As the customer stated, we have corrected the problem more than one timeEven though it's not covered under the warrantyOur 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 linerAnd once the old liner is removed, we can do another repair at no cost to herWe feel that was a generous offer and it's unfortunate that the customer rejected it
1) Please see the attachment regarding the retaining wall on pgof the contractIf the customer wants to install a retaining wall he needs to do it at his expenseWe 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 pgon the contract under underwater light which shows led lights in the sundeck and color logic LED light in the poolAnother attachment shows a change order adding the second light at no chargeAlso, please see the attached account card showing that the customer did not pay extra for the 2nd LED light3) With respect to the 100sq ft of patio in additional to the 100sqft already includedplease see page of the contract which shows only the original 100sq ft extra under the section 'DECKING AROUND THE POOL' 4) Agreed to reimburse customer $for the slide issue5) We agreed to clean the customer's poolA 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
I called the number and spoke to [redacted] who told me he was going to retract his complaint back on Friday July 22ndThat is why I did not immediately respond to the Revdex.comApparently Mr [redacted] did not withdraw his complaintAt 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 projectI 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
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 sqft of concrete over and above the sqft already included on the contract, the salesman denies that was ever agreed upon, and the contract specifically reads only an additional 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 wellHowever, the customer has additional lights in the pool and we believe the pool is illuminated sufficientlyFurthermore, 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 $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 clearIt is not our responsibility to balance the water chemistry but once that is sufficiently done then we will return for a cleaning
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 himIn 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 serviceJust about now, at 3.30pm, we received a call from Tim H***, 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 wrongWhat we do promise them is that if and when something goes wrong we will be here to correct itWe 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 recordRuss C [redacted] President and Co-ownerPool Town, Inc [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] ***
From what I understand, the issue has been resolved by Saturday November 12thCalled and left message with customer today to confirm Russ C [redacted] President Pool Town, Inc
The standard pool cover is included in the packageA $credit is applied when the customer upgrades the cover In this case the customer wants to cancel the cover AND get a $creditThat's not the same thing as upgrading Customer was given a quote for the upgraded cover and the $credit was applied to the quote but the customer decided not to upgrade with usThe closing of the pool is a free service that we provide to our new pool owners when the pool construction begins after August And we are honoring that offer since the pool was excavated in August As far as the pool light we installed a watt Hayward light that is the strongest flood light for underwater swimming pools in the marketTo 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 $
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,along with a $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 TownHi ***! 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 $plus issue a $credit to be used in the storeI am including a copy of this to Christos, Chris in Accounting and Carol, the VP of Arbitration at the Revdex.comThank you, Russ C President Pool Town, Inc Regards, [redacted] ***
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, at 3:52:PM EDTTo: Michael P [redacted] Subject: Re: In Reference to the DiscrepancyMike, Thank you for your time todayI agree to pay the $1,indicated in the original payment schedule and I accept your offer of additional square feet of concrete at a cost of $500, in addition to the square feet included in the original agreementAfter the $1,is paid, you will resume work on the poolThere will be a remaining balance of $1,for all work including the additional sq ft agreed to hereI understand that any concrete beyond sq ft will be billed at the rateBased on this agreement I will remove my [redacted] comment left on Pool Town's [redacted] on 10/27/ [redacted] On Oct 28, 2015, at 3:PM, Michael P [redacted] wrote:***, there was a typo in the last email, it is square feet, not Sent from my iPhoneOn Oct 28, 2015, at 3:PM, Michael P [redacted] wrote:Hey ***, Pleasure meeting with you todayAs 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 square feet of concrete that you get above and beyond your original contractWe will send out the electrician as soon as we received the balance owed according to the contract scheduleThanks Mike Sent from my iPhone
Complaint: [redacted] I am rejecting this response because:I filed a complaint with Pool Town on 9/and they responded on 9/I did not know they responded, therefore I didn't get to respond backYesterday, I got an email saying the complaint has been resolvedIt is notI 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 problemThe structure of the pool has a fifty year warrantyAlso, thevcement is pulling away and has a big gap between the seams because of the pool walls movingIf they plan on fixing both the pool wall and cement fineThe pool has been a problem since day one and they should have been fixed properly from the start Regards, [redacted]
I called the customer yesterday and I explained to him that the hole in the liner is not a manufacturer's defectThe year warranty only covers manufacturer's defectsBeing that the liner is ten years old, it will not be easy to repairIn any case, the customer agreed to pay us to make an attempt to repair the tearThe job is scheduled
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 projectPool 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 itThe office is not responsive and you are essentially left to follow up with the subcontractors on your own if you want to get something doneThe 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 complainingDo not hire this company, they are overwhelmed with projects, they overpromise and underperformThe 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 checkWe have made every single payment on time, we have yet to receive service on time
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 inches and the only way to fix this issue is with a retaining wall2) 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 picture3) This was discussed with Billy A We were to receive a total of 200sqft for free in addition to feet around the pool4) Agreed to reimburse customer $for the slide issue- Agreed 5) We agreed to clean the customer's poolA cleaning was offered once the pool is open- Agreed Pool town (Christos) has offered over the phone to pay $1,of the $4, 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 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 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 compensationThe costs incurred on our end are more than the customer's deposit
As the customer stated, we have corrected the problem more than one timeEven though it's not covered under the warrantyOur 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 linerAnd once the old liner is removed, we can do another repair at no cost to herWe feel that was a generous offer and it's unfortunate that the customer rejected it
Just spoke to Mr [redacted] ***i will be meeting with him at his property this Saturday Russ C President
1) Please see the attachment regarding the retaining wall on pgof the contractIf the customer wants to install a retaining wall he needs to do it at his expenseWe 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 pgon the contract under underwater light which shows led lights in the sundeck and color logic LED light in the poolAnother attachment shows a change order adding the second light at no chargeAlso, please see the attached account card showing that the customer did not pay extra for the 2nd LED light3) With respect to the 100sq ft of patio in additional to the 100sqft already includedplease see page of the contract which shows only the original 100sq ft extra under the section 'DECKING AROUND THE POOL' 4) Agreed to reimburse customer $for the slide issue5) We agreed to clean the customer's poolA 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
I called the number and spoke to [redacted] who told me he was going to retract his complaint back on Friday July 22ndThat is why I did not immediately respond to the Revdex.comApparently Mr [redacted] did not withdraw his complaintAt 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 projectI 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
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 sqft of concrete over and above the sqft already included on the contract, the salesman denies that was ever agreed upon, and the contract specifically reads only an additional 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 wellHowever, the customer has additional lights in the pool and we believe the pool is illuminated sufficientlyFurthermore, 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 $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 clearIt is not our responsibility to balance the water chemistry but once that is sufficiently done then we will return for a cleaning
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 himIn 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 serviceJust about now, at 3.30pm, we received a call from Tim H***, 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 wrongWhat we do promise them is that if and when something goes wrong we will be here to correct itWe 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 recordRuss C [redacted] President and Co-ownerPool Town, Inc [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] ***
From what I understand, the issue has been resolved by Saturday November 12thCalled and left message with customer today to confirm Russ C [redacted] President Pool Town, Inc
The standard pool cover is included in the packageA $credit is applied when the customer upgrades the cover In this case the customer wants to cancel the cover AND get a $creditThat's not the same thing as upgrading Customer was given a quote for the upgraded cover and the $credit was applied to the quote but the customer decided not to upgrade with usThe closing of the pool is a free service that we provide to our new pool owners when the pool construction begins after August And we are honoring that offer since the pool was excavated in August As far as the pool light we installed a watt Hayward light that is the strongest flood light for underwater swimming pools in the marketTo 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 $
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,along with a $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 TownHi ***! 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 $plus issue a $credit to be used in the storeI am including a copy of this to Christos, Chris in Accounting and Carol, the VP of Arbitration at the Revdex.comThank you, Russ C President Pool Town, Inc Regards, [redacted] ***
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, at 3:52:PM EDTTo: Michael P [redacted] Subject: Re: In Reference to the DiscrepancyMike, Thank you for your time todayI agree to pay the $1,indicated in the original payment schedule and I accept your offer of additional square feet of concrete at a cost of $500, in addition to the square feet included in the original agreementAfter the $1,is paid, you will resume work on the poolThere will be a remaining balance of $1,for all work including the additional sq ft agreed to hereI understand that any concrete beyond sq ft will be billed at the rateBased on this agreement I will remove my [redacted] comment left on Pool Town's [redacted] on 10/27/ [redacted] On Oct 28, 2015, at 3:PM, Michael P [redacted] wrote:***, there was a typo in the last email, it is square feet, not Sent from my iPhoneOn Oct 28, 2015, at 3:PM, Michael P [redacted] wrote:Hey ***, Pleasure meeting with you todayAs 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 square feet of concrete that you get above and beyond your original contractWe will send out the electrician as soon as we received the balance owed according to the contract scheduleThanks Mike Sent from my iPhone
Complaint: [redacted] I am rejecting this response because:I filed a complaint with Pool Town on 9/and they responded on 9/I did not know they responded, therefore I didn't get to respond backYesterday, I got an email saying the complaint has been resolvedIt is notI 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 problemThe structure of the pool has a fifty year warrantyAlso, thevcement is pulling away and has a big gap between the seams because of the pool walls movingIf they plan on fixing both the pool wall and cement fineThe pool has been a problem since day one and they should have been fixed properly from the start Regards, [redacted]
I called the customer yesterday and I explained to him that the hole in the liner is not a manufacturer's defectThe year warranty only covers manufacturer's defectsBeing that the liner is ten years old, it will not be easy to repairIn any case, the customer agreed to pay us to make an attempt to repair the tearThe job is scheduled
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 projectPool 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 itThe office is not responsive and you are essentially left to follow up with the subcontractors on your own if you want to get something doneThe 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 complainingDo not hire this company, they are overwhelmed with projects, they overpromise and underperformThe 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 checkWe have made every single payment on time, we have yet to receive service on time
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 inches and the only way to fix this issue is with a retaining wall2) 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 picture3) This was discussed with Billy A We were to receive a total of 200sqft for free in addition to feet around the pool4) Agreed to reimburse customer $for the slide issue- Agreed 5) We agreed to clean the customer's poolA cleaning was offered once the pool is open- Agreed Pool town (Christos) has offered over the phone to pay $1,of the $4, 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 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 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 compensationThe costs incurred on our end are more than the customer's deposit