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:
As you can see from Sweeney's response, they do not have any documentation to support what they are saying. They continue to say they were only working with my husband but I am the one who signed all the invoices approving the work to be done. As you can see from the last invoice they did not fix the problem and that is why they did not charge us. I have provided the invoices showing there was only 1 leak, text messages between Craig and my husband, phone records of all the times we called, and my email correspondences trying to fix the situation.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We were contracted to fix a leak at the [redacted] residents. Our technician, Craig, went to the house and diagnosed the issue right in front of the customer and both parties agreed upon the work getting done. The customer was made clearly aware that there might be several issues with the spa...
and that the first option was a great start. Many times, especially in the case of a spa, there are multiple leaks due to the fact that there are many different plumbing lines under the ground as well as running water through the masonry work. This is a process and sometimes takes multiple visits to fix all the issues. During this whole process, the homeowner Tom, was outside and approved all of the work getting done. After the first repair the customer still complained that that there spa was still leaking however the amount decreased. We have a tape recording of [redacted] clearly stating that the leak decreased after the repair was completed. This therefore reinstates that the work performed solved one of the issues. Craig returned for a second visit and spotted an issue where the water flows over masonry work to enter the pool and clearly showed the homeowner where additional water was being lost. The homeowner approved the second repair and agreed that he can visually see the water loss. Craig returned after ordering specific hydraulic cement and did the second repair "free of charge" to show the customer that we stand by our customers and back up our work. Then after all this work was done, the husband calls the office and speaks to the owner about the whole process. By the end of the conversation the homeowner agreed that the work was performed in their best interest and did not ask for any refund. He claimed that he put silicone on one other spot which completed the leak process. I explained to [redacted] that he had multiple leaks and each one was addressed within a timely fashion. We ended the phone call on positive terms and he agreed that the work performed solved different issues. The key part to this whole process is that the spa had multiple leaks and we addressed the more complicated and crucial leaks. A few days later I receive multiple emails stating that [redacted] posted on multiple websites and social media slandering the company, the workers, and demanding a full refund for the work that was already completed and signed by [redacted] that the work was done to their satisfaction. These false allegations are ridiculous and the husband should be in better communication with his wife before she decides to slander our company. We were dealing with [redacted] throughout the entire process and have his signatures on two different invoices stating that the work was completed. We can provide proof of these invoices when needed. We went above and beyond for this customer and to be treated in this way is not right. Please let me know when you would like the signed documents to prove this statement.
We have already explained in full detail in the first response to why the customer is responsible for the charges. We were dealing with the husband the whole time and the wife decides to take matters into her own hands and doesn't even understand what was done. The husband spoke to us and clearly stated that he understood what the charges were and didn't ask for any refund. The bottom line is this customer had several different leaks in her spa and we addressed them within an appropriate time frame. Our technician went above and beyond to rectify this situation and their are signed invoices by the customer where you can clearly see a signed approval that the work was performed. And as stated in the previous statement, we also have a tape recording of the husband stating that the leak had decreased after the first repair which shows that their was more than one leak on the spa system. A spa configuration is a series of different plumbing lines and water flow which therefore increases the chance for multiple leaks within the system. This is a clear example of a spa with multiple leaks. Please let us know if you need any further information.
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:
The information Sweeney provided in the email is false. The first attachment you will find the 3 invoices from Craig at Sweeney Pools identifying problem and solutions. The first invoice shows that Craig identify a "Leak in Jacuzzi" and NOT multiple Leaks in the Jacuzzi. Below that statement shows the plan they put in place that we agreed too and I signed ([redacted]).The second invoice dated 6/**/2017 shows they replaced Spa Line (as mentioned in the first invoice) and that we were to wait 12 hours before starting spa. Again signed by me ([redacted]). After turning on the spa, the leak was still there and the solution did not fix the problem. As I mentioned in my 1st complaint to Revdex.com, we called multiple times to notify them of the issues and to get it fixed properly. The 2nd attachment are the phone records of Thomas [redacted] (my Husband). You can see on the top of the invoices, Craig’s phone number matches the phone records along with the website print out of Sweeney Pools (also on 2nd attachment) and what their phone number is. The 3rd and final invoice dated 7/*/2017 shows Craig came back to our house to “Hydrolic Cement Cemented Face of waterfall”. They did this at no charge because again, they never resolved the leak in the first place. The invoice was signed by me ([redacted]). After running the spa, this no charge fix did not fix the leak. The 3rd attachment is a text message between my husband (Thomas [redacted]) and Craig from Sweeney notifying him that he did not fix the leak and we went to home depot ourselves. As you can see from the phone records, my husband called Sweeney pools 5 times from July [redacted] to July [redacted] to let them know the work they perform did not fix the leak. Between those times Sweeney did not call back (you can verify on the phone records). July [redacted] is when we finally were able to get a hold of Kenny, the owner of Sweeney pools. Kenny and he did not come to any agreement and Kenny was unwilling to help. The last few pages on the 2nd attachment is the email I sent to Sweeney asking for refund of $1750 along with the response from Kenny refusing to reimburse us. Please note I had to scan a few documents together as the Revdex.com site only allows so many attachments.
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 have determined that my complaint has NOT been resolved because:
As you can see from Sweeney's response, they do not have any documentation to support what they are saying. They continue to say they were only working with my husband but I am the one who signed all the invoices approving the work to be done. As you can see from the last invoice they did not fix the problem and that is why they did not charge us. I have provided the invoices showing there was only 1 leak, text messages between Craig and my husband, phone records of all the times we called, and my email correspondences trying to fix the situation.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
We were contracted to fix a leak at the [redacted] residents. Our technician, Craig, went to the house and diagnosed the issue right in front of the customer and both parties agreed upon the work getting done. The customer was made clearly aware that there might be several issues with the spa...
and that the first option was a great start. Many times, especially in the case of a spa, there are multiple leaks due to the fact that there are many different plumbing lines under the ground as well as running water through the masonry work. This is a process and sometimes takes multiple visits to fix all the issues. During this whole process, the homeowner Tom, was outside and approved all of the work getting done. After the first repair the customer still complained that that there spa was still leaking however the amount decreased. We have a tape recording of [redacted] clearly stating that the leak decreased after the repair was completed. This therefore reinstates that the work performed solved one of the issues. Craig returned for a second visit and spotted an issue where the water flows over masonry work to enter the pool and clearly showed the homeowner where additional water was being lost. The homeowner approved the second repair and agreed that he can visually see the water loss. Craig returned after ordering specific hydraulic cement and did the second repair "free of charge" to show the customer that we stand by our customers and back up our work. Then after all this work was done, the husband calls the office and speaks to the owner about the whole process. By the end of the conversation the homeowner agreed that the work was performed in their best interest and did not ask for any refund. He claimed that he put silicone on one other spot which completed the leak process. I explained to [redacted] that he had multiple leaks and each one was addressed within a timely fashion. We ended the phone call on positive terms and he agreed that the work performed solved different issues. The key part to this whole process is that the spa had multiple leaks and we addressed the more complicated and crucial leaks. A few days later I receive multiple emails stating that [redacted] posted on multiple websites and social media slandering the company, the workers, and demanding a full refund for the work that was already completed and signed by [redacted] that the work was done to their satisfaction. These false allegations are ridiculous and the husband should be in better communication with his wife before she decides to slander our company. We were dealing with [redacted] throughout the entire process and have his signatures on two different invoices stating that the work was completed. We can provide proof of these invoices when needed. We went above and beyond for this customer and to be treated in this way is not right. Please let me know when you would like the signed documents to prove this statement.
We have already explained in full detail in the first response to why the customer is responsible for the charges. We were dealing with the husband the whole time and the wife decides to take matters into her own hands and doesn't even understand what was done. The husband spoke to us and clearly stated that he understood what the charges were and didn't ask for any refund. The bottom line is this customer had several different leaks in her spa and we addressed them within an appropriate time frame. Our technician went above and beyond to rectify this situation and their are signed invoices by the customer where you can clearly see a signed approval that the work was performed. And as stated in the previous statement, we also have a tape recording of the husband stating that the leak had decreased after the first repair which shows that their was more than one leak on the spa system. A spa configuration is a series of different plumbing lines and water flow which therefore increases the chance for multiple leaks within the system. This is a clear example of a spa with multiple leaks. Please let us know if you need any further information.
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:
The information Sweeney provided in the email is false. The first attachment you will find the 3 invoices from Craig at Sweeney Pools identifying problem and solutions. The first invoice shows that Craig identify a "Leak in Jacuzzi" and NOT multiple Leaks in the Jacuzzi. Below that statement shows the plan they put in place that we agreed too and I signed ([redacted]).The second invoice dated 6/**/2017 shows they replaced Spa Line (as mentioned in the first invoice) and that we were to wait 12 hours before starting spa. Again signed by me ([redacted]). After turning on the spa, the leak was still there and the solution did not fix the problem. As I mentioned in my 1st complaint to Revdex.com, we called multiple times to notify them of the issues and to get it fixed properly. The 2nd attachment are the phone records of Thomas [redacted] (my Husband). You can see on the top of the invoices, Craig’s phone number matches the phone records along with the website print out of Sweeney Pools (also on 2nd attachment) and what their phone number is. The 3rd and final invoice dated 7/*/2017 shows Craig came back to our house to “Hydrolic Cement Cemented Face of waterfall”. They did this at no charge because again, they never resolved the leak in the first place. The invoice was signed by me ([redacted]). After running the spa, this no charge fix did not fix the leak. The 3rd attachment is a text message between my husband (Thomas [redacted]) and Craig from Sweeney notifying him that he did not fix the leak and we went to home depot ourselves. As you can see from the phone records, my husband called Sweeney pools 5 times from July [redacted] to July [redacted] to let them know the work they perform did not fix the leak. Between those times Sweeney did not call back (you can verify on the phone records). July [redacted] is when we finally were able to get a hold of Kenny, the owner of Sweeney pools. Kenny and he did not come to any agreement and Kenny was unwilling to help. The last few pages on the 2nd attachment is the email I sent to Sweeney asking for refund of $1750 along with the response from Kenny refusing to reimburse us. Please note I had to scan a few documents together as the Revdex.com site only allows so many attachments.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]