Business ProfileforGibraltar Pools & Spas Corp.

In April we made an appointment for May 23rd for a new liner. No one called or showed up for it. We were told it was because it rained, it did not rain at my house on that day. After numerous calls to see when they would be out, they first came back with July 9th then June 24th. Both dates were unacceptable to us since we didnt cancel the appointment they did. I suggested ways they could make it right since they offered nothing but an apology and unacceptable dates. I suggested. 1. Asking us what day works for us and adjusting their schedule as needed or 2 saying our mistake your first on our list the next day and again adjusting their schedule as needed. I was told that would displace customers if they did that but they didnt care they displaced us. We ended up doing the liner ourselves, we had already missed Memorial Day and my sons high school graduation without it. I had to ask for a discount, nothing was offered, which they gave 10% off. I drove over an hour to pick it up, and they wouldnt even throw in the 40 dollar parts I needed. I called ahead, as was requested by ***** to let them know I was coming and asked that someone explain to me how the liner is installed since there are no directions or videos. Now that we were doing their job for them, I didnt think it was much to ask for. When I got there, a young kid went to the back to get someone. Another young kid came out and asked my last name. He went back and I heard him say its her. Neither ***** nor ****** (the two we had been trying to deal with to make things right) had the decency to come out and explain anything to me. The young kid did his best. Unfortunately, Gibraltar pool knows customers are at their mercy so they can choose to mistreat their customers and not make things right by them. We will avoid doing any business with them in the future. They should be ashamed of themselves and the inability to correct their wrong given the investment their customers make.

To our knowledge, this family has been content with the pool. An examination of the service history shows no service needed or performed since the pool was installed 7 years ago, until this service order, which was written in April. We did make one mistake here that of not communicating to the customer that we were rained out on the scheduled date of service, May 23rd.  For replacement liners we need around 68 and full sun. The homeowner disagreed with us on that, but nonetheless we are sorry for our error, and her frustration is understandable.
Rainy weather wreaks havoc on outdoor work. This lady became very agitated even aggressive with several of our people, and did not want an appointment in June (after an opening became available and with our assurance that if something opened up sooner, we would get her done sooner), instead opting to come to our store and purchase a liner to install herself. She somewhat passionately required money as compensation because we did not appear at her home on a day in which it rained quite heavily in the middle of the day.  We explained that we were sorry, but we cant really do that. In the next call to our office, at her urging it was referred to higher management and we offered her $157.50 as an olive branch in order to help bring down the temperature of an aggrieved customer, hoping that would defuse things. She accepted, but then she moved the goalposts and she wanted us to give her $42 more, for her to buy the required gasket assembly kit, but we had to demur on that.
When she came into our store to purchase the liner, it was interesting. With a store full of people, it would be difficult to get into a long technical ****** on liner installations, even if one of our liner technicians were on the premises,but of course they were all out in the field --putting in liners, mostly. In our store we do have students from the local college who come back each summer for us, and most customers are complimentary of these young staffers, but we are sorry that our kids were not specifically versed in liner installations, which is really a specialized skill to some degree.
In summary,we tried to make amends to this customer to bring her back on the team, but our gesture of helping her (when she pressed us for money) did not result in its intended result, as the final sentence of her review would indicate.