Shasta Pools & Spas

We're not very happy with our experience so far with Shasta Pools. We are supposed to get additional deck added and the scheduler thought it was done already. Why is there not better followup and knowledge of what is being done? This was schedule back in June of 2021 and here it is Christmas and an empty pool still.

Dear [redacted] ***,Thank you for the information regarding our customer We had been in contact with this customer and, after the supervisor just spoke with him on Friday the 15th, we were surprised to receive the complaint since there did not seem to be any indication of a Revdex.com complaint Shasta Pools took the initial call as the customer noted and set up service for the part the customer explained The representative advised the customer the labor rates of actually “$for the first half hour and $for every after” The customer agreed and set up the call for August (Recording of the call attached) When the technician arrived and the part needed was different than discussed, it was determined tobe a part not covered Being peak season for a pool to be functioning properly with the heat and the storms, the technician made the decision to make the repairThe invoice the customer paid included a part the customer needed at a cost of $plus $tax and the half hour labor at $as quotedThough the technician’s efforts were in good faith, he definitely should have communicated the difference in price with the customer prior to doing the work For this miscommunication Shasta Pools offers our most sincere apology to the customer.As for a “complimentary system check up”, Shasta Pools will be happy to discuss this with the customer to determine what is actually expected but have not been able to reach him.We hope this information proves helpful and the Revdex.com will find this matter resolved.Respectfully, [redacted] ***

Dear *** ***,
Thank you for the information regarding this customer's concern with the pool cover Let me first take the opportunity to extend our sincere apology for the delay in responding to this customer
The pool cover that was delivered carries a year manufacturer
warranty that didn't cover the issue at hand Shasta had every intention of replacing this cover, however, due to the short time since the pool's completion It was an unfortunate oversight for the customer to not have this information Our service division will be contacting the customer to arrange delivery of a replacement cover shortly
We hope this information proves helpful to the customer and the Revdex.com finds the matter resolved
Respectfully,
*** ***

Dear [redacted],Thank you for the information regarding our customer.  We had been in contact with this customer and, after the supervisor just spoke with him on Friday the 15th, we were surprised to receive the complaint since there did not seem to be any indication of a...

Revdex.com complaint.  Shasta Pools took the initial call as the customer noted and set up service for the part the customer explained.  The representative advised the customer the labor rates of actually “$76.00 for the first half hour and $32.50 for every 15 after”.  The customer agreed and set up the call for August 11. (Recording of the call attached).  When the technician arrived and the part needed was different than discussed, it was determined tobe a part not covered.  Being peak season for a pool to be functioning properly with the heat and the storms, the technician made the decision to make the repair. The invoice the customer paid included a part the customer needed at a cost of $85.16 plus $7.92 tax and the half hour labor at $76.00 as quoted. Though the technician’s efforts were in good faith, he definitely should have communicated the difference in price with the customer prior to doing the work.  For this miscommunication Shasta Pools offers our most sincere apology to the customer.As for a “complimentary system check up”, Shasta Pools will be happy to discuss this with the customer to determine what is actually expected but have not been able to reach him.We hope this information proves helpful and the Revdex.com will find this matter resolved.Respectfully,[redacted]

Dear Ms. [redacted],
Thank you for the information regarding the customer's concerns about the Lifetime Warranty process.  Let me clarify that this customer married the pool owner so there was some confusion in our database who was making the complaint.  Also, the lifetime warranty they have...

is not on the pool but on certain parts only, not labor. Some parts can be brought in and traded out here at our corporate office but other parts we find best to deliver and install with a service call as they often result in a service call later due to incorrect installation.  
We contacted the customer and offered to mail the part as an effort to be more convenient.  This offer is a one time goodwill gesture as there may be times that do require a service call and we should not be asked to change our policies and procedures.   In the future, any parts that can be changed out at our corporate location, will require the old part be exchanged so we can submit to the manufacturer.
We hope this information proves helpful and the Revdex.com considers this issue resolved.
Respectfully,
[redacted]

Dear Dispute Resolution Specialist, Thank you for the information regarding our customer's concerns.  Our sales manager has attempted to contact the customer by email and phone with no success. Shasta Pools would like the Revdex.com to know that we have, in fact, been in contact with this...

customer over the time frame mentioned. Some specific notes would be that Shasta did a pool design with the customer and then did a layout of the pool on 5/2. The customer contacted us with questions and changes and then signed a revised plan on 5/19. Shasta returned to re-layout the pool on 5/20. On 6/4 our manager spoke with the customer explaining the issues with the pool placed in a drainage area. He said he would contact his original engineer to see if he could help with the drainage plans.The issue that is keeping Shasta Pools from moving forward is that the customer wants to build the pool in a wash. The city needs to approve the new drainage plans for a fence permit, which must be issued before the pool permit, and has not yet done so. Shasta has been working with the customer to get this accomplished. Our salesman has offered an alternative pool location which would not need drainage plan approval but the customers have refused to consider that location.Shasta is in the process of returning the deposit as requested but would like the Revdex.com to recognize the situation as not one of fault, lack of performance, or in our control. Shasta has done due diligence and request the complaint be removed from our record. Respectfully,[redacted]

Dear Ms. Glass,

Thank you for the information regarding this customer's concerns.  We regret the unfortunate situation but have addressed this issue in the past with this customer since the project completion in 2004.  Even though the offer to purchase Lifetime Warranty...

after the fact is not our policy or authorized, paperwork was never signed by the customer and payment for 50% of the cost was never received.  Unfortunately, since this offer was never executed there is no Lifetime Warranty available.  Shasta Pools does, however, offer "Extended Warranty" policies to cover certain repairs and we have communicated this to the customer.

We hope this information serves helpful and the Revdex.com recognizes the matter resolved.

Respectfully,

Dear Dispute Resolution Specialist,Thank you for the information regarding this customer's concerns. It is certainly unfortunate that we have encountered the series of events mentioned on this project and we first offer our most sincere apologies for their negative experience and...

inconveniences.  The Revdex.com knows how important these issues are to us.Shasta Pools would like the Revdex.com to know we have made several efforts to correct and/or improve each situation as it occurred on this project. We have absorbed many additional costs, as well as extended a significant reduction in contract price, in attempt to bring this customer satisfaction. At the beginning the excavators came upon excessive debris in the pool area that required additional cost to remove which Shasta paid. The BBQ was contracted for flagstone but the customer was unaware this material had such variations and frustrated with the inability to match perfectly so we offered to upgrade to the travertine at no cost to them and they agreed. The interior finish originally installed was the selection the customer signed for and per contract. However, due to their intense dissatisfaction and in the spirit of goodwill, we worked with them to change the interior finish at a very reduced price and absorbing the remaining costs. The second installation was a color also selected and signed for by the customer. Other than a minor blemish in the interior finish, the manufacturer's technician found the application to be extremely well done and they worked on the imperfection this week. The wall has been re-painted by a professional painter as they requested also at Shasta's expense.In light of the above information, we hope the Revdex.com will recognize the efforts of Shasta Pools and understand why the request for a $5,000 refund is respectfully denied. We hope this information proves helpful.Respectfully,[redacted]

Dear Ms. [redacted]:Thank you for the information regarding the customer's warranty concerns.  Shasta Pools will have our Customer Care Director contact this customer to arrange a site meeting to inspect our superintendent's findings and discuss options with the owner(s).  The...

customer should hear from the Director within the next few business days.We hope this information proves helpful and we will report to the Revdex.com the outcome of that meeting.Respectfully,[redacted]

Dear Ms. [redacted],

Thank you for the information regarding the customer's concerns about the Lifetime Warranty process.  Let me clarify that this customer married the pool owner so there was some confusion in our database who was making the complaint.  Also, the lifetime...

warranty they have is not on the pool but on certain parts only, not labor. Some parts can be brought in and traded out here at our corporate office but other parts we find best to deliver and install with a service call as they often result in a service call later due to incorrect installation.  

We contacted the customer and offered to mail the part as an effort to be more convenient.  This offer is a one time goodwill gesture as there may be times that do require a service call and we should not be asked to change our policies and procedures.   In the future, any parts that can be changed out at our corporate location, will require the old part be exchanged so we can submit to the manufacturer.

We hope this information proves helpful and the Revdex.com considers this issue resolved.

Respectfully,

Dear Ms. [redacted],

Thank you for the information regarding this customer's concerns.  We have been in contact with the customer and expressed our concerns and plans to resolve all issues in a timely manner.  The customer seems to be pleased with the plans and we will follow up...

through fruition.  

We hope this information proves helpful and the Revdex.com can consider the matter resolved.

Respectfully,

[redacted]

Hello Marie, I wanted to address the response from Joanie Day of SHASTA POOLS AND SPAS. First, I have owned the house since June of 1984, not May 1995.  No representative EVER called me to talk about an upgrade to the new A&A heads.  I purchased the full set of  heads and distribution manifold from the Shasta store at Tatum and Bell Rd.   I was offered a lifetime warranty that I purchased and used at least three times prior to them claiming I had no warranty in April of 2016, and again in October, 2016. Finally, it is stated they offered me a one time head replacement, as a goodwill gesture. That offer was NEVER made.  I did not decline the offer as the conversation ended with the lady stating I had to produce the original paperwork. They have records of a representative contacting me in February 1995 to offer me the conversion heads,  (never happened), incorrect records indicating my date of home purchase,  records of my contact in April of 2016 and October 2016, (that is correct), but no records of me using the warranty to replace heads on at least three previous occurrences.    Thank you for allowing me to respond to the Shasta offer to help.... [redacted]

Dear Ms. [redacted],

Thank you for the additional information provided.  Shasta did pay for the permit but the cancellation fees quoted to the customer were calculated with the expected refund of the cancelled permit included in the final figure.  Unfortunately, it has been our company policy to cancel permits with cancelled projects to avoid any liability or question of responsibility in connection with the permit and project, i.e. re-inspection fees, etc.

Shasta hopes the Revdex.com recognizes our efforts to resolve the situation in a manner which is fair and reasonable.

Respectfully,

Dear Dispute Resolution Specialist,
Thank you for the information regarding this customer's concerns.  Our sales manager has been in communication with the customer and, though the pool is built per signed plan and contract, we are working toward some resolution.  
We hope...

the Revdex.com finds this information helpful. Respectfully,
Joanie D**

Dear Ms. Garcia,
Thank you again for the additional information. Our Customer Care Manager has spoken with this customer and is working toward a satisfactory resolution to this sensitive situation.
It's our hope the Revdex.com recognizes the efforts of Shasta Pools to be fair and accurate (based upon what our business records and history show) while maintaining excellent customer service.  We also hope this information proves helpful and the matter considered closed.
Respectfully,
Joanie D**

Dear Dispute Resolution Consultant,Thank you for the information regarding this customer's concerns.  Please be advised that the Director of our Customer Care Division will arrange to meet with the Owners to personally inspect the pool condition and work out a resolution.  Our...

office will call the customer and set up a time to meet and we will report the outcome to the Revdex.com.We hope this information proves helpful.Respectfully,[redacted]

Dear Ms. Glass:

Thank you again for referring the concerns of this customer. While Shasta Pools certainly respects the point this customer is trying to make, we must maintain our position.  We understand the employee made this offer and effort in good faith but without authorization or written documentation.  The voice mail indicates the intentions but states there needed to be further discussion. We have no way of knowing what all the details might have been since that employee has been gone from our company since 2005. As for levels of authority, most companies have very skilled and knowledgeable employees doing high quality work without the ability to authorize certain decisions of an Executive level. Respectfully, it would not be fair to our other customers who wanted to purchase Lifetime Warranty after their pool build to allow such a transaction, especially 10 years later. Shasta Pools stood by the warranty that came with this pool and has addressed many issues.

We hope this proves helpful and the Revdex.com can recognize the matter resolved.

Sincerely,

Dear Conciliation and Engagement Specialist,
Thank you for the information regarding this customer. We regret his concerns but appreciate the opportunity to help.
Our records show this customer to be the 2nd owner of a pool we completed in 5/1981. The pool was originally a TURBO CLEAN...

pool with the large Swimquik heads. In 2/1995, we show our representative gave the first owner a bid to install turbo clean adapters and convert to our new style A&A Quik Clean 1 heads. We never heard back from the first owner and the home sold a year later. We show this customer became the 2nd owner of the pool in 5/1996.Shasta sold our retail stores in 2012 but kept records of these purchases for warranty purposes. There would not be a lifetime warranty unless a full set of heads were purchased at one time. We do not have a record of this customer purchasing the set of heads from us, or from our retail stores.
The only communication we have from this customer is a call on 4/19/2016 where he called us and said he had a lifetime warranty on the heads. We have no records of him having this warranty or even any service calls in to Shasta over his 20 years of ownership. At that time our Customer Care Mgr stated this customer would need to provide a receipt or warranty card for us to cover the heads.
The customer called again yesterday, 10/18/2016, and our manager handled the call personally. She offered to replace all the heads as a onetime goodwill gesture but the customer declined and seems to have filed this Revdex.com claim.
We have a situation where an owner purchased a home with a 15 year old Shasta pool 20 years ago. At some point in time the heads have been updated through someone other than Shasta as we have no record of the work. We offered, even though our records indicate he is not the original owner, to replace his heads one time as a gesture of customer goodwill.
We hope this information proves helpful and the Revdex.com will find the matter resolved.
Respectfully,
Joanie D**

Dear Dispute Resolution Specialist,
Thank you again for the additional information from this customer. Shasta Pools would like the Revdex.com to be advised that we have been in contact with the customer and our Superintendent and Director of Field Operations met with the customer yesterday. Though it was confirmed the selections were per contract, we are working with the customer toward resolution to her concerns.
We hope this information proves helpful and we will advise the Revdex.com any updates.
Respectfully,

Dear Complaint Resolution Specialist,
Thank you again for the information on this customer's experience.  Please be advised that our management has been in communication with this customer and is working toward resolution to their concerns.  
Shasta Pools will be happy to advise the Revdex.com the outcome upon completion and hope this information proves helpful.
Respectfully,