Amway Distributors

Responding to complaint from Mr. [redacted].  Atlas Pool & Spas sold a new in ground liner to Mr. [redacted], the homeowner at [redacted] on 5/28. To my knowledge Mr. [redacted] is the tenant at [redacted]. and was not involved with the sale of the new liner.  Needless to say...

Memorial Day weekend in the pool business is the busiest time of the year.  After a very rainy month of May where it rained for more than 20 days our schedule had suffered considerably and any contracts written for liner replacements had included a time frame of up to 4 weeks to complete the job.  This was not written on Mr. [redacted]s contract with us when it should have been.  I feel very badly for Mr. [redacted] because I believe he was told something that was a miscommunication between our salesperson and Mr. [redacted] at the point of sale.  Mr. [redacted] was under the impression that the work would be completed in 7-10 days.  After speaking with our salesperson I believe that Mr. [redacted] asked how long it takes to make a liner and was told 7-10 days which is typically true however that does not include the measuring process or the timeframe for scheduling especially in the absolute height of our season.  The fact that our schedule was effected by all the rain in May made the time impossible.  Unfortunately this miscommunication caused a very disappointing time for Mr. [redacted] who was only going by what he was told.  Once the proper measurements were taken we pushed for the liner to made as quickly as possible knowing that Mr. [redacted] and his family were very disappointed the job was not done and the pool not in use.  We received the liner on Thursday 6/30 in the late afternoon.  The liner was scheduled to be installed on Friday 7/1 as Mr. [redacted] stated in his complaint.  Our installation crew was on site to install the liner on 7/1 and would have installed the liner if we didn't have a severe thunder and lightning storm prevent that from happening.  We had no choice but to come back the following morning to install the liner.  The liner was installed on Saturday 7/2.  When a liner is installed it must be filled to a certain point before the holes can be cut for the skimmers and returns.  Our service department does not work on Sunday but because I was certain the water level would reach the required height overnight I went to the job myself early Sunday morning to complete the work.  Before I left on Sunday the job was completed and the pool up and running and treated with chemicals while the water was raised all the way.  I spoke with Mr. [redacted] while there and gave my sincere apology for the delay and explained that the time frame explained from the start should have 3-4 from point of sale.  I feel as though we never had a chance to please Mr. [redacted] because he was misinformed from the start.  I know this was not done intentionally and that Mr. [redacted] was relaying what he thought he was told when he purchased the liner.  When a liner is sold we require a 50% deposit to order the liner.  The balance is broken down into 2 installments, 40% of balance is due when the liner is installed and the final 10% is due upon completion.  Mr. [redacted] was away when we installed the liner on 7/2 and was unable to be reached for payment.  Because the payments had nothing to do with Mr. [redacted] I allowed the liner to be installed so Mr. [redacted] and family could enjoy the pool as soon as possible.  The work was completed on 7/3 and the pool has been fully functional since then.  Atlas Pools has not received any payments except for the initial deposit given on 5/28.  I have no doubt that Atlas will be paid for the work done as I have a lot of respect for Mr. [redacted] and know that he will pay the balance due.  The most important thing at the time was for Mr. [redacted] to have his pool running and ready to enjoy.thank you,[redacted]