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Thread: Issue with PB response to repairs

  1. Back To Top    #1

    Join Date
    Aug 2011
    Location
    Fort Worth, TX
    Posts
    32

    Issue with PB response to repairs

    We recently finished our pool back in September. Since then, we've had some 'items' we needed to have looked at/fixed/etc. The last response I got from my PB was on Nov 9th when he emailed a response to a list of items we needed and I responded.

    One of my main concerns is with our spa actuator. We've had poor water pressure from the jets more than once where it was explained we needed to turn the spa off, then back on to see if it clears. Had another issue where we turned the spa on, came back an hour later to see most of the water had drained from the spa and the jets were just spewing water all over. After saying I wanted the actuator replaced, he replied saying his repair guy went out and ran the spa through it's complete cycle and found no issues so we shouldn't have any problems going forward.

    Then we ran into another problem, guessing while freeze guard was running, where the spa was down about 6 inches in the morning after I filled the pool the day before. I once again replied to our PB saying I still want this taken care of, then expressed my frustration with his lack of response. The last email was on Nov 28th, 19 days after my replied email from him. Forward to today, I still have not had a response.

    I'm wondering if I have some recourse. Is it possible to ask him to sell my warranty/servicing to another PB? Do I just email again, call, show up at the office? I'm very frustrated on this.

    To complicate matters, when we were paying the last check for the pool, he assured me every pool has a punch list that needs to be taken care of. He wasn't going to take my money and not show up again. He has been in business for over 20 years, so I'm not concerned about him being out of business, but this is ridiculous.

    I wouldn't think having to restart your spa jets 2-3 times to get high water pressure should be acceptable. Nor should I have it drain on me when I don't set it to be. Maybe I have high expectations and this is standard... Let me know!

    Before you ask, I won't give the name out.
    23x34' IG freeform play pool (18,850 gallon) ~ 7' spa raised 18" with 6 jets and 5 tier waterfall ~ IntelliChlor SCG ~ Pentair Intelligent VS-3050 variable speed pump ~ Clean and Clear 420 cartridge filter ~ Easy touch controller ~ Blue Granite Pebble Sheen ~ Intellibrite LEDs ~ Turbo twister slide ~ 8x8 flagstone tanning ledge with umbrella sleeve and bubbler ~ In-pool flagstone table with umbrella sleeve ~ 947 sq ft exposed aggregate decking

  2. Back To Top    #2

    Join Date
    Mar 2007
    Location
    Coastalish 'down easter'
    Posts
    4,160

    Re: Issue with PB response to repairs

    Sorry you're having trouble with the PB!

    It sounds like the actuator that shuts off flow to the pool is , for some reason, staying partially open at times. You might want to check the valve (as opposed to the actuator) to make sure the gasket on the gate isn't torn or has a glob of glue keeping it from fully sealing off the pool returns.

    I honestly can't tell you about transferring your warranty, but STRONGLY suspect it's a 'no - go'. Read your warranty and see if it includes a clause that voids it if someone other than the PB works on the pool.

    Please keep us posted
    Luv& Luk
    -Ted

    Having done construction and service for 4 pool companies in 4 states starting in 1988, what I know about pools could fill a couple of books - what I don't know could fill a couple of libraries :-D

    POOL SCHOOL, TF Testkits, Jason's Pool Calculator, CYA vs. cl chart, (Just a few DARNED handy links!)

  3. Back To Top    #3

    In the Industry
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    Join Date
    Sep 2008
    Location
    Silicon Valley, CA
    Posts
    1,636

    Re: Issue with PB response to repairs

    Have your lawyer send him a letter, see if that wakes him up. Or tell him he should just address these problems right now because it will cost him more in the long run to drag his feet and let it go to suit.
    Factory Warranty Station for:
    Jandy/Zodiac, Pentair, Sta-Rite, Raypak, Polaris,
    and Paramount pool cleaning systems.

  4. Back To Top    #4

    Join Date
    Aug 2011
    Location
    Fort Worth, TX
    Posts
    32

    Re: Issue with PB response to repairs

    I was tired of not having a response and the wife found the water level had dropped AGAIN this morning, even with the awesome rain we've had for 2+ days. It was well underneath the tile, so that prompted another email from me.

    From: Kevin
    Sent: Monday, December 05, 2011 10:24 AM
    To: xxxx
    Cc: xxxx
    Subject: FW: Pool Concerns
    Importance: High

    I've included a picture of today's spa level titled 'Spa Level Dec 5.jpg', in addition to the one from last week. After researching the issues with the spa, we believe it to be from not having the jets/light sealed properly, something causing the actuator to stay partially open, or a combination of both. Given there is a constant wet spot on the spa stone and a drop in water level, something is obviously wrong. Additionally, my wife checked an hour later this morning on the spa level and showed it dropped even more from the picture.

    I would like to note I am yet to hear back from you. We're teetering on a month since your last contact in regards to my issues and I'm seriously concerned about the lack of response. Is there another direction of recourse that would get your attention quicker?
    His response came after that...

    From: xxxx
    Sent: Monday, December 05, 2011 10:43 AM
    To: Kevin
    Subject: RE: Pool Concerns

    Kevin,

    I have been out of town since Friday, November 25th and the week prior was a short week due to Thanksgiving. The problem could be one of several things. It could be a valve adjustment issue or a PebbleTec issue. I just put a work order in for the PebbleTec installer to come out and check for a leak in the spa. If this doesn’t solve the problem we will take the next step.

    Thanks,
    xxxx
    A part of my concern is he did have my previous email from the 9th, till he left on vacation and essentially made my 12 month warranty 11. I still think the 'next step' needs to be done now, instead of after the installer comes out as it's 2 problems.
    23x34' IG freeform play pool (18,850 gallon) ~ 7' spa raised 18" with 6 jets and 5 tier waterfall ~ IntelliChlor SCG ~ Pentair Intelligent VS-3050 variable speed pump ~ Clean and Clear 420 cartridge filter ~ Easy touch controller ~ Blue Granite Pebble Sheen ~ Intellibrite LEDs ~ Turbo twister slide ~ 8x8 flagstone tanning ledge with umbrella sleeve and bubbler ~ In-pool flagstone table with umbrella sleeve ~ 947 sq ft exposed aggregate decking

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