The information is located on the back of the contract under warranty sectionThis contract is with the original owners, not a third ownerWe have no further comment
- According to my records, the pool at this address was built in 2008, NOT - I can not fine where it states "as long as you own the pool" (would you provide the page number? or even better a copy of this signed agreement?)- "we have no control on how the pool has been maintained, whether the pool was ever emptied" - again, regardless of the "owner", Pulliam has no control over these things either way- in regards to the new car comment - again, regardless of WHO owns the Ford The Ford is a Ford and Ford stands behind the warranty and it IS transferable
I think the offer to replace our deck is just awesome and also the right thing to do and is a huge step toward making me and my wife very happy, and I want to thank you...However depending on the price we are not sure the cost of the soil Injection would be affordable to us , we would definitely want it done right though so we would not have these problems again in the future so Ma'am would you please supply us with an estimate of what soil Injection would cost us to properly do this?
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,
*** ***
Pulliam Pools built a pool for the original owners at this address in Their contract states that the warranty is good "for as long as you own your pool". They sold the property to another ownerThe person who bought it now (the third property owner) is the person filing this
complaint. Our contract was with the original owner, not the second or third. Pool equipment is warranted for three years at mostThis pool is years oldIt has long been out of warranty.Pool companies do not typically transfer warranties on the structure because we have no control on how that pool has been maintained, whether the pool was ever emptied, and whether problems were created due to lack of proper chemical balancing. No pool company would transfer a warranty to a third owner. If the sellers promised that the warranties were transferred, the new owners should go back to them and/or their realtor and discuss that with them. Since they were not the original owner, they had no rights to transfer any warranties anymore than the original owner would have. Hopefully, they purchased a home warranty at the time that would cover anything like this. Pulliam cannot be held responsible for a promise made to them by someone elseIt would be like us buying a $50,car and the owner telling us General Motors would warranty itIt is a used car at that point, it would not be warrantied and General Motors is not obligated to do anything because the seller made a promise on their behalfWe understand that when you buy a property that it is frustrating to have to have repairs come upIt is very unfortunate that the sale appears to have been misrepresented. It is even more unfortunate that a consumer can file a complaint on a company from which they never contracted with in the first placeWe would be happy to provide an estimate on what repairs they might need
The level of the pool is based on the supporting soils underneathThere is no guarantee the pool will remain in the same position before or after soil injectionsSoil injections help mitigate the issues from expansive soil, but there is no updated warranty or guarantee of anything because it is impossible to know the exact cause of the ground movement. Cracks can be repaired to be smoother, but they will still be visiblePool plaster changes and mottles over timeThe repair material is fresh and new and white and it is impossible to match the coloring.If you choose to move forward, we will replace the deck after soil injection has been done, as well as the brass pool cover studs. Drilling in any concrete can cause chips and nicksThere is no guarantee that it will not have some flaking and chipping again.Thank you
The reasons I do not accept this response are the following:It took [redacted] over 30 minutes tor e- install the cell and keep the cell from leaking after he removed it to check itThe cell has continuosly leaked and never worked properly....it had to be replaced 6 moths after the pool was complete 4/2011We were not aware of the fact that we were being sold a HIGH MAINTENACE system we trusted Pulliam to put in proper equipmentWe have owned salt water pools before and never had theses problems of no flow and salt cell not workingNot only did they say the salt system was poor design, they said if they had known this was the type that came with the pool, they would have given the ticket to another tech.The techs said they did not think they even had these cells as they no longer sold this system. In fact they stated that we should put no more money into our currrent system because it was not worth it, They agreed with my research and recommened the Hayward Sysytem and suggested buying it on-line for $800 and they would charge $200 to install and it would take less than an hour to install.We were never told by Pulliam that the system they were installing needed to be removed and inspected monthly when even the techs could not remove and replace the system without excessive leaking and excessive silicone and excessive force, they clearly did not like the system and made many remarks to that effect.We do not agree witht the comparison to a cellphone, this is a $37k+ pool that has NEVER had a proper working salt system not a $300 phoneThe techs said that they did not believe that they even carried parts for this system anymore.I have NEVER soaked the cell for 10 hours, the cell was soaked for 30 minutes and remained crusted over so I rinsed it and soaked it another 30 minutes to an hour unitl the crust was goneWe find their comment that the salt system was a 'bottom of the line unit' in Paragraph 5 of their response in line with its performance and the statements made by their techs.We remain firm in our desire to have a Hatward Salt System, at their recommendation, and we will split the cost of replacement and installation which should be no more than $600 each.http://www.poolsupplyunlimited.com/HaywardAQR9AquaRiteSaltSystemPowerCenter...⇄
I would like to accept the proposal of Pulliam replacing the existing concrete deck around our pool and patching the plaster cracks throughout the pool.
As I said I want to make sure that the soil treatment is done while the pool is at its level, to be its best chance to stay as level as possible.
At the same time, I would also like to meet with you maam on the history of our pool to allow you to understand what has taken place throughout the project and to inform you on items I believe that you were misinformed about, This will help you understand our concerns about issues that have come up along the way and brought us to this spot we are now at the Revdex.com.
Me and my wife are honest people and we appreciate companies that are honest and caring for their customers and that again is why we chose Pulliam pools in the first place, we wanted to get a local honest and caring company, you can ask [redacted] our salesman these were the things I discussed with him, that we were looking for a company that would be in our corner throughout the project and even after the pool was in the ground they would be our pool company we could count on and he assured me that your company was the one for us, so we chose Pulliam instead of 2 other local companies we were looking at.
I have reviewed the customer file at length and the history of the pool. I would love to address this complaint in detail, but my Warranty Manager, [redacted], has been on vacation and just returned today. There are things I need to know from him regarding this job, but I am leaving...
town later today and will not be back until June 17. I am asking that Pulliam Pools be allowed an additional week so that Chris can contact the customer and meet with him next week at his home to assess the situation. It would be foolhardy for me to respond with a simple answer without knowing the status.
I have reviewed the response from Pulliam pool president and I understand and I have no problem waiting the time she requested to allow her person to meet with me and my wife.
It is always difficult when there is a he said, she said situation. While we trust our employee's to be truthful, we have no desire to combat a customer who we value.Pulliam Pools agrees to install the Hayward Aquarite system if Mr. [redacted] agrees to pay $600 towards that system per his original complaint. However, we will order it from our local distributor and install it . Items purchased from the Internet are not always reliable or warrantable. We would also respectfully request this complaint to be removed.
First, we apologize wholeheartedly. This was something that needed our immediate attention and my customer service rep did not communicate that to his manager, [redacted] has already made contact with the client and made arrangements for us to go out. Pulliam has always prided itself on...
customer service, so that report has deeply affected us and we are going through the basics again with all our staff. We cannot apologize enough for the error in judgment of our employee and will make sure our client's concerns are fully addressed.
Because the homeowner stated several different things, and I have been asked to provide any pertinent information, I am addressing things in order of the history of the project. Mr. [redacted] signed the contract to build a pool from Pulliam Pools on September 10, 2013 (Exhibit A), including “and warrants that all oral representations are contained therein”. Warranties were outlined on the back of the contract (Exhibit B). Mr. [redacted] signed the Contract Checklist (Exhibit C), and initialed the following two sections: (1) TEXAS SOIL CAN SHIFT…and swell, and shrink. And when soil moves, so does your pool. Additionally, your deck can crack and/or lift or settle. No pool builder or contractor can do anything about this. Most damage to decks, retaining walls, etc., is a result of soil movement. Soil movement is not covered under our warranty (or any other pool builder’s warranty). This is different from the lifetime structural warranty on the Gunite shell of your pool (Exhibit D); (2) From past experience, we have determined that chemical soil injection under the pool and under decks will substantially lessen the effects of clay soil swelling. Do you want this service as an additional cost? Please Circle Yes or No. Mr. [redacted] circled “No”. Pulliam Pools does care about our customers and what might happen down the road because we warranty our p[redacted]uct. It does not make sense to build something that will cause future repairs. Per Mr. [redacted]’s pool designer [redacted], he said that soil expansion and suggested soil injection were discussed with the customer. Mr. [redacted] declined it. We can only make suggestions and/or recommendations to customers. We CANNOT make them spend more money on a project if they decline recommendations. Consequently, we cannot incur additional warranty costs because a customer declined a recommendation.Mr. Newton later added decking to the original decking installed by Pulliam Pools and he or his contractor doweled into the deck poured by Pulliam Pools. His new deck has since cracked due to ground movement as well. We do not know if that attached decking caused the original decking to crack. Our deck was installed to ensure water drainage slope around the deck. By adding additional decking, this drainage may have been impacted. Per Exhibit B, it states, “In the event that a party other than PULLIAM alters work performed by PULLIAM, all warranties will be voided. BUYER assumes all responsibility for any damage to work performed by PULLIAM, or damage to work not performed by PULLIAM as a result of alterations to grading or drainage as originally established by PULLIAM. Walks, pool decking, retaining walls, and pool finish color are excluded from this warranty.”When Mr. [redacted] signed the Structural Warranty Page (Exhibit D), he added a note: “Gunite was shot at freezing temperatures-dated 2/4/14.” His implications that this caused cracking is not justified. I asked the General Manager of [redacted] to provide a letter stating their information on the job on the date of Gunite. I have attached that letter (Exhibit E). Temperatures were not a factor in any pool cracks. Ground movement caused them.Pulliam Pools wants our customers to be happy, so we are willing to replace the deck installed by Pulliam one time on the condition that Mr. [redacted] purchases soil injection for the project. Since he stated in his complaint that, “…if they (Pulliam) would have told me that I needed to have the treatment then I would have bought it.” This is our entire offer regarding the deck.Pulliam will also have our plaster company try to smooth any patching that was done.We hope this will show our customer that Pulliam truly does care about what happens after the sale.
The information is located on the back of the contract under warranty sectionThis contract is with the original owners, not a third ownerWe have no further comment
- According to my records, the pool at this address was built in 2008, NOT - I can not fine where it states "as long as you own the pool" (would you provide the page number? or even better a copy of this signed agreement?)- "we have no control on how the pool has been maintained, whether the pool was ever emptied" - again, regardless of the "owner", Pulliam has no control over these things either way- in regards to the new car comment - again, regardless of WHO owns the Ford The Ford is a Ford and Ford stands behind the warranty and it IS transferable
I think the offer to replace our deck is just awesome and also the right thing to do and is a huge step toward making me and my wife very happy, and I want to thank you...However depending on the price we are not sure the cost of the soil Injection would be affordable to us , we would definitely want it done right though so we would not have these problems again in the future so Ma'am would you please supply us with an estimate of what soil Injection would cost us to properly do this?
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,
*** ***
Pulliam Pools built a pool for the original owners at this address in Their contract states that the warranty is good "for as long as you own your pool". They sold the property to another ownerThe person who bought it now (the third property owner) is the person filing this
complaint. Our contract was with the original owner, not the second or third. Pool equipment is warranted for three years at mostThis pool is years oldIt has long been out of warranty.Pool companies do not typically transfer warranties on the structure because we have no control on how that pool has been maintained, whether the pool was ever emptied, and whether problems were created due to lack of proper chemical balancing. No pool company would transfer a warranty to a third owner. If the sellers promised that the warranties were transferred, the new owners should go back to them and/or their realtor and discuss that with them. Since they were not the original owner, they had no rights to transfer any warranties anymore than the original owner would have. Hopefully, they purchased a home warranty at the time that would cover anything like this. Pulliam cannot be held responsible for a promise made to them by someone elseIt would be like us buying a $50,car and the owner telling us General Motors would warranty itIt is a used car at that point, it would not be warrantied and General Motors is not obligated to do anything because the seller made a promise on their behalfWe understand that when you buy a property that it is frustrating to have to have repairs come upIt is very unfortunate that the sale appears to have been misrepresented. It is even more unfortunate that a consumer can file a complaint on a company from which they never contracted with in the first placeWe would be happy to provide an estimate on what repairs they might need
The level of the pool is based on the supporting soils underneathThere is no guarantee the pool will remain in the same position before or after soil injectionsSoil injections help mitigate the issues from expansive soil, but there is no updated warranty or guarantee of anything because it is impossible to know the exact cause of the ground movement. Cracks can be repaired to be smoother, but they will still be visiblePool plaster changes and mottles over timeThe repair material is fresh and new and white and it is impossible to match the coloring.If you choose to move forward, we will replace the deck after soil injection has been done, as well as the brass pool cover studs. Drilling in any concrete can cause chips and nicksThere is no guarantee that it will not have some flaking and chipping again.Thank you
The reasons I do not accept this response are the following:It took [redacted] over 30 minutes tor e- install the cell and keep the cell from leaking after he removed it to check itThe cell has continuosly leaked and never worked properly....it had to be replaced 6 moths after the pool was complete 4/2011We were not aware of the fact that we were being sold a HIGH MAINTENACE system we trusted Pulliam to put in proper equipmentWe have owned salt water pools before and never had theses problems of no flow and salt cell not workingNot only did they say the salt system was poor design, they said if they had known this was the type that came with the pool, they would have given the ticket to another tech.The techs said they did not think they even had these cells as they no longer sold this system. In fact they stated that we should put no more money into our currrent system because it was not worth it, They agreed with my research and recommened the Hayward Sysytem and suggested buying it on-line for $800 and they would charge $200 to install and it would take less than an hour to install.We were never told by Pulliam that the system they were installing needed to be removed and inspected monthly when even the techs could not remove and replace the system without excessive leaking and excessive silicone and excessive force, they clearly did not like the system and made many remarks to that effect.We do not agree witht the comparison to a cellphone, this is a $37k+ pool that has NEVER had a proper working salt system not a $300 phoneThe techs said that they did not believe that they even carried parts for this system anymore.I have NEVER soaked the cell for 10 hours, the cell was soaked for 30 minutes and remained crusted over so I rinsed it and soaked it another 30 minutes to an hour unitl the crust was goneWe find their comment that the salt system was a 'bottom of the line unit' in Paragraph 5 of their response in line with its performance and the statements made by their techs.We remain firm in our desire to have a Hatward Salt System, at their recommendation, and we will split the cost of replacement and installation which should be no more than $600 each.http://www.poolsupplyunlimited.com/HaywardAQR9AquaRiteSaltSystemPowerCenter...⇄
I would like to accept the proposal of Pulliam replacing the existing concrete deck around our pool and patching the plaster cracks throughout the pool.
As I said I want to make sure that the soil treatment is done while the pool is at its level, to be its best chance to stay as level as possible.
At the same time, I would also like to meet with you maam on the history of our pool to allow you to understand what has taken place throughout the project and to inform you on items I believe that you were misinformed about, This will help you understand our concerns about issues that have come up along the way and brought us to this spot we are now at the Revdex.com.
Me and my wife are honest people and we appreciate companies that are honest and caring for their customers and that again is why we chose Pulliam pools in the first place, we wanted to get a local honest and caring company, you can ask [redacted] our salesman these were the things I discussed with him, that we were looking for a company that would be in our corner throughout the project and even after the pool was in the ground they would be our pool company we could count on and he assured me that your company was the one for us, so we chose Pulliam instead of 2 other local companies we were looking at.
[redacted]
Revdex.com:
The cost would probably be between $2,300 and $2,600 depending on the areas they recommend doing.
I have reviewed the customer file at length and the history of the pool. I would love to address this complaint in detail, but my Warranty Manager, [redacted], has been on vacation and just returned today. There are things I need to know from him regarding this job, but I am leaving...
town later today and will not be back until June 17. I am asking that Pulliam Pools be allowed an additional week so that Chris can contact the customer and meet with him next week at his home to assess the situation. It would be foolhardy for me to respond with a simple answer without knowing the status.
I have reviewed the response from Pulliam pool president and I understand and I have no problem waiting the time she requested to allow her person to meet with me and my wife.
It is always difficult when there is a he said, she said situation. While we trust our employee's to be truthful, we have no desire to combat a customer who we value.Pulliam Pools agrees to install the Hayward Aquarite system if Mr. [redacted] agrees to pay $600 towards that system per his original complaint. However, we will order it from our local distributor and install it . Items purchased from the Internet are not always reliable or warrantable. We would also respectfully request this complaint to be removed.
First, we apologize wholeheartedly. This was something that needed our immediate attention and my customer service rep did not communicate that to his manager, [redacted] has already made contact with the client and made arrangements for us to go out. Pulliam has always prided itself on...
customer service, so that report has deeply affected us and we are going through the basics again with all our staff. We cannot apologize enough for the error in judgment of our employee and will make sure our client's concerns are fully addressed.
Because the homeowner stated several different things, and I have been asked to provide any pertinent information, I am addressing things in order of the history of the project. Mr. [redacted] signed the contract to build a pool from Pulliam Pools on September 10, 2013 (Exhibit A), including “and warrants that all oral representations are contained therein”. Warranties were outlined on the back of the contract (Exhibit B). Mr. [redacted] signed the Contract Checklist (Exhibit C), and initialed the following two sections: (1) TEXAS SOIL CAN SHIFT…and swell, and shrink. And when soil moves, so does your pool. Additionally, your deck can crack and/or lift or settle. No pool builder or contractor can do anything about this. Most damage to decks, retaining walls, etc., is a result of soil movement. Soil movement is not covered under our warranty (or any other pool builder’s warranty). This is different from the lifetime structural warranty on the Gunite shell of your pool (Exhibit D); (2) From past experience, we have determined that chemical soil injection under the pool and under decks will substantially lessen the effects of clay soil swelling. Do you want this service as an additional cost? Please Circle Yes or No. Mr. [redacted] circled “No”. Pulliam Pools does care about our customers and what might happen down the road because we warranty our p[redacted]uct. It does not make sense to build something that will cause future repairs. Per Mr. [redacted]’s pool designer [redacted], he said that soil expansion and suggested soil injection were discussed with the customer. Mr. [redacted] declined it. We can only make suggestions and/or recommendations to customers. We CANNOT make them spend more money on a project if they decline recommendations. Consequently, we cannot incur additional warranty costs because a customer declined a recommendation.Mr. Newton later added decking to the original decking installed by Pulliam Pools and he or his contractor doweled into the deck poured by Pulliam Pools. His new deck has since cracked due to ground movement as well. We do not know if that attached decking caused the original decking to crack. Our deck was installed to ensure water drainage slope around the deck. By adding additional decking, this drainage may have been impacted. Per Exhibit B, it states, “In the event that a party other than PULLIAM alters work performed by PULLIAM, all warranties will be voided. BUYER assumes all responsibility for any damage to work performed by PULLIAM, or damage to work not performed by PULLIAM as a result of alterations to grading or drainage as originally established by PULLIAM. Walks, pool decking, retaining walls, and pool finish color are excluded from this warranty.”When Mr. [redacted] signed the Structural Warranty Page (Exhibit D), he added a note: “Gunite was shot at freezing temperatures-dated 2/4/14.” His implications that this caused cracking is not justified. I asked the General Manager of [redacted] to provide a letter stating their information on the job on the date of Gunite. I have attached that letter (Exhibit E). Temperatures were not a factor in any pool cracks. Ground movement caused them.Pulliam Pools wants our customers to be happy, so we are willing to replace the deck installed by Pulliam one time on the condition that Mr. [redacted] purchases soil injection for the project. Since he stated in his complaint that, “…if they (Pulliam) would have told me that I needed to have the treatment then I would have bought it.” This is our entire offer regarding the deck.Pulliam will also have our plaster company try to smooth any patching that was done.We hope this will show our customer that Pulliam truly does care about what happens after the sale.