ComplaintsforExcel Pool Service, Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During my pool opening, I paid extra to have the heater Cleaning-opening. For some unknown reason, the heatwer had no elecvtric going to it, so they could not do anything to the heater. I called to get the heater fixed and they charged me before they came to look at it. I was asured by the salesperson that the problem was the transformer. I paid for a heating / diagnostic and parfts. This was attempted to fix and it did not fix the problem. Then the salesperson said it was the computer board that needed to be changed and he charged me again before they went out there for heating / diagnostic and parfts. I attempted many many times to speak to the saleperson with zero return calls or emails. This was attempted to fix and again this did mnot fix the problem. The techs who came to site are sub-contractors to Excel pool service. They contacted the manufacturer and realized it was the display, whihhc they had in stock and switched out the next day, no charge. Excel did not have time to bill me before it was fixed. Excel makes you pay in advance for service or they dont put you on the schedule. Basicalluy strong arming the cujstomers even when they have no clue whatwas wrong. During the pool opening, I paid extra for the Salt Cell cleaning and opening. This was never completed. Aftyer the opening the "check Salt cell" light was flashing. Indicating to inspect the Cell. I told the salesperson tjhis and he said it must have happened after the guys opened the pool. If they cleaned it and inspected iot during the opening, how can thwe lighrt be ion 2 hours later? I should have been charded for 1 Heater diagnostic and 1 display panel. Nothing else.

  

  Business response

  06/26/2024

  My name iis TJ.  I am the manager at Excel Pool Service.   I was unaware there was an issue with  services rendered until I received this notice.  I have called the following numbers several times ###-###-####, ###-###-####.  I was hoping to resolve the matter amicably.  I still hope to do so.  

  I believe there are valid points for both parties.  I welcome the chance to speak with Mr. or Mrs. ********.  Please call ###-###-####

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: One phone call was made from the business and I tried to call back with no return call. The difference is, I have called several times now. 
  
  
  
  Regards,
  
  **** ********

  

  Business response

  07/30/2024

  I spoke with Mr. ******** this afternoon. We had a productive conversation and have agreed to resolve the issue amicably. Thank you, TJ

  Customer response

  08/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The liner for the pool was ordered and replaced in 2021. Immediately after the replacement, one of the two under water lights started to short, cause the breaker to trip whenever it was turned on.This issue was reported to Excel. They deferred replacement/repair of the lights due to part shortages but eventually replaced the lights in 2022. The short continued to happen after the lights were replaced, and the repairs have not yet been completed.They are now reporting to me that this issue is at the owner's expense, even though they caused the issue with the replacement of the liner.

  

  Business response

  10/12/2023

  I have responded directly to ***************  We had a very nice phone conversation.  I am hopeful we will resolve this matter amicably.

  Customer response

  10/17/2023

  I have discussed with TJ the situation and am satisfied that the company has done what it can and will continue to do what it can to resolve my issue. I am withdrawing the complaint.

  

  Business response

  10/17/2023

  We are very happy to work directly with ************** to resolve this matter.

  Customer response

  10/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told if I use them to close my pool my underground pipe warranty would renew but I never received a document about the warranty or Renewal and several attempts to contact have been ignored. Also for the pool opening they did not test the full system and disregarded instructions to properly open the pool as per their own website.

  

  Business response

  06/07/2023

  We guarantee the protection of the pool plumbing from frost-related damage when opening and closing the pool.
  

  Please see our Pool Opening Service information at the following link
  ***********************************************************************************

  All services were performed.

  Please call with any questions.

  Thank you

   

  Customer response

  06/07/2023

  
  Complaint: 20126166
  
  I am rejecting this response because:

  system startup, and leak inspection - Not done. The waterfall and deck jets are part of the system and were not tested. Backwash was leaking a ton, had to re-fit it and now the glass tube leaks. Never had this before. Pool Gauge was broken and was not discovered.

  Heater start-up and ignition test - was not on when I checked the pool. With the 15 minutes they were there not sure they did this.
  

  Timer pins removed - Not Done as well as the salt system was started

  this forum is not the right place for a legal document of warranty. Knowing the frost line for ********** is roughly 36 inches, that is still significant digging.

  Also to add, incorrect Pool Closing with the Cover. There are significant rips that makes the cover useless. When I went to get a warranty replacement, it did not cover rips from sharp edges. Your technicians placed it over the sharp edges of the waterfall rock which is where the damage is. 

   

  I am seeking full refund of both the closing and opening due to unrepairable damage to the cover and failure to produce an actual warranty document which was said by sales covers ALL UNDERGROUND pipe issue. For the opening, failure to complete the service.

  Not to mention the expense I now had to pay for a new cover.
  
  Regards,
  
  *************************

  

  Business response

  06/15/2023

  system startup, and leak inspection - Not done. Completed

  
  
  

  The waterfall and deck jets are part of the system and were not tested. Backwash was leaking a ton, had to re-fit it and now the glass tube leaks. Never had this before. Pool Gauge was broken and was not discovered.

  
  

  Heater start-up and ignition test - was not on when I checked the pool. With the 15 minutes they were there not sure they did this.

  
  

  Timer pins removed - Not Done as well as the salt system was started

  
  
  

  A pool closing service, also known as winterizing or pool winterization service, is typically performed at the end of the swimming season when the pool will not be used for an extended period, such as during the winter months. The main purpose of a pool closing service is to prepare the pool for cold weather and prevent damage caused by freezing temperatures.

  
  

  A pool opening service is performed at the start of the swimming season to prepare the pool for use. The main purpose of a pool opening service is to bring the pool back to a functional condition after the offseason.

  
  
  
  

  A more detailed explanation of our pool opening service:

  
  

  Pool Cover: If a pool cover was used during the off-season, it is removed and rolled to be stored by the owner.  It is typically left at the poolside.

  
  

  Plugs:  Plugs that prevent water from going into underground lines are removed from all return lines within the pool and skimmers. Drain plugs at the equipment are reinstalled and checked for leaks.

  
  

  Skimmer Baskets: The skimmer baskets, which collect debris from the water's surface, are typically cleaned and reinstalled.

  
  

  Return Jets: The return jets, responsible for circulating and returning the filtered water back into the pool, are installed.

  
  

  Pool Pump: The pool pump, which circulates water through the filtration system, is inspected, primed, and restarted.

  
  

  Pool Filter: The pool filter, whether it's a sand, cartridge, or diatomaceous earth (DE) filter, is sealed and checked for leaks.  Backwash sight glasses are installed but not regularly inspected.  However, the rubber washer will expand with use and stop (or slow the leak.) The sight glass only has water in it while back washing the pool.

  
  

  Pool Heater: If the pool has a heater, drain plugs are reinstalled and prepared for operation,  and gas or electricity supply lines are turned on.  Heaters are started to insure proper operability and then left in the off position.

  
  

  Pool Rails and Ladders: If the pool has rails or ladders, they are securely reattached.

  
  

  Pool Accessories: Other pool accessories such as waterfalls, deck jets, and slides, are started, then left in the off position.

  
  

  ******** and ************* ******** should be turned on from inside the house.  Breakers at the pool equipment are turned on by our techs to operate the pool equipment.  Timer pins are not installed, and the equipment is left running.

  
  

  Pool Plumbing:  All pool plumbing is visually inspected for leaks.

  
  

  If opening chemicals are purchased, our technicians add them to the pool.

  
  
  
  

  Regarding the pressure gauge (which was replaced) and the backwash glass.  On Tue, May 30, 2023 at 1:20 PM ************************* <email address replaced> wrote:  Thank you for having the Gauge replaced. I did a backwash right after and there is now a leak near the clear Glass cell. Looks like water was coming out of it in the beginning for the cycle then seemed to stop on its own.

  
  
  

  this forum is not the right place for a legal document of warranty. Knowing the frost line for ********** is roughly 36 inches, that is still significant digging.

  
  

  Also to add, incorrect Pool Closing with the Cover. There are significant rips that makes the cover useless. When I went to get a warranty replacement, it did not cover rips from sharp edges. Your technicians placed it over the sharp edges of the waterfall rock which is where the damage is. 

  
  

  Placing the cover over the waterfall is the only way to completely cover Mr. ********* pool when using the Deluxe cover.  ******************** is required to maintain the cover and to keep debris and water off of the cover during the winter.  Excessive water and debris can cause stretching, sagging, and tearing.  In February 2023, we discussed this with him.  We suggested he look into a safety cover and upon his request, we sent him a quote for that product.     

  
  

   

  
  

  I am seeking full refund of both the closing and opening due to unrepairable damage to the cover and failure to produce an actual warranty document which was said by sales covers ALL UNDERGROUND pipe issue. For the opening, failure to complete the service.

  
  

  Not to mention the expense I now had to pay for a new cover.

  
  

  We believe he is misinformed about what the services actually provide.  He is our only customer that has this issue.

  
  

  We have completed both the opening and closing services to winterize and open Mr. ********* pool.  

  
  

  The customer has already charged back $351.86 which was payment for his Opening Service.  

  
  

  We reserve the right to pursue payment for services rendered.

  
  
  

  Customer response

  06/15/2023

  
  Complaint: 20126166
  
  I am rejecting this response because:
  
  Pool Accessories: Other pool accessories such as waterfalls, deck jets, and slides, are started, then left in the off position. - They were not started at all. The waterfall made a loud sound for about 30 seconds then water flowed. The deck Jets were not started or they would have saw one of the heads fell off and it was spewing a geyser of water.

   

  Pool Filter: The pool filter, whether it's a sand, cartridge, or diatomaceous earth (DE) filter, is sealed and checked for leaks.  Backwash sight glasses are installed but not regularly inspected.  However, the rubber washer will expand with use and stop (or slow the leak.) The sight glass only has water in it while back washing the pool. - Site glass was not removed with the closing, possible why it is damaged from the elements

  ******** and ************* ******** should be turned on from inside the house.  Breakers at the pool equipment are turned on by our techs to operate the pool equipment.  Timer pins are not installed, and the equipment is left running. - Timer pins were installed and salt system left on.

  Pool Plumbing:  All pool plumbing is visually inspected for leaks. - Backwash attachment was spraying water when I turned it on. I fixed it. A good chance the glass was leaking then to but did not notice with all the other water leaking

  For the pool cover then why sell it as part of the Pooltown package? I used the pump provided and ran it constantly as needed. with that pressure would the watetbags also move out of place? no evidence of that.

  to quote from the website of what is done is far less detailed then what you wrote the below. in addition I was told the salt system should not be started till I add salt. it was started.

  Our pool opening service consists of the following:
  

  Removal and folding of the pool cover;
  Removal of all plugs and gizmos (skimmer blowout tubes) from pool;
  Installation of skimmer baskets, gauges, etc.
  Re-installation of directional fittings, hydrotherapy fittings (if applicable). and circulation jets (if applicable);
  Ladders and handrails re-installed;
  Filter system re-assembly, system startup, and leak inspection;
  Heater start-up and ignition test (if applicable);
  Heater cleaning (if applicable);
  Water treated with shock and algaecide (provided upon request $60.00);
  Test GFCI outlets at electrical post;
  Timer pins removed.

  
  
  Regards,
  
  *************************

  

  Business response

  06/22/2023

  ******************** is disappointed with the answers I have provided as I have tried to explain our service(s) and he doesnt wish to understand or acknowledge my previous responses
  While I recognize that my response may not be what he was hoping for, we strive to provide the highest level of service and make fair decisions for all our customers.
  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid the business a total of about $23K for: a safety cover due to my husbands dementia, a safe pool staircase installed within the pool, a new liner., and an added expense they pushed -was a dry well and new light fixture. They have given us a mismeasured liner, and also damaged our pool light when they yanked it out and left it hanging for weeks in the rain.To sum up our 1 year + of errors, pool wall and floor and light damage, we felt it would be fair to reimburse us for the water fill they wasted to attempt to refit or stretch it the following season, and about $3K of the $6K liner since they: 1) measured it incorrectly and it is mostly too large with wrinkles across the floor and in some places too small where steps meet the wall. It is raised so if someone steps there they can step through the liner. and 2) Their ******* showed me he tore the liner on the steps as he and his partner were going up and down the steps in their shoes.Due to the horrendous service in every stage we do not want them back, however ask for partial reimbursement in the liner that is clearly not a new , well-fitted and un-damaged liner we paid for please see also the detailed review I posted to BBB for your review.Thank you.

  

  Business response

  09/26/2022

  We are aware of the issues that ***************** has in her complaint. The latest issue is rust from the area around the pool light. The rust is not from the new light we installed. There is a housing for the light fixture that is old and *****. When we removed the existing and installed the new light it disturbed the housing and caused rust to seep out from around the new light. Excel Pool Service was last on site to address this issue 8/25/22. The light was removed from the housing along with the faceplate from around the new light and the rust was cleaned and removed from the new liner. 

  The pool liner was not measured incorrectly as the customer claims. The liner fits the pool and there are no longer issues with wrinkles caused by ground water as of 8/25/22 when we were last on site. We installed a dry well to help control water from under and around the pool if the pool ever needs to be drained again to prevent the issues with ground water that we had during the installation of the new liner. 

  Excel Pool Service acknowledges the fact that this pool renovation was difficult and did not go according to plan or schedule. However, Excel Pool Service addressed each complaint the customer had. 

  Customer response

  09/26/2022

  
  Complaint: 17799310
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  **********************************

  Customer response

  09/28/2022

  
  Complaint: 17799310
  
  I am rejecting this response because:

  ********************** (BBB),

  After 26 days that this Excel owner has taken to respond to my BBB complaint, I can see that he must think both you and I are uniformed women. Let me start by saying I have pictures of the many stages of this year long horror, and email correspondence backing up all my claims, and he in fact is misinformed.

  EXCELS ERRORS:

  The Company mismeasured the liner and it was their own technicians who said so; they spoke to two reps over the phone in front of me after installing the liner on a dry cold day in December (6^th) (after one of their men prepared the dry pool floor that morning). They discussed with me and their rep ******** they should do now that 3 Water On Wheels trucks (witnesses) were watching and waiting there to fill the whole pool same day -as necessary in our area (as I informed them in several emails dating back to April14, 2021 when I purchased their safety cover, steel steps, and liner. Excels decision was not to cut any of the holes in the liner so that they might be able to return to stretch out the many large folds on the pool floor the following spring, empty the pool, reimburse us for the wasted water fill and to try to remove some of the folds, place the holes, and start up the pool. So, the owners response in paragraph 2 about the folds being caused by some ground water is a ridiculous lie. The folds were there from the moment they installed the liner, and his installers know it. Their decisions alone prove it. I do have email correspondence backing up their plan to return to complete the project we paid for in full.

   

  Evolving from this same liner folds issue emerged another major problem. Our pool has been losing water this summer (an inch a day). I have emails to support that Excel never returned the 2 plugs to the return lines when they installed the liner the first time and decided last minute not to cut the holes. This means the return lines were open all winter. We hired a professional pool diver to make sure that there was no other tear in the liner other than the tear an Excel technician did when walking up and down the pool steps with his partner in their shoes-another mistake. Their technician (first name W) called me over and showed me what he did, assured me that he was insured and patched it. We asked for compensation for the damage to the new liner and never received a response. Anyhow getting back to the plugs: The pool water level finally stopped dropping at the return lines, which tells us the leak is now in the return lines, which probably cracked over the winter as water rose from behind the liner into the return lines that were left unplugged by Excel. (I also have pictures of the unplugged lines when they took off the new liner in June, 2022. Fixing cracked underground return lines under cement walkways and a new deck will be costly for us.

   

  When Excel finally returned on June 2, 2022 to reopen pool, they kept the cover on and stuck a pump in the pool on 5/23/22 and took off; they left it there unattended until June 2nd! (draining the water, relieving the necessary water pressure from inside the walls and using our electricity 24/7. (Our bill that month was $304). Excels negligence caused our pool walls to collapse for first time in the 30 years we have lived here. When they realized this damage had occurred their rep threatened he would not schedule the guys to return to finish if I had not paid him an additional $4500 overnight for an added dry well which was necessary if the water table should rise while they were working. My husband and I saw it as a waste of money and believe it jeopardized the integrity of our pool floor (with the many cuts they did all along the floor.)

   

  I explained in the original complaint I believe that another mistake is that Excel tore out our pool light when removing the old liner (giving us another added expense of $1000 for a new light since it no longer worked as it did the summer before). They also removed the original liner ring that surrounds the light chamber (I have pictures of this too). So, the ***** housing claim that this Excel owner makes in his paragraph 1 is also untrue. They removed the original ring and replaced it. Excel mistakenly installed a 120v light fixture in a 12v electrical box. I hired a real electrician to examine why the light Excel installed wasnt working. I also mentioned we hired a diver ($350). He examined the light while he was under water, since there were two long and unsightly strands of rust coming from the ring. The diver describes that the light fixture was installed improperly-as the bottom tab was sticking out and it should be inserted first. The light was swinging loose. He also said the rust stain strands were coming from two ***** screws- which were obviously not the original screws- and probably not stainless steel.  (An Excel technician came to clean them on Aug 25^th and the stains returned on Aug 29^th, 2022). He surmised that they lost 2 of the original screws in the pool and replaced them with these. Our pool light never rusted up the liner for 30 years. Incidentally part of their contract was to replace all facing frames-skimmer, etc. This also makes the Excel owners paragraph 1 a farce.

   

  We are still asking for the same reimbursement as first requested in our initial complaint to BBB.

   

  
  
  
  
  Regards,
  
  **********************************

  

  Business response

  09/28/2022

  1st - We reject any insinuation that the owner or anyone at Excel Pool Service is a misogynist. The fact that ***************** is a woman has nothing to do with our delayed response, and your comment was out of line. 

   

  The pool liner as it sits currently fits the pool with no wrinkles. We have the documentation to back up our side as well. The pool light was new out of the box and so were the screws that came with it. We don't use old parts and we don't use anything not provided by the manufacturer. If the screws are rusting as you claim, then perhaps your pool water chemistry should be checked. 

  There were extensive issues with this project and Excel has addressed each issue and concern. If there is an outstanding issue we will address it as long as ***************** allows us to do so. We will not be refunding any money for this project. 

  Customer response

  09/28/2022

  
  Complaint: 17799310
  
  I am rejecting this response because:
  After 26 days that this Excel co-owner has taken to respond to my BBB complaint, I can see that he must think both you and I are uniformed women. Let me start by saying I have pictures of the many stages of this year-long horror, and email correspondence backing up all my claims, and this co-owner who was never a part of this process and never spoke with me before in fact is misinformed by the handful of agents (who I found most times was not aware of what the other is doing). Allow me to inform:
  EXCELS ERRORS: 
  The Company most definitely  mismeasured the liner and it was their own technicians who said so; they spoke to two agents over the phone in front of me after installing the liner on the same dry cold day in December (6th) (after one of their men prepared the dry pool floor that morning). They discussed with me and their agent (initials JJ)what they should do now that 3 Water On Wheels trucks (witnesses) were watching and waiting there to fill the whole pool on the same day -as necessary in our area (as I informed them in several emails dating back to April14, 2021 when I purchased their safety cover, steel steps, and liner. Excels decision ti deal with the extra large and wrinkling liner was not to cut any of the holes in the liner so that they might be able to return the following spring 2022 to stretch out the many large folds on the pool floor to empty the pool, reimburse us for the wasted water fill and to try to remove some of the folds, place the holes, and start up the pool. So, the co-owners response in paragraph 2 about the folds being caused by some ground water is a ridiculous lie, or shows hes totally misinformed of the mistake. The folds were there from the moment they installed the liner, and his installers know it. Their decision not to finish the job alone proves it. I do have email correspondence backing up their plan to return to complete the project that we paid for in full.
  
  Evolving from this same liner-folds issue emerged another major problem. Our pool has been losing water this summer (an inch a day). I have emails to support that Excel never returned the 2 plugs to the return lines when they installed the liner the first time since they decided last minute not to cut the holes. This means the return lines were open all winter. We hired a professional pool diver to make sure that there was no other tear in the liner other than the tear that an Excel technician did when walking up and down the pool steps with his partner in their shoes-another mistake. Their technician (first name W) called me over to steps and showed me what he did, assured me that he was insured and patched it. We asked Excel for compensation for the damage to the new liner and never received a response. Anyhow getting back to the plugs: The pool water level finally stopped dropping at the return lines, which tells us the leak is now in the return lines,which probably cracked over the winter as water rose from behind the liner into the return lines that were left unplugged by Excel. (I also have pictures of the unplugged lines when they took off the new liner in June, 2022. Fixing cracked underground return lines under cement walkways and a new deck will be costly for us.
  
  When Excel finally returned on June 2, 2022 to reopen pool, they kept the cover on and stuck a pump in the pool ( under it) on 5/23/22 and they took off; they left it there unattended until June 2nd! (draining the water, relieving the necessary water pressure from inside the walls and using our electricity 24/7. (Our bill that month was $304). Excels negligence caused our pool walls to collapse for the first time in the 30 years we have lived here. When they realized this damage had occurred their agent threatened he would not schedule the guys to return to finish if I had not paid him an additional $4500 (overnight) for an added dry well project  which was necessary if the water table should rise while they were working. My husband and I saw it as a waste of money and believe it jeopardized the integrity of our pool floor (with the many cuts they did all along the floor.)
  
  I explained in the original complaint I believe that another mistake is that Excel haphazardly tore out our pool light when removing the old liner (giving us another added expense of $1000 for a new light since it no longer worked as it did the summer before). They also removed the original liner ring that surrounds the light chamber securing the old liner, (I have pictures  to prove this too). So, the ***** housing claim that this Excel owner makes in his paragraph 1 is also untrue. They removed the original ring and replaced it. Then Excel mistakenly installed a 120v light fixture in a 12v electrical box. I hired a real electrician ( to witness and verify as well as) to examine why this light Excel installed wasnt working. I also mentioned we hired a diver ($350). The diver examined the correct light fixture (12v) while he was under water looking for a leak in the liner. Since there were two long and unsightly strands of rust coming from the replacement ring. The diver describes that the light fixture was installed improperly-another mistake-as the bottom tab was sticking out and it should be inserted first. The light was swinging loose. He also said the rust stain strands were specifically coming from just two of the screws- which he said were obviously not the original screws since no rust was coming from the others- and probably not stainless steel.  (An Excel technician came to clean the stains on Aug 25thand the stains returned on Aug 29th, 2022). The diver surmised that they mustve lost 2 of the original screws and replaced them with these. Our pool light never rusted up the liner for 30 years, so this hardware was Excels. Incidentally, part of their contract was to replace all facing frames-skimmer, etc. This also makes the Excel owners paragraph 1 about our old housing quite the farce.
  
  We are still asking for the same  13% reimbursement of our total expenses (half the cost of the damaged liner alone)  as first requested in our initial complaint to BBB, even though there was clearly more damage to our underground return lines.

   

  We have plenty of pictures and correspondence to win in a court of law. 
  
  
  Regards,
  
  **********************************

  

  Business response

  10/07/2022

  One of the owners of Excel Pool Service attempted to contact ***************** to try and resolve this matter. We have not gotten a call back. Perhaps ***************** can set up a good time to speak to the owner?

  Customer response

  10/07/2022

  
  Complaint: 17799310
  
  I am rejecting this response because:No message was ever left on my cell Phone or my email which Excel most certainly has
  
  I have Robocaller so if anyone called me from an identified number I will not be disturbed with it unless a message is left. So far I have never heard from either owner since we purchase everything April if 2021. Even with all of the problems that arise brother owner had the courtesy of speaking to me even when I requested it.

  Not sure what can be accomplished aside from the extremely fair (partial) reimbursement of the defective liner we requested. We do not trust the workmanship of Excel Pools. 
  

  Also clearly this co-owner was not apprised of all the errors of his technicians by his staff. Now he knows the horror we went through and should just do the right thing. We have no idea how we are going to fix the major problem of the cracked return lines come springtime. He should know I have absolute proof they never re-plugged up the lines before the winter. In fact Jjj even let me know in an email where they left the plugs outside. It is a major job needing competent people who will do it right and finish it in a timely manner. Im not sure what this owner has to say at this point. 

  He could write his offer to my email- which his staff has- and well see if its worth pursuing any further over the phone. Were really tired of the BS.
  
  
  Regards,
  
  **********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩