I have reviewed the response from Pulliam pool president and I understand and I have no problem waiting the time she requested to allow her person to meet with me and my wife
Because the homeowner stated several different things, and I have been asked to provide any pertinent information, I am addressing things in order of the history of the projectMr [redacted] signed the contract to build a pool from Pulliam Pools on September 10, (Exhibit A), including “and warrants that all oral representations are contained therein”Warranties were outlined on the back of the contract (Exhibit B)Mr [redacted] signed the Contract Checklist (Exhibit C), and initialed the following two sections: (1) TEXAS SOIL CAN SHIFT and swell, and shrink And when soil moves, so does your pool Additionally, your deck can crack and/or lift or settle No pool builder or contractor can do anything about thisMost damage to decks, retaining walls, etc., is a result of soil movementSoil movement is not covered under our warranty (or any other pool builder’s warranty)This is different from the lifetime structural warranty on the Gunite shell of your pool (Exhibit D); (2) From past experience, we have determined that chemical soil injection under the pool and under decks will substantially lessen the effects of clay soil swellingDo you want this service as an additional cost? Please Circle Yes or No Mr [redacted] circled “No”Pulliam Pools does care about our customers and what might happen down the road because we warranty our p***uctIt does not make sense to build something that will cause future repairsPer Mr [redacted] ’s pool designer [redacted] ***, he said that soil expansion and suggested soil injection were discussed with the customerMr [redacted] declined itWe can only make suggestions and/or recommendations to customersWe CANNOT make them spend more money on a project if they decline recommendations Consequently, we cannot incur additional warranty costs because a customer declined a recommendation.MrNewton later added decking to the original decking installed by Pulliam Pools and he or his contractor doweled into the deck poured by Pulliam Pools His new deck has since cracked due to ground movement as wellWe do not know if that attached decking caused the original decking to crackOur deck was installed to ensure water drainage slope around the deckBy adding additional decking, this drainage may have been impactedPer Exhibit B, it states, “In the event that a party other than PULLIAM alters work performed by PULLIAM, all warranties will be voidedBUYER assumes all responsibility for any damage to work performed by PULLIAM, or damage to work not performed by PULLIAM as a result of alterations to grading or drainage as originally established by PULLIAMWalks, pool decking, retaining walls, and pool finish color are excluded from this warranty.”When Mr [redacted] signed the Structural Warranty Page (Exhibit D), he added a note: “Gunite was shot at freezing temperatures-dated 2/4/14.” His implications that this caused cracking is not justifiedI asked the General Manager of [redacted] to provide a letter stating their information on the job on the date of GuniteI have attached that letter (Exhibit E) Temperatures were not a factor in any pool cracks Ground movement caused them.Pulliam Pools wants our customers to be happy, so we are willing to replace the deck installed by Pulliam one time on the condition that Mr [redacted] purchases soil injection for the projectSince he stated in his complaint that, “ if they (Pulliam) would have told me that I needed to have the treatment then I would have bought it.” This is our entire offer regarding the deck.Pulliam will also have our plaster company try to smooth any patching that was done.We hope this will show our customer that Pulliam truly does care about what happens after the sale
First, we apologize wholeheartedly. This was something that needed our immediate attention and my customer service rep did not communicate that to his manager, [redacted] . [redacted] has already made contact with the client and made arrangements for us to go out. Pulliam has always prided itself on... customer service, so that report has deeply affected us and we are going through the basics again with all our staff. We cannot apologize enough for the error in judgment of our employee and will make sure our client's concerns are fully addressed.
It is always difficult when there is a he said, she said situationWhile we trust our employee's to be truthful, we have no desire to combat a customer who we value.Pulliam Pools agrees to install the Hayward Aquarite system if Mr [redacted] agrees to pay $towards that system per his original complaintHowever, we will order it from our local distributor and install it Items purchased from the Internet are not always reliable or warrantable We would also respectfully request this complaint to be removed
I have reviewed the customer file at length and the history of the pool I would love to address this complaint in detail, but my Warranty Manager, [redacted] , has been on vacation and just returned todayThere are things I need to know from him regarding this job, but I am leaving town later today and will not be back until June I am asking that Pulliam Pools be allowed an additional week so that Chris can contact the customer and meet with him next week at his home to assess the situation It would be foolhardy for me to respond with a simple answer without knowing the status
I have reviewed the response from Pulliam pool president and I understand and I have no problem waiting the time she requested to allow her person to meet with me and my wife
Because the homeowner stated several different things, and I have been asked to provide any pertinent information, I am addressing things in order of the history of the projectMr [redacted] signed the contract to build a pool from Pulliam Pools on September 10, (Exhibit A), including “and warrants that all oral representations are contained therein”Warranties were outlined on the back of the contract (Exhibit B)Mr [redacted] signed the Contract Checklist (Exhibit C), and initialed the following two sections: (1) TEXAS SOIL CAN SHIFT and swell, and shrink And when soil moves, so does your pool Additionally, your deck can crack and/or lift or settle No pool builder or contractor can do anything about thisMost damage to decks, retaining walls, etc., is a result of soil movementSoil movement is not covered under our warranty (or any other pool builder’s warranty)This is different from the lifetime structural warranty on the Gunite shell of your pool (Exhibit D); (2) From past experience, we have determined that chemical soil injection under the pool and under decks will substantially lessen the effects of clay soil swellingDo you want this service as an additional cost? Please Circle Yes or No Mr [redacted] circled “No”Pulliam Pools does care about our customers and what might happen down the road because we warranty our p***uctIt does not make sense to build something that will cause future repairsPer Mr [redacted] ’s pool designer [redacted] ***, he said that soil expansion and suggested soil injection were discussed with the customerMr [redacted] declined itWe can only make suggestions and/or recommendations to customersWe CANNOT make them spend more money on a project if they decline recommendations Consequently, we cannot incur additional warranty costs because a customer declined a recommendation.MrNewton later added decking to the original decking installed by Pulliam Pools and he or his contractor doweled into the deck poured by Pulliam Pools His new deck has since cracked due to ground movement as wellWe do not know if that attached decking caused the original decking to crackOur deck was installed to ensure water drainage slope around the deckBy adding additional decking, this drainage may have been impactedPer Exhibit B, it states, “In the event that a party other than PULLIAM alters work performed by PULLIAM, all warranties will be voidedBUYER assumes all responsibility for any damage to work performed by PULLIAM, or damage to work not performed by PULLIAM as a result of alterations to grading or drainage as originally established by PULLIAMWalks, pool decking, retaining walls, and pool finish color are excluded from this warranty.”When Mr [redacted] signed the Structural Warranty Page (Exhibit D), he added a note: “Gunite was shot at freezing temperatures-dated 2/4/14.” His implications that this caused cracking is not justifiedI asked the General Manager of [redacted] to provide a letter stating their information on the job on the date of GuniteI have attached that letter (Exhibit E) Temperatures were not a factor in any pool cracks Ground movement caused them.Pulliam Pools wants our customers to be happy, so we are willing to replace the deck installed by Pulliam one time on the condition that Mr [redacted] purchases soil injection for the projectSince he stated in his complaint that, “ if they (Pulliam) would have told me that I needed to have the treatment then I would have bought it.” This is our entire offer regarding the deck.Pulliam will also have our plaster company try to smooth any patching that was done.We hope this will show our customer that Pulliam truly does care about what happens after the sale
First, we apologize wholeheartedly. This was something that needed our immediate attention and my customer service rep did not communicate that to his manager, [redacted] . [redacted] has already made contact with the client and made arrangements for us to go out. Pulliam has always prided itself on... customer service, so that report has deeply affected us and we are going through the basics again with all our staff. We cannot apologize enough for the error in judgment of our employee and will make sure our client's concerns are fully addressed.
It is always difficult when there is a he said, she said situationWhile we trust our employee's to be truthful, we have no desire to combat a customer who we value.Pulliam Pools agrees to install the Hayward Aquarite system if Mr [redacted] agrees to pay $towards that system per his original complaintHowever, we will order it from our local distributor and install it Items purchased from the Internet are not always reliable or warrantable We would also respectfully request this complaint to be removed
I have reviewed the customer file at length and the history of the pool I would love to address this complaint in detail, but my Warranty Manager, [redacted] , has been on vacation and just returned todayThere are things I need to know from him regarding this job, but I am leaving town later today and will not be back until June I am asking that Pulliam Pools be allowed an additional week so that Chris can contact the customer and meet with him next week at his home to assess the situation It would be foolhardy for me to respond with a simple answer without knowing the status