Pool & Spa Outlet

Review: We put a deposit on a pool package last fall hoping to have installation this spring. I clearly inquired to the sales person that if there would be any reason that we could not move forward where would we stand. His words.." I'm not here to rip anyone off " He would refund the deposit. WE have had an unfortunate turn of events medically. My fiance is a disabled veteran and has had to have 3 surgeries since stemming from his disability. He is physically unable to prepare what would be necessary at our home to have the pool installed..nor are we in the position now to have that additional cost to pay someone to prepare. WE certainly did not want this to happen. I took the man at his word with a hand shake. I suppose I should have read the fine print. I was promised a phone call back as well..I did not receive. I did get a message from a different person at the store saying they would keep note of our deposit to possibly allocate toward a pool in the future. Why would I ever want to do business with someone that cant honor their own words??Desired Settlement: I would be satisfied with a store credit..my brother has a pool and has offered to use the credit and give me the money to help out..and I did tell [redacted] that, to which I was told he would call me back..never did.

Business

Response:

In regards to the above-referenced complaint, our position is as follows:

I have attached for your reference a copy of the Aboveground Pool Sales Agreement which was signed on 9-11-13. The agreement was for the purchase of an aboveground pool and installation. You will notice that the agreement specifically indicates that ALL SALES ARE FINAL. Please also note that Item #5 further states that "Deposit is non-refundable unless otherwise noted on contract". These terms were agreed to. The reason that we haven written contracts is so that there is no misunderstanding as to the terms and conditions. Neither of these stipulations are in "fine print" as stated by the purchaser. They are clearly noted on the front of the contract just above her signature. Our customers are given every opportunity to review the Agreement of Sale before signing it.

The pool that was purchased was a 2013 close-out model. We held onto that pool for the customer for the past six months, based on her promise to have it installed in the spring. Although we are sympathetic to her situation, we are now left with last year's pool model which will have to be discounted even more to sell. Sales contracts are binding on both the Seller and the Buyer and our policy is stated very clearly.

Please feel free to contact me if you have any further questions.

[redacted], General Manager

Consumer

Response:

Review: Unprofessional/ Unsatisfactory Installation

Installation was supposed to start on 5/11/15. The installer called on the morning of 5/11/15 and indicated that he could not start on 5/11/15 because his employee called off. The installation then started on 5/12/15. The installer worked on 5/12/15 for 7 hours but did not finish. He informed me that he could not come back to finish the next day, 5/13/15. He said he would be back on Thursday, 5/14/15 at noon. He would call the water hauling company and schedule the water delivery for 2 p.m. The installers did not show up until 6 p.m. on 5/14/15. They continued the installation of the pool until about 8:30 p.m. They were actually using flashlights to screw in the top caps. The installer then left for about an hour and then returned to meet the water truck and fill the pool. On the morning of 5/15/15, the pool was leaking. I contacted both the installer and The Pool & Spa Outlet to express concerns about the leak. The installer said he would return to check out the problem when he had a chance. Neither the installer nor the Pool & Spa Outlet seemed to have the level of concern that I had. The installer arrived at 6 p.m. on 5/15/15 and determined the pool had to be drained and the liner needed to be replaced. The new liner and water was replaced on Sunday, 5/17/15.

After the liner and water was replaced and the installation was complete, the vertical pillars around the pool wall were not plumb. The support buttresses were not set in a straight line. These concerns were brought up to The Pool & Spa Outlet on the morning of 5/16/15, but were not fixed by the installer on 5/17/15. The sand pump was set up on cement blocks, but not sitting level on the ground. Cigarette butts were left around the pool from the installers. I paid The Pool & Spa Outlet to install my above ground pool because I wanted to be sure it was done right. I feel the various aspects of the installation process mentioned above were unprofessional and unsatisfactory.

Unsatisfactory customer service after my check was cashed

On the morning of 5/18/15, I went to the Pool & Spa Outlet to express my concerns about the unprofessional aspects of the installation (specifically the vertical pillars, support buttresses and sand pump.) I asked if a representative from the Pool & Spa Outlet would come to my home to view my complaints/concerns in person. I was told that the owner would call me. I did not receive a phone call or visit from anyone at the Pool & Spa Outlet. This was extremely upsetting to me because prior to me signing the contract for the pool and installation purchase, both the owner and sales representative came to my home on two separate occasions. The owner came out one day to look at my property and answer questions I had about possible locations for the pool and the sales representative came out on a different day to assist me with the building permit application. I think it is bad customer service and bad business to be so helpful before the check is cashed, yet very unhelpful and apathetic after the check is cashed and the customer still has concerns/complaints.Desired Settlement: Refund of paid installation.

Business

Response:

We are unwilling to issue a refund because the customer received everything she was entitled to under the terms of the Sales Agreement. Her pool and all equipment was delivered and installed (including sand and block). There was a problem with the original pool liner. As per the customer's compplaint, she visited our store on the morning of May 15th to inform us that the pool liner was leaking - the installer was at her home the same day at 6pm and determined that the liner needed replaced. Our Sales Manager met the installer at 6:30pm at our Peters Twp store (after the store had closed for the day) and provided him with 2 pumps to drain the pool quickly. The new liner was replaced on Sunday, May 17th and Pool & Spa Outlet paid for the replacement water, even though our Sales Agreement specifically states that water fill or water loss for any reason is the customer's responsibility. So within less than 48 hours from the time the leak was reported, the pool was pumped out, the old liner was removed, the new liner was installed and the pool was re-filled with water.The customer expressed a concern about the upright posts when she visited the store. She was taken to our display pool and shown that the upright posts on our display pool look the same as hers. We also put her in touch with the representative of the pool manufacturer who further assured her that the installation is fine and the pool is structurally safe. There is nothing more we can do about that. The owner of our company, [redacted], visited her home one day last week and spoke with a gentleman who he believed to be her father. Fred explained to him that the installation is fine and the pool is safe to use.As far as her concerns regarding the location and placement of the sand filter and pump, please be advised that most of our customers provide the installers with a level location for the filter equipment. Miss [redacted] did not. Our installer graciously used some additional block that he had in his truck to help achieve an equipment pad. This is not something that is included in the installation but was done to help accommodate the customer. If she prefers a more permanent and level surface, she can certainly have a concrete pad constructed if she chooses.o[redacted] General ManagerPool & Spa Outlet

Consumer

Response:

June 21, 2015 I am an unsatisfied customer of the Pool & Spa Outlet. Regarding the replacement water that the Pool & Spa Outlet replaced, I’m sure no customer would accept anything less. There was some type of flaw in the liner provided or in the installation process. The Sales Agreement from the Pool & Spa Outlet states “We strongly recommend the use of water trucks to quickly fill your pool and eliminate the possibility of wrinkles in the liner. “ “We will be happy to schedule this service if requested.” So you strongly recommend water trucks but you were doing me a favor by replacing the water 3 days after you installed a bad liner. I reported my complaints and concerns about the upright posts on 5/15/15/ at my home to the installer. Not at the store on 5/15. I only called the store on 5/15. I also reported my complaints/concerns to the Store Manager on the phone on 5/16. Then again in person to the Store Manager at the store on 5/18. (5/18/15 is after the installer came back to replace the liner) This is when I saw the display pool. I felt the upright posts were not perfect, but not as bad as mine. I suppose I was expecting too much to have the upright support posts to be lined up straight and plumb. I had a second complaint on this visit, it was that the filter was not set up on a level surface. The Sales Agreement does not state that the customer is responsible for providing a level location or patio stone. I was never told that I should provide a level location or patio stone. The Sales Agreement states “The cost for your pool installation includes pool and liner installation, skimmer, return filter and/or heater.” The first sentence in the Manufacturer’s instructions for the filter is “The filter system should be installed, not more than 6 feet above pool water level, on a level concrete slab.” This doesn’t make sense to me. If the cost of installation includes the filter, the filter requires a level concrete slab, the Sales Agreement does not indicate the customer is responsible for providing the concrete slab and the customer was not told by anyone from the Pool & Spa Outlet to provide a level concrete slab, then how is this the customers responsibility and not a valid complaint? This is why I asked the Sales Manager on the morning that I visited the store (5/18/15) to have the owner call me or stop over to my home. Again, I feel as a customer, I should have received a call or visit from the owner that day or at least the next day. I did not ever hear from the owner. The owner spoke to my father on 6/9/15. My father is not the customer and did not pay for the pool and installation. I understand that the position of the Pool & Spa Outlet is that my pool is safe. However, I had other complaints as well that they were not at all concerned about. This is a strong example of poor customer service and satisfaction. I made a complaint in person on 5/18/15 and the owner does not respond to it until 6/9/15. This response was after my complaint was filed with the Revdex.com. [redacted]