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Westlake Pool and Spa, LLC

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Reviews Westlake Pool and Spa, LLC

Westlake Pool and Spa, LLC Reviews (4)

I am perplexed on how to proceed further. We have over $4,000 worth of equipment on her property, and a balance due. From our end, we have only tried to resolve the situation. As I believe our email responses have shown. We have treated her with respect, and care for her concerns on the job. We aren’t sure of her non-working equipment because she hasn’t complied with a date when we could return to the property. This is a first, to be accused of possible discrimination. We do not judge a customer on sex, color, religion or creed. There was no upselling. She did agree to all the equipment installed. As she did attempt to pay the deposit for additional equipment. The technician on the job has over 15yrs experience, and installed new equipment many times over. Please Email or Call with any questions. Thank you for your business. Best, [redacted] Westlake Pool and Spa, LLC. [redacted]

RE:  Complaint #: [redacted] Dear [redacted], Thank you for your note.  We have been diligently thru email responses, been trying to resolve, and complete this job for you prior to you contacting the Revdex.com on February 15, 2016. We have stated in previous emails, we are not asking you to pay for work not completed, only to pay once the job is completed. The completion of your job should take only 2-3 hours’ time.  The last items we need to install is the spa blower, the pool light breaker, and re-route a plumbing connection to allow for the spa to stay full, and install a check valve, if needed.  You do need the spa blower, to get the correct pressure and flow to your spa jets when the spa is in operation.  You are not being charged twice for this item.  It was in the original estimate you signed for.  The spa blower did need replacement because it was not pushing air, the seals were blown out.  When the spa blower was in operation, the loudness of the motor was indication the bearing were going, which does require replacement. We did review all your equipment together on December 3, 2015.  We also had discussed since your pool was not either operational for 3+ years, or not taken care of; as well as being over 15 years old, there could be or would be unforeseen items needing further repair. In regards to the spa draining, since the pool was un-operational for over 3 years, there could be more underground issues with the plumbing.  Or it could be as simple as a valve needing adjustment.  We just need the chance to be on site to see the system to repair/diagnosis. Unfortunately we (yourself and myself) were both not present when my techs were on the job site, February 12, 2016.  Since you or I weren’t present on February 12, 2016, it is hard to say the actual events that occurred.  This is why I had offered to meet you on February 16, 2016, at 10:00AM, and never received a response.  It isn’t, and wouldn’t be our policy to demand payment whether a job was working or not. Our policy states in the estimate, as well as invoices, final payment is due upon completion of the job, and customer satisfaction. With being a native Texan, and believing in supporting local businesses, our parts are all bought through a local supplier. We appreciate the pictures, yet our pricing cannot be compared with internet pricing.  Pricing on the internet is wholesale, the part can be refurbished, or not come with the same manufacturer warranty.  The MRSP listed on the internet parts you provided, are regularly priced higher, if not the same as you were charged. With all the parts except the blower being onsite for over a month, they cannot be returned to the manufacturer, or sold as new.  Therefore, we cannot remove what has already been installed. At the end of the day, while there may have been challenges with your job, we still want you to walk away being able to enjoy your pool as soon as possible. Our offer is as follows: To meet onsite Thursday, March 24, 2016 @ 1pm.  I will be accompanying one of my repair techs.  We will complete the remaining items above on March 24, 2016.  We need to complete the job we started. We ask you stay onsite until the job is complete, so we are able to show you your system, and the operation.  Also for us to review the final invoice, and receive final payment. Please let us know if this date and time will work for you. Or please suggest a date and time which meets your schedule.  Please know we cannot start the work after 3:00pm, and be able to finish or complete the work on the same day. We appreciate you getting back to us promptly.  As we too, want you to enjoy your pool with your family. Best, [redacted]

Claim ID: [redacted] Dear [redacted], Thank you for your email. When initially contacted to evaluate your pool equipment; you had stated the pool had been neglected and not maintained for over a 3 year period of time. During the assessment of your equipment, we reviewed together; all components of...

your pool equipment.  As you acknowledged, your pumps, electrical, plumbing were not in good working condition.  With this, we provided an Estimate, with the understanding of additional work or replacement of equipment may be required upon further diagnosis of your equipment during the repair.  It is not our policy to repair or replace any equipment without customer knowledge, or approval. At the time of agreement of additional or upgraded equipment, we did review all additional charges.      We received (2) payments of 50% of materials, which is per the Estimate agreement; payment terms and conditions. In respect to the spa check valves, these were replacement to the ones you initially had.  The original ones had broken handles, and did not work properly.  Regarding the spa blower; during the initial assessment of the equipment, the spa blower would turn on, briefly run for 1-2 minutes, and then shut off, and trip the breaker.  The spa blower was not in good working condition, and was in the original estimate to replace.  There has been no additional charge for replacing the spa blower, except listed in the original estimate to replace. The Pool Heater, does work.  At this time, we have not had an opportunity to make any adjustments in the plumbing valves. Regarding the appointment set with you for 3pm on Friday, February 12th, two repair techs were sent to complete the job, and review your concerns.  It’s unfortunate, as we thought since you had requested this time and day, you would be present for this appointment.  Per my repair techs, a resident of the property asked my techs to leave the job due to asking for final payment once the job was completed. As stated in many emails, prior to contacting the Revdex.com, we were and still are more than willing to set up a time to complete the installation, and review all equipment with you. This process should only take a few hours.  In turn, we look forward to our final payment.  Mornings or early afternoons are easier, should any additional parts be needed, so the job can be completed the same day of the meeting. We apologize for any misunderstanding or miscommunication regarding your repair, our policies and payment terms.  We look forward to a quick resolution and your response. Best, [redacted] Westlake Pool and Spa, LLC. Please Email or Call with any questions. Thank you for your business. Best, [redacted] Westlake Pool and Spa, LLC. [redacted] This electronic communication (including any attached document) may contain privileged and/or confidential information. This communication is intended only for the use of indicated e-mail addresses. If you are not an intended recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited. If you receive this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and any attached document

Complaint: [redacted]
I am rejecting this response because:
I went to add all this info to my dispute only to see it says it has been resolved which it has not been. I have put together pictures, ALL the email correspondence, all invoices, all payments made and my offer to close this matter. I will have to have another pool company come to fix what is not working. You can see the picture of the way the pool looks including the drained spa which wasn’t supposed to happen anymore since it didn’t always happen. When they came out the last time the two guys yelled at my partner when she questioned paying if it wasn’t working which they were very forceful about. I’m sorry but paying for something that isn’t fully functioning is not a good business practice. When she told them we would pay only if it was working they said they would just leave because we needed to pay whether it worked or not. That is not the type of company I want to do business with.   [redacted]   Please let me know if they agree to my offer. I really don’t want to have to get my lawyer involved. That is why I started with the Revdex.com. Thank you so much for your help.   Sincerely, [redacted]   Promise only what you can deliver.  Then deliver more than you promise.  ~Author Unknown
Regards,
[redacted]

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