Del Suppo Inc

Dear Mrs. [redacted],This is in response to Mrs. [redacted] letter dated June 1, 2016.Concerning communication:  I have been in response since receiving the letter from the Revdex.com.  Once Mrs. [redacted] filed a complaint with the Revdex.com it has been the forum  for discussion of resolving the issues.  I have copied her by email on all correspondence.  Prior to that I have replied to her phone calls with in a responsible amount of time.  I also have stopped by her house to discuss the leaking issues.  Concerning the step area rubbing:  Although it is difficult to see from pictures only, but it appears to have rubbed on the print.  It does not appear to be punctured.  I can apply a reinforcing patch over this area, or put a piece of protective foam on the step.  The picture does not show the step so it is difficult to assess the entire situation.Concerning the Screws:Yes we can remove and replace the screws.  The electrical tape is used to hold the screw to the screw driver or screw bit.  It does not serve any other purpose.Concerning the Jets:Replacement is out side of the contract.  Her maintenance man will replace them.  Requiring no action on my part.Concerning the Balance:The balance on the contract is $1,000  Will Mrs. [redacted] pay the balance upon completion of the Step area and Screws mentioned above?Also, there is an additional Invoice #[redacted] for re-plumbing her pump.  When I was at her house late March we observed that the secondary pump was leaking in the pump room.  When my men went back for an additional visit to re seal the skimmer they also repaired this item.  This time and materials was for this repair and not their time to repair any other items that were part of the contract. This balance due is $242.98.  When will this amount be paid?I will wait for your response,Buster S[redacted]

Review: In January 2016 my husband and I signed a contract with Del Suppo Pools to repair a indoor Endless Pool that had a broken hydraulic line that damaged our pool. The contract was for a new liner, cover, hydraulic fittings ,renovation kit and in pool drive motor. The owner said he would "make the pool right" for $8,660.00 The materials were ordered by Del Suppo thru Endless Pools. On 1/21/2016 we paid $2,500.00 when we signed the agreement. The work was to be completed by 2/28 2016. On 2/24/2016 we paid $3,660.00 when the new liner was installed. We paid $1500.00 when the cover was installed. We still owed $1000.00 but my husband told Del Suppo that the pool was leaking and there was a problem that needed fixed. A few days later my husband passed away. On 4/1/2016 I called Del Suppo and left a message that the pool is still leaking. On 4/7/2016 the company sent 2 guys out to caulk around the skimmer and do repairs to stop the leak. The leak got worse. The company billed me$ 242.98. I called the office and asked to speak with the owner and was told he was unavailable, and I said I received a bill for pool work that should have been covered under the original contract because the pool is still leaking since they installed the liner, The office called me 4/21/2016 and said [redacted] Company was scheduled to come to my house 4/26/2016 to find the leak in the pool. On the morning of 4/26/2016 [redacted] Company called me and asked if it was a Endless Pool and I said yes. They said they do not work on Endless Pools. I called Del Suppo and told them the [redacted] Company refused to come and the leak was worse and I was losing inches of water daily. Del Suppo came to pressure test the lines of the pool on 5/6/2016 and said one of the jets is leaking. When I looked into the concrete hole behind the liner, there was a very small trickle of water. My pool has been leaking 4 inches daily. I ordered new jets for the pool from Endless Pools for $92.00 that was delivered 5/9/2016. On 5/11/2016 I received a bill from Del Suppo of $2,207.98 for work done on 4/7 and 5/6, they also sent me a service request form stating they would not do any more work unless I filled out the form and paid the bill. I called Del Suppo and asking to speak with the owner and was told he was not available. I explained that the pool is still leaking 4 inches daily and these repairs were made to find the leak that and should have been covered by the original contract.

Business

Response:

Dear Mrs. [redacted],

Review: Del Suppo Inc and I contracted to install a pool at my residence. The pool has been installed and from day 1 there have been issues from minor to major issues. First the heater didn't work upon installation. The the pool has flooded because Del Suppo didn't properly run the French Drain around the pool. This has caused thousands of dollars in damage and despite a contract that specifically states how the french drain should be installed and the township engineer and building inspector informing Mr. [redacted] of the proper installation, the work has not been preformed. Additionally, Mr. [redacted] is trying to charge me to fix his mistake. This is not a company that anyone should want to use. On top of all of this, in the last week they have had to rebuild the motor to my pool cover twice, which they have complained about every time.Desired Settlement: To have the french drain completed as required by the drawing and approved by the township and the building permit.

Business

Response:

CC: Revdex.com Pittsburgh, PA

Dear [redacted]

I want to assure you that we are available to all of our

customers. Customer service is very

important to us. I have been available

to you throughout the planning stages, permit stage and pool project doing my

best to keep the project on time and within your budget. We have responded quickly to repair the pool

heater, and cover. Both were

manufacturer issues and were promptly handled by service personal. Our store and office is open Monday through

Friday 9-5 and Saturday 9-3 someone is available to answer the phone or you can

leave a message on the phone machine.

When this problem first occurred we responded with in two

hours and began to study and organize a plan to correct the problem

contributing to the liner floating. We mobilized a team to respond and a plan

to clean up the water and get your family swimming. We made several service calls to check on

things over the next few days and help with the cleanup efforts. I also appreciate

your efforts to check the water, vacuum, and clean the filters. That certainly helped speed things

along. Unfortunately, things take

time. That is why I laid out a plan last

week for installing the French drain and then inspecting the pool bottom and

fixing the wrinkles in the liner. Through

email we tried to work this plan out and was scheduled to implement the first

step (Extending the French drain to the storm sewer) on Friday, However,

through your responses I felt that we were not able to agree on the cost, time

frame, or delivery method of water. Since

we were in disagreement I had to cancel the job. I am still available and willing to do the

necessary work and will happily do so once we are able to come to an agreement

on these issues.

Please review my emails last week which describe my plan

for handling the French drain, wrinkles, and pool bottom issues. Once I have your approval, I can schedule the

work to be done.

Sincerely,