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Nemo Pools, Inc.

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Reviews Nemo Pools, Inc.

Nemo Pools, Inc. Reviews (6)

We did install a inground pool for the customer in October The last time we serviced the pool was May In June of we were informed by the customer that he had some scratches/pitting corrosion on his copingWe sent a crew out and they found that the coping had a small amount of
corrosion on it We told the homeowner that we would contact the manufacturer of the pool Pacific poolsWe informed him at the time that we do not hold the warranty on the product Pacific Pool doesWe told him we would pass the information on to the manufacturerAgain stating that we are not in charge of the warranty, but we would be glad to contact Pacific PoolsWe contacted Pacific Pools and shared their response with himThey said "it is not a warranty issue, they were not sure what caused it but they have seen it beforeWe could not provide a service history for them as we had not been servicing the pool.They suggested a filler from a hardware storeAnd they would give us some touch up paint for the coping to give to the customerWe did that.Then we did not here anything until May The customer felt the corrosion had gotten worseSo we went out again to inspectWe did not find anything out of the ordinaryIt did not appear to be an issueAs pools age they do require touch up paint to be applied to pool componentsAnything that is exposed to the elements and chlorinated water will have wear and tearWe do not feel the corrosion is extreme or anything out of the ordinary for a year old pool

[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: I know several people with pools a lot older then mine that do not have this problem. In 2011 when I first told Bob N[redacted] about the holes in the coping he stated he had never heard of that before. The second time I talked to him a few days later, he said he had talked to his technician and they had seen this issue on one other pool. Now he is stating this is normal wear. We are not talking just a couple corrosion holes. The coping is filled with holes all the way around the pool. The holes are getting bigger and more of them are showing up all the time. The corrosion appears to be coming through from the back side of the coping  Filling them with a putty and painting over them which was Bob N[redacted]'s solution is not going to work. Bob N[redacted] can not make me believe that having to dig up all the concrete and replacing all the coping on an eight your old pool is normal and to be expected. I had gotten several quotes from different pool companies before deciding to go with Nemo Pools. Although Nemo's quote was higher I went with them because I thought Nemo was a reputable company that would stand behind their products. 
Regards,
[redacted]

We understand this is a frustrating situation for this pool owner. Again as we stated before we do not hold the warranty on the pool itself. That is held by Pacific Pools. We have included a copy of the warranty in an attachment for the pool owner. It clearly states that for the first  five years we can contact Pacific for the customer regarding warranty issues. After five years the pool owner is to contact Pacific directly. Nemo Pools has no say in whether this is a warranty issue or not. The solution from the manufacturer was to give the pool owner touch up paint this was not Mr. N[redacted]'s solution it was passed on from the manufacturer. As stated before at the time of the reported issue we had not been to the pool in several years.  Many things can cause corrosion  some of those things could be environmental or pool chemistry. Therefore we have no way of knowing if these things are the cause or not.  The issue with the other pool the pool owner speaks of ended up being chemical damage and was much more severe.  We do our best to handle issues when we can but we are not the manufacturer.

Review: I purchased a new pool liner and installation from Nemo Pools which was installed 5/29/2013. Prior to the liner being installed, a small amount of existing water needed to be pumped out of the current liner. This was done by Nemo using their water pump and hose. When one of their workers brought in the hose that hooks up to the pump(had a metal end) , he threw it along side the pool and hit the outside of the pool and slid along the side of the pool as it fell to the ground causing multiple gouges into the aluminum sidewall. I witnessed this as it happened. One of the other workers actually said " Hey, watch that hose" and they both quickly looked at me. After the liner was put in I called the installer back to look at the damages within 5 minutes. [redacted] (installer) came back to the house within the hour, looked at the damage and said he will notify his boss. A few days later [redacted] and [redacted] (boss) both came to the house to see the damage. [redacted] said "its nothing to worry about, not a big deal. Would your wife be happy with some chemicals to make this go away" and I replied " I don't think so, I will have her contact you".

[redacted], my wife, contacted [redacted] on 2 seperate phone calls and again was offered chemicals to "make the problem go away". She told him she was not satisfied with that and [redacted] said to give him a couple days to think about things and he would contact us. 2 weeks went by, never heard anything and when she called him this time he responded "he doesn't believe his employees caused the damage so he is not responsible for the damage to the pool".

I followed up with another pool company they told me that this will be the weakest spot of the pool and the damage will cause this spot to oxidize faster causing the sidewall to deterioate alot sooner than a pool without damage.

We bought the best pool Nemo sold at the time, purchased all supplies from them since 2001 until the present and this is truly a horrible case of customer service and a gross negligence on their part. Furthermore, we had to clean up many cigarette butts from their workers in our yard, around the pool in the mulch and in the driveway where they were parked. We will no longer be using the services of Nemo pools. Our pool had a 40 year warranty prior to this but now since it has been damaged this will void the warranty in this area and shorten the life of the pool sidewall. [redacted] gave the estimate on the pool prior to work being done and he knows for a fact there was no damage in this area of the pool.Desired Settlement: would like full refund of liner cost $1467 + additional $2000 for shorter pool life, voided warranty, cosmetic damages and cleanup of their debris

Business

Response:

To whom it may concern,

Thank you for the opportunity to explain our position. We did in fact install a liner on 5/29/2013 for this customer. Everything seemed to go fine and the homeowner was present during the job. He talked to our foreman numerous times during the installation. Never once did he mention anything about our hose hitting the wall and causing damage. If he did see it occur it is odd that it was never mentioned. Especially when we collected the payment at the completion of the job. After our foreman left he did recieve a complaint call from the homeowner and went out immediately that evening. The spot in question was very hard to see and impossible to determine what happened. When we do an estimate we only look for major wall damage. So we have no idea if this spot was there or not. The wall does have other larger imperfections and dents and scratches from the normal wear and tear of a 12 year old pool which is to be expected. The pool is in decent shape for a 12 year old pool . That pool has an expected life span of about 20 years. The homeowner was not happy with this explanation so our owner went back out with our foreman. Again we could not determine the cause. We offered the customer a season supply of chemicals as an act of good will. We still did not feel we caused the damage. However we felt we should do something because of the other complaint about cigarettes in the yard. We do feel that is unacceptable and the employee was reprimanded for the cigarette issue. Our owner did ask "what would you like us to do?" We were told " I don't know you decide". This was a puzzling answer to us. A few weeks later we were informed that they wanted a new wall. We responded that we would not be doing that. We have had no further contact. We do not feel we are responsible for all the previously stated reasons.If we did cause the dent (which we do not feel we did) it is cosmetic and consistent we normal wear and tear of a 12 year old pool . That is the benefit of an aluminum pool dents, scratches, and other imperfections do not cause a problem. Our guess is the "other pool company" is talking about a steel pool. We are still willing to supply a full season supply of chemicals for the cigarette issue.

Thank You,

Nemo Pools Inc.

Review: Nemo pool installed an in ground pool for me charging me in excess of $32000.00 . Within 5 years the pool coping started to corrode out and has pin holes in it. Bob N[redacted] told me he had never seen this before. He gave me some epoxy to fill in the holes. As time went by the corrosion got worse. When I complained to him again he said there was nothing has could do about it. For the amount of money I spent on the pool this coping should have held up a lot longer then it did. Since the coping is cemented in it will cost me a lot of money to have it replaced.Desired Settlement: Nemo pools stands behind their product and replaces the detective coping that they installed around my pool.

Business

Response:

We did install a inground pool for the customer in October 2006. The last time we serviced the pool was May 2008. In June of 2011 we were informed by the customer that he had some scratches/pitting corrosion on his coping. We sent a crew out and they found that the coping had a small amount of corrosion on it. We told the homeowner that we would contact the manufacturer of the pool Pacific pools. We informed him at the time that we do not hold the warranty on the product Pacific Pool does. We told him we would pass the information on to the manufacturer. Again stating that we are not in charge of the warranty, but we would be glad to contact Pacific Pools. We contacted Pacific Pools and shared their response with him. They said "it is not a warranty issue, they were not sure what caused it but they have seen it before. We could not provide a service history for them as we had not been servicing the pool.They suggested a filler from a hardware store. And they would give us some touch up paint for the coping to give to the customer. We did that.Then we did not here anything until May 2014. The customer felt the corrosion had gotten worse. So we went out again to inspect. We did not find anything out of the ordinary. It did not appear to be an issue. As pools age they do require touch up paint to be applied to pool components. Anything that is exposed to the elements and chlorinated water will have wear and tear. We do not feel the corrosion is extreme or anything out of the ordinary for a 8 year old pool.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I know several people with pools a lot older then mine that do not have this problem. In 2011 when I first told Bob N[redacted] about the holes in the coping he stated he had never heard of that before. The second time I talked to him a few days later, he said he had talked to his technician and they had seen this issue on one other pool. Now he is stating this is normal wear. We are not talking just a couple corrosion holes. The coping is filled with holes all the way around the pool. The holes are getting bigger and more of them are showing up all the time. The corrosion appears to be coming through from the back side of the coping Filling them with a putty and painting over them which was Bob N[redacted]'s solution is not going to work. Bob N[redacted] can not make me believe that having to dig up all the concrete and replacing all the coping on an eight your old pool is normal and to be expected. I had gotten several quotes from different pool companies before deciding to go with Nemo Pools. Although Nemo's quote was higher I went with them because I thought Nemo was a reputable company that would stand behind their products.

Regards,

Business

Response:

We understand this is a frustrating situation for this pool owner. Again as we stated before we do not hold the warranty on the pool itself. That is held by Pacific Pools. We have included a copy of the warranty in an attachment for the pool owner. It clearly states that for the first five years we can contact Pacific for the customer regarding warranty issues. After five years the pool owner is to contact Pacific directly. Nemo Pools has no say in whether this is a warranty issue or not. The solution from the manufacturer was to give the pool owner touch up paint this was not Mr. N[redacted]'s solution it was passed on from the manufacturer. As stated before at the time of the reported issue we had not been to the pool in several years. Many things can cause corrosion some of those things could be environmental or pool chemistry. Therefore we have no way of knowing if these things are the cause or not. The issue with the other pool the pool owner speaks of ended up being chemical damage and was much more severe. We do our best to handle issues when we can but we are not the manufacturer.

Review: On Thursday September 26th my pool was closed for the season by an employee of nemo pools. Ordinarily the lines are blown out and plugged,the filter is cleaned, and the plugs on all of the pumps and heaters are removed. Finally the chemicals are added and the cover is put on. This time the filter was not cleaned,the drain plugs in the heater and polaris pumps were left in with water behind them and there was chlorine closing chemicals all over the pool deck. I spent most of the following Sunday cleaning up the mess but I was unable to remove the stained off the bull nose tile on the edge of the pool. Chuck the service manager came out the following Thursday and proceeded to tell me that his men had a great job and that they were not interested in fixing the tile they had damaged. I have pictures of everything I have written here . He did decide to clean the filter while he was there.Desired Settlement: Refund the costs of the repairs and admit that the work was done poorly

Business

Response:

On Thursday Sept 26th we went out to close the pool @[redacted]. in [redacted] MD. On Saturday September 28th the customer contacted us with his credit card information and paid his bill. He did not mention anything about any problems he had with our services. On Sunday Sept. 29th he left a message saying we spilled chlorine on his deck. Our service manger returned his call on Mon. Sept. 30th. Our service manager offered to come out the next day and look at the issue. The homeowner said he would rather wait until Thursday morning so he could be there. So they agreed to meet @ 8:30 on Thursday. On Tuesday Oct 1st the homeowner left another message for our service manager. He wanted to talk before we came back out. He was called back again he said the plugs were left in the booster pump and heater. He was told that we blow the lines out and then put the plugs back in. He also said he did not think the filter was cleaned. Because his faucet out back did not work. We asked our crew and they said they backwashed the filter put could not clean it because the water would not work. Our service manager met the customer on Thursday Oct 3rd @ 8:30. They discussed the filter 1st we checked behind the plugs and there was a small amount of water which is normal. He then cleaned the filter. The homeowner had a 150 ft hose at the front of his house that our other crew did not see. Our service manager brought it around and cleaned the filter. Because the customer paid for this service we felt it was the correct thing to do. Then we pulled the cover of the side of the pool. The stain was very small and hard to see it had to be pointed out. There are numerous other stains and bleach spots all over the pool that the homeowner said other pool companies had made. We have no way of knowing whether this stain was pre -existing or not. Our employees that closed the pool have been with us many years and they say they did not cause the stain.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Most of their account is correct in content unfortunately their are only two areas of discoloration on the pool 1 on the deck that they caused and are refusing to fix and another caused by buddies pools on the steps that I am paying to repair now. I would not have paid the bill if I realized all they did was blow out the pool lines and put the cover on and in 10 years (including them closing the pool last year) noone has removed the plugs then replaced them. The water was available to them as well as a phone number to call if there were any problems. The whole job was half done. At this point I still have to replace the stained tile from the chemicals being scattered all over the deck. And the sad part is to this point all I have heard is this is a good job that they have done.

Regards,

Business

Response:

We obviously have two different opinions on the quality of the pool closing. Regardless of that we understand that the customer is not happy with the results of the pool closing. And we do admit that a phone call should have been made about the water situation. The final cost of the pool closing with chemicals was $485.29. The customer has stated that he feels we only did half the job . We do feel we completed the job after our follow up visit. However we are willing the cut the closing cost in half. The Labor part of the closing was $368.00. we are willing to return $184.00 to the customer because of his unhappiness. If he accepts this as compensation we will mail him a check.

Consumer

Response:

CID: [redacted] Date Filed: 11/12/2013 10:36 AM

Complaint Detail

As I never received the payment that was promised from my previous complaint I was forced to resubmit the form. The 184$ offered will pay for part of the repairs to the damaged pool deck. Obviously the company thinks that they are not responsible for the damage that they caused and are only responsible for paying for the half of the job they didn't complete. Disappointing

Desired Settlement

Pay the 184 to help cover the damages

Desired Settlement: Refund-Check

Business

Response:

The reason that the payment to the customer was never received is because we never heard back from the customer that our offer was accepted. We even received a letter from the Revdex.com that this case was closed because of no response from the customer. If the customer does find our offer acceptable we need to know that. At that point we would be glad to send the payment.

Consumer

Response:

[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]

Review: [redacted]

I am prepared to accept their offer. Once check has been received I will end the complaint. As long as no further damage is found in the spring this will be my last letter. Apparently my final response to the last complaint was not received otherwise I would not have opened a new one.

Regards,

Business

Response:

We will send the check out on Monday November 25th.

Thank You.

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Description: Swimming Pool Contractors, Dealers, Design

Address: 2001 Industrial Hwy, York, Pennsylvania, United States, 17402

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