Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Everything I wrote is 100% honest and true. My liner was fine all summer long after the initial installation in 2014. I only started to lose water and holes appeared in the liner after Holmes pools fixed the wrinkles in the steps and closed out the pool for me September 2015.
Regards,
[redacted]
[redacted]Holmes Pools [redacted], MA [redacted] To Whom It May Concern (Complaint # [redacted]).On September 2nd, 2014 we installed a vinyl liner at the [redacted] residence of [redacted], MA. In the complaint, the customer stated that the pool water cost him...
$300-$600. According to the Town of [redacted] water records (see attachment) a 22k gallon fill would cost $191.65. In May of 2015 the customer contacted our office complaining of wrinkles on the top 2 steps of the pool liner. When we returned to the residence, we found that the liner had floated due to the high volume of snow that had accumulated and become ground water during the winter of 2015. The customer requested to wait until September of 2015 to have the pool pumped down and the liner reset, due to the fact that the water would be pumped down for the winterizing at that time. We agreed, in good faith, to winterize the pool at no charge in September of 2015 (normal cost of winterizing = $290 + chemicals). On September 8th of 2015 we returned to winterize the pool and fix the wrinkles in the step at the same time. Approximately three feet of water was pumped out of the pool to reset the liner. The customer then added approximately two feet of water to bring the pool to the normal winterizing level. The customer called us back on November 30th, 2015 and said that he noticed the water level in the pool was low when he went to add chemicals to the pool over Thanksgiving. In the complaint, the customer claims to have lost "mostly all of the 22k gallons of water." In fact, the customer lost approximately 2 feet of water, which is equivalent to approximately 8k gallons of water (totaling approximately $50 in water - refer to attachment from Town of [redacted]). At that time, we found a small hole at the base of the wall in the deep end of the pool where the water level was at, and we patched the hole. This was the first instance that the customer complained of water loss in the pool - 14 months after the installation of the vinyl liner. The hole that was found was not on a seam (refer to attachment from manufacturer) meaning that the hole was not covered under warranty and was likely due to customer negligence. When the customer went to add chemicals to the pool in March of 2016, he claimed that "most of the 22k gallons of water was gone," but when we returned to check on the pool the water level was down to the base of the wall approximately two feet lower than the winterizing level and at the same level of the original liner hole. At that time, we found three additional small holes at the same level as the hole from the previous Fall, and we proceeded to patch the holes. In order to make the customer happy, I agreed to again open the pool a few weeks later at no cost (normal cost of pool opening $295 = chemicals) which would offset the cost of the water. The customer called near the day of the scheduled opening and noticed that the water level was down to the base of the wall yet again. We explained to the customer that the holes had to be due to termites, or the customer's negligence. We have been in business for 45 years and do approximately 125 liner replacements per year. Unless water loss is due to a seam separation, holes in liners are due to negligence. It was obvious to me at the time, due to the holes found in the liner that there must have been customer negligence. Additionally, no water loss was reported until over 14 months after the installation of the liner. The customer refused to accept this fact and angrily called the office several times demanding reimbursement for the liner. In order to end the complaints from the customer, I agreed to replace the liner at no charge to the customer. The customer demanded that I also pay for the cost to fill the pool with water. Knowing that the damage to the liner was done by the customer himself, I agreed to only pay for a new liner and not the cost of the water as I had already lost hundreds of dollars in labor and materials returning to the customer's house several times at no cost to the customer and was about to incur the cost of a brand new liner for the customer. We returned after the new liner had been manufactured in June of 2016 and asked the customer what he was vacuuming his pool with. When he brought us the vacuum head, we noticed that it had a sharp edge on it. [redacted] Jr. called the customer over to the pool and imitated the motion of vacuuming with the vacuum head over the vinyl and the motion caused the same tiny holes that had been found in the customer's liner the previous Fall and the current Spring. The customer saw this, turned around and walked away, not responding to the explanation. Never again have we heard another word from the customer complaining that the liner holes were our or the manufacturer's fault. Additionally, we cut the damaged portion of the liner out and sent it back to the manufacturer for analysis (see attachment). The customer's desired settlement was to replace the liner for free. Although the holes in the liner were caused from the motion of the customer while vacuuming his own pool with a sharp vacuum head, we replaced the liner at no cost to the customer (costing Holmes Pools over $3000). Even though the liner was not defective, we replaced it as a courtesy to the customer. Each time the customer called to complain, we returned his phone calls promptly and agreed to return and work with customer. We take pride in our work and pleasing our customers. We have been in business for 45 years with no advertisement and only referrals through word of mouth. We are and have always been willing to meet the needs of our customers. According to Holmes Pools, this issue has been resolved.Sincerely,[redacted]Holmes Pools[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Everything I wrote is 100% honest and true. My liner was fine all summer long after the initial installation in 2014. I only started to lose water and holes appeared in the liner after Holmes pools fixed the wrinkles in the steps and closed out the pool for me September 2015.
Regards,
[redacted]
[redacted]Holmes Pools [redacted], MA [redacted] To Whom It May Concern (Complaint # [redacted]).On September 2nd, 2014 we installed a vinyl liner at the [redacted] residence of [redacted], MA. In the complaint, the customer stated that the pool water cost him...
$300-$600. According to the Town of [redacted] water records (see attachment) a 22k gallon fill would cost $191.65. In May of 2015 the customer contacted our office complaining of wrinkles on the top 2 steps of the pool liner. When we returned to the residence, we found that the liner had floated due to the high volume of snow that had accumulated and become ground water during the winter of 2015. The customer requested to wait until September of 2015 to have the pool pumped down and the liner reset, due to the fact that the water would be pumped down for the winterizing at that time. We agreed, in good faith, to winterize the pool at no charge in September of 2015 (normal cost of winterizing = $290 + chemicals). On September 8th of 2015 we returned to winterize the pool and fix the wrinkles in the step at the same time. Approximately three feet of water was pumped out of the pool to reset the liner. The customer then added approximately two feet of water to bring the pool to the normal winterizing level. The customer called us back on November 30th, 2015 and said that he noticed the water level in the pool was low when he went to add chemicals to the pool over Thanksgiving. In the complaint, the customer claims to have lost "mostly all of the 22k gallons of water." In fact, the customer lost approximately 2 feet of water, which is equivalent to approximately 8k gallons of water (totaling approximately $50 in water - refer to attachment from Town of [redacted]). At that time, we found a small hole at the base of the wall in the deep end of the pool where the water level was at, and we patched the hole. This was the first instance that the customer complained of water loss in the pool - 14 months after the installation of the vinyl liner. The hole that was found was not on a seam (refer to attachment from manufacturer) meaning that the hole was not covered under warranty and was likely due to customer negligence. When the customer went to add chemicals to the pool in March of 2016, he claimed that "most of the 22k gallons of water was gone," but when we returned to check on the pool the water level was down to the base of the wall approximately two feet lower than the winterizing level and at the same level of the original liner hole. At that time, we found three additional small holes at the same level as the hole from the previous Fall, and we proceeded to patch the holes. In order to make the customer happy, I agreed to again open the pool a few weeks later at no cost (normal cost of pool opening $295 = chemicals) which would offset the cost of the water. The customer called near the day of the scheduled opening and noticed that the water level was down to the base of the wall yet again. We explained to the customer that the holes had to be due to termites, or the customer's negligence. We have been in business for 45 years and do approximately 125 liner replacements per year. Unless water loss is due to a seam separation, holes in liners are due to negligence. It was obvious to me at the time, due to the holes found in the liner that there must have been customer negligence. Additionally, no water loss was reported until over 14 months after the installation of the liner. The customer refused to accept this fact and angrily called the office several times demanding reimbursement for the liner. In order to end the complaints from the customer, I agreed to replace the liner at no charge to the customer. The customer demanded that I also pay for the cost to fill the pool with water. Knowing that the damage to the liner was done by the customer himself, I agreed to only pay for a new liner and not the cost of the water as I had already lost hundreds of dollars in labor and materials returning to the customer's house several times at no cost to the customer and was about to incur the cost of a brand new liner for the customer. We returned after the new liner had been manufactured in June of 2016 and asked the customer what he was vacuuming his pool with. When he brought us the vacuum head, we noticed that it had a sharp edge on it. [redacted] Jr. called the customer over to the pool and imitated the motion of vacuuming with the vacuum head over the vinyl and the motion caused the same tiny holes that had been found in the customer's liner the previous Fall and the current Spring. The customer saw this, turned around and walked away, not responding to the explanation. Never again have we heard another word from the customer complaining that the liner holes were our or the manufacturer's fault. Additionally, we cut the damaged portion of the liner out and sent it back to the manufacturer for analysis (see attachment). The customer's desired settlement was to replace the liner for free. Although the holes in the liner were caused from the motion of the customer while vacuuming his own pool with a sharp vacuum head, we replaced the liner at no cost to the customer (costing Holmes Pools over $3000). Even though the liner was not defective, we replaced it as a courtesy to the customer. Each time the customer called to complain, we returned his phone calls promptly and agreed to return and work with customer. We take pride in our work and pleasing our customers. We have been in business for 45 years with no advertisement and only referrals through word of mouth. We are and have always been willing to meet the needs of our customers. According to Holmes Pools, this issue has been resolved.Sincerely,[redacted]Holmes Pools[redacted]