The shop and technician both communicated fully with Mr [redacted] through the process He had even complimented us on how quickly we were able to get out and how responsive we were while on site Pat, the technician, called Mr [redacted] after hour of work and informed him of the dire condition of the auto cover and got his permission to continue working on it Pat also contacted the manufacture while on site and explained how the cover track was installed The manufacture informed him that due to the tracks being extended further into the concrete than recommend when installing, that concrete would need to be chipped away in order to get to the pulley It should be know that Pat has been working on auto covers in this industry for years There are multiple steps to accessing the pulley, the first of which is to remove a section of the tracking Due to how this was installed, and shifting over the years, Pat had to custom make a tool onsite to remove the shims that lock the track into place After finally getting the shims out, he then needed to pull the rope out of the system The rope was not moving so he had to create a winch system to try and pull the rope through This resulted in the rope stretching due to the amount of pressure that had to be applied, and was explained to Mr [redacted] After many hours on the job Pat and his helper were still unable to gain access to the pulley and didn't want to break up the concrete A conversation was had with Mr [redacted] and it was agreed that we would reassemble everything onsite Due to the stretch in the rope the cover was unable to operate I am not disputing that Mr [redacted] was able to fix the system himself, but suffice it to say if he was trying to perform this work in the state the cover was in originally (before we spent hours working everything free) he would not have been able to fix it I would contend that he likely tried to fix it already, and then contacted us We don't run into customers that are do it yourself customers like this who call first and then attempt to fix the cover We communicated throughout the process and got approvals along the way I am glad his cover is now functional, but know that we did nothing wrong in our process An experienced technician was onsite working along with the manufacture via phone contact to try and fix the cover issues I feel we owe nothing at this point and should be fully compensated for our time I would offer to pay for the rope at our cost, or if Mr [redacted] can provide a receipt from the manufacture for his cost on the rope, as that seems high if he purchased it directly from them Justin [redacted] Performance Pool and Spa###-###-#### [redacted] Regards,
I am rejecting this response because: While I agree that Pat remained in contact during the visit and I do appreciate that, Performance admits they did contact the supplier while onsiteIf Pat had years of experience working with this product why would he need to reach outWhy would the supplier tell me that Pat called them and express that he wasnt familiar with itI also agree that I am a DIY but this is a brand new pool and house that we had moved into very recently and this cover was beyond my understanding and I did not want to get involved and that's why I hired performanceIt's concerning that rather than accept that your staff admitted to a vendor they were not familiar with the product you blame the customer for previously damaging the productIf I had previously worked on it why would I have contacted your company and allowed you to damage my ropes without completely the repairIt was only after performance failed to complete the repair that I got involved after consulting another pool company and the vendor of the cover directly I believe Performance is not being honest in this matter and even though they stayed in contact they did not have the experience or knowledge required to complete the repair professionally and should refund the chargesPerformance is still standing by the belief that the concrete needed to be removed to complete the repair and fails to address that I was able to complete the repair without removing itI have sent pictures to both the vendor and another pool company and both agree the track and bearings were encapsulated correctly, so the notion that performance is saying it was wrong is further evidence they were not skilled in repairing this product
I am rejecting this response because: I called you in Aug of to come and open the hot tub and see what it neededYou said you would look at my account and call me backNEEDLESS to say you never calledI am tired of your lies and saying we did not communicateI would like the money back that you charged me and the spa was still not fixedAny decent and reputable company would do what was right for the customerNo other company will touch itSince it is your mess and you ruined itWith what you are doing to me right now I will not recommend you Just send me what I am asking for and we can be done with this [redacted]
In an effort to respond factually and fully, I have offendedPlease accept my apologiesMy intent wasn't to blame but to clarify the situationThe heater is, and has been working for a prolonged period, it maintains its current warranty and the repairs have been covered by Performance PoolsThe source of copper in your water is likely from heater, not your water supplyChemistry is vital to the health of your heater and we cannot warranty negative effects from water Having said that, it's apparent that your confidence has not only been shaken in your heater, but in Performance Pools as wellIn order to restore that confidence, I will have a new JXIheater installed at your residence as soon as possible (within the next weeks)The warranty on this heater will continue until 06/17/ [redacted] Performance Pools
Hello, I have discussed the situation with the customer and the matter is resolvedWe agreed that I would incur the cost of the liner installation in order to honor the bid amount of $The customer was satisfied with this and we will be moving forward with the project as planned Thank you, Alex [redacted] Service Department Performance Pool and Spa [redacted] Oakdale, MN ###-###-#### [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Thank you
Hello Mr [redacted] , In you called in reference to a leak in the spaThis initial call was in July, approximately months after your spa was delivered to you in November At the time of this call, you also mentioned that you thought you heard a crack during the delivery of the tubPerformance Pool provided a warranty visit, during which we found the circulation pump to be leaking During this initial warranty visit we also inspected the tub for any other source of a leak and found noneAt our second warranty visit in July 2015, in which we came out to replace the circulation pump that we had determined was leaking, we again inspected the tub for any cracks or other problems and found no evidence of a second leak or damage done to the tub In April 2016, nearly a year and a half from the time that your tub was installed, you informed us that your tub was again leaking Performance Pool scheduled a visit to your property to once again inspect the tubAt the time of this visit you were well past the year waiver of a trip fee that Performance Pool provides to its customers, so we charged a trip fee for our visit Sundance paid all costs covering the labor and the parts to repair the circulation pump leakAt this time, the replacement spa panel for your tub was on order Later, when Sundance contacted us regarding the issues with your spa, we informed them that we were already set up to come out and replace the spa panels We also informed Sundance that you wished to be present at the time of the replacement, and that we would contact you to schedule an appropriate time At the most recent repair visit of October 5th, 2016, the circulation pump was again found to be leaking At this time, the technician tested the water in the tub prior to draining the same, and found that the pH was high He took a water sample to bring back and be fully analyzedThe analysis of the spa water showed the water’s pH to be at 8.5, and the Alkalinity to be 150ppmPer page of the Sundance spa manual, your pH should be between and 7.6, meaning your spa water contained 10x more alkaline than it should haveIn the picture provided to you previously, you will see substantial buildup of scale on the shaft of the motor right where the pump seal sits in the wetend of the circulation pumpIn your complaint, you mentioned that Sundance replied to your concerns confirming that water chemistry will cause a shaft seal to leak, whether it be from acidic water, or alkaline water Furthermore, Sundance’s comment regarding the trip fees was misworded, so I can understand your confusionAs we have discussed, we waive the trip fee for the first year after the tub has been delivered, after which, we charge a trip fee to come out for any and all warranty workAttached is a copy of your spa contract, towards the bottom you will see this mentionedAt no time was Sundance informed that we would waive any trip fees for an additional year, nor were you told that from anyone at Performance PoolsWe do require a card on file in order to schedule any service work, however, we leave it up to you, the customer, to pay in whichever way you would prefer (cash, check, card)We also note this on each work order that the amount on the bill will be processed to the card that is on filePer your request after our visit on October 5th, we did not process the trip fee to the card that we have on file You have notified both myself and Sundance that the tub is still drippingPerformance Pools believes that the drip pan is the most likely source of this, as no other leaks are evident, and furthermore, because water has dripped from there previously whenever the circulation pump has been replaced (last time we were out days after repair and this was the source of the drip)Both Sundance and myself have asked you if the tub was still losing water, to which we have received no response Several times you have asked to be refunded in full, or, to have the tub replaced at no cost to youPer the signed contract (attached) we do not issue refunds or accept returns for spas once they have been deliveredAlso per Sundance’s email to you, they will not replace the whole tub due to your experiencing pump failuresPer the email from Sundance on 10/12/2016, Performance Pools is willing to once again replace the circulation pump, and will arrange to do so with a different make and model circulation pumpUndertaking this latest repair should further help us to eliminate the style of circulation pump as a possible cause of these repetitive leaksAdditionally, Sundance has agreed that it will cover the costs of the trip fee, parts, and labor As such, you will not incur any further expense for this visit or work Thank you,Alex [redacted] Service Department
(The consumer indicated he/she DID NOT accept the response from the business.) Strongly disagree with Mr [redacted] 's statement about chemical problem with our pool water.a) The first tech visit: when my husband asked him why the switcher was corroded, tech said we had done nothing wrong, he tested the water and showing the chemistry is balanceThe fact is: we have done everything we can and spend so much money on chemicals to keep our water in excellent condition at all times: please see the evidence below showing on my American Express credit card:In 201407/12/PERFORMANCE POOL & S $After our brand new pool completed by the business on 6/of 2014, we visited performance pool Burnsville store and have them tested water and bought all chemicals they recommended for the seasonWe tested water every week to make sure the water is in excellent condition.10/30/PERFORMANCE POOL & S$262.19We followed their suggestions to keep our pump running after we stop using the pool until they closed our pool for us for the winter on 10/30/We don't have to keep our pump running since it cost money, but they said it will help to keep water in good condition all that, so we did.At this point, we only used our brand new pool for about months.In 2015:04/24/PERFORMANCE POOL & & S After winter, we had them opened the pool for us for season, they uses some chemicals to treat the water, I emailed service department asking when we can use the pool, we were told we need to wait for weeks to weeks until the water is in good condition, we waited for weeks, tested water by ourselves.05/10/PERFORMANCE POOL & SBURNSVILLE MN $244.1205/10/PERFORMANCE POOL & SBURNSVILLE MN $144.55After our pool was opened for weeks, we tested water, and visited their Burnsville store as we usually do, they tested the water and we bought all the chemicals they recommended for the season including expensive product call salt weekly - Mr [redacted] must know this product will keep the system running smoothly and the most important to protect the equipment.05/31/PERFORMANCE POOL & SBURNSVILLE MN $145.64We visited their Burnsville store again, they tested water and we bought more chemicals for the season to make sure we have enough to useMr [redacted] should be able to retrieve all the record from their retail store to see we have purchased all recommended chemicals to address issues he listed in his response if any, not to mention it is the chemical off balance at the beginning of the season after months Minnesota long winterAs matter of fact: we were so pleased that when the tech open the pool cover, we see such crystal clear water instead of cloudy water which we never have since our pool was build – very high PH, alkalinity is the cause of cloudy water, we never have which fully demonstrate that we keep chemistry of our pool water balanced at all times.As the evidence showing above, all the water tests performed by their Burnsville store is at the beginning of each season, which is and necessary to all the customers since the water need to be treated after the pool being unused during Minnesota long winter before the pool can be used again, of course the chemical will be off balance! That is why we never hasitate to spend about $for the chemicals they suggested for only two seasons to treat the water to keep it in excellent condition which we are more than happy to do, it is our pool, it is our health that we are concerned about, not others(The ironic thing is: when we met the business sales person to buy the pool in 2014, we were told all the equipment we purchased will be saving us tons of money on chemicals, we are now wondering why it seems not true, but on the other hand, it proves that we have been doing good job to keep the water in excellent condition and take care our pool diligently since the equipment doesn't run its course)Also, whenever technician come to fix the heater, they test water also, and they all say the water is goodThe last visit by tech: the tech checked the heater filter too, it is very clean because my husband clean it as needed.Mr [redacted] also mentioned the chlorine level, the fact is: after our pool was up running in 2014, at the orientation meeting: the tech told us to set chlorine level to 30, after we found out it is always showing high after a while, so we dropped it again, since the level is various, so we keep eye on it and adjust accordingly, our pool water is super clean, so we don’t need high chlorine level as the tech suggestedMr [redacted] only pick and responded to one of the many problems addressed by the technician at their visits to blame us for the heater problemThe parts have been replaced in months are:high limit switchIgniterblowerburnerfuse control panel – last visit by their technicianMr [redacted] mentioned that the pool water contains copper, common sense, the Prior Lake city water contains copper and lead, the report can be found online, how can Mr [redacted] be sure it is the copper comes from the heater exchanger? Besides, due to the fact that we apply the chemicals their Burnsville store suggested to treat the water and it has been tested by us and by their technician – last time visit is on August 20th of 2015, the tech said the water is very good, so it is impossible our water quality is the cause of heater exchanger leak as Mr [redacted] claimedAlso, if our water is in such bad condition as Mr [redacted] claimed, the high limit switch should be corroded again by now, it has been more than months after it has been replaced back in MayWe have been wondering how the first one quit working, so do so many other parts, we suspicious it is not brand new heater that we got.We paid full price for a brand new heater with good quality, but we got lemon machine insteadWe deserves apology and compensation, especially when Mr [redacted] is making up things to blame us for all the trouble we have been through without apologize to us, Mr [redacted] ’s attitude is not acceptableMr [redacted] claims that replacing the heater offers no solution which we strongly disagree, with this lemon machine, we are at risk of having more problems in the future, the heater’s life span can be much shorter than a brand new high performance machine, we could end up pay another $to buy a new machine plus hundreds of dollars of installation fees, tech trip feesAll of these hassle and cost should not be passed on to us as a loyal customer, the fact is we have been very patient and reasonable with the business, we contacted their contractor who built the pool patio to replace some concrete slabs of the pool patio back in May, we were told due to new construction projects the business have at peak season, they don’t have time to warrant our patio until we are further noticed, so we told them we are fully understand and we can wait on thatWe try our best to support the business, wish them successful.)We are hoping instead of blaming the customer, Mr [redacted] can offer us a fair solutionWe do believe good attitude and customer service can make a business goes a long wayThank you
I am rejecting this response because: See our responses belowR)=response See our responses in bold below.In you called in reference to a leak in the spaThis initial call was in July, approximately months after your spa was delivered to you in November At the time of this call, you also mentioned that you thought you heard a crack during the delivery of the tubPerformance Pool provided a warranty visit, during which we found the circulation pump to be leaking During this initial warranty visit we also inspected the tub for any other source of a leak and found noneAt our second warranty visit in July 2015, in which we came out to replace the circulation pump that we had determined was leaking, we again inspected the tub for any cracks or other problems and found no evidence of a second leak or damage done to the tub.R) We definitely heard a crack when it was being delivered, everyone that was there heard it, it was a substantial cracking noise, and at least one of the delivery people made a comment that they had never heard that before In April 2016, nearly a year and a half from the time that your tub was installed, you informed us that your tub was again leaking Performance Pool scheduled a visit to your property to once again inspect the tubAt the time of this visit you were well past the year waiver of a trip fee that Performance Pool provides to its customers, so we charged a trip fee for our visit Sundance paid all costs covering the labor and the parts to repair the circulation pump leakAt this time, the replacement spa panel for your tub was on order Later, when Sundance contacted us regarding the issues with your spa, we informed them that we were already set up to come out and replace the spa panels We also informed Sundance that you wished to be present at the time of the replacement, and that we would contact you to schedule an appropriate time.R) There were actually a total of replaced pumps to date So April was the 2nd pump and then the 3rd one was in June of I was there for the June visit when you asked the service person via phone to test the water for PH because “that might be what is causing the pumps to go out” He tested it, and I asked him how it was, he said it was good, if anything a little low That was the first time you tried to blame the pumps going out on the PH level or water chemistry At the most recent repair visit of October 5th, 2016, the circulation pump was again found to be leaking At this time, the technician tested the water in the tub prior to draining the same, and found that the pH was high He took a water sample to bring back and be fully analyzedThe analysis of the spa water showed the water’s pH to be at 8.5, and the Alkalinity to be 150ppmPer page of the Sundance spa manual, your pH should be between and 7.6, meaning your spa water contained 10x more alkaline than it should haveIn the picture provided to you previously, you will see substantial buildup of scale on the shaft of the motor right where the pump seal sits in the wetend of the circulation pumpIn your complaint, you mentioned that Sundance replied to your concerns confirming that water chemistry will cause a shaft seal to leak, whether it be from acidic water, or alkaline waterR) I can’t imagine that everyone’s water chemicals are right on at all times? We do our best to test and keep on top of them In fact, Shari just took them into Performance Pool & Spa on October 13th, and per the technician there, he said everything was “perfect” and not to change anything That reading was to be forwarded on to Alex in Service Shari was talking to the person about what we are going through, and he was very surprised that anyone would be trying to say that the chemicals would be the cause for circ pumps to go out in such a short amount of time, he was especially surprised to hear that anyone from Performance Pool & Spa would be the ones making such a claim This is the same response we have gotten from other reputable spa dealers in the Twin Cities I am not sure what you are referencing about the water chemistry, I believe that is what Alex had said and Sundance had agreed? We have never had any chemical residue, calcium flakes, or build up etcin the hot tub itself This would be an indication that the chemicals are off We have owned a hot tub for over years now, so this isn’t new to us But the way this hot tub breaks down, leaks, etc., is Furthermore, Sundance’s comment regarding the trip fees was misworded, so I can understand your confusionAs we have discussed, we waive the trip fee for the first year after the tub has been delivered, after which, we charge a trip fee to come out for any and all warranty workAttached is a copy of your spa contract, towards the bottom you will see this mentionedAt no time was Sundance informed that we would waive any trip fees for an additional year, nor were you told that from anyone at Performance PoolsWe do require a card on file in order to schedule any service work, however, we leave it up to you, the customer, to pay in whichever way you would prefer (cash, check, card)We also note this on each work order that the amount on the bill will be processed to the card that is on filePer your request after our visit on October 5th, we did not process the trip fee to the card that we have on fileR) The email from Sundance clearly said it would extend the no cost for another year, from June of It was the first time I felt that Sundance was finally standing behind their product But, you continue to say that it’s mis-worded, or mis-interrupted, which makes it even more clear that you do not stand behind the products you sell You have notified both myself and Sundance that the tub is still drippingPerformance Pools believes that the drip pan is the most likely source of this, as no other leaks are evident, and furthermore, because water has dripped from there previously whenever the circulation pump has been replaced (last time we were out days after repair and this was the source of the drip)Both Sundance and myself have asked you if the tub was still losing water, to which we have received no responseR) I emailed you on 10/that it was still leaking, then again on 10/12, then again on 10/with a video We are now pushing weeks of non-stop dripping When the 5th pump is replaced, can you shop vac out the drip pan so if it is dripping, you can’t blame it on the drip pan? Several times you have asked to be refunded in full, or, to have the tub replaced at no cost to youPer the signed contract (attached) we do not issue refunds or accept returns for spas once they have been deliveredAlso per Sundance’s email to you, they will not replace the whole tub due to your experiencing pump failuresPer the email from Sundance on 10/12/2016, Performance Pools is willing to once again replace the circulation pump, and will arrange to do so with a different make and model circulation pumpUndertaking this latest repair should further help us to eliminate the style of circulation pump as a possible cause of these repetitive leaksAdditionally, Sundance has agreed that it will cover the costs of the trip fee, parts, and labor As such, you will not incur any further expense for this visit or workR) When I spend $8,on a hot tub, I expect, demand, and deserve to have a hot tub in working order that doesn’t break down every couple of months and I shouldn’t have to pay to keep fixing it It broke down the first time within the one year, it’s still not fixed Until it can go for several years without breaking down will I consider it “fixed” It is my opinion and belief that we have received a “lemon” You told me yourself that you do not have other customers experiencing anything like what we are This will be the 5th circ pump replacement in years It’s fairly clear that there is something wrong with the hot tub you sold us That supersedes any statement in your contract and I will continue to fight until it is right Right now that seems to either replace the hot tub with a brand new one that doesn’t have these issues, or, refund us our full purchase price Sundance appears to be at least trying to resolve the issue with replacing the pump with a different brand, etc As I told Sundance, we have put our fight on hold and hope and expect that they will figure out a way to make it right If it breaks down again, and/or this doesn’t resolve the issue, we will continue our efforts with complaints against Sundance, filing a complaint with the MN Attorney General’s Office against Performance Pool & Spa, and take it to small claims court if still not resolved For now, we will hope that Sundance cares enough about the product that they make to make it right, hopefully for your sake, since it’s obvious the customer means very little to Performance Pool & Spa.The hot tub also drips onto a large stamped concrete patio that it is setting on The water drips into the cut lines and who knows what it’s doing under the patio The patio is tied into our deck The deck posts are literally in the middle of the stamped concrete patio If water build up underneath the patio causes any movement to the patio, it’s going to affect the deck the patio and the house The deck is an $18,deck so if that happens, it could turn into something very expensive Once the water begins to freeze and there’s all of this extra water under the patio to expand and begin shifting things, it could get very ugly That is why I have stressed numerous times that this needs to get fixed once and for all before it freezes, which is basically next week I look forward to an expedited replacement and please pump out the “drip pan” completely Because if it leaks again after this replacement, we will demand a new hot tub and/or our money back Thank you, Alex [redacted] Service Department R) Thank you, David [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Performance agrees that on three occasions the heater has stopped workingWe also agree that Performance has been responsive in restoring the heater operation when it had malfunctioned We do not agree that the ***'s have been charged for these visits, quite simply, they haven'tPerhaps this misunderstanding stems from a visit that was made where in the tech notes there was a labor charge ($40) on his visit as the *water chemistry (water quality is not warranty, please see addendum that speaks to this specifically) seemed to be the cause, ("corroded high limits") however that charge was credited back to the ***'s cardThe other visits and any parts replaced, have been covered under the warranty at no charge While we certainly recognize the inconvenience heater failure can cause, a replacement heater is not warranted at this pointA replacement heater offers no solution that isn't presently available to usOur understanding is that the heater has been working since our last visitOf course if a need were to arise, we stand ready to service this or any other component of the pool As an fyi; I have included some water tests performed at our Burnsville storeThese tests offer some evidence to the technician's diagnosis that improper water chemistry may have been the issueThey show very high PH, alkalinity (as well as chlorine) and also the presence of copper in the waterA likely source of this copper is the heat exchangerAs the exchanger is made of copper, corrosive water (as the tests describe it), strips the exchanger of its copper until eventually it becomes so thin it leaksWhen exchangers leak, the heater must be replacedI mention this to remind the ***s that water chemistry is an important aspect of thisIf the water is not properly balanced, the water will destroy the heaterWhile we recognize that water chemistry wasn't the singular cause of these issues, it's likely it was the cause of one of the callsIt is important enough to mention and to strongly suggest it be rectified very soon to avoid issues in the future Please contact the service department with questions on this or any other aspect of the pool operation Kindest regards, Mike [redacted] Performance Pool and Spa Service Department Margo [redacted] Administrative Assistant to Dave [redacted] Performance Pool and Spa [redacted] Plymouth MN [redacted] ***@performancepools.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error please notify the system managerThis message contains confidential information and is intended only for the individual namedIf you are not the named addressee you should not disseminate, distribute or copy this e-mail Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We strongly disagree with the business response since they are blaming us for their own faultPlease see our response in attached document, thank you Final Consumer Response / [redacted] (2000, 11, 2015/09/17) */ Final Business Response / [redacted] (4000, 10, 2015/09/17) */ In an effort to respond factually and fully, I have offendedPlease accept my apologiesMy intent wasn't to blame but to clarify the situationThe heater is, and has been working for a prolonged period, it maintains its current warranty and the repairs have been covered by Performance PoolsThe source of copper in your water is likely from heater, not your water supplyChemistry is vital to the health of your heater and we cannot warranty negative effects from water Having said that, it's apparent that your confidence has not only been shaken in your heater, but in Performance Pools as wellIn order to restore that confidence, I will have a new JXIheater installed at your residence as soon as possible (within the next weeks)The warranty on this heater will continue until 06/17/ Mike [redacted] Performance Pools
The shop and technician both communicated fully with Mr [redacted] through the process He had even complimented us on how quickly we were able to get out and how responsive we were while on site Pat, the technician, called Mr [redacted] after hour of work and informed him of the dire condition of the auto cover and got his permission to continue working on it Pat also contacted the manufacture while on site and explained how the cover track was installed The manufacture informed him that due to the tracks being extended further into the concrete than recommend when installing, that concrete would need to be chipped away in order to get to the pulley It should be know that Pat has been working on auto covers in this industry for years There are multiple steps to accessing the pulley, the first of which is to remove a section of the tracking Due to how this was installed, and shifting over the years, Pat had to custom make a tool onsite to remove the shims that lock the track into place After finally getting the shims out, he then needed to pull the rope out of the system The rope was not moving so he had to create a winch system to try and pull the rope through This resulted in the rope stretching due to the amount of pressure that had to be applied, and was explained to Mr [redacted] After many hours on the job Pat and his helper were still unable to gain access to the pulley and didn't want to break up the concrete A conversation was had with Mr [redacted] and it was agreed that we would reassemble everything onsite Due to the stretch in the rope the cover was unable to operate I am not disputing that Mr [redacted] was able to fix the system himself, but suffice it to say if he was trying to perform this work in the state the cover was in originally (before we spent hours working everything free) he would not have been able to fix it I would contend that he likely tried to fix it already, and then contacted us We don't run into customers that are do it yourself customers like this who call first and then attempt to fix the cover We communicated throughout the process and got approvals along the way I am glad his cover is now functional, but know that we did nothing wrong in our process An experienced technician was onsite working along with the manufacture via phone contact to try and fix the cover issues I feel we owe nothing at this point and should be fully compensated for our time I would offer to pay for the rope at our cost, or if Mr [redacted] can provide a receipt from the manufacture for his cost on the rope, as that seems high if he purchased it directly from them Justin [redacted] Performance Pool and Spa###-###-#### [redacted] Regards,
I am rejecting this response because: While I agree that Pat remained in contact during the visit and I do appreciate that, Performance admits they did contact the supplier while onsiteIf Pat had years of experience working with this product why would he need to reach outWhy would the supplier tell me that Pat called them and express that he wasnt familiar with itI also agree that I am a DIY but this is a brand new pool and house that we had moved into very recently and this cover was beyond my understanding and I did not want to get involved and that's why I hired performanceIt's concerning that rather than accept that your staff admitted to a vendor they were not familiar with the product you blame the customer for previously damaging the productIf I had previously worked on it why would I have contacted your company and allowed you to damage my ropes without completely the repairIt was only after performance failed to complete the repair that I got involved after consulting another pool company and the vendor of the cover directly I believe Performance is not being honest in this matter and even though they stayed in contact they did not have the experience or knowledge required to complete the repair professionally and should refund the chargesPerformance is still standing by the belief that the concrete needed to be removed to complete the repair and fails to address that I was able to complete the repair without removing itI have sent pictures to both the vendor and another pool company and both agree the track and bearings were encapsulated correctly, so the notion that performance is saying it was wrong is further evidence they were not skilled in repairing this product
I am rejecting this response because: I called you in Aug of to come and open the hot tub and see what it neededYou said you would look at my account and call me backNEEDLESS to say you never calledI am tired of your lies and saying we did not communicateI would like the money back that you charged me and the spa was still not fixedAny decent and reputable company would do what was right for the customerNo other company will touch itSince it is your mess and you ruined itWith what you are doing to me right now I will not recommend you Just send me what I am asking for and we can be done with this [redacted]
In an effort to respond factually and fully, I have offendedPlease accept my apologiesMy intent wasn't to blame but to clarify the situationThe heater is, and has been working for a prolonged period, it maintains its current warranty and the repairs have been covered by Performance PoolsThe source of copper in your water is likely from heater, not your water supplyChemistry is vital to the health of your heater and we cannot warranty negative effects from water Having said that, it's apparent that your confidence has not only been shaken in your heater, but in Performance Pools as wellIn order to restore that confidence, I will have a new JXIheater installed at your residence as soon as possible (within the next weeks)The warranty on this heater will continue until 06/17/ [redacted] Performance Pools
Hello, I have discussed the situation with the customer and the matter is resolvedWe agreed that I would incur the cost of the liner installation in order to honor the bid amount of $The customer was satisfied with this and we will be moving forward with the project as planned Thank you, Alex [redacted] Service Department Performance Pool and Spa [redacted] Oakdale, MN ###-###-#### [email protected]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Thank you
Hello Mr [redacted] , In you called in reference to a leak in the spaThis initial call was in July, approximately months after your spa was delivered to you in November At the time of this call, you also mentioned that you thought you heard a crack during the delivery of the tubPerformance Pool provided a warranty visit, during which we found the circulation pump to be leaking During this initial warranty visit we also inspected the tub for any other source of a leak and found noneAt our second warranty visit in July 2015, in which we came out to replace the circulation pump that we had determined was leaking, we again inspected the tub for any cracks or other problems and found no evidence of a second leak or damage done to the tub In April 2016, nearly a year and a half from the time that your tub was installed, you informed us that your tub was again leaking Performance Pool scheduled a visit to your property to once again inspect the tubAt the time of this visit you were well past the year waiver of a trip fee that Performance Pool provides to its customers, so we charged a trip fee for our visit Sundance paid all costs covering the labor and the parts to repair the circulation pump leakAt this time, the replacement spa panel for your tub was on order Later, when Sundance contacted us regarding the issues with your spa, we informed them that we were already set up to come out and replace the spa panels We also informed Sundance that you wished to be present at the time of the replacement, and that we would contact you to schedule an appropriate time At the most recent repair visit of October 5th, 2016, the circulation pump was again found to be leaking At this time, the technician tested the water in the tub prior to draining the same, and found that the pH was high He took a water sample to bring back and be fully analyzedThe analysis of the spa water showed the water’s pH to be at 8.5, and the Alkalinity to be 150ppmPer page of the Sundance spa manual, your pH should be between and 7.6, meaning your spa water contained 10x more alkaline than it should haveIn the picture provided to you previously, you will see substantial buildup of scale on the shaft of the motor right where the pump seal sits in the wetend of the circulation pumpIn your complaint, you mentioned that Sundance replied to your concerns confirming that water chemistry will cause a shaft seal to leak, whether it be from acidic water, or alkaline water Furthermore, Sundance’s comment regarding the trip fees was misworded, so I can understand your confusionAs we have discussed, we waive the trip fee for the first year after the tub has been delivered, after which, we charge a trip fee to come out for any and all warranty workAttached is a copy of your spa contract, towards the bottom you will see this mentionedAt no time was Sundance informed that we would waive any trip fees for an additional year, nor were you told that from anyone at Performance PoolsWe do require a card on file in order to schedule any service work, however, we leave it up to you, the customer, to pay in whichever way you would prefer (cash, check, card)We also note this on each work order that the amount on the bill will be processed to the card that is on filePer your request after our visit on October 5th, we did not process the trip fee to the card that we have on file You have notified both myself and Sundance that the tub is still drippingPerformance Pools believes that the drip pan is the most likely source of this, as no other leaks are evident, and furthermore, because water has dripped from there previously whenever the circulation pump has been replaced (last time we were out days after repair and this was the source of the drip)Both Sundance and myself have asked you if the tub was still losing water, to which we have received no response Several times you have asked to be refunded in full, or, to have the tub replaced at no cost to youPer the signed contract (attached) we do not issue refunds or accept returns for spas once they have been deliveredAlso per Sundance’s email to you, they will not replace the whole tub due to your experiencing pump failuresPer the email from Sundance on 10/12/2016, Performance Pools is willing to once again replace the circulation pump, and will arrange to do so with a different make and model circulation pumpUndertaking this latest repair should further help us to eliminate the style of circulation pump as a possible cause of these repetitive leaksAdditionally, Sundance has agreed that it will cover the costs of the trip fee, parts, and labor As such, you will not incur any further expense for this visit or work Thank you,Alex [redacted] Service Department
(The consumer indicated he/she DID NOT accept the response from the business.) Strongly disagree with Mr [redacted] 's statement about chemical problem with our pool water.a) The first tech visit: when my husband asked him why the switcher was corroded, tech said we had done nothing wrong, he tested the water and showing the chemistry is balanceThe fact is: we have done everything we can and spend so much money on chemicals to keep our water in excellent condition at all times: please see the evidence below showing on my American Express credit card:In 201407/12/PERFORMANCE POOL & S $After our brand new pool completed by the business on 6/of 2014, we visited performance pool Burnsville store and have them tested water and bought all chemicals they recommended for the seasonWe tested water every week to make sure the water is in excellent condition.10/30/PERFORMANCE POOL & S$262.19We followed their suggestions to keep our pump running after we stop using the pool until they closed our pool for us for the winter on 10/30/We don't have to keep our pump running since it cost money, but they said it will help to keep water in good condition all that, so we did.At this point, we only used our brand new pool for about months.In 2015:04/24/PERFORMANCE POOL & & S After winter, we had them opened the pool for us for season, they uses some chemicals to treat the water, I emailed service department asking when we can use the pool, we were told we need to wait for weeks to weeks until the water is in good condition, we waited for weeks, tested water by ourselves.05/10/PERFORMANCE POOL & SBURNSVILLE MN $244.1205/10/PERFORMANCE POOL & SBURNSVILLE MN $144.55After our pool was opened for weeks, we tested water, and visited their Burnsville store as we usually do, they tested the water and we bought all the chemicals they recommended for the season including expensive product call salt weekly - Mr [redacted] must know this product will keep the system running smoothly and the most important to protect the equipment.05/31/PERFORMANCE POOL & SBURNSVILLE MN $145.64We visited their Burnsville store again, they tested water and we bought more chemicals for the season to make sure we have enough to useMr [redacted] should be able to retrieve all the record from their retail store to see we have purchased all recommended chemicals to address issues he listed in his response if any, not to mention it is the chemical off balance at the beginning of the season after months Minnesota long winterAs matter of fact: we were so pleased that when the tech open the pool cover, we see such crystal clear water instead of cloudy water which we never have since our pool was build – very high PH, alkalinity is the cause of cloudy water, we never have which fully demonstrate that we keep chemistry of our pool water balanced at all times.As the evidence showing above, all the water tests performed by their Burnsville store is at the beginning of each season, which is and necessary to all the customers since the water need to be treated after the pool being unused during Minnesota long winter before the pool can be used again, of course the chemical will be off balance! That is why we never hasitate to spend about $for the chemicals they suggested for only two seasons to treat the water to keep it in excellent condition which we are more than happy to do, it is our pool, it is our health that we are concerned about, not others(The ironic thing is: when we met the business sales person to buy the pool in 2014, we were told all the equipment we purchased will be saving us tons of money on chemicals, we are now wondering why it seems not true, but on the other hand, it proves that we have been doing good job to keep the water in excellent condition and take care our pool diligently since the equipment doesn't run its course)Also, whenever technician come to fix the heater, they test water also, and they all say the water is goodThe last visit by tech: the tech checked the heater filter too, it is very clean because my husband clean it as needed.Mr [redacted] also mentioned the chlorine level, the fact is: after our pool was up running in 2014, at the orientation meeting: the tech told us to set chlorine level to 30, after we found out it is always showing high after a while, so we dropped it again, since the level is various, so we keep eye on it and adjust accordingly, our pool water is super clean, so we don’t need high chlorine level as the tech suggestedMr [redacted] only pick and responded to one of the many problems addressed by the technician at their visits to blame us for the heater problemThe parts have been replaced in months are:high limit switchIgniterblowerburnerfuse control panel – last visit by their technicianMr [redacted] mentioned that the pool water contains copper, common sense, the Prior Lake city water contains copper and lead, the report can be found online, how can Mr [redacted] be sure it is the copper comes from the heater exchanger? Besides, due to the fact that we apply the chemicals their Burnsville store suggested to treat the water and it has been tested by us and by their technician – last time visit is on August 20th of 2015, the tech said the water is very good, so it is impossible our water quality is the cause of heater exchanger leak as Mr [redacted] claimedAlso, if our water is in such bad condition as Mr [redacted] claimed, the high limit switch should be corroded again by now, it has been more than months after it has been replaced back in MayWe have been wondering how the first one quit working, so do so many other parts, we suspicious it is not brand new heater that we got.We paid full price for a brand new heater with good quality, but we got lemon machine insteadWe deserves apology and compensation, especially when Mr [redacted] is making up things to blame us for all the trouble we have been through without apologize to us, Mr [redacted] ’s attitude is not acceptableMr [redacted] claims that replacing the heater offers no solution which we strongly disagree, with this lemon machine, we are at risk of having more problems in the future, the heater’s life span can be much shorter than a brand new high performance machine, we could end up pay another $to buy a new machine plus hundreds of dollars of installation fees, tech trip feesAll of these hassle and cost should not be passed on to us as a loyal customer, the fact is we have been very patient and reasonable with the business, we contacted their contractor who built the pool patio to replace some concrete slabs of the pool patio back in May, we were told due to new construction projects the business have at peak season, they don’t have time to warrant our patio until we are further noticed, so we told them we are fully understand and we can wait on thatWe try our best to support the business, wish them successful.)We are hoping instead of blaming the customer, Mr [redacted] can offer us a fair solutionWe do believe good attitude and customer service can make a business goes a long wayThank you
I am rejecting this response because: See our responses belowR)=response See our responses in bold below.In you called in reference to a leak in the spaThis initial call was in July, approximately months after your spa was delivered to you in November At the time of this call, you also mentioned that you thought you heard a crack during the delivery of the tubPerformance Pool provided a warranty visit, during which we found the circulation pump to be leaking During this initial warranty visit we also inspected the tub for any other source of a leak and found noneAt our second warranty visit in July 2015, in which we came out to replace the circulation pump that we had determined was leaking, we again inspected the tub for any cracks or other problems and found no evidence of a second leak or damage done to the tub.R) We definitely heard a crack when it was being delivered, everyone that was there heard it, it was a substantial cracking noise, and at least one of the delivery people made a comment that they had never heard that before In April 2016, nearly a year and a half from the time that your tub was installed, you informed us that your tub was again leaking Performance Pool scheduled a visit to your property to once again inspect the tubAt the time of this visit you were well past the year waiver of a trip fee that Performance Pool provides to its customers, so we charged a trip fee for our visit Sundance paid all costs covering the labor and the parts to repair the circulation pump leakAt this time, the replacement spa panel for your tub was on order Later, when Sundance contacted us regarding the issues with your spa, we informed them that we were already set up to come out and replace the spa panels We also informed Sundance that you wished to be present at the time of the replacement, and that we would contact you to schedule an appropriate time.R) There were actually a total of replaced pumps to date So April was the 2nd pump and then the 3rd one was in June of I was there for the June visit when you asked the service person via phone to test the water for PH because “that might be what is causing the pumps to go out” He tested it, and I asked him how it was, he said it was good, if anything a little low That was the first time you tried to blame the pumps going out on the PH level or water chemistry At the most recent repair visit of October 5th, 2016, the circulation pump was again found to be leaking At this time, the technician tested the water in the tub prior to draining the same, and found that the pH was high He took a water sample to bring back and be fully analyzedThe analysis of the spa water showed the water’s pH to be at 8.5, and the Alkalinity to be 150ppmPer page of the Sundance spa manual, your pH should be between and 7.6, meaning your spa water contained 10x more alkaline than it should haveIn the picture provided to you previously, you will see substantial buildup of scale on the shaft of the motor right where the pump seal sits in the wetend of the circulation pumpIn your complaint, you mentioned that Sundance replied to your concerns confirming that water chemistry will cause a shaft seal to leak, whether it be from acidic water, or alkaline waterR) I can’t imagine that everyone’s water chemicals are right on at all times? We do our best to test and keep on top of them In fact, Shari just took them into Performance Pool & Spa on October 13th, and per the technician there, he said everything was “perfect” and not to change anything That reading was to be forwarded on to Alex in Service Shari was talking to the person about what we are going through, and he was very surprised that anyone would be trying to say that the chemicals would be the cause for circ pumps to go out in such a short amount of time, he was especially surprised to hear that anyone from Performance Pool & Spa would be the ones making such a claim This is the same response we have gotten from other reputable spa dealers in the Twin Cities I am not sure what you are referencing about the water chemistry, I believe that is what Alex had said and Sundance had agreed? We have never had any chemical residue, calcium flakes, or build up etcin the hot tub itself This would be an indication that the chemicals are off We have owned a hot tub for over years now, so this isn’t new to us But the way this hot tub breaks down, leaks, etc., is Furthermore, Sundance’s comment regarding the trip fees was misworded, so I can understand your confusionAs we have discussed, we waive the trip fee for the first year after the tub has been delivered, after which, we charge a trip fee to come out for any and all warranty workAttached is a copy of your spa contract, towards the bottom you will see this mentionedAt no time was Sundance informed that we would waive any trip fees for an additional year, nor were you told that from anyone at Performance PoolsWe do require a card on file in order to schedule any service work, however, we leave it up to you, the customer, to pay in whichever way you would prefer (cash, check, card)We also note this on each work order that the amount on the bill will be processed to the card that is on filePer your request after our visit on October 5th, we did not process the trip fee to the card that we have on fileR) The email from Sundance clearly said it would extend the no cost for another year, from June of It was the first time I felt that Sundance was finally standing behind their product But, you continue to say that it’s mis-worded, or mis-interrupted, which makes it even more clear that you do not stand behind the products you sell You have notified both myself and Sundance that the tub is still drippingPerformance Pools believes that the drip pan is the most likely source of this, as no other leaks are evident, and furthermore, because water has dripped from there previously whenever the circulation pump has been replaced (last time we were out days after repair and this was the source of the drip)Both Sundance and myself have asked you if the tub was still losing water, to which we have received no responseR) I emailed you on 10/that it was still leaking, then again on 10/12, then again on 10/with a video We are now pushing weeks of non-stop dripping When the 5th pump is replaced, can you shop vac out the drip pan so if it is dripping, you can’t blame it on the drip pan? Several times you have asked to be refunded in full, or, to have the tub replaced at no cost to youPer the signed contract (attached) we do not issue refunds or accept returns for spas once they have been deliveredAlso per Sundance’s email to you, they will not replace the whole tub due to your experiencing pump failuresPer the email from Sundance on 10/12/2016, Performance Pools is willing to once again replace the circulation pump, and will arrange to do so with a different make and model circulation pumpUndertaking this latest repair should further help us to eliminate the style of circulation pump as a possible cause of these repetitive leaksAdditionally, Sundance has agreed that it will cover the costs of the trip fee, parts, and labor As such, you will not incur any further expense for this visit or workR) When I spend $8,on a hot tub, I expect, demand, and deserve to have a hot tub in working order that doesn’t break down every couple of months and I shouldn’t have to pay to keep fixing it It broke down the first time within the one year, it’s still not fixed Until it can go for several years without breaking down will I consider it “fixed” It is my opinion and belief that we have received a “lemon” You told me yourself that you do not have other customers experiencing anything like what we are This will be the 5th circ pump replacement in years It’s fairly clear that there is something wrong with the hot tub you sold us That supersedes any statement in your contract and I will continue to fight until it is right Right now that seems to either replace the hot tub with a brand new one that doesn’t have these issues, or, refund us our full purchase price Sundance appears to be at least trying to resolve the issue with replacing the pump with a different brand, etc As I told Sundance, we have put our fight on hold and hope and expect that they will figure out a way to make it right If it breaks down again, and/or this doesn’t resolve the issue, we will continue our efforts with complaints against Sundance, filing a complaint with the MN Attorney General’s Office against Performance Pool & Spa, and take it to small claims court if still not resolved For now, we will hope that Sundance cares enough about the product that they make to make it right, hopefully for your sake, since it’s obvious the customer means very little to Performance Pool & Spa.The hot tub also drips onto a large stamped concrete patio that it is setting on The water drips into the cut lines and who knows what it’s doing under the patio The patio is tied into our deck The deck posts are literally in the middle of the stamped concrete patio If water build up underneath the patio causes any movement to the patio, it’s going to affect the deck the patio and the house The deck is an $18,deck so if that happens, it could turn into something very expensive Once the water begins to freeze and there’s all of this extra water under the patio to expand and begin shifting things, it could get very ugly That is why I have stressed numerous times that this needs to get fixed once and for all before it freezes, which is basically next week I look forward to an expedited replacement and please pump out the “drip pan” completely Because if it leaks again after this replacement, we will demand a new hot tub and/or our money back Thank you, Alex [redacted] Service Department R) Thank you, David [redacted]
Final Consumer Response / [redacted] (2000, 8, 2015/12/04) */
Initial Business Response / [redacted] (1000, 6, 2015/09/01) */ Performance agrees that on three occasions the heater has stopped workingWe also agree that Performance has been responsive in restoring the heater operation when it had malfunctioned We do not agree that the ***'s have been charged for these visits, quite simply, they haven'tPerhaps this misunderstanding stems from a visit that was made where in the tech notes there was a labor charge ($40) on his visit as the *water chemistry (water quality is not warranty, please see addendum that speaks to this specifically) seemed to be the cause, ("corroded high limits") however that charge was credited back to the ***'s cardThe other visits and any parts replaced, have been covered under the warranty at no charge While we certainly recognize the inconvenience heater failure can cause, a replacement heater is not warranted at this pointA replacement heater offers no solution that isn't presently available to usOur understanding is that the heater has been working since our last visitOf course if a need were to arise, we stand ready to service this or any other component of the pool As an fyi; I have included some water tests performed at our Burnsville storeThese tests offer some evidence to the technician's diagnosis that improper water chemistry may have been the issueThey show very high PH, alkalinity (as well as chlorine) and also the presence of copper in the waterA likely source of this copper is the heat exchangerAs the exchanger is made of copper, corrosive water (as the tests describe it), strips the exchanger of its copper until eventually it becomes so thin it leaksWhen exchangers leak, the heater must be replacedI mention this to remind the ***s that water chemistry is an important aspect of thisIf the water is not properly balanced, the water will destroy the heaterWhile we recognize that water chemistry wasn't the singular cause of these issues, it's likely it was the cause of one of the callsIt is important enough to mention and to strongly suggest it be rectified very soon to avoid issues in the future Please contact the service department with questions on this or any other aspect of the pool operation Kindest regards, Mike [redacted] Performance Pool and Spa Service Department Margo [redacted] Administrative Assistant to Dave [redacted] Performance Pool and Spa [redacted] Plymouth MN [redacted] ***@performancepools.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error please notify the system managerThis message contains confidential information and is intended only for the individual namedIf you are not the named addressee you should not disseminate, distribute or copy this e-mail Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We strongly disagree with the business response since they are blaming us for their own faultPlease see our response in attached document, thank you Final Consumer Response / [redacted] (2000, 11, 2015/09/17) */ Final Business Response / [redacted] (4000, 10, 2015/09/17) */ In an effort to respond factually and fully, I have offendedPlease accept my apologiesMy intent wasn't to blame but to clarify the situationThe heater is, and has been working for a prolonged period, it maintains its current warranty and the repairs have been covered by Performance PoolsThe source of copper in your water is likely from heater, not your water supplyChemistry is vital to the health of your heater and we cannot warranty negative effects from water Having said that, it's apparent that your confidence has not only been shaken in your heater, but in Performance Pools as wellIn order to restore that confidence, I will have a new JXIheater installed at your residence as soon as possible (within the next weeks)The warranty on this heater will continue until 06/17/ Mike [redacted] Performance Pools