Pool Heater installation & follow-up
UNETHICAL AND UNTRUSTWORTHY. Improper installation, attempted gross overcharge on parts, and failure to stand behind their work.
Pool heater installed in 2014. Since that time, we have observed a deterioration in the health of a row of cedar trees, the closest to the heater being effected the worst. Three years later, we have now lost three trees.
Their serviceman attended and determined the cause of the leak was a missing gasket between the heater and the rest of the system, replaced it and left. We were disappointed that the installation had been done improperly but satisfied the matter was closed. Approximately 10 days later, we received an invoice for $120 for the repair!! Thinking this was an administrative error, we called and were put through to the Service Manager. We explained the situation, with no mention of the loss of trees. Only that a bill to properly install a missing gasket to stop a leak should not be our cost. He refused responsibility stating that the leak would have become apparent before now. I explained that we did suffer effects of it and offered to send a photo of the trees that show death or deterioration, increasing in their proximity to the heater. He then suggested that it was the fault of the pool opener/closers. I pointed out that we did our own opening and closing and that those connections were not touched; that the lines were blown out from the filter side. He stated that trees die all the time, and that he has a tree that died that is nowhere near a pool.
I explained that all I was asking for was that the gasket be replaced without charge as this was caused by their faulty installation. He refused to credit this cost. I advised that this would result in my having to pursue the matter legally.
My next step will be to attempt to resolve the matter through the Better Business Bureau. If that fails, then I will consider a civil suit. Given the effort and costs involved in going that route, I will include all such costs, including replacement of the losses to the garden in my claim.
- Approximate cost of services:
- $2,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi Pete, Thank you for your feedback. I feel a response to state the facts will clarify the charges incurred. On July 11, 2014, we installed a new H250ED2 Hayward heater to replace an existing heater and replaced some plumbing connections at the pump intake. Upon completion, the work order was signed as complete.
On July 14, 2014, we followed up with a phone call to your residence and were told all was working well.
Three years later on June 14, 2017, you called and requested a service call to repair leaks on your pool plumbing. As is our normal practice, you were informed of the service call charge and provided your credit card to secure payment and book the call. On June 27, 2017, the service tech visited your residence and found that a heater o-ring was missing as well as a filter o-ring which was also missing. The tech informed you, we replaced the heater o-ring and you declined to have us replace the filter o-ring.
The design of the unions on the heater is to allow for disconnecting the plumbing for winterization. The plumbing in and out of the heater will not seal without the supplied o-rings. It is impossible to prevent leaking without these o-rings. If the plumbing had been leaking for 3 years, you would have experienced substantial water loss in the pool on a daily basis for the past 3 years. Based on your equipment location and installation, you would have noticed this immediately upon the heater installation in 2014.
As Ken, the Service Manager, explained, this is a chargeable call and I support this decision.
As for the condition of your trees, I am not a qualified aborist so I cannot offer an opinion of the health of the trees. We have only provided onsite service to your house on these 2 occasions.
I trust this clarifies the charges incurred.
Sincerely,
Bill