S & R Pool & Spa Reviews (%countItem)
S & R Pool & Spa Rating
Address: 236 Dukes Pkwy E Ste 1, Hillsborough, New Jersey, United States, 08844-4205
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+1 (908) 704-7244 |
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S&R pool closed and opened my pool which was supposed to cover fixing if anything went wrong with the pipes, i.e. pipes freezing. After opening one of the skimmer lines did not work. They said I had to pay for investigating and fixing. Eventually I got them to come out to test the line for free, only if I would pay upfront. It felt now that I had paid they had no interested in investigating and fixing further. They also changed their story and said if it was because of freezing it would be covered, different from what they said before, but because they put a spike in the ground for my pool cover, it must have broken the pipe, they even said their person did that, but since they do not have x-ray vision they are not responsible for fixing it. Now I have to find someone to pay and fix it and it could be between $300 and $1500. I called them several times to ask them to fix it, but they were persistent that this is not their fault and even said if I do go to court they would have no problem defending that this is not my fault and it would be a waste of my time to go to court. Everyone I ask says if they broke it, they need to fix it. They whole reason to hire a pool company to close and open is that they would do it right.
They also lost two of my plugs for the stairs that they say cannot be ordered because it is too old to find the right ones. I have asked my *** card to dispute the credit card charge as they have not fulfilled their duty to give me a pool that is opened correctly and functioning as it was before it was closed. Now they mailed be a bill again saying they do not agree with me cancelling the charge and if I don't pay within 15 days they will start charging interest and go to court with me on this. Feel this is not really a way to treat customers when they are the ones that provided the service and left me with a problem.
We did close and open this clients pool.
The client supplied us with his cover and stakes to install his cover at the pool closing. This style cover, which is a safety cover, is designed to be installed with anchors drilled into the concrete walk around the pool. This clients cover did have approximately 90% of the cover secured with the proper anchors. This cover was made incorrectly by another vendor so to compensate for the improper cover size and original improper installation the previous vendor decided to give the client rebar stakes to secure the remaining 10% of the cover. When installing the rebar stakes for the cover the underground pipes were punctured. After several discussions with this owner who consistently cursed and belittled our office staff and refused to listen and understand how the problem was caused we offered to pressure test his lines for free as a courtesy. This charge is a standard $270 which we did not bill for or collect any payment for. After proving to the client where the puncture was and how it was caused he still refused to understand and listen to the voice of reason. One more factor is that the correct depth for pool pipes for pool plumbing in NJ is below the frost line which is 36 inches. The pipes were much shallower than that because the stakes provided by the client were 18". The reason we are not responsible for this damage is very obvious. This client supplied us with the cover which was incorrectly manufactured and the rebar stakes. The pool plumbing pipes were not at the correct depth and our techs cannot see through the ground to see the depth or location of buried pipes.
Thank you for your time
Complaint: ***
I am rejecting this response because:
But we just bought the house last year and used you as recommended by previous owners since you did the opening/closing for them before. As a new client you never mentioned this could be an issue until it was broken. We depend on your expertise with pools and that putting a stake in a random place close to the pool could be an issue. There were a lot of ways not to have this problem. For example Dig up and find if there is lines close by. Put a permanent stake in the right place. Put a concrete block with a stake in the right place if there is lines and you cannot go to deep. All these are ways to prevent it instead of just putting the stakes in and not advising anything.
You guys should know better and also not blame this on the customer. Just saying we do not have X-ray vision is an easy way out for you but we still ended up with a broken system and need to use our own money to fix it as well pay you for an closing opening otherwise you said you will sue us.
We are not belittling your staff we are upset because of a broken system, sorry for getting upset and using the wrong words. But when you said and confirmed your guy put the stake in that went through our line. That is just not right. At the same time also two parts at the stairs were missing when you guys opened the pool, plus you ended up using your own chemicals when I had instructed I have most chemicals and would get the chemical needed Your secretary mentioned she wrote this on the workorder, still you did it your way. When I brought this to your attention. You fixed it by taking some of the cost off and taking some of my chemical in return. I guess that seems fair, but not nice since it was you that made the mistake.
We ended up paying all our bills eventually because they are trying to be the bully and tell us they will sue and add late fees and interest if we do not pay the bill. We want to do the right thing even if they do not want to fix it and blame us for it. This is just such terrible customer service and not owning up to your mistakes.
At this moment we paid about $380 to another pool company to fix the pipe that was broken by the spike and need to get them to come out for a second pipe that is not close to the spike that is leaking also more than likely due to not being blown out properly during the pool closing.
They say they also do a pressure test as a courtesy, but the pool wasn't opened correctly so they had to come buy and test it to see what the issue was, since if it was due to their mistake, frozen pipe, then they said they would cover that. When they came by they used that as a tactic to get me to pay the bill and then say it is not their fault, so nothing further will be done.
They also said they had to come out multiple times and they was costing them extra money. Well first there was enough water in the pool for one skimmer to work, just not the second, they said just put more water in, that didn't help so I asked them to come again. Now they said the line was blocked maybe or broken, they need to blow it to confirm. They did not have the right equipment with them, actually the blower they had they said was broken, so they had to come again. Then that did not work and they initially said they could not do anything else I had to pay for testing the line. They finally agreed to come and test the line, but with saying they did not agree with that. They also said they would not fix a frozen pipe or broken pipe for free. Then they tested it and said it is because of the spike, if it was because of freezing then they would fix it. So they keep changing their story too. All in all it feels they want to get me to pay for something they created. To me that is just not fair. I have asked several other pool companies and friends and toll the story from my perspective and from their perspective and everyone says that this is not my fault and I should not be stuck with the bill for repairs. Shouldn't we be able to depend on their expertise.
I have added a picture of the broken pipe
Regards