[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: PDC DID charge me to come to "look" at my pool to tell me I needed a whole new pool The manufacter offer 40% off a new pool and for me to pay shipping from CanadaAfter I COMPLAINED that I was charged and that others pool companies came out for FREE, the owner came out to our home (which I addressed his rudeness earlier) and then they decided to "not cash my check".Ironic that PDC insisted I needed a new pool for their faulty installation of the liner for which caused the internal rust between the liner and the pool wall which is why the wall rusted out Again, A NEW POOL is what PDC said we needed Come look at my pool...another pool company came to my home and fixed PDC's mistake for a fraction of the cost...$it cost me to fix the pool, NOT a whole new pool like PDC said I needed.I will NEVER buy a thing from PDC again and all my friends will be told to not shop their either A local place should exceed cutomer service to their customers, especially locals PDC does NOT go above and beyond for their customers!Regards, [redacted]
June 17, 2015This letter is to respond to the customer's complaint and how we have tried to resolve the issue. The customer purchased a 24' round above ground pool from us and was installed by us on May 9, 2012. The customer called us stating that her pool wall was damaged over the winter...
and wanted us to come and look at it. On April 14, 2015 we sent our pool installer out to look at her pool. The pool wall was indeed damaged by the skimmer area which was clearly a result from ice and heavy snow buildup over the winter. The customer did not winterize the skimmer properly, which caused ice to build up in the skimmer. This in turn created a heavy ice load in the skimmer area and caused the wall to buckle. Because this damage was not a result of something we did, the customer was charged with a trip charge of $58.30. The customer then called our company again and wanted the owner to come out and see her pool. The owner scheduled a visit to the customers' home. When the owner arrived both the wife and the husband were there. The wife said she had another pool company come and look at the pool and they told her it was a poor pool install. It was clear to us that the customer had not winterized the pool properly and maintained it properly over the winter and due to the extreme winter it resulted in damaging her pool wall. The wife was very upset and it was hard to talk to her and the owner asked to talk to the husband alone. The owner continued to talk with the husband stating he would take pictures and Send them to the pool manufacturer. Our pictures clearly show how she winterized the skimmer area, which is where most of the damage on the wall occurred. The owner did call the wife back and apologized for asking to speak with her husband alone. Since the customer was so upset, we called her and told her that we would not charge her for the trip charge and that she could pick up her check at our store. We then sent the pictures to our pool manufacturer so they could assess the damages. I have enclosed this letter from the pool manufacturer, who also stated that the damage of the pool wall was due to ice damage and that they have offered her a 50% discount of parts to repair her pool. We feel we have tried to work with the customer to resolve this issue but she has not responded to our offer.PDC Spa & Pool World
[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: PDC DID charge me to come to "look" at my pool to tell me I needed a whole new pool. The manufacter offer 40% off a new pool and for me to pay shipping from CanadaAfter I COMPLAINED that I was charged and that 2 others pool companies came out for FREE, the owner came out to our home (which I addressed his rudeness earlier) and then they decided to "not cash my check".Ironic that PDC insisted I needed a new pool for their faulty installation of the liner for which caused the internal rust between the liner and the pool wall which is why the wall rusted out. Again, A NEW POOL is what PDC said we needed. Come look at my pool...another pool company came to my home and fixed PDC's mistake for a fraction of the cost...$400 it cost me to fix the pool, NOT a whole new pool like PDC said I needed.I will NEVER buy a thing from PDC again and all my friends will be told to not shop their either. A local place should exceed cutomer service to their customers, especially locals. PDC does NOT go above and beyond for their customers!Regards,
[redacted]
July 9, 2015In response to the customers complaint.The rust damage and the winter ice damage that the customer has a complaint on are both at the skimmer area which is what the pictures show. I have enclosed one of the pictures for her to see that shows the 2" rust spot and the winter ice damage. This picture was sent to the manufacturer. Let me explain what happens when and how ice damage occurs. When the water in the pool freezes it expands. This expansion of a large body of water will put pressure on the wall, skimmer and return area. If water gets into the skimmer area and the skimmer is not winterized properly the ice will cause the wall to buckle and loosen the seal around the skimmer face plate. This causes water to leak between the liner and the wall and will cause rust over time. The picture that we took clearly shows that they did not winterize the skimmer area properly. The picture shows that they allowed the hose that comes off the skimmer to go back into the pool. By doing this, the water filled the skimmer and froze causing the damage you see.
The next thing I would like to address is her accusation about how we told her to winterize the pool. We have a Winterization Pamphlet that we hand out to our customers and it clearly states that they are to drain the water down below the skimmer area or use a skimmer closure kit and a gizzmo. The purpose of these products is to help take the expansion of the ice that would occur when the water freezes so that there is no damage to the skimmer or seal or pool wall. Also an air pillow is to be put under the winter cover to help with the ice expansion. Our pamphlet also tells them to pump excess water off the winter cover so there is no extra weight on the pool walls that could also cause damage to the walls. I'm not sure if that could have contributed as well to the wall damage. It is very apparent that the way they winterized their pool from the picture could surely cause damage, especially with the hard winters we get here in the north. We would never tell someone to put there hose coming off their skimmer and return back into the pool. I'm not sure why this was done. I would hope no pool company would tell them to do this ever. Again, the manufacturer has seen these pictures and stated it is definitely ice damage that caused the wall damage from improper winter closure on their part. No company will warrant Something that was caused by a customer not maintaining their product properly.
We also called her and told her we would not charge her for coming out to look at her pool twice. We have done our very best to work with this customer to resolve her pool problems; however she is not accepting the decision of the pool wall warranty companies decision that her pool wall damage came from improper winter closing procedures of her skimmer unit, which allowed ice to form inside the skimmer and the weight of the ice in the skimmer caused the wall to buckle and the skimmer to pull away from the wall which in turn caused the skimmer to leak when the ice melted and rust to form from the leak.
PDC Spa & Pool World
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: PDC DID charge me to come to "look" at my pool to tell me I needed a whole new pool The manufacter offer 40% off a new pool and for me to pay shipping from CanadaAfter I COMPLAINED that I was charged and that others pool companies came out for FREE, the owner came out to our home (which I addressed his rudeness earlier) and then they decided to "not cash my check".Ironic that PDC insisted I needed a new pool for their faulty installation of the liner for which caused the internal rust between the liner and the pool wall which is why the wall rusted out Again, A NEW POOL is what PDC said we needed Come look at my pool...another pool company came to my home and fixed PDC's mistake for a fraction of the cost...$it cost me to fix the pool, NOT a whole new pool like PDC said I needed.I will NEVER buy a thing from PDC again and all my friends will be told to not shop their either A local place should exceed cutomer service to their customers, especially locals PDC does NOT go above and beyond for their customers!Regards, [redacted]
June 17, 2015This letter is to respond to the customer's complaint and how we have tried to resolve the issue. The customer purchased a 24' round above ground pool from us and was installed by us on May 9, 2012. The customer called us stating that her pool wall was damaged over the winter...
and wanted us to come and look at it. On April 14, 2015 we sent our pool installer out to look at her pool. The pool wall was indeed damaged by the skimmer area which was clearly a result from ice and heavy snow buildup over the winter. The customer did not winterize the skimmer properly, which caused ice to build up in the skimmer. This in turn created a heavy ice load in the skimmer area and caused the wall to buckle. Because this damage was not a result of something we did, the customer was charged with a trip charge of $58.30. The customer then called our company again and wanted the owner to come out and see her pool. The owner scheduled a visit to the customers' home. When the owner arrived both the wife and the husband were there. The wife said she had another pool company come and look at the pool and they told her it was a poor pool install. It was clear to us that the customer had not winterized the pool properly and maintained it properly over the winter and due to the extreme winter it resulted in damaging her pool wall. The wife was very upset and it was hard to talk to her and the owner asked to talk to the husband alone. The owner continued to talk with the husband stating he would take pictures and Send them to the pool manufacturer. Our pictures clearly show how she winterized the skimmer area, which is where most of the damage on the wall occurred. The owner did call the wife back and apologized for asking to speak with her husband alone. Since the customer was so upset, we called her and told her that we would not charge her for the trip charge and that she could pick up her check at our store. We then sent the pictures to our pool manufacturer so they could assess the damages. I have enclosed this letter from the pool manufacturer, who also stated that the damage of the pool wall was due to ice damage and that they have offered her a 50% discount of parts to repair her pool. We feel we have tried to work with the customer to resolve this issue but she has not responded to our offer.PDC Spa & Pool World
[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: PDC DID charge me to come to "look" at my pool to tell me I needed a whole new pool. The manufacter offer 40% off a new pool and for me to pay shipping from CanadaAfter I COMPLAINED that I was charged and that 2 others pool companies came out for FREE, the owner came out to our home (which I addressed his rudeness earlier) and then they decided to "not cash my check".Ironic that PDC insisted I needed a new pool for their faulty installation of the liner for which caused the internal rust between the liner and the pool wall which is why the wall rusted out. Again, A NEW POOL is what PDC said we needed. Come look at my pool...another pool company came to my home and fixed PDC's mistake for a fraction of the cost...$400 it cost me to fix the pool, NOT a whole new pool like PDC said I needed.I will NEVER buy a thing from PDC again and all my friends will be told to not shop their either. A local place should exceed cutomer service to their customers, especially locals. PDC does NOT go above and beyond for their customers!Regards,
[redacted]
July 9, 2015In response to the customers complaint.The rust damage and the winter ice damage that the customer has a complaint on are both at the skimmer area which is what the pictures show. I have enclosed one of the pictures for her to see that shows the 2" rust spot and the winter ice damage. This picture was sent to the manufacturer. Let me explain what happens when and how ice damage occurs. When the water in the pool freezes it expands. This expansion of a large body of water will put pressure on the wall, skimmer and return area. If water gets into the skimmer area and the skimmer is not winterized properly the ice will cause the wall to buckle and loosen the seal around the skimmer face plate. This causes water to leak between the liner and the wall and will cause rust over time. The picture that we took clearly shows that they did not winterize the skimmer area properly. The picture shows that they allowed the hose that comes off the skimmer to go back into the pool. By doing this, the water filled the skimmer and froze causing the damage you see.
The next thing I would like to address is her accusation about how we told her to winterize the pool. We have a Winterization Pamphlet that we hand out to our customers and it clearly states that they are to drain the water down below the skimmer area or use a skimmer closure kit and a gizzmo. The purpose of these products is to help take the expansion of the ice that would occur when the water freezes so that there is no damage to the skimmer or seal or pool wall. Also an air pillow is to be put under the winter cover to help with the ice expansion. Our pamphlet also tells them to pump excess water off the winter cover so there is no extra weight on the pool walls that could also cause damage to the walls. I'm not sure if that could have contributed as well to the wall damage. It is very apparent that the way they winterized their pool from the picture could surely cause damage, especially with the hard winters we get here in the north. We would never tell someone to put there hose coming off their skimmer and return back into the pool. I'm not sure why this was done. I would hope no pool company would tell them to do this ever. Again, the manufacturer has seen these pictures and stated it is definitely ice damage that caused the wall damage from improper winter closure on their part. No company will warrant Something that was caused by a customer not maintaining their product properly.
We also called her and told her we would not charge her for coming out to look at her pool twice. We have done our very best to work with this customer to resolve her pool problems; however she is not accepting the decision of the pool wall warranty companies decision that her pool wall damage came from improper winter closing procedures of her skimmer unit, which allowed ice to form inside the skimmer and the weight of the ice in the skimmer caused the wall to buckle and the skimmer to pull away from the wall which in turn caused the skimmer to leak when the ice melted and rust to form from the leak.
PDC Spa & Pool World