The Poolsmith Inc.

Review: Poolsmith was hired to open my pool June *, 2013. They removed the loop loc cover and put it in the shed. They left the cover on the floor of the shed as well as the liners that are placed under the cover. When they came back to close the pool for the winter on Sept. **, 2013, the cover as well as the liners had holes in it. As a result of their negligence, the pool cover and liners were damagedDesired Settlement: I want this company to pay for a new pool cover and liners to replace the one they damaged.

Business

Response:

We have opened and closed [redacted] pool for a couple of years now. As we do with every homeowner, when we first do their pool opening or pool closing for the first time, we ask "Where is the equipment now and where do you like your equipment stored?". We closed the [redacted] pool on Saturday September 28, 2013. Later that day we received a phone call stating that we ripped her pool cover during the closing. We immediately responded to the call and went to her residence. When we got there she started accusing us of ripping her pool cover. I assured her that we did not. She showed us the damage. There were some holes and tears. The holes were most likely a result of an animal of some sort. If it were a rip it would have a flap. She continued on about how we ripped it on her rocks. I explained to her how these covers are very strong. I even demonstrated on rocks in front of her that even if it was dragged across them it wouldn't even make a mark, let alone put a tear in it. I also reminded her that we had a hurricane last year and 30" of snow and maybe the damage occurred then. When I put weight on the cover the tears lined up to where the rocks were, making it obvious that they were worn away at from constant weight being put on the cover. At this point she was not hearing us or being polite/professional so we left. Later on we received a phone call from [redacted] accusing us of ripping his cover. We then assured him that it was like that and not from us, giving him the same explanations that were given to his wife earlier. We then offered to get an estimate for him through Loop Loc because he was concerned about it getting worse and stuff falling in the pool. He said he would let us know. A couple of days later we received a phone call saying that he didn't like the way the cover was sitting so we made an appointment to go check it out. We reset it for him even though it was done right the first time. We then showed him the holes and how there aren't any flaps etc. He seemed ok with everything. Again we offered to bring it to Loop Loc for an estimate for the repair. He declined. A week or two goes by and we get a certified letter stating that we stored the cover in the shed and due to our negligence their cover got damaged and they demanded that we replace the cover. Soon after that we got a call from the Revdex.com and later on from [redacted].

We are a family owned and operated pool company. We strive to be the best and to put the customer first. What we won't do is pay for someone elses mistake. We provide a service, we do not offer insurance on peoples pool, pool

equipment or pool covers. Nor do we monitor their pool or pool related

items after a pool opening or closing. It is the homeowners

responsibility. We put the equipment exactly where we are instructed to by the homeowner. What happens while it's there during the season is not in our control. A few points I would like to point out:

1. The cover was not made correctly for the application it was installed on. [redacted] have a rough, rock edge and the cover has no built it plastic guards or buffers.

2. The cover is over 6 years old and just went through a hurricane and 30 plus inches of snow. If anything it needs a repair, not to be replaced.

3. She changed her story. First she accused us of ripping her cover while installing it. Then she said because we stored it in her shed (where she told us to) it was damaged.

4. Instead of asking for us to pay for a repair, they demanded a new pool cover.

5. We appreciate their business and do not want to lose them as a client but we will not pay for a cover that we did not damage.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because they still do not want to take responsibility for damaging my pool cover. They never offered to replace or repair the cover that was damaged to their negligence in storing it properly. I will take them to court and then continue my complaint with the Revdex.com as well as the attorney general's office.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,