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  • On June 14, 2016 I had my filter screens replaced at the 7th Street location and when I returned home to put the filter back in the housing tank the screens were not aligned correctly to fit back in. I immediately returned to the store to advise them of their error and I was told by Ralph the General Manager to go to the 35th Avenue location due to them being short staffed and too busy. Upon arriving to the 2nd store I waited patiently as they were also busy and short staffed. When I finally spoke with JR and explained everything he took the screen apart to realign and advised me that he would need to replace the rod and a nut as the 7th Street location did not even have the parts to correctly replace/repair the screens to begin with. Once JR completed the repairs I returned to finally put the tank and filter back together. We shocked it, added additional chlorine, vacuumed and back-washed it and within 3 to 4 weeks after replacement the pool turned green and cloudy again after using all the proper amounts of chemicals needed for proper maintenance as I have been a pool owner for over 10 years now and never had any issues such as this. On August 27, 2016 the pool turned green yet once again so I returned to the 7th Street location to explain to Ralph the General Manager my situation, he advised me to shock the pool again so I purchased 10 more bags of shock chemical and shocked the pool. The next day we went to vacuum the pool to discover now it was cloudy as it was when this whole ordeal started. Upon attempting to vacuum I noticed the pump pressure go up to 40 PSI and shut it down immediately and called our Pool Tech Mark whom came over to take the pump apart upon doing so he found the filter sideways in the tank and the replaced nut was in the bottom of the tank with DE. He removed the filter to spray off to discover the screens were all vortexed inward at the bottom. I yet again returned to the 7th Street location to speak with Ralph, this time however Mark my certified Pool Technician spoke with him and JR from the 35th Avenue store who happened to be there. Mark explained what he had discovered since tank had not been opened since the original replacement on June 14th, I asked Ralph if there would be no charge for replacing the filter screens since they were only 2 1/2 months old and he replied to both Mark and myself "No" as well as apologizing for not having the time to fix the situation on June 14th. The next morning I received a call from Ralph stating it would cost me an additional $115 after paying $225.59 2 1/2 months ago then JR took the phone to advise me that the metal ring should have been on the outside however now it was on the inside along with that I had not put enough DE in the pump in which I advised we put 8lbs of DE in as well as additional after each back-wash AND the metal ring had ALWAYS been on the inside. I them asked to speak with Ralph again to advise I would not pay an additional $115 since this was absolutely the negligence of the 3 B&L Pool staff whom worked on my filter and I would proceed with contacting one of the local news stations complaint and consumer advocate departments to have his resolved since they were unwilling to admit their error and negligence in-which Ralph proceeded to immediately hang up on me disconnecting our phone call. Approximately 15 minutes later Dale from B&L Pools called to ask my side of the entire situation after Ralph spoke with him. Dale reiterated the cost of the repairs being $115 as well as almost the entire conversation I had with Ralph & JR along with now the strainer was flattened which had never been mentioned prior and was not before the filter was returned back to them. I advised Dale the Mark my Pool Tech would call him shortly and Mark reiterated our conversations with both Ralph & JR advising yet again we were told there would be no charge in which Dale proceeded to reiterate their conversations they had with us. By the end of this conversation between Dale and Mark, Dale agreed to send the filter back to the manufacturer to have inspected for possible defects in the filter. As of today October 19, 2016 the only phone call received was by my roommate on September 16, 2016 whom advised that I was out of town and she did not know what was going on and my housing and screens are still sitting at B&L Pool on 7th Street.
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