Underwater Unlimited

"In response to consumer: 1.) How can you possibly know when once in a while you might run out of something? No matter how hard you try to keep stock there are times when a vendor, where you get your merchandise, is simply out. We are sorry that this was such an upset over a $5.00 item. 2.) The person that was on staff that day is a college student and is fairly new. She follows all protocol to the T. If the manager has to step out for a minute this person is on point with everything she does. Every employee at every place of business cannot be a long seasoned person. People have to start somewhere with training or we would never have new people learning anything, anywhere. Our company prides itself on the training of its people. There are tests that must be passed to even be out on the floor. That employee did exactly as she's been instructed. What amazes me is that someone would waste time out of their day to write about something so absolutely ridiculous. I'm also completely baffled by the impatience of people and the tirades they throw over nothing. I simply can't understand this thinking process."

"In response to customer's resolution on heater. Underwater Unlimited was not at fault for the failure of this heater. A representative of Raypak came down to inspect the heat exchanger and deemed it totally destroyed by poor water chemistry. Extreme low pH and Alkalinity as well as high chlorine levels can ruin a heater in less than 3 days. The customer's chemistry when checked by Underwater Unlimited showed major issues with their chemistry. We have documentation on this. The owner spoke with the customers about our concern for their pH, Alkalinity levels. It was also followed up with a letter and a copy of the lab results on their readings. The heater was found not under warranty and failed because of chemistry issues. Underwater Unlimited lost a lot of revenue due to this complaint. This is a deplorable example of consumers using the system in a negative fashion to receive free goods."

"In response to [removed member name]: Our company went to try and repair a precarious problem at the step and light on [removed member name] swimming pool. Our senor technician spent extra time with [removed member name] in trying to solve his issues. The light required extra time and attention which was given. The owner spoke with [removed member name] after all paperwork was turned in and did try to remove $100.00 from his bill which he refused. At the time of the conversation he was only upset at the $45.00 trip fee. It was our error that the trip charge wasn't mentioned and not everyone in our store knows the rates. They vary depending on where we are driving to. We did remove the trip fee of $45.00 and he agreed that was fair. In regards to the staining of the pool we spoke with our technician. He did not recall any stains. [removed member name] was told that we would look at it and try to remove it. Stains in general can occur from many things. When you pull out a light there is always algae on both the light and inside the niche. This very well could have caused such stain to get into the water. All adhesives we use are white. We are not sure how dirty hands under water could cause staining as [removed member name] mentioned but we were willing to take a look and clean it up if we could. [removed member name] repair to his light was far from normal. We did not know that before showing up. We were also not aware of somone prior to us patching his light and we had to work around that problem first. A typical light takes 30 minutes to perform, [removed member name] light took over an hour. This was an unfortunate problem that was out of our control. Our senior technician is very good at his job. [removed member name] said he appreciated all the extra time the technician spent. In fact, [removed member name] exact words to the technician was, "I really appreciate all your attention to detail." Our tech also walked around his home looking for electrical issues. The tech was going above and beyond trying to troubleshoot a separate problem. It is terrible that [removed member name] gave the technician a D for quality. That is not the truth. We understand [removed member name] does not want to pay another trip charge of $45.00, the correct price for his location. We are not certain that he doesn't have another problem altogether, which would incur a new trip fee. The roundtrip to his home took our technician 1hr 30 minutes. There is no straight shot from Greenwood to Geist Reservoir. If we would have been allowed to come back to his property and found errors on our end the only charge [removed member name] would receive is the trip fee. That fee may have been revoked altogether depending on what we found. Many times when we are called out to perform services, other problems arise that have nothing to do with the reason we are there. Unfortunately we cannot always convey that to paying homeowners. Swimming pools are costly to maintain. There are many expensive parts involved and we know that can put a strain on people's finances. We have always maintained fair rates as well as resolving issues with customers in a timely manner. We would prefer to resolve these issues more privately rather than on Angie's List. Defacing companies due to miscommunication and human error truly hurts business. Everyone's situation and personalities are different. [removed member name] severed the business relationship without giving us a chance to come look at his said problems with our service."

"In that time of the year, literally hundreds of service calls waiting to be done, we try our best to be as timely as possible. Sometimes our arrival is not as quick as some would like. We do take calls in the order they come and attack them one by one in that order. We hope this doesn't inconvenience people when we get there, the quality is our focus."