Tapley Pools

Initial Business Response /* (1000, 10, 2016/05/21) */
On April 18th 2016 I received a phone call to do a pool evaluation in Madera. Upon arrival, I found not much wrong with the pool. The customer was complaining about water clarity and ask if there was something I could do. The pool appeared to...

be fairly clear but she insisted. I tested the water for phosphates and it came back positive at 500 ppb. The customer had some phosphate remover in her garage so I added it to the pool. I also gave her a $30 bottle of water clarifier because phosphate remover makes the water very cloudy. It sticks all the phosphate together so that the filter can filter it out. After spending an hour and a half at the residence brushing the pool, removing various rust stains and giving the customer a very thorough analysis of how the system works, she complained of my fee of 125.00. My business is based out of Clovis California not Madera. I told her before I got to her Residence the 125.00 fee amount. We settled on $75 which I regret because I lost money on the job. Also I gave her specific instructions on what to do for the next two days. I told her to run the pump for an hour and shut the system off for 2 days. I wanted all the debris to settle to the bottom so that she could vacuum it out. 2 days later she called me complaining that the water was not clear and that she had been circulating it still. I told her again shut the system off for two days and add the rest of the clarifier. I told her I would even refund the $75 if it did not clear up. The only thing I asked was for her to follow direct instruction that I gave her. I have over 20 years of experience and pool service and water chemistry and this is the first complaint I've ever had to the Revdex.com in over 20 years. I did not refund her money because not only did she not pay me the 125 but she also would not follow the instructions. If you look at her complaint, she called me out to fine tune a "clear and balanced pool". Why would you hire someone to do a pool evaluation on your "clear and balanced pool"?
Initial Consumer Rebuttal /* (3000, 12, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My pool service request was for listing the property for real estate sale purposes. Water was clear on arrival and became cloudy only after pool contractor poured random, OLD and inappropriate chemicals haphazardly and directly into pool, not in skimmer as listed in directions. Contractor said he was driving from nearby Los Banos and was happy to stop by to look at pool, to see if there was anything he could recommend. Contractor was at property less than 25 minutes, spoke and acted erratically and did not provide brushing or anything productive, and he left with the pool cloudy as milk. I circulated the water for an hour as instructed then waited the three or four days with no circulation and NO change in clarity, until I sought water testing and professional advice from the local pool store. I ended up draining half the pool 15,000 gallons and refilling, and constantly filtering pool to clear it a week and a half later resulting in significant increase in my electric bill charges. No 'solids' ever sank to bottom and were NOT ever the problem. No refund was ever offered. Text messages and photos have been retained to support my statements.
Final Business Response /* (4000, 14, 2016/05/30) */
Our company doesn't need to have last word. We have never had a complaint filed in 22 yrs. We stand by our commitment to quality service at a reasonable price. We cannot refund a customer money due to the fact that they did not follow instructions. But [redacted] will see an invoice from our company for the amount of 50.00 which is the 125.00 service call minus 75.00 payment received if they choose to continue and push this issue. Thank you!
Final Consumer Response /* (4200, 16, 2016/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This pool contractor randomly poured OLD pool chemicals into a perfectly clear pool causing the 28,000 gallons of water to become as cloudy as milk and promptly left. After following his unconventional "instructions" to let milky water sit uncirculated for THREE days (while he cashed my check), water clarity did not improve at all and no solids 'dropped out'. After having water tested and consulting pool professionals - I ended up draining 15,000 gallons of water out of pool and refilling it. Water still has not cleared completely. I have maintained this pool for 14 years and never had a water problem like this until this bizarre and damaging incident. When contacted about this incident by the local realtor who had recommended him, this pool contractor became irate and made more irrational statements.