Paradise One Piece Fiberglass Pools

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The business contacted me on 10/and have a plan to fix the issue with the cover, which we will be waiting for parts on I reiterated to them that their subcontractor who is responsible for hooking up the equipment and finishing the grading still has not contacted me with any sort of schedule I reached out again to them this morning (10/10) and they asked if the subcontractor had contacted me to which I said no The subcontractor called me and said they were planning on being out tomorrow I detailed the remaining work:Level stepsRough grade/site cleanupChlorinator for pool not hooked upHeater not workingAs far as the business's response about the landscaping work, I used their subcontractor for that, the weather has been good for the majority of the summer, and any delays were entirely on their end Post-signing the contract on the landscaping work only change was made and that work was minor and completed within hours for $500.I would like to keep this ticket open until the work is completed, since part of the issue we've been having is with adhering to any sort of schedule There is no action for Revdex.com to take right now, but please advise me on what to do if they do not show up and complete the work in a timely manner Regards, [redacted] ***

Company responded via phone as follows:The company has been working with the consumer to get the work completedThere were delays that happened both by the company having issue on a job that was scheduled prior to this job and by additional work that was being done by the consumer such as
landscaping which caused delays as well. The company has been to the consumer's home and has addressed the issue of the basket issue and the part was ordered to correct it. The company will continue to communicate with the consumer and complete the job

One bottom line question - Is the heater appropriate for the customers pool? It seems that as frustrating has having warranty problems can be, having a service technician make a statement that he will not service the heater any more because it is just wrong for the customers application
must have been overwhelmingly frustrating. The home owner without doing some checking would have no way to know that the service technician just made a very, very odd statement. In no way is the heater that we provided years ago inappropriate for the swimming pool in question I have contacted the manufacturer for assistance again, they agreed with me that the heater is appropriate and a representative from the manufacturer should be in touch with the home owners early next week.The answer to the question is YES! the heater is appropriate for the customers pool and the statement by the service technician that caused this Revdex.com complaint, WOW! One of the most ludicrous statements I have ever heard.I called the home owner today and from talking to them I think the problem is a rare situation caused by the way air flows around their home basically causing a wind tunnel. I say rare because in my time in the swimming pool business dating back to and over a thousand pools with similar heaters on most of them, I have only seen this on about or pools. The fix is a $ high wind draft hood.However, the best course of action is for the manufacturer to send out a different service technician to evaluate the situation. But, in no way is the heater model or type that we provided years ago the problem!

It should come as no surprise that after half a dozen failed attempts to reach Bob at Paradise Pools, it is the very next day after this complaint is published that he is calling our home at 10am! Unfortunately I was asleep and my wife had the displeasure of dealing with thisAfter being told how good of a business this is and that our Revdex.com complaint was unfair, my wife pushed Bob (the owner) for a solutionNext came the excuses, everything from a year long hiatus to an employee who failed to deliver any phone messagesFinally, when my wife had enough and demanded some sort of fixSHE WAS HUNG UP ON! Mind you, this is not a disposable or inflatable poolA modest home could be purchased for the price of this pool and when you need assistance from not only the company, but the owner himself, you get hung up on? Unacceptable! At the same time this complaint was filed, I also reached out to the pool heater manufacturerThey have been superb! While the actual parts to correct this mistake have not arrived yet, I have every confidence that the Manufacturer will come through where Paradise Pools has failed

OK first [redacted], you're kidding right!  This heater situation was never actually a warranty issue it was either caused by a strange airflow around your house and it would've been the heaters tech-support that would've needed to figure this out not Bob at Paradise pools. I called at 10 o'clock in the morning explanation point like that's too early to call. You're kidding right!!! This has nothing to do with Paradise pools we sold you a brand new heater there was never anything wrong with the heater or what Paradise pools installing it for you did. It was either the airflow issue.  There was no excuse from Bob except in 2014 he was unavailable which met you had to talk to the other people at the company. They did nothing wrong however. Had you asked them for help with a heater that would not start. They would have contacted the manufacturer to get tech-support out there to look at the heater. The real problem here is that the tech-support that went out to look at your heater decided to blame it on our company instead of figuring out what was actually wrong with the heater. Which in your case there was nothing, absolutely nothing wrong with the heater!!!It was a unique airflow situation around your house or from talking to the manufacture possibly your gas flow to the heater was insufficient. At this point as the tech-support guy actually checked your gas flow to the heater? Or no?We've done over 1000 Pools over the years we've had people get strange and get mad about this or that. But over the years I have never had this kind of anger associated with a heater issue and it's always been taking care of the same way.  Someone calls because their heater is not working we will try to light it ourselves quite often. If that doesn't work we call for support from the manufacture of the heater and they send out a tech-support guy like they did in your case.  This has worked well for many many many years. Unfortunately the tech-support guy they came out for you decided to tell you that his failure at figuring out something simple for your heater he decided to blame it on us and tell you that the heater was just not right for your pool. This should've never happened.  10 o'clock in the morning are you serious you read lead with a complaint that I called at 10 o'clock in the morning like I called at 6 AM. Get over yourself! As far as the hangup goes I'm not going to have somebody talk to me like that and sit there and talk to them.  I'm not going to be talked to like that.I called At reasonable 10 o'clock in the morning after the Revdex.com complaint because I receive that in writing from the Revdex.com and I was flabbergasted that you were so mad for having this kind of a problem with the heater. Not because the Revdex.com is scary to me and I have to bow down before them.  I was honestly surprised by your Revdex.com complaint I know for sure you did nothing to contact us in 2015. The tech-support told you the heater was the wrong heater and you hopped online and attacked us via the Revdex.com. It was completely wrong for you to do this. The Revdex.com should actually start a better customer bureau division of what they do. This was actually Buy and in company tech-support person and your failure to contact us in 2015 when it happened again. When it happened for the third time he should've contacted us or the manufacture for help because he couldn't figure out what was wrong. Thank you for the personal attack didn't need it but to be perfectly honest with you I don't care go ahead and send another long nasty crap saying to the Revdex.com I'll respond in kind.  I still can't believe you started out your second complaint with the fact that I called at 10 o'clock in the morning. Wow you are kidding right!

e-mail received from the company copied and pasted by ** I would respond to the Revdex.com website but I'm not finding the link in the email.         The first several lines of [redacted]'s complaint are accurate enough but the truth is hard to find after that.  No second...

contract was signed with someone introduced as Paradise Pools employee "Mike". [redacted] is a sub contractor that has worked with Paradise Pools for years and is more than qualified to handle the retaining wall needed for this project and was introduced as a sub contractor that the home owners could consider for the landscaping work needed.  As I understand it, there was a good amount of landscaping work needed to be done prior to the installation of the pool, which [redacted] handled and [redacted] was supposed to call [redacted] back to finish out the terms of their agreement  but [redacted] and his husband opted to have [redacted], finish out the entire landscaping project including the work that was in the agreement with [redacted].       [redacted] sells the pool as a cover ready pool and [redacted] selected the placement of the skimmer.  We have installed dozens of pools including auto covers with the skimmer at the end of the pool, never a complaint prior to this one.  In the name of customer service, we contacted [redacted] to request the skimmer be moved, [redacted] agreed to help.  We let [redacted] and his husband know that [redacted] was going to come out as soon as possible, but that we have jobs scheduled that we cannot back off because we are having their skimmer moved and that we would do the best we could after the skimmer was moved working within our scheduled work.  Within 7 to 10 days of the skimmer being moved, our workers  returned to the job site to finish the plumbing, back fill work and system hook up along with the box and retainer set for the auto cover.  All of this work was done in a reasonable amount of time.       Once the pool was ready to be prepped for concrete, Paradise Pools started to get conflicting reports, from the home owner demanding that we come out and work to get this job done, threatening us with an attorney in nearly every conversation and from our installer who kept telling us that the home owners would not make a decision on how they wanted the concrete finished.  Paradise Pools made the decision that with the constant threats of legal action we would pull the current installer from the concrete work in favor of another.  We contacted [redacted], to step in and get the concrete poured per our customer contract.  Almost immediately,  [redacted] informed us that the home owners were not sure if they wanted the concrete work as agreed to in our customer contract or if they wanted to switch to pavers.  [redacted] had told Wayne prior to talking to [redacted] that he was thinking they wanted pavers. The retaining wall with the proper fill would be appropriate for concrete or pavers.  Wayne also explained to [redacted] that if he does pavers they still need a concrete paver base to double as a bond beam support that would be done by the landscaper doing the pavers.        In order to switch from the concrete outlined in our customer contract to pavers, that Paradise Pools does not do, the home owners had to remove us from the concrete portion of the contract in favor of having alternative decking done by others.  At this point a credit would be tabulated and a refund or balance due would be taken care of.  In this case, the concrete credit left a balance due which [redacted] refused to pay until a time of his choosing and we agreed to have the job move forward with the money owed. It took many, many weeks for [redacted] and his husband to make the final decking decision, with the final decision being made barely in time to finish the deck just before the start of winter. Wayne had contacted the homeowners and [redacted] many times to find out if a decision had been made always being told, soon or by Friday, soon or by Wednesday...       The bonding is part of the electrical work, it is the grounding around the pool and is part of the work that their electrician should have done.  Wayne and Rusty(one of our other installers) was out on a Sunday after dark to do the bonding as a courtesy, a favor to help them out and while they worked the end of a 70 hour week to be nice to [redacted] and his husband, [redacted] sat and typed absolute dribble to hurt the men that were out taking care of his bonding work for free.  Incidentally,  Wayne and Rusty went out to do the bonding on a Sunday just a couple of days after the deck was finally prepped after [redacted] and his husband finally decided how they wanted the deck finished.         The auto cover was installed a few weeks ago, the landscaper needs to make a few changes around the cover box, then the lid can be installed with any balance due being paid at that time.Thank you, Bob T[redacted] Paradise Pools

Company responded via phone:The remaining issues that are stated by the consumer is all working being done by [redacted]  and they are responsible for the issues that the consumer is waiting on.  The heater was not broken and the company was not notified of the issue.  Once they were made aware of the issue, it was addressed and the heater is working.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business contacted me on 10/2 and have a plan to fix the issue with the cover, which we will be waiting for parts on.  I reiterated to them that their subcontractor who is responsible for hooking up the equipment and finishing the grading still has not contacted me with any sort of schedule.  I reached out again to them this morning (10/10) and they asked if the subcontractor had contacted me to which I said no.  The subcontractor called me and said they were planning on being out tomorrow.  I detailed the remaining work:1. Level steps2. Rough grade/site cleanup3. Chlorinator for pool not hooked up4. Heater not workingAs far as the business's response about the landscaping work, I used their subcontractor for that, the weather has been good for the majority of the summer, and any delays were entirely on their end.  Post-signing the contract on the landscaping work only 1 change was made and that work was minor and completed within 5 hours for $500.I would like to keep this ticket open until the work is completed, since part of the issue we've been having is with adhering to any sort of schedule.  There is no action for Revdex.com to take right now, but please advise me on what to do if they do not show up and complete the work in a timely manner.
Regards,
[redacted]