Thomas B. Doyle, Esquire

Tell us why here...** or *** *** called into our call center for the first time on 7/**/at 3:21pmThey called in saying they had a leak in poolThey were told to call their installation company Champion PoolsAs a faith of good service we have entered a FREE leak check serviceWe have
scheduled this for Thursday 7/** between 11am and 3pmThe leak check will determine if there is a leak in the pool linerwe will contact the customer this morning when we open

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

We have spoken to *** and explained electrical is not part of the sale they technician charged $to swap over his cord from the old pump we offered *** a $gift certiciate to resolve his issue *** Has declined at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have
determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have accepted this, however, he was supposed to send the installation company to repair the pool also, which had not been done
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company stated they were not informed of the leakthey were at the time I closed my pool last year and I was in contact with *** ***, who works in the installation department he told me to get in touch with me prior to my pool opening the following year and he would send someone out.. Someone was here on July ** and he told me he needed to come back because the piece was cracked I am still waiting for the repair to be completedat this time I do not wish to close this complaint
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have removed you from the mail list.  There may be one or two pieces of material that you get from this point forward since the system may take a cycle or two to remove you. I apologize for the inconvenience.

Complaint: [redacted]I am rejecting this response because:
1. For Keller Williams to say that the last quarter, I became aggressive and insulting is by far inaccurate. Please prove this... the 4th quarter is from September thru December and I could never even get ahold of [redacted].  [redacted] sent an email in November stating that the entire removal of the tree had been removed.  I tried to contact her because she never sent me pictures of the job completion via emails that were not responded to. Therefore, I made a trip to San Antonio. Please see attachment that is the email I sent to [redacted] when I arrived at my property only to see that the Tree was still in place.  How was that aggressive and insulting? She told me the job was complete and as you can see it was not.
2.  I ceased all contact with [redacted] because she became unprofessional and aggressive. She didn't stop communication with myself, I ceased it.
3. [redacted] did not do her job that I paid her to do.  My new property manager took over on February 1st only to find out that the renters had a large dog. No pet deposit was ever given nor did she mention to me that there was a dog at my house but yet she claims to visit the property. If you want to claim that she wasn't aware of the dog then that definitely proves that she wasn't doing her job per contract to manage my property. Who is going to pay for what that large dog tears up in the house and backyard?
4. Another thing that my new property management immediately saw when they visited the property was my property was not up to the Texas property code. See attached invoice.  If [redacted] was doing her job, she would have noticed that the house needed keyless deadbolts, peep hole, smoke alarms...etc. Is Keller Williams not aware that would have been a bad lawsuit should there have been a fire that injured or caused death to the renters and their small children.
5. My new property management who also represents Keller Williams tried to reach out to [redacted] and she was unprofessional to them by not responding to them. They copy of the lease agreement that I had was never signed by [redacted] which really wasn't a valid agreement. Also, they were trying to get the spare keys to the house and she never turned them over so as you can see on the attached, I had to pay to re-key the house. Myself, renters and new property  management didn't feel safe with her not turning over the keys to the property.
6. As for the Tree job not being completed, I tried communicating with [redacted] regarding the issue during the time that I was paying her to manage the property and she never responded to me. I received many comments by others that the tree was not properly removed as what I paid for.  She did not comply with the agreement, I had to make a trip to San Antonio, only to see that she lied and it wasn't complete. She really thought that I would have never known since I am living in California. Regards,[redacted]

Revdex.com:
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:

I have gone to the store to settle and possibly get a store credit and was rejected and talked like I was ingnorant of how to shock my pool.  In a retail society that states the customer is always right, the salesman with the manager got rude and loud in stating their point that there is nothing wrong with the shock and that they refuse to do anything for me claiming they couldn't take the shock back.   Ironically I have been the one maintaining the pool for 15 years now and have shocked the pool about 5 times each year.  They refused to believe product they sold was deffective.  I have nothing to gain by writting all this to you.  my hope was to protect other people who buy the product and find it to be defective that they may be able to get credit of some sort, otherwise like myself I spent $120 on a case of something with absolutely no potentcy.  Im not going back to that  store ever again.  If they wanted to I would accept a credit that I could use in another Island recreational store.  But they would have to foward it to you then you to me because I don't trust them now.
Sincerely,
[redacted]

We have spoken to and informed [redacted] last week that we would provide the top ledges, he just needs to let us know the part #'s of the ledges he needs. There are straight ledges and ledges on the radius. Each are different. As soon as we have this information we will provide the ledges.

Free installation is describing the free labor to set the pool up, the bottom tracks, the wall, the liner, top ledges and skimmer/return. The standard charge for an 18' round pool is $500 on top of leveling, sand handling and filter hookup. The $500 to set the pool up was not charged.  We...

performed a site survey prior to the delivery of the pool to go over the additional charges such as the 8" of leveling that needed to be done, the sand handling charge of $35 per yard for 1.5 yards of sand and any other fees that may be associated with the pool installation. We do this prior to the delivery so that the customer has time to weigh the cost of the installation and cancel the purchase if they would like. The pool delivery and installation was pushed back to the [redacted] and [redacted] respectively because the manufacturer did not produce the pool, prior to the the customer called in to move the installation to 7/**.  The pool was installed on 7/**, at which time the generator was on backorder from the manufacturer.  The store upgraded the customer at no charge to a larger salt generator and the installation was completed on 8/*. The pool was installed and usable between 7/** and 8/*.

We were notified of a skimmer leak in 2014, and we fixed it.  Since 2014 there has been no phone call or any correspondence in reference to a skimmer leak.  The only notice we have received was the email from this week showing a rusted wall. If the skimmer was leaking we were not made...

aware after the initial fix from 2014. It is the consumers responsibility to inspect the pool yearly to make sure there is no issues or leaks. Over the winter the skimmer can leak from the winter plate that is put on. The manufacturer would handle any warranty claims. The installation of the pool was warrantied for 1 year.

Revdex.com:
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:

[Your Answer Here]
 Management was very nasty to me, I have had too many issues with this pool since day one.  Both the pool and pump which I didn't order were sold to me and it wasn't till the day pool was up that I realized this, they gave me a cheaper pool and pump, I argued with them.since day 1 to take pool down for a full refund.  I have not enjoyed this pool since day one and still 3 seasons later am having problems with it.  In order to satisfy me I need a new pump which I can get parts for... as for the piece I need, they rudely told me I must purchase the part myself.  I am also writing to the owner of the company, and the full story of what has happened to me is now on 12 different websites, and am currently working with [redacted] and [redacted] to publish my story.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We do apologize for the customer feeling this way. Our signed receipt by [redacted] at time of purchase expressly states "* Pool Alarms, Gate Alarms, and Door Alarms Alarms are FINAL SALE and will not accepted for return or exchange under any circumstance . In the even of a defect, these items...

will be exchanged only. We unfortunately cannot accept the item back as a return per policy signed by [redacted] at time of sale attached. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Once again the [redacted] / [redacted] which the purchase was made under has been explained the liner is covered for seam defects only. Upon a paid liner inspection there was no leak determined in 2014. At this time as a courtesy the best offer I can make is 75% off a replacement liner not to include nor cover labor or installation cost.

Revdex.com:
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:

The business is misrepresenting the facts:They did not come back the next dayThey entered our property without notifying us on 06/** and installed the skimmer. There was no more waterin the pool than on the [redacted] of MayThey were supposed to install the pump and salt generator they did neitherWe were informed after the fact that a different crew does that install We were given a date of 06/** for the salt generator we were not advised at the time of purchase and payment of thatWe went to the store on Saturday 06/** after waiting about an hour to speak to a manager we were advised that the lump install would now be $149.00 paid in advance instead of the $100 quoted by the crew.We paid for the pool and salt generator install in full more than a month and a half ago but still do not have a usable pool.We   The    
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] / [redacted] which the purchase was made under has been explained the liner is covered for seam defects only. Upon a paid liner inspection there was no leak determined. At this time as a courtesy we can offer 60% off a replacement liner not to include nor cover labor or installation cost.

[redacted] sent in pictures of a FADED liner. The liner is NOT made by Island Recreational. After viewing the pictures and seeing the liner was faded we processed a warranty order (19-*-129). The customer has to pick up warranty liners since our installers travel in their own cars/trucks. We entered a NO CHARGE order for a liner change. When the installer got to the house the customers pool is 1.5ft buried in the ground. The pool is a roll wall pool designed for above ground use. The installer did not do the liner change because the wall should be dug out prior to taking apart the frame of the pool which is needed to do on a liner change. The customer was called and explained this and said he would do it himself. The faded liner was the issue and we provided a new liner to the customer right away. The customer NEVER informed us their pool was buried in the ground. The customer purchased the pool 2/**/13 and it was installed 5/**/13.

Revdex.com:
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:

[Your Answer Here]
First and foremost, both the credit card company and myself were unable to get a response from the company, yet they claim both of us failed to contact them?  I find this very odd.  Second, the installer told my wife "I am trying to get it to work", why if the o-ring is missing as they claim was it working properly before they touched it and finally, to this date the company aware of my complaint has never offered to come to my house to inspect the work or identify the problem.  I paid for "white glove installation" if in fact they are reputable, would a pool installation company not have a supply of o-rings?  The installer never spoke to my wife upon "completion" he simply ran as fast as he could.  The fact that they did not have my wife or me sign the completed work order speaks volumes to the fact they did not do satisfactory work.  I am not trying to get this equipment for free I am simply trying to get it installed correctly I would think someone from the company would contact me with something other than please take a picture of the alleged damage. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The salt generator was installed last year, at no time were we informed of a leak on the salt system. The liner was changed due to a defect, the installers do not put the salt system back on the return. However, we will have a tech out to the home on 7/** to look at the leak and fix it