Wilkes Pool and Spas Services, LLC

October 12, Dear Sir/Madam:I am responding to Aqua Vantage Pools & Spas' letter of August 12, to you explaining their reasoning for charging us $additional for the repairs to our swimming pool.We have been a loyal customer of [redacted] Pools Montoursville for yearsThey have done work to our pool in the past and we have been very happy with themWhen we noticed our liner had slipped off the track this past spring we called [redacted] Pools Montoursville for a quoteOn May 30, Rich came to our home, looked at the problem and quoted us $237.42, which we paid in full on this date.On June 18, I stayed home from work because I was advised by the gentleman coming that day that he may need boiling waterWhen he arrived he looked at the pool, dug around the outside and told me that he could not fix the pool todayAfter discussing the problem that Rich did not notice on May 30, 2014, we decided the best option would be to replace the linerI went to [redacted] Pools Montoursville to purchase the materials we needed to replace our linerRich waited on me that day and told me that he had a liner in the back that he would sell to me at a discountThe box was in terrible condition so I asked Rich how old the liner wasRich said it was one (1) year old(After telling my husband this, he checked the box and discovered that the liner was eight (8)years old)Rich calculated the cost of the material and labor to complete the replacement of our linerRich requested $(which I paid in full on this date) in addition to the $237,that we already paidRich calculated that the final payment would be $(which we paid when the work was completed)I was concerned about hidden costs that we may be billed for later and specifically asked Rich if we would owe anything elseRich advised me that this would cover everything and that there would be no additional fees.On June 19, we decided to replace the skimmer as well [redacted] from [redacted] Pools Montoursville said he would pick up the skimmer and bring it to our homeWhen [redacted] arrived he gave me an invoice for $(which I paid on this date)We were never advised that [redacted] had to return the skimmer he picked up, nor that he got a different oneWe were never given an invoice for an additional amountWe cannot understand how Aqua Vantage Pools & Spas can say that the skimmer that was installed was the more expensive skimmer since they have never come to our home to look at the skimmer or the work that was performed.Rich from [redacted] Pools Montoursville figured out how much we owed, when we owed it and we paid those amounts timelyWe have no idea how Aqua Vantage Pools & Spas can tell us we owe additional monies when they were never involved in the inspection of the pool, billing for the charges or completion of the workWe also feel that if for some reason Aqua Vantage Pools & Spas feels people from [redacted] Pool Montoursville undercharged us it is not our responsibility.People never receive a bill from any corporate office after they make a purchase requesting additional monies because they feel one of their representatives made a mistakeWe feel this is what Aqua Vanges Pools & Spas is doingWe also feel that we paid what we owed and that [redacted] Pools Montoursville would know what we owed better than Aqua Vantage Pools & Spas since they are the company that prepared the invoices, supplied the materials, and performed the work.We have not expressed our concerns about the liner being eight (8) years old instead of one (1) as I was toldThe warranty that comes with the liner is either or yearsThe percentage rate for replacing an to year old liner is 50%Perhaps we should be reimbursed 50% of what we paid for the liner because Rich was not truthful about the liner's age50% of of the cost of what we paid for the liner ($418.99) is $Would Aqua Vantage Pools & Spas be willing to reimburse us that amount to rectify us not being told the truth about the liner's age?Sincerely,

April 11, 2016Dear *** ***,In regards to the complaint filed against us, ID# ***, by *** *** of Danville, PA, we would like to offer the following explanation of what occurred.Our service tech did go to the *** home on 1/14/on a service call to investigate a leaking
spaTo determine where the leak was, the spa would have to be drained, pulled out and then set up on blocks so that the plumbing under the spa could be inspectedThe spa owner refused to allow us to do thisWe do not carry a receptacle to put drained water in but we do carry a dry garden hose for the purpose of filling the spa from the homeowner's faucet.It was impossible, at that point, to give an estimate for labor because we did not know what was leaking or where the leak was, so we had no idea what parts and labor the repair would entail.We do not charge for “estimates' as the customer is inferringWhat we do charge for is a "service call” at the cost of $80.00, plus $per hour for any laborCustomers are informed of this at the time the appointment is madeAn estimate for repairs was never mentioned when the appointment was set.Therefore, the customer was billed for the $service call plus sales taxIn good faith, we put it on account instead of collecting payment immediatelyWhen such sales receipts are not paid within days our bookkeeping department does add interest and send out a monthly statement.I don't believe there is any fault on our end of this dealI am enclosing a copy of the sales receipt and the monthly billing statementPlease advise.Sincerely;Ron O.Service Manager

August 12, 2014To whom it may concern:The original contract for $to repair the liner, needed additional work performed and could not be completedWe only charged for a service call of $for this workUpon performing the installation of the new liner for $1120.11, ***
*** purchased a new skimmer from the storeA larger skimmer was needed and installed and there was a difference of $for the larger skimmer.Payments and charges are listed below and you can see the difference was $180.69, which was billed to *** ***I personally believe there was not a breakdown of the charges and payments for *** *** and it confused herI hope this will clear up the matter.Original contract $(5/31) Work couldn’t be done needed more workPayment of $was credited toward liner replacementOnly charged for a service call when work couldn't be done$Skimmer #$$Skimmer #difference $Bill for new liner and installation $$(6/17)
Paid on Completion $(6/30)
Total Charges $Total Paid $Difference not paid $Please do not hesitate to call if you have any more questions about this matterThank you,John B

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,
*** ***

R.JChrist Excavating- Paving has stopped by on Tuesday August 12, and repaired the damage of
holes and volcano's to my drivewayThis will be only a temporary fix to my driveway due to not putting enough tar where the driveway end meets the garageThank-you for your great service!
*** *** *** *** *** ***

homeowner was calling the wrong phone number for follow up repair.once I recieved this complaint I called her right away to inform her of the mistake and we corrected the issue. thank you robert christ

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

October 12, 2014
Dear Sir/Madam:I am responding to Aqua Vantage Pools & Spas' letter of August 12, 2014 to you explaining their reasoning for charging us $180.69 additional for the repairs to our swimming pool.We have been a loyal customer of [redacted] Pools Montoursville for years. They have done work to our pool in the past and we have been very happy with them. When we noticed our liner had slipped off the track this past spring we called [redacted] Pools Montoursville for a quote. On May 30, 2014 Rich came to our home, looked at the problem and quoted us $237.42, which we paid in full on this date.On June 18, 2014 I stayed home from work because I was advised by the gentleman coming that day that he may need boiling water. When he arrived he looked at the pool, dug around the outside and told me that he could not fix the pool today. After discussing the problem that Rich did not notice on May 30, 2014, we decided the best option would be to replace the liner. I went to [redacted] Pools Montoursville to purchase the materials we needed to replace our liner. Rich waited on me that day and told me that he had a liner in the back that he would sell to me at a discount. The box was in terrible condition so I asked Rich how old the liner was. Rich said it was one (1) year old. (After telling my husband this, he checked the box and discovered that the liner was eight (8)years old). Rich calculated the cost of the material and labor to complete the replacement of our liner. Rich requested $560.05 (which I paid in full on this date) in addition to the $237,42 that we already paid. Rich calculated that the final payment would be $242.63 (which we paid when the work was completed). I was concerned about hidden costs that we may be billed for later and specifically asked Rich if we would owe anything else. Rich advised me that this would cover everything and that there would be no additional fees.On June 19, 2014 we decided to replace the skimmer as well. ** from [redacted] Pools Montoursville said he would pick up the skimmer and bring it to our home. When ** arrived he gave me an invoice for $76.27 (which I paid on this date). We were never advised that ** had to return the skimmer he picked up, nor that he got a different one. We were never given an invoice for an additional amount. We cannot understand how Aqua Vantage Pools & Spas can say that the skimmer that was installed was the more expensive skimmer since they have never come to our home to look at the skimmer or the work that was performed.Rich from [redacted] Pools Montoursville figured out how much we owed, when we owed it and we paid those amounts timely. We have no idea how Aqua Vantage Pools & Spas can tell us we owe additional monies when they were never involved in the inspection of the pool, billing for the charges or completion of the work. We also feel that if for some reason Aqua Vantage Pools & Spas feels people from [redacted] Pool Montoursville undercharged us it is not our responsibility.People never receive a bill from any corporate office after they make a purchase requesting additional monies because they feel one of their representatives made a mistake. We feel this is what Aqua Vanges Pools & Spas is doing. We also feel that we paid what we owed and that [redacted] Pools Montoursville would know what we owed better than Aqua Vantage Pools & Spas since they are the company that prepared the invoices, supplied the materials, and performed the work.We have not expressed our concerns about the liner being eight (8) years old instead of one (1) as I was told. The warranty that comes with the liner is either 20 or 25 years. The percentage rate for replacing an 6 to 12 year old liner is 50%. Perhaps we should be reimbursed 50% of what we paid for the liner because Rich was not truthful about the liner's age. 50% of of the cost of what we paid for the liner ($418.99) is $209.50. Would Aqua Vantage Pools & Spas be willing to reimburse us that amount to rectify us not being told the truth about the liner's age?Sincerely,