Rio Grande Financial Network

Initial Business Response / [redacted] (1000, 16, 2016/09/12) */ ***Document Attached [redacted] The installation was explained and an Installation Agreement was signed (attached) by the customer4" of leveling was included with the pool package, as per the Installation Agreement, "any ground leveling over 4" is an additional charge" paid to the installer at the time of install (which is the extra fee you paid)As stated in the Installation Agreement, "The installer will not haul away dirt resulting from ground preparation." Installing a pool is a construction zone; the installers will have equipment that they move on the grass which will create ruts, and the dirt from excavating is moved away from the pool site to assemble the poolThis is explained to the customers in the store along with showing pictures (attached) of the construction your yard will go through It is also explained in the Installation Agreement that hose fittings will need to be tightened up after the filter system is turned onIf excessive leaking is found, a call to Customer Service or to the Installer directly to have them come back out and fix the leaks; Customer Service nor the Installer received a request to do so According to your pictures, with the amount of excavation needed, your yard is what a typical pool installation construction project looks likeThe expectation was set in the store that this was a big job and that dirt would need to be removed, backfilling around the pool bottom track would need to be done, and landscaping redone, all by the customer, not as part of the pool installation Initial Consumer Rebuttal / [redacted] (3000, 18, 2016/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the time of purchase the process was not explainedThe explanation came after the complaintWe were only aware of the extra charges because we questioned the salesmanThe motor filled with sand and seized upon startingIt was not leakage from the fittings we had to redo the plumbers tape which was explained to the salesman and manager at the storeIn addition to that after using the pool we have found the bottom to have rutsI would have appreciated a phone call as promised from the district manager or a response to the initial e-mailOverall experience was poor Final Business Response / [redacted] (4000, 23, 2016/09/27) */ The installation agreement is explained and then signed by the customer prior to paying for the purchase and leaving the storeThe customer signed the installation agreement (attached on 9/12) which explained to her that only 4" of leveling is included with the installation of the pool; "any ground leveling over 4" is an additional charge." And "the installer will not haul away dirt resulting from ground preparation." The customer signed the installation agreement stating that she was aware and understood that she may occur additional charges: if she had more than 4" of ground leveling, which she did, and that the installer would not haul away the dirt We do not have any record of the pump seizing or of the pump and filter leakingShe could have notified the store or customer service and the installer would have been sent back out to the home to make the necessary repairs; the customer chose not to do this option; therefore no service order was opened The customer has not contacted the store or customer service regarding "ruts" on the bottom of her pool (stated in her Revdex.com rebuttal for the first time)Listed in the Installation Agreement in the "Warranty" section, number 3, it states, "Sand and cushion bottoms may have some imperfections such as lumps, waves, or slight wrinkles in the liner due to the nature of your ground and will not be covered under any warranties." I will open a service order and notify customer service to call the customer to schedule an appointment for the installer to come out and inspect the bottom of the pool

Initial Business Response /* (1000, 16, 2016/09/12) */
[redacted]Document Attached[redacted]
The installation was explained and an Installation Agreement was signed (attached) by the customer. 4" of leveling was included with the pool package, as per the Installation Agreement, "any ground leveling over 4" is...

an additional charge" paid to the installer at the time of install (which is the extra fee you paid). As stated in the Installation Agreement, "The installer will not haul away dirt resulting from ground preparation." Installing a pool is a construction zone; the installers will have equipment that they move on the grass which will create ruts, and the dirt from excavating is moved away from the pool site to assemble the pool. This is explained to the customers in the store along with showing pictures (attached) of the construction your yard will go through.
It is also explained in the Installation Agreement that hose fittings will need to be tightened up after the filter system is turned on. If excessive leaking is found, a call to Customer Service or to the Installer directly to have them come back out and fix the leaks; Customer Service nor the Installer received a request to do so.
According to your pictures, with the amount of excavation needed, your yard is what a typical pool installation construction project looks like. The expectation was set in the store that this was a big job and that dirt would need to be removed, backfilling around the pool bottom track would need to be done, and landscaping redone, all by the customer, not as part of the pool installation.
Initial Consumer Rebuttal /* (3000, 18, 2016/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the time of purchase the process was not explained. The explanation came after the complaint. We were only aware of the extra charges because we questioned the salesman. The motor filled with sand and seized upon starting. It was not normal leakage from the fittings we had to redo the plumbers tape which was explained to the salesman and manager at the store. In addition to that after using the pool we have found the bottom to have ruts. I would have appreciated a phone call as promised from the district manager or a response to the initial e-mail. Overall experience was poor.
Final Business Response /* (4000, 23, 2016/09/27) */
The installation agreement is explained and then signed by the customer prior to paying for the purchase and leaving the store. The customer signed the installation agreement (attached on 9/12) which explained to her that only 4" of leveling is included with the installation of the pool; "any ground leveling over 4" is an additional charge." And "the installer will not haul away dirt resulting from ground preparation." The customer signed the installation agreement stating that she was aware and understood that she may occur additional charges: if she had more than 4" of ground leveling, which she did, and that the installer would not haul away the dirt.
We do not have any record of the pump seizing or of the pump and filter leaking. She could have notified the store or customer service and the installer would have been sent back out to the home to make the necessary repairs; the customer chose not to do this option; therefore no service order was opened.
The customer has not contacted the store or customer service regarding "ruts" on the bottom of her pool (stated in her Revdex.com rebuttal for the first time). Listed in the Installation Agreement in the "Warranty" section, number 3, it states, "Sand and cushion bottoms may have some imperfections such as lumps, waves, or slight wrinkles in the liner due to the nature of your ground and will not be covered under any warranties." I will open a service order and notify customer service to call the customer to schedule an appointment for the installer to come out and inspect the bottom of the pool.