SunCastle Pools LLC

"This was not unexpected. The [Member Name Removed]'s did not return the contract we sent out in February and called a short time before the date they wanted to have their pool opened. We were able to get them on the schedule for Monday July 1st - the week of July 4th. That, in itself makes it almost impossible to ensure that the pool can be used on July 4th since it typically takes 4 days for the chemicals to work. Nevertheless, when our crew arrived, it became obvious the Warshauers had attempted to remove the solid cover from the pool themselves and water bags and leaves from the top of the cover was bungled up on one side of the pool (which we documented with photos). It would have taken our crew the better part of a day to untangle the bungled up solid cover with waterbags and with a large settlement of leaves. When undoing their work, most of the leaves would have gone into the pool and would then have to be removed manually. There would also have been a good risk of us ripping their cover in the process (due to the way it had been bungled). Had that happened, we were bound to have been held responsible for that, too. When we remove a solid cover, we first pump all the water away from the top of the cover, then remove the waterbags and then pull the cover off and remove the leaves when it doesn't have the weight of the water. By attempting to remove the cover on their own - without removing not even the waterbags nor the water, the [Member Name Removed]'s turned the job into a nightmare. Since the week was a 'short' week, with July 4th falling on a Thursday, we had to decide if we should reallocate yet another crew to help undo the damage which had been inflicted by the [Member Name Removed]'s themselves. We felt the most important thing was to service as many of our customers as possible before the 4th of July (although it was made perfectly clear in advance that we'd be punished with poor review(s) on social media)."

"The E-mail from Angie's List with this offer was inadvertently sent out to Glen Cove area which is outside our area of service. We have since discussed this issue with Angie's List to ensure offers will only be available to clients within our service area in the future. This was, indeed, an unfortunate error which we have reviewed with Angie's List. We explained the situation to Ms. Burlaud, apologized for the inconvenience and assured her she would receive a full refund from Angie's List who collected the funds for the special offer."

"When the appointment was made with the member he informed us that his availability was on 'Tuesdays after 2 pm'. Accordingly, the member's opening was scheduled to take place on a Tuesday at 2 pm. since that was the earliest time we should be there. As stated, the member did contact me on that day at 3:15 and asked where the crew was. I told him that I would get in touch with Chris and find out what the situation was. Chris informed me that he was running late due to a problem with a repair but to inform him that we would be there to open his pool on that day as promised. He told me to give the member a new window between 5 and 6 pm and to reassure him we would be there. I called the member back with that information and he was not happy and told me to cancel the opening. Obviously, this was disappointing to us, but we had to respect his decision. In the notes for the schedule I had specifically stated that it had to be 'AFTER 2 PM' since that is when the member had informed me he would be available. We had no idea that window would somehow close before the end of the day. Thus, I guess I misinterpreted the instructions I had received from the member and for that I apologize. The member's pool would have been opened late that Tuesday afternoon if he didn't decide to cancel. I will call him back tomorrow, Monday, and see if there is anything that can be done salvage the situation."