Wildwood Aquatech Pools, Inc. Reviews (3)
Initial Business Response /* (1000, 10, 2015/09/15) */
To Whom It May Concern:
We are writing today in response to the complaint filed by our customer, *** ***,
regarding a swimming pool we were contracted to build for him
While Mr*** is correct that the pool construction time was
over what was stated on
the contract, there were a number of extenuating circumstances--many unforeseen and
beyond our control
The contract was signed on 04/13/and the permits picked up on 04/10/The contract
states a "working days" completion timeThis equates to weeksThe pool was dug
on 04/14/and plastered on 07/17/If we include filling the pool and starting up the
equipment--both on the day following plaster--that gives us a completion date of 07/18/15,
a total of working days excluding the July 4th holidayAdmittedly, there were some
outstanding items at that time, but the pool has been usable since then
We were initially held up when the soils engineer's testing after excavation revealed issues
which needed to be addressedThis caused several weeks of delaysBy the time things
were resolved, our plumber had gone rogue--postponing our schedule for rough plumbing
and electrical and using poorly trained employees on a complex job, causing numerous
problems and even more delaysWhen we told Mr*** they would be on the job site,
it was because that was what we were being toldKeep in mind, we have used this
subcontractor for years and prior to this, he was completely professional and reliable
In addition to our plumbing sub wreaking havoc, our decking contractor lost his cell phone
and we were unable to get in contact with him for quite awhile, causing even more delays
Furthermore, this year marked the first significant increase in pool construction following the
economic crash years agoAs a result, many of the available subs have been unprepared
to handle the dramatic increase and scheduling has become a nightmare
We've been building pools for almost years and have built a reputation on successfully
completing hundreds of complex pools like Mr***'sUnfortunately, on this particular
job, we seemed to have encountered more than our share of problems and delays
I am truly sorry for disappointing Mr*** and leaving him with a negative impression of
Wildwood and of me personallyIf I could go back and do it more smoothly, I most certainly
wouldSince that's not possible, I would like to give Mr*** a one year extension of
the warranty on his pool equipment as an offering of good willThis additional warranty
could potentially save him thousands of dollarsI understand this won't erase his
frustrations with us, but I do hope it will at least help restore some of his faith in Wildwood
When things don't go as planned on a project, we are also frustrated along with the
homeownerHowever, construction is not an exact scienceDelays happen even when
we've done our best to mitigate themThe bottom line is the *** pool is beautiful--a
project both the homeowner and I can be proud ofI do hope Mr*** accepts my
sincere apologies for the delays and his troubles
Initial Consumer Rebuttal /* (3000, 12, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This letter only addresses my first complaintI added updates to the file and those have not been addressed by Wildwood
Final Business Response /* (1000, 15, 2015/10/14) */
I apologize for not officially responding to Mr*** subsequent complaints, but I hadn't received notice of themAs I stated along with our last response, we had been communicating directly with Mr*** in an effort to resolve the outstanding issues
I have confirmed that the pool is now complete and Mr***' concerns regarding issues with the pool and lien releases from our subs have been taken care ofThe pool has also passed final inspection
As a result, Mr*** has paid us in full for the project
If you have any questions, please let me know
*** L*** - Accounting
Initial Business Response /* (1000, 5, 2016/04/28) */
Wildwood Pools built Mr. [redacted]'s pool in 2006 and Wildwood Pools started servicing his pool April 10, 2013.
Wildwood has never lied or cheated any of our customers as we have had a great reputation for over 40 years.
If the customer was...
unhappy for 8 months, why didn't he speak to Wildwood Pools or find another service company, as in one of his emails he stated the pool was fine four weeks prior.
Customer was in the habit of not unlocking his gate on our scheduled day and had to schedule our serviceman to make another visit as we have our routes synchronized.
Our serviceman also found the pool in service mode many times which would prevent the system to run and not filter properly.
[redacted].[redacted], owner of Wildwood Pools, sent one of his pool technicians to check on the pool and chemicals and his findings were they were balanced.
Our serviceman stated that Mr. [redacted] cleaned his own pool filters and also kept chemicals on site, as Mr. [redacted] is blaming us for acid spills but we cannot say we caused them.
We gave Mr. [redacted] a company to call to repair his tiled spillway several years ago as his tile warranty had expired after one year and Mr. [redacted] has yet to repair his tiled spillway.
The rust behind the tile is non-warranty as the pool is over 6 years old and warrantied for one year.
Because Mr. [redacted] is unhappy with our service, we have offered him a one month credit on his monthly service and referred him to another pool cleaning service company. We feel we do not owe Mr. [redacted] an apology as we have never lied and never would intentionally neglect any part of our company.
We hope to work with Mr. [redacted] to resolve all of his issues as we at Wildwood strive to always make sure the customer is happy and satisfied.
We are more than willing to work with Midori and Dace to resolve any outstanding issues with their project. During the week of July 24th, Howard Jessing, my assistant, called to schedule a meeting with the homeowners at their residence in order to discuss their issues further. They mentioned...
to him they would be going on vacation and also that they would prefer I called them myself. On July 27th, I left them a message and on August 15th, I left them another. I also sent an email on July 12th asking to meet them on site. And, on 08/03/17, we emailed a credit change order to the homeowners for the electrical plus an additional amount which paid off the balance on their pool. It is possible they are still on vacation, which may be why we have not heard back from them. I will wait to hear from them, so we can meet to discuss the issues and get them resolved. Regards, Greg Kearns