Business ProfileforJohnson Pools, Inc.

I called Johnson Pools to install a new liner. They came out Friday, March 18th and gave an estimate. Monday, March 21st, I went to their office and paid half the cost in cash. I was told it would be 6 to 8 weeks before the liner would be here. Shortly thereafter, our homeowner's insurance was cancelled due to the company's bankruptcy. No one else would insure us until the pool was fixed. So our mortgage company force-placed expensive insurance on our home. That would have been okay if we only had to wait another 5 to 7 weeks, but it turned into 20 weeks, which greatly increased the amount we had to pay for the temporary insurance. We started calling after 8 weeks but Dan Johnson never called back. After 12 weeks my wife called again and the woman on the phone was very rude. She was asked when the liner was ordered and her answer was March 21st. She lied because the pool wasn't measured until several days later. We called four other pool people and they all said the same thing - It doesn't take more than 8 to 10 weeks for the liner to be delivered. Many phone calls to Johnson Pools - no reply. Friday, August 5th, CJ dropped off the new liner, came back on Saturday to install it. He said he would be back on Monday to finish the job. Never came back or called. We expected someone from Johnson Pools to call or come by to finish the work and clean up the debris. No one did. I had to hire someone to haul off the debris from the old liner. I had to cut out the gutter opening that was covered by the new liner and realized the new frame was not installed. There appears to be water in the pool light. Also destroyed our new hose. Today is 12/28\2022 and I received via email today an invoice dated 3/21/2022. First contact since installation. The excessive delay has cost me over $2,000 in insurance premiums - he should deduct that from his invoice and the $400 fungus treatment that wasn't done, along with my expense to remove the debris and replace a hose.

Sir, As the office advised we did not have but 2 employees, and not just you but a lot of customers like yourself had to wait for any installs of liner. Was this an inconvenience for you, (YES) but it was completed. When there are leaves in any pool it is bagged up or placed on the deck for the homeowner to dispose of unless you paid a disposal fee in the quote you had been given. You never called in after the liner was installed to let us know that you had any issues till the final bill came to you. We apologize it took so long to get the liner installed for you, but you we are not responsible for your insurance on your home. Your light was not new it is the same light you had and to say that now you have water in it, we are sorry the hear that. With your hose all we did was turn water on and place hose into the pool to fill, do not see how we could have damaged the hose. With the gutter opening, do not quite understand what it is that we did not do as we do not see anything in the quote or the invoice about a gutter, as we do not do gutters. As for the fungus clean up, if you would have called and spoke to us this could have been taken care of. We are sorry to hear of the experience you had with us and will surely make changes in the future. Much Respect.

Not once did anyone in your office tell us that you only had two employees. If they had, we would have most likely gone somewhere else to have this done. The installer left on Saturday afternoon and said he would be back on Monday to finish the installation and remove the old liner debris - he never came. I apologize for using the wrong term - I should have said Skimmer, not Gutter. We have two of them and one was not completed. We had a new frame put around one and the liner was cut out so the skimmer could work properly. The other one was left covered by the new liner and the new frame was not installed. You say all you did was turn on the water and put the hose in the pool to fill it. That is not true. The end of the hose was cut off. The part that you would screw a sprayer onto was found nearby. As for the light, the old one was burned out. We were charged for a new light niche face ring. We provided a new light bulb for the installer to put in when he replaced the light face ring. But now there is water in it, which means it was not properly sealed. You keep saying "call your office". We did, many times. You did not return a single phone call. The lady in the office could only answer "I don't know" to each and every one of our questions. So calling your office does no good. I have never in my life experienced such horrible customer service!! No communication whatsoever. I don't know how you stay in business. The fact that you did not perform in the time frame you said you would has cost us $2,000 in unnecessary insurance premium. No, you didn't put that in the contract but it was a verbal promise of 6 to 8 weeks. NOT 20 weeks.

We just received another copy of the invoice stating that if we didn't pay they would send it to collection. The $400.00 they charged for fungus treatment (that was never done) is still on the invoice. Mr.********** needs to remove that charge from the invoice and provide a discount on the remaining balance for not coming out to finish the job. I had to finish it myself. He said that our light was old. We paid him $100.00 for a new light face niche ring and we provided a new light bulb. The new bulb and light face ring were installed, but not sealed properly and now has water in it. Twenty weeks to install a new liner is ridiculous. Four other pool companies that I contacted in June all said the same thing - No reason for it to take longer than 8 weeks. We got NO answers to any of our questions other than "I don't know" and Mr. ********* never returned any of the many calls we made. We expected they would call us to explain why the installer never came back and that they would send someone out to complete the job. We never heard from them after paying the 50% deposit. When CJ dropped off the liner on August 5th, he stated that the liner had just come in. That leads me to believe that it was not ordered when it should have been in March and that it wasn't ordered until June when my wife called and spoke with the rude lady in the office. I'm sure, after that conversation, that she did not want my wife calling her again. Ironic that the liner showed up approximately 6 weeks later. They need to revise the invoice before they can expect me to pay for service I did not receive. They don't deserve ANY stars for the poor service they provided.