The Pool Store

Once again, Mrs *** is fabricating the truth, I, (the owner) did visit the customers on Tuesday Aug 23rd, Mr Bill *** and Mr *** *** were very respectful and responsive to my visitMrs *** was stand offishWe discussed the issues with the pool, I never said I was completely at faultThe pool was covered in algae, the pump basket was full of debris, the filter was full of air. I agreed to send my guys out to clean the pool , which has been done, I also reminded them of what I have said since my first response, "my plaster contractor has agreed to replaster the pool" Both Mr *** and Mr *** said they had spoken to my subcontractor directly and he had told them he would return and replaster the pool when the pool had finished settling. Now, it has rained for straight days here, I can not control the weather now , any more than I could control it in March and April. As far as Mrs *** sending in screen shots of my facebook page requesting my customers to review my page, this should show just how petty she is beingShe had her friends go on my page and write fabricated stories and horrible things about me, and that is OK, but for me to ask people who have actually done business with me to do the same makes me wrong? Mrs *** is reaching for anything she can to try and tarnish the reputation of a self made , hard working family man and business Please see the attached conversation between Mr *** and I, also, I have our entire visit from Aug 23rd on video, I am sure that if it was watched by anyone, they would see just how mean Mrs *** is , and how pleasant Mr *** and Mr *** wereIt is too large to attach here, but I can send in a DVD or USB if needed. I am sure if given the chance, Mrs *** will say her husband was being sarcastic in the conversation attached and video I can provideThat very statment of hers speaks very profoundly to me about her feelings and respect of this processIf things are as bad as she has made them out to be, if I am as evil as she says I am, why respond with sarcasm? I don't believe that statments is true, I have already shown where she fabricates the truth based on her last complaintI have tried everything I know to please Mrs ***, I have done all I can to make this situation better, MRS *** will never be happy, Mrs *** has unrealistic ideas of how and what should be doneShe is one of those customers who seems isn't happy unless she is unhappy. I took the time to go down there and visit them personally, I left feeling that we were all on the same page and we had this resolved, I senthink my guys down to clean the pool for free, andownload now that they have shaken my hand and received the additional free services, here comes another fabricated story from left feild. Onice again, I thank them for their business and I thank the Revdex.com for their assistance in this matterThis will be my last reply to this complaint, as I feel I have provided sufficient evidence as to the facts, the response of my company, and the response of the customerThe Pool Store considers this matter resolved, we have moved on past the name calling and fabricated truths. Thanks again for the time you have invested ,*** ***

the company was sold in the middle of this time, as I understand, this customer has had their pool installed

They take care of my pool and clean it an keep it maintenenced every week they're awesome people and a great company! #thepoolstore

Once again, Mrs *** is fabricating the truth, I, (the owner) did visit the customers on Tuesday Aug 23rd, Mr Bill *** and Mr *** *** were very respectful and responsive to my visitMrs *** was stand offishWe discussed the issues with the pool, I never said I was completely at faultThe pool was covered in algae, the pump basket was full of debris, the filter was full of air.
I agreed to send my guys out to clean the pool , which has been done, I also reminded them of what I have said since my first response, "my plaster contractor has agreed to replaster the pool"
Both Mr *** and Mr *** said they had spoken to my subcontractor directly and he had told them he would return and replaster the pool when the pool had finished settling.
Now, it has rained for straight days here, I can not control the weather now , any more than I could control it in March and April.
As far as Mrs *** sending in screen shots of my facebook page requesting my customers to review my page, this should show just how petty she is beingShe had her friends go on my page and write fabricated stories and horrible things about me, and that is OK, but for me to ask people who have actually done business with me to do the same makes me wrong? Mrs *** is reaching for anything she can to try and tarnish the reputation of a self made , hard working family man and business
Please see the attached conversation between Mr *** and I, also, I have our entire visit from Aug 23rd on video, I am sure that if it was watched by anyone, they would see just how mean Mrs *** is , and how pleasant Mr *** and Mr *** wereIt is too large to attach here, but I can send in a DVD or USB if needed.
I am sure if given the chance, Mrs *** will say her husband was being sarcastic in the conversation attached and video I can provideThat very statment of hers speaks very profoundly to me about her feelings and respect of this processIf things are as bad as she has made them out to be, if I am as evil as she says I am, why respond with sarcasm? I don't believe that statments is true, I have already shown where she fabricates the truth based on her last complaintI have tried everything I know to please Mrs ***, I have done all I can to make this situation better, MRS *** will never be happy, Mrs *** has unrealistic ideas of how and what should be doneShe is one of those customers who seems isn't happy unless she is unhappy.
I took the time to go down there and visit them personally, I left feeling that we were all on the same page and we had this resolved, I senthink my guys down to clean the pool for free, andownload now that they have shaken my hand and received the additional free services, here comes another fabricated story from left feild.
Onice again, I thank them for their business and I thank the Revdex.com for their assistance in this matterThis will be my last reply to this complaint, as I feel I have provided sufficient evidence as to the facts, the response of my company, and the response of the customerThe Pool Store considers this matter resolved, we have moved on past the name calling and fabricated truths.
Thanks again for the time you have invested ,
*** ***

Very bad customer careHad spa issues on a spa I bought back in November of Called twice last week no calls backRelieved call today not to help me with this problem but to explain that it was not his fault there was no return call to meAfter me contacting the manufacturer they walked me through the process on how to resolve the issue with the spaAs the pool store staff also hung up the phone today while I was still speakingI would not recommend this company to anyone

Complaint: [redacted]
I am rejecting this response because: the Pool Store has still not fulfilled the contract.  When I submitted the last Revdex.com reply, [redacted] had not replied to my husband's text. He did reply after that but no further progress on the pool has been made.   [redacted] also does not recognize the sarcasm behind my husband's phrase of ". . .exceeded my expectations."  When a 2-3 week job takes over 8 months, the expectations are very low.  [redacted]'s statement about the pool sitting on a ton of water was a new excuse that began in June. When his crew came for 1 day in July after the filing of the original Revdex.com complaint, they then had 5-6 weeks to complete the re-plastering before Warren TX had any measurable rainfall. During that 1 day of work, [redacted]'s employees installed a valve backwards and left off a water pressure nozzle which has made the chlorinator not function properly turning our pool green. The "plan" is for the contract to be completed by the end of August.  This "plan" was also in effect for the end of March, April, May, June and July.  This complaint will not be withdrawn until the contract is fulfilled to our satisfaction.
Regards,
[redacted]

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, 2016.  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" services. Audio 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 $15,000.00 to do a 2-3 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 bought a small fiberglass pool from The Pool Store. There were a few problems during installation, but nothing they caused. The ground was horribly wet and made a job that should have been fairly easy a nightmare! Anyway, what I haven't said is I recently lost my right leg, making it very hard to get in and out of the pool, but my children were the main reason for the purchase anyway. Long story short, I ask Rory S[redacted], the owner of the Pool Store, about a ramp that would make it much easier for me. I don't make a lot of money, and told Mr. S[redacted] that after paying for the pool I just couldn't afford the ramp. When they finished installing my pool and took me outside for one final look, to make sure I was satisfied, I was surprised to see the ramp installed. I told Mr. S[redacted] to take it out now, that I had already told him I couldn't afford it! I thought he was trying to get more money out of me, money that I couldn't afford! He smiled and said, "This is on us!" I couldn't believe it and would tell anyone that is looking to buy a pool or spa to do business with no one but The Pool Store. Good price, great job and Rory S[redacted] has the BIGGEST heart in that business!

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 control. We 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 8 weeks at one point,  This customers swimming pool has been completed and the pool store has been paid in full. I, the owner personally did the start up over 3 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 them. Athatched 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

Failure to fix structure issues.
In December 2014, called and stated pool wall was leaning a little, no response. Called again in March and a pool installer was sent and he stated it was not leaning much, and would tell Rory about the issue. Callled again in May and Rory stated he would come out, no show. Called again he finally came out end of May. Rory stated it was not his problem it was caused by the rain, but I told him I called before all the rain had started. I 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 10 months and tore 3 liners, plus have yet to replace caps that were broke in the repair of the 3rd liner. We are not sure that the installation of the pool was correctly done, considering all the issues with the liner being replaced. The 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 filter. The 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 650.00. They stated if it was not been fixed it would continued to lean further outward, causing a total collapse of pool overtime.

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: our pool still has a 40 - 50 foot crack.  An employee applied a coat of plaster concealing the crack, quickly took pictures and the crack reappeared before he even left the property.  Mr. [redacted] personally told my husband that day that he guaranteed the plasterer would be dispatched to repair the pool.  Since then, his response to the Revdex.com was posted, and now he is refusing to respond to texts or calls or messages left at the business.  The same employee also worked on our pump the same day.  My father, who had installed the pump originally, told him that he was installing the valve backwards.  The employee argued with him that he knew what he was doing. The pump was installed incorrectly causing our pool to turn green  Mr. [redacted] entered into a contract to repair our pool.  Regardless of the reason for the damage, he took our money and we have a right to have our pool repaired.I respectfully request that the 6 day limit on our response be waived because we have been out of town with limited computer access.  Our daughter and newborn son (born 7-22-2016 the day Mr. [redacted] posted his reply which was at least 15 days after receiving the complaint) have been in the hospital and Neonatal Intensive Care Unit since his birth.By the way, Mr. [redacted]'s customers are Mr. [redacted] and Dr. [redacted]
Regards,
[redacted]

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 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

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 2015 to come look at his pool. Upon arrival, we...

found the Mr. [redacted]’s pool had floated due to being left empty for an extended period of time. We advised Mr. [redacted] that to properly fix the pool would cost between 60,000 & 80,000 dollars. .Mr. [redacted] stated he did not want to invest that much in the pool and asked about cheaper options. We 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 repair. We did not hear anything from the customers until Jan 2016 at which time they advised us they wanted to proceed with the less expensive nonpermanent repair. We began work the end of January 2016, first removing the concrete decking, then installing new skimmers at a level where the pool would operate correctly. We also replastered the pool and poured the deck back where it had to be broken out. Keep 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 weeks. So 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 ruts. During 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 replumbed. When a pool floats, all plumbing is pulled and twisted do to the dramatic change in elevation of the structure it is attached to. Mr. [redacted] refused, so we proceeded with the original scope of work. After 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 about. Shortly 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 settle. We were again informed that we did not know what we were talking about, he is an engineer, and we are not. Since 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 complete. We have done our entire scope of work and then some. There 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 them. The 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 us. The 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 40,000 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 today. Mrs. [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 beginning. While I do not have an ELECTRICAL ENGINEERING degree as Mr. [redacted] does, I am a certified pool builder with over 20 years in this industry, my family has been in the industry for over 60 years, they have said publicly that I am stupid and have no license. I took great offense to these attacks and chose to reply with the truth. Then Mrs. [redacted] got her feeling hurt and it was all downhill from there. I do wish I had handled her attacks against me and my company differently, but I stand by every word I said and am saying. I do apologize that it got to this far, I do wish both the customers and our company had handled this situation differently. Life 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 events. As 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 plaster. We consider this matter to be closed. As 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

First, I am not sure why it took so long for me to get this complaint,  I received it 8-19-2016
Aso with every construction project,  there are delays that sometimes are out of our control. We 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 8 weeks at one point,  
This customers swimming pool has been completed and the pool store has been paid in full. I, the owner personally did the start up over 3 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 them. 
Athatched 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

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 2015 to come look at his...

pool. Upon arrival, we found the Mr. [redacted]’s pool had floated due to being left empty for an extended period of time. We advised Mr. [redacted] that to properly fix the pool would cost between 60,000 & 80,000 dollars. .Mr. [redacted] stated he did not want to invest that much in the pool and asked about cheaper options. We 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 repair. We did not hear anything from the customers until Jan 2016 at which time they advised us they wanted to proceed with the less expensive nonpermanent repair. We began work the end of January 2016, first removing the concrete decking, then installing new skimmers at a level where the pool would operate correctly. We also replastered the pool and poured the deck back where it had to be broken out. Keep 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 weeks. So 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 ruts. During 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 replumbed. When a pool floats, all plumbing is pulled and twisted do to the dramatic change in elevation of the structure it is attached to. Mr. [redacted] refused, so we proceeded with the original scope of work. After 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 about. Shortly 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 settle. We were again informed that we did not know what we were talking about, he is an engineer, and we are not. Since 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 complete. We have done our entire scope of work and then some. There 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 them. The 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 us. The 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 40,000 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 today. Mrs. [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 beginning. While I do not have an ELECTRICAL ENGINEERING degree as Mr. [redacted] does, I am a certified pool builder with over 20 years in this industry, my family has been in the industry for over 60 years, they have said publicly that I am stupid and have no license. I took great offense to these attacks and chose to reply with the truth. Then Mrs. [redacted] got her feeling hurt and it was all downhill from there. I do wish I had handled her attacks against me and my company differently, but I stand by every word I said and am saying. I do apologize that it got to this far, I do wish both the customers and our company had handled this situation differently. Life 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 events. As 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 plaster. We consider this matter to be closed. As 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

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 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: our pool still has a 40 - 50 foot crack.  An employee applied a coat of plaster concealing the crack, quickly took pictures and the crack reappeared before he even left the property.  Mr. [redacted] personally told my husband that day that he guaranteed the plasterer would be dispatched to repair the pool.  Since then, his response to the Revdex.com was posted, and now he is refusing to respond to texts or calls or messages left at the business.  The same employee also worked on our pump the same day.  My father, who had installed the pump originally, told him that he was installing the valve backwards.  The employee argued with him that he knew what he was doing. The pump was installed incorrectly causing our pool to turn green  Mr. [redacted] entered into a contract to repair our pool.  Regardless of the reason for the damage, he took our money and we have a right to have our pool repaired.
I respectfully request that the 6 day limit on our response be waived because we have been out of town with limited computer access.  Our daughter and newborn son (born 7-22-2016 the day Mr. [redacted] posted his reply which was at least 15 days after receiving the complaint) have been in the hospital and Neonatal Intensive Care Unit since his birth.
By the way, Mr. [redacted]'s customers are Mr. [redacted] and Dr. [redacted]
Regards,
[redacted]