Sparkle Pool Service

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 and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I went to the Revdex.com without calling the field supervisor due to being told I should not make a complaint to the Revdex.com because it wouldn't help anyone bc if it wasn't settled they would not want me as a customer this was told to me by the field supervisor the vermiculite issue was not explained to me by sparkle when I booked installation and I was not mailed a copy of my contract in advance I called and left a message to go over installation and sent an email bc that is what is told to do on the voicemail I never received correspondence from the email (I have all of this saved and stored)I was never told debris would not be removed when I booked this job nor is the information on the website when I told the office rep this she said she just started hearing of this and that they never tell this to their customers in advance I believe it was [redacted] that told me this bc I was so upset by the way my yard was left the office mom told me I should have offered the guys fifty dollars to clean the debris so when they came back to my yard later that night I offered them money to bag the debris and to out it on my curb the bags were left so heavy that the town wouldn't take them so we had to drag back to house and re-bag so more time and money was wasted I would not have told sparkle I was using vermiculite bc I don't even know what that is nothing was reviewed with me in advance I am a first time pool purchaser and would never experience this experience I had with any job that has been done at my house In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Ok, I will respond to the complaints in order that they were writtenI am not 100% sure about original emailI am very good about returning emails with urgent issues as that is what it is there for, customers are not told to email to go over their install but I would be happy to do thatI am not
sure if she got a response from me on this matter but like I said, I will always respond to any questions askedWe send out an installation confirmation about a week prior to installation and the customers are told by *** * and Sparkle that they can call either company with any concerns*** * also goes over the installation process with themAs far as the difference in price, she had left out a very important part that either she got a credit or had never purchased a base for her pool from *** *Vermiculite based installations are to purchase vermiculite from *** * and is delivered with the pool so that it is there the day o f installWe had been told it was a vermiculite installation by the customer when she set up her installationAt the time of my installers arrival, there was no vermiculite and they offered to do the install by offering an alternate base which is sand and does not require vermiculiteThis is something that they would go over with the customer before the job is started and would be added to the contract as well before the job is startedJustin our foreman on the job had to call for a sand delivery to be madeThe delivery, materials and labor were the extra chargesAS far as the debris and grass left in the yard, that is also something that Sparkle and *** * go over with the customer at the time of pool purchase and booking of installationWe do not just add extra charges to take debris away or have dumpsters delivered on site** *** was home at the completion of the job, he told our installers that this was not his project and that he didn't care but was happy with the job*** *** came home after our installers were on another job siteUpon finding out about her unhappiness our installers went back the same day and did not leave until she said she was happyShe had them bag grass and put it out to street, which is something we do not do as part of an installation and did not charge anything for any of her requestsThey hosed of the patio and were told by *** *** that she was very happyThe installers reached out to me and told me they fixed the situation and were able to make her happy and leaveWhen I told them of this letter they honestly were baffledI myself have not heard anything from *** *** after this incidentMy field supervisor even gave her his cell phone number if any further issuesI never just ignored the problem, We went back the same day and did not let my guys leave until all was the way she wanted itI cant really address the hearsay, and the things she accused the office of saying to he rI just went right to the point and got the guys back and tried to do everything I can to make her happyIf she was still unhappy, I do not know why she did not call my field supervisor back before writing to Revdex.com? He had told her he was going to be helpfulSo at this point I am unsure of exactly what to do in this situationI never knew there was still an issueIm sure she has pictures of what it looked like before they came back, we believed her and respected that she was upsetOnce again, Im shocked how bad she speaks of our companyThey were told not to leave until she is satisfied! That really is the truthFor years, we have never taken dirt or grass off of siteIt is something that can be reused in yard as we cut it up with a sodcutter to make it even easier to reuse if they wishRemoving yard materials can be very costly on homeowner so we put it in our contract and go over this before customer signs as wellAgain, I never run from a problem, I just need to be told that there is one and I will handle itPlease let me know if there is anything else you would like to see from us regarding this matter? I dont know why she told my foreman that she was very pleased?

Since I last responded, I have reached out to ** *** and scheduled an apptwe went out on Friday to patch the liner from the front and the backMy field supervisor checked with ** *** to see if this was ok before he leftEverything seems to be fine

This was a total miscommunication. [redacted] bought his liner online to my understanding. We have heard of a lot of problems with online liners. We tried to explain to [redacted], that he should contact the place he bought the liner for help. That did not mean that we won't help also. It just simply...

meant that we thought that the liner should be covered through the seller of the materials. We did not notice any tear but a lot of times you can't tell until the water pressure pulls it apart. There are no tools used to hang the liner at that point, just bare hands and a soft plastic. He obviously did not get the answer he wanted from the online company. I never said I would not patch it for him. We just tried to get him to raise a fuss so they would give him a new liner. The company I deal with here on the island would give the customer a new liner if there was a hole in it out of the box. 100% of the time. I will gladly patch this for him ! Just want him to understand what I was trying to do. It is above the water line so he was not even losing water, I was not dragging my feet on this. I just knew he had time to get this settled if he wanted to put the calls in to them. I assume they offered him nothing? Again, I would be more than happy to even pull the liner back and patch from behind so it is unlikely a patch would ever fall off and also be a lot harder to see. It will look worlds better. He can contact me and I will set this up to take care of this asap!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This response has nothing to do with a reality of this issue. All I was asking for that someone from Sparkle comes and patches this hole. I called an numerous number of times and spoke to the office ladies requesting that an owner calls me to discuss my concern. Nobody ever called me back.Also, your message states that installation is done with "bare hands and soft plastic." However, I personally saw the installers using utility knife and screwdriver while taking off/re-installing top panels and a skimmer. This hole is in direct vicinity of a skimmer and that is when the damage was done (while installing the skimmer.)I am attaching pictures to demonstrate that the shape and location of this hole has nothing to do with water pressure. One of the photos shows wrinkles that are definitely are installer's fault.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I went to the Revdex.com without calling the field supervisor due to being told I should not make a complaint to the Revdex.com because it wouldn't help anyone bc if it wasn't settled they would not want me as a customer  this was told to me by the field supervisor  the vermiculite issue was not explained to me by sparkle when I booked installation and I was not mailed a copy of my contract in advance  I called and left a message to go over installation and sent an email bc that is what is told to do on the voicemail  I never received correspondence from the email (I have all of this saved and stored). I was never told debris would not be removed when I booked this job nor is the information on the website  when I told the office rep this she said she just started hearing of this and that they never tell this to their customers in advance  I believe it was [redacted] that told me this bc I was so upset by the way my yard was left  the office mom told me I should have offered the guys fifty dollars to clean the debris so when they came back to my yard later that night I offered them money to bag the debris and to out it on my curb  the bags were left so heavy that the town wouldn't take them so we had to drag back to house and re-bag so more time and money was wasted  I would not have told sparkle I was using vermiculite bc I don't even know what that is  nothing was reviewed with me in advance  I am a first time pool purchaser and would never experience this experience I had with any job that has been done at my house
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Called to schedule pool installation about a month in advance. A few days prior to installation emailed company (bc this is what is told to do on their voicemail if it is urgent) to go over everything, see if I had to prep anything, and to confirm time the crew would be arriving. I received no response. Day of pool above the ground pool installation, pool was installed. Dirt:grass was left in very large pile in yard and boxes of garbage were not even gathered or broken up but piled (I have pictures), and my brand new patio had fort all over it. They also quoted me at $495.00 plus tax over the phone and on day of installation we owed a little over 400 more bc they didn't explain to me that that was for a different set up and that I needed sand. This is another example of why I wanted to talk to them upfront and why I don't understand why they don't email or send a contract to you in advance describing the service that will be rendered and the price and what's included or not. My husband had back surgery two years ago and I have [redacted] from [redacted] and I look for companies who do start to finish jobs. I had no idea that the debris bagging and/or removal and yard cleanup was not included. Yes it was in contract when they handed it to my husband five minutes before installation but never advised verbally when job was booked and is not on website. When I called for help in office, the first woman I spoke with, Lisa, was nice and I was told the crew would come back and hose the patio down but that was the only resolution. I requested a call from an [redacted] so that I could find out what happened and was called back by the oener's mother. She explained to me (while talking over me and not listening) that the contract we had received and signed when the crew came explained that there was no debris removal. We never received this information upfront and never was emailed a contract wot sent this information prior. She proceeded to tell me that I should have offered the crew guys an extra $50.00 at time of installation and they would have bagged the dirt and broken up the garbage. At this point my patio was also still filthy. She stayed on the phone for a while with no resolution and she continued to talk AT me without listening to my issue and the other people in the office laughed. she told me they had been doing this for 45 years and never heard a complaint like mine and that if a customer was unhappy her son likes to hear about it right away, I asked her if he had heard about my horrible experience throughout the day, she said no it just happened today! I requested that her son call me since we were getting nowhere! About half an hour later the field supervisor called. He was nice and didn't make me feel like an it like she had and offered to have the crew sent back over. I also advised the field supervisor that I would be making a complaint with the Revdex.com and he told me that the company was rated very high wi the Revdex.com and that if I did make a complaint nobody wins bc if something goes wrong with my pool sparkle pool may not want to deal with me as a customer. The crew came back over and said we were sent to make sure you are happy. I offered them money to clean up since that's what the mom in the office advised me to do. They bagged all of the dirt and put it at curb for me. However the bags were so heavy that my town wouldn't take it and we had to redo the whole thing so I wasted more money and time for nothing. this was the worst experience I have ever had with a company that has done work at my house.Desired Settlement: Refund

Business

Response:

Ok, I will respond to the complaints in order that they were written. I am not 100% sure about original email. I am very good about returning emails with urgent issues as that is what it is there for, customers are not told to email to go over their install but I would be happy to do that. I am not sure if she got a response from me on this matter but like I said, I will always respond to any questions asked. We send out an installation confirmation about a week prior to installation and the customers are told by [redacted] and Sparkle that they can call either company with any concerns. [redacted] also goes over the installation process with them. As far as the difference in price, she had left out a very important part that either she got a credit or had never purchased a base for her pool from [redacted]. Vermiculite based installations are to purchase vermiculite from [redacted] and is delivered with the pool so that it is there the day o f install. We had been told it was a vermiculite installation by the customer when she set up her installation. At the time of my installers arrival, there was no vermiculite and they offered to do the install by offering an alternate base which is sand and does not require vermiculite. This is something that they would go over with the customer before the job is started and would be added to the contract as well before the job is started. Justin our foreman on the job had to call for a sand delivery to be made. The delivery, materials and labor were the extra charges. AS far as the debris and grass left in the yard, that is also something that Sparkle and [redacted] go over with the customer at the time of pool purchase and booking of installation. We do not just add extra charges to take debris away or have dumpsters delivered on site. [redacted] was home at the completion of the job, he told our installers that this was not his project and that he didn't care but was happy with the job. [redacted] came home after our installers were on another job site. Upon finding out about her unhappiness our installers went back the same day and did not leave until she said she was happy. She had them bag grass and put it out to street, which is something we do not do as part of an installation and did not charge anything for any of her requests. They hosed of the patio and were told by [redacted] that she was very happy. The installers reached out to me and told me they fixed the situation and were able to make her happy and leave. When I told them of this letter they honestly were baffled. I myself have not heard anything from [redacted] after this incident. My field supervisor even gave her his cell phone number if any further issues. I never just ignored the problem, We went back the same day and did not let my guys leave until all was the way she wanted it. I cant really address the hearsay, and the things she accused the office of saying to he r. I just went right to the point and got the guys back and tried to do everything I can to make her happy. If she was still unhappy, I do not know why she did not call my field supervisor back before writing to Revdex.com? He had told her he was going to be helpful. So at this point I am unsure of exactly what to do in this situation. I never knew there was still an issue. Im sure she has pictures of what it looked like before they came back, we believed her and respected that she was upset. Once again, Im shocked how bad she speaks of our company. They were told not to leave until she is satisfied! That really is the truth. For 40 years, we have never taken dirt or grass off of site. It is something that can be reused in yard as we cut it up with a sodcutter to make it even easier to reuse if they wish. Removing yard materials can be very costly on homeowner so we put it in our contract and go over this before customer signs as well. Again, I never run from a problem, I just need to be told that there is one and I will handle it. Please let me know if there is anything else you would like to see from us regarding this matter? I dont know why she told my foreman that she was very pleased?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I went to the Revdex.com without calling the field supervisor due to being told I should not make a complaint to the Revdex.com because it wouldn't help anyone bc if it wasn't settled they would not want me as a customer this was told to me by the field supervisor the vermiculite issue was not explained to me by sparkle when I booked installation and I was not mailed a copy of my contract in advance I called and left a message to go over installation and sent an email bc that is what is told to do on the voicemail I never received correspondence from the email (I have all of this saved and stored). I was never told debris would not be removed when I booked this job nor is the information on the website when I told the office rep this she said she just started hearing of this and that they never tell this to their customers in advance I believe it was [redacted] that told me this bc I was so upset by the way my yard was left the office mom told me I should have offered the guys fifty dollars to clean the debris so when they came back to my yard later that night I offered them money to bag the debris and to out it on my curb the bags were left so heavy that the town wouldn't take them so we had to drag back to house and re-bag so more time and money was wasted I would not have told sparkle I was using vermiculite bc I don't even know what that is nothing was reviewed with me in advance I am a first time pool purchaser and would never experience this experience I had with any job that has been done at my house

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This contractor installed a replacement liner in my above ground pool on 7/**/15. A week later (we were out of town for a week) I started to use my pool and found out that there is a hole in a newly installed liner which could not be seen from the outside of the pool since this hole is right under the top railing of the pool. I called the company asking to patch it and was told that "liner was sold to me like that or maybe I am the one who made that hole in it." However, if the hole was there at the time of installation the installer would see it for sure and according the lady in the office "[redacted]." Secondly, nobody went into the pool and could not possibly damage the liner at that location. I did not ask for a refund although it was a pretty big investment for us (roughly around a $1,000 including the liner and installation cost) but rather for someone to come and patch that hole. I called a few times and asked to deliver my request to the owner of Sparkle Pool Service. Never received any calls back from anyone.Desired Settlement: Sparkle is responsible for, at least, repairing the liner that was damaged during the installation. All I am asking for is that someone come and patch that hole.

Thank you.

Business

Response:

This was a total miscommunication. [redacted] bought his liner online to my understanding. We have heard of a lot of problems with online liners. We tried to explain to [redacted], that he should contact the place he bought the liner for help. That did not mean that we won't help also. It just simply meant that we thought that the liner should be covered through the seller of the materials. We did not notice any tear but a lot of times you can't tell until the water pressure pulls it apart. There are no tools used to hang the liner at that point, just bare hands and a soft plastic. He obviously did not get the answer he wanted from the online company. I never said I would not patch it for him. We just tried to get him to raise a fuss so they would give him a new liner. The company I deal with here on the island would give the customer a new liner if there was a hole in it out of the box. 100% of the time. I will gladly patch this for him ! Just want him to understand what I was trying to do. It is above the water line so he was not even losing water, I was not dragging my feet on this. I just knew he had time to get this settled if he wanted to put the calls in to them. I assume they offered him nothing? Again, I would be more than happy to even pull the liner back and patch from behind so it is unlikely a patch would ever fall off and also be a lot harder to see. It will look worlds better. He can contact me and I will set this up to take care of this asap!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This response has nothing to do with a reality of this issue. All I was asking for that someone from Sparkle comes and patches this hole. I called an numerous number of times and spoke to the office ladies requesting that an owner calls me to discuss my concern. Nobody ever called me back.Also, your message states that installation is done with "bare hands and soft plastic." However, I personally saw the installers using utility knife and screwdriver while taking off/re-installing top panels and a skimmer. This hole is in direct vicinity of a skimmer and that is when the damage was done (while installing the skimmer.)I am attaching pictures to demonstrate that the shape and location of this hole has nothing to do with water pressure. One of the photos shows wrinkles that are definitely are installer's fault.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Since I last responded, I have reached out to [redacted] and scheduled an appt. we went out on Friday to patch the liner from the front and the back. My field supervisor checked with [redacted] to see if this was ok before he left. Everything seems to be fine.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,