PELICAN POOL SERVICE

"The customer had his pool replastered. After replastering, he neglected to follow his replasterer's instructions concerning refilling the pool: he removed the screen from the fill hose, because it was "filling too slowly." He allowed the hose to sit directly on the pool surface. The constant flow of water against the plaster left a deep erosion in surface. The metals deposited contained in the unfiltered fill water left the pool covered in stains. We made numerous attempts to rectify the problem, including adding stain treatments. The customer was not charged any additional fees for any of these products. While I am sorry that he is unhappy with our service, I stand by what we did for him. We serviced this pool for the homeowner for two years, without incident. We serviced the pool for the previous homeowner for nearly fourteen years, again, without incident. The problems the homeowner describes are connected to his failure to follow instructions on handling refilling the pool after replastering, not to the weekly chemical services provided by our company."

"We have serviced (Member name removed) pool for more than three years. I can assure him that the last thing we want is for him to be looking at a "frog pond" in his backyard. We will do everything necessary to restore his pool to an acceptable appearance. In addition, I will make sure that he receives compensation, in the form of refunds or credits for future service, to make up for the last three weeks. We are closed today, but tomorrow morning, I will investigate his complaints of non-responsiveness. I will also make sure that a troubleshooter is out at his house on Monday, in addition to his regularly scheduled service visit. We have had an unusual amount of rain the last few weeks, which is surely a contributing factor in the pool's present appearance. It may be that his salt cell is malfunctioning, which coupled with the rain, would cause the pool to be green. My first thought is that if there is indeed an equipment malfunction, our technician should have noticed it. We do not require our customers to sign contracts: their continued patronage is completely dependent on our job performance. I can certainly understand if (Member name removed) frustrating recent experience prompts him to look elsewhere for service. I can assure him that we will set things right with his pool, and should he choose to remain with us, he will not be disappointed."