The Pool Guy

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We regret that, based on the customer's responses, it may not be possible to reach a mutually acceptable resolution on this matter The customer is making claims and assertions for which she is not providing adequate proof In each successive reply to our responses, she is adding details that she has not brought up previously, which makes it increasingly difficult to arrive at a comprehensive resolution Additionally, the customer is showing no intention of considering our explanations, stating instead that she "questions the validity of any information provided by [our] company." Therefore, rather than further drag out this matter, we wish to state that our final position is as follows:
The filter in question was aged and near end of life We have photos and serial number to corroborate this
There is a question of valves - which ones were set to which positions, and though the customer is claiming she was told that a valve was responsible for the rupture of her filter, she has not shown proof, neither of this statement, it's source, or even a photograph of the valve in the actual position in which it was allegedly found We have photographs which we have annotated and attached to this file
The customer is seeking for us to pay for her new filter, which was due for replacement She has not provided adequate reasons why we should be responsible for this
Because of the delays in attending to her complaint, which we regret, we have offered two months free Platinum Pool Care, with a value of nearly $ We stand by this offer Should the customer wish to accept this offer, she need merely call our office and service will be initiated immediately, with no further obligation
In lieu of free Pool Care, if the customer wishes, we are also willing to issue her a check for $ This offer will stand until close of business today, September 30, 2014.
In regards to the leaking pool pump, which was brought up only in her last response, we are happy to provide warranty repairs to this pump We were previously unaware of any issue with her booster pump If the customer wishes, she may also place a warranty claim online at ***
I am rejecting this response because: the contention that it is "impossible" for the shut off valve to affect the pool filter is faulty. I dont have the valve that Pool Guys is using as an example. I question the validity of any information provided by the company
I am attaching the picture showing the pool return shut off valve is located after the filter systemYou show your lack of knowledge of my system by implying I have a different shut off valve Additionally, your assumption that the filter is years old is just an assumption. As you know manufactured item may be made during one time period but installed at a much later date. In fact your technician offered to install the exact same model of filter for less if I would pay him "under the table." Also, if the pump is too strong, why did you recommend that size pump motor? I informed your technician and your office manager the first time your company cleaned the filter in the prior year that he put in too much DE which caused the increased pressure. When I cleaned the filter myself, the pressure always dropped to around psi which is a very acceptable range. Is it just a coincidence that the system failed the day after your technician supposedly cleaned it? Why would he get so upset with me when I requested an estimate for a replacement? Why did the company wait so long to respond to my complaints? Since my pool was turning green, a week after it happened, I finally called another company. He tested my water and it indicated there was no discernable chlorine level.
The name of the business that installed the filter system is on the receipt that I provided earlier. I am also attaching another copy to this mail You are more than welcome to contact them; however, understand that they are a very busy company and there is a significant time lapse in your followup. It may be unreasonable to expect someone to remember all of the details of a conversation that was held several months ago
Your statements that you back your service is untrue. I have had numerous requests that have gone unanswered. As you said in your first response, I should not have had to resort to contacting the Revdex.com. My actions are after months of waiting for your response
I am also attaching a picture of the booster pump that your company installed. After one year it is leaking

Neil from the Pool Guy offered great advice after *** Pools completed my pool build and didn't grade/protect the pool from the new landscaping per the statement of work My pool ended up getting flooded with a ton of dirt that washed in after the first rain He simply said let the pool filter do the work He had me run the filter for 24hr/day until it was clear Cleaning the pool filter 2-times a day got my pool back in swimming condition in days I am very happy with his service and recommendations

Hello Ms***,
First and foremost, please accept my sincere apologies
You should not have had to file a complaint with the Revdex.com to get a resolution from us I offer no excuse other than to say that we have been severely
understaffed and overworked since early Spring I am sorry for the inconvenience and frustration this undoubtedly caused you
It is my desire to resolve this issue for you as quickly as possible, in a fair and equitable manner We are fully prepared to pay for the cost of your filter if, indeed, it can be proven that its failure was a direct result of our technician's actions
In looking over the information you've provided, as well as your pool's service history, I note the following:
Your pool filter was a Hayward DE2420L, serial number 21246-330D (See attached photo A from our files) Per Hayward records, this filter was produced in 2002, making it years old this year The average life for a fiberglass DE pool filter, when matched with an appropriately sized pump, is 8-years
In March of we replaced your pool's pump, pool cleaner, and pool cleaner booster pump (See attached photo B) In spite of its age, you elected not to replace the pool filter at that time
The previous pool pump was a 1HP with service factor, making it considerably oversized for the filter (See attached photo C) Because of this, until we replaced the pump with a more appropriate, 3/4HP model (in March 2013, as mentioned), filter pressure ran very high, ranging between and 35psi (per our records since beginning your pool care in October 2012).
The photo of the ruptured filter body that you provided (attached photo D) shows the split at a seam of the body, a likely place for such a failure to occur due to age and continued high pressure conditions
You mention that the contractor you hired to replace the filter indicated to you that he suspected the multiport valve had been left closed, and that, in his opinion, this directly resulted in the ruptured filter body However, this is simply not possible. The multiport valve (or "return valve", as you referred to it) on your filter, when in the CLOSED position, stops flow at the "PUMP" port, not allowing it to reach the filter If this valve were in fact left in the CLOSED position, a rupture may have occurred between the pump and the valve, but never in the filter body (See attached screenshot or see Step at ***
Based on this information, and in the absence of proof to the contrary, we have to conclude that the failure of the filter was due to its age and prolonged high pressures over its lifespan, and was not a result of our technician's actions
I do regret that we could not respond to your concerns in a more timely manner, and understand that we lost your business as a result If you would be willing to give us another chance, I am prepared to offer you two months complementary pool care, at our highest, Platinum level If you are happy with our weekly service and wish to continue with us at the end of that time, we would be delighted However, the choice is yours; there will be no obligation
I look forward to hearing your thoughts
Sincerely,
*** ***
Senior Pool Specialist

On 5/I sent a 12- check for an adaptor for a fanOn 5/I wrote asking where my order wasOn 5/*** wrote back saying she has my check in her hand and will process the order today(5/23)On 5/I wrote asking about my order*** said my order was mailed on 5/I asked for tracking informationI never received any responseI wrote several times moreOn 6/*** now wrote asking me to wait 7-days because they are in the process of moving officesI asked for a refund on 6/I am just being given the runaroundIf it was mailed 5/what am I waiting days for?
On 6/I received an email ignoring my request for a refundThe email just said she will contact the warehouse for tracking informationIt is obvious it was never mailedI could have ordered it from *** ** *** and had it in daysThey are just very dishonestThey cashed my check and never mailed me anythingI asked for a refund I told her it could be deposited into my *** accountI trie

I purchased an OCool water bottle on *** in July, and soon thereafter mold starting growing in the mouthpiece and there is no way for me to remove the part and clean it properly I'e e-mail Ocool customer service times including pictures of the moldy mouth piece and I've left voicemails and I've never received a return phone call or e-mail response

Review: In June Pool Guys cleaned my pool filter system and it was broken the next day. The technician claims it just happens due to age. I requested a formal estimate to replace the system but was not contacted or provided an estimate. The technician offered to replace the system on his own "under the table." However, I wanted it to be done by the business so I could be covered under a warranty. After a week of waiting and calling the office without a response, I finally made an appointment with another pool company. When that technician came out to install the new system, he noted that the return valve had been closed. I don't know anything about the valves and would not have touched it. He suspected that whoever was working on the filter forgot to open it and turned on the system after cleaning the filter. Without an outlet the pressure from the water caused the filter casing to explode. I have spoke with the business manager and she understood my concerns and said she would have Nathan contact me. I sent copies of the invoice and pictures of the damage June 28 and again on July 14. I receive an email from Nathan July 17 and responded the same day to set up an appointment to meet. I have not heard anything since then. He did not show up nor has anyone called me. I feel that the company is at fault for the damage and should cover the costs. I have sent the invoice showing the amount paid and pictures to prove the damage.Desired Settlement: I would like the cost for the replacement of the pool filtration system to be refunded to me since it was due to faulty service from the Pool Guys.

Business

Response:

Hello Ms. [redacted],