Pool Service Inc.

Pool Service Incis willing to make the following and final offer to *** ***; Pool Service Incwill install the pool liner that is currently in the possession of Mr*** as long as it is still in unopened and untampered conditionTo be inspected and determined by Pool Service IncIf the original box has been opened and/or the liner tampered with in any way, Pool Service Increserves the right to refuse installation serviceWith respect to item #1, Pool Service Incwill perform the install in the month of May This installation date is due to the need for the spring/summer heat to allow the pool liner to have optimum flexibilityWith respect to item's #& #2, Mr*** must be willing to pay the $installation fee at the time of install No EXTRAS (such as equipment repair or water testing) will be performed by Pool Service Inc No Municipal Water bills will be covered by Pool Service Inc.This offer is made in good faith and is in no way an admission of guilt on the part of Pool Service IncPool Service Incwill require a response from Mr*** that includes the date convenient for the install to take place in the month of May The response from Mr*** will be due by the end of January in order to allow for proper schedulingPlease send a signed copy of the agreement/response to Pool Service Inc.Sincerely,*** ***Controller, Pool Service Inc

In response to this claim;
While the timeline is relatively accurate the details have been skewed and need some corrections.
Mr. & Mrs. [redacted] do have a new pool liner installed by Pool Service Inc. This installation took place with the permission of Mr. [redacted], to be done during the...

week of his vacation. We would not have done any work without prior permission.
After completing the liner install, a brand new pool light and new equipment timer were installed at no labor cost to Mr. & Mrs. [redacted] saving them $127.50. This courtesy was extended to Mr. & Mrs. [redacted] as a good will offering as they were expressing distress over the cost of this whole job.
Sometime later we were called out to put the liner back into the bead track as a small section had come out. At that time the liner was damaged and a small dime size patch was done. This is standard procedure for old and new liners. The damage was caused in a non-stress area and would not cause the new liner to fail. The patch color used was not of matching colors and was therefore noticeable. 
We were contacted by Mr. & Mrs. [redacted] regarding the patch. The customer was understandingly yet excessively upset by this patch and chose to approach this issue aggressively instead of calmly and rationally. The customer approach made it difficult to work with them but we were committed to resolving any issues to their complete satisfaction. We agreed to ordering a brand new liner (#2) for them and installing it after the swimming season was over so as not to further interrupt their summer.
Our company is a tiny family owned and operated business. On 8/15/2014 we lost one of our owners to her three year battle against cancer. She was not only one of our owners but our wife, mother and grandmother. This battle and ultimate loss waged by our loved one was a strain on every single level of operation and lives. We have been in the pool business for 40 years and we were determined to push through this adversity with the same approach to our customer as always "The customer is always right" ...
With this goal in mind we reached out to Mr. & Mrs. [redacted] and offered to waive the $500.00 balance on their account and fix the dime sized patch with the correct color and pattern so it would not be noticeable. This offer was rejected in an instantly confrontational and abusive way. We assured Mr. & Ms. [redacted] that this was no problem and we would order the 2nd liner that day, no more questions asked. This assurance then really set Mrs. [redacted] off as she was upset that we did not order the 2nd liner and have it sitting in our warehouse for weeks ahead of the 2nd install We experience an average turnaround time of 3-5 business days for liner manufacture. We did not order the 2nd liner until 8/20/2014. We recognize that had we ordered the 2nd liner in June and had it on hand for the Patlink's that maybe they would not have reacted so strongly. We will never know. We were busy saying goodbye to our matriarch at the end of something truly abominable to witness.
The 2nd liner was complete and in our hands on 8/29/2014. We delivered it to the home of Mr. & Mrs. [redacted] that same day. We attempted to make contact but no one answered the door. We left paperwork with this 2nd liner explaining that we were refunding them $500.00 for the remaining balance owed because we would not be installing the 2nd liner. We gave Mr. & Mrs. [redacted] multiple references for installation companies that we know to do the installations for approximately the $500.00 we refunded them. None of our efforts were received well and we were again subjected to unnecessary threats and aggression.
To recap our position;
Mr. & Mrs. [redacted] have a completely viable liner in their pool from our install of liner #1. This liner has the projected life span of 5 to 10 years in its present condition. 
Mr. & Mrs. [redacted] have a  brand new pool light and equipment timer (not originally agreed to) installed labor free saving them $127.50, as a gesture of goodwill on our part.
Mr. & Mrs. [redacted] have liner #2 in their possession. This liner was delivered to them in brand new condition and packaging that includes a warranty against defect. This liner was manufactured to the specs of Mr. & Mrs. [redacted]'s pool and is not returnable or refundable.
Mr. & Mrs. [redacted] were refunded an additional $500.00 for the cost of having a different company install the 2nd liner and given multiple references for other installers.
We have done everything we can think of to compensate Mr. & Mrs. [redacted]. We have willingly sustained a considerable loss to make this as right as we possibly can. We endured unnecessary attacks on our character even after explaining why we didn't order the 2nd liner in June 2014.  Both parties, all the while, knowing that liner #2 would not be installed until after the [redacted] family was done swimming for summer. 
In closing, we have always put the customer first and we have always been ready and willing to help anyone with a pool problem. Such was this case, until it became apparent through several abusive, degrading, condescending and impugning phone conversations that this job had become an impossibility, for us. We will bend over backwards to help our pool customers, but, we also reserve the right to refuse our services to anyone who chooses to treat us with unbridled unapologetic disrespect. We are convinced that no amount of bending or compromising on our part would have been enough to rectify this issue and we are confident in the steps we took to reimburse/compensate Mr. & Mrs. [redacted].
Lost revenue to date: $1800.00
Desired Settlement:
None at this time.

In response to PSI's offer...My wife and I have discussed it and do not wish to pay PSI any more money. We have dealt with this ordeal for 7 months and feel we have been lied to and lied about from this company. We do not trust PSI. The 2nd pool liner is still in the box unopened in my garage just as they dropped it at my door. If they want to install it at no charge May would be fine.

Horrible. Broke the rules by entering my yard without permission. Hit my dog with their pool skimmer then tried to make me pay for it when my dog chased him into the pool. DO NOT TRUST MELVIN.

Cancelled service because after I left on deployment, they chose not to follow my simple direction of knocking on my front door prior to entering my back yard that has a pretty large, 'BEWARE OF DOG' sign. They didn't like being chased into the pool and then tried to force my wife to pay for the phone they had in their pocket. They are not good with following basic instructions.

Review: Hired PSI to replace pool liner. Was told that it would take a week to get the liner and 3 days to install. On 4/08/14 PSI was given a deposit of 1,300.00.They removed old liner for measurements and had to come back out to remeasure the whole, do to not getting it from the old liner. We informed PSI we would be out of town the week of 05/05 and asked they did it the week before or the week after so we would be home for the install. We received a call from our son, the week of 05/05 that PSI was at our home to install the new liner. When we returned on 05/10 they where adding water to the pool. They replaced the light and fixed the electrical a week after the pool was filled. While skimming the pool of leaves I noticed a small patch in the corner. We called and left a number of messages and got a call back from [redacted]. We informed her the pool had been patched and the trash was still on the side of our house. We asked for her dad to come and she said he would. He came and said that the wrong tool was used and caused the whole. He said his daughter would want this completed and they would install a new liner. We told him we could wait until the season slowed to replace the liner if needed and he said he would have [redacted] order the new liner. We received a call from [redacted] on 06/17 telling us she was going to order the new liner and asked if we could make a payment. We said we would pay 944.00 leaving a 500.00 to be paid after the line was installed. We heard nothing from them and called leaving messages the 2nd week of Aug. asking about the liner. On or around 08/20 [redacted] called asking us to wave the 500.00 bill and just keep the liner we had, that it was functional and we told her no. We told her we wanted the liner replaced as we agreed. She said she would the liner and hung up. They left the liner on our porch 8/29 with a bill showing a 500.00 credit. Called 8/29 left MSG. On 9/6 talked to [redacted] and she said she had no crew, and ref'ed us to someone else. She refused to install the liner and hung up.Desired Settlement: We would like a full refund so we can have another company install a new liner and they can have this one back, as we do not know if it is correct or damaged. Liner is still in un opened box.

Business

Response:

In response to this claim;

While the timeline is relatively accurate the details have been skewed and need some corrections.

Mr. & Mrs. [redacted] do have a new pool liner installed by Pool Service Inc. This installation took place with the permission of Mr. [redacted], to be done during the week of his vacation. We would not have done any work without prior permission.

After completing the liner install, a brand new pool light and new equipment timer were installed at no labor cost to Mr. & Mrs. [redacted] saving them $127.50. This courtesy was extended to Mr. & Mrs. [redacted] as a good will offering as they were expressing distress over the cost of this whole job.

Sometime later we were called out to put the liner back into the bead track as a small section had come out. At that time the liner was damaged and a small dime size patch was done. This is standard procedure for old and new liners. The damage was caused in a non-stress area and would not cause the new liner to fail. The patch color used was not of matching colors and was therefore noticeable.

We were contacted by Mr. & Mrs. [redacted] regarding the patch. The customer was understandingly yet excessively upset by this patch and chose to approach this issue aggressively instead of calmly and rationally. The customer approach made it difficult to work with them but we were committed to resolving any issues to their complete satisfaction. We agreed to ordering a brand new liner (#2) for them and installing it after the swimming season was over so as not to further interrupt their summer.

Our company is a tiny family owned and operated business. On 8/15/2014 we lost one of our owners to her three year battle against cancer. She was not only one of our owners but our wife, mother and grandmother. This battle and ultimate loss waged by our loved one was a strain on every single level of operation and lives. We have been in the pool business for 40 years and we were determined to push through this adversity with the same approach to our customer as always "The customer is always right" ...

With this goal in mind we reached out to Mr. & Mrs. [redacted] and offered to waive the $500.00 balance on their account and fix the dime sized patch with the correct color and pattern so it would not be noticeable. This offer was rejected in an instantly confrontational and abusive way. We assured Mr. & Ms. [redacted] that this was no problem and we would order the 2nd liner that day, no more questions asked. This assurance then really set Mrs. [redacted] off as she was upset that we did not order the 2nd liner and have it sitting in our warehouse for weeks ahead of the 2nd install We experience an average turnaround time of 3-5 business days for liner manufacture. We did not order the 2nd liner until 8/20/2014. We recognize that had we ordered the 2nd liner in June and had it on hand for the Patlink's that maybe they would not have reacted so strongly. We will never know. We were busy saying goodbye to our matriarch at the end of something truly abominable to witness.

The 2nd liner was complete and in our hands on 8/29/2014. We delivered it to the home of Mr. & Mrs. [redacted] that same day. We attempted to make contact but no one answered the door. We left paperwork with this 2nd liner explaining that we were refunding them $500.00 for the remaining balance owed because we would not be installing the 2nd liner. We gave Mr. & Mrs. [redacted] multiple references for installation companies that we know to do the installations for approximately the $500.00 we refunded them. None of our efforts were received well and we were again subjected to unnecessary threats and aggression.

To recap our position;

Mr. & Mrs. [redacted] have a completely viable liner in their pool from our install of liner #1. This liner has the projected life span of 5 to 10 years in its present condition.

Mr. & Mrs. [redacted] have a brand new pool light and equipment timer (not originally agreed to) installed labor free saving them $127.50, as a gesture of goodwill on our part.

Mr. & Mrs. [redacted] have liner #2 in their possession. This liner was delivered to them in brand new condition and packaging that includes a warranty against defect. This liner was manufactured to the specs of Mr. & Mrs. [redacted]'s pool and is not returnable or refundable.

Mr. & Mrs. [redacted] were refunded an additional $500.00 for the cost of having a different company install the 2nd liner and given multiple references for other installers.

We have done everything we can think of to compensate Mr. & Mrs. [redacted]. We have willingly sustained a considerable loss to make this as right as we possibly can. We endured unnecessary attacks on our character even after explaining why we didn't order the 2nd liner in June 2014. Both parties, all the while, knowing that liner #2 would not be installed until after the [redacted] family was done swimming for summer.

In closing, we have always put the customer first and we have always been ready and willing to help anyone with a pool problem. Such was this case, until it became apparent through several abusive, degrading, condescending and impugning phone conversations that this job had become an impossibility, for us. We will bend over backwards to help our pool customers, but, we also reserve the right to refuse our services to anyone who chooses to treat us with unbridled unapologetic disrespect. We are convinced that no amount of bending or compromising on our part would have been enough to rectify this issue and we are confident in the steps we took to reimburse/compensate Mr. & Mrs. [redacted].

Lost revenue to date: $1800.00

Desired Settlement:

None at this time.

Business

Response:

Pool Service Inc. is willing to make the following and final offer to [redacted];