Pool Town Inc

1) Please see the attachment regarding the retaining wall on pg.6 of the contract. If the customer wants to install a retaining wall he needs to do it at his expense. We still maintain that he does not need a retaining wall on the side of the pool closest to the house and he can put sod down. 
2) With regards to the light please see the attachment showing pg. 1 on the contract under underwater light which shows 2 led lights in the sundeck and 1 color logic LED light in the pool. Another attachment shows a change order adding the second light at no charge. Also, please see the attached account card showing that the customer did not pay extra for the 2nd LED light.
3) With respect to the 100sq ft of patio in additional to the 100sqft already included. please see page 1 of the contract which shows only the original 100sq ft extra under the section '3 DECKING AROUND THE POOL'
4) Agreed to reimburse customer $200 for the slide issue.
5) We agreed to clean the customer's pool. A cleaning was offered once the pool is open.
 
Note : We contacted the customer by phone in an attempt to resolve the issue, but the customer did not accept our resolution.

Complaint: [redacted]
I am rejecting this response because:  
Pool Town and I came to an agreement that they would issue a refund check in the amount of $2,300 along with a $600 credit to be used in the store.  I would like to keep the complaint open until I receive the agreed amounts from Pool Town.  Please see the below Email below from Pool Town.
Hi [redacted]! It was nice spending time with you this past Saturday even though I ended up with a cold As per our telephone conversation We have mutually agreed that Pool Town will issue a refund check in the amount of $2300 plus issue a $600 credit to be used in the store. I am including a copy of this to Christos, Chris in Accounting and Carol, the VP of Arbitration at the Revdex.com. Thank you, Russ C President Pool Town, Inc. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1) Retaining Wall - I have significant soil erosion on the right side.  Pool was installed below soil level by 20 inches and the only way to fix this issue is with a retaining wall.
2) Shallow End Light - Please look at the comments on the change order.  Its states that they forgot to put on the pool agreement.  I dispute that the shallow end light was given for free.  The fact remains that the light was not installed in the correct spot and there is minimal lighting in the shallow end.  See previous attached picture.
3) This was discussed with Billy A.  We were to receive a total of 200sqft for free in addition to 3 feet around the pool.
4) Agreed to reimburse customer $200 for the slide issue. - Agreed
5) We agreed to clean the customer's pool. A cleaning was offered once the pool is open. - Agreed
 
Pool town (Christos) has offered over the phone to pay $1,150 of the $4,650.  I rejected the offer.  I also received an Email that the owners (Russ or Eric) want to discuss with me.
 
Regards,
[redacted]

The contract was signed on June 21. We did not send the engineer out before we got the approval on the loan. 
Once we got the approval we then started the process with Carl laying out the pool in their back yard. 
Our records also indicate that Mrs  [redacted] called our office on July 7th  inquiring about the engineering status  
we do have the customer's signature approving the process  
'on July 11th the topographical work was completed by [redacted], an outside engineering company  
A copy of the sealed Pool Location Plan was emailed to the customer. 
On July 20th Carl told us that the customer might not have the money to proceed. 
The loan was for the exact amount of the pool contract and the customer wanted more money to do additional work  
I spoke to the customer  on July 29 and I asked him to give me a couple of days to see if we can get him more money. 
On August 3rd we notified the customer that we can get him twice as much as what the contract price is so that he can do what ever he wants with the extra money.  Still not good enough.  
The problem is that now we can't just cancel the contract without being compensation. The costs incurred on our end are more than the customer's deposit.

Review: I purchased a pool from Pool Town 1/31/2002. Hole was dug 4/2/02 it sat for weeks and got rained on and had gullies everywhere. When pool was finally filled it was not level in one area. This could have been due to person installing the structure using the headlights of his truck because he would come late, if at all.They dug up in that spot and fixed it somewhat. Pool was finally done 8-2-02 (4 months to install a pool). July 2003 side wall was moving away from edge in the same problem area when pool was 1st installed. Owner came out and said they would fix it early spring of 2004. May 13, 2004 they came out and dug up the same area. Didn't finish till 8/3/04. In 2007 same problem, they came out and dug it up again to try and remedy the problem of big gaps, walls moving and not level in the same area. Once again I am inconvenienced: pool drained, loss of chemicals, big electric bills and loss of use due to repairs. 2011 same thing. I called Pool Town many times and they kept putting me off. This happened over the next couple of years. I have dates of the times I called, text messages and emails of when I contacted them. I was told several times someone would get back to me. However, they never seemed to. Finally, in July 2014, I emailed pictures again. This time the girl who looked at the pictures said it was water runoff. Water runoff is not going to cause the pool to be not level. Improper installation from day 1, is the problem. I have never used any other pool company because I did not want to invalidate the 50 year warranty. Their solution was to give me a good deal on a liner for $1900. I told [redacted], the one I spoke to that would not fix the underlying problem of the wall structure. He said he would talk to the owner and get back to me. Never got back to me.I have pictures and documentation of the hole being dug to now, showing all aspects of the pool. This has been a stressful experience for me and I would like my pool fixed properly, once and for all.Desired Settlement: I want a pool that is level and does not shift or move after a few years. It should be solid and structurally sound for the length of the warranty which is 50 years. If they are not capable of fixing it, I would like them to pay for someone who can. Actually, I would love to have the money I have spent on the pool refunded. I obviously got a lemon!

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

Dear Ms [redacted]

I just spoke to Mrs [redacted].

She explained her concerns about the steel wall being buckled and that water might be going behind the liner. Told her I do understand her concerns and reiterated that once we remove the existing liner we will also reinforce the steel wall as well as the cement floor.

Also confirmed that there will be no charge to her other than the reduced cost of the new liner at $1900.

She will get back to me.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I would like the owner to come out and see the actual pool. I do not think they realize the extent of the problems: the pool being extremely not level, cement has very noticeably dropped and the metal wall buckling in the same problem area. I would like a written document stating how they will correct the problem permanently and when. Also, I want to make sure it clearly states that I am only liable for the $1900 liner no matter what it takes to fix it. I have been dealing with the problems with this pool for way too long.

I did try to get back in touch with [redacted], but I was told to email him. I figured this was a better choice.

Regards,

Business

Response:

I thought we worked it out with Mrs [redacted] when I spoke to her two days ago. Being that she is now not satisfied with my offer, I will look into what my warranty obligations are and revisit the case.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I would like something in writing stating that Pool Town will fix my pool properly. I have agreed to pay $1900 dollars for the new liner. The pool wall has buckled and it is not level. The warranty is for 50 years on the structure of the pool. I certainly think the metal wall buckling would be included in the structure. The pool has been nothing but a problem from day 1.

Regards,

Business

Response:

I will provide Mrs. [redacted] with a letter in the next few days stating what we can do for her as well as a written explanation of what the 50 year warranty covers and doesn't cover.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not heard from Pool Town and do not want the Revdex.com to assume the complaint has been resolved. Thank you, [redacted]

Regards,

Business

Response:

This is to confirm that Pool Town will do the following for Mrs [redacted]'s pool:1. Replace the liner at the reduced price of $1900 plus tax. 2. Fill in the area that settled underneath the liner at no cost to the customer. 3. Repair any steel wall that might have buckled at no cost to the customer. 4. Raise the level of the steel wall to make it level with the rest of the pool and raise the concrete patio in that section to bring that up to the level of the rest of the patio. This might require the concrete patio section to be replaced in which case the color will not match the existing color. At no cost to the customer. The job will be started and complete in April of 2015. [redacted]co-ownerPool Town, Inc.

Consumer

Response:

[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.]

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,

Review: my wife had taken a water sample to Pool Town for testing. I did not kno she was going to Pool Town and I had taken a sample to another local pool supply store. The sample my wife had tested, she was told by the Pool Town employee that the PHOSPHATE Levels were 2500+. The employee told my wife that it was unsafe to swim in the pool and she needed to buy PHOS FREE for $72.74 per gallon. They basically conned her and brow beat her into buying this product because of how UNSAFE the pool was. Now I had the water tested at [redacted] at basically the same time. Checkers told me there was NO PHOSPHATES IN THE SAMPLE. When I got home my wife was freaking out saying we needed to put the Phos Free in the pool right away and that it was unsafe for the kids to be in the pool. After calming her down I took another water sample to [redacted]. The water was tested and NO PHOSPHATES were in the water. I even explained the problem to them and they did another test, just to make sure, and still no phosphates. I then took the sample to another pool store in [redacted] and the test showed NO PHOSPHATES.

I went back to POOL TOWN, and was advised "ITS AGAINST THE LAW FOR US TO TAKE ANY CHEMICAL BACK ONCE YOU LEAVE THE PROPERTY" When I told them that I had the samples tested at 3 other places and they ALL SAID NO PHOSPHATES IN THE WATER, I was informed that those places must all be wrong. I feel that they either "rigged the results" or fail to clean the equipment properly which will give a false reading. Evry false reading means money in their pocket because of unneeded chemical sales.Desired Settlement: I felt that they used bad tactics and/or equipment and then conned my wife into buying a very expensive product that was not needed just so they could make more money.

Business

Response:

I am away to Europe. Communicated with my manager who informed me that he spoke to the customer and resolved the issue.

Review: We had a verbal agreement with the sales person Carl C to pay $35,500 for the pool. When writing the change order, he credited my with $1,100 off of the original price of the pool of $36,600. However, he failed to account for the $1,000 addition of the diving board and ladder and should have given a credit of 2,100. He acknowledged the mistake but refused to make the change. I've paid Pool Town $35,640 and they refuse to finish the pool.Desired Settlement: I would like Pool Town to honor the price that was agreed to.

Business

Response:

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

Review: We bought a pool with a heating system from Pool Town. After the competition of installation we turned on the heater and it immediately shut dow. For 3 weeks we had to wait for a repair service. He finally showed and said he had to replace the coil. We requested a new one because the one we had bought was defected. He refused and said this will fix the problem. He ran it for 10 minutes and then left. Because of the warm summer we did not have to run the heater until Friday 8/28/15. After running for about 10 minutes the heater shut off with the same code that popped up in the beginning of June. We celebrated our daughters 4th birthday and because of the cool evenings we had our pool was unusable. I contacted pool town today and, although I bought the system from them, they said they are not responsible for the broken heater they sold me and will contact the company they purchased it from.Desired Settlement: At this point we are so disgusted with pool town and the heater we want them to come get it and refund us for the broken heater they sold us. Any repair will take weeks and by that time the pool will be closed. I do not need to worry all winter if the heater will break when we open it next year.

Business

Response:

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]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am surprised that they were surprised. We have been down this road with pool town once before. We heard the same promise back in the beginning of June and was told the matter was fixed and it was not. Perhaps if they saw the disappointment on my daughters face when we told her, at her 4th birthday party on Saturday, that she couldn't go in the pool they would understand our discouragement. We have spoken to several people today, however, because we have been through this once before it is difficult to take them at their word

Regards,

Business

Response:

Problem with the heat pump was fixed this morning. About 48 hours from getting a call from the customer. The technician found a slow leak at the threaded-in high-pressure refrigerant switch. He reseated the switch, leak tested and recharged the unit according to factory protocol. The temperature and pressures within the machine are to specifications. Russ C[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although this does not make up for the fact that we have had our pool and heater for 3 months and this is the second repair on a brand new unit and the failure of Pool Towns equipment put a severe damper on my daughters birthday as of now the unit is running.

Regards,

Review: Purchased a new inground pool from pool town in 2014. The pool construction started in the summer with many complications along the way. Number one there was no supervisor in charge just the constructions guys. We had to have may repairs along the way from the dig date to the pool closing in the Fall of 2014 (caving in wall in deep end of pool (pool drained, liner pulled back and repair made to wall) and issues with skimmers installed incorrectly to name a few). It was then winterized and covered up by Pool Town (Fall of 2014). Come March of 2015 I peeked under the pool cover to find 1/2 of the water drained out of the pool and the liner floating. Pool Town came out with a diver and said they found a hole and patched the brand new liner. We wanted a new liner but Pool Town said they have the descrition to repair or replace the liner.

With summer over and the heat gone we are not adding water to the pool .. The water level has now dropped below the skimmers and continues to leak out. There is a new wrinkle in the liner in the shallow end of the pool. Contacted pool town and they said well now it probably a drainage issue and we are responsible for it. Mike from Pool Town said "read your contract we have gone above and beyone the call of duty for you". He also complained about how far our house was from their location (1 hour away) . I said why did you take the job if its a hassle for you to service the pool? Mike referred us to a drainage company to look at pool area. He has not been available to come out thus far.

The leak issue has not been correctly repaired as the pool continues to leak. The pool is just 1 year old and I feel that the pool company needs to make good on their product. We have a 50 year warranty on the pool and a 20 year warranty on the liner. This matter needs to be addressed immediately , the pool needs to be winterized before the tempertures drop but the leak needs to be addressed first.Desired Settlement: Extremely frustrated with Pool Town. Tired of getting the runaround, I want the leak repaired and the liner replaced. This is a 1 year old pool has been leaking since it was installed. Honor your contract and warranty.

Business

Response:

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]

Review: I am filing this compliant because Pool Town has put my family in danger of being electrocuted in the pool by faulting work performed by their company and subcontractors. For the past few weeks when we have been running the heat pump and filter for the pool, we have noticed the power would stop after a relatively short period of time because a breaker seemed to be tripping. Upon inspection of the outside breakers, everything looked ok, so I went to check the breaker in the house that feeds the power outside and it was tripped. I would reset the breaker and the heat pump and filter would run for a bit once again and then would trip. Long story short, it seems that the pool electrician ([redacted]) installed a 30 amp wire until my electrician informed me that the pool filter needs approximately 60-70 amps, the heat pump needs approximately 40 amps and the GFI needs 20. The electrician has changed the breaker to a 50 amp, however there are other serious electrical violations, some of which can cause death or serious injury.

So, I am sure after reading this, you must be shocked and disappointed that sub-contractors that work for Pool Town conduct business in this fashion - - because basically I, and I am sure others including the Revdex.com, see this as a negative reflection of Pool Town and a clear violation of our signed contract. Actually, let me re-phrase that, I am holding Pool Town accountable for this. This careless action could have caused issues ranging from burning out my brand new pool filter and/or heat pump all the way up to an electrical fire. It almost could be viewed as malice if not criminal. Additionally, Pool Town sold me a heat pump that does not have a UL sticker on the unit which is in violation of the law. Furthermore, [redacted] township has failed pool for electric based on the following reasons: OPEN TRENCH FOR INSPECTION

DECK BOX WIRING N/G

PUMP NEEDS GFCI

SUPPLY LISTING DATA FROM A NRTL FOR HEAT PUMPDesired Settlement: Now I need resolution - - meaning, I need an electrician out at my home to repair this issue so that I do not have to continue to worry about a fire or being electrocuted in the pool because the filter pump isn’t grounded. Furthermore, I am seeking reimbursement, 10% of the purchase price of the pool for the time this has taken me as well as the time lost from using my pool. I don't believe that I am asking for anything that is out of the ordinary for someone who spent over $30k on a pool and who has just experienced what I consider major issues with that pool within the last 4 weeks. Additionally, we have a signed contract and I believe my rights as a consumer have been violated, specifically pool contract page 4, section 4: electrical and grounding as well as section 1 warranties.

Business

Response:

This matter has been in the hands of [redacted], co-owner of Pool Town and another electrician has been sent to the customer's house to resolve the pending issues.

Review: MUST READ BEFORE BUYING A POOL FROM POOLTOWN. (1) Pooltown was running a fall special on there pool that was ending on__ my sells guy Billy told me if I don't come in on that day that I would miss the deal. After I came in with my pregnant wife to meet Billy they decided to ran the deal for another 2 weeks So do yourself a favor shop around and speak to a few pool company's. (2) I decide to go with there Ibex system In the ibex booklet (that they now changed) claimed that they ibex beams were 6 inch's wide< but they are really 4 inchs wide. (3) Billy the sells guy came to my house once ( I never saw or heard from the owner once) To lay out the pool plan but never mentioned more or less how much the electric and gas line was going to cost and ending costing me an extra 4200$ billy claimed that he's not a contractor and didn't know the cost. I find that hard to believe that after 20 years dealing with pools he doesn't know that. (4) The permit department's job was to call my town and get the costs on all the permits. After I paid all the permit Pooltown called me and told me that there was another 1400$ fee for engineering. If your still going to go with pooltown just know that they don't actually built pools they subcontractor all there work to different contractor that don't communicate with each other about anything. MAKE SURE YOU SHOP AROUND

Business

Response:

The contract to build an inground swimming pool for [redacted] was signed July 28, 2012. The pool was built in the spring of 2013. All the issues spelled out in the complaint have been addressed and resolved back in 2013.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: We paid 42,000.00 to have an in ground pool put in 2 years ago through Pool Town. From the start we have had problems with the liner and concrete installation. After many complaints over the last 2 years we still have no satisfying results. Last year Pool Town sent a sub contractor out to fix the liner which was falling out in three places and they put plastic pieces in to hold it in place. Not only does it look crappy but they actually tried charging us for the band aid fix! We called Pool Town and spoke to [redacted] (the owners son) to complain and he waived the cheap fix fee...how generous! Also the concrete job has been so bad and the sub contractor [redacted] lies about coming out and looking at the problem...our cantilever edge has been cracked and falling apart from day one. Its already been about a month this year "again" complaining to [redacted] from Pool Town and we just get put off. We will also be filing a complaint with Consumer Affairs.We have been patient for more than 2 years and getting no where. If we don't get this resolved this summer we will be hiring an attorney. Thank you for looking into this matter for us.Desired Settlement: Fix the liner and concrete the way it should have been installed from the start. We paid 42,000 for a new pool not one that we have to keep repairing from the start.

Business

Response:

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 over. Which I did assure her.

Review: We purchased our inground pool from pool town on 2/26/2005.The finished installation was 5/23/05.

We noticed we were losing water at about 1/2 inch per day in July of 2011. We called pool town and we were instructed to hire an underwater repair company to rectify the problem. We hired a diver he found the leak at the seam under the bottom step on the low end step-out. He repaired the seam. The next year Aug of 2012 we called the diver again to once again repair the same seam, the diver that we paid for gave us a discount because it was for the same problem as the year before. We noticed the water level dropping this year in may 2014 at about an inch per day. We contacted pool town again we told them that our warranty that they gave us was for 15 years for materials and labor to repair or replace at their option to fix the leak. Pool Town sent a representative in May he took copies of our diver repair receipts and have not heard from pool town since. We had to have the diver try to repair the leak again on July 10 2014 because we where losing to much water. I contacted pool town and explained to a supervisor that our diver had indicated that the leak was caused by improper instillation. His response was that the professional I hired had no right to say that and that he said that they had used defective materials and that it was not improper instillation.

My warranty certificate number is [redacted] dated 5-23-05Desired Settlement: I would like pool town to honor their warranty and refund me the monies I paid out of pocket for the professional under water repair diver I have had to hire.

Replace my liner if they are unable to repair it properly.

Business

Response:

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.

Review: We signed a contract Memorial Day to have our pool installed. We paid for the construction of our pool in installments as requested by the company $27,000.00. When they came to backfill our pool they left our property a complete mess. There is now a mountain of dirt that takes up our yard that wasn't there before. There is also an area in front of our pool that is elevated with dirt that is basically going to going into our pool when it rains as a mudslide. Pool town was well aware that we didn't want to put in a retaining wall because of it being a financial issue. We were told by the company that there was no problem they would make sure the excavator did his part. The day of excavation the workers came for approx. 3 hours. They obviously didn't finish the job. They even asked for $200.00 more which I gave them. Low and behold not only do we have to put in a retaining wall, we will have to put in two large ones. We have been trying to contact [redacted] from the construction dept. at pool town with no luck. My wife spoke to him approx. 2 weeks ago and expressed our concerns. I have been trying to reach him for over a week and he is not excepting my calls. We want someone to come out and fix this mess! This is disgusting. We put our trust & money into this company and now they are leaving us hanging,Desired Settlement: We need the ground on our property leveled out. Our yard is unusable. We are going to have real problems if we have a heavy rainfall. Please help us to get this problem resolved.

Business

Response:

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.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Complaint was unfounded.

Regards,

Review: We do not want pool cover included with package. We want an upgrade and want the $300 that we have paid for the cover to either be applied to a comparable quote or refunded. Also want closing costs to be refunded if we use different company to close pool. We downgraded our step color and they credited us $350. Now they have all our money including final pmt, and they will not refund or credit us for the basic cover. In addition, the picture of the light we were getting in the pool looks nothing like we actually got. We asked salesman if we should get 2nd light and he said we would not need it. Now the shallow end is dark and general manager says "you can't go pictures". Customer service has been a nightmare.Desired Settlement: Refund of $300 for cover and approx $250 for closing

Business

Response:

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.

Review: On 6/20/13 Pool Town's electrician, Express Electric, was at my property to perform work. The electrical inspector arrived at the same time and provisionally approved the work if the electrician replaced the current greaves lugs with al-cu metal. I was told this second hand by my father who was on site at the time and by the electrical inspector during follow up on 7/16/13. On 7/1/13, the same electrician returned to perform more work, but did not do not replace the lugs. On 7/2/13, my pool failed inspection, which I promptly reported to pool town. I received a return call stating that the electrician had been informed and that he would contact me or the inspector. I heard nothing until receiving another failure notice on 7/8/13. I again called pool town and received no response. On 7/15/13 I called the electrician directly, he stated that he had the parts and would replace them on 7/16/13 and set up a new inspection date. On 7/22/13, having heard nothing, I again contacted pool town and was told that they were aware there was an issue and that the inspection was reset for 7/23/13. On 7/23/13, I again failed inspection because the parts had not been replaced. I called pool town and received no response. I called the electrician who returned my call and stated that he would be out on 7/24/13 to replace the pieces and that it had taken longer than expected to get them from pool town. On 7/24/13, I called pool town at 9:43am to speak with a manager, was asked to leave a message and have received no reply. The construction on my pool has essentially halted since 7/1/13 and there is no urgency on pool town's part to complete the work. I have also received a notice from the township on 7/25/13 that if this is not resolved by 7/29, I will be fined $2,000/week for continued violation.Desired Settlement: First and foremost, I would like the work to be done, so that my pool may be completed. I am also seeking remuneration for the weeks of pool use I have lost. There is a clause in the contract stating that the customer will be refunded [redacted] for each week that the pool is not completed within a given time frame. While Pool Town is well within this time frame due to an additional clause relating to rain delays, this delay was not caused by weather conditions, but by lack of communication, urgency and follow through on the part of Pool Town. As they have known of this issue since 7/2/13 and have not resolved it three weeks later, I am seeking to be refunded $500/week for two of the these three weeks and[redacted] for each additional week it takes to resolve the electrical issue. Pool Town should also be held accountable for any fines incurred from township violations.