This has got to be the most ridiculous request I have ever received. [redacted] has no concept of what he is talking about. First of all he sent me a long email telling me we broke all sorts of items on his pool. For example he said we did not blow out the lines and they were broken...
underground. In my response I told him that he unplugged the wrong lines. You'll notice he has taken that off his complaint. He also said we broke his separation tank. Also nonsense as that was broken 5+years ago. I am going to attach a copy of his emails and my response. This will be my final correspondence to this matter as it is a waste of all parties involved time. When we winterized the pool we lowered the water to 12" below the tile. When we went to the property in early December the water was 5" below the tile and when we were at the property in early March the water was at the bottom of the tile. this is all normal. [redacted] seems to have forgotten that we had the worst winter in 20+ years and many feet of snow and ice. Had we lowered the water level lower the winter cover would have snapped from the weight of the ice. Have him check the cover manufacturers suggested water level heights and he will see. As far as the jet pumps being left out and the "loose wires" The only exposed wire is the bond wire and that is supposed to be exposed. The motors were disconnected and winterized properly.
I will absolutely not give [redacted] a dime and we will not work on his property again. He is not qualified to be working on this pool and that is why he is struggling.
Thank you,
[redacted]
President
That's a big assumption on your
part to say that I'm "randomly unplugging lines." I had multiple
companies (large competitors of yours, I might add) take a look at it for
me. They all came to the same conclusion: irresponsible/careless
maintenance and horrible closings for several years. I mean it literally
looks as if your guys put the winter cover on and just shut the computer
down. Well done...
One quote that really hit home was "Swimm pretty much closed your pool in
such a way that they either wanted you to have damage so they could charge you
to fix it, or they simply did not want you to renew your contract."
Now I'll give you the benefit of the doubt that you would not stoop to such
unethical practices, but that statement still really says something about the
condition of my pool and equipment.
In the number of issues I wrote about in my email, your reply failed to address
the fact that you guys don't remove the pumps and store them in the shed (all
the competitors DO) during the winters. You also did not try to defend
the fact that one of the jet engines has no cover and has exposed wires.
Also how about the 1-2 gallons of water that flowed out of the filter?
And I love how you casually just say "the separation tank has been cracked
and not used for 5 years." That's great, just leave a busted old
piece of equipment out there. Even if it's not essential for the system
couldn't it just be removed? You don't leave a burst appendix in a body
do you?
Bottom line: your guys
DID NOT winterize my pool correctly. In general your guys DO NOT take
care of a pool as if it's their own. That's the kind of service I would
expect from a pricy company based out of [redacted]. Your services were a
total let down.
And as expected, you refuse to accept any blame and instead
accuse me of ignorance with the "random unplugging of lines" to
divert the attention away from the fault of your company. Very very
unprofessional.
On Thu, May 22, 2014 at 12:56 PM, [redacted] <[redacted]>
wrote:
[redacted] | Swimm Pool & Patio, Inc.
[redacted] [redacted]
[redacted]
[redacted]
www.swimmpoolandpatio.com
[redacted]
[redacted]
[redacted]
From: [redacted] Sent: Thursday, May 22, 2014 12:55 PMTo: [redacted]Subject: FW: URGENT -- Major Pool Issues / Irresponsible Closing
From: [redacted] Sent: Thursday, May 22, 2014 12:45 PMTo: [redacted]Subject: FW: URGENT -- Major Pool Issues / Irresponsible Closing
Responses
in red
[redacted] | Swimm Pool & Patio, Inc.
[redacted] [redacted]
[redacted]
[redacted]
www.swimmpoolandpatio.com
[redacted]
[redacted]
[redacted]
From: [redacted] Sent: Wednesday, May 21, 2014 10:01 PMTo: [redacted]Cc: [redacted]Subject: URGENT -- Major Pool Issues / Irresponsible Closing
[redacted],
While
attempting to open my pool this week, I have come across a number of very
disappointing and frustrating damages to my pool that could have easily been
avoided. All of these things are a direct result of improper
winterizing on the part of your staff. I will do my best to list them as
follows:
1) When
the winter cover was removed, the pool level was way too high -- it was a touch
over where the tiles are around the perimeter. As a result of this high
level the whole winter, the ice caused about 2 dozen broken tiles around
the pool and spa. When
the pool was winterized the water level was lowered to the proper height. We
were out there on 12/3 and the water was 5 1/2" below the tiles. and on
3/18 the water was at the bottom of the tiles which is exactly where it should
be that time of year. We have had tremendous rains since early March and that
is why the water level was high.
2) The spa pumps were not removed (and stored in the shed, as I have learned
they should be for better protection and to extend their life) and the system
was not blown out properly. Now the spa is leaking through one of
the jets and cannot retain its water level. It keeps draining back to the
height of that jet (which doesn't function). I have inserted a plug to bypass
this for now and raise the water level back up. The only logical
explanation is a broken pipe somewhere in the ground, caused by ice in the
pipes -- huge mistake.the spa pumps and a jet leaking
are completely separate issues. That pool has wall fittings that were inteneded
for fiber optic lighting that was never added to the pool. If your just
randomly unplugging lines my guess is that you unplugged a line that should not
have been.
3) The pool
itself is also not holding its normal level (mid tile). It keeps
draining back down to where I found it. I have not determined where the
leak is exactly yet, but I'm hoping it's not one of the skimmers. The skimmer
closest to my house had a lot of water in it throughout the winter. If you found the water
level down how was it at the top of the tile? Seems like you are just looking
to accuse us for anything, but again if you have unplugged the wrong lines that
would exlain it.
4) With
this continued theme of ice -- the separation tank was cracked and
leaking from the bottom. I have eliminated it from the system and stored
it in the shed. It clearly had water in it throughout the winter season.the separation tank has been cracked and not used for over 5
years
That's
it for damages (thus far), but these were also issues with the closing:
5) The jet pump engine is missing a cover and wires were left hanging out,
exposed all winter (it's probably been like this for a long time but I was
naive and trusted you guys were taking care of this stuff). (I attached a
pic)
6) The bonding wires for the jet pump were not connected.
7)
1-2 gallons of water were in the filter all winter. Thankfully it did not
crack and seems to function okay.
Here
is the bottom line:
It should as no surprise I
will not be renewing my annual contract with Swimm.
I think it is reasonable,
professional, and fair that Swimm Pool should have to compensate me
somehow for these damages. This damage could have been easily
avoided with just a little care and concern. We all know that this
sort of lazy/sloppy closing absolutely does not hold up to [redacted] or [redacted] standards.
I am confident that we can
work this out professionally. I do not want to be the type of person
to leave you bad reviews online, or make reports to the Revdex.com or [redacted]. But I do feel very strongly about this. I paid
you a top dollar for my pool for 3 years. Everyone else quotes my
pool at around $3100-3300 per year, maybe $3500 at most. I paid you
over $3700 thinking I would be getting the best services around. Clearly
that has not been the case. The bulk of that contract is for opening
and closing, so I would expect good quality there. Honestly it
doesn't look like you guys did much more than put the winter cover on and
shut the Jandy computer down...
I will be talking with
homeowner's insurance about the potentially VERY expensive broken pipe
from the spa.
I know this is a very busy time of year for you and all of your staff, but
please treat this with urgency. I am trying to get my pool opened
ASAP. This is really not a fair situation for me to be in. Please
advise.
Regards,
[redacted]
This has got to be the most ridiculous request I have ever received. [redacted] has no concept of what he is talking about. First of all he sent me a long email telling me we broke all sorts of items on his pool. For example he said we did not blow out the lines and they were broken...
underground. In my response I told him that he unplugged the wrong lines. You'll notice he has taken that off his complaint. He also said we broke his separation tank. Also nonsense as that was broken 5+years ago. I am going to attach a copy of his emails and my response. This will be my final correspondence to this matter as it is a waste of all parties involved time. When we winterized the pool we lowered the water to 12" below the tile. When we went to the property in early December the water was 5" below the tile and when we were at the property in early March the water was at the bottom of the tile. this is all normal. [redacted] seems to have forgotten that we had the worst winter in 20+ years and many feet of snow and ice. Had we lowered the water level lower the winter cover would have snapped from the weight of the ice. Have him check the cover manufacturers suggested water level heights and he will see. As far as the jet pumps being left out and the "loose wires" The only exposed wire is the bond wire and that is supposed to be exposed. The motors were disconnected and winterized properly.
I will absolutely not give [redacted] a dime and we will not work on his property again. He is not qualified to be working on this pool and that is why he is struggling.
Thank you,
[redacted]
President
That's a big assumption on your
part to say that I'm "randomly unplugging lines." I had multiple
companies (large competitors of yours, I might add) take a look at it for
me. They all came to the same conclusion: irresponsible/careless
maintenance and horrible closings for several years. I mean it literally
looks as if your guys put the winter cover on and just shut the computer
down. Well done...
One quote that really hit home was "Swimm pretty much closed your pool in
such a way that they either wanted you to have damage so they could charge you
to fix it, or they simply did not want you to renew your contract."
Now I'll give you the benefit of the doubt that you would not stoop to such
unethical practices, but that statement still really says something about the
condition of my pool and equipment.
In the number of issues I wrote about in my email, your reply failed to address
the fact that you guys don't remove the pumps and store them in the shed (all
the competitors DO) during the winters. You also did not try to defend
the fact that one of the jet engines has no cover and has exposed wires.
Also how about the 1-2 gallons of water that flowed out of the filter?
And I love how you casually just say "the separation tank has been cracked
and not used for 5 years." That's great, just leave a busted old
piece of equipment out there. Even if it's not essential for the system
couldn't it just be removed? You don't leave a burst appendix in a body
do you?
Bottom line: your guys
DID NOT winterize my pool correctly. In general your guys DO NOT take
care of a pool as if it's their own. That's the kind of service I would
expect from a pricy company based out of [redacted]. Your services were a
total let down.
And as expected, you refuse to accept any blame and instead
accuse me of ignorance with the "random unplugging of lines" to
divert the attention away from the fault of your company. Very very
unprofessional.
On Thu, May 22, 2014 at 12:56 PM, [redacted] <[redacted]>
wrote:
[redacted] | Swimm Pool & Patio, Inc.
[redacted] [redacted]
[redacted]
[redacted]
www.swimmpoolandpatio.com
[redacted]
[redacted]
[redacted]
From: [redacted] Sent: Thursday, May 22, 2014 12:55 PMTo: [redacted]Subject: FW: URGENT -- Major Pool Issues / Irresponsible Closing
From: [redacted] Sent: Thursday, May 22, 2014 12:45 PMTo: [redacted]Subject: FW: URGENT -- Major Pool Issues / Irresponsible Closing
Responses
in red
[redacted] | Swimm Pool & Patio, Inc.
[redacted] [redacted]
[redacted]
[redacted]
www.swimmpoolandpatio.com
[redacted]
[redacted]
[redacted]
From: [redacted] Sent: Wednesday, May 21, 2014 10:01 PMTo: [redacted]Cc: [redacted]Subject: URGENT -- Major Pool Issues / Irresponsible Closing
[redacted],
While
attempting to open my pool this week, I have come across a number of very
disappointing and frustrating damages to my pool that could have easily been
avoided. All of these things are a direct result of improper
winterizing on the part of your staff. I will do my best to list them as
follows:
1) When
the winter cover was removed, the pool level was way too high -- it was a touch
over where the tiles are around the perimeter. As a result of this high
level the whole winter, the ice caused about 2 dozen broken tiles around
the pool and spa. When
the pool was winterized the water level was lowered to the proper height. We
were out there on 12/3 and the water was 5 1/2" below the tiles. and on
3/18 the water was at the bottom of the tiles which is exactly where it should
be that time of year. We have had tremendous rains since early March and that
is why the water level was high.
2) The spa pumps were not removed (and stored in the shed, as I have learned
they should be for better protection and to extend their life) and the system
was not blown out properly. Now the spa is leaking through one of
the jets and cannot retain its water level. It keeps draining back to the
height of that jet (which doesn't function). I have inserted a plug to bypass
this for now and raise the water level back up. The only logical
explanation is a broken pipe somewhere in the ground, caused by ice in the
pipes -- huge mistake.the spa pumps and a jet leaking
are completely separate issues. That pool has wall fittings that were inteneded
for fiber optic lighting that was never added to the pool. If your just
randomly unplugging lines my guess is that you unplugged a line that should not
have been.
3) The pool
itself is also not holding its normal level (mid tile). It keeps
draining back down to where I found it. I have not determined where the
leak is exactly yet, but I'm hoping it's not one of the skimmers. The skimmer
closest to my house had a lot of water in it throughout the winter. If you found the water
level down how was it at the top of the tile? Seems like you are just looking
to accuse us for anything, but again if you have unplugged the wrong lines that
would exlain it.
4) With
this continued theme of ice -- the separation tank was cracked and
leaking from the bottom. I have eliminated it from the system and stored
it in the shed. It clearly had water in it throughout the winter season.the separation tank has been cracked and not used for over 5
years
That's
it for damages (thus far), but these were also issues with the closing:
5) The jet pump engine is missing a cover and wires were left hanging out,
exposed all winter (it's probably been like this for a long time but I was
naive and trusted you guys were taking care of this stuff). (I attached a
pic)
6) The bonding wires for the jet pump were not connected.
7)
1-2 gallons of water were in the filter all winter. Thankfully it did not
crack and seems to function okay.
Here
is the bottom line:
It should as no surprise I
will not be renewing my annual contract with Swimm.
I think it is reasonable,
professional, and fair that Swimm Pool should have to compensate me
somehow for these damages. This damage could have been easily
avoided with just a little care and concern. We all know that this
sort of lazy/sloppy closing absolutely does not hold up to [redacted] or [redacted] standards.
I am confident that we can
work this out professionally. I do not want to be the type of person
to leave you bad reviews online, or make reports to the Revdex.com or [redacted]. But I do feel very strongly about this. I paid
you a top dollar for my pool for 3 years. Everyone else quotes my
pool at around $3100-3300 per year, maybe $3500 at most. I paid you
over $3700 thinking I would be getting the best services around. Clearly
that has not been the case. The bulk of that contract is for opening
and closing, so I would expect good quality there. Honestly it
doesn't look like you guys did much more than put the winter cover on and
shut the Jandy computer down...
I will be talking with
homeowner's insurance about the potentially VERY expensive broken pipe
from the spa.
I know this is a very busy time of year for you and all of your staff, but
please treat this with urgency. I am trying to get my pool opened
ASAP. This is really not a fair situation for me to be in. Please
advise.
Regards,
[redacted]