Y.E.S. Contractors

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response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
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[redacted]

We have met with the owner & come to an agreement & work has resumed in a timely process. Thank you for all your help. Please let me know if there is anything else for us to do on our end 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We received the request for installation of [redacted] pool table on 10/3/16, and our installers, James and John, completed the install on 10/11/16. It was not until 12/18/16 that the customer reached out to [redacted], expressing the issues that she was experiencing with her pool...

table. While we deeply understand that her husband was unable to play with the pool table due to his recovery, this does not ensure other events that could potentially damage the pool table did not occur, such as moving the table, other parties using it, or inadequate room climate conditions.We spoke with [redacted] over the phone and ascertained all of her issues. She explained that there were bumps along the seams of the slate causing the ball not to roll properly and she mentioned beeswax seeping out from in-between the slates. We advised her that there would be a $75 service charge due to the fact it had been 2 months since the initial installation. [redacted] had agreed to pay this service fee for the customer, so we set up an appointment for John to return to the customer’s home on 1/6/17 to repair the table. At the time of installation, [redacted] asked our installers to place moving coasters on the bottom of her table, which she referred to as rug protectors. Our installers heavily advised against moving the table and refused to put the coasters on, due to the fact moving the table can ruin the installation and destroy the table. When the customer asked our installers to move the chair she referred to in her complaint, they utilized the coasters by putting them on the four legs of the chair. When our installers left the customer’s home, the moving coasters were on the chair legs, and there were no moving coasters on the pool table. When she scheduled her repair, she requested a different crew to return to her home. She complimented the demeanor of our employees, but said she would like to prevent repeating the same issues the second time around.When John returned to the customer’s home for the repair, it was evident that the moving coasters had been put on the table at some point after the installation. The 8-ft Eliminator is a relatively light model, weighing in at approximately 300 pounds, not 600 pounds, and is not extremely difficult to move or budge. After assessing that the table had indeed been moved after our installers strongly advised the customer not to do so, John gave [redacted] a price for him to re-level her table. She refused to pay this fee, so he left. [redacted] called our office again on 1/12/17 to schedule the repair at which time she agreed to pay the fee. The repair was scheduled for Friday, 1/20/17. On the morning of the scheduled repair, [redacted] cancelled her appointment, stating that she was waiting to hear back from [redacted]. Pool table seams do not separate after installation unless someone sits on the table, roughly bumps into it, or attempts to move it. The customer is denying moving the table, but it was clear to our installer upon arrival that the table had been moved in order to get the coasters under the legs. As mentioned previously, [redacted] requested different installers. This leads us to further believe that she did move her table and she wished to have different installers due to the fact she did not want the crew to realize that she now had the moving coasters on her table that the initial crew refused to install. We have a well trained, highly experienced, personable staff that installs multiple pool tables per week. The Eliminator is one of our most popular models and we are confident that these damages were self-inflicted.

A team of young men came out and botched my pool opening after several unreturned calls and 3 separate trips out they where finally able to fix the numerous problems they caused. I would not recommend there services.

Hi [redacted]I understand you are upset with the damages that have been done to your property. We take your complaint very seriously and we hope to address it in such a way where both of us can be pleased with the outcome.Typically, our customers have an ongoing contract with us for the entire winter...

season. Our highly experienced crew meticulously surveys the property and marks out the driveway with fiberglass breakers in order to ensure no damages will be generated. However, we understand your primary home is located in [redacted] and we were very happy to assist you in any way possible. Unfortunately, because of the last minute hiring conditions, the ground was snow covered prior to our arrival, as to which we had no way of guaranteeing that your property would not suffer minor grass or curb damages. In addition to this, we plowed your driveway on January 27th and did not receive any feedback or complaints of damages to your property until February 29th. During this span of time, we experienced two more occasions of snow fall in which you did not hire us to remove your snow. Assuming that you managed to remove the snow by other means, it is very hard to decipher exactly when these damages occurred, and it is very likely that whoever you hired for the subsequent storms could have inflicted the damage to your property.I hold my customer satisfaction to the highest regard. I did my best to reach out to you by telephone on multiple occasions, as well as offer to meet you in person at the property to review damages and discuss the claim. I understand that you are not typically present at this residence, but I was more than willing to work around your schedule to find a time that was most convenient for you, in which you refused my offer.I appreciate you voicing your opinion. Customer feedback is invaluable and we make sure to document all concerns to establish solutions and better our services for the hundreds of satisfied snow removal customers we have retained over the years. Sincerely,Chris R[redacted]

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Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: We signed a contract with Y.E.S. contractors to buy and install a 24 ft round, above ground pool. Our original contract to get the process started is dated 4/17/15. We were given verbal confirmation that we would have a pool by Memorial Day, 5/26/15. The permit process was slightly delayed due to our inability to obtain a land survey, but we received the permit on 5/27/15. During the short delay in paperwork their installation schedule filled up. We were disappointed when they told us that our pool would not be installed until 6/25/15. Then, on 6/24/15 my husband received a call from the owner of YES contractors (Chris R) Mr. R said he was calling to delay the installation of our pool again because one of his employees took a part from the pool that was sold to us and used it on another project. He was apologetic and said that they would order a new/ different 24 ft above ground pool and install it as soon as he had that pool. It is now 7/7/15. We had not been given a date for the installation yet. I left a message yesterday with the YES answering service and no one returned my call. I called again today and I was told that they can not install my pool until 7/18/15. We also learned from the excavator that we would have to pay him $250 for his services. We were told by YES that the amount of excavation and leveling that we needed was included in our contract price.Desired Settlement: Delivery and installation of the pool, reimbursement for the $250 paid to the excavator, compensation for the delay.

Business

Response:

We have addressed these issues and come to an amicable resolution

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Pool liner was improperly installed. An approximately 3” deep hole under the liner with an adjacent mounding of sand was evident after the installation. There was also an indentation; approximately 16” long; 3” wide; 2 ½ ” deep depression (relative to the sloped plane of the cove) at the perimeter of the pool in another area. The first mentioned area is where one of the crew jumped out of the pool just before placing the liner. This caused the indentation and mounding in that area. The sand was dry and simply raked into place prior to liner placement. It was not "wetted", tamped, or compacted in any way prior to installation of the liner. I inquired if this would be done since the installation manual calls for this step. I was told “this is not the way we do it - the weight of the water compresses the sand”. The liner has now started to leak and will need to be replaced. YES has refused to address the issue or to even come out and look at the problem.Desired Settlement: I have purchased another liner and will have a competent contractor install it since YES has not agreed to correct it's defective Work. It is requested that YES refund the installation cost to mitigate the costs of buying a new liner and the installation cost. I cannot wait for the leak to get worst or the potential of a liner burst which would undermine the pool structure and most likely render the wall unrepairable. Also the existing conditioned pool water water will be lost leading to replacement water costs and chemical costs to recondition the water.

Business

Response:

Every year in business among thousands of clients you'll get at least one client that wants something for nothing, can never be satisfied, claims to know more about your trade than you do as a 30 year old company and goes out of their way to complain about anything and everything to every staff member they run into. This is one of those clients and the irony is they caused these issues themselves and did not pay us one red cent to do the work they are complaining about. They paid Namco LLC to install their pool and we were then sub contracted by Namco to install their pool as we install every pool installation they sell in NJ. The footprints they speak of were not made by our workers as the sand is smoothed out and the liner is set from outside the pool. The indentations around the perimeter of the pool are caused by erosion from rain as the pool was not backfilled after installation. The pool was installed 3 weeks prior to the first complaint in regards to indentations they made at the end of June. They claim no one was in the pool within those 3 weeks in June during the hottest weather we had all year. The client read and signed a contract with Namco and separately with us in which both warn and explain we do not guarantee the absence of divits or indentations in the pool floor because its just sand underneath and inevitably you will create impressions with normal use of your pool. As for compaction, between the weight of the bobcat and the 91,000 pounds of water in the pool once filled there is more than adequate compaction. These people expect the floor of their above ground pool to be as solid and flat as the troweled concrete floor of an in-ground pool and that is unrealistic. If we were to use a plate tamper to compact the sand, lay pavers on it then place a 91,000 pound above ground pool on it, it would still settle. In these contracts I previously mentioned it also states the backfill of the pool is not included due to each yard having a different grade therefore requiring a different amount of labor for each client which could not be pre-estimated into a flat rate without a site visit. This service is offered once an on site estimate is completed. This client declined the landscape package which includes the backfill and stated they would do it themselves as many of our clients do, but they did not. In our contract and in our email to them (both prior to installation) it states they must backfill their pool within 2 weeks or their warranty is void. The pictures they sent us 3 weeks after the installation date clearly illustrate the footprints made on top of the liner and the backfill still not completed. Our experience with this client has consisted of dozens of site visits, dozens of emails and hours of phone conversations in which I just spent the entire day reviewing. At no time was this client ignored, neglected or dismissed and the fact is their complaints should be directed to Namco as that is who they paid but I'm sure Namco has explained the same points to them. Nothing is good enough for these people, I just wish I new the phone# of the next contractor they hire so I could warn them about what they're about to get themselves into. As explained above we are not at fault for these claims but even in the interest to appease or to resolve this issue, the client did not pay us any money for the installation of their pool therefore we could not reimburse moneys they paid to someone else.

Regards