RIN ROBYN POOLS

"It's always disheartening to have an unhappy customer, but we've been doing pool service for many decades and understand that it happens. In this case, the only element in the narrative that we agree with, is that we told Mr. [Member Name Removed] that we no longer would accept any requests to work on his pool."

"There are two sides to every story. Below is an email sent to Ms. [Member Name Removed] after completion of the project in April of 2015. [Member Name Removed] - Thank you for the opportunity to design and install your custom in-ground spa. We're aware that you have been complimentary about the efforts and accomplishments of our staff to create your spa, and that you do" love the way it turned out." This was a complex undertaking, often with considerable weather impacts, and our staff coordinated and executed the project quite well. You were kept informed at all stages of the project, from interactions with the municipality, through scheduling of all work efforts. At times our staff worked in the dark, in the cold, and in the rain to keep the project progressing. At least three (3) of us, James included, were bitten by your dogs and we reacted with what we thought was exceptional good humor and continued diligence to the construction. We sent crews to secure the safety of the ongoing project with your guests/entertaining in mind. We accomplished all that was needed for the municipality, from permit to final certificate. Working with municipal requirements is always a challenge, but we expedited it well. We took more than reasonable care to minimize the site impact from the necessary heavy equipment. (A reminder that you may need to investigate your side yard irrigation, as prior to our project start the access yard was soaked with standing water, perhaps from a leak or from excessive irrigation.) Lawn repair was accomplished despite the adverse weather conditions with which the crew was faced. Should you choose not to accept our offer of Store Credit for additional lawn repair you may chose to undertake with your gardener, you may instead deduct $500 from our final invoice. Site cleanup was continual and exceptional. You were left with no trash or recyclables, and the driveway was spotless when our mason finished work. Excess fill was removed from the site at no cost to you. Unused boulders were provided to you at no cost. We absorbed the full cost of the custom stone steps and the railing changes, despite the fact that this work was not included in the Scope. We honored your recollection despite the miscommunication on this issue. We absorbed a loss on the trenching work related to replacing the electrical line to the pond dock. Undisclosed underground obstructions, including speaker wires, irrigation lines, and electrical lines, are not our contractual responsibility, but we chose to focus on customer service in this instance. We replaced the pump seal assemblies at no charge to you as part of the troubleshooting investigation. Note that the most likely cause of the seal problems was the low alkalinity of your water supply; alkalinity and pH are water quality parameters that will require diligent attention and correction for both bather comfort and equipment protection. We suggest that you consider using our expert in-store water quality analysis and our recommended line of chemicals to obviate any future doubts regarding this issue. For closure of our files on the project, we request final payment. You have a beautiful custom spa, integrated into your home and your lifestyle. We wish you, your family, and your friends and guests many years of enjoyment. Best, Lisa"