We Fix Ugly Pools

I do not believe there are adequate words that could best describe my experience with WFUP. For me being an extremely picky and impatient person, WFUP has blown me away. When we started the project there was the standard time frame of completion. One of my daughters was sooo in love with the start of the transition that she decided she wanted a kick butt sweet sixteen pool party. Now, her bday was prior to the completion date and pretty much told her that was not possible. I mentioned it to WFUP and they went above and beyond to make it happen. They did not have to, I did not request for them to do this, they just took it upon themselves to make it happen for my daughter. The crew came over on their days off to work on this just so it would be done in time for my daughter to have her wish of a rock'n party for her birthday. And that is just one of many examples of the service they provided to my family.

I highly recommend this company for anyone to use. I am not implying you can put them to the challenge of getting it done before the actual completion date (Even though I am sure they would accept the challenge). I have sadly had my experience with flaky, nonprofessional, overpriced contractors and WFUP does not reflect any of those traits. My pool went from Ugly to a Masterpiece. My extended family has now pretty much deemed my house the pool party place. Its not even a question, they just call to see what they should bring for food. I swear they are now coming up with Holidays just so we would have a pool party.

Much Gratitude to WFUP!!!!!

Review: I had my pool resurfaced and a new pool light installed. Within 1 week I found the pool cam floating in my pool and being held by the electrical wires. I called the company and they said in 24 hours someone would be out. A service man did respond and put the light back. I was also left with a bill of $95.00 for the service call. I have made over 12 calls to the company wanting to discuss this charge as I did not put the light in. The note on the bill said the screw was stripped. Within 2 weeks the light frame has rusted and the rust is running up the wall of the pool. After another 12 calls I finally get someone to write my issue down. I was only told that someone will be out to look at it.

I had to call every week after they drained my pool to inquire when they were going to start. 1 month later my pool was done.Desired Settlement: an improved customer service that somebody will respond to.

Business

Response:

Prior to receiving this complaint, the $95.00 invoice was already zeroed and sent to the homeowner. What the homeowner was sold a new light and as noted to "...existing brass, niche and electrical..". The light includes a standard pull light and installation to the existing housing and did not cover for any pre-existing conditions to the niche. The niche, unfortunately, had pre-existing conditions that were not our responsibility so the technician was correct in billing for the service charge of the light. The homeowner had this explained to her and still refused to understand the bill, the only resolution of which was to remove the charge.

Additionally, again, prior to receiving this complaint, we already had a technician back to her residence on 07/16/2014 and addressed the concerns regarding the missing skimmer weir door, ensured the light was set right and cleaned a stain that appearing from the debris in the light niche.

I would understand if the complaint contained factual information but find that embellishing for the sake of filing a claim, is completely appalling. Every single call to the office is recorded not only with a .wav file that is automatically attached to the file and a manual documentation is made.

Light Serviced: 06.17.2914 Invoice left for service

Invoice Created and Emailed: 06/19/2014

07/04/2014: 7L52 AM Accounting called the Mrs to collect - Yelled at member of staff that it was not her fault that the existing housing was damaged.

07/07/2014: 9:14 AM Mrs. Called in to speak with [redacted]. Wanted a call only after 2:30PM. [redacted] was out of town and unreachable.

07/10/2014: 11:01 AM Invoice was resent

07/16/2014: 9:30 AM Mrs. called in to dispute $95.00 / Sent information to manager

07/16/2014: 9:47 AN Invoice #[redacted] was Zeroed out and copy sent to homeowner

07.16.2014 Approx: 5:00 PM [redacted] arrived at property and replaced broken skimmer weir door, reset light with a new wedge and cleaned stain that was on surface near light.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Although the invoice was zeroed out, the explanation of their file does not accurately represent the facts. I do not yell, never have as I too am in the customer service field. When I am charged for a new light install, who is to say it was an exisitng problem when it was never documented at the time of the install and it was the "stripped screw" per the invoice.

The issue has been resolved with the change in the light and rust removal from the pool.

fact #2: they keep stating that they sent me an invoice and I have never received, that is why I was shocked to get a call on the 4th of July stating I have an outstanding invoice.

Fact #3: they are missing about 10 calls that I have called and left messages for someone to call me. Even if [redacted] was out of town, a courtesey call would have been nice.

This is no longer a dispute, just wanted the facts to be crystal clear as it has never been from the beginning of the contract.

Regards,