Valley Pools, Inc.

We have reviewed the response from our client and wish to accept our client’s offer of $cash payment to facilitate closing of this claim Valley Pools will repair the pool floor in the fall at no charge to our client as discussed and will document all our clients concerns in their job file
Since our clients last response they have reported small surface cracks or imperfections in the inner skimmer chamber The skimmer was inspected and pictures have been sent to the manufacturer for review We will take whatever action is recommended If no action is recommended we will document the issue in our client’s job file We will also extend our “Lifetime” structural steel warranty to include the present skimmers on the pool This will insure that if action is needed at any point in the future it will be done at no charge to our client
As always we will stand behind our productsWe look forward to servicing our client in the future
Sincerely,
Steve H***
Valley Pools, Inc
***

Revdex.com:W have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to usAs long as Valley Pools follows through with the resolution offered We have been told several times that they would take care of the defective concrete However, no actual work has ever taken place
Regards,
*** & *** ***

Far too many delays, can't follow or stay on schedule, turned what was supposed to be a happy experience into a nightmare of delays

In reference to complaint #[redacted] - Please see the attached document from Steven H[redacted] President of Valley Pools.  He has agreed to my offer proposed in July.  See Below. 
We will agree to the $ 2500 settlement and document all you correspondence in your job file.  We will repair the vermiculite floor in the fall as we have agreed.  We will just need your preferred timing.
I wanted to document your reported issues with the skimmers so all issues are recorded.  I do not have a response from the manufacturer yet, but will communicate with you when I do.  We will stand behind our product if any action is required, but we also want to make sure in writing that your issue is noted and that the warranty on the skimmers would be extended if no action is recommended by the manufacturer.  Again, I do know yet what they will recommend, but we follow through with any recommendation.
Since **. Hoffer has agreed to these terms I do not need the Arbitration Process that has been suggested by the Revdex.com.  
Please note as **. Hoffer has stated above there is a new issue with the skimmer.  I have not received the manufacturer recommendations at this time, but I will follow up with Steve Hoffer, in a few days. 
As long as I am guaranteed that
Mr. Hoffer will follow the manufacturer recommendation, back the product as stated in the attached correspondance and include the skimmers on my lifetime warranty, I will accept his offer and close my complaint #[redacted]. 
This has been a long process for all parties involved.  Although I cannot say I am completely satisfied, I will agree to disagree and give credit to **. Steven H[redacted] for his efforts.  I trust that he will do the right thing going forward, and back his products as he has promised. 
Please contact me if you have any questions or need more information from me.
Thank you.
[redacted] & [redacted]

We met with **. and [redacted]. [redacted] on Wednesday June 11th to discuss their issues.  We both have agreed to a course of action and the remaining work is either scheduled or waiting to be scheduled. We will be following up with our customer as we complete the needed work.

[To assist us in...

bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
Yes we did meet with Steve and Ben H[redacted], and yes we did discuss our issues.  We did not come up with an agreement or a course of action.  Just a list of things that need corrected. 
We were offered an accepted a [redacted] Cleaning system, and yes that is a very nice gesture that I am sure we will use and appreciate, along with a PVC fountain apparatus to connect to the extra jet.  The fountain however is not an acceptable fix for the error that was made.  It may be nice, but it still seems like a patch and hide method to cover up something that they all say HAS NEVER HAPPENED BEFORE. 
Some of the work has been scheduled, however, the work has not been done at this point.  This complaint is far  from being resolved.  
 I will not sign off of this complaint until all of the issues on the list are corrected and meet OUR expectations. 
The major issue which was the skimmer, was discussed but clearly not resolved.  The fountain apparatus we were given to connect to the extra jet, does not resolve the fact that it should have been corrected when the mistake was discovered.  I want my pool to be a pool that Valley Pools would be willing to sign their name to and say "I gave this costumer 100%".  The pool I was promised.    I want my pool to be the same pool these gentlemen would be iinstall in their mother's back yard. 
Steve and Ben assured us that the personnel and customer service issues would be addressed.  We have no way of knowing what is being done in this matter.
We are not completely satisfied.  Regards,[redacted] & [redacted]

[redacted]
The Revdex.com
RE: Complaint # [redacted]
We acknowledge that a remedy needs to be found for the
finish of the concrete.  The...

concrete
finish is defective.  The concrete was
poured in late fall of 2012 and the problem was noticed in spring 2013.  At this point we felt the concrete could be
repaired.  When we checked it again in
the fall of 2013 it was determined it would need to be replaced or a coating of
some type applied.  The homeowner
expressed interest in a coating.  One of
our people was to discuss a coating called [redacted] Coating with the
homeowner.  Our person either did not
discuss it in enough depth or at all in the spring of 2014.  Our office was waiting for an answer from the
homeowner and the homeowner obviously was waiting for Valley Pools to take
action.  We apologize for this lack of communications.  Once we received an email from our customer
on May 4, 2015 we realized the error and met with the homeowner that day.  We have a meeting scheduled with the [redacted]
Coating to evaluate the best coating on May 12th.  Once that meeting occurs and the home owner
has the written warranty on the coating we hope to have this work competed as
quickly as possible.  If the coating is
not satisfactory, Valley Pools has agreed that we would replace the pool deck.
Again, we apologize for our personnel’s lack of clear
communications and are actively seeking a completion of any work that needs to
be done.  We will advise when we have an
agreed upon solution.

Review: We had Valley Pools install an inground pool in April 2012. This was an extremely expensive project which inlcuded stamped concrete decking around the pool and a custom stamped patio. The cost was roughly $6,700.00 for the patio with the whole project costing over $50,000.00. After the initial meeting and commitment we made to their sales representative, [redacted], we had experienced nothing but problems. Below are some of the examples:

During Project:

Engineering errors with land grade, water run-off, and pool placement.

Construction had started without permits causing delay of project and violation of township ordinances (Valley was responsible for all permit activity).

Incorrect colors were ordered for the deck/patio, although it was corrected to my liking, it was not what I had requested.

Post Installation:

Leaky pipes and equipment - rectified.

Water bubble in liner and liner coming off of track, recitfied after several months. Persistent calling needed.

Patio and decking had many issues with poor quality installation and product. In spring and summer of 2012, white spots and chipping appeared in many areas soon after installation (concrete is terraccota color).Was advised that it was not sealed properly, but could be fixed. Initital fix looks terrible with the spots still showing. I should note that it took months to have anyone at Valley pay any attention to my concerns. Again over the winter, spots/chipping appeared and a white haze is all over the concrete. The subcontrator did take a look and said it was the product. I continued to call Valley with aboslutely no response until I asked for the president of the company who failed to call me back as well. Finally, [redacted] at Valley did call me and said he would be out that day, but he never showed on that day or days after that. After [redacted] finally came to meet me and actually did show up, he stated he had never saw this before and assured me Valley would take care of the issue. He needed to call a chemist across the county to assist. [redacted] shook my hand and said not to worry as he does not look at the calendar (it is close to my warranty period although my issues started after the installation) and would rectify. I asked for something in writing and [redacted] agreed and stated I would have a letter the next week. Nothing was sent to me.

It has been over a month and Valley Pools has not taken any action relative to my faulty deck and patio. It looks hideous and gets worse by the day. Also, Valley has not returned my calls.Desired Settlement: I would like the concrete replaced or repaired in a timely fashion. Some of the decking is covered by the pool cover that Valley placed on the pool in which I am asking Valley Pools to open my pool without charge to me in order to fix the problem. It appears there is even more damage under the pool cover and I do not want to be responsible. Also, if the fix is similar to the initital fix from the spring/summer where the defects are STILL visible, I would like a refund in full for the cost of the concrete, labor, and any additional compensation that will cover the cost of repairing the concrete correctly.

Business

Response:

Attn: [redacted]

Review: Misrepresentation from salesman - Inferior craftsmanship - Failure to correct a mistake - Terrible customer service

As the beginning of theis pool process my husband showed Olin (Salesman) and Stan(Installation Manager) where we had our downspouts going into a drain pipe underground. He asked Olin and Stan Do you want me to dig this up? Olin again ASSURED us no, that is not necessary, just mark the area. We asked what happens if they hit this drain pipe. Olin once again said – don’t worry if anything is damaged we will make it right – we will fix it. GUESS WHAT – they hit the drain pipe and broke it. Only to find out that Olin was not telling the truth, Stan told my husband we had to fix the drain pipe and Valley would not be back until the pipe was fixed. He was rude and obnoxious and hung up on my husband.

I realize things happen, but we told them where the drain pipe was, we offered to dig it up, but told no it was not necessary, if they damage it they would fix it. Okay now is this a reflection on the deceitful salesman or the incompetence of the installation/excavation crew. Please take note this is DAY 1 of installation.

WE fixed the drain pipe.

So, of course I called my Salesman, I made him aware of the broken drain pipe and my treatment when I asked for a phone call regarding the check. He quickly went to Stan’s defense, and said he was standing right there (must have been in the audience) and he did not feel Stan’s attitude was TOO bad.

Much to my surprise, when I got home from work, my husband and I were checking out the pool. We were pretty excited UNTIL I notice the steps were not the ones I was promised. Call number 2 to my Salesman – Olin told me he would research the steps and get back to me. So as we are waiting for a return phone call – I discovered the INCOMPETENT INSTALLATION CREW installed the skimmers on the wrong side of the pool.

YES another phone call to my salesman- good ole honest Abe (Olin) had enough of me for the day and did not pick up – I guess he was still researching the steps. So I left a message for him to call me back. SEVERAL hours passed, I called him AGAIN. This time he did answer my phone call. I told him the skimmers were on the wrong side of the pool– at first he accused me of lying, and then said that I must be mistaken, because Valley Pools wouldn’t do that, again I must be wrong. I assured him I was holding Stan’s sketch and looking at the pool at the same time I know where the skimmers are supposed to be and I see where they are. They ARE on the wrong side. Olin was shocked and amazed that I picked up on the fact the skimmers were on the wrong side, because VALLEY Pool’s has never done something like that in the 15 years he had with the company and all the 20 to 40 thousand pools they installed this is the first time anything like this has every happened.

So I will ask you the same question I asked Olin – If they’ve never made this mistake was this intentional? Stan made the sketch, Stan was on site while the work was being done, was this Stan’s way of showing me he was in charge? Realizing I would have trouble with my pool with the skimmer installed wrong. After the way he spoke to me on the phone earlier that day, I believe it was intentional.

Olin told me he would check into this situation and get back to me. He NEVER called me back.

We did receive a phone call from Ben, the next day, who assured us the mistake would be corrected. I told him I could not be home first thing in the morning but I would be home early afternoon and I asked him TO PLEASE NOT BACKFILL the area until I got home, because I wanted to make sure I saw all of the plumbing work, so I could get a better understanding of the workings of the pool. Ben said that would be NO PROBLEM, it is the least that we can do since we made such an error. I arrive home from work EARLY about 1:30 – 2:00 to find the entire area backfilled. Of course I reminded Ben what he promised me – his response – “We can’t hold up the schedule just to give you piece of mind”. What happened to it was the least that they could do. But Ben told me he did take pictures – and he would be willing to share with me. The picture showed nothing.

Please let me share, that I was and I still am extremely upset with both issues – the broken drain pipe, and the skimmer debacle. But two things upset and frustrate me more

1) The patch and hide method that was used to correct the Skimmer issue. The skimmers were added to the correct side, and a jet was installed opposite the skimmer. BUT they left the original jet, the piping and the valves between the skimmers.

As a result I have a jet that serves no purpose, in fact it is counterproductive and extra valves and plumbing work that are confusing and I was told not to use.

THIS IS NOT RIGHT. It is like buying a car with an extra wheel. Who would do that?

2) NO Valley Pools, Inc. representative every reached out to us AT ALL. No reassurance, no apology, NOTHING. In fact your people treat us like this is our fault. This is probably the most disappointing fact of the entire situation.Desired Settlement: I would like Someone at Valley Pools Inc. to contact me to discuss this issue. I want someone to take responsibility for their actions and really I want to be taken seriously and treated with respect.

IS this extra jet, system going to effect my system. I want an explaination as to why the patch and hide repair. WHY didn't they fix this RIGHT when they could.

I would like to see the FULL LIFETIME WARRANTY that covers everything that my salesman boasted about so often.

Some type of compensation as a result of all of this. - Some money back - Free pool supplies - Free water testing (without driving to [redacted]) - they come to me.

AND I want this company investigated to make sure what happened to me NEVER HAPPENS TO ANYONE ELSE.

Business

Response:

We met with **. and [redacted]. [redacted] on Wednesday June 11th to discuss their issues. We both have agreed to a course of action and the remaining work is either scheduled or waiting to be scheduled. We will be following up with our customer as we complete the needed work.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

Yes we did meet with Steve and Ben H[redacted], and yes we did discuss our issues. We did not come up with an agreement or a course of action. Just a list of things that need corrected.

We were offered an accepted a [redacted] Cleaning system, and yes that is a very nice gesture that I am sure we will use and appreciate, along with a PVC fountain apparatus to connect to the extra jet. The fountain however is not an acceptable fix for the error that was made. It may be nice, but it still seems like a patch and hide method to cover up something that they all say HAS NEVER HAPPENED BEFORE.

Some of the work has been scheduled, however, the work has not been done at this point. This complaint is far from being resolved.

I will not sign off of this complaint until all of the issues on the list are corrected and meet OUR expectations.

The major issue which was the skimmer, was discussed but clearly not resolved. The fountain apparatus we were given to connect to the extra jet, does not resolve the fact that it should have been corrected when the mistake was discovered. I want my pool to be a pool that Valley Pools would be willing to sign their name to and say "I gave this costumer 100%". The pool I was promised. I want my pool to be the same pool these gentlemen would be iinstall in their mother's back yard.

Steve and Ben assured us that the personnel and customer service issues would be addressed. We have no way of knowing what is being done in this matter.

We are not completely satisfied. Regards,[redacted] & [redacted]

Consumer

Response:

In reference to complaint #[redacted] - Please see the attached document from Steven H[redacted] President of Valley Pools. He has agreed to my offer proposed in July. See Below.

We will agree to the $ 2500 settlement and document all you correspondence in your job file. We will repair the vermiculite floor in the fall as we have agreed. We will just need your preferred timing.

I wanted to document your reported issues with the skimmers so all issues are recorded. I do not have a response from the manufacturer yet, but will communicate with you when I do. We will stand behind our product if any action is required, but we also want to make sure in writing that your issue is noted and that the warranty on the skimmers would be extended if no action is recommended by the manufacturer. Again, I do know yet what they will recommend, but we follow through with any recommendation.

Since **. Hoffer has agreed to these terms I do not need the Arbitration Process that has been suggested by the Revdex.com.

Please note as **. Hoffer has stated above there is a new issue with the skimmer. I have not received the manufacturer recommendations at this time, but I will follow up with Steve Hoffer, in a few days.

As long as I am guaranteed that Mr. Hoffer will follow the manufacturer recommendation, back the product as stated in the attached correspondance and include the skimmers on my lifetime warranty, I will accept his offer and close my complaint #[redacted].

This has been a long process for all parties involved. Although I cannot say I am completely satisfied, I will agree to disagree and give credit to **. Steven H[redacted] for his efforts. I trust that he will do the right thing going forward, and back his products as he has promised.

Please contact me if you have any questions or need more information from me.

Thank you.

[redacted] & [redacted]

Business

Response:

We have reviewed the response from our client and wish to accept our client’s offer of $2500.00 cash payment to facilitate closing of this claim. Valley Pools will repair the pool floor in the fall at no charge to our client as discussed and will document all our clients concerns in their job file.

Since our clients last response they have reported small surface cracks or imperfections in the inner skimmer chamber. The skimmer was inspected and pictures have been sent to the manufacturer for review. We will take whatever action is recommended. If no action is recommended we will document the issue in our client’s job file. We will also extend our “Lifetime” structural steel warranty to include the present skimmers on the pool. This will insure that if action is needed at any point in the future it will be done at no charge to our client.

As always we will stand behind our products. We look forward to servicing our client in the future.

Sincerely,

Steve H[redacted]

Valley Pools, Inc.

Review: On the 25th of September 2012 , [redacted] & [redacted] , entered into agreement with Valley pools Inc, to have a pool installed in the spring of 2013, the pool was installed as contracted and was in use for the first season, no defects where found, around August valley pools came back to install the loop lock cover that was part of the contract to install the pool, upon returning home the evening that the cover was installed I inspected the work that was performed and found that during the installation of the cover they had cracked the concrete, upon noticing this I contacted [redacted] , Valley pools installation manager, he respond and looked at the crack and his response was that once the crack reached an 1/8 of an inch they will honor their warranty and replace the concrete, this in our opinion is unacceptable as the concrete crack was not a result of settlement but from the company not taking care in installing the product. since I first contacted Valley Pools about the first crack we now have noticed a total of 5 cracks that we feel is a result of poor installation, and although their contract states that they will not repair a crack due to settlement unit it reaches 1/8 inch, we feel that they have created the problem with the concrete, therefore I am withholding the final payment for the loop-loc cover until a resolution is brought forth that is acceptable. on November 7 I again spoke with [redacted] the installation manager as he had called to request payment on the balance due, upon which I had explained that this was shown to his employee and that I wanted a follow up on the new cracks, [redacted] at this point had no interest in looking at the additional cracks and RESPONED AS BEFORE THAT THEY WOULD NOT REPAIR THE DAMAGE UNTIL THE CRACK REACHES 1/8 INCH, The pool is about 5 months old and we feel that if Valley pools had taken care when installing the cover we would not have the issue we have now. It is my intention to have this repair in the spring and upon the repair I have no problem with issuing the final payment, until such time I will not issue a payment for a product that is not they way it should be. I belive that with the 1/8 inch that they are waiting for is so that when and if it reaches the point the need to respond it will be out of my pocket due to the prorating that is in their contract.Desired Settlement: The desired outcome is to have Valley pools repair the concrete deck of the pool at no cost to me since the pool is new and has not been installed a full year.

Business

Response:

[redacted] November

12, 2013

The Revdex.com

RE: Claim [redacted], [redacted]

**. [redacted],

This letter is in response to the claim filed by [redacted]

[redacted], [redacted].

We at Valley Pools pride ourselves in the quality of our products and in

standing behind them with clearly written warrantees. Over the 46 years of being in business we

have strived to be very upfront with our customers as to what is considered warranty

and what is not warranty.

The [redacted]s did indeed enter into a contract for Valley

Pools to construct an in-ground swimming pool.

That project was completed in June of this year. We did install the winter cover on the pool

August 6th of this year. The

type of cover that was installed is called a Loop-Loc cover. It uses brass anchors, which must be hammer

drilled into the concrete after the concrete has cured. These anchors are what the spring loaded

cover attaches to when the cover is on for the winter. The cover installation was completed in the

recommended way. The same process would be used if any concrete would be

replaced.

**. [redacted] believes that the installation of the cover

caused the cracks in the concrete. We cannot say what caused the cracks to

occur. Although, in our experience of

installing thousands of covers, we have not had installations cause cracks away

from the anchors the**elves. Any

concrete poured for sidewalks and patios can crack. This cracking can occur immediately as the

concrete cures or months or years after it is poured. This is why the concrete industry as a whole

does not warrant cracks at all or warrant the product past 1year. We however do warrant our product against

cracks larger than 1/8 inch in width for a period of 10 years. Attached to this email is a scanned copy of

the contract the [redacted]s signed when they purchased their pool. There is also a scanned copy of the back of

their pool agreement. The back of the

agreement lists specifically the warranties provided by Valley Pools. Lines 28 through 31 explain the warranty on the

concrete decking around the pool. The

warranty specifically excludes cracks 1/8” or under in width. It does not list causes of the cracks, just

that we do not warranty “hairline” cracks.

The cracks in the [redacted]’s deck are hairline. We have attached pictures from our inspection

on August 22nd and November 6th. Both inspections were done on a no charge

basis.

We fully agree it would be ideal if concrete did not crack,

but this is not possible to guarantee. We

were very upfront with our warranties by listing them on the reverse side of

the original agreement. We will make repairs

in the future if the cracks on the [redacted]’s deck become larger, but at this

point in time we believe there is no defect that warrants action. We also believe it is best for the overall

appearance of the pool and longevity of the concrete to leave it as it is. We could re-pour the entire deck around the

[redacted]’s pool and still could not guarantee that it would not crack. If we were to re-pour just the cracked

sections, the new sections may crack or the old sections may crack. In addition there will be a difference in

color and texture in the new concrete. If it would give **. [redacted] piece of

mind, we can put an additional coat of concrete sealer on the concrete. This additional coat may help seal the cracks

from moisture or wear. If the [redacted]s

desire this work to be done, it could be scheduled at no charge in the spring

when temperatures allow.

We will wait for the [redacted]’s response on the sealer. As for the claim filed by the [redacted]s we

ask that it be closed and that the [redacted]’s make full payment on their

account. Valley Pools has fulfilled our

original installation agreement and will stand behind a warranty that would be

activated if the cracks increase in size.

If you require additional information, please contact me by

phone at ###-###-#### or by email. We

appreciate your prompt response.

Valley Pools, Inc.

President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the crack that started this all appeared in the concrete walk immediately upon the installation of the cover, Valley pools was notified the very same day that the cover was installed , furthermore the crack is in line with the anchor and runs right through the anchor point, At this point I will accept nothing less then the concrete being replaced in the spring, had we been made aware that when they installed the cover that there was a possibility that the concrete would crack I may have chosen another cover.

Regards,

Business

Response:

**. [redacted], November

18, 2013

While we feel that the concrete on the [redacted]’s pool

should stay as is, we are interested in coming to a resolution in this

matter. Valley Pools will replace any of

the concrete pads that are cracked in the spring of 2014. The pads that are not cracked are to remain

in place. The [redacted]’s must agree that

we do not warrant hairline cracks in the concrete walkway and agree that we

cannot be responsible for chipping and cracks that occur when we install the

cover anchors in the new concrete. There

is no other way to install the cover anchors, other than hammer drilling holes

for the anchors to be set in. As

mentioned in our first letter we have never had decks crack away from anchors

during the installation process. [redacted], our construction manager will meet with the [redacted]’s and agree on the

pads to be replaced.

Again, our warranty is very specific, we do not warrant

cracks under 1/8 inch in width. Any

concrete work can crack at any time from the curing process to many years down

the road. Valley Pools will warrant the

existing and new concrete as per our original warranty.

President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I will reinstall the anchors for the pool cover after the concrete is replaced .

Regards,