Initial Business Response / [redacted] (1000, 5, 2016/06/13) */ WOW Pool & Spa installed a liner for the customer in June of The installation resulted in a tear, as stated, and the liner was replaced at no chargeThis was not done in the rain as the customer says it wasLiners require warm, sunny weather to install because of the elasticity needed to stretch over the edge of the poolThe work that was done in the rain was on the cover, which was fixed appropriately and to our knowledge has not had any recurring issues At the time of installation, one of the two spouses was notified that the lip of the liner track was broken underneath the concrete, which caused the liner to pull out of the track every so oftenThe only way to repair the liner lip is to break up the concrete around the pool, replace the lip, and the concrete, which is certainly considered to be a major repair that was estimated to be about $10,in parts and laborOur alternative, more cost efficient recommendation was to pop the liner back into place as the problem occurredIt is a frequent problem with pools to have the liner pull out of the track, and in many cases is not directly related to incorrect installation, as was the case here Being a dog lover, the death of the customer's dog hit me on a personal level, not because I felt responsible for the cause of death, but rather because I feel that I could have prevented it and saved an innocent animal's lifeI had three separate employees beg me on numerous occasions to anonymously call animal control to have these two poor dogs taken care ofThey were chained up to a fence on ridiculously short leashes and were provided two bowls that were consistently empty every time our employees arrivedOut of sympathy for what we saw to be suffering animals, we provided the dogs with water on every trip, which they drank dry immediately every timeOn multiple occasions we cleaned feces off of the dogs' bodies, as they were expected to use the bathroom on the hot concrete where they sat all day without any type of clean upWhen I asked what day the dog passed, the customer could not remember the exact day, but claimed it to be on the "Monday or Tuesday" before Memorial DayThat same Thursday (allegedly two to three days after the dog had died) we left an empty chemical bucket behind at the pool siteThis bucket is used to transport chemicals from the work truck to the pool, and is always washed out with water afterwards, which my employee distinctly remembers doing as he does over a dozen times each dayRegardless, the customer claimed that the empty bucket was laying on its side next to the dead dog, yet the dog had died two to three days earlierThis simply does not add up While I intended to explain to the customer that dehydration and overheating were the more likely causes of death, I gathered from our phone conversation that he was in no mental state to hear such a thingThis customer treated me with such an irreversible disrespect as I was only trying to offer solutions to our problems and misunderstandingsI was given an ultimatum by the customer to offer some sort of compensation to him by the end of the day or he would be pursuing legal actionsIn an attempt to satisfy the customer, I offered roughly $1,in current and future work to be done at no charge and told him that we would be replacing the liner lock as soon as possible, which would help with the liner pulling away from the trackAgain, this was the best alternative solution to a major concrete repair When I next called the customer a few days later to give a generally positive update that we had completed the work we had discussed, I was met with a tirade of slander and uncalled for judgementThe customer claimed that I lied to him and told him we would be replacing the entire liner, a job that while not only would not fix the problem from recurring (something we could never seem to get the customer to understand) but also would not be practical to be done in a matter of a few days (our liners take roughly 10-days to be delivered after the order date)While remaining calm the entirety of the phone call, I endured insane verbal abuse, physical threats, and was even asked how many children I have murderedThis, to me, was all I needed to understand that there was no pleasing this customer and that the existing opinions about our company were locked in place and would remain that way When putting myself in the customer's perspective, I completely understand the frustrations and intolerance with our company, but I in full faith know these frustrations to be misunderstandings rather than truth, something I find myself to be very good at solving with anyone who will open up their ears to me rather than talk over me and interrupt what I have to sayWe service hundreds of customers in the Bloomington/and surrounding areas and have never been met with such disrespect and impatience as we have been by this caseWe are a small family business with an owner running at half speed due to a stroke at the beginning of the summerPaying for a customer's $10,major repair through another company is not only unreasonable, but would put us out of business for goodWith that being said, we respectfully decline the customer's request to pay for the repairs done by another pool company, but wish them satisfactory service in their future pool endeavors elsewhere Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, our dog is gone, nothing will bring him back, that is not the pointAs we had clearly stated the problem is that we are still buying water on a regular basis after our liner has failed twice due to poor workmanshipIt is still in bad shape and we have reached out to other professionals that had informed us that the liner was installed improperlyWith all the negativity and lies from this response, about the way our family takes care of our petsWe had two dogs, one is still fine We are not trying to argue, that will get us no whereWe have continuously tried to work with this company patiently until they went back on their word that they would do the work one more time and due it rightThe liner lip was never mentioned up front until he made his money and then told us of the possibilityIf we can't get the light to shine on the truth, we will work with the Attorney General to get this matter solvedWe wont allow the lies and the blame, our family has been through enough THIS IS NOT ABOUT THE DOG, its about the next persons family and the unwillingness to work with us to make things right
Initial Business Response /* (1000, 5, 2016/06/13) */
WOW Pool & Spa installed a liner for the customer in June of 2015. The installation resulted in a tear, as stated, and the liner was replaced at no charge. This was not done in the rain as the customer says it was. Liners require warm, sunny...
weather to install because of the elasticity needed to stretch over the edge of the pool. The work that was done in the rain was on the cover, which was fixed appropriately and to our knowledge has not had any recurring issues.
At the time of installation, one of the two spouses was notified that the lip of the liner track was broken underneath the concrete, which caused the liner to pull out of the track every so often. The only way to repair the liner lip is to break up the concrete around the pool, replace the lip, and re-do the concrete, which is certainly considered to be a major repair that was estimated to be about $10,000 in parts and labor. Our alternative, more cost efficient recommendation was to pop the liner back into place as the problem occurred. It is a frequent problem with pools to have the liner pull out of the track, and in many cases is not directly related to incorrect installation, as was the case here.
Being a dog lover, the death of the customer's dog hit me on a personal level, not because I felt responsible for the cause of death, but rather because I feel that I could have prevented it and saved an innocent animal's life. I had three separate employees beg me on numerous occasions to anonymously call animal control to have these two poor dogs taken care of. They were chained up to a fence on ridiculously short leashes and were provided two bowls that were consistently empty every time our employees arrived. Out of sympathy for what we saw to be suffering animals, we provided the dogs with water on every trip, which they drank dry immediately every time. On multiple occasions we cleaned feces off of the dogs' bodies, as they were expected to use the bathroom on the hot concrete where they sat all day without any type of clean up. When I asked what day the dog passed, the customer could not remember the exact day, but claimed it to be on the "Monday or Tuesday" before Memorial Day. That same Thursday (allegedly two to three days after the dog had died) we left an empty chemical bucket behind at the pool site. This bucket is used to transport chemicals from the work truck to the pool, and is always washed out with water afterwards, which my employee distinctly remembers doing as he does over a dozen times each day. Regardless, the customer claimed that the empty bucket was laying on its side next to the dead dog, yet the dog had died two to three days earlier. This simply does not add up.
While I intended to explain to the customer that dehydration and overheating were the more likely causes of death, I gathered from our phone conversation that he was in no mental state to hear such a thing. This customer treated me with such an irreversible disrespect as I was only trying to offer solutions to our problems and misunderstandings. I was given an ultimatum by the customer to offer some sort of compensation to him by the end of the day or he would be pursuing legal actions. In an attempt to satisfy the customer, I offered roughly $1,000 in current and future work to be done at no charge and told him that we would be replacing the liner lock as soon as possible, which would help with the liner pulling away from the track. Again, this was the best alternative solution to a major concrete repair.
When I next called the customer a few days later to give a generally positive update that we had completed the work we had discussed, I was met with a tirade of slander and uncalled for judgement. The customer claimed that I lied to him and told him we would be replacing the entire liner, a job that while not only would not fix the problem from recurring (something we could never seem to get the customer to understand) but also would not be practical to be done in a matter of a few days (our liners take roughly 10-14 days to be delivered after the order date). While remaining calm the entirety of the phone call, I endured insane verbal abuse, physical threats, and was even asked how many children I have murdered. This, to me, was all I needed to understand that there was no pleasing this customer and that the existing opinions about our company were locked in place and would remain that way.
When putting myself in the customer's perspective, I completely understand the frustrations and intolerance with our company, but I in full faith know these frustrations to be misunderstandings rather than truth, something I find myself to be very good at solving with anyone who will open up their ears to me rather than talk over me and interrupt what I have to say. We service hundreds of customers in the Bloomington/Normal and surrounding areas and have never been met with such disrespect and impatience as we have been by this case. We are a small family business with an owner running at half speed due to a stroke at the beginning of the summer. Paying for a customer's $10,000 major repair through another company is not only unreasonable, but would put us out of business for good. With that being said, we respectfully decline the customer's request to pay for the repairs done by another pool company, but wish them satisfactory service in their future pool endeavors elsewhere.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, our dog is gone, nothing will bring him back, that is not the point. As we had clearly stated the problem is that we are still buying water on a regular basis after our liner has failed twice due to poor workmanship. It is still in bad shape and we have reached out to other professionals that had informed us that the liner was installed improperly. With all the negativity and lies from this response, about the way our family takes care of our pets. We had two dogs, one is still fine.
We are not trying to argue, that will get us no where. We have continuously tried to work with this company patiently until they went back on their word that they would do the work one more time and due it right. The liner lip was never mentioned up front until he made his money and then told us of the possibility. If we can't get the light to shine on the truth, we will work with the Attorney General to get this matter solved. We wont allow the lies and the blame, our family has been through enough.
THIS IS NOT ABOUT THE DOG, its about the next persons family and the unwillingness to work with us to make things right.
Initial Business Response / [redacted] (1000, 5, 2016/06/13) */ WOW Pool & Spa installed a liner for the customer in June of The installation resulted in a tear, as stated, and the liner was replaced at no chargeThis was not done in the rain as the customer says it wasLiners require warm, sunny weather to install because of the elasticity needed to stretch over the edge of the poolThe work that was done in the rain was on the cover, which was fixed appropriately and to our knowledge has not had any recurring issues At the time of installation, one of the two spouses was notified that the lip of the liner track was broken underneath the concrete, which caused the liner to pull out of the track every so oftenThe only way to repair the liner lip is to break up the concrete around the pool, replace the lip, and the concrete, which is certainly considered to be a major repair that was estimated to be about $10,in parts and laborOur alternative, more cost efficient recommendation was to pop the liner back into place as the problem occurredIt is a frequent problem with pools to have the liner pull out of the track, and in many cases is not directly related to incorrect installation, as was the case here Being a dog lover, the death of the customer's dog hit me on a personal level, not because I felt responsible for the cause of death, but rather because I feel that I could have prevented it and saved an innocent animal's lifeI had three separate employees beg me on numerous occasions to anonymously call animal control to have these two poor dogs taken care ofThey were chained up to a fence on ridiculously short leashes and were provided two bowls that were consistently empty every time our employees arrivedOut of sympathy for what we saw to be suffering animals, we provided the dogs with water on every trip, which they drank dry immediately every timeOn multiple occasions we cleaned feces off of the dogs' bodies, as they were expected to use the bathroom on the hot concrete where they sat all day without any type of clean upWhen I asked what day the dog passed, the customer could not remember the exact day, but claimed it to be on the "Monday or Tuesday" before Memorial DayThat same Thursday (allegedly two to three days after the dog had died) we left an empty chemical bucket behind at the pool siteThis bucket is used to transport chemicals from the work truck to the pool, and is always washed out with water afterwards, which my employee distinctly remembers doing as he does over a dozen times each dayRegardless, the customer claimed that the empty bucket was laying on its side next to the dead dog, yet the dog had died two to three days earlierThis simply does not add up While I intended to explain to the customer that dehydration and overheating were the more likely causes of death, I gathered from our phone conversation that he was in no mental state to hear such a thingThis customer treated me with such an irreversible disrespect as I was only trying to offer solutions to our problems and misunderstandingsI was given an ultimatum by the customer to offer some sort of compensation to him by the end of the day or he would be pursuing legal actionsIn an attempt to satisfy the customer, I offered roughly $1,in current and future work to be done at no charge and told him that we would be replacing the liner lock as soon as possible, which would help with the liner pulling away from the trackAgain, this was the best alternative solution to a major concrete repair When I next called the customer a few days later to give a generally positive update that we had completed the work we had discussed, I was met with a tirade of slander and uncalled for judgementThe customer claimed that I lied to him and told him we would be replacing the entire liner, a job that while not only would not fix the problem from recurring (something we could never seem to get the customer to understand) but also would not be practical to be done in a matter of a few days (our liners take roughly 10-days to be delivered after the order date)While remaining calm the entirety of the phone call, I endured insane verbal abuse, physical threats, and was even asked how many children I have murderedThis, to me, was all I needed to understand that there was no pleasing this customer and that the existing opinions about our company were locked in place and would remain that way When putting myself in the customer's perspective, I completely understand the frustrations and intolerance with our company, but I in full faith know these frustrations to be misunderstandings rather than truth, something I find myself to be very good at solving with anyone who will open up their ears to me rather than talk over me and interrupt what I have to sayWe service hundreds of customers in the Bloomington/and surrounding areas and have never been met with such disrespect and impatience as we have been by this caseWe are a small family business with an owner running at half speed due to a stroke at the beginning of the summerPaying for a customer's $10,major repair through another company is not only unreasonable, but would put us out of business for goodWith that being said, we respectfully decline the customer's request to pay for the repairs done by another pool company, but wish them satisfactory service in their future pool endeavors elsewhere Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, our dog is gone, nothing will bring him back, that is not the pointAs we had clearly stated the problem is that we are still buying water on a regular basis after our liner has failed twice due to poor workmanshipIt is still in bad shape and we have reached out to other professionals that had informed us that the liner was installed improperlyWith all the negativity and lies from this response, about the way our family takes care of our petsWe had two dogs, one is still fine We are not trying to argue, that will get us no whereWe have continuously tried to work with this company patiently until they went back on their word that they would do the work one more time and due it rightThe liner lip was never mentioned up front until he made his money and then told us of the possibilityIf we can't get the light to shine on the truth, we will work with the Attorney General to get this matter solvedWe wont allow the lies and the blame, our family has been through enough THIS IS NOT ABOUT THE DOG, its about the next persons family and the unwillingness to work with us to make things right
Initial Business Response /* (1000, 5, 2016/06/13) */
WOW Pool & Spa installed a liner for the customer in June of 2015. The installation resulted in a tear, as stated, and the liner was replaced at no charge. This was not done in the rain as the customer says it was. Liners require warm, sunny...
weather to install because of the elasticity needed to stretch over the edge of the pool. The work that was done in the rain was on the cover, which was fixed appropriately and to our knowledge has not had any recurring issues.
At the time of installation, one of the two spouses was notified that the lip of the liner track was broken underneath the concrete, which caused the liner to pull out of the track every so often. The only way to repair the liner lip is to break up the concrete around the pool, replace the lip, and re-do the concrete, which is certainly considered to be a major repair that was estimated to be about $10,000 in parts and labor. Our alternative, more cost efficient recommendation was to pop the liner back into place as the problem occurred. It is a frequent problem with pools to have the liner pull out of the track, and in many cases is not directly related to incorrect installation, as was the case here.
Being a dog lover, the death of the customer's dog hit me on a personal level, not because I felt responsible for the cause of death, but rather because I feel that I could have prevented it and saved an innocent animal's life. I had three separate employees beg me on numerous occasions to anonymously call animal control to have these two poor dogs taken care of. They were chained up to a fence on ridiculously short leashes and were provided two bowls that were consistently empty every time our employees arrived. Out of sympathy for what we saw to be suffering animals, we provided the dogs with water on every trip, which they drank dry immediately every time. On multiple occasions we cleaned feces off of the dogs' bodies, as they were expected to use the bathroom on the hot concrete where they sat all day without any type of clean up. When I asked what day the dog passed, the customer could not remember the exact day, but claimed it to be on the "Monday or Tuesday" before Memorial Day. That same Thursday (allegedly two to three days after the dog had died) we left an empty chemical bucket behind at the pool site. This bucket is used to transport chemicals from the work truck to the pool, and is always washed out with water afterwards, which my employee distinctly remembers doing as he does over a dozen times each day. Regardless, the customer claimed that the empty bucket was laying on its side next to the dead dog, yet the dog had died two to three days earlier. This simply does not add up.
While I intended to explain to the customer that dehydration and overheating were the more likely causes of death, I gathered from our phone conversation that he was in no mental state to hear such a thing. This customer treated me with such an irreversible disrespect as I was only trying to offer solutions to our problems and misunderstandings. I was given an ultimatum by the customer to offer some sort of compensation to him by the end of the day or he would be pursuing legal actions. In an attempt to satisfy the customer, I offered roughly $1,000 in current and future work to be done at no charge and told him that we would be replacing the liner lock as soon as possible, which would help with the liner pulling away from the track. Again, this was the best alternative solution to a major concrete repair.
When I next called the customer a few days later to give a generally positive update that we had completed the work we had discussed, I was met with a tirade of slander and uncalled for judgement. The customer claimed that I lied to him and told him we would be replacing the entire liner, a job that while not only would not fix the problem from recurring (something we could never seem to get the customer to understand) but also would not be practical to be done in a matter of a few days (our liners take roughly 10-14 days to be delivered after the order date). While remaining calm the entirety of the phone call, I endured insane verbal abuse, physical threats, and was even asked how many children I have murdered. This, to me, was all I needed to understand that there was no pleasing this customer and that the existing opinions about our company were locked in place and would remain that way.
When putting myself in the customer's perspective, I completely understand the frustrations and intolerance with our company, but I in full faith know these frustrations to be misunderstandings rather than truth, something I find myself to be very good at solving with anyone who will open up their ears to me rather than talk over me and interrupt what I have to say. We service hundreds of customers in the Bloomington/Normal and surrounding areas and have never been met with such disrespect and impatience as we have been by this case. We are a small family business with an owner running at half speed due to a stroke at the beginning of the summer. Paying for a customer's $10,000 major repair through another company is not only unreasonable, but would put us out of business for good. With that being said, we respectfully decline the customer's request to pay for the repairs done by another pool company, but wish them satisfactory service in their future pool endeavors elsewhere.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, our dog is gone, nothing will bring him back, that is not the point. As we had clearly stated the problem is that we are still buying water on a regular basis after our liner has failed twice due to poor workmanship. It is still in bad shape and we have reached out to other professionals that had informed us that the liner was installed improperly. With all the negativity and lies from this response, about the way our family takes care of our pets. We had two dogs, one is still fine.
We are not trying to argue, that will get us no where. We have continuously tried to work with this company patiently until they went back on their word that they would do the work one more time and due it right. The liner lip was never mentioned up front until he made his money and then told us of the possibility. If we can't get the light to shine on the truth, we will work with the Attorney General to get this matter solved. We wont allow the lies and the blame, our family has been through enough.
THIS IS NOT ABOUT THE DOG, its about the next persons family and the unwillingness to work with us to make things right.