Shasta Pools & Spas

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 [redacted],

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 5 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 Ms. [redacted],

Thank you for the information regarding this customer's concerns.  Shasta has contacted the customer and scheduled a diver to be out to look at the light.  Please be advised that this pool was completed in August of 2012 and while the light fixture would...

still be covered under warranty, a bulb would not. We often change the bulb at no charge within the first year which we did in this case in June of 2013. 

It's our hope the Revdex.com finds this information helpful and the matter is resolved.  

Respectfully,

Dear Representative:Thank you for your information regarding this customer’s concerns.  Shasta has contacted the customer to address the outstanding issues and schedule completion as quickly as possible.  We have also contacted the customer to apologize for the...

delays and express our commitment to bring the project to fruition.  We hope this information proves helpful and the Revdex.com finds the matter resolved.Respectfully[redacted]

Dear Ms. [redacted],Thank you for the information.  My apologies for the delay in responding but we've been experiencing some email difficulties.  I have contacted the customer and advised the same and that we will be addressing his concerns.We will advise the Revdex.com updated...

information about the situation.Respectfully,[redacted]

Dear Dispute Resolution Consultant,Thank you for the information regarding this customer's concern about their recent pool repair. Our Customer Care Manager has already contacted the customer to investigate the situation and find resolution. This customer happens to be the second owner of a...

pool built in 1994 and though we did do a remodel as noted, these issues are unrelated and not uncommon for an older pool.Shasta Pools has determined the issue at hand was not caused by Shasta's technician. The customer cancelled the service request and has acknowledged the fact that another contractor is addressing the problem. The valve was addressed correctly at the last visit and the pump is related to another contractor. Since the findings are a repair unrelated to the previous visit and not a problem caused by Shasta, it's our hope the Revdex.com will recognize this to not be the fault of Shasta Pools and remove this complaint from our record.Respectfully,[redacted]

Dear Ms. Glass,

Thank you for the information regarding this concern.  My apologies for the delay in responding as we have had some technical difficulties receiving these emails. We have also left a message for the customer and will advise the Revdex.com how we find resolution.

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Respectfully,

Dear Ms. [redacted],

Thank you for the information regarding this customer's concerns.  It is never pleasant when a customer is dissatisfied or unhappy and we appreciate the opportunity to address the situation.

In our industry one of the most difficult things to understand is...

"abnormal soil" conditions.  This occurs all over the valley and in some areas can be at one property and not even next door. This customer was explained about these possibilities as well as about costs incurred in the event of cancellation at the time of contract (copies attached). When the project was ready to begin construction it was addressed again about "abnormal soil" and the need for different equipment. When this occurs, the costs in addition to the base excavation fees are normally paid directly by the homeowner to the excavator. This customer was already upset and our executive authorized those additional costs be absorbed by Shasta. When Mr was told "there would be no costs" the superintendent was trying to communicate that the customer was not going to face any additional costs. Mr continued to be unsatisfied with the processes and schedule and we tried to rectify that. When Mr made the decision to cancel, we provided the costs incurred for him to pay which did not include the "abnormal soil" digging costs. Mr seemed agreeable to pay the cancellation fees but wanted an additional $700 reduction for what he said he paid for his own clean up. Normal clean up and costs are included in the contract and would have been completed at the end of the build had the customer not chosen to cancel the contract. Shasta respectfully declined this reduction request as the costs were not charged and the amount did not seem reasonable based on the photos and level of clean up provided.

Shasta Pools regrets any customer feeling unsatisfied or walking away. We are attaching copies of the contract documents, emails, and project photos supporting the owner responsibility, cancellation fees, etc in hopes the Revdex.com will see our efforts to be fair and reasonable. Shasta would love to be able to give every customer everything they ask but feel at times this would be a disservice to our other customers and feel we have to maintain the policies and procedures that have been in place for so many years.

We hope this information proves helpful and the Revdex.com will find the matter resolved.

Respectfully

Dear Dispute Resolution Specialist,
Thank you for the information regarding this customer's concerns.  Our superintendent  has already visited the property to inspect the spa and has left message for the customer.  I have also left two messages for her to discuss her...

concerns.  Our orientation technician met with the customer today and we will be happy to research any items the customer feels need attention.  However, we will need to speak with the customer to arrange a meeting with the customer, our management and the crew.As for the tile edging and the interior finish (not pebble tec), both selections installed are per the customer's signed contract. There was not a completion date on the contract but we did have delays due to the extensive detail in this project. We welcome hearing directly from the customer soon and will advise the Revdex.com the outcome of any communications and resolution.
We hope this information proves helpful and we will update the Revdex.com accordingly.
Respectfully,

We are very pleased with our experience of Shasta Pools (Surprise, AZ) building our new pool!

There was great communication & attentiveness to our wants & needs.

The quality is stellar, warranty superb & exactly what we wanted!

We definitely recommend Shasta!

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,

The whole process of building our pool was so professional and we enjoyed creating our backyard oasis.

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 Ms. Glass,

Thank you for the information regarding this concern.  My apologies for the delay in responding as we have had some technical difficulties receiving these emails. We have also left a message for the customer and will advise the Revdex.com how we find resolution.

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Respectfully,

Dear Dispute Resolution Specialist,
Thank you for the information regarding this customer's concerns. Actually, we had already addressed their concerns but spoke with this customer again today. Shasta Pools is addressing the issues now and consider the matter resolved.
We hope this...

information proves helpful.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,

Shasta remodeled my pool that they built 30 years ago.
The remodel team was very attentive to my needs and the result of the changes they made have been amazing.
The new energy efficient cleaning system they installed has reduced our electric bill by over 45% this year over last.

Dear Ms. [redacted],Thank you for the information.  My apologies for the delay in responding but we've been experiencing some email difficulties.  I have contacted the customer and advised the same and that we will be addressing his concerns.We will advise the Revdex.com updated...

information about the situation.Respectfully,[redacted]

Dear Representative:Thank you for your information regarding this customer’s concerns.  Shasta has contacted the customer to address the outstanding issues and schedule completion as quickly as possible.  We have also contacted the customer to apologize for the...

delays and express our commitment to bring the project to fruition.  We hope this information proves helpful and the Revdex.com finds the matter resolved.Respectfully[redacted]

Dear Ms. [redacted],

Thank you for the information regarding this customer's concerns.  Shasta has contacted the customer and scheduled a diver to be out to look at the light.  Please be advised that this pool was completed in August of 2012 and while the light fixture would...

still be covered under warranty, a bulb would not. We often change the bulb at no charge within the first year which we did in this case in June of 2013. 

It's our hope the Revdex.com finds this information helpful and the matter is resolved.  

Respectfully,