Pool Town Inc

Complaint: ***
I am rejecting this response because:
1) Retaining Wall - There is a twenty inch height differnce between the pool and the soil.
2) Extra sqft of concrete over and above the sqft already included on the contract. This was agreed with salesman. If Pool Town position is to simply deny that these conversations took place, I can follow up in small claims court.
3) Pool Light - See attached picture. The contract has deep end light, shallow end light, small sun deck lights. Poll Town is claiming that the shallow end light was given free of charge which is not true.
4) As far as the slide is concerned, we agree that it is fair to provide the customer with the $desired amount. - Agreed
5) Pool cleaning - I no longer am comfortable with the service provided by Pool Town. I will hire an independant pool service but would expect Pool Town to pay for the cleaning service that they neglected to provide
Regards,
*** ***

MrEric P***, co-owner of Pool Town, Inchas arranged a meeting with the customer today in an effort to resolve the issueRuss C***
President
Pool Town, Inc

Just spoke to the customer who understands that the problem is not an emergency but just wanted to be assured that it will be taken care of before the summer is overWhich I did assure her

Spoke to the customer yesterday and today.
We also had a technician work on the pool project yesterday to relocate the waterfall line as per customer's request.
The customer is meeting the owner of Pool Town tomorrow Wednesday at 6.00pm after he gets off work.
We
hope to resolve any outstanding issues at that meeting

We sent out an independent diver to thoroughly inspect the pool liner for leaks and found none.
Leak detection equipment was also used and again no leak was found.
[redacted] proceeded to pressure test the plumbing lines and found the all passed.
So no leak was detected...

in the liner or the plumbing lines.[redacted] winterized the pool on November 25.
Left message with the customer today to contact me with any questions at :
[redacted]

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because Pool Town did not show up at my residence as promised.  Please see the below commumication on Saturdaty 03/26.
Pool Town: Hi Mr. [redacted]. [redacted] got here. I will call you as soon as he leaves. This is Russ. Pool town. 1:36PM
Homeowner: Ok 1:48PM
Pool Town: The tech came here for a simple procedure and is still here!! 3:06PM
Homeowner: Ok. 3:31PM
Pool Town: Long story. But I am still not done with this mess!!The technician left at 5 after 4 hours he still did not complete the order. Now I have no land line and no security monitoring service. Amazing. [redacted] sending me to [redacted] and now [redacted] just sent me back to [redacted]. 5:29PM
Homeowner: Ok. I will update the Revdex.com that you were not able to make it. Thanks. 5:48PM
Regards,
[redacted]

Just talked to [redacted]. He wasn't aware that [redacted] filed a complaint with the Revdex.com.
[redacted] has been talking to Christos C[redacted] who is a member of our management team here at Pool Town. 
We are insured with [redacted] and our customers are provided with a summary page...

of our coverage for their records at the time the pool contract is signed. All our subcontractors also have to carry the same levels of coverage as well as naming Pool Town as additional insured in order to be able to do work for us. And the excavator who worked at the [redacted]' residence is not an exception. So this incident is taking its course and the complaint must have been filed due to a misunderstanding of what the procedures are that must be followed. 
I would like to take this opportunity to express my understanding about the inconvenience we might have caused to Mr and Mrs [redacted] and their family. We will stay on top of this claim in order to ensure that the process is expedited. Besides Christos, we also have Chris P[redacted] involved. Mr. P[redacted] is heading our financial and administrative department and is the person here working on the claim with our insurance company.
I am always available and the best way to reach me if necessary is with an email to:
[redacted]
President,
Pool Town, Inc

We are surprised and disappointed that our customer filed a complaint with the Revdex.com this morning.We got a call from [redacted] at about 10am this morning notifying us that their heat pump was not working.At no point did we refuse to help him. In fact we told [redacted] that we will get right...

on it.Since then, at about 2pm, Brian G[redacted] the Service Manager, called back [redacted] and explained to him that we placed a call to the manufacturer of the heat pump informing them about the issue and asking for service. Just about now, at 3.30pm, we received a call from Tim H[redacted], from [redacted] the manufacturer of the heat pump.  Tim told us that he spoke to both [redacted] and that he promised them that they will have a heated pool to swim in by the weekend.We do not promise our customers that things never go wrong. What we do promise them is that if and when something goes wrong we will be here to correct it. We do stand behind our products.We attribute this complaint to a misunderstanding and hope our customer will withdraw their complaint to the Revdex.com as we think we do not deserve this on our record. Russ C[redacted]President and Co-ownerPool Town, Inc[redacted]

In reference to the above complaint, I'd like to inform you of the following: 
 
1) As far as the retaining wall is concerned, we have advised the customer that there is no need for a retaining wall and other much less expensive methods will yield the same result....

Contractually, it is the homeowner's responsibility to provide for any additional grading, walls, etc.2) As far as the extra 100 sqft of concrete over and above the 100 sqft already included on the contract, the salesman denies that was ever agreed upon, and the contract specifically reads only an additional 100 sqft of concrete. 
3) As far as the light is concerned, it is the customer's claim that the light does not illuminate the pool well. However, the customer has 3 additional lights in the pool and we believe the pool is illuminated sufficiently. Furthermore, after the contract was signed by both parties, the light in question, was given to the customer free of charge and placed in a location to cover the area that was not covered by the deep end light. 
4) As far as the slide is concerned, we agree that it is fair to provide the customer with the $200 desired amount. 
5) As far as the cleaning is concerned, we have no issue with providing him for a cleaning once the pool is opened and clear. It is not our responsibility to balance the water chemistry but once that is sufficiently done then we will return for a cleaning.

I called the customer yesterday and I explained to him that the hole in the liner is not a manufacturer's defect. The 15 year warranty only covers manufacturer's defects. Being that the liner is ten years old, it will not be easy to repair. In any case, the customer agreed...

to pay us to make an attempt to repair the tear. The job is scheduled.

As the customer stated, we have corrected the problem more than one time. Even though it's not covered under the warranty. Our suggestion this last time being that the pool liner is close to its life expectancy was to give the customer a discounted price on a new liner. And once...

the old liner is removed, we can do another repair at no cost to her. We feel that was a generous offer and it's unfortunate that the customer rejected it.

The issues were resolved during a meeting here at Pool Town with [redacted] on Wednesday Oct 28Sent from my iPhoneBegin forwarded message:From: [redacted]Date: October 28, 2015 at 3:52:33 PM...

EDTTo: Michael P[redacted]Subject: Re: In Reference to the DiscrepancyMike, Thank you for your time today. I agree to pay the $1,000 indicated in the original payment schedule and I accept your offer of 100 additional square feet of concrete at a cost of $500, in addition to the 100 square feet included in the original agreement. After the $1,000 is paid, you will resume work on the pool. There will be a remaining balance of $1,510 for all work including the additional 100 sq ft agreed to here. I understand that any concrete beyond 200 sq ft will be billed at the normal rate. Based on this agreement I will remove my [redacted] comment left on Pool Town's [redacted] on 10/27/15. [redacted]
[redacted]On Oct 28, 2015, at 3:33 PM, Michael P[redacted] wrote:[redacted], there was a typo in the last email, it is 100 square feet, not 1000. Sent from my iPhoneOn Oct 28, 2015, at 3:30 PM, Michael P[redacted] wrote:Hey [redacted], Pleasure meeting with you today. As a courtesy to you due to the miscommunication about the outstanding balance, we at Pool Town are volunteering to give you half off of the first 1000 square feet of concrete that you get above and beyond your original contract. We will send out the electrician as soon as we received the balance owed according to the contract schedule. Thanks Mike Sent from my iPhone

The standard pool cover is included in the package. A $300 credit is applied when the customer upgrades the cover. 
In this case the customer wants to cancel the cover AND get a $300 credit. That's not the same thing as upgrading. 
Customer was given a quote for the upgraded...

cover and the $300 credit was applied to the quote but the customer decided not to upgrade with us. The closing of the pool is a free service that we provide to our new pool owners when the pool construction begins after August 15. And we are honoring that offer since the pool was excavated in August. 
As far as the pool light we installed a 500 watt Hayward light that is the strongest flood light for underwater swimming pools in the market. To get the full effects the pool water should be crystal clear. 
We are ready to deliver the standard cover and professionally winterize and close down the pool to protect it from freeze damage  
Otherwise we will give the customer a refund of $250.

We started the paperwork with pool town in January and we are now approaching July and the yard is still a mess with no concrete around the pool and no end in sight for this project. Pool Town salesmen (Carl) does not properly explain the change orders that you WILL have to pay and they don’t properly explain all of the damage they WILL cause to your property and that they will not repair any of it. The office is not responsive and you are essentially left to follow up with the subcontractors on your own if you want to get something done. The contractors do not show up on scheduled dates and when they do, they only perform enough work to get the job started in order to get you to stop complaining. Do not hire this company, they are overwhelmed with projects, they overpromise and underperform. The one thing that they do right is that they keep reminding you of the payment that is due and that it needs to be in a certified check. We have made every single payment on time, we have yet to receive service on time.

[A default letter is provided here which indicates your acceptance of the business's response. ...

If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

I called the number and spoke to [redacted] who told me he was going to retract his complaint back on Friday July 22nd. That is why I did not immediately respond to the Revdex.com. Apparently Mr. [redacted] did not withdraw his complaint.
At the time, [redacted] was approved for a loan that would...

cover the cost of the pool contract but that wasn't enough. [redacted] wanted additional moneys to be able to cover additional costs that would be required to complete the project. I then spoke to Carl C who told me that he was aware of that and he was working with his contacts to get him more money.Russ C
President
Pool Town, Inc

Just spoke to Mr. [redacted].
I will be meeting with him at his property this Saturday. 
 
Russ C 
President.

From what I understand, the issue has been resolved by Saturday November 12th.
Called and left message with customer today to confirm.
 
Russ C[redacted]
President
Pool Town, Inc.

Complaint: [redacted]
I am rejecting this response because:I filed a complaint with Pool Town on 9/15 and they responded on 9/18. I did not know they responded, therefore I didn't get to respond back. Yesterday, I got an email saying the complaint has been resolved. It is not. I do not have a problem buying a new liner at a discounted price , however , that will not fix thedproblem of my wall buckling which should be under warranty since it is a structural problem. The structure of the pool has a fifty year warranty. Also, thevcement is pulling away and has a big gap between the seams because of the pool walls moving. If they plan on fixing both the pool wall and cement fine. The pool has been a problem since day one and they should have been fixed properly from the start.
Regards,
[redacted]