Goodall Pools & Spas is, and always has been, committed to providing exceptional customer service to our clients. We are an award winning professional pool service company, maintain an A+ rating with the Better Business Bureau, and have been named as one of the Top 50 Pool Builders in the Nation by Pool & Spa News.
While Mr. Nicholas’ dissatisfaction and complaint is unfortunate, we disagree with his position.
Our sales representative, Ed McGroarty, met with Mr. and Mrs. Nicholas on June 14th, 2016 to look at the project, and provide an estimate. At that time, a proposal was supplied to Mr. & Mrs. Nicholas for the work. This included a custom, special order pool liner, water to fill the pool, a new filter system, repainting the coping, and misc. parts and plumbing to complete the installation. At that time the customer was also advised that, with our back log of work, we were currently scheduling liner installations for mid-July. At that time, we were advised that they would be away on vacation until July 7th or 8th, and they requested the work be done once they returned. These dates are noted on the original signed proposal.
The pool also required work to be done on the steps, which is not a service provided by Goodall Pools. A name and phone number of a contractor who specializes in step repair was provided to the customer to contact directly and independently of our proposal. (Unknown to us at the time, that contractor had since retired due to health reasons, so a second contractor’s contact info was supplied to the Nicholases.) The step work had to be done prior to the new liner installation.
Upon looking at the filter system, and surrounding area, the Nicholases asked if we, or, know of a landscaper who, could help in cleaning up, regrading, and repairing the area around the filter system. This portion of the project was outside of our area of expertise. We supplied them with the name and number of a reputable landscape company we regularly work with. They were also advised that we could not speak for the landscape company’s schedule/availability.
Payment terms for the special-order liner, and our portion of the work were agreed to, the proposal was signed by Mr. Nicholas, a credit card # was provided to secure the deposit, and a mid-July start date was secured in our system.
The homeowner contacted the landscaper directly, but did not meet with them until July 8, 2016, and, on that date, agreed to terms on the landscaping work directly and independently of the contract with Goodall Pools. Per the landscaper, they asked that the landscape work be done in August.
On July 11th, we called Mrs. Nicholas to schedule measurement of the pool, and begin the installation process as promised. Mrs. Nicholas said she was busy and said she’s call us back. At this point, the pool and old liner was fully functional, and the customers were swimming. We heard back on July 25th, and were told by the homeowner, that we were not permitted to do the work until the landscaping portion was done. During this time, we measured the pool, ordered the liner, and waited for landscape phase to be completed. The landscaping portion was done on 8/22/16, and, only 2 business days later, the new liner was installed on 8/25/16.
The delays in starting the project referred to in Mr. Nicholas’s complaint were in no way the result of Goodall Pools.
On 8/26/16 we were called to look at the homeowner’s Caribbean Clear unit and the pool heater. On 8/30/16 both our senior technician and service manager went to look at both units. During the landscaping phase, the landscapers inadvertently clipped 2 low voltage wires to the homeowner’s Caribbean Clear pool purification system. The once clipped wires had since been spliced back together, and the anode was receiving proper voltage, however the display readout was blank. The anode (which is a wearable/frequently replaced part) was completely deteriorated (which is expected to happen every few years), and photographed by us on 8/30/16. This unit was over 20 years old, and well out of warranty. We were told by the customer that Caribbean Clear would be contacted to make a repair. Our service team also confirmed the heater had no Freon in it (this also happened back in August 2015). The homeowner opted to not refill the Freon at this time.
During the liner installation, one of the safety rope hooks was found to be faulty and had to be eliminated. We immediately began working on a suitable, safe, retro-fitted resolution. Due to the age of the pool, and now-obsolete coping, this took some time. Eventually, a suitable replacement was found, but initially declined by the customer over a misunderstanding of placement.
This issue was later resolved between Ed McGroarty and the homeowner, and a suitable installation of the retro-hooks was agreed upon. Ed McGroarty asked at this time, if there were any other outstanding issues, and the answer was no. Mrs. Nicholas also asked us to provide an extra set of filters, which was brought to their house when the hooks were installed on 11/30. At no time during this meeting was Goodall Pools made aware of any perceived financial responsibility regarding the Caribbean Clear unit. The customer was issued a final bill on 11/29/16, but the work had been completed (except for the rope hook), and the customer was using their pool and new equipment since late August 2016. Not September 25th as stated in Mr. Nicholas’s complaint.
On 12/15/16, 2 weeks after issuing the final bill, we were advised that Mr. Nicholas believed us to be responsible for the $1,800 replacement of his Caribbean Clear unit. This came as a complete surprise, as it was done with no prior communication with Goodall Pools. On 12/15/16, Ed McGroarty called George (Caribbean Clear’s tech wo serviced the unit) for clarification of the issue and reason for the repair. Ed explained that the wires were clipped by the landscapers, and that the voltage to the anode was good when we were there to look at the heater. He also advised George that the display was blank at that time. George’s response was that the transformer in the unit had failed due to age, and that, “Short of sending 440 volts of electricity, there is NOTHING Goodall Pools or the landscaper could have done to cause that to happen.” (440 volts of electricity were never sent to the unit.)
George’s belief at the time, was that the transformer had merely failed due to the age of the unit. George also advised us that at the time of his service call, he had offered to replace ONLY the transformer for approximately $350 or replace the entire unit for $1,800. The customer opted to have the entire unit replaced, even though the transformer alone would bring the unit back to a normal operating condition.
Mr. Nicholas believes our technician “jammed a screwdriver” into the cover lid and caused the damage. Our technicians are trained professionals who work on circuit boards and control panels every day, and assure me that this is not the case. Again, when we were there on 8/30/16, the display on the box was already out, proper voltage was going to the anode, and the anode (due to age) was completely corroded. Even if we had “jammed a screwdriver” into the unit to open it, our reason for doing so was that IT WAS ALREADY NOT WORKING. From a logistical and rational perspective, Mr. Nicholas’s opinion does not make sense. Mr. Nicholas has said that he had been told otherwise by George at Caribbean Clear. However, a second call to George by us, refuted this statement
Regarding Mr. Nicholas’s claim that we exhibited poor communication, we have pulled our phone records, and have a history of 9 outgoing telephone calls, and at least 3 emails to the homeowner between 7/11/16, and 8/31/16.
Regarding Mr. Nicholas’s statement that Ed McGroarty rejected his final offer (which as of 12/28/16 was to split the $1,800 bill = $900 each) is partially accurate. Ed reviewed the timeline of events as described above, reiterated George’s opinion, and stated his belief that nothing Goodall Pools did would cause the issue with the Caribbean Clear. Ed also stated that, even if Goodall were responsible for the damage, it seems unreasonable that Goodall be responsible for an entirely new unit to replace a 20+ year old, out-of-warranty unit, with visible and documented corrosion and wear, when all that was needed was a $350 transformer. Ed counter-offered that, if Caribbean Clear would confirm that the transformer was, as Mr. Nicholas asserts, damaged by a screwdriver operated by Goodall Pools, we would cover the cost of the $350 transformer, and deduct that from the final bill. Mr. Nicholas said he would contact Caribbean Clear with that request and get back to Ed. Mr. Nicholas apparently filed his claim immediately after that conversation. This offer still stands.
As of 1/5/17, other than this claim, we have not heard back from Mr. Nicholas. We have also not heard from Caribbean Clear that we damaged the unit.
Finally, regarding Mr. Nicholas’s statement about our deposit collection policy. We have contacted the Bureau of Consumer Protection in the Office of Attorney General. They have confirmed our compliance with the current law.
They have confirmed that because the liner is a custom special order material it does not fall under the 1/3 deposit collection maximum set forth by the Home Improvement Consumer Protection Act. Goodall Pools is dedicated to always acting within the laws set forth in the Commonwealth of Pennsylvania. We have been since our inception in 1962.
Goodall Pools is a professional, reasonable, ethical, and committed pool company, with deep ties to the community. If we make a mistake, or damage something, we own it and accept responsibility. Unfortunately, in this case, we simply believe that what we are being asked to concede to is neither fair nor reasonable.