Transportes Castores

I have included a copy of the response to this complaintThanks, Bruce W [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]I am not satisfied with the outcome at this juncture as the response misrepresents many of the events and descriptions of the nature of the problem Again, we stand behind our request to have the entire charge removed from any records No one closes their pool twice in a season If done correctly the first time, there is never a need to address it again until Spring.Before they arrived to our home for the first closing, we made our case as to why we wanted it drained to the lower level Had this been done, we wouldn't be at this juncture today.The indication of a change in industry standard has not been implemented by other companies with whom we have successfully done business in the past and even this last season The mention of an automatic pool cover driving a change to standards of closing has no bearing on our pool Regards, [redacted] ***

We were asked by Mr [redacted] to check his spa because, as his Husband explained to our service tech, there electrician had wired it wrong & damaged the systemHe could not get anything on the Top side control so he recommended a new top side control first to make sure that that was the only problem, and that they didn't need a whole new system for $1500.00.We told him we needed a deposit and he gave the tech his credit card.The system they have is built in china and imported & sold by only one location in TennesseeYou have to get the part from them or replace the whole system with something else.We ordered the part &- charged his card fhr $140.00, 50% of the costThe part came in & we installed itIt powered up but still was not the only problem as what was displayed was error codes.Ed turned in the work order and they were billed because we were waiting for a decision on the purchase of the new control box.As soon as Mr [redacted] received the invoice, his Husband called & was very loud about how we were guilty of mall fraud, incompetents, liars, & He was going to call the police & turn us in because I had not shown the credit of the prepayment of $on the invoiceI told him that there was a credit on Mr [redacted] 's account but it doesn't show up on individual invoices, but only on account statementsHe did not like that explanation and ended the call.Our service tech called Mr [redacted] back to find out what he wanted us to doHe told us to order the new part & use the same card it as beforeAs a matter of policy, we do not save card numbers unless you ask us tooThe tech called back & got the number again from Mr [redacted] & we ordered the control box & charged him 50% of the cost, $days later I got a call from Mr [redacted] (think, or his Husband)He was mad because we had not returned his text message from 10:last night and he was tired of waiting to hear from usHe complained he has called times and that we only text him bank and didn't use the phonepointed out that most of our customers prefer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]

I am sorry the homeowner is upset with the service we provided We sent here a contract for the opening and she received a discount for prepaying for the basic service The service is for a pool openingThis service is contracted to take one trip to open the poolShe
had up to feet of water on top of her cover which every pool company charges extra to drain the cover The service tech can't wait for the pool cover to drain Please understand leaving that much water on the cover over the winter voids the warrantee and if the water is not taken off completely before it is open, the excess weight of the water will break the ropes & gears in the system That is why we wanted as much water as possible off the coverIf we had open the cover & damaged it because of water weight, we would be responsible for the damage All manufacturs of pool covers recomends a cover pump be left on cover year round to remove the water during the winterAgain, Not having one can and will shorten the live for thecover an damage the equipment.I do not know of a pool service company that does'i charge extra for a cover drain I called around and asked and spoke with and all charge extra .As to the pump repair: We use the terms "pump" & "motor" interchangeably The service tech was talking the same as the other guy.We were at her house times We would tel her a hour window and she would expect us at an exact time Her back yard has no electrical outlets, so each time she would have to put an extension cord out her kitchen window or we could not operate the pump We would arrive at an appointed time and her car was there put no one answered the door We would leave a note Our customers normally don't want to be there when we are there as we don't need to get in the house to work on the pool.As to the vacuuming the pool: With the type of cover she has, you can't use a portable vac as it drains the pool water level and can damage the cover That is why we use the homeowners system to vac the pool The tech told me about the conversation he had with the homeowners "associate" (we later found out it was her daughter) She was calling on Saturday night as the tech was on his way to her house She called times in minto check on the progress of the tech She was loud & abusive & called him a "sexist" In the end, she told him not to come out That was the last time we were there.At that time, the pool was running, filtering, clear enough to see the bottom, everything was done per contract, We were doing an extra vacuum that he was on his way to do when her daughter told her not to come.I last spoke to her a few days later & was trying to talk to here, being very professional As I was explaining what we did and what she contracted for, She told me to stop calling her "mam"I can only guess that is why the daughter called the tech a "sexist" because he was using the same polite term.I have sent an invoice for all of the work we completed & chemicals used for her pool It exceeds the prepayment by $ I am willing to discount the invoice to clear the account.Thanks You,Bruce W***

I am sorry the homeowner has had a bad experience with our companyWe do over unique service calls a year & we try give everybody a pleasant experience.We Closed the homeowners pool last fall & the pool was dark green & had dirt & debris in the bottom that we could not see
We told here at that time that it was going to be green & dirty when we open it in spring She didn't want to address it in the fall but wait until spring.We sent her a standard contract for opening/closing her pool with a list of what we would do in the openingWhat was included & what was not We arrived on the scheduled time, and got the system up & running, the pool filtering, & did one vacuumingWe opened the pool as per the contractThis is the standard The pool is open & running, but the water was still green We still could not see the bottom to get a good vacuuming so we added additional chemicals to start to get the water clear.Our service crew told the homeowner that he added all of the chemicals as per the contract & any additional chemicals would be an additional cost.We left notes, made phone calls & left messages & stopped by separate times to try to finish pool but even though it looked like someone was inside, did not come out, or did not respond to our attempts to communicate Im sure the pool is in worse shape now than when we opened it because without We have done everything we were required to do and then some but if the homeowner will not authorize the additional cost, We have to stop We do not want them to be surprised when they open the bill.We are still willing to get the pool clear but we need permission to do so If the homeowner calls the office or the service tect to let us know what she understands the cost, we will work with her to get the pool clear for the season. Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.His description of events are inaccurateWhen they closed the pool, they never gave us the option to address issue thenThere has never been any attempt from the company to contact meI had emailed initially, text the tech, and spoke with Bruce over the phoneThey never swept the pool, on their first visit they put the pump on the concrete, but did not even secure it as it should have been with bolts they removed the prior seasonThey could not find the remaining parts to put pool together We found remaining parts on pool floor when we cleaned and vacuumed pool, which they are the ones that closed the pool and stored parts the prior yearThey did place chemicals in pool, but never came back to vacuum out the dead algeaAnd as Bruce and I discussed, it is a waste of chemicals to allow them to kill the algea, but to never sweep it out and the algea will quickly returnAt this point we have opened pool ourselvesThe pool water is clear and chemical levels are correctThe contract was for opening the pool, including vacuuming, monthly service calls, and closing the poolThere has been no monthly service calls and the pool is obviously not closed because because the season is not overThey did not vacuum on their initial visit, when they left there still wasn't even enough water to run the vacuumThey have not fulfilled any part of the contractI do not want them back, they already wasted weeks the pool could have been usedI want a refund
[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 find that this resolution would be satisfactory to me. 
Regards,
[redacted]

I have included a copy of the response to this complaint. Thanks, Bruce W[redacted]

The letter is in response to [redacted] letter dated 02/01/2016.We sent [redacted] account to collection because he had not responded to our many written attempts to clear a past due bill that is over a year old.We winterized his pool using the proper amount of chemicals and to industry standards....

We have been winterizing pools for over 40 years. Most pool companies will not warrantee the winterizations. Others limit their liability to the cost of the winterization itself. The better pool companies (like us) stand behind their work.We installed their spring loaded mesh pool cover using his preset 'pop-up" anchors in his deck. Each spring is to attach to an anchor to hold the cover taunt over the pool. The reason the cover was not taunt was some of his anchors were either not popping up or missing, causing the cover to (using their word) "draped" or sag. We spoke with the Smiths about this and told them we could replace the anchors in the deck to tighten up the cover, and drain some of the rain water out. They agreed and we did & set an invoice. This is the invoice that is unpaid.In the spring, [redacted] called me & told me that there were pipes cracked at his filter and he was going to hire someone to fix them and send me the bill. I told him that we are very capable of fixing any freeze damage and we would do so at no charge. 1 then asked if he wanted us to open the pool while we were there. He agreed We arrived at the appointed time, saw one cracked fitting, replaced it, and then finished the opening of the pool.The water was black and smelled like a sewer. This was caused by the large amount of rain dripping through the trees, picking up a mold and then falling into a pool. This is not an uncommon condition, but it only happens to pools with a mesh cover surrounded by large trees. We have been asked by several homeowners whose pool we did not winterizes to clear up this condition in their pools. The solution is basic; one, possibly two large doses of liquid chlorine, which kills the mold, it sinks to the bottom of the pool, and then you vacuum it out. We explained this to the Smiths and that we would be back to start treatment (as we didn't' have enough chemicals with us) but [redacted] said not to bother, he would do it. We asked them to call us if they wanted us to do it for them. The next contact we got was a payment for the opening. We have not received any contact or response to past due notices since then.As I read [redacted] letter, I can see he was very concerned about his pool being unusual because it has a "caretaker" (in-floor cleaning system) and a salt system. And that he knew the proper way to winterize all pools is to drop the water level way down.A large percentage of both Gunite & liner pools built in the last 20-25 years have an in-floor system, and are "salt" pools. They are not unusual and we have done thousands with no freeze damage.About the water level: With the popularity of automatic covers, you cannot lower the water level more the bottom of the skimmers as the covers need the water to "float" on to keep them from ripping during the winter. The industry found out over the years of not lowering the water, no tile came loose anymore often that before. We found that grout failure, or ground moving the deck or just old age is what mostly cause tile to come loose, not winter water level. If it was winter water level, much more of the tile would come off at the same time, not just a few.How we winterized pools 40 years ago is different that today. We have gotten better, more efficient, faster, and have better equipment. Each company winterizes pools a little differently. Some use no antifreeze, and others will use as much as 100 gal. Majority of companies are in-between.To summarize the [redacted] version;He called us out to winterize his pool because we could get there faster, charged an acceptable price, warrantied our work, and were experienced to his satisfaction.We arrived on time, did the work as estimated and he paid the bill.He wanted some additional repairs done to the cover. We did them. We invoiced him for this work.In the springtime, He called us when he found a pipe cracked. We said, with no argument, that we would fix the damage at no cost to him and we also offered to open the pool, again he agreed. We did what we said we would do, gave him options to clear his pool & sent him a bill for the work completed, itemizing the no charge repair work, and he paid the bill with no additional comment.I am sorry that [redacted] had a bad experience with his pool. [redacted], by his own admission, did not communicate with us about any concerns or problems about his pool or the work we did except for paying the last invoice in full. He only responded to an outside collection agency which we waited until the invoice was over a year old to turn over.If [redacted] wants to negotiate the amount, please give me a call. Sincerely, Bruce [redacted]General Manager

I’m going to make this easy; everything she wrote in her complaint is true. We did everything she said. Now, using her narrative, I will give our view.She called to make an appointment to have her spa repaired...

because it was not getting hot enough. She called at a time I was not in front of the schedule to give her an exact time so I told her I would call her when I got back to the schedule with a more precise time. And according to her, this is what I did.I came out when I said I would & did a diagnostic on her spa to find out why it was not getting hot enough. I opened up the service bay, checked the heater to make sure it was heating when I turned up the thermostat. I checked the temp with our thermometer for accuracy. I spent 22 min. checking her spa. I found, other that the thermostat dial not turned up all of the way, it worked fine. This is what I told her in a note & on the invoice that there was nothing wrong except for turning up the thermostat dial, and all she owed was the service call charge/Diagnostic fee of $95.00I send an invoice dated 10/05/2015 for the $95.00Her complaint list 3 phone calls she makes after she received the invoice. I have no record or memory of the first two but I believe she called on 10/28 in the afternoon (didn’t leave her name) and I asked her to call in morning because that was the time I was in the office. She never called us but called You instead.This is just speculation, but about once a month or so, a new client will call and make an appointment & then call back in an hour or so & cancel because they found someone who could get there faster. This doesn’t cost much more than a few minutes of office time, no big deal.It becomes a big deal when they don’t cancel & we show up & do a service call/diagnostic. We have used our time & equipment, gas & truck cost to perform a service. I have had on more than one occasion when the customer has said that they called so many companies that they could not remember all of them to cancel the service calls. This is not to imply that this is what this homeowner did, only that others have.As a settlement, I will except half of the bill ($47.50) as payment in full & stop the collection efforts.Thank you for your time,Bruce W[redacted] General Manager

We were asked by Mr. [redacted] to check his spa because, as his Husband explained to our service tech, there electrician had wired it wrong & damaged the system. He could not get anything on the Top side control so he recommended a new top side control first to make sure that that was the...

only problem, and that they didn't need a whole new system for $1500.00.We told him we needed a deposit and he gave the tech his credit card.The system they have is built in china and imported & sold by only one location in Tennessee. You have to get the part from them or replace the whole system with something else.We ordered the part &- charged his card fhr $140.00, 50% of the cost. The part came in & we installed it. It powered up but still was not the only problem as what was displayed was error codes.Ed turned in the work order and they were billed because we were waiting for a decision on the purchase of the new control box.As soon as Mr. [redacted] received the invoice, his Husband called & was very loud about how we were guilty of mall fraud, incompetents, liars, & He was going to call the police & turn us in because I had not shown the credit of the prepayment of $140.00 on the invoice. I told him that there was a credit on Mr. [redacted]'s account but it doesn't show up on individual invoices, but only on account statements. He did not like that explanation and ended the call.Our service tech called Mr. [redacted] back to find out what he wanted us to do. He told us to order the new part & use the same card it as before. As a matter of policy, we do not save card numbers unless you ask us too. The tech called back & got the number again from Mr. [redacted] & we ordered the control box & charged him 50% of the cost, $275.00.4 days later I got a call from Mr. [redacted] (1 think, or his Husband). He was mad because we had not returned his text message from 10:00 last night and he was tired of waiting to hear from us. He complained he has called 20 times and that we only text him bank and didn't use the phone. 1 pointed out that most of our customers prefer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I am not satisfied with the outcome at this juncture as the response misrepresents many of the events and descriptions of the nature of the problem.  Again, we stand behind our request to have the entire charge removed from any records.  No one closes their pool twice in a season.  If done correctly the first time, there is never a need to address it again until Spring.Before they arrived to our home for the first closing, we made our case as to why we wanted it drained to the lower level.  Had this been done, we wouldn't be at this juncture today.The indication of a change in industry standard has not been implemented by other companies with whom we have successfully done business in the past and even this last season.  The mention of an automatic pool cover driving a change to standards of closing has no bearing on our pool.  
Regards,
[redacted]

This is a comunication problem.  We were called by Mr [redacted] to fix his spa.  We arrived at appointed time, spoke with Mrs. [redacted] about problem with spa ( needed new heater)  She said she would call us after she spoke with Mr. [redacted].  3 days later she called & gave us a...

deposit to order a new heater. When she made this call was the same day we received the notification of a complaint from Mr. [redacted].  Mrs. [redacted] was told about the complaint and was apologetic about what her Husband did.  She said she had no knowledge of the complaint & was going to have it removed as she was happy with our work.  We did not respond to the complaint as we thought it was to be removed.  We ordered the part. It arrived & we installed it keeping Mrs. [redacted] informed of all of the timing. She was happy with the results & authorized us to charge her credit card for the balance of the invoice.  At that time our service tech reminded her about the Revdex.com complaint and she again apologized for it and assured us she would withdraw it.