Shasta Pools & Spas

We were wowed and impressed by the efficiency of Shasta Pools. Each crew that came to our home for each step of the pool process had fun, was friendly - but also got the job done in 3-4 hours. Total time to pool completion was 3 1/2 weeks. A few hiccups on communications - but nothing that wasn't resolved quickly. I would HIGHLY recommend Shasta to anyone having a pool built.

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 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 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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We were extremely pleased from start to finish. From Chris to Tom to Pamela to the tradesmen, everything that was done has exceeded our expectations. We love our pool.

I do not recommend Shasta. If you choose Shasta to do your pool renovation be prepared to quit your job and sit at home for 7 weeks because their office management and scheduling is extremely dysfunctional. The Shasta salesman over promised on the professionalism of the project management and the time frame to expect completion. Not one step in the process has been according to the commitments and time frames given to us by the scheduling staff. It is also very hard to reach people in the office to clarify appointments or inquire why the contractor has not arrived.

The office staff, who's job it is to schedule the sub contractors do not communicate well with you, the customer, or with the sub contractors who are suppose to do the work (it seems like the sub contractors do quality work once they come).

Shasta staff will tell you to expect a contractor the next day when you call late that afternoon because no one has arrived,they blame the problem on the sub's but you will learn quickly that the sub contractor was never contacted by Shasta staff and scheduled to come to your home in the first place.This problem has happened with every step in the process. When you reach out to the customer service and production control manager things will not improve. Nor will he take any responsibility for rectifying the mistakes and lack of follow through by the staff he supervises. He will not see that your project gets priority in order to bring it back on schedule. He will promise that it should not happen again and then the very next day the same thing happens. After four incidents like this he will say "sometimes some projects just aren't lucky, they don't get a break".

We are paying nearly $3000 more, over the other bids we secured, to have Shasta do our pool remodel because we were convinced by the sales rep. that Shasta had the most professional staff, project management, craftsman and a superior product. We only hope the product ends up being worth the nightmare it has been to work with Shasta's incompetency and lack of customer service.

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 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 [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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am definately dissatisfied with the response, again the information that shasta has responed with is absolutely diffrent than what actually happened on the job site and what was explained to me face to face when shastas employees were at my property, but after speaking with my family we are wanting to put this Horrible experience with shasta pools behind us, we are willing to pay the invoice and end the contract if shasta will sign the permit over to us, I have spoken with [redacted] from Maricopa county and he stated thats all shasta would have to do, because the permit has already been paid for.

Regards,

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,

Shasta pools did a small remodel on my pool. The crew informed me that it would be finished in a day. around 3pm they left my place without informing me. they left a mess with tools, wires and garbage laying around. the next day the job was completed with minimum cleanup. they clearly had little respect for my property or my furniture. I informed the office about no supervision of the crew. I was informed that the supervisor only looks at the job upon completion. I would not recommend Shasta Pools or have them back on my property.

Be carful with Shasta pools. My parents just had a pool done they looked at renderings and they looked great explained what they wanted and Shasta built a baja deck that would allow an adult to sit on it with thee legs submerged in water little did they know they would put 14 inches of shot creat on the baja deck and it would only be 4 inches deep with is a tanning deck not a baja deck. And now they say if they want it fixed they will need to spend a great deal of money to fix it.

Review: Shasta completed our pool but there are several issues that were discussed but Shasta has failed to take care of the issues and return any phone calls. When construction began Shasta broke a water line and was told several times that the water line needed to be fix. The water line is attached to our outdoor wet bar so we have no running water to the wet bar. When Shasta was also cutting the concert underneath the wet island they cracked the tile to the wet bar. I have spoke to [redacted] (Customer Service Rep) several times about the water issue and the last time I spoke with [redacted] she stated that she would let [redacted] (Superintendent) know and we would get a phone call back. We never have recieved a call back. I called last Wednesday July 17, 2013 to try one more time and spoke to a [redacted] who said that she would complete a follow up and we should have a call within 24-48 hours. As of today, July 24, 2013 we still have not recieved a call and no response. I have also taken pictures of all the construction and the broken pipes that need to be repaired but the water line to the wet bar was never fixed.Desired Settlement: We just want the water line fixed so that we can continue to complete our landscaping in our backyard.

Business

Response:

Dear Ms. [redacted]:

Thank you for the information regarding our customer's concerns. [redacted] confirmed that Mr called in last week and said he had spoken with [redacted] about issues right before the pool was completed (a few months ago). [redacted] advised the customer she would be sending the message to "construction" to address. Shasta extends our most sincere apologies for not getting back to the customer in the time frame [redacted] stated. Our superintendent contacted the customer this morning to address right away.

Please be advised that Shasta doesn't actually show record of any calls or issue with the waterline prior to last week. The only record is that the initial contact regarding the pipe was addressed at the time it occurred with the superintendent [redacted] as stated. However, it was noted then that the pipe was in the access which is contracually the responsibility of the homeowner. Additionally, the deck over the pipe was not installed by Shasta so that would also be out of our control.

Shasta would like the Revdex.com to know that as of March 6 when [redacted] from Shasta spoke with Mrs as a final call, we were advised "all was fine" and with no open issues we were passing the pool file to our customer care division. We don't show any further communication about that or any issue until the call to [redacted] last week.

We hope this information proves helpful.

Respectfully,

Business

Response:

Dear Ms. [redacted]

We thank the Revdex.com for their assistance in this matter. As mentioned earlier, these concerns were not mentioned until recently. This project was completed back in March and the customer told us "all is fine" and ok to pass the pool file to our customer care division.

However, in the spirit of good customer service Shasta's superintendent returned yesterday to complete the adjustment of the automatic water filler and leave a new lid, and to provide a second orientation on the pool functions. Shasta also had a tile technician out Wednesday to inspect and assess what could be done for the cracked tile. It was determined the cracked tiles were not damaged by Shasta. The findings are that the island/bbq structure below the cracked tile is rusting and causing the remaining tiles to be very unstable. Because the island/bbq structure was not installed by Shasta, we feel it would be irresponsible to attempt a repair that would risk further damage. As an additional goodwill gesture, Shasta has agreed to try to find the customer some replacement tiles so they can do the repair themselves.

We hope the Revdex.com recognizes Shasta's efforts and will allow us to consider the matters closed.

Respectfully,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] the superidentent came out last week to review the BBQ, [redacted] asked to speak with [redacted] (Mrs.) when she had a moment. I walked out back to speak with [redacted] and he stated that since the BBQ was old basicly that they Shasta did not feel good about repairing the crack title. I told [redacted] that he needed to make sure that he called [redacted] and explained to him what was explained to me. I also asked [redacted] about a couple other basic questions about our pool system since he was out here. It is pretty hard to get a hold of anyone at Shasta so I took advantage of the oppertunity since [redacted] was here.

My problem with this all is that Shasta has been told several time about the waterline to the BBQ but they keep finding ways to get out of fixing a problem that they have created just like the BBQ title. Yes, we know that the BBQ was here before we bought our home and are aware that it is old but as I recalled with [redacted] last week Shasta sent out several men to cut the concreate. Yes, the BBQ was in their way but they continued to try and push the machine under the title. I was called by [redacted] asking if the BBQ can be taken apart, I stated no. The crew had to wait for somone else to come out along with [redacted] to review the situation. I then went outside and told them that the BBQ does NOT come apart which the men where trying to lift the top of the title off. So when [redacted] was out here last week I said to him well since the grill is old and your men cracked the title you wont fix it. He did not like my comment but that is the truth.

[redacted] called [redacted] and spoke with him and tried to arrange for the title company to come out and meet with [redacted] so that he could see what Shasta was talking about. [redacted] spoke with one of the reps from the title comapny and they have made an agreement to find the right or as close to matching the title we have currently and WE ([redacted]) will fix our title. We left a corner piece that was broken off last Friday for the title company to try and match it.

Until we get the titles to fix the BBQ this matter will not be resolved.

We went with Shasta because they are a well known company and this situation is just uncalled for. I have spoken with Shasta several times throughout the process of our pool and any issues that we had. The water line was repeated several times but per [redacted] its a free dig and it's our responsability to fix!

Regards,

Review: I have had issues with Shasta pools from day one of signing the contract, first we were told a certain price and then it was changed to a different price, they then the next day spoke with someone and allowed the original price, from that point on I had to constantly call them to find out the status of the pool being built, then when someone finally showed up to dig the pool I was told it was going to be an additional $1500 to dig the pool because of abnormal soil(the equipment that was being used was not the proper equipment, so I told them I disagree because with the proper equipment it would be able to be dug out, 2 days later a crew came out to dig the pool with the proper equipment (which I was told no one would have to pay anything because it was a different crew from the same company) at this point my fence was torn down to make room for the different equipment(I gave consent to take down the fence) when the crew was complete with the dig portion they left, leaving piles of dirt in my backyard as well as leaving a 13foot wide opening on the side of my house with no type of safety barrier to help protect, possibly a child or anyone from entering the back yard and possibly injuring themselves by falling in the excavation, and the dirt that was dug up from the excavation was dumped illegally at a parcel of land behind my address(should have been disposed of properly), at this point I called to speak with the construction manager and within the first 10 seconds of the conversation he told me that they did not need to build my pool because they have other pools to build, I tried to express my issues that I had been dealing with as well as the illegal dumping and he did not feel any of my issues were valid and then gave me an opportunity to cancel the contract, I spoke with my family and decided to accept his offer to cancel the contract and have another company finish the pool, during this time I had a personal family matter and needed my yard cleaned up so I hired someone to clean up the piles of dirt that were left, Shasta sent me a bill to which I responded I would gladly pay, minus the money I paid to have my yard cleaned up from there excavation, they did not accept, they are wanting me to pay the full invoice, and that is where we are standing at this point.Desired Settlement: I would like to have the invoice adjusted to the price minus what I paid to have my yard cleaned and I would very much like an apology.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am definately dissatisfied with the response, again the information that shasta has responed with is absolutely diffrent than what actually happened on the job site and what was explained to me face to face when shastas employees were at my property, but after speaking with my family we are wanting to put this Horrible experience with shasta pools behind us, we are willing to pay the invoice and end the contract if shasta will sign the permit over to us, I have spoken with [redacted] from Maricopa county and he stated thats all shasta would have to do, because the permit has already been paid for.

Regards,

Review: We had a resurfaced with there Shasta pebble instead of just plaster because it supposed to have a better warranty. A little over a year ago the step in the Shasta pebble cracked and the Shasta pebble was not covered as lead to believe and was charged 375.00 for the repair. The Shasta pebble is cracking on the stairs again although I was miss lead about the warranty I called them to repair it and now they want 2,400 to. Repair the say that's all labor not material. I would like th know where rates in a little over 1 year the increase by 6x there previous rate. I didn't even pay the much to resurface the whole pool. I would have had the same warrenty with plaster and would have been free because they are saying the only way it's covered totally is if the pool concrete is what is cracking underneath the Shasta pebble.Desired Settlement: I would like them to stand behind there Shasta pebble warrenty I was promised and repair my pool at no cost or at lease the same charge of previous charge. 375.00

Business

Response:

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]

We started our pool experience last February. The pool did not get built until July/August so there was some irritable feelings with them about that. But once they got started on our pool, there was someone there every day. They built the most awesome pool ever. I would recommend Shasta pools to my family, friends and strangers. They really are a step above other pool companies here in [redacted]!

Review: When we called for service on our equipment, we were advised that we did not have a warranty. We have tried to reach out over the phone only to be told again there is no warranty. We emailed Shasta, with no response, with pictures and old emails outlining all the issues we had with the construction of the pool. We also attached a voicemail from their own construction manager, [redacted], advising that they would good faith us the entire warranty, which they had previously offered to give us at 50% off.Desired Settlement: Honor the warranty as promised, as we have been replacing equipment at our own expense that should be covered under their warranty, so when a problem arises in the future we will be given the service that is owed to us.

Business

Response:

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On the original email and

voicemails, Shasta did offer to pay 50% of a lifetime warranty after delays in

construction and incorrect installation. However, after several more

months of problems (leaks in the pool, tile installed instead of stone causing

the entire pool back wall being demolished, light installed off-center so as

half the pool was not lit, etc.) they then called and left the voicemail

advising that they would honor the entire warranty. The “parameters” that

they refer to are just that the warranty would be for us only and not

transferrable if we were to move or sell. I would not of needed to pay

them for the 50%, as the Shasta Construction Manager [redacted] offered the

entire warranty for free. [redacted] was authorized to handle every aspect of

the pool, so why would he not be authorized to extend a warranty on faulty

construction. That appears to be an internal issue and not one that would

affect their consumers.

I attached some photos of some of the issues that warranted the lifetime warranty

offer.

Back wall tear out where

they installed tile instead of stacked stone

Stairs too small to step

on, so extra concrete added

Gap between spillway

from hot tub to pool causing significant erosion and leakage

Pink flagstone installed

on hot tub wall, where it should have been brown.

Thank you again for your time in listening to both sides of this matter.

Sincerely,

Regards,

Jean Quinlivan

Business

Response:

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,

Review: My wife and I had our pool and spa built with Shasta in February 2006. According to the paperwork, we have a lifetime warranty on our pool and spa. In early June, my wife and I noticed three (long and deep) cracks in our pebble tec above the water line. We contacted Shasta ([redacted]) about sending service personnel to repair the cracks. On July 11th, '[redacted]' arrived to our home to analyze the cracks. We never heard back from Shasta until we called a few days later (July 17th) to find out about getting the repair resolved. According to '[redacted]', repairs could not be done until after summer was over and the work order was still 'open' because '[redacted]' had not submitted any paperwork as of yet. Needless to say, we required a different repair on our pool (pool and spa light) on July 29th. That repair was not completed until August 12th. I called Shasta back on September 3rd to follow up on having the cracks in pebble tec repaired. That day, '[redacted]' advised that all of our warranties were voided due to something the 'technician' noted on the paperwork'. I asked what the technician wrote and was informed that because my Grandma didn't pay the trip fee when the technician was there, the technician noted that the home was rented. I informed [redacted] that we have always provided payment over the phone due to frequent traveling for work; this has never been an issue in the past. I advised her that my Grandma lives with my wife and I and did not have my credit card information on file. '[redacted]' stated that all warranties were voided and it could not be undone.Desired Settlement: I would like my entitled warranty back. My warranty should not have been voided because I was out of town on business and required a repair when I was not present.

Business

Response:

Dear Ms. [redacted]:Thank you for the information regarding the customer's concerns about the Lifetime Warranty. Unfortunately, this particular warranty was actually voided back in July of 2010 when it was documented that the owner had renters in the home. Shasta's contract clearly states in the Master Assurance Lifetime Warranty information that "Properties which are used for rental or commercial purposes are not covered by this warranty." We are attaching a copy of the page from that contract which was initialled by this customer at the time of purchase in February of 2006. Once the warranty is voided, it cannot be reinstated.Since the notation voiding the warranty in July of 2010, Shasta has responded to several service calls by the owner which were run at our normal "non-warranty" cash rates with notes of renters in our system as recent as January of 2013. The January service call resulted in the technician not getting paid due to the people in the home said they were renters and refused to pay the bill.Shasta Pools hopes the [redacted] will recognize our efforts to service all our customers by following our warranty and agreements fairly and contractually. We hope this information proves helpful and the matter can be considered resolved.Respectfully,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We were never informed in 2010 or at any time up until September 2013 that our warranty was voided or we would of disputed this concern sooner. When we have contacted Shasta for a service call in the past, we were informed that the service call rates of ($79.00 for the first 30 minutes and $27.50 every 15 minutes thereafter) were required with a service repair request; we never disputed this. When we needed a repair performed, Shasta had performed the repair without charge due to the part being covered under warranty or notified us that the part was not covered. This action contradicts Shasta stating that our warranty was voided in 2010.It was not until our recent repair request (probably because it is an expensive repair) we were informed that our warranty was voided due to a technicians notes on a work order in January of 2013. Again, we have never heard of anything being voided in 2010.Why can't our warranty be reinstated especially when the information Shasta documented is inaccurate? What documentation is needed to verify that we still reside at the property? Does Shasta want a copy of my Arizona Drivers License and my wife's Drivers License for proof? If so, we are more than willing to comply so we can have resolution to this matter.

Regards,

Business

Response:

Dear Ms. [redacted]:Thank you for the additional response from the customer regarding the Master Assurance Lifetime Warranty. Respectfully, this customer would have been aware of the change in charges by not paying a "deductible". Attached are copies of call information from our database displaying when the customer was advised of the "deductible" for the warranty and then when we advised "cash rates". You will also see in the notes that the warranty was shut off due to non payment in 2009 and then again after renters getting an orientation in 2010. Even in the event we did not include those instances, the call information from January 30, 2013 is extremely clear there were renters on the property as they stated it directly to our technician. Unfortunately, Shasta Pools maintains our position of the voided warranty. We hope this information proves helpful and the [redacted] can consider the matter closed.Respectfully,[redacted]