Syracuse Pool Center Inc.

To whom it may concern,Mr*** purchased a pool in May of 2015. It was installed in June of 2015. At the time of install Mr*** was informed that the liner we typically carry was not in stock. He really liked that one particular pattern so it was decided we would install the
pool with another full print liner, and at some point in the next season we would be happy to replace his liner with the one that we typically have in stock. He accepted this offer and used his pool for the season without any issues or as he states ‘bad customer service’. Understand that there is no “right” or “wrong” liner that is put in anyone’s pool. We at Syracuse Pool have simply stream lined our program and only carry one liner. Technically it is not a choice as to what liner is put in our above ground pools, but rather what we have in stock. That being said, Mr*** went ahead and drained his pool at some point this spring without contacting us first to let us know he was doing so. Unfortunately, had he contacted us prior to draining his pool we would have told him to wait. We would have told Mr*** to continue to use his pool until we could get caught up to schedule him properly. This has been the wettest, rainiest spring and summer in Syracuse in over years. It’s no secret. It is historical data. And unfortunately we were backup up weeks for installations for anything and could not get to MR***’s pool as fast as we wanted to or as fast as he wanted us to. And, the rain just keep on coming…days of rain out of for June…days out of for May….we won’t even speak about the snow in April. In June his liner was replaced with the one he so desired to have. Unfortunately, the liner had a manufacturer’s defect in the seam and the seam split (we have pictures). We did not have another one of the same liner in stock for Mr***. It was explained to him that we would have to wait for a new liner to come in from the manufacturer, or we could go to a local supplier and get a liner that was exactly what he had previousHe indicated he just wanted a liner in. Coincidentally, that liner was put in on July 3rd unbeknownst to us that he had written to the Revdex.com on July 3rd.Mr*** had purchased a pool from Syracuse Pool years ago and has received great service from our company. He came back and purchased another pool because of it. His second pool was installed and he enjoyed it all last year. There are absolutely no issues with his poolNONE. However because the weather has wreaked havoc by delaying all of our installations we now have ‘very bad customer service’. Mr*** needs to retract that statement and he needs to do it immediately on this site. That is far from the truth. We wish Mr*** only the best in enjoyment with regard to his pool he purchased last year that looks great and is functioning as it should…perfectly! And as we always do, if he has questions about water chemistry or whatever else, we are more than happy to help. Syracuse Pool Management

To whom it may concern, Syracuse Pool recieved the ***'s swim spa on December 21st, 2015. Syracuse Pool spoke directly on the phone with Mr*** on December 21st and Mr*** came into the store on Monday December 21st to verify that the spa was in
fact delivered to us by the manufacturer. At that time it was agreed that the spa was to be delivered the very next day December 22nd. Because of the sheer size of swim spas Syracuse Pool also has to coordinate with a local Towing company for transport of the spa. The spa was loaded the morning of the 22nd of December and the crew went to the ***'s home. Upon arrival Mr*** had blocked off the driveway with his Ford truck with the plow attached, not allowing us access to deliver the spa. Therefore Syracuse Pool was unable to deliver the swim spa. Our sales associate then contacted Mr*** who then indicated he no longer wanted the spa. Syracuse Pool would like to deliver the product that Mr*** purchased and attempted to do so as agreed the day before. We understand that it took the factory some time to send us his spa. Syracuse Pool has spoken to the ***'s about discounting the spa as well. Syracuse Pool had been in contact with the ***'s in October and November discussing the delays in the arrival of their spa and the ***'s were very understanding. We believe the ***'s are very good people and have been extremly patient. We would like for the ***'s to become part of the Syracuse Pool spa family and gives us the opportunity to show our appreciation for their business. As stated, we have the ***'s Swim Spa and would like to deliver the product they purchased.Regards,Syracuse Pool Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Telling the partial truth to make themselves look better is one of the reasons why I will never do business with Syracuse pool and patioI did agree to the spa being delivered on the 22nd by AMHowever when Pat the sales repcalled me at 9:AM (they are located minutes away so a 10AM delivery was not going to happen) to tell me that since it is raining, he wanted me to know that if the delivery truck was to get stuck I(the customer) would have to pay $an hour until the delivery truck was unstuckAfter waiting MONTHS to get delivery and being told it could cost me more money since it was now winter, I had absolutely no faith in Syracuse pool and patioAlso when I spoke with Pat on the first phone call I told him to cancel the spa I no longer wanted anything to do with the companyHis reply was "Okay no problem I will have Bill call you with the details"I waited almost hours with no phone call back, I then called the company to speak to Bill and was told that Pat was on his way to deliver the spaI told them I did not want delivery and to call Pat to tell him he is not allowed on my property, I want nothing to do with their companyI then called Pats cell phone repeatedly with no answerI left him messages that I did not want the spaI then blocked the driveway because once the spa was on my property I would be stuck dealing with that horrible companyWhen Pat did arrive at my driveway he finally called me backI recorded the phone call, Pat insulted me then threatened me and disconnected the callI have the recording still and will provide it to whom ever wants to hear it. Since filing the complaint Ashley at Syracuse pool and patio has assisted us with getting a refund on our down paymentAshley is the only person from their company that showed any concern about how we feelSince we have gotten a refund we are done with Syracuse Pool and PatioThere is truthfully nothing they could do to get our businessAlso I haven't heard from the business owner at all I want anyone reading this to know the full truth and future customers to be leery when doing business with Syracuse Pool and Patio
Regards,
*** ***

In April of 2014, Syracuse Pool was contacted by [redacted] to provide him an estimate to repair his neglected pool on [redacted] Pulaski, NY and get it operational.  Upon initial inspection, the oval in-ground swimming pool had been installed decades ago and was empty for a...

significant amount of time.  The walls were rusting and the pool floor had been eroded due to their exposure to the elements.  The plastic coping was cracked and due to the cracking / movement of the perimeter concrete decking, the coping was also being bent back off the top of the steel wall panel.  The only way to completely repair the coping would be to jackhammer out and remove all of the concrete decking, replace the coping with new extruded aluminum coping and pour new perimeter concrete decking.  When given a rough cost of this work, the customer decided not to pursue that option.  We were told to include repairing, not replacing, the coping as necessary to allow for the replacement of the pool liner.  Not knowing whether the pool plumbing lines had been winterized at the time the pool had been abandoned, a pressure test of each line was necessary.  After receiving our initial estimate, Mr. [redacted] came to our store in Cicero to provide us with a deposit to get on our service schedule and select a liner pattern.   On June 12, 2014, a crew was sent to Mr. Skilinski's residence to pump the remaining water out of the pool, remove debris from inside of pool and pressure test the lines.  The skimmer body was damaged and the skimmer line was found to be bad.  The customer was made aware of our findings and agreed to the repairs and the additional expense. Starting on June 18, 2014, Syracuse Pool began the process of replacing the skimmer, skimmer line, installing new pool floor and re-plumbing the lines and equipment at the filter pad.  To replace the skimmer body, a section of the concrete decking was cut out.  On most jobs, we include the replacement of this concrete once the new skimmer is installed and the area is backfilled.  Mr. [redacted] made us aware that he needed other concrete work done around the pool and house so he did not require us to replace the concrete section around the skimmer.  In preparation of the liner installation, the liner track portion of the coping was inspected.  Where it was cracked or broken, we installed plastic liner extrusion to accept the liner bead.  Due to the extrusion being a repair, it was not flush with the old coping and liner track.  This is a common repair done to old in-round pools with damaged plastic coping.  You can see and feel where the new track starts and stops, but due the way we prep the area and it being made of plastic, it poses no harm to the structural integrity of the pool’s vinyl liner.  In areas where the coping was being pulled upward and outward from the stress of the concrete, we covered the bowed plastic with layers of duct tape to protect the liner.  The rusting steel wall panels were covered with a layer of wall foam to protect the liner from any sharp protrusions of the corrosion.  The new pool liner was installed and the pool was filled with water in the end of June 2014. On July 9, 2014, Syracuse Pool delivered chemicals and maintenance equipment to Mr. [redacted] and had an employee provide him with a demo of the pool operation and maintenance, as they ([redacted]) had no previous pool ownership experience.  The balance due for all pool work to date was paid by Mr. [redacted] to Syracuse Pool. At the end of the summer, Mr. [redacted] inquired about the installation of a safety cover for his pool for the winter.  We measured for the cover on September 10, 2014 and noticed that there were two existing sets of brass anchors previously installed in the concrete deck for older safety covers.  On October 8, 2014, the pool was closed and the safety cover was installed.  There were a couple of safety cover straps that did not line up exactly with the brass anchors, so Syracuse Pool drilled and installed new anchors where necessary on October 15, 2014.  The invoice for the safety cover and pool closing was then paid by Mr. [redacted] to Syracuse Pool. Syracuse Pool never received any type of communication from [redacted] having any issues with the pool work performed since we completed the cover installation in October of 2014.  No contact or issues throughout the entire 2015 calendar year.  No contact or issues throughout the entire 2016 swimming season.  In September of 2016, [redacted] left a message for our service department about some issues with a faulty pool repairs.  We scheduled an appointment for one of our crews to meet with [redacted] and see what we had done wrong.  One of our employees on this crew happened to be one of the service techs that worked on these pool repairs initially with [redacted].  It was reported back to me that [redacted] was no longer involved with this property and [redacted] was upset about some of the repairs performed.  In order of her complaint, here are my findings.  Lack of concrete around skimmer body – Over two full years after we completed our work, [redacted] became aware that there was no concrete around her skimmer area.  She was told correctly that ‘we usually put the concrete back if we cut it out’.  However, [redacted] told Syracuse Pool that he would arrange for this portion of concrete to be replaced.  Why would a customer pay us in full for the repair work and then hire us again two months later to close their pool with a new cover if they considered the job incomplete and expected us to come back?  Clearly there was an understanding between Mr. [redacted] and Syracuse Pool as to who was responsible for this area of concrete. 12 inch section – As explained above, a repair was made where the coping was broken and incapable of securing the liner.  We installed plastic liner extrusion, not a ‘piece of steel’.  Yes, this section does protrude slightly as it is not possible to sit flush with the old coping.  The plastic extrusion is trimmed on the ends and the securing screws are covered with duct tape to protect the liner from premature wear. Screws that are showing on the stair section –The faceplate screw heads for the stair are visible, just as are those on the skimmer and return faceplates.  The manufacturer of the step does make a trim kit that will cover the screw heads of the step faceplate.  This trim kit was not present when our repairs were performed.  We do stock these trim kits and we will gladly mail one to Ms. [redacted] for her to install as it just presses in place and does not require a professional installation. Add wall foam – The walls are already foamed.  The areas of the old plastic coping that are protruding into the liner do not need to be foamed as they are covered with duct tape and pose no harm.  Called to request paperwork – The beginning of her complaint (starting with ‘Work to include…’) lists verbatim, the line items on the work proposal / estimate provided to [redacted] in April of 2014.  So she obviously has the paperwork in her possession.  A new copy of this estimate can be mailed to Ms. [redacted] if she wishes to receive another one. All work performed on this pool was completed as requested.  It was done in a professional manner and Syracuse Pool stands behind our workmanship.  Should there be a need for any actual repairs to be done at this time, we would certainly address them.  In this case, an invalid argument was raised by Ms. [redacted] and she was not pleased to be told that she was incorrect.  We did not start any conflict with this customer nor do we wish to be part of one at this time.  Our employee respectfully asked that she stop calling our store with unjustified complaints.  Sincerely, William C. O[redacted] President

To whom it may concern,      Ms. [redacted] did purchase an above ground swming pool from Syracuse Pool on 5/16/17.  At that time it was explained to Ms. [redacted] that Syracuse Pool does not install pools but does know contractors that do, and would be willing to contact them...

to make them aware that Ms. [redacted] would like for them to install the pool.  It states on our contract that the price that is paid is for the POOL ONLY, and the installation is to be paid seperately.  Unfortunaetly this has not beeen a good year with regard to weather, and the installers are behind in their installations.  From what we are told from installers, jobs that typically can be done in a day are taking 3 and 4 days to complete.  This should be no suprise to anyone that lives here in and around the Syracuse area as we have had unprecedented rain.  For instance, it has rained 23 out of 30 days in June.  In the last week of June we registered over 3.7 inches of rain.  Thats only for the week.  April and May were the rainest months on over 100 years.  Even our competitor went on televsion to try and explain to people that the weather was proving to be impossible to get jobs not only done, but done right.  None of this is a secret.  Its all historical data.  Forget the fact that the we have had multiple flash floods in Auburn, Moravia, Elbridge, Syracuse, Jamesville, East Syracuse,...the list is endless.  I will attach pictures of it.  As far as Ms. [redacted]'s father calling the store, she unfortunately has her facts wrong.  Mr. [redacted] has called and been verbally abusive to anyone that answers the phone from the time the phone is picked up.  He would constantly use vulgarity and was completely inappropriate.  The only person that was rude on the phone was Ms. [redacted]'s father.  It is completely unacceptable the way he conducted himself.As far as Ms. [redacted]'s statement with regard to the installer Ken, I can not comment on this as I was not on the phone or part of the conversation.  Ms. [redacted] has the pool in her possesion and if she chooses to have some other installer put her pool in she is free to do so.  She has not paid Syracuse Pool for any installation.  I do know that Ken has integrety and does do great work when he is on site and would do the job well.  As an aside, we understand that everyone is anxious to have their pools installed.  However as much as everyone would like to blame the pool company for the rain, it needs to be understood that we can not control weather.  Also, when it rains for four or five days straight, and you have one or maybe two decent days after, and then it pours again for another however many days, it does not necessarily mean that in those two nice days it was possible to anything.  The ground is so saturated that unfortunately just about every business that has do just about anything with reagrd to digging, or landscaping, or constructing of any kind, is way behind.Syracuse Pool will reach out to Ms. [redacted] once her pool is installed to try and help her with compensating her with respect to chemicals, etc as we do feel bad that the weather has made this a diffucult spring/summer.  We hope that Ms. [redacted] understands that we at Syracuse Pool did do our job.  We are not installers, and we are not God. Syracuse Pool Management

Upon looking into this matter, we have found that [redacted] is correct in that she was never reimbursed for her swim spa that Syracuse Pool agreed to sell for her.  However, Ms. [redacted] claim that she is owed $9000.00 is inaccurate.  According to our notes, the amount agreed upon was...

$6500.00 due to fact that the swim spa was used and the freight / delivery costs incurred by Syracuse Pool.  That being said, Syracuse Pool will issue a check to to Ms. [redacted] in the amount of $7000.00 by 5/19/2017.  We apologize to Ms. [redacted] for our oversight in this matter and we appreciate her tremendous patience.

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.
The two individuals who came out to look at the pool also installed the pool one of the men stated that the only thing he could do about the protruding liner was to install foam walls. The installation of foam walls was part of the original work scope. I had a gentleman  come out to look at my pool from [redacted] pool from Oswego, N.Y. after a review and physical check of the walls he informed  me that there was  no foam present  in walls of my pool. The gentleman from [redacted] Pool stated facts by what he observed and at no time embellished on the workmanship. One of gentleman from Syracuse Pool "the individual who did the work" said to me that he wasn't  prepared to pour the concrete around the skimmer and that he would have ran to the store to get it as they usually pour concrete back in when they rip it out. Since then I spoke to [redacted] regarding the concrete around the skimmer and John stated that he never said anything about pouring concrete around the skimmer. John also stated he would attest to that statement if he is needed.
Regards,
[redacted]

February 9th 2017To whom it may concern:[redacted] visited our booth at the New York State Fair and purchased a spa.  She indicated to the salesman that she wanted a round spa that could run 110v and had more jets than the current spa she had.  The salesman showed her a floor...

model spa that was in our booth called a Seabreeze.  She decided to purchase the floor model and she was told that we start delivering the sold FLOOR MODELS, including the spa that she actually “saw and touched”, on Monday the 12th of September.  As it happened, Ms.[redacted] was one of the first deliveries after the Fair and she received her spa on Monday September 12th.  She indicated in her letter that she “was promised set up and did not receive such services.”  Quite to the contrary, Ms. [redacted] did receive delivery and set up.  It was explained to Ms. [redacted], as is also stated on her contract, that Syracuse Pool does not do any electrical work, or supply water to fill her spa.  Syracuse Pool does deliver the product to the home and set it in place where the buyer wishes the spa to go, provided there is proper access to that location. We also include in the set up the removal of all the spa wrapping, the assembly of any steps or lifters, removal of the cover from its box and place the cover on top of the spa.  We then give a review of both the chemicals and the functioning of the spa to each customer.  What we do not do is any electrical work, whether it is wiring or plugging a spa in, because we are not electricians and we do not know if the outlet or the wiring to that outlet or sub panel box is done correctly.  God forbid we plug in a spa and the wiring that leads back to the main breaker is done incorrectly and a fire starts.  That is why SYRACUSE POOL PUTS ON THE FRONT OF THE CONTRACT that the homeowner is responsible for ALL the electrical. It is also on the BACK of the spa contract that she signed.  We also do not fill spas.  We explained to Ms. [redacted] how she should fill the spa. Ms. [redacted] purchased the exact spa she was looking at which sat on the booth floor.  She received the exact color, cabinet, number of jets, etc. that she purchased.  She indicated that the jets would not turn on because there was an air lock.  From time to time we return to spa customers’ homes to help release the air lock that can occur after filling.  About 95 percent of spas don’t have an air lock issue.  However, we are more than happy to come out to rectify the situation should it arise.  In the case of Ms. [redacted], we did make a trip to her house, THE VERY NEXT DAY.  When we were there, we even went so far as to review the chemicals and functioning of the spa again to make sure that she understood the proper operation and maintenance of her new spa.Over the next few days Ms. [redacted] called Syracuse Pool and verbally harassed the employees requesting her money back because we did not fill and wire her spa.  She kept telling us that we have terrible customer service and she didn’t get what she was promised.  She would call multiple times a day harassing our employees.  At one point she spoke with our VP/GM who told her he would discuss with all the parties involved in the sale and the delivery of the product and would return a call to her later that afternoon.  Ms. [redacted] proceeded to call every hour complaining she had not heard from anyone.  Again, making threats and verbally harassing our employees.  At approximately 2pm that afternoon, our VP/GM called Ms. [redacted] back and informed her that she was given everything that she had purchased and that we did not appreciate the verbal harassment and threats.Ms. [redacted] purchased a floor model spa from the Syracuse Pool booth at the New York State Fair.  She in fact received that floor model.  She was told that our first deliveries would take place on Monday September 12th, and her spa was in fact delivered on Monday September 12th.  Syracuse Pool set the tub in place where Ms. [redacted] requested.   We also took the time to review the spa functioning and chemical program not once, but twice.  Ms. [redacted] indicated that the spa jets would not turn on due to an air lock in the system and Syracuse Pool went the very next day to rectify the issue. Syracuse Pool has been in business for almost 50 years.  We pride ourselves on our customer service and the products we sell.  Ms. [redacted] has purchased a wonderful product and we are here to help service her.  We don’t however wish to be screamed at and threatened on the phone nor should we have to waste the Revdex.com’s time when there is no issue.  Syracuse Pool Management

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.
Regards,
[redacted]
We are appalled with the response received from Syracuse Pool and Patio.  Extremely unprofessional and poor customer service.  What threats were made?  That we were going to contact the Revdex.com or channel 9 news?  Extremely offended by your accusations.  I also said on voicemail that we would appreciate Bill or Garret to come to our home to see what a mess our pool had been left in by subcontractor Ken L[redacted].  Calls never returned.  Several attempts made to contact owners via telephone.  Marty and I were very courteous and patient when this whole nightmare began.  We were fully aware of the weather conditions.  Marty and I stopped at Syracuse Pool 5/30/15 and spoke with Bill one of the owners.  He in turn called Ken L[redacted] and stated he would be at our home 6/2/15 to drain the pool and 6/3/15 to repair panel.  Marty was going out of town so we rem[redacted]d winter c[redacted]r per Bill's request 6/1/15.  We had our hose attached to outside faucet and electrical power cord available if needed.  Ken L[redacted] never showed up after many calls to him and never responded until Marty called from North Carolina, per the conversation Ken stated he wasn't going to do our pool.  If you tell someone your coming to do repairs on certain dates stated by installer Ken L[redacted] I would presume you would.  Weather was great both days.   If Ken L[redacted] would have done his job properly this conversation wouldn't be happening.  No communication between Syracuse Pool and owner in regards to installer.  If you have outside contractors you should be responsible for them performing service stated.  Ken came with the wrong panel so unable to replace panel.  Pool already had been drained.  If you have been assembling and repairing pools for 30 years common sense would measure the panel to see if you had the right one before draining the pool.  Ken never returned.  Never called and said when he would be back.Excavation had to be done due to fact so much rain pool got off it's track per Garret.  So many promises with no results.  When panel finally replaced with the right panel Marty did pool start up.  Skimmer did not leak for two days until Ken came back to replace fence around pool.  Our faucet in the back of the house did not leak prior to Ken L[redacted] hooking up his hose to fill the pool.  If he would have called us we would have had our hose attached for him to use.  Once again no communication.  Spoke with Bill one of the owners about this situation and he replied that's why Ken L[redacted] has insurance.  Marty replaced dirt where excavation had to be made.  Marty just had major back surgery in March but had no choice due to the fact started to rain and didn't want repeat problem.  We have already had to spend [redacted]r $350 for skimmer, diver, faucet topsoil etc..  We borrowed the neighbors hose so we could fill the pool with two hoses to also eliminate any further problems.I would like to reiterate that I did apologize to Denise when we came to store to pick up start up supplies.  Must have slipped her mind.  Marty and I both feel that we are owed a public apology for all the distress this caused to our whole family.Rarely  anyone available with authority to answer questions at Syracuse Pool and Patio.  Denise stated to me that she was just a part time employee.  Whatever happened to good customer service to please the customer?  As stated prior this was the second pool purchased at Syracuse Pool and Patio.  There are other pool companies in the syracuse area where we will  be purchasing anything we need for our pool.  We were curious why this unprofessional letter wasn't signed?Regards,[redacted]I want to add an addendum to previous reply from Syracuse Pool and Patio.  We never called and stated new skimmer was leaking we said pool was leaking.  We have voicemail on answering machine from Ken L[redacted] stating he was calling because we had called because pool was leaking.  Please get the facts straight.  That's when we hired a diver to see where leak was.  I would like to know where you got the wrong information?

To whom it may concern,The [redacted]'s called Syracuse Pool sometime in March and indicated to us that their pool had damage to it caused by the harsh winter.  Unfortunately for the [redacted] and many others, the winter was a long a difficult one for many pools to endure.  So long it lasted...

into May of this year.  Because the weather was so terrible through April and into May, and the fact that approximately 150 people had called prior to the [redacted]'s call to inform us of their pool damage, it delayed all repairs that were to be done.  [redacted] states in her letter that her pool was under warranty.  The warranty for the [redacted]'s pool DOES NOT cover winter damage.  It DOES NOT cover LABOR either.  What it does cover is the wall saver panel only, that was installed on their pool.  It is clearly stated in the manufacturers warranty.  It appears as though the [redacted] are confused as they believe it is a Syracuse Pool warranty and everything is free.  It is not.  Documentation can be provided.  To date, the [redacted]'s have not paid any labor costs for the repair of their pool.  We started the repair process in the beginning of June.  As you well know, and it is well documented, the rain in June ranked as the 3rd worst month in 100 years.  It proved very difficult to work on the [redacted]'s pool much less anyone's pool.  So much so that the dirt that surrounded the [redacted]'s pool fell into the walls knocking the wall out of the track.  The [redacted]'s pool is a good two and a half to three feet in the ground, which means that now there is even more labor involved as it needs to be what is referred to as 'dug back'.  This is also not covered under warranty.  This labor is still not paid.  As a courtesy to the [redacted]s, the installer also tried to save their liner.  What do we mean?  Whenever their is winter damage near the skimmer and return and a replacement panel is required to be put in, the liner also has to be changed out because not all the skimmer and return holes line up exactly and the vinyl shrinks.  So in an effort to save the [redacted]'s even more money, the installer worked to match up every hole in that liner to the new panel.  NO easy task mind you.  Go ahead and try it.  Apparently Liverpool Pool and Spa couldn't do it when they changed out the skimmer because she states her new skimmer is leaking.  Which brings me to another point.  In her statement [redacted] blames the installer for her leaky skimmer.  She even went so far as to call the store to say that the installer broke it on purpose.  This is absolutely ridiculous.  The [redacted]'s skimmer has a hair line crack in it.  The reason there is a hairline crack in it is because when the water froze in the skimmer over the winter, the water expanded and cracked it.  That heavy ice in the skimmer is also the reason why the wall saver folded and she needed the repair in the first place.  Common sense.  But apparently the [redacted]'s are tossing all common sense out the window.  She indicates in her letter that the installer broke her outdoor faucet.  This is also ridiculous.  First there was no hose near the faucet.  Do you know why?  Because it was broken before we even got to the [redacted]'s house.  When the installer went to use it, not knowing of course it was broken, it leaked.  However, [redacted] would have you to believe that the installer sabotaged her faucet as well.  Unfortunately the work on the [redacted]'s pool took longer than anyone wanted.  The weather played an huge roll with respect to completing all projects.  Throughout this entire process, [redacted] was rude, threatening, and foul mouthed.  She would call, scream, say obscenities to all our staff and then hang up.  She would like for you to believe that Syracuse Pool employees were impolite to her.  This is totally not the case.  We even have some of her voice mails saved.Syracuse Pool requests that the [redacted]'s pay for the labor for the wall saver repair as it is stated in the legal warranty document that they have and or can be provided.  To date the only thing we have received from the [redacted]'s are verbal abuse and threats.  She has caused mental anguish on much of our staff.  Syracuse Pool will no longer service the [redacted]'s pool without a public and written apology. Syracuse Pool Management