Woods Security Service

In response to this complaint, our General Manager has met with Mr [redacted] in regards to his issues and Mr [redacted] is satisfied with outcome and will be removing his complaint.If you have any questions, please contact me at [redacted] or [redacted] .Respectfully,Tracy S [redacted] Office ManagerPrecision Pools & Spas

Revdex.com: 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 Better Business Burea/Tracy S [redacted] :It's good to know that you acknowledge and validate our complaints as customersBut I have a few things I would like to point outFirst, you say that "leaks aren't always easy to find, and there's a process of elimination that you go through in order to find them." If that were the case, why did the process of "finding the leak" not began until after three weeks? The only time you investigated the source was after you got this complaint through Revdex.comWe did not get any calls from your company letting us know about the plumber not showing upWe were left to wonder if our complaints were even being taken seriously by your companyAlso, I don't know how you came up with the idea that the pool was completed as indicated to usMiss Tracy, I have in my hands right now, the original construction agreement signed by me, MrJonathan [redacted] , and your Salesperson/Pool Designer, Todd L***, that clearly indicates that the "Pool is to be completed working days from excavationIt is now working days past excavationI just wanted to point those things out so that we are clear on thingsLike I said, it's good to know you validate our frustrationsBut let's be more accurate with the information we let out.Sincerely, [redacted] Regards,

To Whom It May Concern:Mrs [redacted] 's response is acceptable We will keep her informed of the repair.Thank you,Tracy S [redacted]

[redacted] has been communicating with Mr [redacted] to resolve this issue We will continue to work with Mr [redacted] until it is resolved and Mr [redacted] has stated he will most likely retract his statement

To Whom It May Concern:In reference to the above complaint, Mr& Mrs [redacted] hired an attorney almost a year ago regarding this issue This job is being handled by our attorney No other comments on this issue will be provided.Thank you,Tracy [redacted]

To Whom It May Concern:In response to the above referenced complaint, Mrs [redacted] states there is an electrical issue in their program box The electrician has been to the ***'s more than once and Mrs [redacted] didn't keep the scheduled appointmentsIn fact, the last time our electrician was scheduled to meet with Mrs***, she left and told the electrician that he could go through the house because they had lost the key to the gate He knocked on the door and the housekeeper wouldn't answer He waiting for about minutes for Mrs [redacted] to return and she never cam back There was a problem with one of the lights, which was replaced by the [redacted] He also inspected their equipment and found no issuesIn regards to her "Cool Deck", we have re-topped her deck twice First time because it rained and the topping was spotty, second time was a courtesy The ***'s have several animals including dogs, a pot belly pig and a giant tortoise The decking topping is chipping due to misuse and isn't a warranty issue.As for the pressure of her filter, the main reason pressure goes up is because the filter is dirty It is up to the homeowner to maintain their pool properly Also, the ***'s have a very large pool, perimeter feet with square feet of surface area, depending how long they run their pool and how well it's maintained, could result in a much higher electric billAgain, it is the homeowner's responsibility to maintain their poolThis complaint is unwarranted due to the fact we have made every attempt to resolve their electrical issue and the ***'s were no show's for appointments A defective light was replaced and no issues were found with their equipment I've also attached photos of their pool shortly after completion showing the misuse and lack of maintenanceAlso, Precision Pools & Spas re-topped the deck once due to a warranty issue and a second time as a courtesy We request, this complaint be removed from our record.If you have any questions or require additional information, please contact me.Respectfully,Tracy S [redacted] Office ManagerPrecision Pools & Spas

To Whom It May Concern:In response to the above complaint, a complain about the waterfall was received August 4th, A work order to the tile & coping crew was submitted that day and re-submitted more times afterwards Unfortunately, it did take longer than anticipated to repair the leaking waterfall Summer is the busiest time of the year and repairs sometimes take longer to do and repairs Repairs are done in order they are received and as quickly as possible The [redacted] 's repair wasn't forgotten and we continued to stay in contact with the sub-contractor until the repairs were made The waterfall was repaired Sept4thWe did follow through with our contractual obligation for product guarantees/warranties Therefore, we request this complaint be removed from our record.If you have any questions, please contact me at 281-207-or 281-265-2774.Respectfully,Tracy S [redacted] Office ManagerPrecision Pools & Spas

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. I emailed you on 08/with these complaints and got no response. It's sad to say I had to file a complaint with the Revdex.com to receive communication from someone regarding my issues. When the waterfall has been repaired and confirmation that it does not leak has been made, I will remove the complaint.
Regards,

To Whom It May Concern:In response to the above rejection, first, the deck repair has been scheduled. However, once again, the rain and Thanksgiving holiday caused delaysThe deck was repaired yesterday, but they need to go back to make further adjustments. In regards to the scuppers, our superintendent was there and the scuppers need a plumbing repair. The plumber is going tomorrow to make the repairs. The homeowner is aware of these repairs.We are addressing and repairing their issues and feel this complaint is unwarranted. Please remove from our record.Sincerely,Tracy S*Office Manager

In response to this complaint, the repairs have finally been completed. We honor our warranties and contractual obligations. Unfortunately, the all the rain this year has had construction and warranty backed up for the past month or so. They are getting caught up. Our
intention along has been to make the repairs; it just took longer than anticipated

To Whom it May Concern:First, we'd like to respond to her complaints concerning the tile & coping, scuppers not working properly and the leak Mrs***'s complaints to these are legitimate All items still need to be repaired However, before making repairs to the tile
& coping, we need to repair the leak Leaks aren't always easy to find, so there is a process of elimination that we go through in order to find leaks Unfortunately, the plumber that was scheduled to find the leak didn't show, so we do have another plumber that will be performing the work We are sorry for the inconvenience this has caused for the *** family Once the leak is found and the repairs are completed, we will repair the tile & coping issues Hopefully, these repairs should solve the scupper issues If not, we will make the necessary repairs/adjustments. We'd also like to acknowledge the fact the ***'s have been waiting an unusual amount of time to have the warranty repair work performed and we sincerely apologize It is NOT standard business practice to keep a homeowner waiting, especially when a possible leak is involved Which is why we have hired another plumber to perform the work We will make all necessary repairs in a timely fashion We will follow up with the homeowner, as well as the Revdex.com, with a time line of the repairs.Secondly, in regards to the time it has taken to complete their pool project Per our contract, a pool is deemed complete once it has been plastered and is full of water It took days from excavation to plaster to complete the ***'s pool (this doesn't include the rain days in August or beginning of September) We did completed the pool in the time frame that was set forth to the ***'s The construction process was completed per our contract The warranty items are a separate issue and it was acknowledge in the previous paragraphs. Again, we will be contacting the homeowner with an update, as well as the Revdex.com, and the repairs will be done in a timely fashion.Sincerely,Tracy S*Office Manager

To Whom It May Concern:We are updating the Revdex.com in regards to the above complaint.Our general manager, *** ***, spoke to *** *** on Friday morning. They discussed the repairs already in progress, as well as the other issues. *** *** agreed to call back later that day to let *** *** know if she was happy with the repairs. She didn't call. *** *** has made several attempts over the past few days to reach *** *** and she hasn't responded.We are continuing with the overflow drain repair and are actively trying to contact the homeowner. ** *** *** *** *** ** *** *** *** *** *** ** ** *** ** *** ***
Sincerely,*** ***

To Whom It May Concern:In response to the above referenced complaint; first, we'd like to address the amount of time it has taken for the repairs. We were waiting until the end of the season to address the plaster issue. This was done to allow the homeowner full use of their pool
during the summer. The tile & coping was installed by a sub-contractor that no longer works for Precision Pools & Spas, therefore, we had to hire another sub-contractor and work with their schedule to perform the repairs. We regret the length of time it has taken to address their concerns and apologize for the delays. To date, the plaster issue has been resolved. The plaster was stained due to improper chemical balance. We have paid for an acid wash of the plaster (see attached) to resolve the issue. The coping has been replaced, but the scuppers still need to be adjusted. We are working in conjunction with the homeowner and the sub-contractor to schedule these repairs.We will continue to work with the homeowner in resolving any outstanding issues and make all necessary repairs per our contract and warranties. Thank you,Tracy ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I was never informed of the issue by the company, they simply continued the project and it resulted in a straight line as seen in the attached pictureThere is nothing that can be done at this time to change the shape of the pool but a water slide would at least make it less noticeable and compensate for the damage
Regards,
*** ***

Precision pools has taken 100% of my money but has not completed the projectThere are jets missing, waterfall not working, mastic missing, and training has not been doneThey schedule a time for work and do not show up or callThey will not respond to questions or concerns.In response to Mr
Robbins complaint, per our contract completion is when the pool is plastered and full of waterThe items that MrRobbins is stating are missing aren't installed in the pool immediately after plasterWe wait 7-days to install fittings, etcThis is done just in case there is debris in the return lines to allow the plaster curing time, so that dirt/debris doesn't damage the plaster. Also, mastic is the last item that is installed. Mastic is a rubbery type caulk that goes between the coping and the decking. Because the substance can be easily messed up, the homeowner is unable to use the pool for a day, so we wait to allow the homeowner time to use their pool. The mastic was scheduled to be installed today.As for the training, there was a tentative date set, but the homeowner had not be contacted to set up an actual time. However, the homeowner could see the scheduled date through his scheduling portal. Unfortunately, this was an error on our part and we apologized for our mistake in the schedule. The training took place the very next day. Also, MrRobbins contacted our office that same day and was in communication with our General Manager, *** Vaudagna who addressed his concerns immediately and sought to it that he was taken care of. His statement that we didn't respond is inaccurate.The scupper (waterfall) is scheduled for repair on Friday the 30th of October. It isn't unusual for water features such as waterfalls, scuppers, rain falls, etcto have leaks or need adjustments. Because, the pool isn't filled with water and circulating while these items are constructed, it's impossible to know before hand. Therefore, repairs are made after completion and after the plaster has had time to cure. These items are warranty items and are done as timely as possibleMrRobbins pool is complete and we are having the warranty item repaired. Therefore, this complaint is invalid and request that it be removed from our record.Sincerely,*** Szalczer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10872663, and find that this resolution would be satisfactory to me

To Whom It May Concern:In response to the above referenced complaint; we are aware of our mistake and we are working in conjunction with the homeowner to resolve the issue. The error will be corrected.Sincerely,Tracy SzalczerOffice Manager

In response to MrRobbins rejection, first, the missed appointment was our fault, as previously stated There was a scheduling error My prior response to the missed appointment was inaccurate due to misinformationThere was an appointment scheduled and the appointment was missed due to our error We sincerely apologize for the inconvenience.
Secondly, MrRobbins has received training, the wall fittings have been installed, and the mastic installed The tile & coping crew did return to repair the scuppers, however, the scuppers still aren't working properly We have been in contact with the sub-contractor and they will be returning to make further corrections to the scuppersWe are communicating with the homeowner in regards to these repairs
Please note, the statements made in our prior response were not to defend or argue, but simply to point out when certain items and/or stages of construction were done The fittings nor mastic weren't done because we missed them, they are done after the pool has been plastered and is full of water
Respectfully,
*** Szalczer
Office Manager

In response to the above referenced
complaint, per our contract Mr*** does have a lifetime warranty for
the structure of his pool. There was some miscommunication when Mr
*** first called regarding the cracks; however, they have since been
resolved and a work order has been
placed with the company that
installed the Gunite (structure) for his poolUnfortunately,
this is the busiest time of the year and the company hasn't had an
anyone available to go inspect the cracks. Inspections of this nature
are performed accordingly to extent of damage and if the pool is loosing
water. At this time, Mr*** hasn't stated the pool is loosing an
unusual amount of water. We are in constant communication with the
Gunite company and are hoping to have his inspection scheduled soon. We
feel this complaint in unwarranted due to the fact Precision Pools
& Spas is honoring his warranty and if the cracks are structural;
they will be repaired. We ask that this complaint be removed from our
record.If you have any questions or require additional information, please contact me at 281-207-or 281-265-2774.Respectfully,Tracy ***Office ManagerPrecision Pools & Spas

To Whom It May Concern:In response to the above referenced complaint, the [redacted] first statement is that we totally messed up their cool deck.  When the mastic was installed, someone walked through it and got small amounts of the mastic on the deck topping.  We did send a crew to clean...

off the mastic, but there were still some residue that needed to be cleaned.  The rest of the mastic was cleaned off on Tuesday, March 8th.  The areas on the deck topping where the mastic was cleaned off needed to be touched up.  This wasn't done until this morning, Friday March 11th due to all the rain.  I have attached photos of the decking before and after as well as a photo showing the touch up of the deck topping.They also stated that they have mud backing up into their pool from the overflow drain.  I have attached a photo of their pool taken this morning March 11, 2016.  The pool water is clear and there isn't any mud present.  Thirdly, overflow drains are installed as a courtesy and the drain is ran to the outside of the decking.  The overflow drains are only extended if it is stated in the contract. Extending the overflow drain wasn't included in the [redacted] contract (also attached).  However, as a courtesy we were already working on extending the overflow drain.  It is expected to be completed this coming week.This complaint is unfounded and unwarranted.  We had responded to the homeowner concerning their issues and had already repaired two issues before this complaint was received.  The overflow drain being ran out to the street wasn't in their contract plus as a courtesy we already had a crew scheduled to extend the overflow drain. We respectfully request this complaint to be removed from our record.Sincerely,[redacted]Office Manager