ComplaintsforThe Pool Repair Guy

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired The Pool Repair Guy to do a resurface at my pool back in July. Since the very beginning the pool showed problems , we had a weird foam, then calcium, stains all over where they said that was because of lack of circulation so they "fixed" the circulation system and the calcium went away however not the stains.Through every step of the way I have contacted them and letting them know about all the problems , one of their officials asked me to take one step back because he said that it is unlikely that this material will be all even out but that by fixing the circulation and the chemicals he added we would have a blue water like surface which we did not. As part of the process they took over the chemistry of the pool for a bit more than a month and then my pool company took over. We had a leak on the spa so as it was draining out every time I wanted to turn it on so as the bubble systems won´t turn on so they came and fixed this leak and bubbles thing but the stains were and are still there. We reached out to Bobby C*** which I believe is the owner and he came to look at the pool, he said that this is the worst looking pool he has ever seen in his +20 years in the business and that he would try to apply the warranty and if he got the material he would bring the labor to do it again. I send him the email with all the time line and the facts to make the warranty valid and he got so agressive saying that we are liars and that none of that had happened. I attached each every conversation made with Tracy (former couple of Bobby and owner) and even with that he is saying we are liars and he won´t carry on with the conversation. Then there was a due invoice which we did not recall , not even him but he asked us to pay it which we did and now because of that he won´t follow through with my warranty. I don´t want to do any harm, I just the job what I paid for done correctly. It is my right and this guy is not helping he is just being agressive and calling us liars.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/09) */ We are saddened to see that this complaint has been submitted after doing so much to help this customer even though they had no warranty for the issues that they were complaining about. We will gladly give our side of the story, which obviously differs from the homeowner. The bottom line is that we never walk away from ANY job if there is something that we can do to help, and we feel that with this customer, we have gone above and beyond in helping them to resolve their pool issues. Firstly, it should be noted that we do not warranty pool staining at all, and that is stated clearly in our paperwork that is sent out. Stains are something that appear on a pool AFTER we have completed our work and we cannot be responsible for organic or chemical staining no matter how it was caused, as we do not have control of the weekly servicing of the pool. We ask that customers complete our warranty form and send it back to us to show that they have a licensed (trained) professional looking after their pool as we hand it over to them in good shape, and we expect that they want this to continue. (blank warranty form attached - showing our stain policy) This customer did not return a form, so by the letter of the law, they don't actually have a warranty. With that being said, when I personally returned from Europe, I visited the pool to see what they were talking about with the staining, even though we don't cover stains in our warranty, I did this as a courtesy, as we would be the best people to advise them of the best course of action to resolve things. This was many months later. I attended, and offered advice that their pool floor cleaning system was not operating and that they would need to fix this as the pool was clearly not circulating correctly. Water was not able to move around the pool as it was supposed to when it was designed. We installed a new module to correct this, and at no cost to them, I set out to correct the small hydration marks that they had appearing on the back wall of the pool. We took pictures of all of this and it shows quite clearly that the pool was in good shape overall, apart from this one area. I personally did these treatments at our own cost to do our best to correct whatever the homeowner had or hadn't done in between time with their pool company to keep the pool chemicals and surface in good shape. When we first attended, the pool chemicals were so far out of range that we didn't know if they actually had a pool service or if they were trying to take care of it themselves, but we corrected this, and kept in touch with the owners to see how our treatments were doing. We have written communication from them at that time that things were looking much better, and that was the last that we heard from them, until recently when they complained of staining again. Again, being a conscientious business owner, and wanting to keep our customers happy, I attended personally. Again, the chemicals were so far out of range, as I tested them in front of the homeowner, to show the result. I found out then that they actually own a pool servicing company, so I was a little surprised to see that the company owner's pool was not being taken care of properly. We also have directions on our warranty form instructing owners that their pool chemicals must be tested and adjusted every week by a licensed professional. They have no records of any chemical readings at all. We ask that they have a digital record at a pool store that offers testing every 6 months. They have no records. I was there to help, see what we could do to resolve their issues, and also collect the money that was owed for 6 months for the pool equipment that we installed. I offered that we would bring the product manufacturer to the table for an independent review of what was going on at the pool and how we could correct things for the owner. His first question was "Do you have water chemistry readings over the history of this pool finish?" No, they don't. Within this meeting on site, the homeowner suggested that they were not going to pay the money owing for 6 months until the pool staining was resolved, citing that they had not received this invoice at all, and didn't know what was it for. Our Quickbooks accounting system shows in black and white when a customer opens an invoice, so at this point when they were blatantly lying to us, I decided to part company with them and withdraw our offer to continue to help them. We feel that we have done everything possible to resolve things and help this homeowner but we feel that the homeowner is happy to point fingers and not accept any responsibility for their own actions. We didn't cause the staining, we offered to help at our own cost but when relations broke down because of their attitude towards the situation, it was obvious that we couldn't continue to work with them, ...which is very sad, because we would have been the best people to turn things around for them!

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