Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 25th 2024, Darla's Pool Oasis installed a new Pool liner and replumbed the system to and from my pool pump / motor. July 2nd, 2024, the Plumbing is leaking and they came out to once again, re-plumb system. (No charge here) As the "re-plumbing" I was initially charged for with the new lines seemed to just be all my old PCV pipe just re-glued back together. Which they once again did to fix the leaks. August 1st, 2024. Came home to find water level in the pool low, beneath the skimmer. Found the Plumbing had come apart and texted ***** I was worried about the status of the pump motor, the next day they came out and fixed the plumbing and left. Once I had the water level above the skimmer again I tried to turn on the pump and it was INOP. Immediately started texting with ***** and she had me check my outlets and finally told me," The only thing we can do from here is install a new pump." As it was her company's plumbing that came apart and fried the motor. (I can quote ****, one of her very own technicians, that motor will burn itself up without any water coming through it.) As I'm under the impression that she is standing behind her workmanship on the plumbing and taking care of the pump especially since I had yet received any kind of estimate or inclination otherwise I agreed to to have the new pump installed. August 5th, 2024. They installed the new pump. After the conversation above, I'm under the impression from our conversation that she is standing behind her workmanship on the plumbing and taking care of the pump. As I had yet received any kind of estimate or any information that I would be financially responsible for the new pump as it was fine before their plumbing blew up. August 14th, 2024. Received a bill in the mail for $669.65 and when I questioned the she stated," bill is due and that the pump CAN run without water for a whole season without burning up.", which contradicts what her TECHNICIAN **** said to me on site.

  Business response

  08/15/2024

  As Mr. ****** stated he had us replace a pool liner for him in a pool that was more than 15 years old and had requested his PVC piping replaced/fixed on the skimmer and return side. All of which we did and he was very pleased with our services. A period of time after the pool had been running and doing fine he called and said the plumbing had broke and he lost water. He sent me pictures and I explained to him that was not the plumbing we had replaced but it was a fitting (15 plus years old) that had busted and we could get right out there and fix it. He asked me then if he should be concerned about the motor. I told him pump motors can run water free no problem but if he had trouble to call me. 

  Once he had the pool filled back up and the pump wouldn't work he called me and I worked him through a few troubleshooting steps and we determined he needed a new pump. Never was it discussed that he thought it should be at my companies expense. If he would have stated that I would have reminded him the fitting that failed was nothing we had replaced or touched. The part that broke is not part of a liner replacement job and therefore was of no fault of my company. He told me he needed the pump replaced and that is exactly what we did. He did not ask for a cost on the pump and he didn't ask for an estimate. He asked for his pump to get replaced and that is exactly what we did. He has an old pool and and old pump that quit. Again that is at no responsibility of my company. We promptly took care of his problem.

  Once again my company is not for his pump and therefore I have no intentions of refunding any money.

  Sincerely,

  ***** ******** - Owner Darla's Oasis

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