ComplaintsforAbel Pool & Spa Inc

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did a very poor job and did not repair the pool. They inspected the pool and said I needed a liner leak detection. They said that would be $850 to completely go through the vinyl liner and check for leaks. They showed up and spent a little over an hour looking for leaks and only found one. All while they trained a new person on how to use the equipment. Afterwards, I called back and said the pool was still leaking. They said I needed valves to isolate the lines. They installed three cheap plastic valves at $432. Using $200/hr labor! I spent over a week isolating each line. That didn't solve the leak. I then got in the pool and found several leaks in the liner, repaired them myself, and the pool quit leaking. So they spent one one here for $850 and didn't do the job. Then told me I needed valves in which I didn't. I also had them install a new filter. I know, my mistake. They didn't even use new pipe for the install. It looks like it had been rolling around in the back of the truck for a couple of years. They left shavings and sand all over the ground because they didn't clean up afterwards. They didn't call to tell me the day they were installing the filter and valves so no one was here. I called to ask about how to operate the filter and no return call. Stay far away from this overpriced and underperforming company. They will take advantage and not call you back.

  Business response

  05/31/2024

  I have attached all correspondence with the customer. The customer was given an estimate for the leak detect and the filter on 04/12/2024. Please note we did not build or service this pool prior to the initial leak detect. Any time the customer expressed concerned or wanted to speak with *** (President) he was given the number to do so. On 05/20/2024 the customer requested a proposal for a new liner and said they found 5 additional holes and repaired themselves. There is no proof of said repairs from customer. We did send the customer a proposal for a new liner install as he requested and informed them that the price of the leak detect would be deducted from the price of the liner. As of today, 05/31/2024 the customer has not signed the proposal for the new liner install. 

  Customer response

  06/02/2024

  I've attached a picture of the repairs I had to make myself because they failed to do the work they were contracted for.  I also attached the email where I made them aware they didn't fix the pool just three days after they were onsite.  The basics of this issue is that they came out to evaluate the pool and said I needed a leak detection of the liner for $850.  Then they were training someone who didn't know what they were doing and failed to find the leaks.  They found one leak in about one hours time and quit looking for more.  They didn't take the time to perform the due diligence that this requires.  Then they sold me on more parts that I didn't even need because they didn't perform the leak detection adequately.  I even sent them a request for less than full price to account for the time they were here.  I won't resolve this claim without receiving any money back.  

  Customer response

  06/04/2024

  Complaint: 21782725
  
  I am rejecting this response because:
  
  They did not perform the work they were contracted to do.  All of the work they performed was subpar.  They sold me on parts I didn't need because they didn't perform the due diligence the first time in finding the leaks.  If they would have done the correct job the first time, I wouldn't have had to spend extra money.  They didn't call to tell me they were coming to work on the pool the second time, they didn't use new pipe like they were supposed to, they didn't clean up after themselves.  Everything they did was of poor quality.  They honestly should be ashamed of the work performed.  I called twice to get instructions on how to operate the equipment, left a voicemail, and no return call.  I originally offered to take a partial refund, now only a full refund will do.  
  
  Sincerely,
  
  ***************************

  Business response

  06/07/2024

  As stated before we did not build of service this pool prior to the initial leak detect. All parts and services performed and provided were done correctly. The customer was given the presidents number to contact him directly with any questions or concerns. There is still no evidence that the customer did find and repair additional holes that they stated we did not find at the leak detect. If the customer would like to move forward with the liner replacement the leak detect price of $850.00 would be deducted from the liner proposal price. 

  Customer response

  06/11/2024

  Complaint: 21782725
  
  I am rejecting this response because: As stated before, they did not perform the work they were contracted to do.  The job was simple, it was to find leaks in the vinyl pool liner.  They advertise this service as something they could perform on any pool.  It has no bearing on if they had previously worked on or built my pool.  They charged $850 for this service, which would be more than a nominal sum for only spending one hour actually trying to find leaks.  They used an employee that had no prior experience or training to find the leaks.  It was evident by the president of the company constantly giving instruction and guiding him on how to operate the equipment.  They already began the upsell during this investigation by saying the return lines were showing signs of leaking.  Yet, if you watch a you tube video on how to use the equipment, they weren't using it properly, which lead to false results of the return lines leaking.  Then they told me I needed new valves on those lines to detect if they were leaking, but because they weren't using the equipment correctly and didn't plug the return lines during testing, it gave false readings.  They overcharged me for that also, see attached invoice.  I did not need those valves and they charged me $432 for that, using a labor rate of $200/hr.  In what world is a plumber charging $200/hr.  That was the only service I didn't request a quote on before the work was performed because there is no way it should cost that much.  I spent time working in the pool industry and worked as an estimator for many years.  As you can see in the second attached picture, they didn't even use new materials for my install.  How unprofessional is it to use old damaged materials?  Then, they came out and installed this without calling to tell me.  They showed up unannounced and performed the valve and filter install in less than 45 total minutes at the house.  It's clear now that they wanted to hurry up and get it installed before I figured out I didn't need the valves or asked for a cost ahead of the work.  Nor did they clean up the work after they finished.  They left sand and pipe shavings all over the ground.  I then proceeded to call the "president of the company" twice, left a message once on May 25th and never received a return call.  I emailed asking for a refund explaining that they did not perform the work as requested.  I have still not received a refund or phone call.  They are complete scam artists upselling and using old materials.  Then overcharging for installing valves I didn't need.  Please do not allow them to take advantage of anyone else.  Either I get a refund, or I do not remove this claim from the BBB website.
  
  
  
  Sincerely,
  
  ***************************

  Business response

  06/12/2024

  At this point in time, it is obvious the customer is not willing to communicate in a constructive manner. We never performed any work without consent of the costumer. At the time the valves were replaced, the customer only stated that he was not home during the installation, his daughter was. Customer still chose to pay for services given the opportunity to speak to the president. The customer voiced concerns with the previous company who serviced and built the pool to our company at our first service call. I'm not sure why a plumber's labor rate is being compared to a swimming pool service, repair, and construction company as we do not just do plumbing. It is apparent that no one, including us can make the customer happy. We have performed every service call with professionalism and respect as we do with any customer. The customers liner replacement bid will be honored until 12-31-24. If there is nothing else we can help with the customer with then I think it's best we both go our separate ways. 

  Customer response

  06/12/2024

  Complaint: 21782725
  
  I am rejecting this response because:
  
  It's clear at this point the business will not admit they didn't perform the work properly and with qualified personnel. They keep stating communication is open, I left a message and provided the date of the call. I have yet to get a return phone call. They will not address the use of old materials on a new install. I have sent a picture of the additional repairs necessary and picture of the old materials. I have the video proof they did not even knock on the door to tell anyone they were working. They rang the doorbell after the work was finished. They made no attempt to call and let me know they were working so I could attempt to be there. I have video time stamped when they arrived, when they left, and when they rang the doorbell. Prior experience on this pool has zero bearing on working on it when the business advertises this service. They failed to execute the work correctly resulting in additional effort and expense on my part. I've sent the proof on these messages, they have sent zero proof that they performed the work correctly. The picture shows it all. A credible business would have investigated when I originally emailed my concerns about the quality of work and price of work. When instructed to call, I did with no return phone call. They are avoiding and not doing the right thing. 
  
  Sincerely,
  
  ***************************

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