Redicks Pool Plastering Inc

Initial Business Response /* (1000, 5, 2016/06/29) */
Job Name - [redacted],
Job Completion Date 9-1-2013
we resurfaced this pool back in Sept of 2013, I remember it very well, at this time I was handing daily operations, issues started to arise when our final phase started which is the chemical...

start up after the acid soak, during the final process it is the customers responsibility to sweep the pool during the acid soak, at this time we used Krisdan Clear pool service which is licensed and has 15 years chemical experience and worked as s manager at leslies pool supply, customer stated that "krisdan Clear" poured a small bottle into the pool and exited the property, that's it. first I would like to to say that this isn't true, the chemicals were started correctly and we have emails to support that along with the chemicals added to the pool, the customers did not hire a pool service to take over after we finished and have no experience with pool chemistry, I have emails stating that the chlorine levels were high after we started the pool up on the 5th of sept 2013, which is normal and that the test kit was bleaching out results, and then another email 4 days later stating that the chlorine level is at 0, we are not responsible for pool service on a customer's pool after we start up the chemicals and ( open the pool)typically customers have a pool service company start no later than 7 days after we (open the pool) it was September, its very hot outside during that month and the chlorine had burned off after about 5 days and required the pool to be shocked. they expected us to service the pool after the startup this is not our responsibility it is the customers, If my emails are correct Krisdan Clear went out after the 10th and checked everything and added chlorine as a good customer service gesture, we explained in detail where the pool chemical levels were at and didn't hear back from these customers until the 23rd,when they contacted us there was no mention of chemical issues, they said we had damaged a Polaris fitting that we did not work, we removed the fitting and reinstalled it, they said we had cracked it, we went ahead and sent someone out and replaced it on the 23rd 2 hours after the email was sent to us and did not charge the customer for the $47.00 part or the $75.00 service charge, (this customer lied on the review and said we never fixed it) we then never heard from the customer again until I emailed requesting to show there pool on 1/17/14 which they were ok with but we ended up not showing due to a color mix up with our other potential customer. this was the last time we heard from these customers until, around 8-1-2015 ( almost 2 years later) accusing us of pitting there pool and destroying their finish, Mr. [redacted] left very negative feedback on google with vulgar language with lots of inaccurate information, also left negative feedback on Krisdan clears page also, keep in mind we had no emails or phone calls from these customers for almost 2 years, we reached out to customer and asked why they did this and didn't contact us first, after a month of trying to call and email them we were able to reach Mr. [redacted] stated he was unhappy and was venting and got a little carried away, we sent a CPO certified technician out to look at their pool on 8/18/2015, the chemicals were unbalanced and they did not have chemical test records for their pool, our observation was that the finish was smooth and not pitted, we noticed the pool was scaling and had chemical abuse and had been neglected, they wanted us to come and acid wash their pool free of charge, we stated that the issues they were having were not caused by us but were caused by improper chemistry, they also stated they took care of their own pool and had a service company but could not supply a chemical record which we require on all of our pools for warranty, this is stated in our contracts, even if we missed observing pitting in the pool this is not a workmanship issue, pitting is caused by PH and Alkalinity imbalance, I have replied to Mr. [redacted] Negative feedback on Google and asked him to remove it. I have emails and documentation, even the receipt for the Polaris fitting that was purchased on the 23rd of sept to support everything I have stated in the reply, and request this complaint be closed since we are sitting at almost 3 years after this pool was redone, Redicks pool and Krisdan clear pool service have went above and beyond trying to make this customer happy, and I don't feel like its right to be Called ( "[redacted]") on a publically viewed forum on google, and I find it offensive and rude. we have been professional in trying to make the customers happy. I will not be issuing any type of refund, and the customer has made it clear they do not want us back out to work on their pool, and I'm ok with that. I still request the feedback on google to be taken down and may consider taking legal action since I have supporting documentation that the customer is not being truthful