Sharper Image Pool Service, Inc

"Our service person never touched their heater, they only clean the pool. In addition, we never discussed the renters drinking habits or anything of the sort with their landlord. That statement is just rediculous to say the least. The renter / renters need to be shown how to operate the pool heater so they understand how to turn the heater on and off, other wise a heater can continue to turn on everyday automatically once the pump turns on in the morning. There is an automatic mode and a call for heat mode. The heater is obviously coming on automatically every morning and burning up an entire tank of fuel if the statement they made is correct on the four day heating issue. We assured the actual owner of the house that our service tech has no reason to come out and turn on their heater to heat their pool, four days in a row as the renters review says. We have canceled service on this pool prior to this review. We offer orientaions for renters or the owners which we would have been happy to come out and show them how to operate the heater or put it in the call for heat mode. We are sorry this happened to them, fuel is expensive and I understand their fustration."

"We at Sharper Image pools have an excellent reputation and long time valued customers. We pride ourselves in outstanding quality and customer service. We have always attempted to satisfy all our clients needs and if there is any discrepancy, we always try to resolve the issue amicably. We started pool service with the member on June 8th, 2007. We had a good relationship, he was happy with our service and we appreciated him as a good customer. In October of 2008 he called and said his pump was not working correctly. I (Randy Kottke) sent a mechanic to his pool and assess the problem. The pump was running dry like he said and the motor needed to be replaced. Upon further inspection, Christian (mechanic) found not only the motor size to be incorrect for proper circulation of the pool, but further damage to the pump which was caused by normal wear and tear. The pump and motor were 13 years old and well beyond its normal life span. (Motors have a typical life span of 3-7 years) Manufacturers extend a 1-3 year warranty on their pumps and motors. He and I agreed to replace the whole pump, clean out the pump box, and replumb his whole system due to the age, corrosion and deterioration, at a significantly reduced price, due to the allegations he has voiced. Upon completion of the work, several conversations were held with him over the course of 7 weeks, where he implied he would pay, but did not have the funds available to make restitution. After 60 days of balance due, Sharper Image Pools rescinded the "deal" made and turned over the full amount to a collection agency. During this time, he had our company switch the service contract from his name, to the renter. He also implied, via a phone conversation, he would cover any repair costs. After receiving the credit card information from the renter at the property in question, Sharper Image Pools had to cancel service to lack of payment (2 months behind.) In summary, it is Sharper Image Pools position we were not responsible for the damages, when in truth, as stated above, the equipment was well beyond the normal life span. As of May 23, 2009, the member is still in collections, and has not paid."

"YES, WE DO CHARGE A $75.00 SERVICE CHARGE TO COME OUT A DIAGNOSE PROBLEMS. THAT PAYS FOR GAS, DRIVE TIME FOR OUR MECHANICS AND THE LABOR FOR THEM TO TAKE EQUIPMENT APART TO FIND OUT THE PROBLEM. IF YOU HAVE US REPAIR THE EQUIPMENT THE $75.00 IS APPLIED TO YOUR LABOR CHARGE. WE GIVE FREE ESTIMATES FOR POOL SERVICE, CLEAN UPS, RESURFACES, PAVERS, ETC. IF OUR MECHANIC HAS TO COME OUT AND TAKE APART EQUIPMENT THEN YES THE $75.00 CHARGE IS APPLICABLE WHICH IS APPLIED TO THE LABOR."