Pool Innovations, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all, we had already paid $600 for a light which we thought came with a switch to control it.  Pool Innovations put in a normal switch, and we were told that in order to change the light settings we would need to turn the switch on and off multiple times to get the setting we wanted.  For example, if we wanted the 15th sequence in the light's system, we would need to turn the switch on and off 15 times.  This is ludicrous and we requested that Pool Innovations put in the switch that has controls on it that was pictured in the book that came with the light.  [redacted] never said that the electrical was an additional $525, and we paid an additional $125 for the switch and the work.  I hardly doubt that it was $525, because it was just a matter of disconnecting a regular switch and installing the special switch that goes with the light. 

Also, my main complaint is that my husband and I had to call multiple times to request that the kool decking be done.  Every time, the answering service told us that someone would be calling us back.  After about 8 times, and threatening to complain to the Revdex.com, we finally received a call from [redacted] telling us he doesn't want to do the work.  This to me is poor business and a waste of my time for 3 weeks.  Now, we have to find another company to do the work.  And, furthermore, he shouldn't have left back in December telling us that he would come back in the spring and honor his price and contract.  If he can afford to give up $1800 worth of work because of a stupid $125 switch, more power to him, but I wanted other people to know that if I were them I would think twice before entering into a contract with this company.  They do not uphold their word, and they do not return their phone calls.

Regards,

We're sorry that [redacted] & [redacted] feel that we were being irrational when we refused to do anymore work for them. In December 2013 while we were doing the work for them, we did $525.00 of additional electrical work outside the scope of our contract and they refused to pay. Not only did they...

refuse to pay, but [redacted] became very rude to me personally and our staff and demanded that all the extra work be included. Given that customer service is our #1 priority and with that in mind, we absorbed the additional costs, said thank you and moved on. When [redacted] called 6 months later and wanted us to resurface there existing cool deck, we refused. This was related to our past experience with them. We told [redacted] very nicely that if she had any problems with any of the work we had done for them, to please give us a call and we would be right out to take care of it, but as far as doing any future work for them we were not interested. After [redacted] was told that she became very rude again and said she would file a complaint with the Revdex.com. We pride ourselves in customer service and doing quality work for a great price. Please check out our reviews at [redacted] or do a [redacted] search. We care very much about our customers and did nothing wrong to deserve this complaint, other than refusing to do work for someone we've had previous problems with. In her complaint, [redacted] states "We were satisfied with the work that was done". This complaint is not related to the work that was done on their pool, it is simply because we refused to do future work for them. I hope this explains things more clearly and please know at Pool Innovations, Inc our customers are always #1. Thank You - Pool Innovations, Inc.

Review: We hired Pool Innovations to resurface our pool in December 2013. They gave us an addendum to our contract that we could have the kool decking resurfaced within 6 months for the quoted price at that time. We decided we were going to wait until spring for the kool decking so that we could save more money and pay cash for the work. In December, we bought a LED light that cost a lot of money. After it was installed, in order to change the light from different settings, we had to turn the switch on and off multiple times. The book that comes with the light showed a special switch that had the settings on it, and that is what we thought we would be getting. After speaking with [redacted], he got the switch and changed it out, we paid him extra and we thought all was well. We were satisfied with the work that was done. However, I tried to contact him this spring regarding completing the kool decking, and every time my husband and I called, the answering service stated that someone would be calling us back. After about the 8th time of calling with no response, I threatened to report them to the Revdex.com. [redacted] finally contacted me and stated that he refuses to do any more work for us. I feel that he is being irrational. We paid him promptly for the work he had done back in December, and we thought we had left on good terms. He even left stating that we could call him in the spring to do the work on the kool deck. And, him motto is, "Customer service is our #1 priority". So, now we've wasted 3 weeks trying to contact him, and we no longer have anyone to do our kool deck.

Business

Response:

We're sorry that [redacted] & [redacted] feel that we were being irrational when we refused to do anymore work for them. In December 2013 while we were doing the work for them, we did $525.00 of additional electrical work outside the scope of our contract and they refused to pay. Not only did they refuse to pay, but [redacted] became very rude to me personally and our staff and demanded that all the extra work be included. Given that customer service is our #1 priority and with that in mind, we absorbed the additional costs, said thank you and moved on. When [redacted] called 6 months later and wanted us to resurface there existing cool deck, we refused. This was related to our past experience with them. We told [redacted] very nicely that if she had any problems with any of the work we had done for them, to please give us a call and we would be right out to take care of it, but as far as doing any future work for them we were not interested. After [redacted] was told that she became very rude again and said she would file a complaint with the Revdex.com. We pride ourselves in customer service and doing quality work for a great price. Please check out our reviews at [redacted] or do a [redacted] search. We care very much about our customers and did nothing wrong to deserve this complaint, other than refusing to do work for someone we've had previous problems with. In her complaint, [redacted] states "We were satisfied with the work that was done". This complaint is not related to the work that was done on their pool, it is simply because we refused to do future work for them. I hope this explains things more clearly and please know at Pool Innovations, Inc our customers are always #1. Thank You - Pool Innovations, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all, we had already paid $600 for a light which we thought came with a switch to control it. Pool Innovations put in a normal switch, and we were told that in order to change the light settings we would need to turn the switch on and off multiple times to get the setting we wanted. For example, if we wanted the 15th sequence in the light's system, we would need to turn the switch on and off 15 times. This is ludicrous and we requested that Pool Innovations put in the switch that has controls on it that was pictured in the book that came with the light. [redacted] never said that the electrical was an additional $525, and we paid an additional $125 for the switch and the work. I hardly doubt that it was $525, because it was just a matter of disconnecting a regular switch and installing the special switch that goes with the light.

Also, my main complaint is that my husband and I had to call multiple times to request that the kool decking be done. Every time, the answering service told us that someone would be calling us back. After about 8 times, and threatening to complain to the Revdex.com, we finally received a call from [redacted] telling us he doesn't want to do the work. This to me is poor business and a waste of my time for 3 weeks. Now, we have to find another company to do the work. And, furthermore, he shouldn't have left back in December telling us that he would come back in the spring and honor his price and contract. If he can afford to give up $1800 worth of work because of a stupid $125 switch, more power to him, but I wanted other people to know that if I were them I would think twice before entering into a contract with this company. They do not uphold their word, and they do not return their phone calls.

Regards,