Stevenson Pools

called business (Joseph H***) to inquire about $balance statement, said he provided it to consumer a while ago, asked him to email me a copy

[redacted] , This is not a customer of oursHe should direct his complaint to [redacted] *** Thank you, Jill R [redacted] Stevenson Pools

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I accept the invoice stating I now have a zero balance on my account Thank youI maintain there was a promise to provide "the first open and close" service as part of the purchase of the pool by the owner Doug S*** Unfortunately I don't believe we will be able to get past this
Regards,
*** ***

We are very sorry for the delay in completion of the fence at Mr***'s residence Our contractor was out Tuesday, August and completed what he could of the repair Two parts for the gate are on order and job will be completed the week of August
Thank
you,Jill R***
Stevenson Pools

Dear *** ***,In response to a letter I received from your organization Friday June 6, regarding case ID ***The above complaint states that *** *** has an outstanding balance of I am very familiar with this customer and he does not have an outstanding
balance with my companyHe currently has a Zero balance and has had a Zero balance with Stevenson Pools since July 22, 2013.During the construction process of the pool there were a few issues that did arise and that we had to discuss and take care of along the wayOn July 17th, ** *** did write and post a review that was not completely true or favorable on *** ***The owner, Doug S***, did end up making a visit to meet and discuss the comments from the review in hopes of not only pleasing the customer but to retain him as a happy customer as wellThey discussed the issues and worked out a few things and at the request of *** *** agreed to give him a credit of 500.00, which was his final payment owed along with a credit of for a change order that was being disputed as wellIn agreement with *** *** that he would remove his comments from his post on *** ***On July 18th I received an email from *** *** stating that he had removed the post completely from *** ***I was out of town for a few days that also overlapped with *** *** being out of town as well before I was made aware of the situation completely but did in fact email a statement to *** *** showing a Zero balance on August 2nd This statement showed a complete list of all of his invoices, payments and credits reflecting a zero balance as of that dateOn September 27th *** *** called to schedule his pool closing for the seasonWe scheduled that for the 17th of October and did not charge him for the closing*** *** states in his complaint that in his contract it states that he was to get a complimentary free closing and opening, however that is not in his contract and I can provide a copy of that contract if necessaryIf he happens to have something else that states otherwise and can provide me with that I will be happy to further discuss that with himOn March 10, *** *** called to schedule his pool opening and was told that we would not schedule his pool opening because his account was on holdAt this time we told him that because chose to re-post his review on *** ***, which went against what was agreed the fall, we have chosen not to extend our services to him until he met the agreement to remove the posting from *** ***, I emailed the customer on March 12th 2014 to say:
"*** ***, I have your account on hold, which doesn’t allow any service calls to be scheduledAs of this point your account will stay on hold and no services allowed because you chose to re-post your review to *** *** after it was agreed on between you and the owner that it would be resoved after we credit your account to reflect a zero balance, which we did provide on August 2nd With that said, I never want to lose a customer or make a customer feel in any way they can never count on us for service or supportI believe we can still have a great business relationship and would love the opportunity t? ???tinu? offering our services, however until that review is removed, as agreed, we will not allow any services to be scheduled or performed."
*** *** also states that he has a “Lifetime Warranty” which he believes we are not backing because we are restricting servicesThis statement “Lifetime Warrarity” is also described in his contract and does not apply to the entire pool and/or componentsIt only applies to the pool shell onlyThe actual gunite poolshell does carry a “Lifetime Warranty” but only the shell and Stevenson Pools will always stand behind that statementAll other aspects and components of the pool carry a full one year warranty from the date of staunless otherwise noted specifically if any pumps, filters, etc have additional coverage from the manufacturer themselves*** ***’s pool was started up, and therefore the first day of his warranty period, was May 2nd and further expired May 2nd 2014, I am attaching a statement dated August 2nd showing a zero balance as well as a current statement dated June 6th showing the same zero balanceIn closing, I have no intention of removing the “hold status” from *** ***'s account until he holds up his part of the agreement and remove the review from *** ***I feel he is using the internet and *** *** as a bullying tactic to try to play different people in the company against each other and the negative reviews to exaggerate the issues and truthsThe customer is also asking for a free pool closing this fall to make up him having to pay another company this spring to open the poolI will not provide a free closing because there was never a stipulation that included a free pool opening in the springIf you have any questions please feel free to me at the office, ***.Regards,
Joseph H
Stevenson Pool
General Manager

June 11, 2015Dear *** ***,Upon receiving the initial complaint about the plaster yellowing we immediately respondedWe checked their water test results and noticed they had not tested their water since late AugustImproper water chemistry is absolutely what caused the yellowing of the
surfaceIn good faith, we stood behind our product and drained the pool, acid cleaned the surface and returned it to the original bright white colorThis was not something we had to do considering their failure to keep the water chemistry intactAs I said, we cleaned the pool and left it up to the customer to refill and balance the water once againThe customer did refill the pool at their expenseThey could have filled using their well as many customers do but they opted to pay for the waterThis was completely the Jones' choiceOnce the pool was filled they tested the water on occasion and winterized the poolBalancing the pool water was never the responsibility of Stevenson PoolsThis is always the customer's responsibilityThe customer failed to test the water once the pool was winterized and opened the pool to another water chemistry issueThis time it was a scale buion the surfaceFor a second time in good faith we gave the customers the chemicals and equipment to resolve this issueIn closing, I feel we have gone above and beyond to attempt to keep the Jones' happy.Warm Regards,Douglas ** S*** President Stevenson Pools

[redacted],
This is not a customer of ours. He should direct his complaint to [redacted]. 
Thank you,
Jill R[redacted]
Stevenson Pools

So very disappointed, Our family purchase a Stevenson's Pool when moved into our home in 2005. Every year since that purchase we have had nothing but trouble. As a owner you expect little things to go wrong but this had been the biggest mistake we have ever made. The first year we lost our jets. Every year we loose tiles and have to have them replaced. This year I was informed that the company had been sold over the winter. As a consumer you would assume that the would try to improve on what was wrong with the previous company. Not the case our service or lack there of has truly pushed me to my limits. I have contacted them OVER 7 time to come out and once again fix my tile and open my pool. for over a month I have spoken to 3 different people including the new owner and was told that my pool would be repaired. As of the date of this Review I have still not had my pool repaired or opened!! I've been kindly told many times that my pool would be taken care of , but no matter how kind you are it still comes down to your product and service or lack there of.

called business (Joseph H[redacted]) to inquire about $0.00 balance statement, said he provided it to consumer a while ago, asked him to email me a copy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 
Dear [redacted],
Stevenson Pools has never forwarded a statement that indicated I have a 'zero balance'.  I am attaching the last invoice I have ever received from them.  I would appreciate a copy of the invoice that states I have a zero balance for my records.  Additionally, the quote of an email dated March 12th, 2014 Stevenson Pools sent me was not correctly stated as the actual email.  In that email Stevenson Pools stated I owed "around 250".  That entire email of that date is included below:
From: Joe <[redacted]>Date: Wed, Mar 12, 2014 at 12:21 PMSubject: pool opening??To: [redacted] forwarded me your voicemail because I have your account on hold, which doesn’t allow him to schedule anything. As of this point your account will stay on hold and no services allowed because you re-posted to [redacted] what was agreed between you and [redacted] that you would delete. I did our part and applied credits to zero the account balance, however I did not agree on completely crediting everything to bring your account to a zero balance because you and I specifically talked about paying the difference in cost ONLY for the added capability for you to add the i-aqualink and therefore that was what you ended up owing after all was said and done, around 250.00.
 
With that said, I never want to lose a customer or make them feel in any way they can never count on us for service or support. I believe we can still have a great business relationship and would love the opportunity to continue offering our services but until that review is removed, like agreed on, I will not allow Kenny to schedule anything further.
 
Joe
Stevenson Pools
[redacted]
Again, I simply request an invoice stating that I have a current zero balance.  The latest statement that I have to date is dated 7/27/2013 and it indicates a balance of $592.64.  
Regarding [redacted], I did not "exaggerate the issues and  truths"  I stated in the posting on [redacted] nor I am using that forum "as a bullying tactic".  At this point I recognize this business relationship has been strained and  unfortunately is unrecoverable. 
Regards,
[redacted]

Review: On 3/2/2013 I signed a contract with Stevenson Pools for the construction of an in-ground swimming pool. (This purchase included the initial fall closing of the pool and spring opening of the pool to be performed by Stevenson Pools.) The pool was mostly completed sometime around late May 2013. On July 17th I posted a review of my experiences on [redacted]. Due to the review, the Owner of Stevenson Pools (Doug S[redacted]) and I met on July 19th and discussed the review. The agreement made between Doug and I was, in consideration of my experiences with the construction of the pool, he would eliminate any outstanding balance on my account and in return, I would remove the posting from [redacted]. He would follow-up with an email or letter confirming my zero balance on my account. I removed the posting from [redacted] that day (July 19th).

After numerous emails requesting a letter or statement stating the zero balance as was agreed, I receive a final invoice stating I owe $592.64. After questioning the stated balance, the General Manager stated he "did not agree with crediting everything to bring your account to a zero balance". Considering the agreement with the company owner was to provide a zero balance, and the GM was now refusing to honor that agreement, I re-posted my review on [redacted].

Later in the fall of 2013, as requested, Stevenson Pools did come out and perform the initial winter closing on the pool as was included in the contract.

On March 10, 2014 I called Stevenson Pools to schedule the spring opening of the pool per the contract. On March 12th I recieve an email stating that since I re-posted my review on [redacted], the General Manager has "placed your account on hold" and "As of this point your account will stay on hold and no services will be allowed because you re-posted to [redacted]". He also stated I still owed "around $250".

My concern is, my pool comes with a "Lifetime Warranty" and now with the refusal of Stevenson Pools to perform any services on my pool until I remove my review of them on [redacted], I have a pool that I cannot obtain any needed warranty work or my spring start-up.Desired Settlement: Request a billing statement stating I have a zero balance (as was agreed), fully reinstate my warranty and remove my account from a "hold" status due to this issue. And considering I already had to pay someone to open my pool for the season, provide a fall pool closing this fall.

Business

Response:

Dear [redacted],In response to a letter I received from your organization Friday June 6, 2014 regarding case ID [redacted]. The above complaint states that [redacted] has an outstanding balance of 592.64. I am very familiar with this customer and he does not have an outstanding balance with my company. He currently has a Zero balance and has had a Zero balance with Stevenson Pools since July 22, 2013.During the construction process of the pool there were a few issues that did arise and that we had to discuss and take care of along the way. On July 17th, 2013 [redacted] did write and post a review that was not completely true or favorable on [redacted]. The owner, Doug S[redacted], did end up making a visit to meet and discuss the comments from the review in hopes of not only pleasing the customer but to retain him as a happy customer as well. They discussed the issues and worked out a few things and at the request of [redacted] agreed to give him a credit of 500.00, which was his final payment owed along with a credit of 250.00 for a change order that was being disputed as well. In agreement with [redacted] that he would remove his comments from his post on [redacted]. On July 18th I received an email from [redacted] stating that he had removed the post completely from [redacted]. I was out of town for a few days that also overlapped with [redacted] being out of town as well before I was made aware of the situation completely but did in fact email a statement to [redacted] showing a Zero balance on August 2nd 2013. This statement showed a complete list of all of his invoices, payments and credits reflecting a zero balance as of that date. On September 27th 2013 [redacted] called to schedule his pool closing for the season. We scheduled that for the 17th of October and did not charge him for the closing. [redacted] states in his complaint that in his contract it states that he was to get a complimentary free closing and opening, however that is not in his contract and I can provide a copy of that contract if necessary. If he happens to have something else that states otherwise and can provide me with that I will be happy to further discuss that with him. On March 10, 2014 [redacted] called to schedule his pool opening and was told that we would not schedule his pool opening because his account was on hold. At this time we told him that because chose to re-post his review on [redacted], which went against what was agreed the fall, we have chosen not to extend our services to him until he met the agreement to remove the posting from [redacted], I emailed the customer on March 12th 2014 to say:"[redacted], I have your account on hold, which doesn’t allow any service calls to be scheduled. As of this point your account will stay on hold and no services allowed because you chose to re-post your review to [redacted] after it was agreed on between you and the owner that it would be resoved after we credit your account to reflect a zero balance, which we did provide on August 2nd 2013. With that said, I never want to lose a customer or make a customer feel in any way they can never count on us for service or support. I believe we can still have a great business relationship and would love the opportunity t? ???tinu? offering our services, however until that review is removed, as agreed, we will not allow any services to be scheduled or performed."[redacted] also states that he has a “Lifetime Warranty” which he believes we are not backing because we are restricting services. This statement “Lifetime Warrarity” is also described in his contract and does not apply to the entire pool and/or components. It only applies to the pool shell only. The actual gunite poolshell does carry a “Lifetime Warranty” but only the shell and Stevenson Pools will always stand behind that statement. All other aspects and components of the pool carry a full one year warranty from the date of start-up unless otherwise noted specifically if any pumps, filters, etc have additional coverage from the manufacturer themselves. [redacted]’s pool was started up, and therefore the first day of his warranty period, was May 2nd 2013 and further expired May 2nd 2014, I am attaching a statement dated August 2nd 2013 showing a zero balance as well as a current statement dated June 6th 2014 showing the same zero balance.In closing, I have no intention of removing the “hold status” from [redacted]'s account until he holds up his part of the agreement and remove the review from [redacted]. I feel he is using the internet and [redacted] as a bullying tactic to try to play different people in the company against each other and the negative reviews to exaggerate the issues and truths. The customer is also asking for a free pool closing this fall to make up him having to pay another company this spring to open the pool. I will not provide a free closing because there was never a stipulation that included a free pool opening in the spring.If you have any questions please feel free to me at the office, [redacted].Regards,Joseph HStevenson PoolGeneral Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

So very disappointed, Our family purchase a Stevenson's Pool when moved into our home in 2005. Every year since that purchase we have had nothing but trouble. As a owner you expect little things to go wrong but this had been the biggest mistake we have ever made. The first year we lost our jets. Every year we loose tiles and have to have them replaced. This year I was informed that the company had been sold over the winter. As a consumer you would assume that the would try to improve on what was wrong with the previous company. Not the case our service or lack there of has truly pushed me to my limits. I have contacted them OVER 7 time to come out and once again fix my tile and open my pool. for over a month I have spoken to 3 different people including the new owner and was told that my pool would be repaired. As of the date of this Review I have still not had my pool repaired or opened!! I've been kindly told many times that my pool would be taken care of , but no matter how kind you are it still comes down to your product and service or lack there of.