Pools & Spas Service, 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 ***, To date I have not received a certified letter from pools and spasThe complaint should be left open .Until the work is performed
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The scaling/ delamination occurred immediately after it was resurfacedPools & Spas maintained the water
during the curing process - not usAs part of the warranty Pools & Spas need to rectify this situationWe did contact Pools & Spas about this earlier but it was not in writing until no one was responding to our requests to rectify the situationWe spent a lot a money to resurface our pool and we expect it to be fixed and completed properlyIt never was!!! We have used Pools & Spas for closing our pool and paid for them to monitor our water during the winter timeWe asked them to discuss this situation prior to us closing the pool, the pool is now closed for the season and we need them to address how they will rectify the situation so it can be taken care of early springWe should not be billed for this at all, when you pay for a job it should be done right the first time!!!
Regards,
*** ***

The attached letter is being sent certified to the customer also.Thank you.*** ***

Please review my response and feel free to contact me for any further information needed.Thank you,[redacted]

In April of 2016 Pools & Spas Service, Inc. installed a liner for [redacted]   Through the installation of the liner there were several steps taken to assure proper fit and longevity at the end of that process. The [redacted] liner had no wrinkles after the installation and the...

installation was satisfactory by the homeowner.  Pools & Spas Service, Inc. didn’t service the [redacted] pool after the install.  In 2017 at the customer's request the project manager visited the pool on 6/21/17 and immediately upon inspection noticed a star like wrinkle pattern in the shallow end of the pool on the floor of the pool.  This is well known industry-wide as a wrinkle pattern of a liner that has floated.  The floating definition would be water getting under the liner exceeding the weight on top of the liner and pushing the liner up and described as floating.  Once the water recedes the liner goes back down from the weight of the water in the pool and leaves a star pattern wrinkled as observed by our project manager.  Our project manager also noticed a subsurface water condition where the [redacted] paver decking which slopes towards the pool which could of assisted in the problem of their liner floating.  Our project manager had a very detailed conversation with [redacted] and our project manager explained the above and told [redacted] that having the liner drained and reset and refilled would solve the immediate problem of the wrinkles but does nothing for the cause and effect of why the liner floated and there would be the likelihood that the liner would float again.  Our project manager suggested to [redacted] that we could drain a portion of the pool, reset the liner which would remove his existing wrinkles and utilize his garden hose to fill the pool.  The approximate price for this process would be $800.00.  He also suggested to [redacted] to look into his subsurface water condition and also monitor the pool closer during the dormant stage of the pool being closed of his water level to ensure that the proper weight is on the liner in the shallow end where there is the least amount of weight because it's the shallowest part of the pool.  He also suggested that he could even have the manufacturer's representative come out and verify that the measurements and installation was done to manufacturer's specifications and Industry standards although it appears that [redacted] was more interested in getting his wrinkles removed by resetting the liner at no expense to [redacted].  Because he didn’t experience this issue with his previous liner he felt that it was a warranty issue.  Unfortunately Pools & Spas Service, Inc., any other pool company and manufacturers of pool liners that install liners are unable to warranty floating liners due to underground and or subsurface water conditions.   In addition on the general terms and conditions page of the contract signed by the homeowner stated in paragraph D.  States that the contractor shall not be liable for any damage which may be caused by surface drainage around the pool, underground water, floods, acts of God, etc… Pools & Spas Service, Inc. takes any complaint very seriously and attempts to address complaints in a timely manner.  As our project manager stated to [redacted] in his conversation that we would be more than willing to assist him in the resetting of the liner and our professional expertise in how to help prevent the above issue from happening again but unfortunately it wasn’t a warranty issue or any guarantee that Pools & Spas Service Inc. could give him that this would not happen again. If additional information is needed please feel free to contact me. RegardsCharles C[redacted]President

Review: My in-ground pool was resurfaced by this company.The surface when completed was rough and hard to the point it cut your feet open when walked on.The company came back and dropped acid in the pool for 2 weeks to try and fix the problem. During this time Pools and Spas maintained the water chemistry. I also paid them to maintain the water chemistry during the winter. When opened the next summer delamination ( the surface was deteriorated) was all over the pool surface and sections continued to be rough and hard. I called them and told them the problem.They sent someone over a few weeks later. I had to call them back to find out the problem. The service tech [redacted] told me acid levels in the pool were high. I said the water was tested and the report stated everything was at normal levels. He stated his company only tests for this type of acid. I told him Pools and Spas maintained the pool during the curing time of the finishing of the pool surface.I had a 3 year warranty for the finish and the finish has never been complete. I asked him what they were going to do, he replied he would talk to the owner and get back to me which never happened. I also sent a letter with no response back.Desired Settlement: To have the pool finish redone the right way like we paid for 9075.00

Business

Response:

Please review my response and feel free to contact me for any further information needed.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The scaling/ delamination occurred immediately after it was resurfaced. Pools & Spas maintained the water during the curing process - not us. As part of the warranty Pools & Spas need to rectify this situation. We did contact Pools & Spas about this earlier but it was not in writing until no one was responding to our requests to rectify the situation. We spent a lot a money to resurface our pool and we expect it to be fixed and completed properly. It never was!!! We have used Pools & Spas for closing our pool and paid for them to monitor our water during the winter time. We asked them to discuss this situation prior to us closing the pool, the pool is now closed for the season and we need them to address how they will rectify the situation so it can be taken care of early spring. We should not be billed for this at all, when you pay for a job it should be done right the first time!!!

Regards,

Business

Response:

The attached letter is being sent certified to the customer also.Thank you.[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], To date I have not received a certified letter from pools and spas. The complaint should be left open .Until the work is performed

Regards,