Prestige Homes

First I would like to state that I value my reputation and that of Rainbow Pools Inc very highly. This is obviously confirmed by being in business for more than 35 years with this being the first complaint to the Revdex.com that I have ever been made aware of. I have been taking...

care of the pool at [redacted]. for its owner [redacted] for most, if not all, of the 36 seasons I have been servicing pools as Rainbow Pools Inc. I am not sure if I started servicing this pool in 1980 when I went into business, or soon after that. However, I have serviced the pool continuously since [redacted] first called me to his home opening and winterizing the pool every year as well as providing repairs, equipment replacements, liner replacements, chemicals, service and repair as needed. Such long continuous relationships are the norm for Rainbow Pools as we make every effort to provide prompt quality service with a higher degree of attention to detail than most other pool companies. When we opened the pool on 5/12 [redacted] inquired about weekly service for the pool, and the use of a solar cover. I explained that from my point of view solar covers are not cost effective. While they may save some heat loss by reducing evaporation, they add a considerable time and effort to maintaining a pool. When a solar cover is used the dirt, leaves, buds, pollen, etc. that accumulate on the cover need to be cleaned off whenever the cover is taken off the pool to clean the pool. If you roll up a dirty solar cover on a cover reel, the dirt that was on top of the cover sticks to the wet underside of the cover as the cover is rolled up. When the cover is reinstalled on the pool the dirt (now stuck to the underside of the cover) falls into the clean pool and makes the pool dirty before even leaving the job site. Rather than using a solar cover I suggested using a product called Cover Free to reduce evaporative heat loss, while saving money not only in heating the pool, but also labor in cleaning, removing and reinstalling the cover. [redacted] accepted my advice at first and inquired about the cost of weekly service. I explained that we do all of our work on a time and material basis at $95.00/ man-hour. First hour has up to 45 minutes working time and 15 minutes travel time. Billed in ½ hour increments after that. Same terms as I have used since starting business in 1980, although the hourly rate has increased over time. I explained that this is how we charge for weekly service as well. However, I said that with no solar cover on the pool I’d be willing to service that pool for $95.00/week, servicing it every week. [redacted] then scheduled our first weekly service to be on 5/22. When I called to confirm the appointment [redacted] said they had decided to have us install the solar cover on the reel and said they wished to use it. Since I had already thoroughly described the disadvantages before they made this decision, we proceeded as [redacted] requested. On 5/22 we serviced the pool, removed the hardware from the cover reel straps  being careful not to break it so we could reuse it and installed the cover on the reel. Total time with the additional work was billed as 2 men for one hour each. One week later I called to confirm the service appointment, at which time [redacted] asked us to skip that week. One week later I again called to confirm the service appointment, at which time [redacted] asked us to skip that week as well. On 6/12 [redacted] had us service the pool for the first time in three weeks. As you can imagine with springtime buds, and debris the solar cover was a mess. Based on the time on the job I should have charged 2 men for 1-1/2 hours each, but as a goodwill gesture only charged for one man and listed the other as “courtesy” in the total labor column of the invoice. We continued with the weekly calling to confirm the appointment and again serviced the pool after a two week interval. On 6/26 I charged for the full time the job took with cleaning the solar cover, 2 men at 1-1/2 hours each. The next week when I called to confirm [redacted] said let’s just service the pool once every three weeks. We serviced the solar covered pool on 7/17 and 8/5 charging for 2 men at 1 hour each on 7/17, and 2 men at 1-1/2 hours on 8/5. I believe I thoroughly explained how we charge, and charged fairly for services rendered. [redacted] changed the task with the addition of the solar cover as well as the work required per visit by reducing the frequency. Hardly the terms initially agreed to.  How another service company charges or performs a service is not necessarily with the same diligence as with which we work. There are many options within the marketplace, some more expensive than Rainbow Pools and some less expensive. In any purchase there are 3 components; service, quality, and price. You can always pick any two. To think you can get high quality, excellent service, and low price is unreasonable. We service more than twenty pools on a weekly basis. Some are a one hour charge, some are more, and all depend on the past weeks weather. Wind blows things in to pools. Nonetheless, I was willing to provide [redacted] a flat rate for cleaning the pool on a weekly basis. I have attached both invoices for the entire season for convenient reference. The work performed over the 12+  week period from 5/12-8/5/2015 was billed on 8/18/2015. Check written on 9-21-2015 and mailed on 9-30-2015 for $703.00 of $2109.00 invoiced is hardly reasonable. Apparently [redacted] is paying for the opening ($702.66) and nothing more. She is not even paying for the chemicals provided in servicing. If this was a reasonable dispute it should at a minimum pay the opening, closing, chemicals, and $95.00 per visit service and dispute the remainder. This is unreasonable. I shared this information with [redacted] (the owner of the home). [redacted] was surprised since he had discussed this matter with [redacted] and offered to pay a portion of the bill to reduce her expense. He thought the matter had been resolved and that she was comfortable with that outcome. He has subsequently said that he will send payment to me. My reputation is important to me. Typing is not a skill that I possess. It has taken me two and one-half hours to honor your request to answer this complaint in writing. This brings my time invested to over 5 hours of not chargeable time for 11.5 hours of charges disputed! Rainbow Pools is a small business. I called [redacted] on a weekly basis keeping room in my schedule for her until she advised that a tri-weekly service was her preference. I did everything that she requested under the terms originally offered. I have been at the job personally for every service call invoiced on the attached bill, which is why I can state with total confidence that the charges are fair. As you evaluate how you will treat this complaint with respect to my A+ Revdex.com rating, please keep in mind that I have no financial gain from the effort of answering this complaint. I have answered thoroughly only to preserve and protect my reputation. Kind regards, [redacted]President/TreasurerRainbow Pools Inc.3664 Lakeview Rd.Hubertus, WI 53033 Cell: [redacted]Voice Mail: 262 246 6667Fax: 262 628 3932

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11839632, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

contract

The customer has a contract that must be followed, she is very emotionally unstable, she has canceled meetings and attempts for me to answer and fix any disagreements, she makes appointments then cancels them, I am told not to come to the property , then she tells me how do I know the...

fence is right and how can I invoice the fence  if I haven't been their to check fence. I tell her if I can't come to property it is impossible for me to know. I sold fence with no top rail going the the dense growth and up and down hills to keep fence close to ground, this leaves the top of the fence a little loose with n o toprail but it is great for dogs. This is what we agreed on. I did install black vinyl fencing in the front and the back of her property because it is seen, so we used toprail, as contract states. She informed my secretary that has worked for me a long time and I have known even longer that my voice was loud , she inform the customer that it was my normal self I have a loud voice. The crew missed built the great which I had told her that we would rebuild like contract stated which she agreed , then she goes off again. I would be willing to meet someone she trust to try to address her concerns but I am no longer willing to deal with her direct, I have already made overtures to had top rail to fence in woods and would address any other issues. I had a salesperson of mine go out and film the fence from the neighbors yards in order to have a copy of work, I have pulled ligaments in my foot and have a walking cast but was still going out to address issues. I am not going to contact customer from this point own if she has a person that can act on her part I will meet them and due my level best to correct, I have been doing this for over 50 years. If no response  i will start lien and suit next week. THANKS RICHARD B[redacted] OWNER SCOTT FENCE LLC / B[redacted] IND