ComplaintsforDoc's Pool Care LLC

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last summer Chris who at the time represented himself as the owner of Doc's pool care. He was hired to install my above ground pool, which was purchased through leisure depot. We scheduled a date and he didn't show up, I called several times and after finally reaching Sena (Chris mother) and who apparently is now the owner... she stated they were delayed. I accepted it and moved on they showed up three days later. The ground wasn't graded properly, by Chris after the first attempt at putting up the pool- this was only discovered after I paid 700.00 to a water service to have to pool filled. Chris was present for this process. The pool was immediately drained and completely taken down. I then had to hire my own grading company to fix the problem with the grading that was supposed to be included in the install. After the ground the was graded Chris made his second attempt to install the pool. He final after several days got it up and installed, but not properly. We made him aware of the issues, and he sent me messages stating he was not charging me for the install because he was just happy he could "get it done". Fast forward to several months later Sena sends me a bill demanding payment to which I refuse. Now we are at the start of the season and the pool is completely unusable because of the improper install has caused the liner of the pool to rip based off of the "pavers" they installed under the pool which has rubbed the liner. I made constant with the owner and she advised I should sue her for the install because I never paid a dime which I was told not to by the owner of the company, and now also have a completely useless pool which two different pool companies are now quoting the fox.

  Business response

  06/28/2022

  Business Response /* (1000, 8, 2022/06/22) */ Contact Name and Title: **** T*******,Office Mgr Contact Phone: ************ Contact Email: ******@docspoolcare.com We installed Mrs. *******'s pool in May 2021. The pool has stood for over a year with no issues. I think if it was something we somehow did to her pool, it would have already occurred. The pavers were buried into the ground the depth of the pavers (which is about 1-1.5") and then had sand of 2" compacted over them. I'm guessing that the seam on the liner ripped some way. They have been known to rip unexpectedly. It makes sense that when the water came rushing out of the pool, it washed the sand away from the pavers. That is why she thought the paver's had not been buried and then covered and compacted with the sand. This is why the pavers were exposed when she found them after the water rushed over them. I realize she was upset and shocked as the water came rushing out of the pool but, we installed that pool the same way we installed the other 30+ pools from May 2021 through September 2021. We had a new calendar that began in May 2021 and I'm sure we installed a few pools prior to May but, I no longer have access to the old calendar to see how many others that we installed in the 2021 season. As far as the grading comment goes, we do no grading of the property, we merely level the area that the pool will sit by trucking in sand and compacting the sand. Granted the pool was uneven the first time we installed it but, on a rare occasion that does happen. Thankfully, it did not happen any other time in the 2021 season. We are allowed to be 1.5" out of level according to the instructions, however, we never allow our pools to be more than 3/4" out or we will re-install them. and, that is exactly what happened. Mrs. ******* chose to bring in her own grading crew to level the ground, not only where the pool would sit but a large area surrounding where the pool would be located. We did re-install the pool the second time, and it was level and "up to Mrs. *******'s standards". She was dissatisfied with every aspect of this install. She was even yelling at the company that sold her the pool(it is a local company) for forgetting to include an item that was supposed to be in the kit, only to find it later in the midst of the installation. When Chris said "get it done " he meant that we were done with her setup, not in the negative aspect that she portrays it to be but, to be done with another build. I don't know when she had a difficult time reaching me in the ****** because I am the only one who answers the phone an I had no missed calls from her. I always answer the phone , unless I am in the restroom, in which case I return the call promptly. I don't like to talk to a recording when I call as business, so I don't let people who call me neither. When referring to the collections, I was merely trying to clear the books and prepare our information for taxes. I was not aware that Chris told her that it was not necessary to pay for the installation of her pool. Chris felt bad that we had to do a re-install but, most customer would have offered to pay half but, she did not. Furthermore, we did extra work (hard plumbing her pump and filtering system) that was not included in the installation and she never paid for that work, either. A different tech did that work so, we had to pay him for the work(about 4 hours) we never received any payment for. When I asked her about the hard plumbing of the pump and filtering system, she got very nasty and told me that she "wasn't going to pay a penny for any work that we did". When she was clearly responsible for that part because it was not part of the "normal installation". Mrs. ******* is now trying to be compensated for work she never paid for to begin with. Under "normal" circumstances there is no reputable company that is going to compensate someone who did not "pay a penny for any work" we did perform. She has smeared our name on ****** when we did nothing wrong. Her pool was either damaged by someone ripping the liner or a seam splitting but, we had no fault in this situation . We are a reputable company with great reviews on Angie's List and we install solid pools. Just because hers was a freak thing, she wants to blame everyone involved. I'll bet she is blaming the liner company, too. She is understandably upset but, that is no reason to ruin our reputation. Thank you for allowing us to inform you of our side of the conflict. If we are found to be not responsible for the issues with Mrs. *******'s pool, I would appreciate it if she would remove the comment she posted on ******. Consumer Response /* (3000, 10, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information in completely false and incorrect, we have two statements from pool companies stating the pool was installed incorrectly. I have hundreds of phone calls to Chris Hammond with text messages with no response- immediately after the installed of the pool that they messed up more than once. As far as the reviews, Doc's pool care reviews online are horrible. I am not the only one who had problems. I did not offer to pay half of the money because I had to pay for two different water deliveries because of their misconduct. Each one being 700 a piece, I am also now having to pay another company to fix the pool. The hard piping on the job I never received a bill for and would of gladly paid it if I had. as FAR AS THE INSTALLION OF THE POOL- NO I WOULD OF NEVER PAID FOR THAT. I am not blaming the liner company only Doc's pool care for the improper installation. The pavers are not dig into the ground at all, causing the liner to rub and tear. This company is not reputable, and had Sena come to some sort or reasonable agreement I wouldn't of had to make these posts to warn other people about their horrible business practice. Business Response /* (4000, 12, 2022/06/22) */ She not only is lying but, is blowing this way out of proportion. The pool stood with no problems for over a year, now. The pavers were buried. Does she have pictures to show that they were not buried BEFORE the sand was washed away or just her word? Show me pictures, please. We are not going to find a middle ground because she keeps lying about everything. And, the bad reviews we have on Google are not from installations. Furthermore, Google is just a place for someone to show your true colors and that is why we don't even respond to the Google reviews. I did send her numerous bills for the plumbing that we installed and she never once called or paid the bill. I do not know what sort of agreement does she want? There are not hundreds of unanswered calls, that is obviously an exaggeration. Please show me these text that you supposedly have as to the conversation between her and Chris, who is no longer involved in the business. She obviously is tending to exaggerate everything. If she still feels that she has been slighted, let her go through the proper channels with the court system.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 14, 2022, I hired Docs pool care for a "green to clean" pool cleaning. I told them that I needed it cleaned by April 28th as I was listing the house for sale and having an open house. I was told, after someone came out and looked at it, that it should be an easy clean up and could get started that day. I paid him $150 for the chemicals he needed to add. He added them that day and said he would be back in a few days. Over the next 18 days, he randomly would come and do stuff maybe 4 times, the pool only looking worse than when he started. On may 2, they called and said they could no longer work on my pool because "someone" broke the filter. They were they only ones that have touched my pool, as my family wasn't even in town in the same state. They left my filter broken, my pool worse than it was to begin with, my garden hose across my yard and killing the grass, and my back gate to my yard open. While trying to talk to them about it, their receptionist just yelled at me and hung up on me three times, with no resolution.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/05/04) */ The client did hire us to clean her "swamped" pool and did mentioned her open house but, failed to mention the date. She was NEVER told it was an "easy clean up". We visited her on 4/14, 4/18, 4/21, 4/29, and 5/2. Typically, there are 2-4 days between each visit depending on how severely we must treat the pool and on how quickly it clears up. This pool did not clear up very quickly, so each time we added more chemicals to help the algae fall out of suspension and would try to "rake". On 4/18 while our tech was at her home she was in the process of moving out but, told us not to worry that her daughter would be there to take care of any business that needed to be handled. 4/21- The tech began really trying to "rake " the pool to remove "stuff" from the bottom of the pool that you could not see through. He found broken pieces of plastic and other garbage in the pool. Our tech was afraid of puncturing the vinyl liner while removing the pieces, therefore we had to go very slow. We were the ones who made the call to the client to let her know that someone had disturbed the pool(the water level was lower than it had been the last visit) and that the bleder valve on top of the filter was broken off. And, that we could no longer service her pool. The tech mention that the last day he was there there were other people on the premises. When I informed the client that we could no longer service her pool. She began yelling at me and informing me as to how very incompetent we were and that how her realtor mentioned he had fired us because we were s**t. During this time I kept tying to tell her that even though we did not break the bleder valve, we had one and would replace hers, as she continued to yell how incompetent we were. Finally, though I am not proud to admit it, I, too, started to raise my voice to be heard over her yelling. Finally after several minutes of the cursing and yelling, I hung up the phone. She called back twice more, I answered the second time she called back and she was still screaming so, I hung up. After that, I blocked her calls. Had the tech known or had the client bothered to mention that there was "garbage " with sharp edges in the bottom of the pool, we would have drained it to begin with. There would have been were little time involved, in comparison to the ""green to clean". There was resolution in the fact that we refused to go back to service her pool now or in the future. However, both parties involved were in the wrong so, I do take responsibility for raising my voice but a person can only take so much before they explode themselves. Oh yeah, the back gate does not latch from the outside and the hose was left in the yard from filling the pool to do the the treatment.

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