Wave Custom Pools, LLC

The pool decking was poured by a third party contractor "BMP Concrete" BMP concrete has been in touch with Mr [redacted] on solutions to resolve the issues with his pool deckingThe work that was completed on site by Wave Custom Pools were plumbing issues and general equipment serviceNo work was done by Wave Custom Pools in relation to pool decking

Complaint: [redacted] I am rejecting this response because: I was told to turn the valves off from the company when trying to troubleshoot the problemThe freeze guard being installed properly should have prevented this from happeningJust bc it is below freezing for hours doesn’t mean the equipment the should go out and break every timeProper installation should prevent this from happeningAgain nobody else I know with a pool has had this problem and there temperatures were he same they just had proper installation of the freeze guard to prevent this I should not be held liable when This was installed less than months ago Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because:CUSTOM WAVE POOL billed and supervised and scheduled the pour as of 10/23/No resolution has been talked about Regards, [redacted] ***

I have spoken to our local *** sales representativeHis response wasthere are multiple variables that go into causing an equipment failureDuring freezing temperatures, freeze protection is the best line of defense against equipment failure and damageFreeze protection is not a guaranteeIn addition a filter that is dirty can restrict enough flow to cause ice to build up in the equipmentValves that cause restriction to water flow can cause ice to form in the equipment No one is to blame for this equipment failure other than Mother Nature *** has agreed to cover the cost of replacing the heat exchanger for Mr ***

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
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  I was told to turn the valves off from the company when trying to troubleshoot the problem. The freeze guard being installed properly should have prevented this from happening. Just bc it is below freezing for 72 hours doesn’t mean the equipment the should go out and break every time. Proper installation should prevent this from happening. Again nobody else I know with a pool has had this problem and there temperatures were he same  they just had proper installation of the freeze guard to prevent this  I should not be held liable when This was installed less than 6 months ago 
Regards,
[redacted] [redacted]

The pool decking was poured by a third party contractor "BMP Concrete".  BMP concrete has been in touch with Mr. [redacted] on solutions to resolve the issues with his pool decking. The work that was completed on site by Wave Custom Pools were plumbing issues and general equipment service. No work...

was done by Wave Custom Pools in relation to pool decking.

Complaint: [redacted]
I am rejecting this response because:CUSTOM WAVE POOL billed and supervised and scheduled the pour as of 10/23/17 No resolution has been talked about   
Regards,
[redacted]

What Mr. [redacted] failed to mention was that the temperatures were below freezing for 72 hours. When my service technician came out to look at the pool, he found valves that were turned off or that were slightly open. This restricted proper water flow through the equipment back to the pool. Because...

the water was not allowed to flow properly through the equipment, Ice built up within the plumbing. This caused the heat exchanger to crack. the estimate given to replace the heat exchanger was for the front and back heat exchangers.  Mr. [redacted] is more than welcome to file a warranty claim with [redacted] or contact their customer support @ [redacted] for replacement of the heat exchanger.