Swift Pools Inc.

The ***'s signed a contract 2/12/for a liner
replacementWe go in date order of contracts signed and by that time we
already had people signed before the ***We cannot do liner
replacements until the weather is warm and not rainingIt has to be at least
/>
65-degrees and sunnyWe didn’t start doing repairs until the end of April
As much as we would like to control the weather we can’tThey waited months
for their liner replacement but only months we were installing linersAs
customers are told weather permitting when they sign a contractThey are
required to pay a deposit so that we can order their linerIt is a standard
procedure to get a deposit in all service industriesA copy of the signed
contact is provided stating the purchase date of 2/12/(not 1/10) and the
liner pattern wasn’t picked until 4/10/(liner can’t be ordered until liner
pattern is picked by customer, signed paper by customer was provided)
The *** were called and told the day we would
be out to install the liner (7/14/14) and that they would be the second job
There was some confusion here as *** *** called the retail store to find
out a time and complain that he was losing money because he didn’t go to work
He called two more times before the crew arrived to express his annoyance that
no one told him when we would be there and he could have gone to work in the
morningWe always tell customers they do not need to be there as long as we
have access to the pool and electric and waterOur repair contracts state that
the balance is due before the liner is installed; Mrs*** signed the
contact and was given a copy, therefore agreeing to the termsWe asked for
payment when the liner was installed and the water was beginning to fillMr
*** again expressed his annoyance about begin the second job and that he
could have gone to work and he had lost $by staying homeThe men told him
he didn’t have to be there but he told them that his wife made him be there
When the foreman explained about the blower and the water level and to call
when the pool was full he then asked for payment as always *** *** became
rude and said he wasn't paying until the job was doneThe contract also states
that starting up the pool is not part of the contractWhen they called to let
us know the pool was ready for cut in and they wanted us to start it up we
asked for a credit card or if they could leave a check when we were there,
again they refused to give paymentMrs*** said she would be there and
give the service crew a credit card when the job was doneWhen the service
crew got to the job on 7/16/they cut the liner in and opened the poolThey
could not remove the plug from the deep end skimmer as whoever closed the pool
(they have never had us out to open or close their pool the in the years
they have had the pool) must have cross threaded the plugIt would need to be
drilled out (not part of an opening unless it was something we did)They
started the pool using the shallow end skimmer, handrails put on, ladder put on,
Polaris put in the pool and charged the filter with DEThey asked for payment
and were given a credit card numberAs instructed because of all the problems
with this customer they called us with the numberWhen we tried to run the
credit card it came up as an invalid number*** *** called Mrs
*** and spoke with her about the plug and what had to be done and went
over the number with her, she insisted that it was the correct numberShe
complained that the service crew did not start the pool or put DE in the filter
(we have a signed invoice by the customer that we did add DE and start up the
pool with the invalid cc# which was provided)John called me on
another phone and I called the service tech, we had a conversation going and
she gave up on the fact that the pool wasn't runningJohn read the number
again and she again said it was a valid number and same one she had used as the
depositBy that time my assistant had gone on the website and verified again
it was an invalid numberWhen confronted this time with the fact that it
was invalid Mrs*** changed the last numberThis time the
card went throughWe put a new bulb in their light fixture ($15.42) and did
not charge them and we started up the pool ($125) and did not charge themThe contract
price of the liner was $They have a new liner installed and that is what
the contract was for and that is what they got and that is all they paid forThe
additional $they are stating they paid for we aren’t sure where that amount
came fromI was on the other line and heard *** ***’s conversation with Mrs
*** and he was never angry with herIf the number was wrong when she
signed the invoice she should have stated it was wrongWhen *** ***
repeated the number she kept insisting it was the correct numberThis has never
happened before that a customer gave an invalid credit card number and kept insisting
that it was correctWhile they may not be happy with our customer service this
customer has been very hostile and we have attempted to make them happyThe
amount they paid was for the job completed

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.
Regards,
*** ***

Mr*** did have to send us a copy of the contract*** was away and the contract wasn’t put in his office and was misplacedSince *** didn’t have the contract he told Mr*** that the prices had increased and there maybe additional chargesWhen it was realized that the contract had been
signed *** thought the fastest way to have it was to ask Mr*** to send us a copy of his contractIn regards to the tile selection, all tile upgrades state on the tile board that it is an upgradeWe are not informed as to the availability of a tileThis is why the customer is told to pick a 1st, 2nd and 3rd choiceThe coping was the correct coping and there are always color variations in the tile and coping productsWe always check and make sure that the tile and or coping is of the same dye lot as there are variations in colorAll customers are asked to notify the water company so that the water company has the correct name and address for billing and so that they can quote a price per load to the locationSwift always keeps the water company informed as to our scheduleWe have photographs of the damaged areas and it is clear that the water level was into the tileAll gunite pools need to maintain the water level below the tile all winter so that freezing doesn’t occurThe coping was not caulked properly (not done by Swift) and water also was allowed to seep in to damage the copingNot sure how the photos were taken if *** never showed to look at the poolWhen *** went to look at the pool it was covered with a solid cover and the water level was too highAll the damage was done by winter freeze damage*** gave Mr*** a price of $and told him that we would give him some products from our store to make things a little easier on himIn an email from Mr*** in Oct 2015, he states that he had been waiting weeks to hear from *** and hadn’t heard from himIn the complaint Mr*** states that *** was to come by Veterans Day The whole thing is very confusingWe have included attachments of the pictures of the tile where you can see were the water level wasThere is also copy of Mr***’s email from Oct and FAQ from the internet on pool closings and how important it is to keep your water level below the tile line

Tell us why hereIt is not originally a Swift PoolWe might have worked on it in the past but it was not built by us in John Swift, who went and looked at the customers pool, started Swift Pools with his father in He would know if he originally built the pool.Mr*** also put down a
deposit of 45% and did not pay in fullFor the work that we did it covered the deposit of the proposal estimateUnfortunately due to not being able to see the full damage from the car we told Mr*** to fix the pool correctly it would cost $5,000-$10,more (with the wall damage and the bottom)He was not willing to pay more for the repairHe told us he would fix the walls to eliminate some of the costThat is where it was leftWe were not told if he finished the repairs. Since it isn't our pool and the age we have to order different coping and then see what would work on his stepsHe couldn't do that until we got the order from our supplierIt took over a month for the samples to come in and we couldn't match them up to his steps until we got them on June 11, 2016. The conversation on September 20, over Facebook it was suggested that filling it in would cost less since he wasn't willing to pay the additional costIt was thrown out as an option not as a conversation that has occurred previouslyWhile it is nice to have the paper trail from Facebook messenger, it is not the best for communication about certain subjects.We cannot do the repair at the original proposalYou can see in the proposal from 1/19/2015, that Mr*** supplied #states: Additional charge if the pool bottom needs to be redone(cost if needed is unknown till old liner is removed from the pool) His wall also was buckled due to the weight of the carIt is what he was going to repair and get back to usWhile we understand his frustration with this terrible accident, it isn't a repairThis has been the only pool that we have to repair because a car drove into itWe cannot predict even if it wasn't our first in forty three years it would still be unique due to many different variables.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I agree that this matter is fairly confusing due to the fact that no one from Swift Pools will contact me to discuss it.  My only form of communication with Swift Pools in about the past 10 months has been this interaction through the Revdex.com complaint process even though I have left numerous messages for Mr. John Swift on his cell phone and at the pool store during the month of June 2016.  They simply refuse to return any of my attempts at communication.  I will try to do a better job to describe the series of events.  I was also able to locate a few previously taken pictures and took a couple new pictures to show the current status of the caulking of the expansion joint behind the coping which was completed prior to the pool being closed for the first time in the early Fall of 2014.  I find it ironic that the caulking is being blamed as a part of this problem since I specifically requested this work to be done by Swift Pools as a part of the renovation and they declined to do it.The pool renovation was completed in the late spring/early summer of 2014.  The pool was closed for the winter of 2014/2015 which is presented in the attachment.  I happen to have a picture of our geothermal heating and cooling system installation which also has the closed pool in it.  This picture was taken on November 11, 2014.  You can see in the picture that the water level would be several inches below the tile.  Water was routinely pumped from the cover over the course of the winter.  The damage was noticed in the late spring/early summer of 2015 once the pool was opened for the season.  Swifts were contacted about the damage soon after that.  I believe that someone from Swifts did come to look at the pool in late June or early July of 2015, when we were on vacation.  I had one or two phone conversation with Mr. John Swift over the next couple of months in a attempt to resolve the situation.  This is when Mr. Swift presented the estimate of $400 to repair the damage.  I offered to split it since we could not agree on what was the cause of the damage.  He eventually presented the offer of pool product to make up the difference which I referenced in my email that Swift Pools provided in their attachment, which contains my personal phone number.  I hope this will be removed from the public posting of this complaint interaction.  At any rate, I did receive a phone call from Mr. Swift after I had sent this email in October and before Veterans Day 2015.  This is when Mr. Swift said he would come by to look at the pool over the days around Veterans Day.  Apparently he did come by to look at the pool based on the picture that was in the attachment from their response.  Interestingly, I never heard from Swift Pools after this.  I saw this picture for the first time in their response to this complaint.  So this picture of the sm line was taken after the damage had occurred, after the pool was used for an entire season, and after it was then closed again.  How was the sm line still present?  It is no longer visible at this time.  I find this troubling since not only did no one contact me in a attempt to resolve this dispute, but he now claims that the water level was too high at that time; however the pool experienced no further damage during the Winter of 2015/2016.  As is evident in my email that they provided, I was interested in completing the repair  in accordance with the deal that was provided for pool product and asked when it could be performed.  I never got any response to the scheduling of the repair because Mr. Swift was supposed to contact me after he looked at the pool over the Veterans Day holiday time period.Also in the attachment are pictures of the coping sample that was viewed at the pool and the coping that was installed.  I find it hard to believe that anyone would find this a minor color variation.  These are two different colors.  The more troubling part of this is that Mr. Swift noticed this and checked the numbers but never notified us in case it was not acceptable.  Also, it may be standard procedure to tell customers to select 3 tiles but no one every told us to do that.  It was also not clear at all to us that the first tile that was selected was an upgrade.  We have no recollection of anything indicating on the tile sample that it was an upgrade nor did anyone inform of this when the Swift employee took down the information for the tile that we selected.The most unacceptable part of this entire situation is that they refuse to communicate with me.  I would be happy to schedule a time for them to come to my house to have a face to face discussion or I would be happy to setup a meeting at their pool store to do the same.  I believe that the pictures that I provided are proof that pool was properly closed and cared for.  Swifts should honor the warranty (3 years from the completion of work) that they agreed to since all proof of it being my fault doesn't really add up.Additional summary of events:Late Spring/Early Summer 2014 - Pool renovation completedEarly Fall 2014 - Pool closed for season (picture in attachment)Late Spring /Early Summer 2015 - Damage noticed and report to SwiftsLate June/Early July 2015 - Swifts came to look at the poolEarly July through October 2015 - a couple of phone calls and emails to Mr. Swift to discuss resolution, inquiry about scheduling of repair, and then arrangement to look at poolVeterans Days 2015 - Mr. Swift looks at pool and fails to notify us of any findings and stops communicating by not returning numerous messages on cell phone and at pool store

The owner has been in contact with the customer and at the job location. He has explained what the problem is and we are trying to work with the customer.

Customer may have visited us in November 2016 but he did not sign the contract until December 3rd 2016 (see attachment). He also didn’t pick out his liner choice until March 11th 2017, as we advise all our liner replacements to do for the new styles that are released in March. At that date we did...

not assign numbers to our liner replacements. On March 11th we wouldn’t know what our schedule looked like until the contracts were numbered in chronological order at the end of the month. We normally start installing our liners around April or May due to the fact that the weather needs to be 65 degrees, sunny, and the ground must be dry to get a liner that fits to our standards.  We believe when our employee said we normally start April/May he mistakenly heard that as when we would install his liner. Like he said he is number 25. There is no way we could install that many liners in that time frame.  His liner would have been ordered Monday 5/22/17 but we delayed it to make sure if the customer wanted to cancel his contract and get his deposit back or continue with the replacement. It was ordered today because the customer talked to the owner and the customer wanted to continue with the liner replacement.  The customer understood the situation when he spoke to the owner and said he was going to withdraw the complaint.

Mr. [redacted] did have to send us a copy of the contract. [redacted] was away and the contract wasn’t put in his office and was misplaced. Since [redacted] didn’t have the contract he told Mr. [redacted] that the prices had increased and there...

maybe additional charges. When it was realized that the contract had been signed [redacted] thought the fastest way to have it was to ask Mr. [redacted] to send us a copy of his contract. In regards to the tile selection, all tile upgrades state on the tile board that it is an upgrade. We are not informed as to the availability of a tile. This is why the customer is told to pick a 1st, 2nd and 3rd choice. The coping was the correct coping and there are always color variations in the tile and coping products. We always check and make sure that the tile and or coping is of the same dye lot as there are variations in color. All customers are asked to notify the water company so that the water company has the correct name and address for billing and so that they can quote a price per load to the location. Swift always keeps the water company informed as to our schedule. We have photographs of the damaged areas and it is clear that the water level was into the tile. All gunite pools need to maintain the water level below the tile all winter so that freezing doesn’t occur. The coping was not caulked properly (not done by Swift) and water also was allowed to seep in to damage the coping. Not sure how the photos were taken if [redacted] never showed to look at the pool. When [redacted] went to look at the pool it was covered with a solid cover and the water level was too high. All the damage was done by winter freeze damage. [redacted] gave Mr. [redacted] a price of $400 and told him that we would give him some products from our store to make things a little easier on him. In an email from Mr. [redacted] in Oct 2015, he states that he had been waiting 2 weeks to hear from [redacted] and hadn’t heard from him. In the complaint Mr. [redacted] states that [redacted] was to come by Veterans Day 2015. The whole thing is very confusing. We have included attachments of the pictures of the tile where you can see were the water level was. There is also copy of Mr. [redacted]’s email from Oct 2015 and FAQ from the internet on pool closings and how important it is to keep your water level below the tile line.

We have contacted the customer and continuing from there. Hopefully we can resolve this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I agree that this matter is fairly confusing due to the fact that no one from Swift Pools will contact me to discuss it.  My only form of communication with Swift Pools in about the past 10 months has been this interaction through the Revdex.com complaint process even though I have left numerous messages for Mr. John Swift on his cell phone and at the pool store during the month of June 2016.  They simply refuse to return any of my attempts at communication.  
I will try to do a better job to describe the series of events.  I was also able to locate a few previously taken pictures and took a couple new pictures to show the current status of the caulking of the expansion joint behind the coping which was completed prior to the pool being closed for the first time in the early Fall of 2014.  I find it ironic that the caulking is being blamed as a part of this problem since I specifically requested this work to be done by Swift Pools as a part of the renovation and they declined to do it.
The pool renovation was completed in the late spring/early summer of 2014.  The pool was closed for the winter of 2014/2015 which is presented in the attachment.  I happen to have a picture of our geothermal heating and cooling system installation which also has the closed pool in it.  This picture was taken on November 11, 2014.  You can see in the picture that the water level would be several inches below the tile.  Water was routinely pumped from the cover over the course of the winter.  The damage was noticed in the late spring/early summer of 2015 once the pool was opened for the season.  Swifts were contacted about the damage soon after that.  I believe that someone from Swifts did come to look at the pool in late June or early July of 2015, when we were on vacation.  I had one or two phone conversation with Mr. John Swift over the next couple of months in a attempt to resolve the situation.  This is when Mr. Swift presented the estimate of $400 to repair the damage.  I offered to split it since we could not agree on what was the cause of the damage.  He eventually presented the offer of pool product to make up the difference which I referenced in my email that Swift Pools provided in their attachment, which contains my personal phone number.  I hope this will be removed from the public posting of this complaint interaction.  At any rate, I did receive a phone call from Mr. Swift after I had sent this email in October and before Veterans Day 2015.  This is when Mr. Swift said he would come by to look at the pool over the days around Veterans Day.  Apparently he did come by to look at the pool based on the picture that was in the attachment from their response.  Interestingly, I never heard from Swift Pools after this.  I saw this picture for the first time in their response to this complaint.  So this picture of the sm line was taken after the damage had occurred, after the pool was used for an entire season, and after it was then closed again.  How was the sm line still present?  It is no longer visible at this time.  I find this troubling since not only did no one contact me in a attempt to resolve this dispute, but he now claims that the water level was too high at that time; however the pool experienced no further damage during the Winter of 2015/2016.  As is evident in my email that they provided, I was interested in completing the repair  in accordance with the deal that was provided for pool product and asked when it could be performed.  I never got any response to the scheduling of the repair because Mr. Swift was supposed to contact me after he looked at the pool over the Veterans Day holiday time period.
Also in the attachment are pictures of the coping sample that was viewed at the pool and the coping that was installed.  I find it hard to believe that anyone would find this a minor color variation.  These are two different colors.  The more troubling part of this is that Mr. Swift noticed this and checked the numbers but never notified us in case it was not acceptable.  Also, it may be standard procedure to tell customers to select 3 tiles but no one every told us to do that.  It was also not clear at all to us that the first tile that was selected was an upgrade.  We have no recollection of anything indicating on the tile sample that it was an upgrade nor did anyone inform of this when the Swift employee took down the information for the tile that we selected.
The most unacceptable part of this entire situation is that they refuse to communicate with me.  I would be happy to schedule a time for them to come to my house to have a face to face discussion or I would be happy to setup a meeting at their pool store to do the same.  I believe that the pictures that I provided are proof that pool was properly closed and cared for.  Swifts should honor the warranty (3 years from the completion of work) that they agreed to since all proof of it being my fault doesn't really add up.
Additional summary of events:
Late Spring/Early Summer 2014 - Pool renovation completed
Early Fall 2014 - Pool closed for season (picture in attachment)
Late Spring /Early Summer 2015 - Damage noticed and report to Swifts
Late June/Early July 2015 - Swifts came to look at the pool
Early July through October 2015 - a couple of phone calls and emails to Mr. Swift to discuss resolution, inquiry about scheduling of repair, and then arrangement to look at pool
Veterans Days 2015 - Mr. Swift looks at pool and fails to notify us of any findings and stops communicating by not returning numerous messages on cell phone and at pool store

Review: ON NOVEMBER 1, 2011, I MADE A FINAL PAYMENT TO SWIFT POOLS FOR INSTALLING A 20X40 IN GROUND SWIMMING POOL VALUED AT $32,200.09. IN JULY 2013, I CONTACTED SWIFT POOLS REGARDING AN ISSUES OF WATER BEHIND THE LINEAR. I CALLED AND SPOKE WITH [redacted](FAMILY FRIEND WHO IS NO LONGER EMPLOYED), AND I TOLD HIM WHO WE WERE AND WHY WE WERE CALLING. HE PLACED PLACED ME ON HOLD. HE GOT BACK ON THE PHONE AND STATED IT'S NOT THEIR PROBLEM. WE HAD JUST GONE THROUGH THE SAME TYPE OF TREATMENT THE FIRST SEASON THE POOL WAS SUPPOSE TO BE OPENED, AFTER THE POOL WAS SHUT DOWN DUE TO A DRASTIC TEMPERATURE CHANGE, AND ADVSIE THEY WOULD BE OUT IN MARCH OF 2012. THAT WAS FINALLY RESOLVED.

I HAD TWO COMPANIES COME OUT TO REMOVE THE ATER BEHIND THE LINEAR. WATER WAS STILL COMING IN BEHIND THE LINEAR BETWEEN THE CLEANER RETURN, AND THE INTAKE RETURN ONLY ON ONE SIDE OF THE POOL, THAT HAS 10FT OF CONCRETE. NOWHERE ELSE AS OF THIS TIME, HAS WATER BEHIND THE LINEAR. ON AUGUST 20, 2012, I CONTACTED SWIFT POOL AGAIN. ETHAN THE SON CAME OUT, PRESSURE TESTED THE PIPES, AND STATED HE WAS SURE THERE WAS A LEAK, BUT WAS NOT CONFIDENT AS TO THE EXACT LOCATION. HE STATED HE NEEDED TO COME BACK OUT WITH A CAMERA TO PIN POINT THE EXACT LOCATION OF THE LEAK. THIS WAS ON 8/22/13.

ON AUGUST 22, 13, THE SON ETHAN AND ANOTHER W/M CAME OUT TO RUN PIPING SO THE POOL WAS USABLE, AND AGAIN STATED HE NEEDED TO RENT A CAMERA, OR COME OUT AND TRY STOP LEAK. HE WAS UNSURE WHEN HE COULD COME BACK OUT AND SAID TO CALL THE OFFICE. WE KNOW THEY WERE WORKING ON INSTALLING A POOL IN DOVER ACCORDING TO THE SON.

SIX PHONE CALLS OF WAITING BETWEEN 9/9/13, 9/16/13, 9/18.2013, 9/23/13, 9/30/13 WERE MADE IN JUST TRYING TO GET A RETURN PHONE CALL. THIS CONSISTED OF ME WAITING BY THE PHONE THE ENTIRE DAY SO THEY COULD NOT SAY WE TRY TO CALL AND DID NOT GET A HOLD OF ANYONE.

I SPOKE TO THE OWNER JOHN SWIFT ON 9/30/13, HE STATED THAT THEY WERE STILL WAITING ON A CAMERA. HE STATED I COULD CONTACT ANOTHER COMPANY TO SEE IF IT WAS THEIR FAULT OR NOT. HE ALSO SAID HE WOULD CALL ME BACK THE SAME EVENING, WHICH NEVER HAPPENED.

THIS IS THE 2ND ISSUE WITH A POOL THAT HAS TRULY BEEN UP AND OPERATING FOR BARELY AN ENTIRE SEASON FROM JUNE 2012, UNTIL THE 2ND WEEK O JULY 2013 AFTER I SHUT IT DOWN TO PREVENT ANY FURTHER DAMAGE, NOT KNOWING WHAT WAS WRONG WITH THE POOL. ABSOLUTELY NO ONE WAS IN THE POOL DURING THIS TIME FRAME. THIS HAS COSTED US MONEY IN CHEMICALS, AND ELECTRICITY, THE FACT THAT THE POOL WAS FINALLY CLOSED, DUE TO THE MONEY IT WAS COSTING US WITH THE ELECTRICITY /CHEMICALS CONSTANTLY RUNNING TO KEEP THE POOL CLEAN.

ACCORDING TO THE WARRANTY FROM SWIFT POOLS. THEY ARE TO HONOR ANY REPAIRS OR DEFECT FROM 3 YEARS FROM THE TIME THE POOL WAS ACTUALLY COMPLETED. WE HAVE BEEN POLITE, AND AS PATIENT AS ANYONE CAN BE AND NOT RUDE OR DISRESPECTFUL. WE HAVE HEARD NUMEROUS TIMES BOTH FROM THE OWNERS WIFE, OVER THE PHONE IN 2012, AND FROM THE SON, THAT THIS IS THE MOST SOUTHERN POOL THEY HAVE DONE, AND IT'S A LONG DRIVE FOR THEM TO HAVE TO COME HERE TO FIX ANYTHING.

WE ARE STILL SITTING HERE WITH PIPES THAT WERE RUN BY THE SON, THAT ARE POKING UNDER THE POOL COVER, WHICH IS ONLY GOING TO HOLD SO MUCH LONGER BEFORE IT'S DAMAGED, WATER STILL BEHIND THE LINEAR, THE MATERIAL FROM THE PIPES HE CUT ARE NOW CLOGGING THE FILTER OF THE POLARIS, WHICH IS NOT OPERATING CORRECTLY ON ITS LAST USE. I FINALLY SAW THE PIPING MATERIALS WHICH I LEFT IN THE FILTER.THE TEMPERATURES HAVE SINCE DROPPED BELOW FREEZING ON TWO NIGHTS. THERE IS NO DOUBT THAT THIS POOL, WHICH HAS ONLY BEEN UP AND RUNNING JUST BARELY OVER A FULL SEASON, IS NOW TAKING ON ADDITIONAL DAMAGE WITH WATER BEHIND THE LINEAR. THERE IS NO COMPANY THAT WILL TOUCH THIS POOL BECAUSE THE FACT THAT IS SO NEW, AND THEY CAN'T FIGURE OUT WHY THE COMPANY WILL NOT STAND BEHIND A POOL THEY INSTALLED. THIS WHICH COST US $32,200.09 DOLLARS.

WE DONT GET ANY RETURN PHONE CALLS. I HAVE SAT HOME FROM WORK WAITING FOR THEM TO CALL, NO ONE HAS COME BACK DOWN. THIS POOL IS UNDER A 3 THREE YEAR WARRANTY FROM DEFECTS. WE ALREADY KNOW THE OWNERS WILL SOON BE LEAVING ON THEIR YACHT FOR THE NEXT 6 MONTHS, DOWN TO VARIOUS LOCATIONS IN THE CARRIBEAN.

I CAN HONESTLY SAY I CHOSE THIS COMPANY NOT LIGHTLY SPENDING THIS AMOUNT OF MONEY. I CHOSE IT BASED UPON THEIR REVIEWS AND RATING THROUGH THE Revdex.com, I CAN HONESTLY SAY I TRULY REGRET EVERY PENNY I SPENT ON THIS POOL. I DO FEEL SORRY FOR THE SON ETHAN, WHO SEEMS TO BE THE ONE STUCK DOING THE WORK ON EVERY POOL INSTALLATION AND A PROPER REPAIR. THIS POOL WAS CLOSED CORRECTLY LAST YEAR AS I WATCHED THEM CLOSE THE POOL. THIS POOL WAS STARTED AND SHUT DOWN OVERNIGHT BY SWIFT POOLS WITHOUT SOME THINGS BEING FINISHED BECAUSE OF A DRASTIC WEATHER CHANGE IN 2011. I REMEMBER AS I TOOK NOTES. THIS WAS THE REASON THEY HAD TO COME BACK OUT IN 2012, HOWEVER NO ONE REMEMBERED THAT INFORMATION. I HAVE BEEN TAKING NOTES THROUGHOUT THIS ENTIRE PROCESS. WE ARE BEYOND FUSTRATED, AND WILL BE FILING OTHER COMPLAINTS FOR ADDITIONAL DAMAGE THAT MOST LIKELY WILL OCCUR IF NOT RESOLVED. OUR TIME, THE MONEY SPENT KEEPING THE POOL OPEN WITH WAITING FOR THEM TO RETURN, AND OUR PERSONAL TIME.

THIS WAS ONE OF TWO POOLS THEY WERE WORKING ON IN 2011. THEY WERE GOING BACK AND FORTH DUE TO THE RAIN WE WERE ENDURING.

ALL WE HAVE ASKED IS TO HAVE THIS POOL FIXED PROPERLY, NOT A TEMPORARY FIX ENOUGH TO GET BY THROUGH THE WARRANTY, BUT A PERMANENT FIX, AND THAT THE POOL IS FIXED RIGHT. IF SWIFT DOES NOT HAVE THE EQUIPMENT, LIKE BORROWING THE NEIGHBORS AIR COMPRESSOR, THAN THEY SHOULD HIRE A REPUTABLE COMPANY THAT WE ARE SATISFIED WITH TO FIX THIS POOL AT THEIR EXPENSE. I HAVE SPENT ENOUGH TIME AND MONEY TO THIS DATE. I ALSO TREATED THEIR EMPLOYEE'S LIKE MY OWN FAMILY WHILE THEY WERE HERE. EVERY DAY I HAD COLD WATER TO KEEP THEM HYDRATED, AND LET THEM USE OUR HOME WHEN NEEDED FOR RESTROOM PURPOSES.

A COMPANY THAT IS NOT BIASED.Desired Settlement: THAT THIS POOL BE FIX EITHER BY SWIFT POOLS OR A REPUTABLE COMPANY. WE ALREADY ARE AWARE THEY DO NOT HAVE THE PROPER EQUIPMENT, AND I AM NOW HESITANT THAT THEIR ONLY GOAL IS TOO REMOVE ANY AND ALL RESPONSIBILITY ABOUT THE DEFECT IN THE POOL THEY INSTALLED, AS THEY DO NOT WANT TO HAVE TO PAY FOR THE DAMAGE OR ANYONE'S TIME.

THIS POOL HAS TRULY BEEN A VERY COSTLY LEARNING EXPERIENCE, AND ONE I CAN SAY I WILL NEVER REPEAT. PEOPLE WORK HARD FOR THEIR MONEY. SWIFT POOLS HAD ABSOLUTELY NO PROBLEMS CALLING EVERY TIME A PAYMENT WAS DUE DURING THE INSTALLATION PROCESS. WE HONORED OUR COMMITMENT, WE ARE ASKING SWIFT HONOR THEIR COMMITMENT TO THEIR CUSTOMERS. WE INTEND TO SEEK FURTHER ACTION AT THIS POINT IF IT IS NOT RESOLVED IN A TIMELY MANNER. THE TIMELY MANNER PRIOR TO THIS HAS WAY EXPIRED, ESPECIALLY SINCE THIS HAS BEEN GOING ON SINCE JULY, AND ETHAN COMING OUT IN AUGUST. THEY WILL BE HELD RESPONSIBLE FOR ANY AND ALL FURTHER DAMAGE. I HAVE TAKEN DETAILED NOTES AND PICTURES THROUGH THIS ENTIRE PROCESS.

Business

Response:

In response to the water behind the liner: Swift Pools, covers this for one season as this problem is usually caused by a drainage problem in the yard. All customers are told we will take out the water but there will be a service charge after one year, because it isn't a problem we are responsible for. We closed the pool in 2011 late in the season because we needed to install the safety cover and we can't drill the concrete for 30 days. It had nothing to do with the weather getting cold. The customers call and believe that their plumbing lines will freeze and are told to make sure the pool is running overnight and there will not be a problem. Our display pools at our retail store stay open until December and have never had a problem. The Harris/Frey pool was closed properly by Swift Pools in 2011. Swift Pools opened the pool in 2012, we went back in May and found the inside of the Polaris cleaner was full of sand (property close to beach) and that is why it wasn't working. This is not a serious problem. Later in the season they were having problems with the Polaris again, as [redacted] was going to be down that way he said he would stop by. He found that the water management system needed to be replaced. He replaced it and again the cleaner was working as before not a serious problem. The pool was not closed by Swift Pools in 2012 and it wasn't opened by Swift Pools in 2013. We received another call in 2013 that they had a leak. [redacted] went down to see if he could find the leak. He did borrow the neighbor's compressor to see if he could hear anything. Ethan Swift, while knowledgeable and trained, is not a service tech and therefore does not have a compressor on his truck. He could not pinpoint anything and rather than dig up the yard and break up the concrete he thought that a camera would be a good option. We did contact a company that has this type of equipment. However, we thought it would be better to use a camera that hasn't been used in a sewer system. We have explained this to the Frey/Harris's several times. We ran the temporary line so that the pool could run. Until the problem area can be identified we are unable to fix the problem. This is where we stand at the moment. When the problem is identified and if it is a defect in material we will fix it at no charge to the customer.

Consumer

Response:

Review: 1) Told service day schedule was set with wife confirming and they never spoke to my wife . 2) demanding full payment before job complete on three seperate times . 3) We contracted them to service our pool to open and they could not complete the job and tech told wife to bad your problem now demanded payment . The same tech before he would start work demanded payment and was told when the job is complete you will get paid tech said then I will not do job and went to his truck and stayed for about 40 minutes and started work without informing my wife. After tech confronted my wife and demanded payment again, at this point job was still not complete tech stated that he could not remove some plugs and it is your problem. Wife gave up and gave the tech credit card information and he left. Some time that day my wife got a call from the owner anger over credit card not working and that my wife would need to provide him with another one imediately , my wife informed him that she did not have one and there was nothing wrong with the one he had so she gave him the number over the phone two more times but he just keep demanding another card , my wife feed up asked him to read the numbers back to her and when he did found out that the tech wrote the last number down wrong and when he put the right numbers in the payment was processed. Said he would not charge for the pool opening $ 125 dollars the job that they did not complete anyway. They we contracted to install a new liner and put pool in service. This was the worse service a customer could ever get they were more concerned about getting paid than the customer. I do not know why they acted this way we could not refer them to anybody . They also make you put one third down when ordering with out a date of install which took 7 months . Terrible serviceDesired Settlement: Refund and apology the refund is for waiting so long and the rude service, they should show their customers respect

Business

Response:

The [redacted]'s signed a contract 2/12/2014 for a liner

replacement. We go in date order of contracts signed and by that time we

already had people signed before the [redacted]. We cannot do liner

replacements until the weather is warm and not raining. It has to be at least

65-70 degrees and sunny. We didn’t start doing repairs until the end of April.

As much as we would like to control the weather we can’t. They waited 5 months

for their liner replacement but only 3 months we were installing liners. As

customers are told weather permitting when they sign a contract. They are

required to pay a deposit so that we can order their liner. It is a standard

procedure to get a deposit in all service industries. A copy of the signed

contact is provided stating the purchase date of 2/12/14 (not 1/10) and the

liner pattern wasn’t picked until 4/10/14 (liner can’t be ordered until liner

pattern is picked by customer, signed paper by customer was provided).

The [redacted] were called and told the day we would

be out to install the liner (7/14/14) and that they would be the second job.

There was some confusion here as [redacted] called the retail store to find

out a time and complain that he was losing money because he didn’t go to work.

He called two more times before the crew arrived to express his annoyance that

no one told him when we would be there and he could have gone to work in the

morning. We always tell customers they do not need to be there as long as we

have access to the pool and electric and water. Our repair contracts state that

the balance is due before the liner is installed; Mrs. [redacted] signed the

contact and was given a copy, therefore agreeing to the terms. We asked for

payment when the liner was installed and the water was beginning to fill. Mr.

[redacted] again expressed his annoyance about begin the second job and that he

could have gone to work and he had lost $700 by staying home. The men told him

he didn’t have to be there but he told them that his wife made him be there.

When the foreman explained about the blower and the water level and to call

when the pool was full he then asked for payment as always [redacted] became

rude and said he wasn't paying until the job was done. The contract also states

that starting up the pool is not part of the contract. When they called to let

us know the pool was ready for cut in and they wanted us to start it up we

asked for a credit card or if they could leave a check when we were there,

again they refused to give payment. Mrs. [redacted] said she would be there and

give the service crew a credit card when the job was done. When the service

crew got to the job on 7/16/14 they cut the liner in and opened the pool. They

could not remove the plug from the deep end skimmer as whoever closed the pool

(they have never had us out to open or close their pool the in the 10 years

they have had the pool) must have cross threaded the plug. It would need to be

drilled out (not part of an opening unless it was something we did). They

started the pool using the shallow end skimmer, handrails put on, ladder put on,

Polaris put in the pool and charged the filter with DE. They asked for payment

and were given a credit card number. As instructed because of all the problems

with this customer they called us with the number. When we tried to run the

credit card it came up as an invalid number. [redacted] called Mrs.

[redacted] and spoke with her about the plug and what had to be done and went

over the number with her, she insisted that it was the correct number. She

complained that the service crew did not start the pool or put DE in the filter

(we have a signed invoice by the customer that we did add DE and start up the

pool with the invalid cc# which was provided). John called me on

another phone and I called the service tech, we had a conversation going and

she gave up on the fact that the pool wasn't running. John read the number

again and she again said it was a valid number and same one she had used as the

deposit. By that time my assistant had gone on the website and verified again

it was an invalid number. When confronted this time with the fact that it

was invalid Mrs. [redacted] changed the last number. This time the

card went through. We put a new bulb in their light fixture ($15.42) and did

not charge them and we started up the pool ($125) and did not charge them. The contract

price of the liner was $3400. They have a new liner installed and that is what

the contract was for and that is what they got and that is all they paid for. The

additional $200 they are stating they paid for we aren’t sure where that amount

came from. I was on the other line and heard [redacted]’s conversation with Mrs.

[redacted] and he was never angry with her. If the number was wrong when she

signed the invoice she should have stated it was wrong. When [redacted]

repeated the number she kept insisting it was the correct number. This has never

happened before that a customer gave an invalid credit card number and kept insisting

that it was correct. While they may not be happy with our customer service this

customer has been very hostile and we have attempted to make them happy. The

amount they paid was for the job completed.