ComplaintsforExpert Pool Service, LLC

• Initial Complaint

  04/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our condo association shares a pool with our neighbor association. Each association consists of 10 townhomes. On November 11, 2021 our two associations signed an agreement with Expert Pool to relace our filtration system at a cost of $30k plus permit fees. The agreement called for a chemistry controller, pumps and tanks that would automatically pump appropriate amounts of chlorine and acid into the pool. Installation of the system was completed in August 2022 and Expert was paid in full. Upon completion of the project there was an error code on the chemistry controller which did not allow the automated process to work. We sent numerous texts and emails and were assured by Expert that this would be taken care of. Originally they told ** that the manufacturer was having problems with that model controller and that it needed to be replaced. Then they said it may be due to the flow rate not being enough so we adjusted the flow rate. In any event here we are nine months later with the same error message. The controller has never worked since being installed. As a result our pool service company has been manually adding chemicals. If we intended to have the pool company service the pool manually we could have saved a lot of money by not paying for all these components that aren't being used. We would like to have Expert complete the job we paid them to do.

  Business response

  04/20/2023

  We removed vak *** pump and filtration system from property and installed new system on property and got all equipment working and chemicals adjusted. The warranty on our labor is 30 days from completion. We did not manufacture equipment. The warranty will have to be done from manufacturer of chemical feeding system. The customer needs to contact manufacturer direct.

  Customer response

  04/24/2023

   
  Complaint: 19903612
  
  Our reason for rejecting Expert's response is very simple.  They NEVER got our chemistry controller working properly.  This is evidenced by numerous emails, texts and phone calls to Expert and can be corroborated by myself, *************************** (President of Pine Key 2 who shared the cost) and *************************** from Islander pool who services our pool.  At this point we don't know if the chemistry controller is defective or if it was installed incorrectly but I do know it was Expert Pool's responsibility to deliver a functioning system.  In hindsight it was probably a mistake to make final payment in good faith based on their promise to get our system working properly.

  I will be interested to understand BBB's next steps as it doesn't appear Expert Pool has any intention in standing behind their product.  Today i contacted  CES which is the company who made the chemistry controller.  They said they would send a tech out at $175/hr + $95/hour for travel to assess and fix the problem.  I'm guessing this is why Expert didn't get our system working - They didn't want to pay to have it inspected.  According to Aquaworx who supplied all the other equipment Expert did not get the controller from them.  From our perspective the only solution is to have Expert work with CES to determine the problem and get it fixed.  If there is a cost to Expert to do this then so be it.  We paid to have a functioning filter system.
  
  Sincerely,

  
  
  ***************************

  Business response

  05/08/2023

  I have the unit and I am replacing it today. 

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