February 9th 2017To whom it may concern: [redacted] visited our booth at the New York State Fair and purchased a spa She indicated to the salesman that she wanted a round spa that could run 110v and had more jets than the current spa she had The salesman showed her a floor model spa that was in our booth called a Seabreeze She decided to purchase the floor model and she was told that we start delivering the sold FLOOR MODELS, including the spa that she actually “saw and touched”, on Monday the 12th of September As it happened, Ms[redacted] was one of the first deliveries after the Fair and she received her spa on Monday September 12th She indicated in her letter that she “was promised set up and did not receive such services.” Quite to the contrary, Ms [redacted] did receive delivery and set up It was explained to Ms [redacted] , as is also stated on her contract, that Syracuse Pool does not do any electrical work, or supply water to fill her spa Syracuse Pool does deliver the product to the home and set it in place where the buyer wishes the spa to go, provided there is proper access to that locationWe also include in the set up the removal of all the spa wrapping, the assembly of any steps or lifters, removal of the cover from its box and place the cover on top of the spa We then give a review of both the chemicals and the functioning of the spa to each customer What we do not do is any electrical work, whether it is wiring or plugging a spa in, because we are not electricians and we do not know if the outlet or the wiring to that outlet or sub panel box is done correctly God forbid we plug in a spa and the wiring that leads back to the main breaker is done incorrectly and a fire starts That is why SYRACUSE POOL PUTS ON THE FRONT OF THE CONTRACT that the homeowner is responsible for ALL the electricalIt is also on the BACK of the spa contract that she signed We also do not fill spas We explained to Ms [redacted] how she should fill the spaMs [redacted] purchased the exact spa she was looking at which sat on the booth floor She received the exact color, cabinet, number of jets, etcthat she purchased She indicated that the jets would not turn on because there was an air lock From time to time we return to spa customers’ homes to help release the air lock that can occur after filling About percent of spas don’t have an air lock issue However, we are more than happy to come out to rectify the situation should it arise In the case of Ms [redacted] , we did make a trip to her house, THE VERY NEXT DAY When we were there, we even went so far as to review the chemicals and functioning of the spa again to make sure that she understood the proper operation and maintenance of her new spa.Over the next few days Ms [redacted] called Syracuse Pool and verbally harassed the employees requesting her money back because we did not fill and wire her spa She kept telling us that we have terrible customer service and she didn’t get what she was promised She would call multiple times a day harassing our employees At one point she spoke with our VP/GM who told her he would discuss with all the parties involved in the sale and the delivery of the product and would return a call to her later that afternoon Ms [redacted] proceeded to call every hour complaining she had not heard from anyone Again, making threats and verbally harassing our employees At approximately 2pm that afternoon, our VP/GM called Ms [redacted] back and informed her that she was given everything that she had purchased and that we did not appreciate the verbal harassment and threats.Ms [redacted] purchased a floor model spa from the Syracuse Pool booth at the New York State Fair She in fact received that floor model She was told that our first deliveries would take place on Monday September 12th, and her spa was in fact delivered on Monday September 12th Syracuse Pool set the tub in place where Ms [redacted] requested We also took the time to review the spa functioning and chemical program not once, but twice Ms [redacted] indicated that the spa jets would not turn on due to an air lock in the system and Syracuse Pool went the very next day to rectify the issueSyracuse Pool has been in business for almost years We pride ourselves on our customer service and the products we sell Ms [redacted] has purchased a wonderful product and we are here to help service her We don’t however wish to be screamed at and threatened on the phone nor should we have to waste the Revdex.com’s time when there is no issue Syracuse Pool Management
Upon looking into this matter, we have found that [redacted] is correct in that she was never reimbursed for her swim spa that Syracuse Pool agreed to sell for her However, Ms [redacted] claim that she is owed $is inaccurate According to our notes, the amount agreed upon was $due to fact that the swim spa was used and the freight / delivery costs incurred by Syracuse Pool That being said, Syracuse Pool will issue a check to to Ms [redacted] in the amount of $by 5/19/ We apologize to Ms [redacted] for our oversight in this matter and we appreciate her tremendous patience
To whom it may concern, Ms [redacted] did purchase an above ground swming pool from Syracuse Pool on 5/16/ At that time it was explained to Ms [redacted] that Syracuse Pool does not install pools but does know contractors that do, and would be willing to contact them to make them aware that Ms [redacted] would like for them to install the pool It states on our contract that the price that is paid is for the POOL ONLY, and the installation is to be paid seperately Unfortunaetly this has not beeen a good year with regard to weather, and the installers are behind in their installations From what we are told from installers, jobs that typically can be done in a day are taking and days to complete This should be no suprise to anyone that lives here in and around the Syracuse area as we have had unprecedented rain For instance, it has rained out of days in June In the last week of June we registered over inches of rain Thats only for the week April and May were the rainest months on over years Even our competitor went on televsion to try and explain to people that the weather was proving to be impossible to get jobs not only done, but done right None of this is a secret Its all historical data Forget the fact that the we have had multiple flash floods in Auburn, Moravia, Elbridge, Syracuse, Jamesville, East Syracuse,...the list is endless I will attach pictures of it As far as Ms***'s father calling the store, she unfortunately has her facts wrong Mr [redacted] has called and been verbally abusive to anyone that answers the phone from the time the phone is picked up He would constantly use vulgarity and was completely inappropriate The only person that was rude on the phone was Ms***'s father It is completely unacceptable the way he conducted himself.As far as Ms***'s statement with regard to the installer Ken, I can not comment on this as I was not on the phone or part of the conversation Ms [redacted] has the pool in her possesion and if she chooses to have some other installer put her pool in she is free to do so She has not paid Syracuse Pool for any installation I do know that Ken has integrety and does do great work when he is on site and would do the job well As an aside, we understand that everyone is anxious to have their pools installed However as much as everyone would like to blame the pool company for the rain, it needs to be understood that we can not control weather Also, when it rains for four or five days straight, and you have one or maybe two decent days after, and then it pours again for another however many days, it does not necessarily mean that in those two nice days it was possible to anything The ground is so saturated that unfortunately just about every business that has do just about anything with reagrd to digging, or landscaping, or constructing of any kind, is way behind.Syracuse Pool will reach out to Ms [redacted] once her pool is installed to try and help her with compensating her with respect to chemicals, etc as we do feel bad that the weather has made this a diffucult spring/summer We hope that Ms [redacted] understands that we at Syracuse Pool did do our job We are not installers, and we are not GodSyracuse Pool Management
February 9th 2017To whom it may concern: [redacted] visited our booth at the New York State Fair and purchased a spa She indicated to the salesman that she wanted a round spa that could run 110v and had more jets than the current spa she had The salesman showed her a floor model spa that was in our booth called a Seabreeze She decided to purchase the floor model and she was told that we start delivering the sold FLOOR MODELS, including the spa that she actually “saw and touched”, on Monday the 12th of September As it happened, Ms[redacted] was one of the first deliveries after the Fair and she received her spa on Monday September 12th She indicated in her letter that she “was promised set up and did not receive such services.” Quite to the contrary, Ms [redacted] did receive delivery and set up It was explained to Ms [redacted] , as is also stated on her contract, that Syracuse Pool does not do any electrical work, or supply water to fill her spa Syracuse Pool does deliver the product to the home and set it in place where the buyer wishes the spa to go, provided there is proper access to that locationWe also include in the set up the removal of all the spa wrapping, the assembly of any steps or lifters, removal of the cover from its box and place the cover on top of the spa We then give a review of both the chemicals and the functioning of the spa to each customer What we do not do is any electrical work, whether it is wiring or plugging a spa in, because we are not electricians and we do not know if the outlet or the wiring to that outlet or sub panel box is done correctly God forbid we plug in a spa and the wiring that leads back to the main breaker is done incorrectly and a fire starts That is why SYRACUSE POOL PUTS ON THE FRONT OF THE CONTRACT that the homeowner is responsible for ALL the electricalIt is also on the BACK of the spa contract that she signed We also do not fill spas We explained to Ms [redacted] how she should fill the spaMs [redacted] purchased the exact spa she was looking at which sat on the booth floor She received the exact color, cabinet, number of jets, etcthat she purchased She indicated that the jets would not turn on because there was an air lock From time to time we return to spa customers’ homes to help release the air lock that can occur after filling About percent of spas don’t have an air lock issue However, we are more than happy to come out to rectify the situation should it arise In the case of Ms [redacted] , we did make a trip to her house, THE VERY NEXT DAY When we were there, we even went so far as to review the chemicals and functioning of the spa again to make sure that she understood the proper operation and maintenance of her new spa.Over the next few days Ms [redacted] called Syracuse Pool and verbally harassed the employees requesting her money back because we did not fill and wire her spa She kept telling us that we have terrible customer service and she didn’t get what she was promised She would call multiple times a day harassing our employees At one point she spoke with our VP/GM who told her he would discuss with all the parties involved in the sale and the delivery of the product and would return a call to her later that afternoon Ms [redacted] proceeded to call every hour complaining she had not heard from anyone Again, making threats and verbally harassing our employees At approximately 2pm that afternoon, our VP/GM called Ms [redacted] back and informed her that she was given everything that she had purchased and that we did not appreciate the verbal harassment and threats.Ms [redacted] purchased a floor model spa from the Syracuse Pool booth at the New York State Fair She in fact received that floor model She was told that our first deliveries would take place on Monday September 12th, and her spa was in fact delivered on Monday September 12th Syracuse Pool set the tub in place where Ms [redacted] requested We also took the time to review the spa functioning and chemical program not once, but twice Ms [redacted] indicated that the spa jets would not turn on due to an air lock in the system and Syracuse Pool went the very next day to rectify the issueSyracuse Pool has been in business for almost years We pride ourselves on our customer service and the products we sell Ms [redacted] has purchased a wonderful product and we are here to help service her We don’t however wish to be screamed at and threatened on the phone nor should we have to waste the Revdex.com’s time when there is no issue Syracuse Pool Management
Upon looking into this matter, we have found that [redacted] is correct in that she was never reimbursed for her swim spa that Syracuse Pool agreed to sell for her However, Ms [redacted] claim that she is owed $is inaccurate According to our notes, the amount agreed upon was $due to fact that the swim spa was used and the freight / delivery costs incurred by Syracuse Pool That being said, Syracuse Pool will issue a check to to Ms [redacted] in the amount of $by 5/19/ We apologize to Ms [redacted] for our oversight in this matter and we appreciate her tremendous patience
To whom it may concern, Ms [redacted] did purchase an above ground swming pool from Syracuse Pool on 5/16/ At that time it was explained to Ms [redacted] that Syracuse Pool does not install pools but does know contractors that do, and would be willing to contact them to make them aware that Ms [redacted] would like for them to install the pool It states on our contract that the price that is paid is for the POOL ONLY, and the installation is to be paid seperately Unfortunaetly this has not beeen a good year with regard to weather, and the installers are behind in their installations From what we are told from installers, jobs that typically can be done in a day are taking and days to complete This should be no suprise to anyone that lives here in and around the Syracuse area as we have had unprecedented rain For instance, it has rained out of days in June In the last week of June we registered over inches of rain Thats only for the week April and May were the rainest months on over years Even our competitor went on televsion to try and explain to people that the weather was proving to be impossible to get jobs not only done, but done right None of this is a secret Its all historical data Forget the fact that the we have had multiple flash floods in Auburn, Moravia, Elbridge, Syracuse, Jamesville, East Syracuse,...the list is endless I will attach pictures of it As far as Ms***'s father calling the store, she unfortunately has her facts wrong Mr [redacted] has called and been verbally abusive to anyone that answers the phone from the time the phone is picked up He would constantly use vulgarity and was completely inappropriate The only person that was rude on the phone was Ms***'s father It is completely unacceptable the way he conducted himself.As far as Ms***'s statement with regard to the installer Ken, I can not comment on this as I was not on the phone or part of the conversation Ms [redacted] has the pool in her possesion and if she chooses to have some other installer put her pool in she is free to do so She has not paid Syracuse Pool for any installation I do know that Ken has integrety and does do great work when he is on site and would do the job well As an aside, we understand that everyone is anxious to have their pools installed However as much as everyone would like to blame the pool company for the rain, it needs to be understood that we can not control weather Also, when it rains for four or five days straight, and you have one or maybe two decent days after, and then it pours again for another however many days, it does not necessarily mean that in those two nice days it was possible to anything The ground is so saturated that unfortunately just about every business that has do just about anything with reagrd to digging, or landscaping, or constructing of any kind, is way behind.Syracuse Pool will reach out to Ms [redacted] once her pool is installed to try and help her with compensating her with respect to chemicals, etc as we do feel bad that the weather has made this a diffucult spring/summer We hope that Ms [redacted] understands that we at Syracuse Pool did do our job We are not installers, and we are not GodSyracuse Pool Management