The Launch Pad

The installation of the liner began on Saturday June 6, We have spoken with the customer, Mrs***, earlier today and have resolved the issue with herOur crew will be returning to her house tomorrow Saturday June 13, 2015.Mrs [redacted] said she will be contacting your office to retract this complaint

Our crew will be out to resolve the issue at Mr***'s house no later than mid week of July 20thWe have been in contact with him and promised we will review the situation with him.Thank you

We would like to get this clear Mr [redacted] is saying after the storm, he had wrinkles? Superstorm Sandy did billions of dollars of damage in NJ alone The huge amount of water that occurred during the storm was enough to lift the liner and cause wrinkles The specific gravity of vinyl liners is approximately 1, which is the same as water If ground pressures from water become greater than what is inside the pool then it will lift and wrinkle This is Mother Nature, not Mid State Pool Liners We would be willing to resolve this at a loss with a cost to the [redacted] ’s of $400, to be completed in the next weeks as long as there is a mutual agreement By the way, name calling i.e.: “MrF is a liar”, might be better used to describe Mr [redacted] because there were bones and rocks in the pool I put them on the lounge chair, he came home and said, “What’s all this stuff?” I said bones and rocks I took out of your pool If this liner does float/wrinkle it could be caused by tiny holes from debris that saturate the ground, leaving the pool susceptible to floating I think he should monitor the water level before any work is done to the pool, so this doesn’t keep happening Sincerely, David F President Mid State Pool Liners, Inc

Our response line by line He said he is rejecting our response which is exactly what we expected from himWhen we asked him to resolve the leak after we found it, he didn’t want to resolve itWhen we wanted to resolve Revdex.com complaint he did not want to resolve itHe is acting very negatively with negative questions and derogatory remarks about every aspect of our entire company and that is not the reputation we have And with regards to this entire issue, the leak was not our leak nor our fault or any part of the contracted work we performedHe said my pool is not leaking, it is impossible to determine with the amount of rain we had and why would you put in a new liner when your liner was not leaking According to Mr***, he found the leak, but that is not trueI had to put my head into the water, look upside down to find a crack in the upper portion of this fitting, and had to shove a toothpick into the slit so he can see what I was talking about and then he insisted to go into the pool and double check my findings I guess he believes he is never wrong and is also a pool “expert”Again according to Mr***, our electronic leak detector did not workHowever, there were not leaks found because there were no leaks and proved out that there were no defects in our materials or workmanship He mentioned pool putty, yes we did use pool putty because we were looking to resolve any possible seepageIn response to his remark about irregular seams there is approximately feet of seams in his size pool And there are seams in virtually everything in everyday life such as: wallpaper, siding, carpets, clothing, furniture, basically everything has seams in it and if you look hard enough you can find something you don’t like if you are using a microscopeRegarding his response to the “air”, we looked at the pump times that day, he used his flashlight and still did not find anything the entire time we were there, I have no clue what he is talking about And if there is by chance some minute amount of air, I don’t know how it would affect the running of his poolIn his next response, he said my wife was told to go into the house and then not to go into the house according to him in the same sentence So yes I did speak to her about the negative questions and said if you are going to continue to ask negative questions you will have to go into the house because I had to concentrate to find the leak which was not part of our contracted work, I could not split my time and be an instructor And like I said in our first response, we hugged, had a cigarette together and even offered her a $gift certificate to [redacted] which she said no, we are okay He is saying we are unprofessional, after we made additional to separate trips to his house to resolve a leak which we did not cause nor contracted to resolve and probably spent plus man hours with the owner of the company present at almost every occasion Doesn’t sound unprofessional to me They did not communicate properly in a timely fashion In the pool season, we are very busy solving people’s pool problems On the rare occasion that a pool leaks after we have left the property, we find the time to get back and resolve the problem that is why we have such a good reputation In this particular case, it was a very difficult leak to detect and we did not give up and it took time but it was finally found, again not a leak related to Mid State! To say it wasn’t done in a timely fashion, how long does it take to find a leak? It takes as long as it does to find it It was found and we never gave upI did have two surgeries during that period of time and needed recovery for each and this is one of the first jobs that I went to when I was semi-healed So, oops sorry I am humanAccording to Mr***, our customer service is horrible and calls were not returned When somebody keeps pulling the negative, sarcastic, obnoxious behavior attitude that he did, do you think you are going to be the first call in the morning? You get more bees with honey than you do with vinegarIn conclusion, I know that MrRusso will never let this go, he wanted to provoke me at the last time I saw him and my crew complimented me on my self- control This is going to be a he said she said dispute and I think the real reasoning is that he is just frustrated in his own world and wants to pollute ours as wellThank you [redacted]

Complaint: [redacted] I am rejecting this response because: We have already spent over $700 to repair wrinkles. And will not spend anymore money on this liner. Mid State has still not explained why this happens every year. Regards, [redacted] And [redacted]

Complaint: [redacted] I am rejecting this response because: This response is inaccurate in many ways My pool was not leaking prior to Mid State Pools installing a new liner I know this due to the fact that I measured with a water bucket test when I opened the pool in the spring Dave the owner did not isolate the leak I *** ***, the homeowner isolated the leak by plugging the returns one at a timeI then told Dave about the leak Mid State Pools leak detection system did not work They installed putty around the main drain which was not necessary There is also an irregular seem in the liner which should not be in the location it is My pump is still pulling air after Mid State Pools broke down the pump system My wife was not asked to go in the house, she was scolded for asking too many questions and told to go in the house amongst other things by the owner Dave Completely inappropriate behavior from any business owner Mid State Pools conducted themselves in an unprofessional manner They did not communicate properly or in a timely fashion at all Their customer service is horrible both in the office and out My calls were frequent and repeatedly never returned in a timely fashion Regards, [redacted] ***

To whom it may concern: Mid-State Pool Liners, Incdid install a liner in July in the *** pool. We were not contracted to do any pipe testing or leak detection in any of the skimmers, main drains, pool jets, step jets, the 8’stairs, or any of the pump or filter. As
to Mr*** claim the pool was not leaking prior to us doing the work I do not believe that he could not have accurately known that considering the fact that we had close to feet of rain over the prior two months before his installation, which would have offset any water loss making it nearly impossible to be conclusiveMr*** said his pool was leaking, so we came back and put sealer around the two step jets which under our dye testing showed a small leakWe returned again because he said it was still leaking and we electronically tested our new liner and did not find any holes. We also checked other plates and tightened as needed. We again returned because he said he was still leaking, pumped out the entire pool and saved almost all of the water in our containers; we went underneath the liner and did not find any holes or leaks around the fixtures. At that point we should have said we were done and left because everything that was contracted to do was holding water. Instead, I tried to go the extra mile and gravity tested all the pipes which necessitated taking them all apartThere were no leaks. When they were put back together, there may have been a small air leak. We returned on another trip to replace all of the valves, which should have been a chargeable item, since the only reason they were taken apart was to do an additional leak detection which was not on the original contractHowever, we did not charge for this. Mr*** again said his pool was leaking and we returned again. I then, even with my 40+ years’ experience got lucky and found a split in one of the step fittings that was caused from chemical degradation to the fitting along with the dirt settling around the pipes on the pool. It was in the upper portion of the fitting which you have to put your head upside down in the pool and look straight up to find it, which I did. As soon as I found that, Mr*** went back to the pump to try to find air. There was none. We must have gone back and forth to the filter times looking for the air. I cleaned off his Vaseline off the top of his pump with WDso he could see clearly there was no air. He then went into the house to get a powerful flash light and cupped his head and hands around the lid to make it dark while shining the light inside. He still could not find any air. He kept going back and forth to this; I finally said “Dude, you are obsessing.” I then offered to seal the leak at the fitting on the side of the step for no charge, if he would simply rescind on his complaint with the Revdex.com. He said, “I’ll see what I can do.” To that I said, it does not sound very confident to me that you are going to clear up the complaint, even though I have offered to clear up your pool issue. To that he said, ‘I will research it’, and at that point blamed us for cracking the fitting on the side of the stair. Even though the fittings are vertical and the treads are horizontal in a totally different part of the stepI said if you are not going to be cooperative, then I am done and you can fix your own leak, and I leftWhile it did take a while to diagnose the source of the leak (leaks) we stuck it out and went way over and above what the original contract stated. A new liner does not necessarily mean a pool holds water; there are many other places that leaks occur. With the amount of rainfall we had in the early part of the spring, I think his over confidence that his pool was not leaking skewed the direction of this project from the beginningLastly, I did ask his wife to go into the house because she was relaying her husband’s negative comments and questions he kept pressing her to ask me, while I had a total of people on the job that I was directing. She actually did apologize to me for his annoying interruptions. I also apologized and we hugged! As far as I am concerned, we have done everything to be cooperative and accommodating *** ***

Complaint: ***
I am rejecting this response because: MrF is a liarThe first time Mid State came to our house was the summer after the hurricane, we had water above the poolMrF told us water had gotten behind the linerThat caused the wrinkles.The liner was years old and we never had a problem with wrinkles prior to the hurricane.Before that liner, our liner was years old and never had a wrinkle, it was replaced due to fadingAlso, Mid State pool did NOT install the steps, we paid another company.As far as a Huge pile of rocks and bones, there was no HUGE pile of anythingThere were small bones possibly from a small frogI don't know what my dogs would have to do with thisHe never told us the liner would not last because of debrisAs far as MrF offering to reset the liner, we had to call his company many, many times, after which we had to write a letter to get him to respond to usThe reason I wrote to the Revdex.com due to the fact that MrF does not return callsRegarding 2014, we wanted the wrinkles removed but could not get the company to come out to our house, when they finally offered to come remove the wrinkles the summer was over and we were closing the pool, it made no sense to pay to have wrinkles removed when they might possibly be there when we opened the pool again in the springThat is why it was done in 2015. Regards, *** And *** ***

I have been speaking with Scott (cc’d on the email) from Mid State. We have come to an
agreement that both myself and Midstate pool liners will split the cost of replacing the lamp. The cost was was quoted at $and I have agreed to pay the $as my half of the payment. They are scheduled to install the new light fixture on 8/6/2015. Scott and Wendy from Mid State, were very helpful in the final resolution and I would consider this complaint resolved and closed. Thank you for your help in this matter and if you need any further information please do not hesitate to contact me. Thank you,

Our crew will be out to resolve the issue at Mr. [redacted]'s house no later than mid week of July 20th. We have been in contact with him and promised we will review the situation with him.Thank you

To whom this may concern: When we first saw the [redacted] in 2011, we gave them an option to reset their liner because there were wrinkles on the floor or put a new liner in (we still have the proposal stating that the liner had wrinkles from floating,and the new liner contract).  So prior to Mid...

State Pool Liners ever being there, this pool already had a floating condition.  The liner that we changed was only 8 years old.  We returned the following year to put his drop in stairs in at no charge, not part of the original contract.  I, David F owner, went out in 2013 and charged $350.00 to remove the wrinkles, solve some air leaks at his pump and remove a huge pile of rocks and small animal bones. (They told me they have dogs and maybe they were involved, they actually saw the bones and rocks). I told the customer that this liner would not last too long if this was the kind of debris that I was finding inside the pool.  It is going to cut the liner and possibly cause more floating and wrinkling.  In June of 2014, we offered again to reset his liner.  Our normal price with a crew, and to save his water would be $1,200.00.  However, I offered to do it for $550.00, because I have a method of removing the wrinkles without taking the water out.  Mr. [redacted] did not want to do this, he only wanted to pay $400.00.  We finally came to an agreement of $475.00, but he did not want to do the job. In 2015, we again offered to reset the liner/remove wrinkles for $400.00 which was less than the previous year, which Mr. [redacted] agreed too. There are three possible causes for his wrinkling issue: 1) if the pool gets lowered during the winterization then in clay conditions, such as he has in his yard, the liner will get more pressure underneath causing it to float and wrinkle.  2) There may be small leaks in his pool from all the sharp debris in his pool which I removed, which during the season people attribute small water losses to evaporation when in reality there may be leaks, but they add water to keep it at the proper operating level.  3) In the winter when you cannot see the water height it may go down some percentage which they cannot see that makes the ground water more susceptible to floating and wrinkling the liner.   Every time we get a call from Mr. [redacted] it is in the spring after the pool has been opened.  We never get calls during the pool season that the liner is shifting or wrinkling when the water is at the proper level.  So it is quite obvious that the water height is not being maintained at the proper level in the winter.   There is nothing wrong the liner or the workmanship of my company.  It is quite simply a combination of clay ground which has no perk and improper water level during the winter.   Thank you very much,   David F President Mid State Pool Liners, Inc.

Complaint: [redacted]
I am rejecting this response because:We are not spending another penny on this liner. We have already spent too much money to remove wrinkles. Let us clear something for Mr. F, we never said Mid State was responsible for wrinkles after the storm. Mid Stage installed a new liner for us AFter the storm, that is the reason we were putting in a new liner. The following year after the liner was installed, by Mid state we had wrinkles. There was no storm.   As far as the rocks and bones, I did not say there weren't any, there were small bones, that looked like they were from a VERY small frog. If Mid State pool wants to take responsibility for there work they can remove the wrinkles at no charge and explain why we are having a problem, that we never experienced before.   
Regards,
[redacted] And [redacted]

Complaint: [redacted]
I am rejecting this response because: We have already spent over $700 to repair wrinkles. And will not spend anymore money on this liner. Mid State has still not explained why this happens every year.
Regards,
[redacted] And [redacted]

The installation of the liner began on Saturday June 6, 2015. We have spoken with the customer, Mrs. [redacted], earlier today and have resolved the issue with her. Our crew will be returning to her house tomorrow Saturday June 13, 2015.Mrs [redacted] said she will be contacting your office to retract...

this complaint.

Complaint: [redacted]
I am rejecting this response because:
This response is inaccurate in many ways.  My pool was not leaking prior to Mid State Pools installing a new liner.  I know this due to the fact that I measured with a water bucket test when I opened the pool in the spring.  Dave the owner did not isolate the leak.  I [redacted], the homeowner isolated the leak by plugging the returns one at a time. I then told Dave about the leak.  Mid State Pools leak detection system did not work.  They installed putty around the main drain which was not necessary.  There is also an irregular seem in the liner which should not be in the location it is.  My pump is still pulling air after Mid State Pools broke down the pump system.  My wife was not asked to go in the house, she was scolded for asking too many questions and told to go in the house amongst other things by the owner Dave.   Completely inappropriate behavior from any business owner.  Mid State Pools conducted themselves in an unprofessional manner.  They did not communicate properly or in a timely fashion at all.  Their customer service is horrible both in the office and out.  My calls were frequent and repeatedly never returned in a timely fashion.    
Regards,
[redacted]

Our response line by line He said he is rejecting our response which is exactly what we expected from him. When we asked him to resolve the leak after we found it, he didn’t want to resolve it. When we wanted to resolve Revdex.com complaint he did not want to resolve it. He is acting very negatively with negative questions and derogatory remarks about every aspect of our entire company and that is not the reputation we have.  And with regards to this entire issue, the leak was not our leak nor our fault or any part of the contracted work we performed. He said my pool is not leaking, it is impossible to determine with the amount of rain we had and why would you put in a new liner when your liner was not leaking.  According to Mr. [redacted], he found the leak, but that is not true. I had to put my head into the water, look upside down to find a crack in the upper portion of this fitting, and had to shove a toothpick into the slit so he can see what I was talking about and then he insisted to go into the pool and double check my findings.  I guess he believes he is never wrong and is also a pool “expert”. Again according to Mr. [redacted], our electronic leak detector did not work. However, there were not leaks found because there were no leaks and proved out that there were no defects in our materials or workmanship.  He mentioned pool putty, yes we did use pool putty because we were looking to resolve any possible seepage. In response to his remark about irregular seams there is approximately 250 feet of seams in his size pool.  And there are seams in virtually everything in everyday life such as: wallpaper, siding, carpets, clothing, furniture, basically everything has seams in it and if you look hard enough you can find something you don’t like if you are using a microscope. Regarding his response to the “air”, we looked at the pump 10 times that day, he used his flashlight and still did not find anything the entire time we were there, I have no clue what he is talking about.  And if there is by chance some minute amount of air, I don’t know how it would affect the running of his pool. In his next response, he said my wife was told to go into the house and then not to go into the house according to him in the same sentence.  So yes I did speak to her about the negative questions and said if you are going to continue to ask negative questions you will have to go into the house because I had to concentrate to find the leak which was not part of our contracted work, I could not split my time and be an instructor.  And like I said in our first response, we hugged, had a cigarette together and even offered her a $150 gift certificate to [redacted] which she said no, we are okay.  He is saying we are unprofessional, after we made additional 5 to 7 separate trips to his house to resolve a leak which we did not cause nor contracted to resolve and probably spent 40 plus man hours with the owner of the company present at almost every occasion.  Doesn’t sound unprofessional to me.  They did not communicate properly in a timely fashion.  In the pool season, we are very busy solving people’s pool problems.  On the rare occasion that a pool leaks after we have left the property, we find the time to get back and resolve the problem that is why we have such a good reputation.  In this particular case, it was a very difficult leak to detect and we did not give up and it took time but it was finally found, again not a leak related to Mid State!  To say it wasn’t done in a timely fashion, how long does it take to find a leak?  It takes as long as it does to find it.  It was found and we never gave up. I did have two surgeries during that period of time and needed recovery for each and this is one of the first jobs that I went to when I was semi-healed.  So, oops sorry I am human. According to Mr. [redacted], our customer service is horrible and calls were not returned.  When somebody keeps pulling the negative, sarcastic, obnoxious behavior attitude that he did, do you think you are going to be the first call in the morning?  You get more bees with honey than you do with vinegar. In conclusion, I know that Mr. Russo will never let this go, he wanted to provoke me at the last time I saw him and my crew complimented me on my self- control.  This is going to be a he said she said dispute and I think the real reasoning is that he is just frustrated in his own world and wants to pollute ours as well. Thank you [redacted]

We would like to get this clear.  Mr. [redacted] is saying after the storm, he had wrinkles? Superstorm Sandy did billions of dollars of damage in NJ alone.  The huge amount of water that occurred during the storm was enough to lift the liner and cause wrinkles.  The specific gravity of vinyl liners is approximately 1, which is the same as water.  If ground pressures from water become greater than what is inside the pool then it will lift and wrinkle.  This is Mother Nature, not Mid State Pool Liners.  We would be willing to resolve this at a loss with a cost to the [redacted]’s of $400, to be completed in the next 2 weeks as long as there is a mutual agreement.     By the way, name calling i.e.: “Mr. F is a liar”, might be better used to describe Mr. [redacted] because there were bones and rocks in the pool.  I put them on the lounge chair, he came home and said, “What’s all this stuff?”  I said bones and rocks I took out of your pool.  If this liner does float/wrinkle it could be caused by tiny holes from debris that saturate the ground, leaving the pool susceptible to floating.  I think he should monitor the water level before any work is done to the pool, so this doesn’t keep happening.   Sincerely, David F President Mid State Pool Liners, Inc.

As noted in the earlier response dated June 29, 2016, Mid State Pool Liners, Inc. did not cause the wrinkles in the liner, it was Mother Nature.  If there is ground pressures from water greater than what is inside pool then it will lift and wrinkle the liner.  We are willing to resolve this at a loss to us with a cost to the [redacted]'s in the amount of $400 to be completed within the next two weeks as long as there is a mutual agreement.  Sincerely.David FPresidentMid State Pool Liners, Inc.