TLB Construction, Inc.

In response to the
homeowner’s complaint concerning alleged fraudulent charges:
As previously stated, the
new heater is a different make and model than the old heater. It does not directly drop in and align to
where the gas and water plumbing lines can attach without some kind of
re-plumbing being necessary. For
instance, the old heater’s gas line howas located on the left front side. The new replacement heater’s gas line ho
is located on the left rear side. Re-plumbing was required to attach the
galvanized piping to the new heater. We
never stated that we moved the existing gas line; just that it was re-routed to
match up to the new heater
The same was needed for
the PVC water lines, as the inlet and outlet water lines did not line up and re-plumbing
was also necessary on these.
The $charge was for
the above stated work that was done and did not involve any other work,
including electrical. As we explained to
the homeowner, doing electrical work would incur additional charges, whether at
the time of installation or at the time of her phone call
We apologize for any
miscommunication or misunderstandings of the work performed or needed, but take
exception to the homeowner’s accusation of fraudulent charges and lying. We have been in business for over years
and have a very good report with our customers.
I don’t believe we would have lasted this long if we were in the habit
of ripping-off customers
Thank you,Randy ***
Reflection Pools, Inc

As we stated before, there is nothing else we can contribute
to this conversation.  We consider this
matter closed. Thank you,Randy [redacted]Reflection Pools, Inc.

We believe that we have explained our position thoroughly.  Again, the charges were appropriate for the
work performed, and were not intended to be all inclusive of any additional
work that may have become necessary.
Due to the tone of this customer, we feel there is no other
response that we can give that will satisfy the complaint.  We consider this matter closed. Thank you, 
Reflection Pools, Inc.
Randy [redacted]
713-467-7770

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.   The company failed to accept responsibility for their mistakes and their code violations. Their technician is not up to date on codes and he installed incorrectly. I have verified this with the Texas licensed inspector.  I was only  argumentative  when he rejected my argument and my request to have them return and do it correctly to code and according to manufactures specs, and after he hung up on me. Then I was understandably upset. Terrible company with NO customer service or warranty behind their work. They fraudulently charged meFor a modification thwy didn't do. We want this money refunded. We were shocked to learn nothing was moved and theyLied to us.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Again, it is not additional work that became necessary. It was necessary work to complete the proper installation and Reflection Pools failed to do it. And the gas fitting has not been moved or modified.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
This situation escalated because of the way the business handled my questions after a licensed inspector noted the problems with the install. Rather than take responsibility and admit they made a mistake, they tried to blame the customer and then Randy hung up on me. Worst company I've ever dealt with. The unit was not grounded, still isn't grounded, and therefore not installed to code. Asking me to pay for a whole new service call is ridiculous when this should have been done at the time of install, again as per manufactures specifications. There is no separate charge for electrical work as it is part of the standard install as per code and manufacturers specifications. Ridiculous, rude business that doesn't complete the job properly.
Regards,

In response to complaint
#[redacted]:
On March 3rd,
2015 at [redacted]. we installed a Pentair MasterTemp heater in place
of an existing Hayward IDL heater.  As
these are two are very different heaters, it requires some gas line and PVC
plumbing to be rerouted, since they do not...

line up to the new heater.  She was charged $200.00 for this work and only
for this work.
Now 4.5 months later, during
a pool inspection, they noticed the heater was not bonded.  She contacted us and demanded we come out and
install a bonding wire to the heater.  We
told her we could, but there is a charge. 
There would have been a charge whether we did it in March or we do it
now.  That’s when she tried to say that
nothing was done for her $200.00. Obviously, that fact the heater is installed
and operational proves this work has been done.   
The real issue is the fact
she does not have a bonding wire leading over to the heater, if she had an
existing one, we would have attached it. Our normal procedure would have been
for the techs to call into the office and try to contact the homeowner to let
them know if any other additional repairs were necessary.  As we do charge for our work, this would be an
obvious benefit to us.  Since this occurred
4.5 months ago, I do not recall whether we tried to contact her and left a
message that wasn’t returned, or possibly overlooked calling her altogether.  Either way, she was not charged for that
work.
As a side note, when she
contacted us on 7/16/15 she was very argumentative and confrontational. She also had left threatening voicemails along with e-mails stating she was going to “destroy
us”, along with other derogatory statements. Understandably, we will not be
returning to this homeowner’s property.
Thank you,
 
Randy [redacted]
Reflection Pools, Inc.
[email protected]
713-467-7770