3 Anchor Bay, Inc.

"As with all my customers, I visited this one's house twice. They were shown all the product samples and picked what they wanted in their pool. They were told that if they had any questions they could reach me at my cell phone until midnight. The fact that they never called me means that the job went well and they had no reason to. A customer last year was actually angered that I did not do the actual work myself. If they had watched the work being done they would have realized that that would be impossible. The people who do the actual work are experts in their field and the best in the industry. They do their part and then the next pro does his ....etc..etc. This customer's pool is beautiful and has a lifetime warranty. I am still on the other side of that phone number if they have any questions. Summer is almost upon us. Please enjoy your pool... you are welcome."

"When the customer first called she was asked if the service technician that was servicing the pool was using the sequestering agent that prevents surface staining. She had no idea what I was talking about and had to be reminded that we had left them an instruction letter and the empty bottle so they could show it to service techs and pool stores so they would know exactly what the homeowner was describing. She found the letter and the empty bottle. That the pool was fine for 6 months is a clear indication that the abuse of the pool went beyond just the lack of sequestering agent. These colors are permanent and it requires extreme abuse to get them to fail like the PH being 3 to 4 points high for a long period of time. I recommended more than once or twice that they change service companies and they ignored my warnings. We try our utmost to make sure that customers do not abuse their pools but some will anyway. Both her and her husband work a lot and I think that the pool guy failed them in this case and I do understand their frustration but the job we did was perfect. We have the photos. The solution to their problem should be to have a professional drain the pool and give it a light acid wash.This will generally work, depending on how much damage there is."

"It is not that common to find a homeowner that thinks that because we resurfaced their pool that we are responsible for all their equipment failures and their misplaced dog toys too but they are out there and unfortunately we sometimes stumble across them. Even though the job is perfect they find something to negatize the entire experience. If this homeowner was aware of the light problem as his pool service should have ensured, we would have had a State certified electrician change it. We do check all the equipment when we start up the pool so it must have worked then. if it did not we would have informed him."

"When we did the resurfacing on this pool we had to V-cut and grout 2 long cracks that were the result of flawed design and weak concrete. They have not returned as we used Hydraulic cement to grout them. ( the hardest cement made.) We install hundreds of hand rails and also use the same cement to hold them in place. We have NEVER had one come loose since January of 1990. We agreed to rebuild the step that basically disintegrated even though the concrete used to construct it was not Gunite or Shot-crete and had none of the No.8 rebar that the Code calls for in pool construction. We told the customer that the step disintegration was not our fault but he insisted on blaming us once we agreed to fix it as best we could. He also kept sending threatening Emails telling of how he was going to find " Other means to deal with our delaying fixing the step." In the face of such opportunism we wanted to fix the step in spite of his behavior as we go out of our way to create happy customers even if we lose money doing so. We brought the manufacturer's rep to test the materials and the chemicals in this pool because it had become streaked and faded because of what turned out to be Extreme Chemical abuse.The rep told us that an acid wash would get rid of a lot, if not all, of the discoloration. We informed the customer that while we were fixing the step we could do the acid wash as the pool would be empty and gave him a price to do it ( Our cost ). He then Emailed me telling me that we should throw in the acid wash for free to compensate him for all the inconvenience that he had been caused as a result of our negligence. That was the last straw. He knows full well that his pool was constructed using the wrong materials and the walls are not thick enough for a pool of it's size but chooses to opportunistically pursue the dishonest course, thinking we will continue our charitable reaction. Not the case."