Rock-n-Pools, LLC

Complaint: ***
I am rejecting this response because:The details that are stated by Rock-n-Pools are untrue. They state they did not know the manufacturer of my cover. The day they came to give me an estimate I showed them the brochure that I had on file showing my cover was ab Infinity Automatic Pool Cover. They state the company they use does not make a cover like I had. I have since spoken with *** and have been informed that I could have received a solid cover, but that it would be an upgrade as the cover ordered for my existing system was the standard cover. As I stated before, the only option I was offered was an upgrade to designer color. They state the cover is stable ad will work for all seasons. While I believe that statement to likely be true it overlooks the problems I raise. Because of the way the cover fits at my steps light goes directly into the pool This is a concern to me for when I winterize my pool. The chemicals will dissipate more rapidly. When a pool is winterized you are told to block out light so that it slows algae growth. I cannot do this anymore. When I spoke with *** they said that the mesh windows are supposed to fit over the pools edge, not allowing direct light. They told me this was not a correct fit for my pool. In their second paragraph, they state that they have apologized that my cover is different. This is untrue as well. They only statements I have heard is this cover will work for your pool and is the one *** makes. If you have a problem with that you can talk with ***. I have, and the information above answered that They blame the industry for it taking so long to get the cover, while taking no ownership of their errors. I made my 70% deposit on 4/28/17. It was cashed on 5/2/17. The neglected to have be sign the contract and I sent it back to then on 5/6/and I asked if a date was scheduled for the work. On 5/8/I was told “We don’t want to order the fabric just yet because that is going to ship really quickly once it’s ordered and they’ll want to install the liner first and not have the fabric sitting around.” On 5/13/work began and my automatic cover was removed and cut up. I was told I needed a different tracking system and Jose would tell the office. He thought it would be around $and so I agreed to that. The pool was filling and the workers were leaving when I asked them about the cover for the pool. They knew nothing about it. This began a series of calls and emails. On 5/19/I was told “the leading edge bar we need to get for you cover is going to be an additional $319.83” clearly indicating nothing had been done. One week lost. I was then told the cover and parts would arrive on May 29th and could be installed sometime later that week. Again, more delay, a full month after my deposit. The cover was finally installed on 6/6/while I was not at home. When I was able to close it the cover the next day (due to water level) I discover that I had mesh openings in my liner. This was the first I knew any change “style” to my coverAs to the problem with Multi-Coat, nothing has changed since they were informed on the problem on 6/20/17. They are correct in stating “we have not gone back…until we figure out why it’s happening.” I am not satisfied that they are actively trying to resolve this issue based on the fact that they have contacted a company representative and “they are waiting until we have time to show him the issue to get his opinion.” This needs to be resolved and the areas of wear addressed. No one has even tried to come and look at it The pool cover again is not running smoothly in the trackIn the final paragraph Rock-n-Pool states there was an existing leak. I was replacing my liner because of age and a leak I couldn’t findI had report two leaks in the liner the previous year and knew it was needing a replacement I had asked for them to make sure and do their pressure testing so that if the leak was in the system I could fix it before just putting in a new linerThey told me they believed the leak had been present at my light fixture (which made sense because that is where the water level had stopped falling). They repaired this area and made sure to seal it well. When the original liner was pulled the only area that they felt looked like it had evidence of a leak was in the deep end where they lightly repaired the concreteThey pressure tested the system and said everything was fineFor them to say that the “leak was not caused by the liner replacement” is such a ridiculous statement. The original leak had NOTHING to do with the leak they had to repair where the new liner was not fit correctly into the steps My new liner lost water for days. When they finally were able to detect the leak, they told me themselves that right at the bottom corner of my stairs there was a gap where it was not sealed completely. That gap was allowing water to escape. It was an installation issue according to their own wordsThem implying anything different and trying to take credit that they “fixed it free of charge because it was not very big and would not take a lot of time” is ludicrous and insulting and unbelievably unprofessionalI still want Rock-n-Pool to replace my cover and repair my Multi-Coat
Sincerely,
*** ***

I have attached the original contract that states the leak was already existing and that there was no contract agreement that we would fix the leakDespite that, we fixed the existing leak and anything that caused concern after the new liner was installedThis is now a non-issue as the pool is no longer leaking and the client was not required to pay for the fix.Every time we spoke with ***, they stated that solid covers with mesh at the end is their standard cover for Top-TracksThey said that there is the possibility of adding a Velcro flap but that the mesh still needs to be there and the Velcro flap isn't requiredThe contract also states that we would be getting an *** coverWe have apologized several times for the lack of communication and not making sure that the client knew that the cover would be different than what she already had.With the Multi-Coat, we had already sent one of our pool employees to adjust the cover after the work was complete and to take a look at the Multi-Coat spots where the color was differentThe client stated that she spoke with him while he was out thereShe believes it's an installation issue and our employee stated that he believes it's the different chemicals that she puts in the pool as the spots are mostly around the pool edgeThis is why we are waiting for time to bring in the companies representative for our areaAs this is not a safety issue or something that could cause long-term damage, it is not something we are taking immediate action on and are waiting to address it until we current jobs are either finished or slow down.As the work is completed as specified in the original contract, Rock-n-Pools, LLC will not be replacing or altering the pool cover or pool liner in any wayFor this reason, and because all issues have been addressed in previous responses, we will also no longer be responding to any further complaints having to do with the pool cover or pool linerWe have confirmed that both are in good working order as we have been back to the job site several times after the work was complete and if the client has further issues, she will need to hire a different pool company to inspect them.***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

In response to complaint ID [redacted], Rock-n-Pools, LLC verifies that the pool cover and pool liner were replaced and that Multi-Coat color seal was added to the existing concrete. This is what was stated in the original, signed contract. We only order automatic/hydromatic pool covers from one...

company. The client had a cover that was manufactured by a different company. We did not know which company and the customer did not state which company (and may not have known as the pool was already there when the house was purchased). Judging from the existing equipment, we knew that (as long as the existing equipment held up), the cover we ordered would work without needing to replace all existing equipment. The client’s pool has a top-track cover. This means that instead of being on the inside of the pool walls, the cover looks more like a trampoline or safety cover when it is closed and the tracks boarder the sides of the pool edges. The company we purchased the cover from only does the fabric one way for top-track covers because the mesh could get caught otherwise and would cost more money to fix/replace. The company makes the covers with a mesh panel at the end so water can drain instead of weighing down the cover for long periods of time and damaging it. This cover is stable and will work for all seasons. We have apologized to the client for not making it clearer that the cover we replaced hers with would be different in this way but we cannot replace the cover for the reasons above. We do know who made the original cover and where we buy covers from does not make them any other way for top-tracks. It did take a long time for us to get the cover as it was on back order from the company we order from. In the Spring and Summer, it always takes a long time to get covers because this is the time they’re in demand the most. For the Multi-Coat, the client selected one of the darkest colors offered in the color seal. While this company guaranties the durability of the product, it sometimes does need another layer. But due to the fact that there is a discrepancy with how the stains/spots appeared, we have not gone back to do the second layer until we figure out why it’s happening. Our employees believe that it is being caused by a chemical that the client uses around the pool but the client believes it’s something else because some spots are not where she uses the chemicals. We have contacted the company about sending out their representative for this area and are waiting until we have time to show him the issue to get his opinion. It was discussed in the original contract that there was an existing leak the client wanted looked at. The contract stated that we would find the leak but not that we would fix it. The leak was not caused by the liner replacement as it was already there before the liner was replaced. Despite this, when we found the leak, we fixed it free of charge because it was not very big and would not take a lot of time.