Super Splasher Acquatics

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:There are several inaccuracies and omissions in the vendors response.Noelle initially blamed my not being there for them not having enough time to vacuumFirst of all, I watched for them for hours, before giving up on their showing up—a more than reasonable amount of timeI had also asked that they call my cell phone upon arrival, which they did not doRather than immediately telling me about the electrical issue (which I resolved in less than minutes) Bill wasted more than minutes complaining to me about his boss, before informing meHe also told me that the reason they were late is because their boss overbooked them, and that the explicitly stated that weather had nothing to do with it.I also spent close to minutes with them before going inside, asked if they needed anything else from me, and I monitored the back door until after they leftNo one came to the door at any timeEven if they had tried the back door and had no response, they could have called my cell phone.They pointed out a SNAKE SKIN behind the filter (about 8’ away from the pool) but no mention was made of a snake in the poolI certainly did not see any evidence of a snake while I was out there with them.I believe there is a serious communication problem here between boss and employee.\ Also, what is stated on their web site is irrelevantI never visited—nor knew there was any reason to visit—their web site.I did not request deck cleaning or skimming—I can do that myselfI emphasized at least times that I ONLY WANTED THE SERVICE if they would vacuum the poolHad they come back out and done that I would be more than happy to pay the full $ Regards, [redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:There are several inaccuracies and
omissions in the vendors response.Noelle initially blamed my not being
there for them not having enough time to vacuum. First of all, I
watched for them for 3 hours, before giving up on their showing up—a
more than reasonable amount of time. I had also asked that they call
my cell phone upon arrival, which they did not do. Rather than
immediately telling me about the electrical issue (which I resolved
in less than 10 minutes) Bill wasted more than 15 minutes complaining
to me about his boss, before informing me. He also told me that the
reason they were late is because their boss overbooked them, and that
the explicitly stated that weather had nothing to do with it.I also spent close to 30 minutes with
them before going inside, asked if they needed anything else from me,
and I monitored the back door until after they left. No one came to
the door at any time. Even if they had tried the back door and had
no response, they could have called my cell phone.They pointed out a SNAKE SKIN behind
the filter (about 8’ away from the pool) but no mention was made of
a snake in the pool. I certainly did not see any evidence of a snake
while I was out there with them.I believe there is a serious
communication problem here between boss and employee.\ Also, what is stated on their web site
is irrelevant. I never visited—nor knew there was any reason to
visit—their web site.I did not request deck cleaning or
skimming—I can do that myself. I emphasized at least 3 times that
I ONLY WANTED THE SERVICE if they would vacuum the pool. Had
they come back out and done that I would be more than happy to pay
the full $150.
Regards,
[redacted]

To Whom it May Concern;I'm writing this letter in response to a complaint by [redacted], dated June 23, 2016 ID [redacted]. [redacted] first requested the services of Super Splasher Aquatics in 2015 when he was having issues with his pool. His niece is a old friend of my husband, Luke C[redacted]....

Luke was involved with the service side of SSA so he happily called [redacted] to see if he could help. [redacted] sought out our advice on several occasions and Luke was obliged each time to help. When the "over the phone' troubleshooting did not help, [redacted] called Luke to help further. Luke went to [redacted] mom's house to troubleshoot the problem himself and found the pump impeller clogged. Luke freed the impeller and this was all done free of charge. While I know that has no reflection on the services [redacted] speaks of this year, it does speak to the type of business owners my husband and I are.Earlier this spring, as a routine order of business, I reach out to all the residential clients we have ever serviced and asked if they'd like us to open their pool. In [redacted] case, he did call us and at first he seemed a little confused as to why we were calling him. I explained that although we had never opened his pool before, last year we did close it so naturally I was reaching out to see if opening was also something he wanted done. The initial contact was over the phone so unfortunately there is no paper trail with what he wanted but I did tell him that our base package for residential services (http://www.supersplasheraquatics.com/residential-services) was $150.00 and that included re-assemble filter, reconnect pump and Filter/Pump Start up. I also told him that as a favor we would include an initial vacuuming. It is assumed that all residential clients have their own equipment and it's stated on our website that if they don't they need to specify this to us prior to our appointment. The appointment was set up for 1:00pm on May 6, 2017.At 1:54pm on Saturday the 6th I received an email from [redacted] (see attached) asking if we were still coming. The tech hadn't shown up yet. I told him that we were out of town in the mountains and my cell service wasn't the best but that I'd try to reach the tech. It was very rainy that day and I expressed that it was probably the weather. The tech arrived just after 4:30pm that day and was held up at a previous job due to the weather. I apologized to [redacted] that no one had contacted him and he stated he understood.Once the tech arrived, he knocked on the door. [redacted]'s mom answered and said that he was not there and that she would call him and get him home. Bill, our service tech stated that it took about 10 minutes for him to arrive home from that time. Once he was there, Bill went to turn on the power, it didn't come on. Bill claims [redacted] got on his phone, went into his home and then another 15-20 minutes later the power was on. [redacted] then went inside. Bill proceeded to get the pool opened and started cleaning the deck and debris from the pool. He also had to fish out a snake which he was uncomfortable with but did anyway (which took additional time). When it was time to vacuum, Bill stated that no vacuum or hose could be found. He searched the immediate premises and then Bill's wife (who came along to help him) went to knock on the door. She claims that she did this on three different occasions but no one answered. She even entered the screened-in area of the house to knock on the interior door and look inside but no one came to the door. Bill continued to clean and skim the pool and remove as much debris at he could. He said that he did what he could for another hour and then left (if you look at the emails, [redacted] emailed me at 7:30pm to tell me them they had left but that he didn't think the pool was vacuumed). While his claim that the pool was not vacuumed is correct, his claim that they staff was there for under an hour is not. They were there for an hour and a half hours and they did what they could do without the equipment they needed. Furthermore, I'd like to state again that our base package does NOT include deck cleaning or skimming and both were done at no additional charge.I would also like to mention that we offered to return free of charge to vacuum the pool and [redacted] chose to ignore the offer. In the final correspondence [redacted] says that he will send the invoice to his mother for payment, agreeing to the services at hand.I have enclosed a copy of the email thread along with statements for Bill C[redacted] and his wife, Delta C[redacted].SSA has been a reputable company in the area for the last 8 years. We have worked with countless residential and commercial clients and this is the first time we've ever had anyone complain that our services didn't meet their standard. For this, and all reasons above, I will be seeking the full amount of $150.00 for our services. Thank you, Noelle C[redacted]Owner