The Pool Store, Inc.

Review: I entered into a 30 day contract with The Pool Store on 3/25/13 to build an in-ground pool. The pool placement consultation occurred on 4/28, excavation on 4/30 and I am still trying to resolve a final issue with the pool liner prior to closing the pool for the winter. Currently, the liner is slipping out of the track near the fiberglass “buddy seat” in the deep end. This is a replacement liner which was installed on 9/28 to rectify an earlier problem with the original liner installed in June. Throughout this whole process, we have endured numerous and ongoing, installation issues since the initial pool fill on 6/22, including: 3 separate pool leaks, improper grading following the concrete pour, and 3 separate liner issues (plastic piece left under liner during original install, vinyl patch placed on first liner and we were not notified of tear/rip in liner, and current issue with the liner slipping out of track).

In all cases, response time has been extremely slow, with an average of 13 days to rectify relative to the initial report (not including the currently unresolved liner issue reported on 10/7). To rectify several issues that have already been addressed, the pool has been drained and re-filled 2 additional times since the 1st fill and initial start-up on 6/22. Additionally, while waiting for the leak issues to be rectified, we have had to “top-off” the pool every 2 - 3 days from 7/5 through 10/8 (>$350 in water).

In addition, we have consistently encountered failed promises for return phone-calls and missed/rescheduled appointments. In many cases, appointments were missed out-right with no prior phone call. The quality, service, and timeliness that we have experienced is in full contrast to all information that I collected and reviewed prior to signing the contract, including: statements made by the owner during pre-sale discussions, advertising on The Pool Store’s website, and reviews that I received from interviewing 6 referencesDesired Settlement: Finish the job - fix the liner, place trim caps on the buddy seat, cover the pool, and provide all product warranty certificates (filter/pump, heater, salt system, liner, and cover - after cover installation and the company's prompt receipt of my final cover payment of $918.99)

suspend final 3% pool payment of $606 due to extreme dissatisfaction and to cover my out of pocket expenses to re-fill the pool twice and to top off the pool every 2-3 days from 7/5 - 10/8.

I am also bringing these issues to the attention of the Revdex.com to provide a source of information relative to any continued monitoring that the Revdex.com may wish to perform to ensure future consumer satisfaction. This entire process represents the worst customer service and some of the most incompetence in a professional trade that my husband and I have ever experienced with a hired contractor. I would be happy to provide further details of all problems, including descriptions/emails/pictures and the timeline.

Business

Response:

This customer purchased an in-ground pool without the consent of her husband and he very unhappy about it. He didn't want the pool. Throughout the installation, he would call numerous times at night (after hours) and leave threatening messages on our answering machine (47 total - all of which have been saved). The appointments that were missed were because I wouldn't allow my employees on the property without Mrs. [redacted] there. One day they showed up and he was practicing throwing knives in the back yard while they were trying to work on the pool. She would call me and apologize and agree to leave work to meet my employees at the house to guarantee their safety. Weeks after the installation, there was a 'hole' in the liner. They said it was there from the beginning. In an effort to satisfy Mrs. [redacted] we replaced the liner at no charge and agreed to issue a credit for the water. We closed the pool and installed the safety cover she purchased. It was my understanding the issue was resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The account of the issues encountered and the lack of timeliness to address the issues are true and accurate: 3 separate pool leaks, improper grading following the concrete pour, and 3 separate liner issues (plastic piece left under liner during original install, vinyl patch placed on first liner and we were not notified of tear/rip in liner, and issue with the replacement liner slipping out of track). To address these issues, the pool had to be drained and filled 2 times after the initial fill. To this day, 5 months after filing the Revdex.com complaint, I still do not have the trim caps for the buddy seat or copies of all product warranties.

The issue of my husband not wanting a pool is irrelevant as I do not require consent to enter into a 30 day contract for which I paid cash. What my husband did not want was his wife to be taken advantage of by a company that was way over the 30 day contract and built a pool that consistently leaked. 47 voice mails and extreme frustration was predicated upon multiple pool installation issues and failure to complete a 30 day contract on time. The Pool Store received the first voicemail from my husband in early June, approx. 45 days into a 30 day contract when we were still far from a finished job (no concrete, no pool bottom). During this time, I was being presented with delay excuse after delay excuse and no sense of urgency when I placed multiple polite phone calls and in person store visits.

This job took 6 months from the day the excavation began until all issues were fixed so that the pool did not leak. Those are the facts, and those facts are far from the 3 weeks advertised on the website and 30 days printed in the contract.

The store's response does not provide the trim caps that have been repeatedly requested since 6/24/13, or copies of the product warranties, or any acknowledgement of any culpability in multiple installation issues incurred over a 6 month period.

Regards,

Business

Response:

We did everything we could to satisfy this customer. With each new phone call comes a new complaint. The initial Revdex.com complaint has changed with new accusations To prove our point, this customer purchased additional pool equipment at the end of the season and had us do additional work on the pool (after she was so unsatisfied, it doesn't make sense). She told us the Revdex.com complaint was retracted. We replaced the liner under warranty even though no warranty should have been in effect (as per contract - balance still unpaid). We literally have 41 threatening rants on our answering machine from the very beginning of the installation, throughout the process. She knew we actually kept them just in case something were to happen and even turned to local police officers for advice. We have done everything to try and satisfy this customer to no avail. I would like it noted, it is our only Revdex.com complaint for all of 2013. I would welcome anyone to listen to the rants we were left daily - before we ever begun construction, her husband was furious that she purchased the pool without his consent. The pool did not take 6 months to build and we can prove it. The pool was purchased at the end of March with a tentative start date of May 1st. By May 5th, the pool was dug and construction started. The pool was done and filling with water June 16th (We have pictures) Keep in mind, there were 20+ days of rain in May/June 2013. Secondly, there were several times we showed up to do work and her husband had the gates padlocked so we couldn't get in. Take all of that into account and we still finished the pool in under 6 weeks - not 6 months.

Business

Response:

I am unable to reply online?

The serial numbers are clearly listed on the actual equipment at the house in which they are installed. Homeowners are required to complete the registrations. All other ‘instruction’ booklets were left at the residence when the equipment was installed; however, if Mr. [redacted] disposed of them, Ms. [redacted] can go on the manufacturer website and get both the manuals and registration cards electronically. She can also register online without the actual registration ‘cards’.

All of which was explained to her. This issue could be easily resolved if she were to go on the manufacturer website and complete the registrations. It is only one manufacturer for all equipment, so I don’t understand if that is her complaint, why not resolve it as explained above? It’s as if she just wants this to go on and on and on.

The serial numbers are all clearly marked on each piece of equipment. On the manufacturer website – it even shows you where to find the serial numbers.

A few minutes and her ‘issue’ is resolved by her.

I contacted the manufacturer for the buddy seat clips – they insist they are the correct caps; however, they are doing some research and will get back to me about the caps.

Thanks, [redacted]

Consumer

Response:

In regards to the most recent response from The Pool Store. I also contacted the manufacturer and was directed to a NJ distributor who mailed me the correct size clips based on referencing the product from their brochures.

Regarding the warranties, this is the first that I am hearing that the homeowner was responsible for registering the products. I was told, to the contrary, that [redacted] (primary poc) had everything taken care of and that this was all in my folder. The Pool Store certainly led me to believe that they would provide such documentation upon receiving my final payment in prior emails sent to myself and the Revdex.com.

I am unable to obtain any proof of warranty for the liner. The liner does not have a clearly marked model and serial number, nor am I aware of manufacturer. I was present when the liner was installed and "cut in" and I did not receive any serial number or warranty information on the liner at that time. I am not looking to have this go on and on - I would have preferred that this was all addressed last fall when the compliant was opened and when I asked about warranty information at that time. I simply want what I paid for.

I am requesting that The Pool Store provide me with the warranty for the liner or the appropriate information (serial number, manufacturer, model, etc) so that I can go to their website and register it myself.

Thank you for any assistance that you can provide.

Business

Response:

Both the serial number and warranty card were left at the site the day of the installation along with the extra material for the liner. I can only assume they misplaced it or her husband got rid of it.

[redacted] will e-mail the information in the morning via e-mail.

Thanks, [redacted]

[redacted] – please e-mail me [redacted]’s liner serial number.

Business

Response:

Both the serial number and warranty card were left at the site the day of the installation along with the extra material for the liner. I can only assume they misplaced it or her husband got rid of it.

[redacted] will e-mail the information in the morning via e-mail.

Thanks, [redacted]

[redacted] – please e-mail me [redacted]’s liner serial number.

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, pending receipt of the serial number and manufacturer of the liner such that I can register for the warranty. As of today, I have not received an email from the business with this information.

Regards,

[redacted] And [redacted]

Review: My pool was started on 3/31 and it is now 6/4 and they are still not finished. From the very beginning, the communication with this company has been awful. I was always calling them to find out what was going to happen next. The communication within the staff has been non existent. No one talks to each other. I had problems with the delivery of my fence, problems with concrete, no communication on my land and the back fill not done right, until I complained. My filter sits below my pool and looks different then any other pool. I was told by the owner that they have a fence person and they would work with them directly to get it done. Once a problem came up, she pushed the issue on me. No longer helping.. They didn't install the ladder in the pool properly and the cap at the bottom of the ladder came off and put a hole in my Liner....

I have several issues with the installment of my pool. First I have a leak in my pool that was identified on May 17, 2014. I have made several calls to resolve and it's not getting addressed. Second, my concrete around my pool is cracked in two different places. They have known about this for over 6 weeks. This is not getting addressed. I was promised that the concrete company would be out to my house on 5/17, but he never showed up. With both situations I was instructed by the owner to contact her directly. Which I tried to do, however she never picks up the phone. She is always pushing me off to other people. It's been nothing but attitude from the owner and her staff, with the exception to one person. She has always tried to be helpful. At this point, it is holding me up from completing my landscaping because they may have to dig a new line.Desired Settlement: I want the leak fix immediately. If they have to run a new line, I want the ground repaired back to normal after it is completed. I want the patio of concrete around the pool replace with a guarantee no additional issues or damages when repairing. I want my property repaired after the cement truck completed the concrete job.

As far as the 2 cracks in the concrete, I want either the concrete repaired with a guarantee that no other concrete will be damaged in the process or I want some form of compensation given back to me.

Business

Response:

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]

Consumer

Response:

Review: [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,

Regards,

Review: The owner [redacted] is a liar and very rude to her pool customers. They never do what they say, never come out on the day they are supposed to. We are having a leak in our pool. The pool is a month old. She keeps saying she sending someone out changing the day. She is not honoring her contact with the 8 weeks of cleaning which aim scheduled for every thursday. No show. No phone call. The customer service there is awful. You call to ask for help find out what going on and get something fix. They just yes you to death and lie. The owner yells at us my husband and I both. I never been treated like this before . My pool was over 40,000.00 by the time all the extra were done. The a leak somewhere and we are being double talked. My pool needs to be cleaned as our contracts is written. If the Revdex.com can not resolve my issues with the company and rude owner. We plan to have our attorney send them a letter. They need to come out and fix the leak or whatever is causing us to lose water in the pool. They need to come out when the say they are and not when they feel like it. The entire time the pool was built was a nightmare and the customer service is even worst. We still have to have our eight weeks of cleaning which one was down incorrectly the only did the shallow end. And then in the Fall they are supposed to installed and close our pool. Just like our contract is written. I would like the Revdex.com to get or ask the pool store to improve their customer service and do there job and stop lying and yessing people to get them off the phone. I want my pool fixed and the rest of my thing complete. If not I will sue them for breach of contract. Thankyou. Iam legally blind and hearing impaired. I have trouble walking . When we were buying this pool the owner [redacted] acted like she cared. When she got the money it was like so long charlie. That's how we feel. We waited 21 years to save and buy this pool and it's been a nightmare. Please help us Thankyou kindlyDesired Settlement: is for them to complete my 8 weeks of pool cleaning properly and on the day and time. Thurs at 11am. To check and fix the leak . To treat people honestly and stop lying and yelling at people. To come out when they are supposed to. in the fall finish the rest by installing our pool cover and closing pool for the season.

Business

Response:

The first week we started construction, day 4, [redacted] called to tell us to 'stop construction'. It was 'moving too fast'. I told her that I have never had a customer complain because we were moving along nicely but that at her request we would stop construction. A few minutes later, her husband called screaming at us and her and we were told to move along with the build of the pool. He told us 'DO NOT TALK TO MY WIFE, DO NOT LISTEN TO ANYTHING SHE SAYS, ONLY TALK TO ME'. A few days later we were told not to come in the yard because her husband '[redacted]' had landscaping to do. 3 days later we showed up and the cops were there because they were feuding with a neighbor. The third week we were told it was moving too slow. Every time we have tried to do our job they have interfered. Every step of the way was a struggle. As the owner, I personally talked to Paula at least once a day and many times she would call the office 15 times a day. She requested I come over several times and I did. She asked us to rearrange the schedule and I did. Many times we showed up and couldn't get in the yard. Their complaint is a total falsehood. We have bent over backwards to please this customer, over and over and over again. The pool is beautiful and even with their constant construction interference, was completed in a timely manner. The balance on the pool has not been paid. Any 'free maintenance services' and warranty work is not valid while the contract is in default. I personally have tried with the best of my ability to please this customer to no avail.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The reason why we felt they we moving to fast is because they told us the yard need to be fixed 19 inches and they were coming before our contractors could complete any work. Yes I was calling excessively, because I was stressed out over the whole situation. We had a death in the family. that was once day we asked them not to come. The second time was when we had contractors in the yard doing the drains on each side of our property to keep water away from the pool. It was not a scheduled day the Pool Store was to come out. Again they come when they want or don't come. As far as the cops coming because of the neighbor that was on a Sat and was because we were raising our fence to meet our property that we had to raised for the pool. The pool store had nothing to do with this and were not even there that day. They only know this because we told them about our neighbors giving us trouble. I truly do not want to go back and forth on the phone or through the better business. I am simply trying to get this resolved. [redacted] called again screaming saying we own money. We do not. We do own 700.00 at the completion of the job in the fall. Our now 7 weeks of pool cleaning and our installation of our pool cover and our finally inspection. She screamed we owe her any apology and she we not do anything till them. We just want to be treated with fair customser service and we want our work done. Also, as I mention previous we would like them to check for the possible leak in the pool. We were told by her worker that there might be a leak in the steps. I would know so I ask to have it check. We were told yesterday by [redacted] that we have a cleaning appointment and they will check for the pool leak tomorrow around 11am. Now I do not know if they are coming based on the phone call from [redacted] this morning. We just want things to get done properly and as scheduled. We are not trying to sue the pool store for anything as [redacted] scream on the phone. We said if the Revdex.com can not help us perhaps a letter from our attorney would. We truly do not want to take it this far. But we will not apologize to suit her girl tantrums that she has on the phone. And yes my husband did say talk to me only because I was getting way to upset and stress out. Again, all we want is the proper customer service and to finish in the fall. I do not want anymore phone call from a screaming owner. If she wants to talk that is fine. Just do what you say when you say your going to. Thankyou.

Regards,

Consumer

Response:

This complaint has been resolved

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,

Review: I paid for pool supplies and a pool opening from The Pool Store. Upon discovering many costly issues with the pool we decided against having the pool opened. After lots of calls and many discussions I went to The Pool Store to get a refund on the opening cost. Per a phone conversation the owner of The Pool Store "Toni" agreed to refund my money. The transaction was processed in some sort of way. While I had an odd feeling and was treated badly by [redacted] and [redacted]" during the transaction I continued to check my bank account for several day's. The credit transaction was never posted to my account by The Pool Store. I contacted "Toni" at The Pool Store with my concern. She stated"well you saw [redacted] process the transaction. Call your bank!" I have been scammed. Very upsedt and deeply saddened that a business or a person would behave and treat others this way. Most people work hard to earn an honest living.Desired Settlement: I would like to have a full refund. I would like to see this company have a permanent mark on their business as not being a very reputable business to deal with. I would like to see them have to pay a penalty for doing business wrong and unjust. I want to see it in public records that they are a dishonest company.

Business

Response:

The refund was issued the day the customer came in (even though we did indeed open the pool). She is a tenant and the pool needed repairs which the landlord wasn't willing to fix. This tenant came in and told us she was suing the landlord, etc. I issued the refund on June 4th. It was a Thursday. It takes a few days for the cardholder's credit card (debit) to appear on your account (not including the weekend). If the customer shows the statement from her credit card company it will prove the card was credited the day she came in and that all of her statements in this complaint were false. I can easily provide the same as proof that she has made false accusations and should apologize and retract her complaint.

Review: I Purchased an inground swimming pool which was installed in April / May. Shortly after, I noticed several(at this time eight) small surface cracks in the concrete and recently one structural crack. I notified (owner of the Pool Story) Tony of this situation on a visit to the Sewell location on June 12. I was told they would send someone to look at it on Monday, they did not. Ive had a few conversations over the next week or two, but still no one has shown up to my knowledge. Over the last two and a half weeks I have left several messages for Tony, all of which have gone unanswered.Desired Settlement: I expect all of broken concrete to be removed and replaced immediately.

Business

Response:

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.

Consumer

Response:

Review: [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,

Regards,

Business

Response:

I personally spoke with Mr. [redacted] and he told me that he would put tape marks where the minor cracks were because we would NOT be able to see them. There are no structural issues with the concrete. Unfortunately, concrete cracks (this is outlined in our contract under section L). We use the highest quality materials. They are minor (barely visible) and not structural cracks. I will gladly meet with the homeowner along with Pat (on site) to review and see if we can ease his concerns. Please provide a date and time that works. Thanks.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Revdex.com Response 8-19-2015I reject this response because this issue is still notresolved. Please keep this complaint open until we are able to agree to somesort of solution.Here we go again, yes you did personally speak with me onceon June 12 when I first reported these issues to you, and yes as previouslystated SOME of these cracks are very minor and could easily be missed if you'renot looking for them. The point in me putting tape out was simply to make surewhen your foreman Pat came out to look he would be able to evaluate the entiresituation. My concern on these minor cracks is more about fear of themspreading and getting larger. Had you returned one of my many phone calls wesurely could have communicated and clarified this.As previously stated Pat did have a six minute phoneconversation with my wife at which time they did discuss and Pat didacknowledge to her that two of the cracks are structural.I truly appreciate and accept your offer to come and meetwith us to help resolve this matter (I wish we would have done this back inJune). My only request would be to ask that you and Pat please come with anopen mind to help resolve this problem.[redacted] and I can be available on any of the following dates, Tuesday8-25-2015 7.00 pm, Saturday 8-29-2015 11:00 am, or Tuesday 9-1-2015 7:00 pm. Please let me know what works best for you. Thank You, [redacted]

Regards,

I scheduled to have a pool opening with The Pool Store May 2015. Their prices seemed very fair compared to the other pool companies in the area. Well I paid for it in many other ways. I wanted to get the pool open for my parents so they didn't have to do it. So on the day of the appointment they were 30 mins late when I given a 4 hour time frame, which I do understand that happens, but a phone call would be nice. When they did arrive the job they did was very poor. They didn't clean the cover nor did they fold it. They left the float in the pool that was used underneath the cover. I called up the store to let them know how their workers handled the opening and what I was told blew my mind. They told me that they did clean the cover and fold it which if they did clean it, it was done very poorly and they threw it in the corner. I had to deal with the owners daughter for over a week and they never returned any of my phone calls I had to keep reaching out to them. Then when I called back on Monday following not getting a return phone call from the owner which her daughter promised me would call me back Thursday night, I got a receptionist and she explained to me again that their employees did do all the work and that they do have a lot of jobs to do and can't always guarantee that they will do all the jobs with the same level of service. And as that was going on I hear the owner on the phone in the background telling her employee what to say instead of just getting on the phone with me.Very very poor customer service!! This company does not know how to treat their customers. Please use this as a reference for what you could be getting yourself into if you try and do business with these people. They don't care about you, they just care about your money!