Swim King Pools

We have been in contact with our customer We have ordered the special die needed to crimp the bond wire to resolve the problem according to the customer's request

We have been in contact with the customer via email, text and phone since Oct2014. We would like to see this completed before the spring season for use of his pool. We accept responsibility for cutting the wire and have offered the standard repair according to the code book . We
are working with customer to resolve the problem according to his requests with his request for a specialized die and crimping toolWe will communicate this to the customer and await his decision.?

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 and has been working on a solution.
Sincerely,
*** ***

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:I have spoken to Southold Town Engineer, Jamie R[redacted], who says a dry well is absolutely required for a pool whether it falls into storm water management criteria or not. The required size dry well per Jamie R[redacted] is 8 ft in diameter by 4 ft deep. The dry well that was installed by Swim King is 4 ft in diameter by 4 ft deep. If Swim King cannot or will not look into the possible line problem that this may have caused (by having the wrong size dry-well) than I am asking that the incorrect dry well be replaced with the correct sized dry well per town code. This has been confirmed with the town, the dry well has been exposed and is absolutely the incorrect size. If they cannot do this I am demanding my money back in the amount of $1000 that they charged me outside of my contract for the wrong sized dry well. I am including Mr. R[redacted]'s contact information if this needs to be confirmed by the Revdex.com. His # is ###-###-####. [redacted]  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have been in contact with our customer.  We have ordered the special die needed to crimp the bond wire to resolve the problem according to the customer's request.

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]They haven't made any attempt to come to the job site to fix the problem. Second the way the they would like to correct the situation is not by code. Which is stated by the town of oyster bay. The fix would also not pass a new pool installation.  
 
 
 
 
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:

My first request was as follows on or about 11/*: "If Swim King cannot or will not look into the possible line problem that this may have caused (by having the wrong size dry-well) than I am asking that the incorrect dry well be replaced with the correct sized dry well per town code. This has been confirmed with the town, the dry well has been exposed and is absolutely the incorrect size. If they cannot do this I am demanding my money back in the amount of $1000 that they charged me outside of my contract for the wrong sized dry well." Why, if after further discussion and confirmation with Southold Town Engineer, would they not be obligated to finish the job by installing the correct size dry-well? The final demand of the $1000 refund was only if they could not replace the incorrect dry well with the correct sized dry well, which is what rightfully should be done. A settlement of $1000 would only satisfy if Swim King had refused to take any further action, however they have by contacting and discussing the matter with [redacted]. Please advise if Swim King is willing to do what should have been done initially, install the correct size dry-well and redo plumbing outside of the decking area from the pump to the new dry-well. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: In April, 2013, my husband and I hired Swim King to install a pool in our backyard. The problem that we had with Swim King started in mid-July. My husband, [redacted], and myself spoke with the [redacted], regarding rocks beneath the pool liner. [redacted] had come to our home and felt the small, sharp rocks where he could reach, below the liner on the steps of the pool as well underneath the bench in the deep end of the pool. However there are more of these small, sharp rocks in the low end of the pool, as well as on the incline into the deep end of the pool (unsure where there are any in the deep end as well). [redacted] had told us that their installers must not have done their job correctly to rid the rocks off of the vermiculite underneath the liner. He informed us that the rocks would start to wear away the liner as time went on however they were covered under the warranty for the liner and we could fix it later on in the season instead of pulling up the liner in July.

On July **, 2013 at approximately 4 pm, my husband and I visited Swim King to gather the results of our water test (they ask that you test the water every few weeks to see what chemicals the pool may need). The associates at Swim King tested our water, gave us a printout of the results and collected the products needed to put into our pool. According to the associate, ([redacted], as displayed on the receipt) there was virtually no chlorine in the pool and in order to bring it back to appropriate standards we needed to add 6lbs of Lo’ n Slo’ to adjust the pH to an ideal level, add 19.5 lbs of Balance Pak 300 to raise the total hardness and add 3 bags of Burn Out3 to maintain proper chlorine residual. The associate [redacted], under the supervision of [redacted], the [redacted], numbered and wrote out the directions on the products in the order in which they were to be placed within the pool. When we arrived home we noticed that there were not instructions written on the Burn Out3 packages so I called Swim King on my husband’s cell phone (###-###-####) at about 4:45 pm and spoke with the same associate, [redacted], and asked her when we were to place the Burn Out3 in the pool. I was told at anytime. My husband put both the Lo’ n Slo’ and Burn Out3’s in the pool with the filter running. We were to wait to put in the Balance Pak 300.

The following day, my husband noticed that the pool liner had stains all over it. He immediately called up [redacted], the [redacted], who came to the house to inspect the liner. We explained the situation to [redacted]. He told us to keep all paperwork and products (which we still have). He also said that the phone call that I made to the sales associate was recorded so the liner would definitely be covered under the warranty and not to worry at all about this problem because the products indicated in what order and method to place in the pool along with a telephone recording from their associate, all telling me how to properly place the products in the pool. He took pictures and said that he would speak to [redacted], over the weekend and they would come over on Monday to again inspect the liner and make a plan as to how to proceed with replacing the liner.

On Monday, July **, 2013, [redacted] and [redacted] came over to our house. Immediately [redacted] became defensive stating, “This isn’t my fault,” his feelings were that someone could have broken into the backyard and poured bleach into the pool and that it cannot be verified that it was caused from the chemicals. He felt that instead of proceeding with a warranty issue that instead “we should go through homeowner’s insurance and say that an umbrella fell into the pool causing damage.” At this point my husband got upset that [redacted] would not help rectify the issue especially since [redacted] indicated to us days before in person and through text messages that everything would be covered and it was just a matter of what route [redacted] wanted to take to rectify the liner. [redacted] also never gave us a solution for the small, sharp rocks underneath our liner. Neither [redacted] or [redacted] at this time came to a solution as to how to replace a pool liner that is less than 4 months old other than indicating we are on our own in solving the issue. My husband did make a phone call to the liner company who did acknowledge that pool chemicals can definitely cause stains and discoloration of the liner. They advised that all chemicals should be diluted first in water, a step that was left out by the Swim King associates.Desired Settlement: We are looking for a replacement of the liner for two reasons. One, Swim King's employee's ([redacted] and [redacted]) directed us when and how to add the chemicals to our pool. Also, as stated by Swim King's [redacted], their installers did not install the liner correctly resulting in the small rocks underneath the liner which will eventually wear away the liner.

Business

Response:

Regarding the [redacted] Case, [redacted] and [redacted] met with [redacted] at our office. They would not meet with her husband because he had become verbally abusive while they were at his house and chased them from his yard. It is not uncommon to have vermiculite pieces that may be felt after the liner is installed, we do normally offer to repair that problem. We had agreed to fix the bottom of the pool with the pebbles as long as her husband was not present at the repair and told [redacted] to call when she was ready. She has not called us since that meeting.

Review: Herein is the first note I wrote early in the sale cycle through their web site. Following this was is a response email that was a promise of a call from or with [redacted].

[redacted], this Saturday we met with a very unseemly situation with Swim King. As a background we have been a swim king client for 12 yrs. We have acted as a reference and bragged about [redacted] and most everyone that was ever involved with us from start to finish as well as over the years when issues occurred here or recommendations were requested by neighbors and others.

Recently we have had the need after a discussion with [redacted] to replace our liner. Once again [redacted] made himself available and called us at his early arrival to discuss our concerns. As expected, a gentleman and service excellence..

Upon ordering our liner we were asked to work with [redacted], and in three conversations it was apparent he was NOT the Swim King we knew and loved. But regardless of his lack of professionalism we pushed on. As a follow up to our order, (since [redacted] lacks in follow up skill) we called in last Thursday for an update on the liner. My wife spoke with [redacted] who informed her that it hadn't arrived and that we would receive a call about 4 days prior to and work being scheduled.

On Saturday while we were out and only my 15 daughter home a crew arrived to pump the pool. Wen my daughter called us in the car, she had let them in the yard, we spoke to the person and sent them away. We then called the office to see what was going on, and were told by a young lady that only [redacted] was in the back and he was on the Phone. During that conversation she stopped us and said he had hung up and she would switch us. Another young lady then got on and said he left and could she take a msg. It's occurred in 30 seconds. I'm will not contend the veracity of what they told us but I find it strange. We asked for a call back from [redacted], and then requested we talk to [redacted] when available and to leave a message that we called and had a concern.

About and hour later while we were attending to my daughters sweet sixteen arrangements [redacted] called my wife. His opening salvo was "I'll just cancel your liner" and then proceeded to tell us how he did us a favor, and that they always just send a team to pump the pool, and their was no need for us to be home, and they were coming Monday to do the liner". He was rude, and demanding as disrespectful. My wife explained that she called [redacted] and that she had no waring that someone was coming and that we would never let anyone in our yard without permission and that the gates are locked..he said [redacted] is a [redacted] nothing more, He then said I'm [redacted] here and there is no way [redacted] is calling you back. And that now we would have to wait and he was not sure when he would get us into the schedule.

Of course I was infuriated and we needed the whole day to calm down. I told my wife I would call [redacted] Monday and see if we were nuts.

There is so much more to discuss and I would like to discuss with [redacted]

response to above

Good morning - I hope,

[redacted] is away until Monday. I have sent him an email to let him know about your situation. I would expect he would call you then. Please be patient until Monday and we hope to work this out smoothly.

Thank you for alerting us to the problem.

My only assumption was The sales person was lambasted, and we continued forward with the purchase. Of course his involvement made the scheduling very difficult and he tried his best to make it very difficult. The installation occurred, and after three days filling the pool with water we discovered indents in both the side and button of the pool. We escalated the problem and the contractor came out to inspect. It was at this point to called American Express to hold off the balance due payment. The contractor explained how the effort to repair would be done and requested we scheduled upon end of the pool season. We confirmed this and told him we would need a new pool cover cable, and they measured and told us they would have it made and deliver upon pool repair.

After scheduling our pool closing my wife called to ensure the cable was being sent. It is important to note that the women who responded to my early note said she had no idea what was going on, even through it was her who requested picture of the liners inappropriate re- placement. We believe that neither [redacted] or [redacted] had any idea of what was going on until the phone call to follow up on the cable. We were told that we would have to talk to [redacted], as we had placed the payment on hold and he was the only one who could do anything. And gues who we were switched to during t,is conversation and who told us this? Well it was the Salesperson on we wrote the original note about..

So the next day we get a call and they us they are coming to fix the liner that was August [redacted], clearly 4 weeks before we had scheduled to close the pool. My wife told them they could not just show up as they did before on my property without it being scheduled and that we were yet closing the pool as yet. As he became heated, she hung up.

Amex has told us they investigated and that the vendor provided the service to industry standards, as such the money is owned. We had NEVER had not intended to make payment, and at this point don't want them to set foot on our property. I will likely file a small claim against them as the refuse to do the repair now anyway and have NOT responded to further emails.Desired Settlement: As we have had a 20 year relationship and at one time won pool of the year and were part of their advertising, and were a show site for them to bring prospective clients to and we convinced at least 4 of our neighbors to install pools from swim king I would like an Apology. And since I'm keeping the inferior workmanship would like either a discount or some complimentary product of services. But mostly, I want them know that the word is out. And without an apology I will continue to take measures to tell all about my experience and dissatisfaction.

Business

Response:

Regarding the [redacted] had spoken with [redacted] and we were going to re-do the bottom of the pool, but [redacted] explained that it may not be perfect and [redacted] said that they would live with the pool the way it was. Swim King believes that someone at their household went into the pool before they should have causing the depressions that [redacted] complained about. I am attaching pictures of the pool that we have from the day we installed the liner. We don’t always take these pictures, so it is just a coincidence that we had them, but the liner was very smooth on that day. As pertaining to our workers in her yard while her daughter was there, as a matter of course, we do not normally call when we put the pump in, just when we are going to install the liner. It was just going to be a matter of minutes to place the pump in the pool and leave.

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:

It is convenient that they are showing none of the area of the pool that has the depressions! Our reasons for not redoing the pool were not as the responder explains, it was our lack of trust in the veracity of what they said they would do, as well as the effects of the repair. We longer had any faith in them, nor felt comfortable with their management. After years of recommending them and being a reference and at one time a show house pool we expected better. They have made every attempt to weasel out of any responsibility and make us uncomfortable. As to being on my property or arranging the install or hold Us hostage to their process without us being home, I find the triviality of the issue insulting. At no time do I want people on my property unsupervised, regardless of their so called process.

I believe we are owed both an apology and some compensation for the way our pool now has to look because of our reluctance to trust them to fix it. I cannot even trust who the respondent is, because they all tell you they have a different responsibility each time.

The consumers need to know how poor the customer service at swimking pools has become...

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

Sincerely,

Review: After swim king installed my pool, my filter pump was bad. At that time they replaced my filter and in the process of that they had cut my water bond. Which my town stated must be one continuous loop, so nobody can get electrocuted. When I spoke to the salesman [redacted] he had assured me he (swim king ) would make good on it. Over the next few months he sold me a bill of good of them trying to fix it the cheap way which the town doesn't approve of. When I told them how it needed to be fixed they refused to fix it.Desired Settlement: Finish the job properly or pay to finish the job with an additional electrical inspection. Plus hold swim king liable if anything happens from now till the job get finished properly.

Business

Response:

We have been in contact with the customer via email, text and phone since Oct. 2014. We would like to see this completed before the spring season for use of his pool. We accept responsibility for cutting the wire and have offered the standard repair according to the code book . We are working with customer to resolve the problem according to his requests with his request for a specialized die and crimping tool. We will communicate this to the customer and await his decision.?

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]They haven't made any attempt to come to the job site to fix the problem. Second the way the they would like to correct the situation is not by code. Which is stated by the town of oyster bay. The fix would also not pass a new pool installation.

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

Sincerely,

Business

Response:

We have been in contact with our customer. We have ordered the special die needed to crimp the bond wire to resolve the problem according to the customer's request.

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 has been working on a solution.

Sincerely, 5