The Pool Store

I continually respond to the same complaint to no avail To hold me accountable for another companies testing, brand of chemicals, advice, etcto me seems unreasonable and unfairIn 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

First, I am not sure why it took so long for me to get this complaint, I received it 8-19-Aso with every construction project, there are delays that sometimes are out of our controlWe had one of the wettest April and may months on record which thru a wrench into our entire construction schedule, our subs contractorso were backed up almost weeks at one point, This customers swimming pool has been completed and the pool store has been paid in fullI, the owner personally did the start up over weeks agoI do apologize for the delays in this project, we thank the customer for their business and patience We try very hard to deliver a quality project, and despite the delays, this customer was very pleased the last time I heard from them Athatched are pictures of the poolThanks as always for The Revdex.com and your time in this matter, please feel free to contact me if anything else arises

First, I am not sure why it took so long for me to get this complaint, I received it 8-19-2016Aso with every construction project, there are delays that sometimes are out of our controlWe had one of the wettest April and may months on record which thru a wrench into our entire construction schedule, our subs contractorso were backed up almost weeks at one point, This customers swimming pool has been completed and the pool store has been paid in fullI, the owner personally did the start up over weeks ago.I do apologize for the delays in this project, we thank the customer for their business and patience We try very hard to deliver a quality project, and despite the delays, this customer was very pleased the last time I heard from themAthatched are pictures of the pool.Thanks as always for The Revdex.com and your time in this matter, please feel free to contact me if anything else arises

Complaint: [redacted] I am rejecting this response because: once again [redacted] has slanted the facts of this situation He continues to refuse to recognize how his customers spell their names or how they wish to be addressed I request that he quickly submit the copy of his secret video made on the occasion of his first visit to the project on August 23, The state of the pool was due to what his employees did the last time they came to the site weeks ago The video will show how bad the pool became during that time with virtually no rain Hopefully the video will include audio which recorded the litany of excuses we continue to receive from [redacted] including but not limited to the weather since March, his personal problems which caused him to neglect his business, incompetent employees who communicated erroneous facts to him and inept sub-contractors When he sends employees to redo plumbing that his employee installed incorrectly and tries to clean up the mess caused by this incorrect installation, that is merely remediation of a problem caused by him, not giving us "free" servicesAudio will also record his new GM correcting him when [redacted] again accused me of lying when I reported to the Revdex.com that he had not responded in a timely fashion to my husband's texts The employee reminded [redacted] that he was on vacation during that time and not answering business texts The audio will also have him saying that the pictures made by his employees did not show how bad the crack was It will also record him stating that he just wants this to go away When a businessman accepts $15,to do a 2-week job, any customer will be not satisfied until the job is done, regardless of his myriad of excuses and/or accusations Regards, [redacted]

I have personally been to Mr***'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 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 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,***

Failure to fix structure issues In December 2014, called and stated pool wall was leaning a little, no responseCalled again in March and a pool installer was sent and he stated it was not leaning much, and would tell Rory about the issueCallled again in May and Rory stated he would come out, no showCalled again he finally came out end of MayRory stated it was not his problem it was caused by the rain, but I told him I called before all the rain had startedI had another pool company come out and they stated it needed to be fixed and weather had nothing to do with the initial lean, as Rory had stated to me while he was videoing my property and me talking to him His company took months and tore liners, plus have yet to replace caps that were broke in the repair of the 3rd linerWe are not sure that the installation of the pool was correctly done, considering all the issues with the liner being replacedThe final liner being replaced by another individual who had to have sand brought out to fix the bottom of pool floor and redo concrete on floor drains, and rerun plumbing to filterThe individual does not work on for The Pool Store, but is hired as independent contract labor Had pool repaired, the lean was a total of one inch and at a cost of They stated if it was not been fixed it would continued to lean further outward, causing a total collapse of pool overtime

As you can see from the attached screen shot conversations, I HAVE been in contact with the customer, I have answered every question, IN the customers own words, I have " exceeded their expectations since I took this over"Explain to me why this person would continue to mislead the Revdex.com.The only thing left to do is replaster the pool, which we have stated that we will when the conditions are right, the pool is sitting on top of a ton of water, until it is done settling, there is no way to stop the problem, we have told the customer and the Revdex.com the facts, the customer tells me he is happy and I have "exceeded his expectations", but tells the Revdex.com I will not return phone calls , tells the Revdex.com they reject my honest and humble reply, in which I admitted my own shortcomings, I feel as though the wife is just being spiteful, I humbly request the Revdex.com to look at the attached screenshot conversations between Joannie's husband and I, I again thank the Revdex.com for their time, and the customers for their business, The Pool Store considers this a closed matter as the customer and I have agreed on a resolution and have a plan in placeI only sent a couple of screen shots, because your system limits the number I can send, but I can provide the every conversation between the customer and I of needed

The Pool Store did our above ground pool installation for us Rory S [redacted] was very knowledgeable and did a fantastic job, going above and beyond He was professional, clean and thourough He has been available for service issues and general maintenance He made our experience stress free and was great to work with I highly recommend him for your pool needs

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 outThat is not trueIt took almost days to fill my pool water to the level they wanted so they could start the filterOnce the filter was running, it was noticed the next day that I had a leakNow I know why it took so longThe pool was only filling inches every hoursThen leaking 1A during the shut off periodThis is why it took so longWhich means the leak was there before construction to my patioI would also like to state that the fence is not what cause the delay to my poolIt was rainThe wall collapsed and it took 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 dirtThey did not do additional landscaping..They completed the back fillThey 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 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 $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/to break up the concrete and fix the leak Then come back on 6/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 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 linerMany 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 waterImproper pool chemicals when added will bleach the liner I don't know what else to say on that matterMy 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, ***

As you can see from the attached screen shot conversations, I HAVE been in contact with the customer, I have answered every question, IN the customers own words, I have " exceeded their expectations since I took this over" Explain to me why this person would continue to mislead the Revdex.comThe only thing left to do is replaster the pool, which we have stated that we will when the conditions are right, the pool is sitting on top of a ton of water, until it is done settling, there is no way to stop the problem, we have told the customer and the Revdex.com the facts, the customer tells me he is happy and I have "exceeded his expectations", but tells the Revdex.com I will not return phone calls , tells the Revdex.com they reject my honest and humble reply, in which I admitted my own shortcomings, I feel as though the wife is just being spiteful, I humbly request the Revdex.com to look at the attached screenshot conversations between Joannie's husband and I, I again thank the Revdex.com for their time, and the customers for their business, The Pool Store considers this a closed matter as the customer and I have agreed on a resolution and have a plan in place I only sent a couple of screen shots, because your system limits the number I can send, but I can provide the every conversation between the customer and I of needed

Complaint: [redacted] I am rejecting this response because: That is not true I did pay $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 $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,***

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 techniciansThe customer was not charged to fix the cleaner because we could not fix the cleanerThe fact that everything is working now is a combination of the work we did and the work that another company was hired to doWe did no charge for the return visitWe are sorry you feel the way you do about our companyWe certainly do our best to provide excellent customer serviceThank you

Let me first apologize for the delay in getting this response in, we have been cycling through vacations here and there was a delay in getting all the facts of this matter Mrs [redacted] is the daughter of [redacted] called us in May to come look at his poolUpon arrival, we found the Mr***’s pool had floated due to being left empty for an extended period of timeWe advised Mr [redacted] that to properly fix the pool would cost between 60,& 80,dollars.Mr [redacted] stated he did not want to invest that much in the pool and asked about cheaper optionsWe advised him that there were less expensive, no permanent options to get them swimming, but in no way would the pool be perfect or last forever without proper repairWe did not hear anything from the customers until Jan at which time they advised us they wanted to proceed with the less expensive nonpermanent repairWe began work the end of January 2016, first removing the concrete decking, then installing new skimmers at a level where the pool would operate correctlyWe also replastered the pool and poured the deck back where it had to be broken outKeep in mind, while all this was going on, we were in the middle of the wettest year on record, in fact, there was a 14” surplus of rain up until June 2016, and currently we have an 8” surplus and it has not rained in weeksSo there were ruts from the equipment going in and out, and until recently, it has been too wet to even attempt to bring more equipment and materials in to repair the rutsDuring this process, we advised Mr [redacted] that he should replumb the entire pool, he informed us that he was an engineer and the pool did not need replumbedWhen a pool floats, all plumbing is pulled and twisted do to the dramatic change in elevation of the structure it is attached toMr [redacted] refused, so we proceeded with the original scope of workAfter the scope of work was completed, the pool was filled and would not hold water, mainly due to the fact the plumbing we advised to change was not done, Mr [redacted] and his daughter called us stupid, told us he was an engineer, and we didn’t know what we were talking aboutShortly after the pool started leaking, small cosmetic cracks began to appear in the plaster in the deep end, we tried to explain that since the pool floated, and the drain is leaking, there is basically mud under the pool causing the structure to settleWe were again informed that we did not know what we were talking about, he is an engineer, and we are notSince the filing of this complaint with the Revdex.com, our company has went above and beyond for these customers, We filled in the ruts with sand, we also brought out sod at no charge to the customer to make the yard completeWe have done our entire scope of work and then someThere are still small cosmetic cracks in the plaster, we advised the customer that we would return when the pool was no longer settling and replaster the pool again at no charge to themThe Customer is convinced the cosmetic cracks is the source of the leak, and they have said more than once to our employees and on social media that they are engineers and know better than usThe facts are that the cosmetic cracks are a result of the drain they refused to repair leaking, It should be an easy logical conclusion that a 40,gallon pool sitting on top of super saturated soil is going to settle, especially when that structure floated over 12”This is an unfortunate situation for all parties involved, had the customers been able to invest the full amount to properly repair the pool, or just let us make the repairs we as industry experts recommended, we would not be here todayMrs [redacted] chose to go on our Facebook page and write horrible things about our company, she had her friends go on our Facebook page and write lies and demeaning things about our company, we have since put all of that behind us, but I do feel it necessary to mention that they have been rude, resorted to name calling, and basically told us they were smarter than us since the very beginningWhile I do not have an ELECTRICAL ENGINEERING degree as Mr [redacted] does, I am a certified pool builder with over years in this industry, my family has been in the industry for over years, they have said publicly that I am stupid and have no licenseI took great offense to these attacks and chose to reply with the truthThen Mrs [redacted] got her feeling hurt and it was all downhill from thereI do wish I had handled her attacks against me and my company differently, but I stand by every word I said and am sayingI do apologize that it got to this far, I do wish both the customers and our company had handled this situation differentlyLife is not about making mistakes, it is about learning from and overcoming them, and I assure all parties involved, my company will be better based on this project and course of eventsAs far as our company is concerned, based on recent conversations with Mr [redacted] and Mr [redacted] ’s, we have fulfilled our obligations, and the customer are satisfied as long as we return when the pool is no longer settling and repair the cosmetic cracks in the plasterWe consider this matter to be closedAs always, we thank the Revdex.com for their help resolving this issue, and we thank the customers for their business, please feel free to contact us if you need any other supporting documents or pictures Thanks again, [redacted] Owner

Complaint: [redacted] I am rejecting this response because: You did, in fact, charge for looking at the ***, 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 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 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 etcI would be glad to review this documentation and see if we can assist him

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]

I contracted with them to replace my liner, underwater light, and three valves on my filterThe contract was signed May 11th I left a 2,dollar depositCalled several times to get a start date with no successSpoke to the owner Toni on May She told me they would start on June 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 poolI have removed dead rodents from the pool since the cover removalNo one came to install the liner on June as promisedI called on June to find out why they didn't showI received a return phone call on June 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

Complaint: [redacted] July 24, I am rejecting this response because: most of this response is either misunderstood or flat out false At no point did my wife or myself say we were fine with cracks in our one month old concreteMy wife had a phone conversation with Pat (foreman) on July 15, during which Pat acknowledged that two of the cracks were structural and need to be cut out and replacedAs for the smaller cracks he suggested to my wife that we caulk themReally? 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 usThat is the only time we have ever gotten a phone call back from Pat or Tony since this became an issueI have been trying almost daily since mid July to get answers, ALL of my messages for Tony to call me have gone unanswered .As I stated previously some of these cracks are small surface cracksI felt it would be helpful if I put tape down to make sure all the cracks were identified to accurately assess the entire situationI did say to you that SOME of these appear to be non structural not all of themI 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 unacceptableIt is not unreasonable for a person to expect finished concrete work to not have cracks in it in the first month or twoIn April 2015, I had fifteen hundred square feet of concrete poured in my garage, not one surface crackI 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 processI 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 replacedThat was very similar to the cracks that we are now dealing withI don't understand why these ones will not be replaced as well 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 POOLNo, that is unreasonable and unacceptable 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 aggravationI believe Pat was out only once, and I know that day was a stormy day which left the concrete wetIt is much harder to see the cracks when the concrete is wet You wrote "he seemed ok, as did she when we explained itI'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 callMy wife's conversation with Pat was left at he will talk it over with you and get back to usNothing was resolved and she was definitely not fineTo make this clear we are not ok or fine with this I'm in disbelief that this issue has gone as far as it hasI have never had to file a complaint with the Revdex.com or any other agency beforeI just want this concrete removed and replacedIt 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 issueI 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 phoneAt this point believe my next options are to file complaints with New Jersey Department of Consumer Affairs and the Attorney General's OfficeI am also considering legal counsel if need be to take this through the court systemPlease 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 necessaryAt this time I am still hoping this can be resolved between usAll 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]

We bought a 15xsaltwater above ground pool from The Pool Store in March We had to wait a while for it to be installed, but they communicated with us during that periodTim called twice a week with updatesWhen they got to our house, the crew was so polite, they worked hard, cleaned up their mess, and did a fabulous job
We love our pool, we take samples in times a month, Kathy test our water for free and tells us what we needCouldn't be easier
Everyone at The Pool Store, from the sales people to the pool cleaners has always been nothing but great to us, I would recommend The Pool Store to anyone needing a new pool, spa, or just a water test