Founded 1978 • With Angi since November 2004
Service Provider ResponsePart of what this homeowner has said is true, in that we did accept the work and then canceled the call. One of the two techs who was scheduled to do the install had a family emergency the night before and had to be out of work for 5 days. Not the homeowner's fault at all, but it was a legitimate family emergency that could not have been avoided so the install, along with other service work, had to be canceled. However, it is completely untrue that we didn't show up and didn't call. The service manager that is referenced (Noe) called this homeowner first thing in the morning, and talked to him. The homeowner wasn't happy, and that is completely understandable, but to say we didn't call is simply not true.
Service Provider Response[Member Name Removed] - we went through the database and searched for your name and address, and asked our service manager and remodel manager, and nobody has a record of talking with you and we don't have a contact number. Please call us and we would be happy to help you. At a minimum I would like to speak with you to find out who you spoke with. My extension is 102.
Service Provider ResponseI apologize to [member name removed] that her call was not returned the second time. That is not the way Accent Pools does business. The importance of returning calls in a timely manner has been reinforced to the remodel/renovation specialist that she dealt with. He was under the impression that her questions were answered, but he was obviously mistaken. As the owner, I will be contacting Mrs. McKenzie today to apologize on behalf of the company and the specialist she dealt with.
Service Provider ResponseThis is the 3rd review posted on Angie's List by this customer (she deleted the other two) so this will be our final response to the complaint. As the customer mentioned, everything went perfectly during construction of the pool. Without getting into too much detail on the downspout, the customer was specifically told before construction began that if the downspout emptied out on existing concrete it would be up to them to have their gutter company out to reroute the downspout, but that Accent would handle any downspouts that emptied out on the new concrete that we poured. This was confirmed in an email, and again addressed during construction while standing in the customer's backyard. That is exactly what we did. When the customer sent an email voicing their displeasure that the downspout in question wasn't handled by Accent, one of the owners called the customer to remind them of the multiple conversations and the email regarding the downspout. When the customer answered the phone, he immediately got heated and accused the owner of being a liar. This is when the conversation got heated between both parties. The owner who designed the pool forwarded the customer the email proving the earlier conversation about the downspout being the homeowner's responsibility, but in an effort to make the customer happy agreed to hire a gutter company to take care of it so the customer didn't have to. After that was taken care of and the pool was complete, the customer came back and emailed that owner for a price to add a slide. This was not part of the original contract and the pool was complete. Taking into account the way things had gone at the end of the construction, that owner decided it would be better to not enter into another contract with the customer, so he politely declined the work and gave the customer referrals to 2 other companies who could potentially perform the work for them. In the end this customer had work completed on the gutter that they know was never part of the original contract. Even if the 2 conversations were forgotten, the email proved they knew it was their responsibility. In an effort to make the customer happy Accent took the hit and had the work done, but based on that didn't feel comfortable performing any extra work for this customer.
Service Provider ResponseWe are extremely surprised to receive this review. Accent Pools did not perform any work for [Member name removed]. We were contacted by a general contractor who was submitting bids to [Member name removed]to try and secure a contract to make over [Member name removed] backyard. The GC does not build swimming pools so he asked Accent Pools to put together a design and bid so that it could be included in his bid. We put together the proposal using the specifications given to us. If the design was rudimentary, with which we disagree, it's because the specifications given to us were rudimentary. Essentially Accent Pools put together a design and bid using specifications given to us and submitted it. That is the extent of the "work" completed for [Member name removed] by Accent Pools. The design fee he paid to the GC is between them and has nothing to do with Accent Pools.
Service Provider ResponseWe would like to respond to the member's post, addressing her issues. To begin, her waterfall was not a "horrible gray slate". That's just not true. It was built from moss rock boulders that you find at any stone yard. It did have a leak, and we wanted her to be happy with the finished product, so we agreed to tear it down and rebuild it. We committed to this before her BBB complaint. As a matter of fact, we had already begun attempting to fix her waterfall when she contacted the BBB. When we told her we would rebuild it, we asked her to go to a stone yard and pick out the stone she wanted. We wanted to make sure she got a stone she liked. We NEVER set a time to meet her. I still have the email we sent her on 5/13/11 giving her instructions for picking the stone. Her response was "Okay will do. When should I tell them it will be picked up by your guys?". Obviously, she didn't expect to meet someone. We asked her to have the stone yard tag the rock she wanted, then we would pick it up and use that stone to rebuild the waterfall. We did this because she obviously had something specific in mind, and stone is subjective. What one person likes may not be what another person likes, and we wanted to make sure she liked the stone. It is impossible to find stone to match a waterfall that was previously built as is it quarried everyday. No two waterfalls are the same, which is why she went to the stone yard to choose what she liked. We picked up the stone she chose and rebuilt her waterfall using that stone. She's correct in saying that the new waterfall doesn't look exactly like the first one - it never will. However, it is similar, very nice, and built from the stone SHE chose. We did have to drain the pool in order to rebuild the waterfall. I still have a copy of an email we sent her on 5/12 offering to reimburse her for the extra water usage. She never sent us her water bill, but we are happy to reimburse her for that if she will send it to us. After her pool filled back up, we did add the correct start up chemicals to her pool, just like we do for every pool, and we told her that. Mrs. Copeland has a company that goes out to her house and takes care of her pool for her. If they are not maintaining her pool chemicals correctly, that is between her and her service company. She realizes this as she called our office and told us that she took her water to Leslie's to get tested and they told her that her chemical balance was off and gave her suggestions on things to try. We have tried everything reasonable to make the member happy. As evidenced by our other 8 ratings on Angie's list, which are all "A" ratings, we do everything we can to make our customers happy during and after the construction process. Unfortunately, there are some people that won't be happy regardless of what you do.
Accent Pools is open:
Monday: 7:30 AM - 5:00 PM
Tuesday: 7:30 AM - 5:00 PM
Wednesday: 7:30 AM - 5:00 PM
Thursday: 7:30 AM - 5:00 PM
Friday: 7:30 AM - 5:00 PM
Accent Pools accepts the following forms of payment: Check, Visa, MasterCard, American Express, Discover, Financing Available
No, Accent Pools does not offer eco-friendly accreditations.
Accent Pools offers the following services: Pool repairs, maintenance, construction & remodeling.
Integrity Pools specializes in pool service, equipment repair and remodel. Our pool remodel work ranges from tile repair to complete backyard transformations. See photos on our profile or visit our website www.integritypools.org
Our Pool Service provides a range or swimming pool services including: weekly cleaning and chemistry service, resurfacing, equipment repairs and installation, tile work, retaining walls and drainage - Filter Cleans, DE and Cartridge filter cleans (DE included if applicable) include a full inspection of pool equipment and above ground plumbing. - One Time Full Service Pool Cleaning includes, vacuuming, brushing, leaf/debris removal, tile cleaning, emptying skimmers, cleaning out auto vacuum and auto vacuum filters, chemistry test and adjustment (with chemistry report) visual inspection of all pool equipment and above ground plumbing. Pools with excessive leaves and or algae may be subject to additional charges, any additional charges will be discussed with customer prior to work being started. - Weekly Full Service Cleaning. Get on our weekly schedule to enjoy your pool with out the work of keeping it clean. Weekly cleanings include vacuuming, leaf/debris removal, tile cleaning, emptying skimmers, emptying auto vacuum and cleaning auto vacuum filters, chemistry test and adjustment (with chemistry report) as well as weekly inspections of all pool equipment and above ground plumbing. - Equipment and Plumbing Repair We at Our Pool Service pride ourselves on providing a quality, dependable service at an affordable price. We strive to build long term customer relationships through communication, reliability and ultimately providing the best service possible. Family Owned and Operated
Our goal at Jewel Landscapes is to design and install a beautiful successful landscape. Upon initial consultation we can discuss irrigation needs, any hard scape desires and a landscape that fits your wants and lifestyle. Please see our website detailing recent projects and ideas.