ComplaintsforAdvanced Spa And Pool

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted ASAP Pool to schedule a pool closing. I informed them that we had closed our pool about a month ago and the pool pillows had already deflated and we’re concerned we couldn’t keep it that way for the winter. They scheduled an appointment for us and told us we would need to purchase two new pillows from them in addition to the service call which I agreed to. Three gentlemen came the day of the appointment, uncovered pool, replaced pillows, and recovered. Within four days of their visit, I awoke to find the pilllows no longer secured and had shifted to completely opposite sides of the pool. I contacted ASAP and was told that the pillows will shift and would be fine. However, after investigating further, the pillows are always recommended to be toward the middle of the pool in order for even distribution of the ice. With the pillows off to the sides, it can put a strain and pull on the cover. The whole reason for me paying professionals to close my pool was so that it would be done correctly and I wouldn’t have to worry. Unfortunately, I paid over $200 for a service call that I’m going to go need to do again ourselves.

  

  Business response

  01/09/2023

  The service requested as noted in the customers complaint was NOT a pool closing.  The customer stated in this complaint they closed the pool themselves a month prior to calling us for a service call.  The service call was to replace 2 deflated pillows put there by the customer when "They" closed the pool.  We explained in the beginning if there was ice on the cover, we may not be able to get the pillows in place.  Upon arriving we noted Ice on the cover but there was enough thawed space to install 2 new pillows and have them achieve their proper functionality.  The problem here is being there was Ice on the cover we can get new pillows underneath the cover properly, but there is no way to tie them off across the pool.  THE PILLOWS WILL STILL DO THEIR JOB ACTING AS ICE EXPANSION DEVICES.  THEY ARE NOT DESIGNED TO "HOLD THE COVER UP" AS A SMALL PILLOW CANNOT HOLD UP THOUSANDS OF POUNDS OF WATER AND ICE.  After the service, we had an unprecedented windstorm which lifted the cover and moved the pillows.  The customer was told the pillows (even though not in the middle anymore) would still protect the pool, and never disagreed.  THE CUSTOMER EVEN STATES IN THE COMPLAINT IT WAS 4 DAYS LATER WHEN THE PILLOWS HAD SHIFTED ADMITTING THEY WERE IN PLACE WHEN WE LEFT.  

  We agree it is optimal for the pillows to remain in the middle of the pool.  In the event they deflate or move once the pool has ICE on it, it can become impossible to get them 100% to where they "should be" This is New England and ICE plays a roll.  The customer was notified of this when the service call was scheduled AND was reminded of it when the service was completed.

  Customer response

  01/09/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Although the TONE in your email seems QUITE heightened, I disagree that my initial contact was NOT for a pool closing.  It was indeed for a pool closing and I made that very clear when I first made contact.  I explained that we had closed the pool ourselves and, because the pillows had already deflated, were uncomfortable with leaving it that way and had decided to hire PROFESSIONALS to re-close the pool correctly.  Ice was not a factor on the cover at the time, as my husband witnessed almost the entire cover of the pool was able to be pulled back to the decking and reinstallation of new pillows was completed.  I DO agree that we did have very bad windstorm which is what caused the pillows to shift and be pushed at opposite ends of the pool up against the walls with the lines no longer secured to the pool.  My disappointment is that if the pillows were secured properly, this should not have occurred.  Although I do not accept ASAPs explanation of the situation, I have no plans on pursuing this further.

  

  Business response

  01/13/2023

  We at Advanced Spa And Pool do everything we can to always leave our customers with a happy end result.  Once I received this notification I reached out to the customer by telephone and even left my direct cell number to try and see if we could come to some sort of resolve.  No one answered the call and no one returned the call to my store or my personal cell phone.  I believe this complaint should not be posted against our company as it seems that even though we did everything asked of us, and communicated thru the process with the customer, and the customer never gave us any opportunity to resolve the issue it is well beyond our control.  It seems like the customer only wants 100% of the labor AND product fees refunded giving them a Free service.  

  By the customers own words in the original complaint, she stated they "CLOSED" the pool themselves a month prior to requesting us to replace the deflated pillows.  

  We completed the SERVICE CALL and Installed NEW PILLOWS and explained the situation regarding the issues with ICE on the cover and had no push back from the customer.

  The customer was scheduled AND INVOICED for a service call NOT a pool closing.

  I reached out to the customer by phone to resolve and the customer did not respond which did not give us the opportunity to resolve the situation.

  Customer response

  01/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, although I do not agree with some of the statements in the company's response; and was particularly offended by their statement of me only wanting FREE service, I have decided not to pursue this complaint any longer.  Thank you for your time.

  
  Sincerely,
  
  ******* *******

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