have wrinkling and when they do, that is a sign of a poor install. His exact words were "yeah some pools do have wrinkling and seams that don't line up but not mine". After the liner was installed he then said, "all liner pools have this, you can just use your hands to push them out." Continuing on to say, "once the pool heats up the liner will fit snug on the stairs, bench and floor. Eventually it will stretch out and fit perfectly.” "On a vinyl liner stair section the top riser that is mentioned by the home owner always has some play in it to allow for water fluctuation.” This problem is on all the risers, not just the top one.  I have never heard of this. I am not a pool expert but it is pulling away from the wall, stretched out and would not take much to tear or puncture it. It is clearly not a proper fit. "As far as the liner receding down the wall, it is very common for a vinyl liner to slip out of the bead receiver and recede down the wall when water levels over the winter rise.  It is a very common issue and is easily remedied by any pool professional."  The above claim does not address our situation.Upon installation, not a year, week or two days later.... The vinyl liner was never in the bead receiver and was receding down the wall in multiple places.When I pleaded with [redacted] not to leave before fixing it he said he would take care of it tomorrow and that he needed the guys to help him. Obviously, that didn't happen. He took the last payment from us and never corrected it.  "Again, there is no guarantee for a wrinkle less step or bench in a man made stair or bench system as stated in Monroe Pool and Patio's contract." Please show us the contract we signed where it states anything remotely like this. “Monroe Pool and Patio, LLC and the manufacturer were more than happy with the fit and installation of the vinyl liner in the swimming pool.” We don’t see how the manufacturer can be “more than happy with the fit” as they have never been back to our property to see it for themselves.  “The homeowner had Monroe Pool and Patio, LLC remove the spill over section between the spa and the pool making it very difficult for one filter system to adequately keep water levels correct in spa and pool.  Monroe Pool and Patio, LLC suggested to install a seperate filter system for the spa and leave existing filter system for the pool.  The home owner did not have the funds to do that. “ We never suggested that the spill over be removed. We were assured by [redacted] that the pool would be exactly the same in function with the pool free from leaks, cracks repaired, with the added bonus of a Vinyl liner. The only thing that would be removed was the caretaker in floor cleaning system. [redacted] told us that it was necessary to remove the spill over and that it wouldn't look right if we left it. He said it would be a plastic piece and could not be covered by the liner and that it was impossible to keep it.  There was also never a discussion or suggestion made for a separate filter system. That is just a blatant lie.  Before [redacted] started the work to the pool, the lines in the spa never leaked. [redacted] told us that he would pressure test the lines before he started. He reported that he found no leaks and felt confident to move forward and put the liner in. A couple of days later, we started to notice the water level in the spa going down. [redacted] told us that we just had to figure out the Jandy valve setting to get it to stay. When that didn't work, he had us plug the returns. He found a crack in a couple of the return fittings he put in. He replaced them with mismatched ones. He assured us that he pressure tested the lines and there were no leaks before he started the job. We then turned our attention to the liner itself as maybe that was leaking. At the end of summer, after weeks of having to constantly fill the spa with hose water, he never suggested a fix for the leak saying he wasn't sure where exactly the leak was. He then pressure tested again and found that the lines were now no longer holding pressure. To suggest that we did not pay him when asked or were never around is a complete fallacy. [redacted]wner of Monroe Pools was paid in full and never completed the work stated in the contract. He took advantage of our lack of knowledge and caused us time, money and damage to the pool. We still do not have full use of our pool as intended and have not been able to use the spa at all. We have been patient, cooperative and accessible during this and are becoming increasingly frustrated by the lack of professionalism of Mr. [redacted]. To take money and disappear with a job incomplete and subpar speaks volumes o[redacted]s lack of character,  honesty and integrity. -Mr. [redacted]

In response to the complaint on Monroe Pool and [redacted] I will first start by saying that the swimming pool that was repaired was a cracked gunite shell which could not be repaired for the budget that the customer was willing to...

spend.  I gave them the option of renovating the pool and transforming it into a vinyl liner pool for a third of the cost.  The vinyl liner that was installed in the swimming pool liner was measured four times with a lengthy A&B measurement. The measurements were performed twice by Monroe Pool and Patio,LLC, once by the swimming pool distributor and finally once by the vinyl liner manufacturers.  When Monroe Pool and Patio initially took the job to renovate the pool from a gunite to a vinyl liner swimming pool  it was explained to the home owners that by building a custom stair section and bench on the interior of the pool was definitely not to be guaranteed wrinkle-less due to the fact, that it is a man made structure and not with computer generated measurements.  All parties involved wrote off on the liner to be manufactured to A&B specifications.  The liner was installed and fit great according to Monroe Pool and Patio and the manufacturer.  On a vinyl liner stair section the top riser that is mentioned by the home owner always has some play in it to allow for water fluctuation.  Monroe Pool and Patio, LLC and the manufacturer were more than happy with the fit and installation of the vinyl liner in the swimming pool.  As far as the liner receding down the wall, it is very common for a vinyl liner to slip out of the bead receiver and recede down the wall when water levels over the winter rise.  It is a very common issue and is easily remedied by any pool professional.  As far as the spa is concerned, the vinyl liner was manufactured to the [redacted] specifications and installed properly.  Again, there is no guarantee for a wrinkle less step or bench in a man made stair or bench system as stated in Monroe Pool and Patio's contract. The homeowner had Monroe Pool and Patio, LLC remove the spill over section between the spa and the pool making it very difficult for one filter system to adequately keep water levels correct in spa and pool.  Monroe Pool and Patio, LLC suggested to install a seperate filter system for the spa and leave existing filter system for the pool.  The home owner did not have the funds to do that.   The spa does not hold water due to the fact that the return pipes leaked which Monroe Pool and Patio, LLC were told from the beginning that the pipes did not leak.  Monroe Pool and Patio did not address any plumbing in the spa until after we were aware the spa was losing water.  Monroe Pool and Patio, LLC then pressure tested the pipes and found that they did not hold pressure.  At that time, Monroe Pool and Patio did not have the time in our schedule to repair the return pipes in the spa.  Monroe Pool and Patio, LLC went above and beyond in our effort to please the homeowners.  We did many extras at no extra cost to the home owner and was in frequent contact and made many service calls at no charge to the homeowner to keep the homeowner happy.  Contract was fulfilled and signed and paid in full.  Monroe Pool and Patio, LLC is no longer interested in working for the complainant due to the fact that every time it was time to make a payment or communicate about the pool, they were no where to be found. The complainant made it very difficult to complete the job in a timely fashion and get paid for work performed as drawn out in the contract.