Pristine Pools

I recently had an issue with a mosaic and some adjacent plaster coming loose in my pool One of my contacts to get help was Matt from [redacted] He located the plaster that was used on my pool and got me in touch with someone that could fix it at no charge Matt was very friendly and professional and I greatly appreciate his extra efforts to get my problem fixed Great job Matt/ [redacted] ! Thanks

Hello [redacted] Please see the email communication beginning at the very bottom between myself, and [redacted] Regarding the statement of his problem, Mr [redacted] never once mentions he would leave a winter closing kit to “save a few dollars”The customer accepted our closing price, and that includes all chemicalsWe certainly wouldn’t assume that he left a “kit” out for our use, because it is not a typical practiceMr [redacted] also did not mention he had previously purchased an automatic chlorinator dispenserI received his complaint email, and immediately the owner (not myself) Jonathan called him that SundayJonathan was very apologetic about any confusion, and offered to make the situation rightThey both agreed to satisfy Mr [redacted] , we would resend a technician Monday October 9thThe technician would address his issues (1) Remove the filter for him, so he could house it himself for the winter(2) The technician would also remove & retrieve the auto chlorinator we purchased to install, and install the one he purchased on his ownAt which point we would then refund him the $for the auto chlorinator he purchased through usTo go above and beyond, Jonathan offered to give him a discounted rate for his future pool openingThe issue is when we resent the technician, just as promised the morning of 10/9, they did not answer their doorJonathan called Mr [redacted] , and left a message that still hasn’t been returnedOur technician also taped a note on the door so the customer would in fact know we were thereSo at this time a refund was not issued because he still has the equipment, rightfully so because we charged him for itIt also would not be for $85, but only $I’d be willing to refund this customer the $45, without collecting the equipment, and dissolving the customer relationshipWe take a lot of pride in what we do, and to make him happy, we were very willing to do what he wantedMr [redacted] could have contacted us to let us know he would not be homeI believe he didn’t, to avoid a cancellation feeAs it seems he was very unhappy with pricing of service, after it was completed, all though we fully disclosed and he agreed toI even waived the 3% credit card processing fee, but that went unnoticed Thank you kindly for your time in this matterJessica M [redacted] Pristine PoolsOperations Manager [redacted]

Pristine pools is fantasticMy pool was neglected for about a yearA swamp looked betterMatt had my pool up and running and looking fantastic as sticky in daysGreat customer service

Mr*** has been taking care of my pool for the past four yearsSome of the services he has performed have been replacing my pool pump, plumbing a new filter system and completley remodeling my deck drainHe is totally reliable and extremley knowledgable and in my opinion able to troubleshoot a myriad of problems

I recently called *** of Pristine Pools for an algae problem that has plagued me for months *** promptly came to the house talked over options, made his suggestions and within hours I have a crystal clean pool back This is not the first time I have consulted *** for his expert opinion as I always find him available, knowledgeable, and ready to fix the problem My recommendation of Pristine Pools for any pool maintenance or repair is overwhelmingly positive

Matt from Pristine pools is an extremely talented pool contractorHe restored my pool that I thought might have had to be demolished to like new conditionI would not hesitate to recommend him for any aspect of pool work
Eric R

I recently had an issue with a mosaic and some adjacent plaster coming loose in my pool. One of my contacts to get help was Matt from [redacted]. He located the plaster that was used on my pool and got me in touch with someone that could fix it at no charge. Matt was very friendly and professional and I greatly appreciate his extra efforts to get my problem fixed. Great job Matt/[redacted]! Thanks

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.
I just reject their statements which are just not true. I have attached the e-mail string between myself and Pristine Pools and have highlighted the text where I stated that I had the clorinator coming in and that I wanted it installed onto the PVC pipe/line leading from the pump. They installed their own (which I did not need) and installed it not according to my wishes and instead installed it off-line with some flimsy rubber tubing and not directly in-line with the PVC. I and my wife are willing to submit an affidavit attesting to the fact that no-one showed up at our door on Oct. 9th as was scheduled. We waited for them at the house until 1pm. We were told that they would be at our home "first thing on Monday morning." There was absolutely no note left on our door by the technician. According to my phone records we did receive a call at 4:08 pm on the 9th (we were on the highway to Virginia at that time) from [redacted], but was not familiar with the number and was driving, so did not answer the call but I can assure you that there was no voice mail as was stated in the business reply. I can take a photo of my cell phone record which will show that no voice mail was left. At this point I do not appreciate the dishonesty contained within their reply and am more than able to provide the evidence to prove what they have stated within their reply is not factual. This whole situation was indeed not my fault and I reject any insinuation that it was.
Regards,
[redacted]

Good Morning,As of today, Friday October 27th, 2017 this customer has been refunded $45. The refund was issued for an automatic chlorinator Pristine Pools installed, and this customer still has. Per my previous email sent (below) all of Mr. [redacted]’s complaints were previously addressed. Any further communication regarding this issue can be sent to the office of:[redacted] [redacted]Thank you for your time in this matter.Jessica M[redacted] Pristine PoolsOperations Manager [redacted]

Hello [redacted] Please see the email communication beginning at the very bottom between myself, and [redacted]. Regarding the statement of his problem, Mr. [redacted] never once mentions he would leave a winter closing kit to “save a few dollars”. The customer accepted our closing...

price, and that includes all chemicals. We certainly wouldn’t assume that he left a “kit” out for our use, because it is not a typical practice. Mr. [redacted] also did not mention he had previously purchased an automatic chlorinator dispenser. I received his complaint email, and immediately the owner (not myself) Jonathan called him that Sunday. Jonathan was very apologetic about any confusion, and offered to make the situation right. They both agreed to satisfy Mr. [redacted], we would resend a technician Monday October 9th. The technician would address his 2 issues.  (1) Remove the filter for him, so he could house it himself for the winter. (2) The technician would also remove & retrieve the auto chlorinator we purchased to install, and install the one he purchased on his own. At which point we would then refund him the $45 for the auto chlorinator he purchased through us. To go above and beyond, Jonathan offered to give him a discounted rate for his future pool opening. The issue is when we resent the technician, just as promised the morning of 10/9, they did not answer their door. Jonathan called Mr. [redacted], and left a message that still hasn’t been returned. Our technician also taped a note on the door so the customer would in fact know we were there. So at this time a refund was not issued because he still has the equipment, rightfully so because we charged him for it. It also would not be for $85, but only $45. I’d be willing to refund this customer the $45, without collecting the equipment, and dissolving the customer relationship. We take a lot of pride in what we do, and to make him happy, we were very willing to do what he wanted. Mr. [redacted] could have contacted us to let us know he would not be home. I believe he didn’t, to avoid a cancellation fee. As it seems he was very unhappy with pricing of service, after it was completed, all though we fully disclosed and he agreed to. I even waived the 3% credit card processing fee, but that went unnoticed.  Thank you kindly for your time in this matter. Jessica M[redacted] Pristine PoolsOperations Manager [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I do not accept the fact that this business lied concerning what they said and what they did and we did consider hiring an attorney to take this business to claims court. Their dishonesty is appalling. 
Regards,
[redacted]