B & B Pool & Spa Center

"This is a response to the customers complaint. B & B Pool and Spa Center is a family owned business that consistently provides award winning services in the tri-state area for 42 years (founded in 1972). B & B takes great pride in the way we handle all customer matters; customer service is taken seriously, any issue is dealt with in a forthright, professional manner (we maintain an A+ rating from the Better Business Bureau). I think that a recap of the facts is appropriate and will bring clarity to this matter. • On August 1, 2003 a construction agreement was signed for the building of a swimming pool. • On September 9, 2003 an additional work authorization was signed to supply and install 1200 square feet of tumbled paving stone pool deck. • On November 3, 2003 another additional work order authorization was signed to supply and install an additional 850 square feet of paver pool decking, sidewalk & patio. • All of the above work was satisfactorily completed in late 2003. • B & B opened their pool in the spring, closed it in the fall and maintained the pool without incident for the next ten years. • On or about June of 2013 the customer called and stated their concern regarding their pool deck. • Later that month we sent someone over to inspect. • On July 18, 2013 a proposal was submitted to the customer which was rejected • In 2014 the customer called again regarding this matter. • In September 2014 another site visit was made to inspect. • In October 2014 another proposal was submitted to the customer and was rejected. In summary; the swimming pool and deck are 11 years old. The first time we heard of any problem was on or about June of 2013. The matter at hand is well beyond the warranty period of one year and explained to the customer. Historically B & B has honored warranty issues beyond the terms and conditions of the contract. This is always done in the spirit of good will and within a reasonable time period, however to expect any business to honor a warranty claim ten years after the fact is not a realistic expectation. We are never happy when a customer is unhappy. In the spirit of good customer service and good will B & B offered to lift and reset the affected area for cost; which is a fair and equitable offer based on the fact that the pool and deck are 11 years old."

"I just noticed this post dated : January 19, 2014 – Work Completed Date: October 15, 2011. At first sight I thought this comment current, however it is from an event over two years ago. I searched our history and would like to share the following history as a response. We built Mr. Rogers pool and put it into service in the spring of ’07. The first three years of service (2007 – 2009) consisted of a Spring Pool Opening, an Initial Cleaning and a Winter Pool Closing each year, the Rogers did weekly maintenance. The fourth year of service (2010) consisted of a Spring Opening, an initial Cleaning and a Winter Pool Closing. That year he requested Weekly Valet Service. The Chlorine Generator/Salt cell had intermittent issues. We cleaned the cell at no charge. The fifth year of service (2011) consisted of a Spring Opening, an initial Cleaning and a Winter Pool Closing. That year he also requested Weekly Valet Service. Chlorine Generator/Salt cell continued with intermittent issues. We again cleaned the cell at no charge and discussed the issues with Mr. Rogers. We quoted the cost of a new cell. Mr. Rogers asked if there was another manufacturer. We quoted another manufacturer and installed the new unit. There were no other known issues once the unit was replaced. Summary: 2007 – 2009 normal open, initial cleaning and pool closing. No known issues. 2010 – 2011 normal open, initial cleaning and pool closing. Added weekly Valet Service. Chlorine Generator/Salt cell had intermittent issues in the fourth year of service. Chlorine Generator/Salt cell continued with intermittent issues in the fifth year of service. Quoted a new unit, replaced the intermittent unit with another manufacturer; problem resolves. Regarding the green pool – we never charged for the cleanup. Regarding “extra chemicals”. The chemicals used in 2011 were on par with the prior year usage. Regarding service calls 2007-2011; 6 in total 3 covered under warranty, 3 cell cleanings at no charge. Regarding Mr. Roger’s statement: “Did not know how to maintain a salt water pool. Lots of problems with weekly service.” The problem was a failing unit at the end of its normal life expectancy. Once the unit was replaced the problem resolved."