Neptune Pool Management, Inc.

We would like to acknowledge the complaint made by Mrand Mrs***We are a company that focus's on customer satisfactionWe have already installed fifty aboveground/inground liners with no complaintsSomething we have done over the last ten years
We see that the ***s are
unhappy with leaking water and wrinkles, this is the first we have heard about it, since the liner was installed at the end of April of When the liner was installed it went in easily and was properly installedWe did not pick up their final payment till two weeks after the liner was installed, at which time Mr*** said that the liner looked greatAs for weather concerns, the liner was installed on a warm sunny day
The concern over the steps, Mrand Mrs*** had questioned us on steps, we explained we use a reputable retailer and they sent pictures for us to show them what was availableMrand Mrs*** did not like the steps in the pictures, so they decided to go out on their ownThey found some on line that they likedAt that time we explained ordering pool supplies on line was dangerous, because you never know what you may end up withWhen the steps arrived and we looked at them, we had to explain that those particular steps were for new construction, because they would be cemented in with the walls of the poolWe realize that they spent a lot of money for those steps, so when they approached us in purchasing them, we could not, but we did however try to reach out to our retailer and others that we know and unfortunately no one had a use them
We are deeply saddened that Mrand Mrs*** are unhappy, we would be more than happy to go out to their home and address any and all of their concernsAll they have to do is give us a call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
 
In response to the above response from Neptune Pool Management,
 
While it is appreciated that our complaint was finally acknowledged, their response to the events is not factual.  The liner was not completed at the end of April 2014.  It was almost finished, but workers were coming back throughout the following two weeks to complete small tasks.  After the two weeks had passed, the only thing left to do was smooth out the wrinkles.  At this this time, I made the final payment.    We were assured by the main worker, that he would be back to smooth these wrinkles.  He did not smooth them at the time because he had to actually get into the pool do complete this task and was unable to as the time. 
During the month of May, leaking began and wrinkles remained.  Before this initial complaint to the Revdex.com was made, we contact Albert by phone to see the progress of someone coming back to address the wrinkles and leaking.  He assured us that “1 inch per day is normal leaking”.  We told him that was not true and someone needed to come address the issue.  He said that someone would be out to our home.  After a week of no contact and no Neptune Pool Management representative coming to our home, we decided a Revdex.com complaint was warranted. 
The steps concern is not true as well.  Albert told us that he called the company that we found the steps, as he thought he might get a discount as a pool supplier.  He did not get any discount and said that we could order them.  He had dimensions and instructions emailed to him, prior to the steps being bought.  He said it would be no problem.  However, when the actual workers of the pool saw the steps, they immediately said they would not work. 
These is a huge discrepancy in communication between Albert and his workers.  Albert says one thing and does not relay it to his workers, who are here all day to do the work.  This is why I feel strongly about the need for this Revdex.com complaint.  The fact that they would blatantly reply back with untruthful events is discouraging.  We have contacted them prior to this complaint, spoke with Albert personally, and he did not follow through with what he said would be done.   These actions do not display their dedication to customer service.

Albert is a liar. They hounded me for the money to start the job..Once he got the check he was finished... He didn't do anything he put on his contract.. He also covered my pool with a trash bag and tarp .. And told me I couldn't afford the safety cover.. Please don't fall victim to him.. He has law suites pending.. Stay away from him

Review: At the point in time, our brand new pool liner is not installed properly. It is leaking water from somewhere, as the pool keeps loosing water each day. In addition, there are many wrinkles in that liner that have never been smoothed out. Before we signed the contact to have the liner installed, neptune pool management was prompt in answering questions and seemed professional. However, after signing the contract, they have proved to be unprofessional. First, our liner was installed right after many days of raining. I addressed this to the owner that I was very concerned about having my liner installed so soon after a storm. He assured me this was normal. We had many discussion regarding pool steps to be installed. He showed us what he had available and we had wanted something bigger. He asked us to find a picture of what we wanted. I found steps that we like and were available to purchase. He called the company, was given installation instructions, measurements and dimensions regarding these steps. Albert verbally told us to buy these steps. When the steps arrived, he said they could not be used and he would not give us money towards them. These steps were 1500.00. Towards the end of our liner installation, the man installing the liner said that he would be back within the next few days to smooth out the wrinkles in the liner. This was told to us in May. It's been over a month and NO ONE has showed up to smooth the wrinkles in the liner. In addition, the pool has been loosing water each day since it was installed. We are not sure why. We do not know if there is a tear, we do not know if it is because it was installed incorrectly, we do not know if it is because the wrinkles were never smoothed out. We called exactly 1 week ago to Albert to inform him that no one ever came by to finish the liner. He said someone would be over and no one has. We have spent money getting this liner installed, which is not done correctly. We have put money out filling our pool up with water for over a month. We are also out the money from the steps. This company has been very unprofessional.Desired Settlement: I would like refund on my liner and installation of return lines. We would like to hire a new company to problem shoot the liner wrinkles and leaks. This company has proven to be unprofessional and I do not trust them working on my pool any longer.

Business

Response:

We would like to acknowledge the complaint made by Mr. and Mrs. [redacted]. We are a company that focus's on customer satisfaction. We have already installed fifty aboveground/inground liners with no complaints. Something we have done over the last ten years.

We see that the [redacted]s are unhappy with leaking water and wrinkles, this is the first we have heard about it, since the liner was installed at the end of April of 2014. When the liner was installed it went in easily and was properly installed. We did not pick up their final payment till two weeks after the liner was installed, at which time Mr. [redacted] said that the liner looked great. As for weather concerns, the liner was installed on a warm sunny day.

The concern over the steps, Mr. and Mrs. [redacted] had questioned us on steps, we explained we use a reputable retailer and they sent pictures for us to show them what was available. Mr. and Mrs. [redacted] did not like the steps in the pictures, so they decided to go out on their own. They found some on line that they liked. At that time we explained ordering pool supplies on line was dangerous, because you never know what you may end up with. When the steps arrived and we looked at them, we had to explain that those particular steps were for new construction, because they would be cemented in with the walls of the pool. We realize that they spent a lot of money for those steps, so when they approached us in purchasing them, we could not, but we did however try to reach out to our retailer and others that we know and unfortunately no one had a use them.

We are deeply saddened that Mr. and Mrs. [redacted] are unhappy, we would be more than happy to go out to their home and address any and all of their concerns. All they have to do is give us a call