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This company offers inground and above ground pools, pool installation, pool repair, hot tubs, spas, outdoor kitchens, outdoor great rooms, outdoor fireplace, grills, grill islands, patio furniture & accessories.
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A BBB Accredited Business since
BBB has determined that Fairview Leisure, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Fairview Leisure, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Rob Robertson, Owner Mr. Mark Hicks, Sales Manager
Swimming Pool Contractors, Dealers, Design Swimming Pool Equipment & Supplies Billiard Equipment & Supplies Furniture - Outdoor Furniture - Retail Patio Equipment & Supplies Spas & Hot Tubs - Dealers Sporting Goods - Retail Umbrellas Swimming Pool Cover Sales & Service Concrete - Stamped & Decorative Saltwater Pools - Equipment & Supplies Outdoor Kitchens Pool Tables Sales Swimming Pool Kits Swimming Pools - Maintenance Swimming Pools- Above Ground SWIMMING POOLS & HOT TUBS Home Improvements
Products & Services
Fairview Leisure, Inc. sells the following brand(s): Alu-Mont, Aquachek, Asahi Pools, Bottelsen, California Umbrella, Cardinal Pools, Casual Creations, Coleman Spas, Hammerhead, Hayward, Imperial Pools, Jandy, Lamotte, Legacy Billiards, Merlin, Metroline, Outdoor Lifestyles Furniture, Pentair, Performance, Swim N Play Pools, Tri City Vinyl, Vinyl Works, Vogue Pools, Wilbar Pools
Fairview Leisure, Inc. offers the following product(s): Aboveground Pools, Billiard Tables, Cast Aluminum Furniture, Cushion Furniture, Grill Islands, Grills, Hot Tub Chemicals, Hot Tub Supplies, Hot Tubs, In Ground Pools, Outdoor Fireplace, Outdoor Furniture, Outdoor Kitchens, Patio Furniture, Patio Furniture Covers, Pergolas, Pool Chemicals, Pool Equipment, Pool Supplies, Pool Tables, Pool Toys, Sling Furniture, Spas, Swimming Pools, Umbrellas
Method(s) of PaymentVisa, M/C, Discover, Cash, Check, Financing
Refund and Exchange PolicyWe gladly accept returns within a 30 day period. Please see store for details. Some restrictions apply.
Alternate Business NamesThe Pool & Spa Warehouse The Pool And Spa Warehouse
Industry TipsBBB News: Home Improvement Contract Tips
10731 Reading Road
Cincinnati, OH 45241 (513) 554-0000 Directions
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Complaint Trends - Last 3 Years
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|Positive Review||5 points per review|
|Neutral Review||3 points per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Purchased a pool from them in 2014, date to be installed no one showed, called sent other installers. Did a horrible job was suppose to be up against deck left a 8 inch gap from deck to pool..Put pump up against electrical, can't back wash for fear of fire..Came and put piece of rotten wood to cover gap, still left gap and wood they used looks like it is being ate by termites..2yr olds leg went in gap, thought was broke..told no one to use pool because fear of getting sued..Pool and Spa offered no solutions, when after installation started leaking from pump and flooded neighbors yard, no one would answer phone, was told by service tech who came out 3 days later after getting message that they have caller id and didn't want to answer the "crazy ladys" calls...So insulting and disrespectful and also immature..When your flooding a neighbors yard and have no clue what to do that doesn't warrant being called names..childish..I want a full refund for the pool that no one could use for fear of being sued..I will find someone to come out and dig appropriately(which I paid extra for them to dig to butt pool against deck)which will mean taking pool down, and also adjusting so pump is not butted up against electric. This has been a nightmare. Will gladly show pictures of pump and gap so you can clearly see what my concern is about..These people were so unwilling to help rectify the shabby installation of a product that was purchased from them..So disrespectful everytime I talked to them.. People need to be aware..
Desired Settlement: $2314.30 refund plus 175.00 for fixing gap which never happened..Would also like a 500.00 compensation for a summer of no use...
Business Response: We are not quite sure what is going on here but here are the facts.
Mrs. ****** is a long time customer.
She purchased a pool and yes there was an issue with the installation date.
She called me (Rob) because I have dealt with her for years in tears that her husband had left her and she needed help.
I had an installer out there either the same or next day the installation was supposed to have taken place.
She called after the installation thanking me and saying how great we were.
After the installation was complete there apparently was a leak.
Her son came to the store and complained.
My son (Matt) literally followed him home AFTER STORE HOURS to try and repair the leak.
No "flood" was seen but there was a leak.
He went back on two occasions to repair it with other parts he needed.
Upon one occasion, Mrs. ****** mentioned the gap between the pool and deck.
She was told at that point that it was normal and that a replacement pool is rarely closer than six inches to an existing deck.
She was further told she could get a piece of wood if it was a concern to fill the gap.
She told us that "She would and could take care of it".
That was the last we heard of it until today and we never promised we would make any repairs or modifications in regards to the gap.
There has never been contact with us regarding any of this.
In fact, she was in the store purchasing products LAST NIGHT.
She mentioned the gap in the pool/deck and I told her that it was normal and that every installer quotes "No closer than six inches to an existing deck".
You have to be on the outside of the pool to install it and you cant be between the pool and deck if there is no gap.
My personal pool at my home has such a gap.
There is wood that covers it that was added after the pool was installed.
I can get pictures if required.
Dont you think the guy selling the pools would have the best installation possible?
Existing decks are problematic and each one is different. That's why we NEVER guarantee anything other that "The installer cannot get any closer than six inches".
As to the "crazy lady" comment;
My son answered the phone when she called "Hello Mrs. ******"
She wanted to know how he knew it was her.
"We have caller ID"
SHE SAID "Oh, is that so you can screen out the crazy lady when she calls".
Very tongue in cheek but apparently she remembers it different.
No one here has ever been disrespectful to Mrs. ****** and if she says my son, one of the kindest individuals I have ever know (and yes I am certainly proud of that) said anything like she claims, well she is a flat out liar, sorry.
My son in fact gave her his cell phone number to call if she needed anything. That's not something you give a crazy person now is it? He never received a further call from her to this date.
As to her settlement;
There is no defective product and no claim to that is made. So there will be no refund of the pool or components.
As to the installation, was it late? Well yes as were almost all of the installations this year.
There were a total of 8 work days in May and only 4 in the first two weeks in June that were not rained out.
That makes for a tough install time frame but we are sorry there was a delay.
There was never any representation that the pool would but up to an existing deck and the customer said that they themselves would attend to putting a board over the gap.
We never supplied a board.
We never charged extra for installing up to the deck.
If she paid someone for this, it was not us. If she paid a subcontractor to do extra work on the side, that would be between them.
I certainly cant refund her money she never paid us.
So, no, we wont be refunding the $175 for fixing a gap we never said we would fix and never were paid for.
As far as compensation for not using the pool;
We don't believer for one minute that the pool went unused all summer.
There would have been a flurry of phone calls and complaints if that were the case.
If she didn't use the pool this season it was because it was a cooler than normal year and everyone that walked into the store complained about cool water, not gaps between decks.
No refund will be given for loss of use, sorry.
Better Business Bureau:
Robs opening comment is quite honestly despicable and dignify with a response. As far as the leak? My son did go up there and no one followed him home. You have to understand my neighbor came over (his yard was being flooded) and rigged it so it stopped leaking till Pool & Spa would come to fix. After 3 days water was turning green, so yes my son went up there.. A very nice gentleman came the next day(4days later) and attempted to fix leaks, had to come back the following day also there were 3 leaks. He said(sorry didn't remember his name) if it doesn't stop leaking will have to replace top of sand filter might be cracked. He explained how sorry he was the were so busy with problems on installations. I even tried to offer a solution : Hire one person for after installed comes out makes sure everything is working properly, explains how to work pump, chemicals and closing. ( no paperwork was included on how to work sand filter). Also sun faded dial on sand filter so we don't know which is back wash etc) this shouldn't happen to a product that is going to be sitting in sun everyday right? I am in retail and I know how to treat customers I am also a human being and I know how to treat other people with respect. This Rob's comments are beyond reprehensible. As far as the comment "didn't see a flood" well it was 4 days later??? and pool had been shut off. As far s gap between pool and deck, they said "Sure no problem we'll butt I right up against deck, do it all the time" I was told by firt installer the same, but I had to pay extra for them to dig and it would be right up against deck. After they never showed, the other installer I explained and he said no problem. Well when they were done I went out to look at it...Let's just say I was shocked! I said I can't have this huge gap somebody is going to get hurt! So he came the next day I had to pay him to put 3 boards down which created a lip and still a substantial gap. I paid Pool & Spa for this service, they hire whomever it's on Pool & Spa to make it right. So as far as Rob's condescending comment "Don't you think the guy selling the pools would have the best installation possible" Absolutely, do you think I just made all this up! In Rob's opening statement "Mrs. ****** is a long time customer" yes I have spent thousands of dollars at Pool & Spa, bought Hot Tub, chemicals and supplies for previous pool and Hot tub...So why would anything change now for the simple fact I was great when I was spending money but when something went very wrong, I think his contradictory statements says it all. As for the this immature comment "If she says my son one of the kindest individuals" What is he talking about? If that was the tech that came out he was the only respectable one out of them all. And no cell number was ever given, I didn't even know his name I just wanted pool fixed. Can't believe all these made up stories attacks on this long time customer? Bottom line and truth: Installation was planned on 3 different occasions all cancelled in advance(keep in mind I have to request off work 3 wks in advance so honestly this cost me missing pay) which I should also request since they have chose to be so immature with these out right lies. On day of installation, took metal fence down so they would have access with backhoe to dig. Suppose to be here at 9am..no one 10am...no one 11am...no one after several unanswered calls finally said "Oh we had a lot of problems with installations yesterday so we have to finish them up today so we will try to schedule you for next week?????? On day it was suppose to be installed and you weren't even going to bother with a phone call to say can't do it??? So not Pool & Spa but someone who oversees installers called and said they had someone that could come out and do it that day. As far as Rob's comments about work days for May and June? what does this have to do with me? They changed 3 installation dates and I was very understanding even though I had already requested off work for those different days. What I am saying is THE DAY OF INSTALLATION THEY NEVER SHOWED NEVER CALLED AND POOL & SPA THOUGHT IS WAS A JOKE NO HELP WHAT SO EVER! I GOT A CRAP JOB DUE TO THIS, MY PUMP IS UP AGAINST MY ELECTRIC??? NO RESOLUTION THEY JUST DON'T CARE THEY GOT THERE MONEY. As far as not using pool, the pool is for my grand nephew and nieces and future grandkids of my own, even though I showed them gap and told them to be aware and careful, three times legs went it gap. My husbands job is in the Health and Safety field he makes sure OSHA never comes to your door! So did we not use ABSOLUTEY wouldn't risk it! continued to put chemicals in never had to clean it once it just sat there. So I did go up there I believe on 9/17/14 and no it wasn't at night(more lies) it was at 2 o'clock in the afternoon.. I went because nothing came with pool to close it(skimmer cover, plug) Thought I will give them one last chance to make it right... Well guess what Rob charged me for everything, didn't want to hear about not using it and how unsafe, that we have to take down and do right and get that filter away from electric pole. This is a example of exactly what I'm talking about, he tried to sell me a powder he said I had to put in to close?? He and I mean Rob years ago when I went in to get a closing kit said and I quote " you don't need those(because he didn't sell them) just pour a couple gallons of liquid chlorine in and call it a day" I realized then they are liars and it is all about the money not the quality of there product or service! So I'm very insulted by Rob's comments understandably borderline discrimination with the crying woman comment... I want a full refund. Just tell me what you need from me.. copy of receipt I will get copy of check I paid installer extra for nothing, I will even go to my work and see I can determine days I had to take off work..I will even get you a copy of receipt for the other day that Rob couldn't even get time right just to prove the lies. You tell me anything you need and I will supply it..
To answer you questions: The company has not addressed the issues of this dispute, and as far as why they chose to insult my character and integrity a personal attack, The company has met no agreement they outlined in their reprehensible response.
Business Response: I am not buying into the name and blame game, nor am I going to go back and forth on anything other than facts.
The customer purchased a product and even now has no complaint as to it being defective.
The product works as advertised. It holds water. It filters. It has not fallen down.
When a problem arose with a leak, it was fixed as the customer admits to.
It may not have been in the time frame that would have made her happy, but it was fixed and there is no complaint as to it leaking further.
She paid nothing The Pool & Spa Warehouse for any extra installation or services.
If she payed someone other than The Pool & Spa Warehouse she needs to take up the issue with them.
No one here is aware of any installation modification, extra charges or any promises made.
This complaint was the first notification from the customer (other than a passing comment on 9/17) that there was a continuing issue with the pool not fitting to the deck.
Had there been, I would have stopped it then and there, just as I did on 9/17 by stating again, "We do not, have not and will not guarantee a pool installation closer than six inches to an existing deck."
The customer on 9/17 commented on the pool/deck scenario and that she was having someone take it down ad get it closer.
Not "can YOU take it down" but informing me that she had already made plans to have someone else take it down.
This is similar to the day my son was there and there was a "comment" made about the pool/deck issue, not a request to fix the problem.
The point was made then that it is normal and to get a piece of wood filler. Again she said SHE or her son could and would fix it themselves.
That was the last contact regarding ANY issue until now.
There is no warranty claim here as there is nothing defective.
There is no warranty of merchatability claim here. The pool can certainly be used as intended whether two inches or twenty feet from her deck.
Climb the ladder, get in and swim. Nothing is preventing that. The pool can be used just like anyone else that might not even have a deck.
This fact alone negates any claim made about not being able to use the pool. Millions of people swim in their pools without a deck attached.
A refund is not a right under any law, it is a privilege granted by a vendor or merchant.
Our store policy specifically states we do not allow returns on above ground pools after installation.
We are not refunding the purchase price of a pool that has nothing wrong with it.
We are not refunding some installation fee not paid to us for work we never promised to do.
We are not compensating for "lack of use" or any other incidental costs not paid to or incurred by our company.
Pool & Spa Warehouse
Better Business Bureau:
And here we go again... "I'm not buying into the name and blame game" Robs comment... These comments are erroneous! I'm not buying into all these FACTS which are clearly outright fabrications... I hope the owner of Fairview Leisure Inc. sees these responses from Rob and he is reprimanded for his personal attacks and absolute childish behavior against this "LONG TIME CUSTOMER". I'm not continuing this he is clearly embarrassing himself. I would like a full refund, and hope that these responses from Rob on behalf of Fairview Leisure Inc will infact be public, so future or current customers can see how they treat their "LONG TIME CUSTOMERS", Your great as long as your giving them money when a problem arises they don't want anything to do with you or the product they sold you! That is the FACT!!!! I am forwarding pictures would also like for these to be available to the public.
So to answer the BBB questions:
Company has not addressed issues, only to personally attack.
Why? Its apparent the don't care.
Company has done nothing to rectify only to write books back as responses filled with fabrications and attacks.
Business Response: This will be my final response to this complaint.
Again, there are no defects or malfunction with any product we sold and the customer makes no complaint that there is.
The pool functions as intended as do all the accessories.
We cant fix something that is not broken.
The customer complains that the pool does not align with the deck.
Again, we made no such promise that it would and specifically stated on at least two occasions (My son told her and I told her) that we never have, never did and never will promise an installation closer than six inches to a deck.
You have to be on the outside of the pool to install the pool.
You cant be on the outside of the pool, reaching into the pool, when a deck is between you and the pool.
If the customer thinks back to her original installation of her first pool, she will realize that the pool was built first and then the deck was installed later, not the other way around.
There is a reason it was done like that, not by accident.
The next complaint is she said her grandchild fell in the gap between the pool and deck on multiple occasions.
I'd think after the first such incident, another piece of wood just like the one in her picture would have been attached to prevent the problem from happening a second or third or fourth time.
Or, have the child climb the ladder that was provided with the pool just like everyone else on the world that has a pool without a deck.
It seems to work for them without incident.
We didn't sell a deck, install a deck or have anything whatsoever to do with a deck.
We are not modifying her deck nor were we contracted to do so. It's not work we do and we would not attempt it..
The pictures provided look absolutely normal.
There is nothing wrong with the installation of the filter shown in the image.
Fact; Where local code requires it, the national electric code mandates a three foot cord on pool pumps.
The filter MUST BE CLOSER than three feet to the electric supply by law.
Because the height of the electric service is also mandated, the filter must literally be nearly on top of the electric service to reach.
This is to prevent people from running over the cord or service box with their lawn mower and killing themselves.
There is no MINIMUM distance requirement or recommendation.
Had the customer consulted a licensed electrician, or other qualified individual, they might have know that before they complained about something that is normal and correct.
Examples of common filter installations are attached.
I've only attached five to prove my point. If you want, I can attach a hundred more.
"I'm not buying into all these FACTS which are clearly outright fabrications"...
Facts are what they are, indisputable, that's why they are called facts.
"I hope the owner of Fairview Leisure Inc. sees these responses from Rob and he is reprimanded for his personal attacks and absolute childish behavior against this "LONG TIME CUSTOMER". I'm not continuing this he is clearly embarrassing himself."
You might want to look at our BBB Accredited page on the first point and on the second, there is nothing childish about defending yourself, your company and your actions, especially in a clear, thought out and educated manor. It is in fact the exact opposite.
"I would like a full refund"
As stated before, a refund is a privilege extended by a business to a customer, not a right of a customer. In this case, where there is no claim of defect, no broken warranty of merchantability, where the product is used, where the store policy specifically denies a refund for this type of product, no refund will be proffered.
"and hope that these responses from Rob on behalf of Fairview Leisure Inc will infact be public, so future or current customers can see how they treat their "LONG TIME CUSTOMERS", Your great as long as your giving them money when a problem arises they don't want anything to do with you or the product they sold you! That is the FACT!!!!"
I'm fine with anyone in the public reading this. I do not believe that I am arguing any point beyond what is required by your comments. As there is nothing wrong with what we sold, and still you have never suggested that the product is broken or defective, it's hard for anyone to listen to your argument "that they don't want anything to do with the product they sold". As stated before, I cant fix what isn't broken.
"I am forwarding pictures would also like for these to be available to the public."
As I have as well.
Finally, if you are represented, please forward that information and I will have our attorney explain to your attorney our position.
Problems with Product/Service
Read Complaint Details
Complaint: WE had them install a new pool liner.They did contract it out. that is ok. It was put in,in october of 2013. It has dropped in a couple of places. I have talked to them to come out to fix. WE have been more than fair to them to fix this. WE are afraid we will lose the whole liner if it is not fixed soon. Could you help us out please.
Desired Settlement: We just want it fixed right.
Business Response: The repair is in the service queue and should be handled within the next 7 days.
Customer contacted BBB and stated that the business has not contacted him to resolve this matter.
******* *********** ** **** **** ** ***** ****** ******* *********** ******
We offered to repair the problem as the customer requested. How do you reject exactly what you ask for?
Problems with Product/Service
Read Complaint Details
Complaint: In early July, I signed up for pool maintenance service. After a few visits, no improvement was visible in the pool water. I called repeatedly, asked about the lack of progress, offered my help between visits, and was promised specific remedies that were not implemented on ensuing visits by the service person. I was forced to cancel the service and clean up the pool myself (which I accomplished with the advice from a different pool store within one week). As I was being billed for a service that was not provided I send a check for $ 100.- just for the chemicals (the total bill was $ 279.44). A detailed letter was included with the payment, specifying the history of the interaction and my unwillingness to make any further payments. The letter was ignored and repeated bills have been sent since for the difference.
Desired Settlement: Immediately stop sending bills for a service that was by any standard unacceptable.In view of the damage done (the house to which the pool belongs is on the market to be sold - under the service agreement the water remained green for almaost one month severely compromising the showings) a refund of the payment made would be highly appropriate.
The pool this customer refers to was a disaster when we arrived, black and green water, debris filled and disgusting. Pools in this state of dis-repair cannot be cleared in a day or week or longer sometimes. We were contracted by the customer, came to the home on several occasions, added $215 in chemicals over the period and cleaned the best we could for a charge of $150 for the trips we made (some at no charge). The fact that the customer did not like the pace of improvement and purchased additional chemicals, building on the foundation we started I might add, does not negate the fact that we were there as asked and that he owes the entire balance due. The invoice in dispute by the way is the second of three. He paid the first and then the last apparently after being disappointed. To use a home builders old adage, "Just because you hung a picture doesn't mean you built a house."
Better Business Bureau:
- The pool had been open all of last summer, was covered by a brand-new pool cover over the winter and was in the same state any pool is in at the time of opening, no worse.
- The previous summer, the pool had been serviced by another company (that has left Cincinnati), they cleared it up in 3 weeks without the slightest problem.
- As pointed out before, the field service employee had used up my chlorine tablets. I called and was promised he would bring new tablets at his next visit. He did not and instead let the dispenser run dry. He left pool shock by the pool side unopened (no communication on the planned time line for use), because it rained that night I put the pool shock into the shed. Allegedly the employee came the next day to put the chemicals into the pool “but they were gone” so he left (he had found my chlorine tablets in the shed earlier, why didn’t he look there?). It is difficult to justify this kind of work as proper service
- I brought my water for analysis to Pool and Spa warehouse and bought additional chemicals. In the store, I commented that the employee servicing the pools needed to be talked to because of his unreliability. The answer was “Oh, he has been talked to several times”, indicating that the store was very well aware that the service work was not executed up to standard
- All communication with Pool and Spa Warehouse was initiated by me. Why did they not communicate if they found the pool difficult to clean? Why did they not call to let me know that they forgot the chlorine tablets and I needed to add them? Why did the service person just leave, rather than calling me when the pool shock was not on the deck (or look in the shed, where he had found and used up my chlorine tablets in the first visit)?
- With proper communication from another pool store, I was able to clean and then fully clear up the pool with less than $ 100.- in chemicals, achieving drastic improvement after less than 2 weeks (please see attached documentation). This was not due to prior service by the Pool and Spa Warehouse, as by the end of that period the pool was still in bad condition
- The service provided was unacceptably below standard, there can be no doubt that negligence was involved. I wish the vendor would acknowledge thatRegards,
Business Response: We received no complaints until his failure to pay the balance due resulted in collection efforts. There will be no reduction in the invoice and the balance remains due. Collection efforts will not cease until the balance is paid and interest continues to accrue.
There is no dispute that our service personnel were dispatched and showed up.
There is no dispute that products were purchased and received.
The fact that the customer is not happy with the outcome does not change that fact.
By the way, the customers own documents he supplied show that the purchases he made from another pool store were 22 days apart. That is more than three weeks not "less than two weeks" as his complaint states.
Distorting the facts speaks to the reliability of the rest of his argument.
We are only going to disagree on all points it seems. Please close the complaint.