ComplaintsforLipps Pool & Spa, Inc.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The pool company broke the seal with the light conduit and is refusing to refund hired diver cost to find leak after liner replacement. Pool was not leaking prior to light inspection and liner replacement. Lipps manager stated refund of diver cost would be provided if his team was found to be at fault. Diver noted that conduit hole was not epoxied which resulted in 1/4 inch water loss per hour for approximately 16 hours before being repaired by diver. Lipps management/owner is now denying liability despite having done the work inadequately on the light.

  

  Business response

  06/24/2023

  Hello, 

  Please see attached email chain which shows that we have responded to and explained this to the customer. Specifically the below response that is contained within the email. Also attached is a copy of the divers report sent to us by the customer as well as a copy of the liner agreement signed and initialed by the customer that validates the below response. 

  
  Sent to customer on 6-23-23 at 3:28 pm. "Per the divers report, the leak was in the electrical conduit. The conduit is the pipe that the light cord is inside of. This is not something that is removable. It is behind the pool wall and under the concrete and is only accessible during construction of the pool. Conduit can develop leaks, but it is due to settling and ground movement. Replacing a liner does not disturb the conduit.
  
  
  Line 4 towards the bottom of the Liner paperwork specifically addresses this. "Lipps Pools is not responsible for any leaks known or unknown in the plumbing, to include the light conduit". This is one of 6 things we specifically bring to the customers attention and have the customer initial at time of purchase. Please see the attached copy of your liner paperwork."
  
  
  Thanks
  
  
  Mike
  
  

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incomplete work, Rocks under the liner they installed, Did not install foam board on rusty walls as promised, even though the rolls were on the truck the day of install. We can feel the rust thru the liner. They Burned up my pool pump equipment running it dry for over 40 minutes, left the job site to get their own portable pump to finish draining the pool. Their laziness and lack of preparedness damages my equipment but I was told it was just a COINCIDENCE. They did something to my pool light, and refuse to come back out to repair it. Again more damage to my equipment and they call it a COINCIDENCE. There is ZERO quality control with this company or follow up when there is issues. They take your money and run. The owner and his service manager refuse to come back to the job site and address these concerns that their employees caused. I expect this BBB complaint to have them do the right thing and reimburse me for the repairs. I certainly do not want them touching my pool again.

  

  Business response

  09/13/2021

  In response to customers complaint. On March 31st, Mr. ******** contacted us by email regarding an estimate on a liner replacement, safety cover, PUMP REPAIR, a new handrail and a new ladder. On April 21st, Mr. ******** signed an agreement for a pool liner replacement and paid his deposit. When the liner was received, we contacted Mr. ******** and set up a work order for July 22nd to drain his pool per the agreement. Our crew showed up with a submersible pump to drain his pool. His breaker kept tripping and would not allow us to use our pump. The crew asked for his permission to open up his pool and use his pool pump to drain the pool which is industry standard practice.  The crew explained to the customer that they will need to turn the pump off when the pool is drained.  On July 23rd, our crew returned to install his pool liner. There was no mention of any Pump problem. On July 24th, our crew returned to do the final cut in on the pool liner which completed our agreement with Mr. ********. Per his signed agreement, the balance is due at cut in. On July 26th, an invoice was mailed to Mr. ******** for the balance due. On August 4th, we called and left a message for Mr. ******** to call us back regarding his balance. No response received. On August 6th, we left another message for Mr. ******** regarding his balance. No response. On August 9th, Late fees were added to his balance due for nonpayment. On August 30th, additional late fees were added to his balance.
   On September 9th, I Michael B*******, was given a message to call Mr. ******** back regarding his liner. I called him back regarding this job. He began telling me that we broke his light and burned up his pump. I explained to him that there is nothing we do during a liner replacement that would cause his light not to work and was pure coincidence at best. I explained that it is most likely a bulb that has gone bad. I offered to set up a service order to replace his bulb and explained the cost to do so. He declined to have it replaced. He also said that we burned up his pump. The pump was a little louder than normal but working when we left. We have no idea how long Mr. ******** left his pump running after the pool was empty. Based on the picture he supplied, his pump was approximately 6 years old. Pool pump motors have an average life span of 5 to 7 years. So, again, his pump was working when we last touched it, and is right in the middle of its expected life span. Also, going back to his initial email on March 31st stating he needed a pump repair. There is nothing we had done that would have damaged his pump and again is coincidence at best.
   In regards to “foam board” aka “wall foam” being promised. His signed agreement did not include wall foam. Unless requested or paid for up front, wall foam most of the time is not needed. During the time of installation Lipps Pool and Spa’s 38-year veteran installer makes the call; if he sees any reason that the walls could cause future damage to the new pool liner then he would have discussed immediately with the customer the additional cost and gotten permission from Mr. ******** to install wall foam.  His inspection of the walls found no reasons for the use of wall foam.  I explained to Mr. ******** that his pool did not require wall foam and therefore was not installed. After explaining the above items to Mr. ********, he then began questioning his bill and the late fees. At this point he did not want us to close his pool which was part of his agreement. We mutually agreed to remove this charge. I also agreed as a courtesy to remove the fee for the labor to drain his pool and all late fees.  Mr. ******** agreed and paid on Sept 9th. This completed our dealings with Mr. ********. The only item on his complaint that has not already been addressed is “rocks under the liner”. I do not recall Mr. ******** mentioning this but will be happy to address it if he chooses.

  Customer response

  09/13/2021

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ********

  
  

  
  

  
  

  In response to customers complaint. On March 31st, Mr. ******** contacted us by email regarding an estimate on a liner replacement, safety cover, PUMP REPAIR, a new handrail and a new ladder. On April 21st, Mr. ******** signed an agreement for a pool liner replacement and paid his deposit. 

  
  

  Still Waiting on estimate for the handrail and ladder. I also requested an estimate on a pool heater. Not pump repair, I was interested in a quieter variable speed pump to replace the single stage I currently had.

  
  

  
  

  When the liner was received, we contacted Mr. ******** and set up a work order for July 22nd to drain his pool per the agreement.

  
  

  This job was scheduled for September, NOT July. I was given 24 hours notice for the work or pay a $600 fee. This was never discussed verbally or in writing. This was lie number 1. 

  
  

  Our crew showed up with a submersible pump to drain his pool. His breaker kept tripping and would not allow us to use our pump. The crew asked for his permission to open up his pool and use his pool pump to drain the pool which is industry standard practice. 

  
  

  The crew showed up with several pumps and ALL of them had duct tape on the power cords. Their faulty equipment kept tripping the breakers in my house. My wife was home alone and had to go out and help them set up the hose to drain. The hose used was mine as theirs had numerous holes in it and was spraying everywhere. Photos are enclosed for reference. If you look at the power cords you will clearly see that they brought junk equipment to the job and had to resort to using my pump and hose. When the pool was down to the last foot of water and below the intake their employees ran my pump for 40 plus minutes dry trying to get a prime and finish draining. One of the employees looked at me and was eye rolling his coworker because even he knew that running any pump dry is not good and will damage it. The crew left to go to another job site and pick up a small pump and that is what they used to finish draining.

  
  

  
  

   The crew explained to the customer that they will need to turn the pump off when the pool is drained.  On July 23rd, our crew returned to install his pool liner. There was no mention of any Pump problem. 

  
  

  You answer your own question. The pump was off because their was no water in the pool. There was no way to know the damage caused until the pool was refilled and the pump restarted. This is why It wasn't until Monday July 26th I found the pump to be burned and damaged. 

  
  

  On July 24th, our crew returned to do the final cut in on the pool liner which completed our agreement with Mr. ********. Per his signed agreement, the balance is due at cut in. On July 26th, an invoice was mailed to Mr. ******** for the balance due. On August 4th, we called and left a message for Mr. ******** to call us back regarding his balance. No response received. On August 6th, we left another message for Mr. ******** regarding his balance. No response. On August 9th, Late fees were added to his balance due for nonpayment. On August 30th, additional late fees were added to his balance.

  
  

  No invoice was sent or received at my home. I had called several times the following week to have someone come out and finish the job, evaluate my equipment and answer questions that I had. The company owner told me verbatim " I don't know what you want me to do." I told him "Dave, I want you to come out to my home and quality control this job." He told me he would have Mike call me. I called 3 times for Mike and was told he was busy, unavailable, or at another job. 

  
  

  
  

  
   On September 9th, I Michael B*******, was given a message to call Mr. ******** back regarding his liner. I called him back regarding this job. He began telling me that we broke his light and burned up his pump. I explained to him that there is nothing we do during a liner replacement that would cause his light not to work and was pure coincidence at best. I explained that it is most likely a bulb that has gone bad. 

  
  

  I asked Mike to come to the job site and quality control the work that was done. I was not happy with it, there are several issues that need to be addressed. First and foremost was the fact that ALL of my equipment is broken and not working since their employees touched it. As in the original complaint I filed Mike likes calling it all coincidence. I'm not a betting man but to say ALL of the failed equipment is coincidence or bad luck is BS. Let's just call it what it is. 

  
  

  
  

  
  

  
  

  I offered to set up a service order to replace his bulb and explained the cost to do so. He declined to have it replaced. He also said that we burned up his pump. The pump was a little louder than normal but working when we left. 

  
  

  This is the worst customer service I have ever seen. I paid $4,000 for a job and could not get a SINGLE employee, manager, or the company owner to quality control the work and determine WHY all of my equipment is not working. I did refuse to pay for them to come out when they should have come out after the work was completed and meet with me to go over the issues. As far as the pump being louder than normal, this is a Complete LIE. No employee of lips has been back to my house since July 24th when the liner was finished. I was still in the process of re-filling the pool which took Saturday and Sunday to do. I did not even get the water level up to run the pump till Monday July 26th.

  
  

  
  

  
  

  We have no idea how long Mr. ******** left his pump running after the pool was empty. Based on the picture he supplied, his pump was approximately 6 years old. Pool pump motors have an average life span of 5 to 7 years. So, again, his pump was working when we last touched it, and is right in the middle of its expected life span. Also, going back to his initial email on March 31st stating he needed a pump repair. There is nothing we had done that would have damaged his pump and again is coincidence at best.

  
  

  Why would the pump be running? The pool was empty. The pump was turned off until Monday July 26th. The last person to touch it was your crew who ran it dry for 40 plus minutes because they FAILED to bring the proper equipment to do the job. Again, Mike likes saying this is all COINCINDENCE. To have all my mechanicals break down at exactly the same time is not a coincidence. It's negligence. This could have been handled if you or someone from Lipps took the time to come quality control the sloppy work done by your employees. This was a rush job and quick money. I gave you the opportunity to prove me wrong and do what a manager is supposed to do. Come out to the job site and address concerns from a customer.

  
  

  
  

  
  

  
  

  
   In regards to “foam board” aka “wall foam” being promised. His signed agreement did not include wall foam. Unless requested or paid for up front, wall foam most of the time is not needed. During the time of installation Lipps Pool and Spa’s 38-year veteran installer makes the call; if he sees any reason that the walls could cause future damage to the new pool liner then he would have discussed immediately with the customer the additional cost and gotten permission from Mr. ******** to install wall foam.  His inspection of the walls found no reasons for the use of wall foam. 

  
  

  I was told after the initial consultation that foam board would be installed on ANY rusted areas of the pool. The day the crew showed up with the liner there was plenty of foam on the truck. Enclosed is a picture of the rusty walls. I asked the crew if that was going to be covered and I was told yes. Any rusted areas will get foam so it protects the liner and you wont feel the rust thru it. This was not done. Another lie by their employees because they did sloppy work and tried to do it as quickly as possible. The picture speaks for itself. There is plenty of rust and it should have been installed to protect the liner. I have consulted with other pool manufacturers and was told they would ABSOLUTELY have installed it to protect the liner. With a $4000 investment why would I as a customer NOT want foam installed to protect it. 

  
  

  
  

  
  

  
  

   I explained to Mr. ******** that his pool did not require wall foam and therefore was not installed. After explaining the above items to Mr. ********, he then began questioning his bill and the late fees. At this point he did not want us to close his pool which was part of his agreement. We mutually agreed to remove this charge. I also agreed as a courtesy to remove the fee for the labor to drain his pool and all late fees.  Mr. ******** agreed and paid on Sept 9th. This completed our dealings with Mr. ********. The only item on his complaint that has not already been addressed is “rocks under the liner”. I do not recall Mr. ******** mentioning this but will be happy to address it if he chooses.
  

  
  

  
  

  Again, there has been no solutions offered by the business. only excuses, coincidences, and trying to blame me for the shoddy work. I absolutely questioned the bill. I paid top dollar to what I thought was a reputable business who would stand behind their work. When I realized this was not possible, I expected either a credit or refund to have someone else repair the damage they caused. I was certainly not paying late fee's or for any other services at this point when they made it very clear they were NOT coming to my home to address the issues. KEep in mind Lipp's pool is 5 miles from my home. I have given up any hope that this company can or is willing to fulfill their obligation to me as a customer and what's the point of further addressing the other issues. There is no way this company is going to handle getting the 3 rocks out from under the liner. I did pay the balance in full as I am WILLING to fulfill my end of the business transaction. That is what you are supposed to do. You do a job, you do it right, and if there are issues you immediately come out and address them and come up with a solution. Lipp's will not do this.

  
  

  
  

  
  

  In conclusion I requested the pool folder from Lipp's that has all the schematics, Liner measurements, and information related to my pool. I was denied. I have accepted that this company will not address the problems they caused. I think the best course of action is for them to give me what I request so that I can use another pool company in the future. I wish to terminate any future business dealings with this company in the future. 

  

  Business response

  09/22/2021

   What did we do to your light?  Did you check your bulb? If you hire a painter to paint the inside or your house and a light stops working while they are painting then you check your light bulb first. I offered to set up a service order to check it out and confirm if it was a bulb and I explained the cost of a bulb. You declined to let us come out to check it out, saying you should not have to pay for your bad light bulb. You also said that we burned up your pump. I asked what we did to burn up the pump.  You told me that we ran your pump for 40 mins without water in the pump. I explained that in order to prime a pump you have to put about 1 gallon of water in it and then turn it on and that each pool varies between 15-30 minutes to prime a pump.  Fact, everyone knows that the normal priming process will not hurt a pump.  I confirmed with our lead tech that we never ran your pump without water in it.  Fact, the pump was working normal for a 6 year old pump when we completed the liner replacement and it did not need to be replaced.  If you would like to bring your old pump into us we would be glad to look it over. 
  
   Your signed agreement did not include wall foam. You agreed to have our experts inspect the walls after removing the liner and make the decision if wall foam would be needed.   Fact, Our lead tech with 38 years’ experience, standing in the pool with you, Mr. ********, inspected the walls and concluded that wall foam was not necessary and you agreed.  As you stated, we came prepared with all the necessary equipment if wall foam had been needed.  If you disagreed with our Expert tech then why did you not tell them you wanted it or stop them from proceeding to discuss further.  If you have changed your mind and now want wall foam then I would be happy to discuss the cost involved in adding wall foam after the fact. The fact still remains that wall foam was not needed and this liner will last its normal life without it.
  
   Again, all this was explained on our phone call on Sept 9th 2021 before agreeing on the discussed adjustments to your final bill and you paying your balance due.  We gave you your warranty paperwork and this completed our agreement with you. Nothing was ever brought up or mentioned about “rocks under the liner” until this 9-11-21 BBB Notice.  We left no rock under your liner.  Fact: you brought up with our expert while standing in your pool that there had been a “rock” under your old liner. You showed our Tech the location and besides a small divot there was no rock(s).  If you can provide the location/ rough drawing of suspected rock(s) then we can send our liner specialist over to inspect and address the repair.

  Customer response

  09/22/2021

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ********
  

  
  

  * Has the company addressed the issues of this dispute?

  
  

  They have not. They have Refused to even attempt an apology or offer a solution. I have proposed the company to give me the folder on my pool build with all the specifications and design. That way I can move on to another pool company and we can terminate a vendor/customer relationship. This is the best possible outcome at this point.

  
  

  
  

  * If not, why?

  
  

  The response from Mike speaks for itself. I called several times and have given multiple opportunities for the owner, or Mike, or anyone from the company to come out to the job site and meet with me to address the issues. They have refused every single time. There has been no representative of the company at my house since July 24th. No solutions offered only excuses and trying to lay blame on me as the customer. 

  
  

  * If an offer of resolution was made, has the company fulfilled the proposed offer?

  
  

  The company responses again speak for themselves. They have made no offers at a solution or even an attempt to come out to the job and quality control the work. In fact they actually had the gall to send me a letter speaking about how I am a valuable customer and to call them in the future for pool needs. I have enclosed the letter. A simple apology or proposed solution would have went a long way, instead the company seems to be doubling down to avoid the problem they caused.

  
  

  
  

  
  

  
  

   What did we do to your light?  Did you check your bulb? If you hire a painter to paint the inside or your house and a light stops working while they are painting then you check your light bulb first. 

  
  

  Mike, What was done can only be answered by your employees. They took the light out to install the liner then put it back in. The light was fine until they touched it. Did they drop it? Did they not ensure the housing was installed correctly? I Paid you guys as pool experts to do the work. I don't have an answer because you again have REFUSED to quality control your employees work and come out and look at it. How hard would that have been? trying to blame me is ridiculous and silly or as you like to say its probably all just a wild COINCIDENCE. Your comparison is laughable, proves no valid point, and offers nothing Why am I responsible to try and diagnose my equipment when it was part of the liner install. Try to offer a solution, instead of telling me its my job to fix their mistakes. If I hire a contractor to do a job and they damage my equipment then yes the contractor is responsible to repair it. That's how that works. a pool light is several hundred dollars compared to a regular light bulb. I have already confirmed it is not working. You are the contractor who refuses to quality control the work. Your employees are the ones who should be verifying that everything was reinstalled correctly before leaving. 

  
  

  
  

  I offered to set up a service order to check it out and confirm if it was a bulb and I explained the cost of a bulb. You declined to let us come out to check it out, saying you should not have to pay for your bad light bulb. You also said that we burned up your pump. I asked what we did to burn up the pump.  You told me that we ran your pump for 40 mins without water in the pump. I explained that in order to prime a pump you have to put about 1 gallon of water in it and then turn it on and that each pool varies between 15-30 minutes to prime a pump.  Fact, everyone knows that the normal priming process will not hurt a pump.  I confirmed with our lead tech that we never ran your pump without water in it.  Fact, the pump was working normal for a 6 year old pump when we completed the liner replacement and it did not need to be replaced.  If you would like to bring your old pump into us we would be glad to look it over. 

  
  

  Yes you did. At a cost Mike. The only way you will come back to the job site is if I pay more money. That is unacceptable. As a manager who oversees employees it is your job to quality control their work. As a customer I told you I am not happy and this project has issues. You steadfastly REFUSE to come out and accept responsibility for shoddy work. This is not a coincidence Mike, this is bad work that your employees performed at my home. Your tech did not do what you are saying. Your tech used a garden hose to try and keep the basket full while the pump was running. he would let it run dry and then try to refill it over and over. He did this multiple times over a 40 minute span and could not get it to prime. He is lying to you. I stood there the WHOLE time watching this happen. One of your employees rolled his eyes and kept looking at me and the 3rd guy that was there. As soon as your EXPERT tech gave up and told me they were leaving to go get a pump the guys rolled their eyes again. He knew it was wrong to keep running it dry for so long. I work with water pumps EVERY SINGLE DAY of my life. To tell me that running a pump dry is normal and wont hurt it is wrong. 
  
   Your signed agreement did not include wall foam. You agreed to have our experts inspect the walls after removing the liner and make the decision if wall foam would be needed.   Fact, Our lead tech with 38 years’ experience, standing in the pool with you, Mr. ********, inspected the walls and concluded that wall foam was not necessary and you agreed.  As you stated, we came prepared with all the necessary equipment if wall foam had been needed.  If you disagreed with our Expert tech then why did you not tell them you wanted it or stop them from proceeding to discuss further.  If you have changed your mind and now want wall foam then I would be happy to discuss the cost involved in adding wall foam after the fact. The fact still remains that wall foam was not needed and this liner will last its normal life without it.

  
  

  We had the conversation about it and I asked if I would be getting the foam. I was told that any rusted areas would be covered. At no point did I AGREE not to install it. I'm not even a pool expert but I have the common sense to know you don't install a new liner against rust. In fact you always try to mitigate rust in any project whether it be a pool, car , or building. As cheap as the foam is why in the world would I tell your EXPERT tech not to install it when it was sitting not 50' from the pool? I have spoken with 4 other pool companies and showed them the pictures. Every single one of them told me that foam would have been installed if they did the work. Will it last it's normal life? And if it doesn't, I'm supposed to take your word that your company will make it right? I couldn't even get you to come back and at least look it all over and quality control the install. I have zero faith at this point that if I have an issue that you guys will fix it.
  
   Again, all this was explained on our phone call on Sept 9th 2021 before agreeing on the discussed adjustments to your final bill and you paying your balance due.  We gave you your warranty paperwork and this completed our agreement with you. Nothing was ever brought up or mentioned about “rocks under the liner” until this 9-11-21 BBB Notice.  We left no rock under your liner.  Fact: you brought up with our expert while standing in your pool that there had been a “rock” under your old liner. You showed our Tech the location and besides a small divot there was no rock(s).  If you can provide the location/ rough drawing of suspected rock(s) then we can send our liner specialist over to inspect and address the repair.

  
  

  Mike, I wasn't given any paperwork. I just received the liner warranty card and letter yesterday. See attached photos. We are almost 2 months after the install and I just now received it. This whole project has been an issue and cost me a lot of money and valuable time. There is so many issues going on with this job that I probably missed adding about the rocks. What point is it now anyway? It's not like you are going to do anything about it. It's probably my fault there are rocks under the liner. You seem to blame me for everything anyway or call it a COINCIDENCE. Again, this whole thing could have been mitigated if you did your job as a manager and came out to the job site and met me as an unhappy customer. You think your employees don't make mistakes? You think every job is done right? This is not a perfect world and running and hiding from the problem is what led us here to the BBB. It's not even about money. It's about you as a contractor making things right with a customer. Was it so hard to drive 10 minutes from your shop to come quality control this job? It's time to man up, quit making excuses for your employees and try and LISTEN when a customer gets shafted.

  
  

  
  

  
  

  

  Business response

  09/24/2021

  Mr. ********, Attached is all of the specifications and designs that were kept in our personal file when we installed the swimming pool for the previous owner.  The other information in our records is the proposal information and contract of the previous home owner.  It would not be ethical to release their private information.  I would ask that you get their permission to release any or all of their contract and proposal information.  The current Latham Pool Products warranty card and or the serial number off your liner (which you have confirmed receiving) is all you or any other reputable swimming pool company would need to work on your pool.  Thank you, Damon Lipps

  Customer response

  09/24/2021

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ********
  

  
  

  
  

  Mr. ********, Attached is all of the specifications and designs that were kept in our personal file when we installed the swimming pool for the previous owner.  The other information in our records is the proposal information and contract of the previous home owner.  It would not be ethical to release their private information.  I would ask that you get their permission to release any or all of their contract and proposal information.  The current Latham Pool Products warranty card and or the serial number off your liner (which you have confirmed receiving) is all you or any other reputable swimming pool company would need to work on your pool.  Thank you, Damon Lipps
  

  
  

  
  

  
  

  
  

  Completely unreadable. Looks like a copy of a copy and it does not give any information whatsoever. This is nothing more than a handwritten note and a packing slip from Latham. I am requesting a copy of the full pool build folder that I know you have on file. I have looked thru it before when I was at your shop. I request  the design drawings, measurements, plumbing locations, etc. If necessary I will have Mrs. ********* come to the shop and pick it up. I know she will have no problem with that.

  
  

  Again, I am extremely disappointed that I could not receive the slightest apology for all the drama your company has created. ALL of this could have been avoided by simply inspecting the work done at my home and not trying to "blow me off." I paid $4,000.00 to your company and got treated like like an annoyance vs. a customer. I have done absolutely nothing wrong other than apparently choosing your company to provide the work that was supposed to be done. I am out an extra $1000.00 in the hole for a pump, and a plumbing bill to have it replaced. I'm  probably $200 more at a minimum to figure out what your employees have done to my light. I would hope in the future you LISTEN to your customers, and hold your managers responsible. Your service manager is instantly defensive of the employees, assumes they do no wrong, and then gaslights the customer into believing that THEY are the problem.  All without making a single effort to at least inspect the work done and come up with a solution. Terrible customer service.

  
  

  I have no problem picking up the pool documents or I will accept them being mailed. Please advise if you need ****** ********* to call in the release of the folder or does she need to pick it up.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩