Sage Pools, Inc.

We are well aware of [redacted] issue.  We did correct a crack area in her pool and patched that area of Plaster.  In our contract it stipulates that if we need to do a repair and patch there is no guarantee that colors can match.  We have not collected [redacted] final payment. ...

However, I told her directly that we would send out our plaster crew to look at it again and re-plaster the entire pool.  That was in December.  WE have not plastered any pools since November due to the rains.  Especially a full pool that needs to be drained and could have a "pop" issue without water weight.  I will send the crew by next week to look at it again and when the weather allows, we will re-plaster her pool at no additional cost.  This is over and above what is stated in her contract.  If you need a copy of contract or just that section we are happy to go over it with you and/or send it to you.  Thank you.

Our contract states that we are not responsible for any damage caused by others.  The fence of the [redacted] is blowing over is not our responsibility.  I did tell them that if they could get another door I would hang it for them as they had no idea how to do it.  Our company has had...

many representatives contact them about their water chemistry and we have sent guys out at NO COST to them.  Our chemistry has been dead on for the last year as you can see from the attached route cards.  If not their pool would be green.  We went out when the [redacted] complained about "spots" in their pool.  We found a screw in their pool that was moving around and leaving rust spots on their pool.  We can't control if they put stuff in their pool that will rust stain their pool.  [redacted] were on pool service with us for over a year and have just now cancelled.  And that is fine.   [redacted]Sage Pools[redacted]

I am rejecting this response because:[redacted] states he spoke to his employees [redacted] and [redacted] regarding the Black Algae and they are not recalling the situation correctly. The situation was brought to both [redacted] and [redacted]'s attention back on October 31, 2016 . We started with a few dots on the bottom of our pool and [redacted] came out November 15, 2016, diagnosing the spots as Black Algae. This was confirmed when we came home to a bottle of Black Algaside killer by our pool equipment, which had been added by [redacted] on December 2, 2016. I ([redacted]) spoke with [redacted] on December 17, 2016 expressing concern that the black dots were growing. [redacted] instructed [redacted] to dump the remaining Black Algaside into the pool. As of December 27th, there were 55 black dots on the bottom of the pool. It was not until another visit from [redacted] after two months that the screw was found. My complaint and concern is that if the dots had been diagnosed correctly in the first place, we would only have three and the situation could have been solved quickly. Due to a misdiagnoses and nothing being done during our weekly service visits, the problem is much worse. I am still requesting that our monthly service be returned due to our pool being neglected.  I am also rejecting the response due to contract item 6. that [redacted] stated..."Contractor will take reasonable precautions to avoid unnecessary damage." Not securing a fence and just laying it against the posts is not reasonable precautions. Due to poor workmanship and not paying attention to the necessary precautions,  the fence blew over and damaged property. When brought to [redacted]'s attention he stated he would take care of it and still has not. He recognized in that moment that his contractors could have been more responsible with securing the fence and now he is trying to back track.[redacted]

We have sent lien releases and finished project.  We will contact customer to see what else he is talking about.

Review: After almost 2 years the equipment is not working correctly. Promise are not kept, calls not returned, apt not honored

Almost 2 years ago (June 2011) Sage Pools were hired to install new heater, sweeper pump, electival panel. Parts were delivered with in the week but not all. Causing a delay for installation until after July 7th. It was several weeks before all the equipment was installed. The repair person was pulled away from my job to do other jobs by the company; he was also late for apts or didn't show at all. Once he finished with the installation, he came by when I was not home and called me to say all was done. However, the lights did not work, the Piping not painted as required. Existing Blower for Spa not working properly and the solor was not hooked up. Calls, promises, etc and finally around Xmas he stated he was on is way over to fix my list. However I was working and couldn't leave the shop. He stated he needed the remote, but it was in the house. Therefor he did not come by. After the first of the year about 8 months the lights did still did not work, the solor was not connected, and the sweeper pump leaked due to inproper installation. Spa blower not working as designed. I called and I was told parts needed to be ordered after 2-3 weeks the pump was finally fixed. but non of the other items. I told the company I didn't want their repair person to come back... I wanted someone who know the equipment to fix it the way it was supose to work and promised. I paid the 3K from the original agreement. Time passed, conversations back and forth, finally 2 months ago I call and stated that the sweeper pump was leaking again. A new repair person was sent and stated that the equipment was hooked up wrong by the firt service person. The light were hooked up backwards (which he fixed in about 20 seconds)the sweeper pump was in the wrong place and the wrong equipment was used to fix it from the 1st leak. The solor wireing was never connected and the blower for the Spa was not producing the bubbles as it was designed to so. Althought fixing the solor on the roof was not part of the original installation, the service man said he would fix it for $125. I asked that we fix the issues at hand first and then the solor on the roof. It took 2 1/2 more weeks for a part to come in and in the mean time the equipment was turned off and the pool became green. I couldn't keep up by hand sweeping the pool due to high winds causing leave, etc. to fall into the pool. During this time I was promissed repeatedly that some one was coming out to fix the problem and they either didn't show up (no call received) or if they did call it was to tell me the would have to reschedule the apt. becasue again the part did not come in. As one thing would be fixed, then another problem occured: I still can not change to service mode and run the equipment more specifically the pool sweep. I went into the store and spoke with Sean Sage (he introducted himself as the owner) and he promissed that he and the rep for the Pentair would come to my house on either Tues 5/28 or Wedn 5/29 no one came and no call or no one returned my call. The solor is currently working. But I still can not override the auto to service mode. The pool sweep just flashes and does not turn on. The equipment is not working properly and I've received no response from Sean or anyone else regarding the issue of the "service" mode. I have given up on the spa blower, it clear they can not fix the issue.Desired Settlement: I want the equipment to work as promised with no additional cost to me. I paid the $85 service charge to fix the leaking sweeper pump 2 month ago, I expect to pay for the Solor repair of $125. But nothing else. I am not asking for reimbusment for all the chemicals I had to use to get the pool conditioned nor will I ask for compensation for the water lost due to the leaking solor and I'm on metered water. I just want the original agreement honored, equipment to work/function properly with no additonal charges.

Business

Response:

Business' Initial Response

We sent the equipment manufacturer, Pentair, out and they said that everything was working fine. Not sure what is not working. Please let us know what is not working and we will send a tech out to fix. Thank you.

Consumer's Final Response

Sage Pools has my phone numbers and can call to set up a face to face appt to resolve the equipment issue. Also, the solor is leaking again.

Business' Final Response

We have been out twice, and the manufacturer has been out once. We are not able to identify a problem with the equipment, and neither were they. We will call the customer on Tuesday, Sept 3rd, to set up a final appointment to walk through and inspect the equipment.

Review: A repair man came to inspect my Jacuzzi and asked for an $85 check with a promise to come back the following week to fix it. It's still broken.

When the repair man didn't call or show up I called Sage Pools and the person I spoke with told me they were really busy and the guy supposed to show up to our house called in sick. He told me he would call me back within an hour. He didn't. I called back the next day and was told I'd be called back. I wasn't (week of April 8). A few days went by ad I went into the store and spoke with the sales man and he said he would call me in a few hours. He didn't. The week of the 22 of April. I went in again and said he (same man) couldn't find the paper work. While I was shopping there he came out and told me that he found the paper work and that it had been filed as if the job was already completed. He apologized took me into his office and showed me that he put the paperwork right on top and that it would be the first job to get completed. He mentioned a meeting he was going to have the next day with staff and that he would bring it up at the meeting, get it resolved and call me back. I never received a call. I went in he explained that they were really busy, told me he'd call me but of course he didn't. I went in and spoke to the manager, Shane and he provided me with the email of the owner and advised me to email him directly. I emailed him on May 17, explaining the situation, asking for a response and a refund. He replied within minutes saying he would "check into it and get back to you." On May 23rd after no response from him I asked him if he had a chance to check it out or if I should contact Revdex.com. He replied the next day "I'll have our guy out next week. We will call you with a time and day'" I have not received a call. The Jacuzzi is still broken.Desired Settlement: We would like a refund for $85. Thank you.

Business

Response:

Business' Initial Response

We have $85 charge to come out and look at problems with pool and spas. In the event you want the repair done, we will have to come back out and do the repair at additional cost for labor and parts. Which I'm sure is obvious. IF you want us to finish the repair, we can schedule you in at additional cost for time and parts. Please let us know.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The problem with this response is that we have been trying, since March, to get someone to come out and complete the job, but Sage Pools has repeatedly ignored us. Or when I go into the store they promise to get it done, send me home and ask me to wait for a call- a call that has yet to come. The man who came out charged us $85 with a promise to come back the following week to repair the Jacuzzi. This never happened. We called and made numerous attempts to have the repair man come back out- Sage has repeatedly ignored our calls and promised to have someone call to fix the problem but this has not happened and that is why we contacted the Revdex.com. I have the emails from the owner stating the issue would get resolved, that he would have someone call to schedule a time to come out and fix it. This call also never came through. We also never received the work order copy with the information for the repairs that needed to be completed. They have provided poor customer service, which I'm sure is obvious. [redacted] was the man who keeps promising to get the job done/return calls as well as the owner. All we want at this point is our money back.

Business' Final Response

The service fee is not refundable. As a courtesy to the customer, we can send a service person out one time to review the repairs needed and the costs. We will not charge a trip fee. If the customer decides to proceed with repairs, he will be responsible for normal parts and labor.

Review: In May of 2013 we entered into a verbal agreement with Sage to work on pool. Work was delayed, of poor quality, and they would not communicate.

The cut-n-paste (below) of a certified letter sent to Sage Pools describes some of the main details of our complaint.

I WROTE:

August 15, 2013

Mr. [redacted],

Per your "final demand" letter dated August 8, 2013, let it be stated clearly for the record that I offered to pay you when we spoke by phone a few weeks ago. I will not, however, pay for the pool cleaning portion which is itemized at $600. I explained all of the details of that situation to you on the phone.

Again, your service man, [redacted], promised me that the extensive stains on the pool plaster would be removed by a bleaching process if the pressure wash did not remove them. The stains are still there and my security cameras will show you that the bleach process was never performed. I also have photos of myself cleaning the fountain.

Moreover, I asked your service technician, [redacted], to have you contact me back in May when he attempted to hand me a bill at "the completion of the job." I told [redacted] that I would not take the bill from him, but to ask you, Mr. [redacted], the owner, to give me a call and to come by to see the pool. I finally received the invoice via email from [redacted] on July 23rd, but I still didn't hear a word from you until you called me about two weeks ago. And now you're sending a "Final Demand."

We can let the Revdex.com or some other third party determine if you're acting in good faith. My offer, minus the pool cleaning portion, is way more than fair considering the extremely poor service from Sage as evidenced by Text and Email Chains that we both should have in our possession.

We had to cancel a graduation/going to college pool party in May because Sage didn't complete the pool as promised. There is no written and/or signed contract or clear estimate even though my first three emails to you in May were requests for numbers and pricing.

Sage Pools has wasted a lot of my time; and replying to you right now is wasting even more time. Your name calling and overall bad business practices are things that I have never experienced with any other business. If this goes to mediation, I'll request to pay you far less than the $2,220.22 that I have offered you. Contact me if you would like to resolve this matter.

Sincerely,

[redacted] Elk Grove

cc: Revdex.com

Desired Settlement: A reduced balance due as I described in my letter above.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted], president

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@sagepoolsinc.com

[redacted] had us come out to do a cleanup on his pool at a house he bought that had been foreclosed on at one point. From there he kept adding more work and equipment to the work he wanted completed. All work was completed and his complaints came when it was time to pay. We have equipment installed, time of my employees and materials that we have been paid nothing on. [redacted] told me on the phone he would sue me (what for I have no idea). And said I could lien his house, but he didn't care because he owned his house outright and was never moving. We sent a final demand letter and are now moving forward with taking [redacted] to small claims court. [redacted] can take $300 off the total bill we sent him as that is what my time and filing charges will cost me. I will wait till noon on September 24, 2013 to receive

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I never said I'd bring a check. I will put in on my American Express Card. The owner, [redacted], didn't have the courage to call me and [redacted] rudely hung the phone up as I explained to her that the payment delay was not my fault. I'm glad that they finally agreed to the amount that I offered months ago.

Final Business Response

We have worked out a resolution with [redacted]. He will pay $2,220.22 and we will consider it a final payment. He was supposed to have that check to us last week. However, we have not received that payment.