Nicola's Pets

Here is our response to complaint ID ***Our customer had a multiport valve handle that was broken and stuck in the closed positionThe surface of the pool was peeling and getting backed up and stuck in the system, causing the issue with the handleWe advised customer of the issue and quoted
him on how much it would be for us to complete the repairWe also advised the customer that his equipment was brittle and had wear and tear due to old age and sun damageThe customer approved the repair, and also asked us to replace another part, (spider gasket)The customer called the next day, canceling the repair as well as his pool service, after he purchased and replaced the parts himselfThe customer felt that our prices were high, and did not agree with what he was quoted to replace the partsThe customer then became an irate customer, being rude and verbally slandering office staffWe were not at fault for the breaking of his equipment, and therefore did not reimburse the customer for the replacement he completed on his own for both the valve handle and spider gasketIf there's anything else we can do, please let us know.*** Johnson Pools, LLC.Offi***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was trying for almost a month to work with Johnson pool company in order to fix the cloudy water After almost a month they told us that somethingWrong with the filter and they were going to charge me 207:dollars My husband took the water for the test and it came that it was needed coloring and low pht and some other things I have the paper I can fax it to you After that I hired another company to fix the problem they charge me 95:dollars for the same part that want to charge 207:dollarsAfter we he check the filter he said when Johnson pool change the filter correctly and didn't add DE powder the whole system was massed up and we had to change the filter as well .I send you the picture of the filter and the cloudy water I have the note from Johnson pool when they send there repair person to find out what was the problemIt was three weeks later
Regards,
*** ***

I used Johnson Pools as my pool service company starting in August, The service provided was less than adequate, On at least a monthly basis I had to call the office and complain about; the pool tech not showing up, a different pools tech every week or so, pools techs showing up late (they were provided with a four hour window to service the pool every week, and pool techs not doing the work (brushing the pool, testing chemicals, etc) that they were contracted to doMultiple times I considered firing them but did not until the Sept 8, incident Johnson Pools (and their techs) were advised by me that I would take care off all DE filter needs multiple timesIn late August, the pool tech backwashed the filter (without consulting me and flooded my equipmentI advised him at the time that I would take care of the pool filter myselfOn Sept8, the pool tech cleaned the pool and put in chemicals that needed to be circulatedThe tech then decided to backwash teh filter again (again against my wishes) In doing the backwash the pool tech snapped the multi-port handle The pool tech took pictures (with a cellular phone) and called Johnson Pools service department to have the handle replaced Since teh pool could not be run with the handle broken the chemicals could not be properly circulated When the pool tech left I called the office and talked to the staff and told them I also wanted the spider gasket replaced at tthe same time The offcie staff advised me the service tech would be out at *:am the next day with the correct parts to repair the pool The service tech (and pool tech) finally showed up the next day at 9:without the parts They looked at teh handle and tried to blame the damage on pebbles in the multi-port valveI had already disassembled the handle and found few, if any, pebbles in the valve bodyThe service tech agreed to replace the handle but told me he would have to charge me to replace the spider gasket (which sits directly under the handle parts and requires no additional work to replaceI asked him how much he would charge me and he quoted me $ I advised him that I had the gasket changed before (and have done it myself) and knew the part cost $20-$ I advised him I knew the spider gasket costs $20-$and did not enjoy getting ripped off Knowing he was caught, he agreed to replace the handle but I would have to get the spider gasket myself I then called Johnson Pools and advised him what the service tech had pulled and advised them I was not happy Based on the fact that I had very poor service in the past and they had just tried to rip me off I did not feel comfortable having Johnson Pools make the repair and possibly damage other parts of my poolI located and installed the handle and spider gasket myself on the same morning That afternoon I called Johnson Pools back and advised them I had changed the parts and they were fired I also advised them I expected them to pay for the part they had broken I was not rude or slanderous to the office staffIrate maybe, but not slanderous I very much disagree that the broken part was damaged by sun, heat, and pool pebbles The part was about four years old and the original lasted about years before replacement All pool equipment was working properly before the pool tech broke it doing a job he was not supposed to be doing and Johnson Pools should reimburse me I did advise Johnson Pools I would be contacting the Revdex.com and AZ ROC about the issue In closing, I wish I had read the Yelp reviews of this company (all very negative) before I hired them I can now see why they were so negative

We are aware of the problem presented by this tenant. We also documented the call regarding him locking himself out of the apartment. However our summary of events does not agree with his. First of all we are a family owned business, we built our apartments and we continue to
manage them. Our building emergency number is to one of the ownersWe take pride in keeping our apartments in excellent condition and we give good service to all our tenants. We have many times come to open a door for a tenant that is locked outOur SOP's state that a locked out tenant is not a building emergencyThis building owner called me, another owner, and we discussed the problem and determined he would have to call a locksmith as we have always done in the past, this is our standard procedure after hours. As for this tenant feeling he was yelled at or screamed at I have a hard time believing his interpretation as again we have maintained our apartments since with the same people in place answering these calls and never had this complaint. He was told we could not unlock his apartment at that time but I also offered to open it, with the explanation it would take me over minutes to get thereI'm not sure if and how this was relayed.This person is not happy at our apartments and has voiced several complaints which we have tried to address. I'm sure he will not renew his lease. We just can not please all the people all the time. If there is something else I need to do please advise.Thank youPAC Managment

We performed an acid wash and start up of the customers poolThe customer called in stating the pool was cloudyWe sent a supervisor out to check this out as well as the equipment and chemical levelsAt this time, he performed a free filter inspection to address the cloudiness of the poolOur
supervisor discovered a crack in the manifold of the filter, which was causing DE blowback into the poolThe supervisor than informed the customer of the issue and that it was due to high filter pressure and the equipment being olderThe customer declined the repair unless Johnson Pools paid for itJohnson Pools is not responsible for the wear and tear of equipment therefore we sent another technician out to try to clear the pool and the customer discontinued service

We discounted the customers $off of the acid wash and we were willing to turn the pool aroundWe are still willing to turn the pool around, however, the customer will need to move forward with any needed repairs in order for us to get the pool where it should be

After reading the response from Johnson Pools, I am not satisfied with their explanation I had a very thorough response prepared with copies of emails, phone records and correspondence from other Johnson Pool customersSince many of the phone numbers I had programmed into my phone for Johnson Pools have been disconnected since I last dialed them a few days ago, I decided to call the number listed on their website one more time and see if anyone answeredAlthough it doesn't say "You have reached Johnson Pools", I left a message anyhow, one more time, to see if I might receive a call back and a resolution to my billing disputeLast night, Sunday, October 2, 2016, a manager named David Jennings called me and apologized profusely for the way this has been handledHe stated that he would personally deliver, directly to my home address, a refund of $by Wednesday, October, 5th, Of course, I am hopeful that he will follow through and I will drop my complaint if indeed, I receive my refund.I will inform the Revdex.com on Thursday, October 6, if this billing dispute has been resolved, as I am hopeful, per my conversation with David on Sunday evening, October 2, 2016, that it will be.Thank you,Jan d*** ***

First off, *** *** has the wrong numberThis phone number has never been associated with Johnson PoolsThis must be the reason she has been unable to make contact with us at that particular numberWe've reviewed this information and the technician provided pictures of pool service for the
dates being disputed.(Our office line had also undergone technical errors therefore we sent out emails informing our customers so, however, the phone lines have been straightened out.)