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Complaint Details
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Initial Complaint
03/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This pool company has decided to provide poor customer service and quality. Our new pool is leaking severely. No one wants to return calls or find the issues. The water is getting into our foundation and into the neighbors yards. Call the company they don't call us back
Business response
05/06/2022
Business Response /* (1000, 5, 2022/04/04) */ These are false statements. The client chose to build a pool during a pandemic, with record-breaking rainstorms, unexpected winter freeze and a chain supply shortages. While we cannot control these life-changing events, we do control the quality of pools we build. We have faced and handled each event with professionalism and great care. As if these challenges were not enough, this Client has chosen to air their frustrations on Social Media, falsely claiming we did not build their pool with the utmost care, that we used cheap equipment to save money instead of what was in our contract AND threatened a lawsuit. The fact is, as we have shown this Client, due to a national shortage, we provided them with comparable equipment, cost and quality, in order to avoid a further delay in completing their beautiful pool! Despite all of these false accusations, smears and threats, we have continued to work diligently, with great care and positive attitude, on their pool. We did not "decided to provide poor customer service and quality!" Finding someone for our industry with the right personality and experience is yet ANOTHER challenge! We advised the Client that as of 3/1 our Office Manager of 9 years had taken a new position in a different industry and that the office would be short-staffed until we found a replacement. In the meantime, our Project Manager stepped up and provided them personalized care. He has been to their property almost daily and has maintained steady contact with them on the progress of their pool. He has even gone the extra mile answering their calls on a Sunday, while at church with his family to listen to their awful tirade! UNACCEPTABLE! Pool plaster was completed 3/12/22. This does not mark the completion of the project. As stated in the "Post Plaster Care" email sent to the Client, this is the beginning of the Post Plaster Care phase. For two weeks from the day pool is completely filled with water, we provide pool plaster care, water chemistry balance and testing of all pool functions, to ensure everything is working, as agreed to in our contract. We finish all final details and clean up, before handing the pool over to the Client. During this phase, a leak was detected. We immediately and expeditiously began process of elimination to find the leak, and repair as soon as possible. The Plaster Company sent a professional diver to check for plaster leaks. The Plumber tested all lines for possible plumbing leaks, and as a final step and extra measure, we invested in a Professional Leak Detection Company for a complete on-site test, to inspect every square inch of the pool, including camera in plumbing, to identify the exact location of the leak, because we do care! The leak was promptly detected, and repaired. We continue onsite to verify everything is in working order, according to our contract. When we leave their site, we can sleep easy, knowing another Gold Quality Pool has been installed in their back yard. Another pool that is up to OUR standards and Name. We will leave, knowing we faced every challenge thrown our way during this project with great care and due diligence. We did our best, because that is what we do. We will see their project to the end because that is who we are. In our 22 years in business, we have built a name by providing the best Customer Care and Quality Pools. We have never left a project unfinished or inoperable. We are a Company well known for our character and integrity. That will not change.
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