In response to Revdex.com complaint re: Customer *** ***
This pool project was started July 11, days later, the swimming pool was plastered on September 4, 2014. The pool started to fill soon after and was
full on Sept 6th. The pool was started up on Monday, Sept8th,the
customer does not need to be present at the start-up, unfortunately customer thought that he needed to be there and *** (our start up technician), didn’t show up when customer thought he was going, because there was no actual appointment made and *** was not aware that the customer was waiting for him. At Pool Concepts, we have a certain procedure after a pool is plastered. One week after our pools are plastered a letter is sent thanking our customer for purchasing their pool from us. The intent of this letter is not to insinuate that we are completely done with the project. Often times there are several small things that still need to be done to complete the project, although the customer is able to swim in the pool Customer sent an email stating that we have not completed his pool and was upset by this letter. Multiple Pool Concepts staff members responded very quickly to address his problems and assure him that we agreed that there were still multiple items already in the process of being completed. All of his issues were addressed with him before he filed this complaint and many were completed prior to his complaint. The only two items that remained at the time the complaint was registered were the flaking stone, minimal grout separation and some plaster splatter. Pool Concepts was under the impression that the customer took our recommendation and decided to wait until the first freeze, so that any stone that was going to flake would complete the flaking process that some natural stones go through after initial application. At a time after the first freeze and thaw we recommended that we would at that time replace any stones he wanted to replace. We have emails and texts confirming that he was ok to wait so that they could all be taken care of at once. In talking to him since his complaint, he was under the impression that we would replace the stones now and then wait and replace any more that flaked later after it froze and thawed. This is exactly what we decided to do. We have been in contact with the customer since the complaint. We agreed
that we misunderstood each other and that we were always planning on replacing any stones they deemed necessary, it was just when this was going to take place
that was misunderstood. We had the customer hand pick the replacement stones and each and every one of the stones they wanted to replace we have since replaced.
We have also cleaned up any plaster splatter and filled in grout cracks. These were the only items left to do since his complaint. We are finished with all of the work and I believe that the customer will agree that everything has been completed to their satisfaction at this time. We feel that the flagstone and all of the equipment used on this and every Pool Concepts pool is and has always been of excellent quality. We are very proud of the fact that we use the best available products. We were so
proud of the pool that when a prospective client in the area wanted to see some of our pools with scuppers on a raised wall, like this project, we asked if we could show the pool right after the customer complaint was issued and before we completed any of the requested work The stones were marked by the customer with blue tape that he wanted to replace and when the prospective customer asked why the tape was there we said that we are replacing these flagstones at the customer’s request. The prospective customer was very impressed with the quality of our pool and all materialWe have emails and texts to show all of our correspondence with our customer throughout the construction process. We will gladly produce any and all correspondence at your request. Our customers at very important to us and
their complete satisfaction is always our top priority
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. As soon as this complaint
was filed, Pool Concepts took action to ensure all work was completedAll three issues were addressed - The substandard rocks that were falling apart were replaced, the grout that was cracking and separated was patched and most of the plaster splatter was removed We mutually agreed on a new construction completion date of Oct 29th, which will add two months to the one-year warrantyAdditionally pool concepts has agreed to come back out within a year of construction completion to make any necessary repairs.
Regards,
*** ***
In response to Revdex.com complaint re: Customer *** ***
This pool project was started July 11, days later, the swimming pool was plastered on September 4, 2014. The pool started to fill soon after and was
full on Sept 6th. The pool was started up on Monday, Sept8th,the
customer does not need to be present at the start-up, unfortunately customer thought that he needed to be there and *** (our start up technician), didn’t show up when customer thought he was going, because there was no actual appointment made and *** was not aware that the customer was waiting for him. At Pool Concepts, we have a certain procedure after a pool is plastered. One week after our pools are plastered a letter is sent thanking our customer for purchasing their pool from us. The intent of this letter is not to insinuate that we are completely done with the project. Often times there are several small things that still need to be done to complete the project, although the customer is able to swim in the pool Customer sent an email stating that we have not completed his pool and was upset by this letter. Multiple Pool Concepts staff members responded very quickly to address his problems and assure him that we agreed that there were still multiple items already in the process of being completed. All of his issues were addressed with him before he filed this complaint and many were completed prior to his complaint. The only two items that remained at the time the complaint was registered were the flaking stone, minimal grout separation and some plaster splatter. Pool Concepts was under the impression that the customer took our recommendation and decided to wait until the first freeze, so that any stone that was going to flake would complete the flaking process that some natural stones go through after initial application. At a time after the first freeze and thaw we recommended that we would at that time replace any stones he wanted to replace. We have emails and texts confirming that he was ok to wait so that they could all be taken care of at once. In talking to him since his complaint, he was under the impression that we would replace the stones now and then wait and replace any more that flaked later after it froze and thawed. This is exactly what we decided to do. We have been in contact with the customer since the complaint. We agreed
that we misunderstood each other and that we were always planning on replacing any stones they deemed necessary, it was just when this was going to take place
that was misunderstood. We had the customer hand pick the replacement stones and each and every one of the stones they wanted to replace we have since replaced.
We have also cleaned up any plaster splatter and filled in grout cracks. These were the only items left to do since his complaint. We are finished with all of the work and I believe that the customer will agree that everything has been completed to their satisfaction at this time. We feel that the flagstone and all of the equipment used on this and every Pool Concepts pool is and has always been of excellent quality. We are very proud of the fact that we use the best available products. We were so
proud of the pool that when a prospective client in the area wanted to see some of our pools with scuppers on a raised wall, like this project, we asked if we could show the pool right after the customer complaint was issued and before we completed any of the requested work The stones were marked by the customer with blue tape that he wanted to replace and when the prospective customer asked why the tape was there we said that we are replacing these flagstones at the customer’s request. The prospective customer was very impressed with the quality of our pool and all materialWe have emails and texts to show all of our correspondence with our customer throughout the construction process. We will gladly produce any and all correspondence at your request. Our customers at very important to us and
their complete satisfaction is always our top priority
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. As soon as this complaint
was filed, Pool Concepts took action to ensure all work was completedAll three issues were addressed - The substandard rocks that were falling apart were replaced, the grout that was cracking and separated was patched and most of the plaster splatter was removed We mutually agreed on a new construction completion date of Oct 29th, which will add two months to the one-year warrantyAdditionally pool concepts has agreed to come back out within a year of construction completion to make any necessary repairs.
Regards,
*** ***