The Pool Store, Inc.

I have offered my best information to this complaint and cannot seem to be able to resolve it. The customer has used other pool companies for chemicals and service and yet wants to hold my company responsible for issues that have occurred. The warranty period has passed; however, in an effort to assist Mr***, I have forwarded his pictures to *** along with his concerns that we improperly plumbed the system. Once I receive the response from ***, I will forward that as well. At that point, we will go from there to see what the resolution is. I would ask, if *** confirms our installation as proper, that this complaint is closed With regards to the liner, if Mr*** will send pictures of the bleached area, I will forward to the liner manufacturer and they will confirm that the wrong chemicals (not purchased from us) caused the damage. I will not suggest so in my e-mail. I will simply e-mail the pictures and forward their response as well. I hope that this is satisfactory and hope to have an answer from *** shortly. Thank you, *** / Owner The Pool Store, Inc

Complaint: ***
I am rejecting this response because:I do not understand why the Pool Store continues to accuse a customer of improper chemical balance when they have been sent proof that the water has been routinely tested for balance (see certified letter from August of 2014). The testing that is done on the water is taught at most sophomore level chemistry classes at just about every high school in the state. And most competent home owners can do them as well. I am glad that I can show proof of treatment because I feel that the Pool Store would have claimed that no testing was done on my water without this documentation. Quite honestly, it was another pool company that confirmed my piping was not correctly configured with the heater and chlorinator being in reverse position. If the Pool Store can make a basic mistake like this, what makes them think they can test the water any better than other pool companies?In addition, it has been at least days since the Pool Store said they contacted *** about the installation and yet there is no mention of the response in the previous note. When I contacted ***, they responded within days of reaching out to them. I will gladly share the response once the Pool Store shares the response they got from ***. Furthermore, how do you know that any metal that may have corroded away from the improperly installed heater and chlorinator could have caused premature liner fading? If you say that this is not possible, I would like an explanation as to why so it can be independently verified.Lastly, I am disappointed about the customer service that your company provides, especially since you have been making a claim that I cannot be satisfied no matter what you do. That is further far from the truth. When we first were planning to put our pool in, the Pool Store owner was out to the site at least times that I can recall. And since these complaints emerged, you have not been out to my pool once. How can you diagnose these problems without ever seeing the issues yourself? All I am asking for is that the Pool Store stand behind their installation and workmanship which I would expect any reputable company to do.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Hi ***,I got an email that the complaint has been closed, but I don' have any confirmation that the Pool Store will fix my issues. I sent these pictures to you last week because I was unable to load them into the complaint from the website. Why was this closed?Thanks,*** ***
Regards,
*** ***
***.***
Dec (days ago)
to me
Hi Rain,I got an email that the complaint has been closed, but I don' have any confirmation that the Pool Store will fix my issues. I sent these pictures to you last week because I was unable to load them into the complaint from the website. Why was this closed?Thanks,*** ***
***.***
Dec (days ago)
to me
Hi Rain,I got an email that the complaint has been closed, but I don' have any confirmation that the Pool Store will fix my issues. I sent these pictures to you last week because I was unable to load them into the complaint from the website. Why was this closed?Thanks,*** ***

As the owner, I personally went to Mr. [redacted]'s house.  His wife and I spoke on site.  The pool was not opened correctly (valves were shut) and I asked her who opened the pool.  She told me her husband had a friend open it.  She called him on the phone and he I told him his...

friend didn't open the pool properly and that there was no water flow to the pump causing the issue.  He then told me he has a professional company open the pool.  I told him if the timer clicked the system on in the winter the breaker would have tripped and shut the system down.  He then told me the breaker did trip every day during the winter and he kept resetting it.  It didn't make sense. The valves were shut to the pump causing the issue.  We did not open the pool.

Complaint: [redacted]
I am rejecting this response because:
You did, in fact, charge for looking at the [redacted], and said nothing was wrong with it.  The filter did NOT need to be re-plumbed.  Nothing was done to fix the filter on the first visit, even though you said your guys cleaned it out and epoxied it closed.  Then why, on the 2nd visit, did the guy claim it was full of calcium??  I'm not going round and round with you people and you did NOTHING to fix my problem.  [redacted] did.  So please don't take credit for anything.
Regards,
[redacted]

I continually respond to the same complaint to no avail.  To hold me accountable for another companies testing, brand of chemicals, advice, etc. to me seems unreasonable and unfair. In my last response I offered my e-mail address so that Mr. [redacted] could send me the reports he has - to date I have not gotten anything.  I offered to come to his house and to date have not gotten a response to that.  I offered to bring a representative from [redacted] with me to his house and to date, nothing.  Is it possible that he is not getting my responses?  If not, I hate to say this, but I am at a loss as to how to satisfy this customer.

We would ask that Mr. [redacted] send any supporting documentation from a swimming pool manufacturer or qualified swimming pool technician confirming his statements along with pictures. Pool liners do not bleach themselves, improper pool chemicals bleach the liner.   If his statements are true, he should be able to qualify them in writing from a pool professional.  Unfortunately, we cannot control what customers add to their pool water - many use bleach, baking soda and other chemicals which can cause damage. With regards to the screw, there is only 1 screw that holds the light in.  The light itself would have came out years ago when we built the pool if we didn't put the screw in.  A simple bag of stain remover ($ 4.00) should resolve the issue.  I don't understand why the pool professionals that looked at the screw on his behalf didn't recommend it to him to remove the stain; however, he can come to the store and get a bag at no charge.  With regards to the salt system/heater, please attach pictures of your system, which we will forward on your behalf to the manufacturer of the equipment.  We will then forward their response in writing.  If they inform us we have plumbed the system incorrectly so as to void the warranty or cause the system not to function properly, we will remedy at no cost to the customer.  If you already have any such documentation from a qualified pool professional, please send that and we can go from there to help resolve your issues.We would like to assist you with your concerns.  Thank you.

Complaint: [redacted]
July 24, 2015
I am rejecting this response because: most of this response is either misunderstood or flat out false.
1. At no point did my wife or myself say we were fine with cracks in our one month old concrete. My wife had a phone conversation with Pat (foreman) on July 15, 2015 during which Pat acknowledged that two of the cracks were structural and need to be cut out and replaced. As for the smaller cracks he suggested to my wife that we caulk them. Really? Caulk them? (Why, so they don't continue to grow? That's really going to look nice.) He then said he would talk to Tony (owner) and get back to us. That is the only time we have ever gotten a phone call back from Pat or Tony since this became an issue. I have been trying almost daily since mid July to get answers, ALL of my messages for Tony to call me have gone unanswered.
2 .As I stated previously some of these cracks are small surface cracks. I felt it would be helpful if I put tape down to make sure all the cracks were identified to accurately assess the entire situation. I did say to you that SOME of these appear to be non structural not all of them. I never said you cannot see some of them (if you couldn't see them they wouldn't be cracks). Some of these cracks maybe small enough to overlook, but the quantity of small cracks is just unacceptable. It is not unreasonable for a person to expect finished concrete work to not have cracks in it in the first month or two. In April 2015, I had fifteen hundred square feet of concrete poured in my garage, not one surface crack. 3. I have read my contract and nowhere does it state "concrete does get small hairline and surface cracks" I do not believe it is the nature of concrete, but more so the result of when the concrete starts to cure too fast or if you try to finish the concrete once it has begun the curing process. I also would like to note that a few days after the concrete was poured I noticed a small surface crack and that block was immediately removed and replaced. That was very similar to the cracks that we are now dealing with. I don't understand why these ones will not be replaced as well.
4. SO WHAT YOU'RE TELLING ME IS "by the nature of concrete" ME, ANY OF YOUR PREVIOUS CUSTOMERS, AND ANY FUTURE CUSTOMERS SHOULD EXPECT AND ACCEPT THAT THERE COULD BE CRACKS IN THE NEW CONCRETE POURED AROUND A SWIMMING POOL. No, that is unreasonable and unacceptable.
5. I do not believe your foreman was out three times (what business would send someone out three times to look at the same cracks?) If he had come out a phone call to let us know what you do or do not plan to do would have saved a lot of aggravation. I believe Pat was out only once, and I know that day was a stormy day which left the concrete wet. It is much harder to see the cracks when the concrete is wet.
6. You wrote "he seemed ok, as did she when we explained it. I'm confused about the complaint." Yes you are confused, being as I haven't spoke to you or Pat since the day I first notified you of this issue, you won't return my phone call. My wife's conversation with Pat was left at he will talk it over with you and get back to us. Nothing was resolved and she was definitely not fine. To make this clear we are not ok or fine with this.
I'm in disbelief that this issue has gone as far as it has. I have never had to file a complaint with the Revdex.com or any other agency before. I just want this concrete removed and replaced. It is clear to me from your previous response and the fact that you will not return my phone call that the pool store intends to do nothing to resolve this issue. I feel that I have given the Pool Store plenty of opportunity to make the repairs needed .If I am wrong please contact me as soon as possible via email or phone. At this point believe my next options are to file complaints with New Jersey Department of Consumer Affairs and the Attorney General's Office. I am also considering legal counsel if need be to take this through the court system. Please understand that I do not think any of these are a good option for either one of us, however I am prepared to do so should it be necessary. At this time I am still hoping this can be resolved between us. All I am asking for is the broken and cracked concrete be removed and replaced with a matching finish, this is what I paid for and this is what we expected to be done.
Thank You,
[redacted]
Regards,
[redacted]

Business Response to a Complaint
Complaint ID#: [redacted]
Company Name: The Pool Store
Company Contact: Toni
Company Phone: [redacted]
Company Email: [redacted]
Person Who Sent the Complaint: [redacted]
Staff Member: [redacted]
Response: The filter needed to be re-plumbed and was completed by one of our professional service technicians. The customer was not charged to fix the cleaner because we could not fix the cleaner. The fact that everything is working now is a combination of the work we did and the work that another company was hired to do. We did no charge for the return visit. We are sorry you feel the way you do about our company. We certainly do our best to provide excellent customer service. Thank you.

I did respond to Mr. [redacted] via regular mail weeks ago.  The liner fading has nothing to do with the liner or our installation.  The manufacturer will attest that improper use of pool chemicals (not salt) causes this.  Mr. [redacted] stated that he buys all of his pool chemicals...

and products from another company but blames us for the damage they have caused?  He should contact them.  It is not a warranty issue.  With regards to the filter, please provide reports from a pool professional about improper plumbing of our filtration system.  As an engineer Mr. [redacted] states we plumbed it improperly; however, I did not receive any industry professional reports in his letter.   I see that we do not service this pool other than openings and closings and that they have never contracted us to service the heater, salt system, etc.  Like a vehicle, they need to be serviced as preventative maintenance.  There were two warranty calls (unrelated issues to this complaint) that were covered with 48 hours of him contacting us.  The labor warranty expired per the contract; however, if Mr. [redacted] can provide me with documentation from an industry related professional that we improperly installed the liner, filter etc. I would be glad to review this documentation and see if we can assist him.

I do not expect pool owners to only shop at my store for their chemicals; however, I do not expect a pool owner to hold me responsible for damage caused from improper use of chemicals I did not recommend or sell.  I have never had a customer take my advice for pool water balance that bleached the liner. Many pool companies hire 'summer help' to test and balance water that lack the years of knowledge it takes to properly advise pool owners what to put in their pool water. Improper pool chemicals when added will bleach the liner.  I don't know what else to say on that matter. My e-mail address is [redacted].  I talked to [redacted] as well.  Please forward your communications with them.  When the pool is opened in the Spring, we will bring a [redacted] representative with us and see if we can't somehow satisfy Mr. [redacted]. You can make those arrangements via e-mail or you can call my office any time.  Thank you, [redacted]

Complaint: [redacted]
I am rejecting this response because:
[redacted] is far from the truth.  This is her tactic.  She tries to push the issue on the customer instead of addressing the truth.  When [redacted] was out to my house last year, she provided me with a fence company that they work with.  I picked her company after many other companies I researched.  She told me that [redacted] would work with the fence company as far as scheduling.  When her employee [redacted] came to my house to mark out the pool, he recommended that we move the pool closer to the home, which we did.  I notified her employee [redacted] and the Fence company.  [redacted] informed me she would take care of it.  [redacted] is not telling the truth.
 
 
[redacted] stated that the leaked wasn’t until after I had contactor come out. That is not true. It took almost 8 days to fill my pool water to the level they wanted so they could start the filter. Once the filter was running, it was noticed the next day that I had a leak... Now I know why it took so long. The pool was only filling 6 inches every 8 hours.. Then leaking 1 1A during the shut off period. This is why it took so long. Which means the leak was there before construction to my patio. I would also like to state that the fence is not what cause the delay to my pool. It was rain.. The wall collapsed and it took 3 days to repair
As far as the leak.  The leak is in the steps to the pool.  It is under the concrete that [redacted] was responsible for.  There is no additional near the leak..  It had nothing to do with my additional patio I had put in.  It had nothing to do with me bringing in more dirt. They did not do additional landscaping..They completed the back fill.. They fix what they didn't say they would do.  I was told from the beginning I would have extra dirt on the property.  Not accurate.  I brought in 36 yards just to help with the back fill because the pool was elevated.  [redacted] once again makes it look like she is doing me a favor.  She is doing her job.  [redacted] is not telling the truth.  
Her company is so poorly run that the line of communication with her staff is why she is stating I have her phone number.  How many hours she works has nothing to do with her calling me back.  She told me to call her about the leak and I did, but she never call me back.  I called again and she was out.  I called again and was told she was busy with a customer.  I called again and [redacted] came on the phone.  I could go on and on with the number of calls to her.  I respect her personal life and I choice not to call her on the cell..  I did twice because I had no choice.
I am the honest one.  I informed her that her staff made a $600.00 error in my bill and told them to correct..  I could've lied..  As far as the cracks.  They were present before my concrete guy even started; which several of her employees seen.  Also, I was promised that they would come out, I waited all day and they never showed up.  [redacted] is once again not telling the truth.  In my view she is not doing any thing for me at no charge.  She is cleaning up her mess that she created.. 
The bottom line is that she wants to make it look that she is fixing my own mistakes but that is not true.  She is the pool expert; so she claims...  The issues are pool related not Customer.  The repairs her he expense not mine.  
I have been told they will be out on 6/9 to break up the concrete and fix the leak...  Then come back on 6/10 to pour the new concrete that has to be fixed...  Let's see if that happens..  As of today, no one has informed me about the my cracks...  What's her story..  I just want my pool completed and move on...    
Regards,
[redacted]
Regards,
[redacted]

I contracted with them to replace my liner, underwater light, and three valves on my filter. The contract was signed May 11th. I left a 2,000 dollar deposit. Called several times to get a start date with no success. Spoke to the owner Toni on May 23. She told me they would start on June 2. When a arrived home on May 23, I discovered that they had removed my winter cover and left it laying in a pile at the side of my pool. I have removed 8 dead rodents from the pool since the cover removal. No one came to install the liner on June 2 as promised. I called on June 2 to find out why they didn't show. I received a return phone call on June 3. I was told they would call me when the liner comes in???? If I were you I would proceed with caution if you sign a contract with the Pool Store.

I have personally been to Mr. [redacted]'s house several times.  The pool was NOT losing water until another concrete company which he hired came in and did their work.  AFTER Mr. [redacted] ordered the original fence, he later made changes which affected the time line for the fence.  (We...

did not sell the fence or did we have any control over the fence company he signed with).  Because he changed the fence, it delayed the fence for 2 additional weeks at which time we could not complete the pool and liner because Mr. [redacted] requested we hold off and wait until the fence was up to fill the pool with water.  We re-arranged the schedule to accommodate him, waited until the day before he was getting the fence and went out to complete the pool.  If he didn't change the fence, the pool would have been completed on time.
As far as the leak.  We know where it is but not what caused it.  He had other contractors out there and even did bobcat work himself with a machine he rented to move dirt around the pool; however, because we wanted to satisfy Mr. [redacted] (which seems impossible) we agreed to fix the leak at no charge.  We also did landscape work for him at no charge.  We also rearranged out schedule to accommodate him and at the end of the day it obviously doesn't matter.  We even did all this even though he was behind on payments.
I am in the store every day.  Mr. [redacted] came in at least 5 times commenting to me 'do you ever go home?'. He has my cell phone number, calls me often and yet complains that he ' can't get in touch with me'.
At the end of the day, we are going to fix the leak for him and make the repair to the concrete he spoke of.
I disagree with his 'chain of events'; however, we want do what is necessary to make these minor fixes to our product.
Thanks,[redacted]

We spoke with Mrs. [redacted] about the concrete.  The cracks are not structural as Mr. [redacted] pointed out to me that  'you cannot see the cracks'.  In order for us to even see where they were he had to put tape along side it.   Concrete does get small hairline...

and surface cracks (it's the nature of concrete as outlined in our contract).  You cannot see the cracks.  If one were determined to be structural we would replace that section.  He seemed okay, as did she when we explained it.  I'm confused about the complaint.  My foreman has been there 3 times and spoke with both of them.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
If Ms. [redacted] responded in writing, I did not receive it. It is ironic that every other piece of 
mail from the Pool Store, mostly bills, seem to make it to my address, but this particular piece of 
mail did not. This is awfully coincidental. If she still has a copy of the letter, I would like her to 
“re”send it.
Attached with my first letter to Ms. [redacted] was all of the testing that I had done at a 
local pool company so I dispute that the liner fading is due to chemicals. Is she stating that 
chemicals caused the liner fading or improper chemical balance caused this liner to fade? If 
she is claiming it is due to improper chemical balance of the water, I would like her to explain 
why the sides of the pool are not faded like the bottom of the pool. Note that my pool sees 
sunlight all day and there are no trees even remotely close to the pool. If she is saying that 
chemicals being dumped in the pool caused this, then I would like her to explain why the fading 
exists even in the center of the pool where direct dumping of chemicals is impossible. Also note 
that Ms. [redacted] has not been to my pool to see the fading so she is again diagnosing a 
problem without witnessing the issue. In no documents that Ms. [redacted] has provided does 
it explicitly state that the pool chemicals need to be bought through the Pool Store. When I buy 
a ** car, I do not have the oil changed at a ** dealership, but I expect ** to warranty my 
vehicle so long as I follow the maintenance schedule in the owner’s manual. I believe I have 
kept up with all known maintenance. 
The [redacted] installation manual for the heater specifically states how to install the heater 
properly. There is no need to seek out a pool professional to confirm what is already in writing 
from the manufacturer of the device. I am also curious as to why Ms. [redacted] would have 
me seek out professional advice from a pool expert about installation of pool equipment when 
she has already questioned those same people about their capability of testing my water. Could 
it be that she is deflecting blame for her own improper installation? The installation manual for 
the salt chlorinator, which is also a [redacted] product, also lists the exact same configuration 
for the installation that the heater installation manual does. Specifically, it says that the salt 
chlorinator needs to be installed downstream of the heater, lower in elevation than the heater to 
protect against back flow, and with a check valve in between the two items to provide additional 
backflow prevention. It also says that the warranty is not valid if it has been installed improperly. 
I can send pictures to show you the piping configuration so you can see for yourself that it is not 
installed the way the [redacted] manual specifies it should be installed.
If the Pool Store wishes to correct the flawed piping, I would like them to submit a sketch 
of the proposed piping redesign so that I can have it evaluated. In addition, I would like 
to know how they will check the heater for possible corrosion issues due to their improper 
piping arrangement. I don’t feel that it is my fault that they piped the unit up incorrectly which 
invalidated the warranty.
The Pool Store has done water testing for me and I can provide credit card statements to 
prove it. The fact that Ms. [redacted] does not have record of this is disturbing. With regards 
to servicing the heater, the maintenance section of the owner’s manual says that the only 
requirement is that proper chemical balance of the pool water needs to be maintained and it 
actually list the ranges in a table. I have records to show that the water is routinely tested. With 
regards to the salt chlorinator, I have called the pool store when the service light has come on 
and have been instructed to press and hold a button until the light goes out. I had the Pool 
Store open and close my pool every year since they installed it, except for this fall because I 
refuse to do business with a company that treats their customers in this manner. 
I received no response from Ms. [redacted] about the screw that was found in my pool when 
it was opened this year. It caused a rust stain and the Pool Store has yet to address it. I took the screw to another pool company and they thought it could be from my pool light and the Pool the screw to another pool company and they thought it could be from my pool light and the Pool 
Store has known about since at least the time I sent them a certified letter about it and has yet 
to do anything about the stain or the fact that it may be from the light. 
Ms. [redacted] has given no response to the leak in the backwash line. It has been leaking for 
some time. This should be something that is addressed as part of the pool opening. When they 
put the hose back on and get the pump primed and running, they should test the backwash line 
for leaks. Either they don’t do it as part of the opening, which makes the opening incomplete, or 
they choose to ignore the leak when they test it out.
With regards to ineffective customer service, the Pool Store was contacted initially on the week 
of June 5th. I was told that someone would be coming out to look at it and for several days, no 
one came out. The Pool Store was again contacted on June 11th about the pump issues and 
it was at this time that you were belligerent with me as outlined in my initial letter to you. It is 
during this conversation that you stated that the water quality caused the corrosion of my pump 
bearings, and you have yet to respond to the fact that this is a technical impossibility since 
the motor (where the bearing is located) does not see contact with the water and this would 
also corrode my heater. I was told at this time that the service men would be out on Thursday 
June 12th. No one showed up again and when my wife called the Pool Store, she was told the 
service people would be out first think in the morning the next day. On Friday June 13th, they 
finally showed up, but it was not first thing in the morning as initially told. It was at about 1:30 
in the afternoon. They were at the house for about 10 minutes and left. It is not known what 
they did. Finally, on June 14th (Saturday), I went to another local company to get a motor and 
installed it myself
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As long as Ms. [redacted] continues to expect customers to buy all of their pool products from her specific business, this will never be resolved amicably.  As I previously stated, there is no requirement to buy pool chemicals from one specific pool installation company.  All pool companies have technicians that can test the water appropriately and all chemicals that are needed to adjust the water are similar as well.  I still don't understand why she wanted me to have one of these companies inspect the incorrect piping arrangement when she is questioning their ability to test pool water.  I have attached a picture showing the fading of the entire liner.  It has been that way for at least two years.  The Pool Store purchased and installed the liner and therefore represent the product that they installed regardless of what they may think.  It is particularly disheartening that Ms. [redacted] has not been out to inspect any of these issues to date.  I have not even received the rust stain remover that she had stated she would provide in a previous response.  As for the piping arrangement, I have already received confirmation from [redacted] that it is installed incorrectly.  If Ms. [redacted] will provide email contact information, I will be glad to forward it.  If the Pool Store wishes to wait for another response from [redacted], that is their prerogative.  But as spring approaches and I set a date to open my pool and they let this remain unresolved, I will seek a remedy from another company and pursue economic recovery from the Pool Store for their improper design.  If the Pool Store plans to do the repair to the piping, I would like to see the plans of the piping rearrangement they plan to do before I authorize the repair.  The two three way valves they installed on the heater prevented isolation when it wasn't needed because it would have totally blocked the unit full of water and any increase in daily ambient  temperature could have caused the piping or tubes to burst from hydraulic expansion.  I would also like [redacted] to inspect the pool heater to ensure that it is still acceptable for use since it has been in a corrosive environment for so long.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
That is not true.  I did pay $40 to get the [redacted] fixed.  The plumbing didn't need to be redone.  In fact, I was told by Sam and Toni that it didn't have to be done.  That if I had $400 to spend and wanted to get it done, at some point, that was fine.  The [redacted] wasn't working because there was something wrong with it (not because of the plumbing) which you didn't find on more than one occasion.  In fact, your guy put it in the water and told me and my husband that it was working...which it did for a minute, then stopped.  Then he said, "Well these just aren't good products.  You should get a new robot."  No one ever said they cleaned out the calcium with the salt water machine.  Just that it was LEAKING, on the FIRST visit, and that's why they epoxied it.  On the SECOND visit is when they said it's completely filled with calcium.  How did they take it apart and clean it when it was epoxied closed?  Not to mention the fact that you NEVER respond to phone calls.  Say what you will.  It's obvious that you have many complaints about the fact that you never get back to people and don't get the job done right.  I sent other people to you who had issues too and switched to someone else.
Regards,[redacted]

Review: On April 23, 2015 I signed a contract with The Pool Store for work that needed to be done to my pool. They quoted me a price after coming to my house to see the job needed to be done. I gave a $1500.00 deposit at the time of signing the contract. The job was started on May 1 as promised, cement was cut and trench dug. On May 20 the pool was looked at by the cement guy and was left a message that the job will be completed on Saturday, May 23. I called The Pool Store at 1:35pm to see if I was on the schedule and the sales person said that I was. No one showed. On May 26 I was told the return lines will be drilled out, and at 5p I called the store to speak to [redacted] the owner, she asked me "what was the plan". I told her [redacted] said [redacted] was coming at 4pm. Then [redacted] said she was going to have a service tech come out and get a plan. On May 27 I called The Pool Store and spoke with [redacted] and was going to speak with the scheduler and get me on the schedule. The concrete left on the street from the pool was finally picked from the street after being promised many times. I spoke with [redacted] on May 30 and he promised the schedule concrete install. On July 8 I left a message after leaving one earlier in the week for some info on the job. July 10 I spoke with [redacted] and she said [redacted] is coming out on Tuesday to look job over and she will personally call me back, which she did not. On August 3 [redacted] showed up to prepare the ground for the concrete and on the fourth the concrete was poured. [redacted] said he would be back the next day and clean up. Called The Pool store and spoke with [redacted] regarding my balance and told him I was not paying until the job was done. I have been promised over and over that this job would be complete and three months later it still is not. At one point [redacted] stated " I see you still have a balance" and I replied I see the work is not done. I regret getting involved with this company. All contact with this company has been initiated by me.Desired Settlement: I want the job done as promised 3 months ago and an adjustment on my bill of $500.00 for the time I have spent on the phone trying to get the job done. Also because if this delay which is completely the fault of The Pool Store and their miscommunication with me and each other I have not been able to entertain around my pool all summer because of the 2 large pieces of concrete missing for fear of an accident.

Business

Response:

We are calling the customer to schedule a date to meet on site. Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,