ComplaintsforS & R Pool & Spa, Inc.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  S&R pools took the cover off our pool, and insisted we raise the water level to almost overflowing before they did so. They charged us for numerous chemical treatments of the pool water, but the water remained murky for several days. When we treated the water ourselves with exactly the same chemicals they charged us for. It immediately cleared up. We paid them to do the initial vacuuming and instead ulof bringing their own vacuum they used our filter, which they did not back flush. When we asked about the numerous places the liner had detached from the rim, we were told that this was because we had let the water level get too high, even though we had raised the water level solely at their their insistence. We lowered the water level for them to tuck the liner, but by the time they came out it had rained, raising the water level. When they came back out they then insisted it needed to be even lower than they had initially specified. When we lowered the water even lower, they told us they wouldn't come back to finish their work and that we should ask another pool company. The other company redid the tucks they had done, noting they were improper. Finally, S&R sent us an invoice for the work they never completed.

  Business response

  07/26/2024

  All swimming pools need to have the proper level of water in it for the filter to operate properly.  The only information given to the customer about the water level was to raise it to mid-way up the skimmer so the filter can operate. We opened the pool and treated it with the initial chemicals to open a pool, shock and algaecide.  Our customers can provide their own if they would like.  One cleaning was done at opening and the customer had to maintain the cleanup process that usually takes 2 weeks for most pools by themselves. Liners come out of the extrusion for many reasons; one could be failing extrusion another could be the age of the liner.  When the customer called and asked for us to come tuck the liner, we instructed them to lower the water level, this is because you need room for the vinyl to stretch without having it rip.  We went to the customers house 4 times and each time the water level was high, our service supervisor personally went on his day off and showed the son of the property owner where it had to be, and he apologized.   We are only charging the customer for 1 of the 4 visits which most people would not do.  There is time, gas labor and insurance that needs to be paid for each truck.  We are sorry that you had a bad experience, but we give specific instructions just to avoid the issue you encountered.

  Customer response

  07/26/2024

  
  Complaint: 22044168
  
  I am rejecting this response because:
  1 we were told to raise water level for cover removal, and then told that the high water level caused the separations.

  2..we were given 3 different levels to lower the water to, each increasingly lower

  3 Much of the work we did pay for was not done properly, as set forth in the compliant

  4. We were forced to hire and pay another service to do the same work S&R would not do, and is billing us for.

  
  
  Regards,
  
  *************************

  Business response

  08/12/2024

  We are sorry you are rejecting our response. Our service manager has met with you each visit and showed you where the water needed to be.  You each time told him you were sorry and would get the water to the proper level.  We have been in business a very long time and would never advise a customer to do something that would harm their pool.  No money has been collected for the 4 visits and we are only charging for one trip there.  Again, you apologized to the service manager each visit even sighting it could have been the rain that raised the water level.  We can agree to disagree, and this is why we suggested you find another provider to help you being it would have been our fifth visit to your home spending time and money. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Work began on 9/15/21 Apply for and secure necessary permits (zoning and electrical) from the town at homeowners expense Remove old patio and retaining wall and dispose of it.The main dispute is that S&R Pool did not get permits for this project. When the new concrete decking was poured, no one from S&R was there to supervise the pour. The concrete company failed to install the cups used to ground and secure the metal ladder and rail. The cups were then put into the concrete by drilling holes in the newly poured concrete, and not grounded according to electrical code. The pool can't pass inspection now. What S&R Pool did was illegal I want a full refund of the money I have given S&R Pool $20,765.00 I do not want them to perform any more work on my property

  Business response

  10/23/2021

  The deck poured was the same footprint that the previous deck was so a zoning permit would not be required.  If this town requires a zoning permit for this work it can be applied for now.  The homeowner is mistaken because a representative from S&R Pools was on site the day the deck was poured and spoke to the homeowner.  The ***** did miss installing the anchor sockets for the ladder & rail.  Plastic anchor sockets were installed a few days later which are of code and do not require bonding.  The ladder and rail can be switched to PVC style as well.  We install this style on commercial pools frequently for the same reason.

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