Pool filter doesn't do the job

Pool filter doesn't do the job

COMPLAINT: Michael Warner, Charlotte, N.C.

"I had Clearwater Pool Service install a new cartridge filter, but it doesn't work. I have requested service twice to have the matter corrected and they have been totally unresponsive.

"The new filter seems to be substantially undersized for the volume of water to be filtered. After a month - and double the usual quantities of chemicals to try to get the water clear - I called them.

"Their technician said the cyanuric acid level was 3 1/2 times as high as a test showed the day before, and that I should drain the pool and refill it.

"They also repaired a cracked pipe. However, they billed me for the cost of the repair, which clearly is warranty work."

DESIRED RESOLUTION: "I want them to acknowledge that the pipe repair was warranty work and cancel the billing. I also want a functioning filter, if the filter unit costs more than the one they sold me, I will pay the difference, but I will not pay for labor to install it."

RESPONSE: Marie White, supervisor, Clearwater Pool Service

"We presented several options for the member and he chose this filter, which was the cheapest on the list. After the installation, he refused our offer to help clear up the algae and said he could take care of it himself.

"About a month later, he called the office and one of our techs went out, tested his water and told him his cyanuric acid level was extremely high. The tech told him how to lower the level and we didn't hear from him until he called to tell us that he couldn't get his pump to prime.

"The tech had to replumb the suction and the return side of the filter pump, which is a sign that the pump had been allowed to run dry for a long period of time. The balance of $130.06 from the plumbing work is not warranty work.

"We would be happy to install a larger filter for him, but we will not absorb the cost of the labor."

STATUS: Resolved

Editor's note: The member informed Angie's List that he agreed to pay $65.03 and he considers the matter resolved.


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