Yetman Building Contractor, LLC

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This amount was credited from the customer account on Wednesday, September 6, 2017. As of that date, the customer has a zero (0) balance with Crystal Pools, Inc

Revdex.com,Crystal Pools, Incis a year old Swimming pool and hot tub company in South Central Pennsylvania with an A++ rating with the BureauOur above ground installation foreman has been doing this exclusively for our Company for consecutive years and has installed over 3,pools during this
time.This customer contracted for a 27' round *** above ground pool (copy enclosed)The *** model is a 52' high pool but a new salesperson Sold it as a 54" high poolWhen it was discovered on installation day by the customer that the pool was two inches shorter than what they had expected, they called our officeAt that time, our company gave them a choiceWe could bring out the taller 54" high pool or we could work out Some form of compensation if they kept the shorter poolThe customer chose to keep the pool but Said that they were not going to pay for the installationAs per our contract signed by the customer, the total installation charge for this size pool is $3,plus taxTotal Compensation they were seeking including sales tax was $3,Our company agreed to this credit to please and try to keep the customer happyFor the record, the difference in price between the 52" high pool and a 54” high pool is $Crystal Pools compensated this customer nearly four times the value of the 54" high pool that they wanted.In her complaint, I do not know where she is coming up with a $2,excavation charge and S1,to install the pool (see Copy of Contract)? It is one price based on pool size and it was credited back to them at no charge due to their displeasure.The new pool was replacing an old pool that was at the homeThe old pool had an existing wood deck that was built up tight to it that would have been built after the original pool was installedUpon layout of the new pool with our installer (again years as pool foreman) and the homeowner, our foreman indicated that We Would get the pool as close as possible to the existing deck but it would not be up tight against it like beforeOur installer told the customer that he would try to get it to within a couple of inchesUnfortunately this new pool has larger and wider supports than what the old pool had making it impossible to get to within 1-2” that the Customer expectedAs a result, our upright posts and top caps are up to 5" away from this decking instead of the 2" that the customer expectsThis is absolutely the closest we could get it and still be able to install the top capsAny closer and the pool would not have been able to be totally assembledI personally told the customer that we could tear down the pool five times and redo it and it would not be able meet up any closer to his old deck than what we already have itThis is an answer that the customer is not willing to acceptI let them know that if we somehow could have got it closer, a deck modification would still have been necessary anyway. As a result of a gap that is larger than what the Customer WantsThey are now Wanting an additional S1,in compensation on top of the S3,that was already given to them even though a small deck extension was necessary all alongI told the customer that Crystal Pools has already Compensated them nearly four times the cost of pool upgrade which was also more than enough to pay for any deck extension and we were not in a position to do any more.In the complaint the customer contends we did not offer them anything else and did not ask what more we could doThat is a statementI personally spoke with the husband on May 8" and asked just that questionThe answer to my question of what more can we do, was that they wanted another S1,dollarsI explained that Crystal Pools had compensated enough and that we, Crystal Pools, would not be in a position to do anymoreHis response was that they would be contacting the Revdex.com since we were not going to give them more money to pay for deckingI told him that I did not want for him to do this but that I could not keep him from doing So eitherWhen I asked about the pool, he told me that it looks great and the crew who installed it was Wonderful as well.The letter also complains about our customer service or lack thereof due to a leak at the filter after the pool was filledOur company sent a representative to the home within business days to tighten a fitting to stop a dripping valveWhile there he also started the System up and he performed a complete orientation with the customerGood customer service responds to a need and that we didAll manuals and pool information was supplied to the customer at that timeEnclosed please find the sign off sheet initialed by the customer stating that they are in receipt of all materials even though the complaint states that they are not in receipt of materialsWe have since sent additional Sets of Copies, all warranties and the permit information that we obtained and paid forAs of the writing of this letter, we still have not been reimbursed for the permits, a homeowner's responsibilityThis totals $137.00.The Division Manager for the pool department, the General Manager of the organization and myself, aCo-Owner have all spoken with and have tried to satisfy this customerUnfortunately, all three of us collectively have not been able to do soWe have tried the best that we can.John R***Corporate Secretary/Co-Owner Crystal Pools, Inc

September 9, 2015Per the customer request, Crystal Pools, Inc. had four (4) service call visits to the customer's swimming pool during 2015.Every time our service technicians were at the home of [redacted], the swimming pool water was very green with algae, and the customer was running the filter...

with the green algae present. At least three of the times we inspected the [redacted] filter, the customer was running the filter without the filter cleaning media in the filter. Customers are always instructed NOT to run their filter when algae is present, as the filter will not remove the green algae from the swimming pool, and the filter will clog with algae, creating low flow and clogging up the internal workings of the filter with algae. See enclosed green water instruction sheet.The only way that algae can form is because there is not adequate chlorine in the swimming pool. It has been a very hot summer, which creates a need for additional chlorine to keep the water in the pool clear. The hotter it is, the greater the demand for chlorine. Every time we were at the [redacted] home, the customer did not have adequate chlorine in the swimming pool water, which caused the algae growth. The customer in his complaint blames the filter and pump for causing the green algae. This is not true. The filter/pump do not cause green water, the job of the filter/pump is to circulate water. Please note on copies of the service invoices, that we cleaned the algae out of the filter at least two times this summer, and noted to the customer NOT TO RUN THE FILTER WHEN THE POOL IS GREEN. The customer this summer has not followed our direction.On September 2, 2015, **. [redacted] called our office, spoke to me, and wanted to know what we were going to do about his green Water. I asked the Customer if he had been adding granular [redacted] chlorine, as we have been instructing him to do. **. [redacted] told me that he ran out of chlorine and he has not been adding [redacted] granular chlorine to the pool. I spoke to **. [redacted] in detail about his green algae water problem this summer. He admitted to me that he was not adding granular chlorine as he should have been doing. I explained the process he should do in an attempt to control the algae growth (this had also been done by other Crystal Pool employees). For whatever reason, **. [redacted] does not follow our suggestion/instructions. After verbally told **. [redacted] what he should do to clear the algae from his pool, he again told me that he did not have any chlorine or algaecide. I suggested that he take a water sample to our store, and purchase the items needed. Later that day, **. [redacted] did take a water sample into our Lancaster location. Our manager of our Lancaster store not only verbally explained what needed to be done to clear the water, but he also wrote out full instructions...see enclosed.In summary, the green algae water problem is due to lack of chlorine in the Swimming pool. The customer is not adding enough granular [redacted] chlorine to the Swimming pool. The filter/pump have not caused the algae to grow. [redacted] states in his complaint that the green algae water has damaged his pool ladder. It is our belief that what the Customer is seeing on his ladder is an algae built up, which can be cleaned off after they control the green algae growth in the pool. The customer has created the issue by not adding enough chlorine to the Swimming pool water, and has admitted to us that he ran out of chlorine and was not putting in enough chlorine over the Summer.Cheryl E

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

July 20, 2017Dear Revdex.com,Crystal Pools Inc. is a 53 year old swimming pool and hot tub company in south Central Pennsylvania with an A+ rating with the Bureau.The customer contracted with us to purchase and install a SQ225 heat pump for their in-ground swimming pool. The date of our proposal was May...

24, 2017, customer accepted and signed the proposal on May 30, 2017, and paid a deposit with a [redacted] on May 30, 2017. We ordered the heat pump, and arranged an installation date of June 9, 2017.On the date of installation, June 9, 2017, our senior service technician with 41 years of service with Crystal Pools and his assistant, with 17 years of service with Crystal Pools, installed the heat pump for the customer. During installation, [redacted] (the customer) was on site with our service technicians. At the time of installation, there was no damage to the unit. The customer contracted with an electrician to complete the electrical work required to operate the heat pump. When the electrician completed this work, there was no damage to the unit.Our company was contacted by the customer regarding a service issue with the swimming pool filter/pump system (which had nothing to do with the heat pump). As the customer states in their complaint, at that time, there was nothing wrong with the heat pump, no damage to it. We received payment in full from the customer for the balance on the heat pump on June 21, 2017. One week later, we were notified by the homeowner that the heater was damaged. On July 5, 2017, our swimming pool service manager, and assistant swimming pool service manager went to the customer home to see the damage that was reported to the heat pump. After viewing the heat pump, there is no way that the unit was damaged by Crystal Pools, Inc. As stated above, when we finished with the project, the heat pump was installed with no damage, electrician completed the electric required with no damage to the unit, a service call was completed on the filter/pump with no damage to the heat pump. The customer paid for the heat pump unit in full, including installation.IN SUMMARY On June 6, 2017, Crystal Pools installed the heat pump according to the signed proposal by the customer. At the time of installation, the customer, [redacted] was on site and met with the installers. As admitted by the customer, and stated in their complaint, when they looked at the heat pump on June 19" the unit was ok. We received payment in full on June 21, 2017 for the heat pump and installation of the unit.Crystal Pools Inc. will offer to provide a new like heat pump unit for a discount price of $2,500.00. Included in this price, Crystal Pools will remove and dispose of the original unit, and install the new replacement. Crystal Pools will require the full amount of $2,500.00 prior to ordering the replacement unit, or scheduling an installation date.CRYSTAL POOLS INC.