Pool World, Inc.

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

** ***
background: transparent;">This letter is to respond to a complaint letter received 7/5/The letter describes how the homeowner would like to back out of their contract and receive their deposit backOur contract with the homeowner does not grant them the right to cancel due to a township required variance
Pool World however does understand that a township required variance approval process can sometimes be a long drawn-out process and agreed to let the homeowner cancel their contractPool World had a conversation with the homeowner on Wednesday 7/2/and let them know that we will have a cancellation letter ready after the July
holiday weekend, which will include a refund of deposit moneys not already used in the permit process to dateIf there are any further questions, please feel free to call me ** ***

I have been able to read the letter from Pool World but I have been in and out of the hospital twice since.  It is all a bunch of lies.  They did not notify me of any dealings with them. And on top of the lies they had the audacity to tell a neighbor they no longer considered me a customer.  That is ok with me but they had no business telling a neighbor that.  nt about $2500. in their business last summer and this is the way they treat their customers.  I am sorry I did not have the opportunity to respond.  My health with my quad. bypass comes first. [redacted]

Pool World routinely reminds customers to check on their swimming pools during the Winter from the closing until the opening to make sure that their pool is maintaining a chlorine residual. During the conversation for scheduling a pool opening, we advise our customers to open swimming pools from...

late March to early May, but it is acceptable to open later in the season provided the customer has completed the extra maintenance. Opening a swimming pool later in the season as the customer did without any maintenance to the pool prior to our arrival, provides the opportunity for the swimming pool to run out of chlorine from the pool closing, for more organic debris to gather within the pool, and for the water to be stagnate within warmer temperatures. All of these factors will cause a pool to turn green and cause a pool opening to consume more resources and time in order to return the pool water to an acceptable condition. Pool World’s pool openings and closings are completed by two man crews. On these services, our technicians will use the equipment and products within their vans unless customers request otherwise.  Clear pool water: On average a perfectly clear swimming pool that has maintained a chlorine level through the winter season should expect a pool opening to take one hour if the customer chooses to fill the pool prior to our crews arriving on site and depending on decisions made below. Clear pool water with requested vacuum service: If the customer requests to have the pool vacuumed, then the customer is quoted to expect the service call to take an extra thirty minutes. The first initial vacuuming will not be able to remove all debris depending on how much material is kicked up during the cleaning. This is normal and a returning visit to complete a follow-up vacuum will be needed but only completed upon request. Green pool water: When a pool is green with debris in the water then it is expected to take an average of two hours to open due to the limited visibility in the water. The technicians will remove as much debris as possible with vacuuming and leaf rakes. Winter covers: Customers have the choice of removing their own winter covers or having our technicians complete this process. If our technicians are requested to remove, clean and store the cover, then the customer is quoted to expect the service call to take an extra thirty minutes. Troubleshooting: Troubleshooting is quoted at an hour for diagnose and another minimum of one hour for repair. The customer scheduled their pool opening with the Operations Manager for 06/06/2017 on 10/12/2016 and during this call, customers are quoted the rates for service and times associated with all services requested. The quoted time was 2 hours 30 minutes for the requested pool opening and extra services. Included within this phone conversation the Operations Manager addressed concerns regarding the customers choice to open their swimming pool later in the season. As stated above, Pool World routinely notifies it’s customers in regards to what problems may arise if customers choose to open their pools later in the season against Pool World’s recommendations. On June 6th, Pool World completed the customer’s pool opening with the standard two man crew (lead service tech and an assistant) as requested to meet the customers needs. The customer requested to have the technicians remove, clean and store their winter cover. Pool World was requested to add chlorine, shock and algaecide upon the opening. The technicians follow a work order describing the customers needs during the scheduling of the call. This work order also included removing any excess debris, completing the initial vacuuming without a follow up visit, brushing pool walls, and backwashing the filter. The customer had requested that our technicians plan not to return if the water was not clear.  The customer also requested that Pool World install the diving board, ladder, handrail, and solar blanket reel. Installing this equipment takes time. Depending on the age of the equipment and condition, some pieces like handrails are secure but due to normal use and wear tear will have slight movement. While completing the installation of  the equipment and making sure all the equipment was operating in a normal manner they found the pool heater was not firing. Our technician verified that the customer does use the pool heater and the customer requested to have the problem diagnosed prior to completing the pool opening. The pool heater needs the touch pad controller to be replaced. Our technicians notated that the customer’s pool upon arrival, was not filled to normal operational levels and the water was extremely dark green. The condition of the pool water was not maintained throughout the winter months and the transition and main drains in the pool were not visible. This resulted in two technicians spending 2.53 hours opening the swimming pool and adding five gallons of chlorine, seven bags of burnout 73 shock, and one gallon of muratic acid. Due to the amount of water care products added, the technicians did not put the pool cleaner, in the pool. The water care products at that level would deteriorate the Kreepy Krawly and damage the equipment. Since our technicians did not need to use the equipment or place it in the water, they did not look for or install a pool cleaner. The Operations Manager who scheduled the pool opening, followed up with the customer to advise that the condition of the pool water would take a minimum of 48-72 hours to become clear after the pool opening. Water clarity is dependent on chlorine demand being met and that a chlorine residual will be maintained at an acceptable level.  During this call the customer agreed to have technicians return on multiple occasions to address the water clarity issue. On June 8th, another service technician visited the customer’s pool was becoming clear. The transition from the shallow end to the deep end was slightly visible but the main drains were still not visible. The technician tested the ph level at 7.6 and a chlorine residual of 17 parts per million. During the 15 minute visit, our technician noticed that the liner had pulled out of the track and needed to be reinstalled. The reinstallation of the liner into the track was covered under the 1 year workmanship warranty from the date of installation on 07/14/2016. On June 9th, the Assistant Operations Manager visited the customers pool to vacuum, brush the pool walls, test water chemistry and check on water clarity. The clarity was still limited and the water was very cloudy. The filter was backwashed and debris was removed from the skimmer basket and the pump basket. The maintenance service provided takes an average of one hour. While the Assistant Operations Manger was on site, he took a few moments of his time to reinstall the liner into the track which was at no charge to the customer. After every visit, the Operations Manager was in contact with the customer where they reviewed the current charges and rates, and the customer gave approval to have Pool World to return to resolve the water clarity issue. On June 14th the customer called with complaints in regard to the liner not staying in the track. The Operations Manager scheduled a service technician for June 15th to complete a reinstallation of the liner into the track. The technician was able to complete the reinstallation in two spots without any damage to the liner. At this time the technician notated that the water clarity had improved and the water was clear. The technician spent 15 minutes at the customers residence. The reinstallation of the liner was at no cost, the customer was not charged an hourly rate or the normal dispatch fee. Upon reviewing the complaint, charges and hours incurred at the customers residence, the customer was quoted rates on 10/12/2016 before the service rates had changed. The previous rates were $115 for lead technician and $59 for the assistant prior to the opening season. The rates were adjusted to the current price of $120 for lead and $61 for assistant. The difference per hour on 06/06/2017 is $7 for 2.53 hours, resulting in the customer being over charged $17.71 plus tax. The customer was not charged the normal dispatch fee of $39.00 that is associated with pool openings. As for the follow up visits on June 8th and 9th totaling one hour and 15 minutes, the rates were quoted by our Operations Manager at the normal rate of $120 per hour. Since these were follow up visits to the pool opening, the dispatch fee would be waived and if the customer was presuming at the rate of $115 per hour, the customer would assume that she was over charged by $6.25 plus tax. The total amount that could be disputed due to the rate change that occurred after scheduling the pool opening is $17.71 (June 6th) plus $6.25 (June 8th & 9th) for a total of $23.96 plus tax (8.8% = $2.11) for a grand total of $26.07.

Review: After very careful consideration, I have decided to file this complaint against Pool World. There have been numerous emails and phone calls, but we were not able to come to an amicable agreement. I had the worst experience I have ever had with a company, and their customer service was deplorable. It took almost two months to fix our problem, and almost another month to receive their inflated invoice.I bought our hot tub from Pool World originally in 2007. On 7-16-2013, I called them regarding a problem with our pump, and spoke with [redacted]. Two techs were dispatched on 7-18, and they were totally incompetent. They asked to read our manual to diagnose codes, and had to use out tester as their's was broken. Bad sign right there. They diagnosed it as a bad pump. We drained the tub, they removed it and took back in for repair/replacement. 7/23 [redacted] advised pump not repairable, quoted $737 for new pump and labor. 7/30 Tech installed new pump, didn't work. 8/6 Came back out, still didn't work. 8/8 Came back out with same broken tester, no fuses with him, went and got and installed,tub worked! 8/17 Breaker tripped, when flipped back on, fuses blew again. 8/20 Removed pump again. No word for a week, sent email. 8/26 [redacted] sending out lead tech on 8/28. [redacted] came out with proper equipment and diagnosed a circuit relay problem. This was the original problem all along and ruined two pumps. Removed and took to shop to test/fix. 9/3 No contact, emailed [redacted] I was losing my patience with their lack of communication.9/11 [redacted] came out and got tub running. Said the circuit relay was a $14 part and took 10 min to fix. 9/12 to 10/4 attempted to get invoice, got on 10/4 for $995 from [redacted]. Disputed charges, lots of excuses. They had written off $517 already for the incompetent techs, which shouldn't have even happened if it was diagnosed correctly the first time. I was billed $172 for labor on the circuit relay, and other misc charges.Desired Settlement: The invoice breaks down as: 7/16 $101.52, tech visit 8/29, $94 labor, 9/3 $47 labor, 9/6 $31.02 labor, 9/11 $117.50 labor, fuses $21.98, seal,etc $19.99, motor $408, solid state relay $14.35, 18v relay 9.89 & shop supplies $14.23, dispatch fee $36.00, subtotal $915.48, tax $79.65, total $995.13.I offered, and am willing to pay $737 quoted, and relays/supplies $38, total $775. I also asked for a $100 adj for water, time,etc. Basically a good will adj. $675 over 2 pmts 10/31 and 11/27.

Business

Response:

I am writing to respond to Ms. [redacted]’s case.

I have included the written correspondence that has occurred between Ms. [redacted] and myself regarding the services rendered and the outstanding charges. I have also included a detailed invoice of charges.

Ms. [redacted] commented that it took two months to complete this repair. We were out initially on 7/16/13 and our final visit was on 9/11/13; we made 10 visits during this time period. Of the 10 visits, we have written off/credited (5), five visits. The labor credit/write off is for 5.51 hours and the equivalent of $517.94. Of course we would have liked to have her hot tub operational and running in a more timely fashion however the operational problems with Ms. [redacted]’s hot tub were difficult to diagnose and there was more than one problem.

The invoice was not generated for a time following the service, (12 business days following our last site visit) because we wanted to be sure the hot tub was operating properly before closing the work order. It was not intentionally or unintentionally delayed.

Ms. [redacted] claims our customer service is deplorable, we respectfully disagree. It is always our goal to provide the best possible customer service to all of our customers. It is something we take very serious and strive for on a daily basis to succeed and exceed our customer expectations. We are very sorry she feels this way.

I have explained in detail that the troubleshooting and diagnostic testing we performed on site and in shop were all necessary to reach a final repair. Again, anything we felt was not valid or should not be billed has been written off. We want to be fair.

Ms. [redacted] feels she should receive a $100.00 credit/write off from her existing bill because her hot tub had to be drained/refilled twice during the repair process. She feels it was inconvenient & as such she should be accommodated for that inconvenience & time. Regardless of the time it took to complete this service it is a consequence of the necessary repair to the hot tub, it had to be drained & refilled; there was no way around this.

When Ms. [redacted] scheduled & reserved her service we requested & collected a valid credit card for the reservation of her appointment and for the final billing for the services rendered. Ms. [redacted] has now expressed her discontent with our services and is disputing our bill and has not authorized us to bill her card for the remaining outstanding charges. Ms. [redacted] has also expressed her desire to pay on her terms vs. having her card billed (once an agreement can be reached).

As this repair/service did take longer due to the technical nature of the service required we have agreed to work out payment arrangements with Ms. [redacted]. As the bills is $995.13 we have offered to allow Ms. [redacted] to pay in three equal installments of $331.71. These payments are due on the following payment schedule:

$331.71 10/31/13

$331.71 11/29/13

$331.71 12/31/13

As concessions have already been made to this bill in excess of $517.94 for labor and a motor valued at $408.00 we do not feel any additional credits are warranted or valid. Again, we have tried to be fair and only bill Ms. [redacted] for the time and materials necessary to get her hot tub in working order. Per Ms. [redacted] the hot tub is working properly at this time.

Please let me know if you need any additional information in order to close this claim.

We are requesting this claim be Administratively Closed as we have already provided concessions and a billing arrangement compromise to Ms. [redacted].

Thank you,

Pool World, Inc

Assistant General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have received and reviewed the response from [redacted] with Pool World regarding my complaint #[redacted], and I reject it.

I will withdraw the $100 deduction I was asking for, but remain steadfast on only agreeing to pay the $775.00 I itemized. The fact that she was willing to adjust $517.94 from the invoice (originally $1513.07) is an admission that the original technicians were incompetent, without working test equipment, and made an improper diagnosis.

As I stated before, we were advised by a competent technician towards the end, with proper test equipment, that there was a problem with a relay in the circuit board. This had ruined not only our pump, but also a brand new pump they previously installed. After it was fixed and installed, we were told it was a $14 part, which is listed on the invoice under solid state relay, I assume, for $14.35, and took 10 minutes to fix. Imagine our surprise when we were billed $172 for labor without any advance warning. I honestly believe they fabricated these charges to compensate for their financial loss on this job.

The customer service I received from [redacted] was awful. I was constantly calling and sending emails to get updates. He seemed indifferent to my concerns. The technicians that came out left without giving us details on what they did, what they were going to do, etc. They sat in their vans for a bit, then just took off.

I have emails to/from [redacted] about the billing process, which I will fax to you. I was very anxious about what this was going to cost, and wanted some advance notice so I could prepare. [redacted] contradicts [redacted] by saying the bill was left open on purpose. On 9/23 [redacted] states the invoicing should be finished today per [redacted], and I should be contacted by the end of the week (9-27). On 10-4, still no word, so I called [redacted] and left a message. Within a minute, I received the invoice from [redacted].

I felt the company, through [redacted], was more interested in billing my credit card as soon as possible, because they knew any dispute after billing would be very difficult. Because of this, I did not authorize any billing to my credit card. I am perfectly willing and able to pay an agreeable amount, but not under duress. I am now willing to pay over 3 months as offered, but with new payments of $258.34 on 10/31, 11/27 and 12/30, total $775.00. The balance of $220.13 can be their "good will" adjustment.

Regards,

Susan Waldorf

Business

Response:

Response to customer rejection of business response to complaint.

While we appreciate Ms. [redacted]'s position Pool World is unable to come to a resolution on this matter outside of Ms. [redacted] remitting payment in full for the invoiced charges of $995.13; it appears we are at an impasse. Again, Pool World will accept the payments over three months however the bill will not be reduced any further. The payments are due as previously outlined on or before:

10/31 $331.71

11/29 $331.71

12/31 $331.71

Pool World has already compromised and made very reasonable and appropriate adjustments to the invoice to reflect only billable charges. At this point Pool World is unable to continue negotiations as the bill will not be adjusted further.

The adjustments that were made are not an admission of guilt or recognition that Pool World employees are incompetent. Technical service repairs involve troubleshooting. Technical service repairs sometimes take longer than all of us would like. There is no way of knowing how long a repair will take until we begin and even then, other problems can arise throughout the duration of repair or may make themselves present as the repair persists.

As a business, Pool World has already made proper adjustments to the outstanding invoice and billable charges to Ms. [redacted]'s invoice for the work required to get the hot tub operational.

Again, Pool World is requesting this claim be Administratively Closed as Pool World has already provided concessions and a billing arrangement compromise for Ms. [redacted].

Thank you,

Pool World, Inc

Assistant General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have reviewed Pool World's last response, and see that we cannot come to an agreement. I have one last request from them.

Their ([redacted]'s) explanations are for the most part, nonspecific, and I am asking specific answers to these questions:1. If their first technicians were not incompetent, or maybe inexperienced, then why did they come out not once, but twice with a tester that did not work? How were they even able to diagnose anything?? And why would they ask to see our manual, if they were knowledgeable and experienced?2. [redacted] keeps referring to multiple problems presenting themselves. Besides our pump needing replacing due to a faulty circuit relay, what other issues were there?3. What is their average repair time on hot tubs for the past 2 months? I feel that 10 visits, 17 phone calls and about 23 emails to be excessive.

I think I have been more than patient. I am honest and pay my bills, but this has been over the top for me. Luckily for them, my boyfriend and I were both available during this time. I can't imagine if I would have had to take time off of work for this.

I feel they are lucky that I am willing to pay the $775.00, and that is all I will pay,

I will fax you details of the emails between Jordan and I, as well as a list of phone calls sent and received on Monday 10/28 to fax# 509-838-1079.

Regards,

Business

Response:

Response to customer request for more detailed information.

1) As previously expressed and addressed with Ms. Waldorf our technicians bringing out equipment/testers in a state of disrepair is not appropriate and we appreciate her bringing this comment and concern to our attention. We will do a better job of being sure we are prepared and in a position to use the necessary equipment when on job sites in the future.

As far as the request to reference her Owner's Manual, that is also something our technicians should have come prepared with. Again, I have already apologized and expressed appreciation to Ms. Waldorf for her making me aware of this oversight on our part. Again, we will be sure to be more prepared in the future.

As far as the question of competency regarding the level of knowledge and why there would be a need to reference a manual is simple; there are many error/failure codes for each different line of hot tubs. It would be impossible for a technician to memorize every code and referencing a manual or troubleshooting document is very common and acceptable as an industry standard.

2) The other problems with the hot tub were:

Multiple blown fuses (different days), wires broken in the motor itself causing a tripping nuisance/inconsistent operation, the board had codes indicating a pressure switch failure but the hi limit wires were loose causing operational interruption, failed relay causing pump motor to fail and operate inconsistently. All of the failures contribute to delays and interruption in troubleshooting & repairs. Confirmed failed relays. Replaced fuses, relays, motor and shaft seal.

3) We agree and have acknowledged that we would have liked to have this hot tub

repaired and operational in a more timely fashion. We cannot control the continuing failures and ongoing troubleshooting/repairs that were necessary to get the tub operational. Yes, it took longer than any of us would have preferred. Yes, we agree that there should be labor adjustments/credits which we have already given. 

Each hot tub and circumstance is different and we have had repairs last this long in the past and we have had repairs completed in a single visit. It is a case by case basis.

We made (8) site visits, only two of which we have billed/charged Ms. Waldorf. We spent (3) days troubleshooting and repairing in shop, all of which has been billed to Ms. Waldorf. There were several e-mails exchanged between Ms. Waldorf and Jordan as referenced, I do not know how many phone calls took place.

I believe I have addressed all of Ms. Waldorf’s comments/questions.

Again, we will be expecting payment in full for the invoiced amount of $995.13 on the following dates.

10/31 $331.71

11/29 $331.71

12/31 $331.71

I hope this information is helpful in answering any unanswered questions.

Thank you,

Shawna Reynolds

Pool World, Inc

Assistant General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Ms. [redacted],

I once again reject Pool World's response. I do not feel they have really tried to resolve this issue and try to make concessions (other than writing off wasted visits). They do not seem to even care if I am extremely disappointed with the service I was given, or try to save me as a customer.

Therefore, I will send in my first payment today of $258.33 to show good intentions.I will wait for a response from you as to what the Revdex.com can do to help.Thank you,

[redacted]. [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Ms. [redacted],

I am done going back and forth with Pool World and prefer no further communication with them, through you. We have come to a dead end. If you feel the Revdex.com has any feedback, I would appreciate it. Otherwise, you can close this complaint unresolved. Thank you for your assistance.

Business

Response:

Please see Pool World's final response regarding this issue.

It does not appear that there will be any further resolution based on the customer's comments.

Pool World has made good faith efforts to resolve the complaint without the customer's satisfaction.

At this point, continuing with memos/faxes with no resolution is not productive for either party.

Thank you,

Pool World has received Ms. [redacted]'s response and rejection. Pool World is sorry that Ms. [redacted] does not feel that Pool World, as a company, has not done enough to resolve her concerns. Pool World has accepted and acknowledged our mistakes and have made appropriate concessions financially to the bill. As stated, before it appears we are at an impasse and for that we are sorry.

As previously explained there will be no further adjustments to the bill and the bill is due in the amounts specified below.

Pool World did receive a check from Ms.[redacted] however it was not for the specified amount due of $331.71, she paid $258.33. Pool World accepts her payment as a sign of her intentions to pay however Pool World will be requiring payment for the invoiced total in full.

The next payment will be due in the amount of $368.40 on or before November 29, 2013. The final payment will be due in the amount of $368.40 on or before December 31, 2013.

If the bill is not paid in full as specified above, by the specified dates Pool World will be forced to take the regrettable necessary action of sending this debt to collection and to protect the debit a lien may be filed. We of course do not want it to come to this.

Thank you,

Pool World, Inc

Assistant General Manager

Review: I hired Pool World to service the in-ground pool at the home we purchased in August 2013. I was a regular client and paid them $1,652 for services over a 6 week period. I was told (at fall winterization) that my pool heater would require "some work" at the opening in 2014 and that they would come prepared to fix it. Unfortunately, they came to open the pool and spent almost 2 hours diagnosing the "already diagnosed problem. It took 4 visits (which accrued dispatch fees and $94/hour fees), $1,075 in parts and labor and they STILL have not fixed my pool heater, as they assured me they would. Big complaint: Without my asking, they removed my pool ladder rails (it was an error on their part) and now state that it's "broken" and I will have to purchase a NEW ladder (hand rails out of the deep end). Bottom line: I'm out $1,075 for a "spring pool opening" that has left me with a pool we can't use yet, and NO RAILS. I've written Pool World a letter and it went out in today's mail (5/16/14).Desired Settlement: I want Pool World to replace my pool ladder rails or reimburse me for allowing another company to. They cannot give me any justification for why they removed them without my consent or authorization. They said they were "loose", but they are the ones who assembled them 2 weeks ago; they did not tell me at the time that there was a problem. Only in hindsight--after their error--are they saying they were "loose". We NEVER discussed the hand rails; they removed them completely on their own.

Business

Response:

Since this claim was filed we have visited our customer's home and addressed the issues outlined in the claim. We visited our customer on May 20, 2014 and followed up.

Review: I had my hot tub heater replaced by Pool World a few months back. I worked with pool world to get my chemical levels correct but hadn't used tub. I turned on the jets high to heat it faster and mix the chemicals. A few days later I went to check the chemical balance and there was about a foot of water in the tub. I called pool world and they suggested filling it back up and seeing where the leak was coming from. I filled it and had my ex husband look at it. He couldn't find any substantial leak until he turned on the jets and the pipe to the heater they had installed wasn't tight, on high pressure it sprayed a high volume of water as he and I both witnessed. If I had the tool he would've tightened it but I had to call pool world again. I was advised if the leak wasn't there fault there would be a charge. Two guys came out and tightened it, he said there is a much worse leak and they would have to send another person out, another service call. The pipe that slowly leaks is right behind where the new heater was installed and there was no indication of a leak when it was replaced. The "drip" leak doesn't prevent the hot tub from being used now. The water levels have not dipped so low to damage the new heater since they tightened their loose connection.Desired Settlement: My credit card charge of $104.25 should be refunded.All they would do is reduce the charge from $164.58, should not be a charge. It was their fault my tub leaked, the other leak is a very small drip that I am watching and using the tub. I am concerned about the new heater installed as it and my pump ran without water circulating in them and would like them checked by someone other than a pool world employee and with pool world being billed.

Business

Response:

Revdex.com 152 South Jefferson Ste. 200 Spokane, Washington 99201

Attention: Ms. [redacted]

Re: Claim # 9559577

Dear Ms. [redacted]:

We are writing in response to Ms. [redacted]'s claim with the Revdex.com, claim # 9559577.

Pool World was out on 1/29/13 per Mrs. [redacted]'s request to address a heating issue/problem with her hot tub. Upon inspection and testing of the hot tub we found a faulty pressure switch and heater element. We replaced both components with Ms. [redacted]'s approval.

On 4/23/13 at 8:36 am Ms. [redacted] contacted Pool World regarding a potential leak in the hot tub. Pool World visited Ms. [redacted]'s property on 4/24/13 per Ms. [redacted]'s request and inspected the hot tub. Upon inspection our technicians found a loose union connected to the heater housing resulting in a leak. Our technicians tightened the union and the leak stopped at the union. Our technicians also noted based on inspection that they believe the hot tub may have an additional in-foam leak.

Our visit on 4/23/13 resulted in service invoice 594587 in the amount of $164.58 (see attached). We invoiced Ms. [redacted] for minimum charges as quoted for the services provided on 4/23/13.

When I contacted Ms. [redacted] on 5/20/13 via e-mail and phone regarding her service she was aware of our billing, the invoice total and when we would charging her card. Subsequently Ms. [redacted] called and verbally expressed her frustrations regarding the charges. She also sent me e-mails (see attached) outlining her frustrations and opinion that the charges are not valid. During our discussion Ms. [redacted] lead with the fact that she feels that the leak was due to our heater element repair four months prior. Ms. [redacted] also expressed that she is currently unemployed and does not have any money. Ms. [redacted] explained that she had no intentions of paying for the service visit as she did not feel the repair was billable; she believed it was related to our repair from four months prior.

During our discussions I explained to Ms. [redacted] that had she notified Pool World a leak existed immediately following our repair back in January we would have sent a technician out and addressed it. I explained that if the leak was due to a failure of our previous repair we would have repaired it at no charge to Ms. [redacted]. I further explained that things get loose during the general operation of the hot tub and leaks occasionally develop; gaskets dry out, etc and as such we felt the service provided was a valid billable call.

Until April 23, 2013 we had not heard from Ms. [redacted] regarding any service or required repairs for her hot tub since our last repair visit in January 2013.

I did offer a compromise to Ms. [redacted]. Our technicians we at her property for 30 minutes on our visit on 4/24/13; we did however invoice Ms. [redacted] for the full hours labor as quoted. I offered to write off/credit back 30 minutes of labor as a customer service concession, a credit of $55.50+tax. We understood that Ms. [redacted] was frustrated and since we were not there a full hour we felt it fair to offer a compromise on the charges. Ms. [redacted] indicated that she still felt the charges were invalid and that she shouldn’t have to pay anything. Prior to the end of our discussion Ms. [redacted] told me to do what I was going to do and that I could go ahead and try to charge her card, it most likely wouldn’t run.

I issued the credit that I offered Ms. [redacted] in the amount of $60.33 (including taxes) and ran her card for the difference $104.25. The card accepted the charges. We mailed the detailed invoice and credit card receipts to Ms. [redacted] for her records.

While we can understand Ms. [redacted]’s frustration with the leak(s) in her hot tub we also cannot accept responsibility for a leak that developed four months following a previous repair visit. If our technicians would have found a failure or fault associated with the repair we provided in January 2013 that resulted in the leak on Ms. [redacted]’s hot tub we would have provided repair service at no charge/under warranty.

Regarding Ms. [redacted]’s concerns about another unrelated plumbing leak, we are not aware of another visible plumbing leak in the equipment compartment.

Regarding Ms. [redacted]’s comments about her pump running dry that may have been a consequence of a leak that exists (water level dropping below normal operating levels) but we cannot speak to the validity of those comments. Pool World is not authorizing or encouraging Ms. [redacted] to seek additional service from another firm with the expectation that Pool World will cover the charges. Pool World will not cover the charges.

We feel that we have compromised and tried to respond in a fair and equitable manner.

Ms. [redacted] knew what the potential charges were when she requested the service. Ms. [redacted] provided a valid credit card for the reservation and billing of the services that would be provided. At no time was Ms. [redacted] told the service would be free or not billable.

We hope that this information is helpful.

We want a fair and equitable resolution to this matter.

It is always our intention to provide the best customer service to all of our customers.

Please let me know if you need additional information regarding this claim.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9559577, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I first called Pool World on March 15, 2013 and spoke with service department. I was advised to fill the tub and see where the leak was coming from. I filled the tub and took the side cover to the left when facing tub off. There was a small drip from a hose, I called my ex husband to look at the leak he took off the front cover and looked at the side but felt the leak was to small and wouldn't have caused the water leaking so much. He took off the front cover and when he turned on the jets the water rushed out from the heater housing which had been replaced by Pool World in January, if he or myself had a tool to tighten wouldn't have bothered Pool World. When a tech is out on a call how simple to drive by and tighten it.

I was only aware of a charge when Shawna called me on 5/20/13. When I called to explain problem and have them come out I did not give a credit card, they used the same number they had kept on file, didn't think you were supposed to do that. She states they hadn't heard from me and that is not true, I have my cell phone records to show I called them on March 15th. Pool World came out and tightened their mistake, that is all I asked for. If there was future work, it should've been noted, I would call them as I had been satisfied with their work. I feel I was charged for future work, I attached a picture of the pipe they say caused my tub to leak so badly. It looks like the pipe was twisted and the blown on insulation is cracked, my ex husband would've noticed as he looked around in that area while he was looking for the source of the leak.

Review: We have a deposit for an in ground pool. Only to find out the town where we live would not allow one with out a variance. After some back and forth we decided rather then wait a year we would not get a an in ground pool. I'd like to get my money back. And have been met with a complete run around as to the refund procedure...IDesired Settlement: Refund

Business

Response:

This letter is to respond to a complaint letter received 7/5/14. The letter describes how the homeowner would like to back out of their contract and receive their deposit back. Our contract with the homeowner does not grant them the right to cancel due to a township required variance.

Pool World however does understand that a township required variance approval process can sometimes be a long drawn-out process and agreed to let the homeowner cancel their contract. Pool World had a conversation with the homeowner on Wednesday 7/2/14 and let them know that we will have a cancellation letter ready after the July

holiday weekend, which will include a refund of deposit moneys not already used in the permit process to date. If there are any further questions, please feel free to call me [redacted]