Advanced Pool & Spa

1. 3/2/21 Scott Hill with Advance Pool & Spa gives quote to repair/rehab our pool $16,155.00. See attached. 2. 3/16/21 Paid Deposit to Scott Hill with Advance Pool & Spa (APS) for $8,077.50 See attached screenshot of check. 3. Around week of 3/24/21 APS shows up and replaces pool pump, saltwater tank and salt cell unannounced. 4. End of March 2021: Boling concrete removes concrete from around pool. Pool frame is now exposed. Scott Hill with APS is notified and he states he will come by to take measurements. He stops by our house unannounced, and calls me to say he doesn’t think they can repair the pool now? I told him Just Pools bid to repair the pool and I would find out from them how they plan to repair the pool so APS could do the same. He said OK if they can do it, we can. 5. 4/10/21 I text Scott Hill from APS that Just Pools would cut off a portion of the top of the wall on the existing pool and install a new track on top of wall. No reply. See text screen shot attached. 6. 4/11/21 I text Scott Hill from APS what is the plan to begin repairs on the pool. He replies that they are not “comfortable repairing pool” and now want to install a new pool. I reminded him that he said if Just Pools can repair it, we can also therefore I checked into the repair plan for him. See screenshots of texts attached. 7. 4/13/21 APS emails us a new quote to replace the pool for an additional $34,500.00. Bait & switch tactic. See attached Quote. 8. 4/13/21 I emailed Scott Hill at APS and told him we would be using Just Pools to rehab our pool since his company could not do the work like they bid. See attached email. 9. 4/15/21 APS office manager confirms amount to refund from deposit for not completing the pool rehab. Only new pool pump, salt tank, salt cell and above ground plumbing were completed. They are charging us $6,180.00 and send a refund check for $1,897.50. See attached email. 10. 7/5/21 Pool rehab is completed. I email Scott Hill asking for paperwork on the pump they installed, and they send a link to manufacture. See attached email. 11. 7/7/21 Deanna Woods emails Scott Hill that we are having an error code on the pump. Pump has only been running 2 days. No reply. See attached email. 12. 7/8/21 I text Scott Hill asking for help please and see email sent to your office manager. He replies they are coming out tomorrow and cannot give a time. See attached text. 13. 7/9/21 APS stops by unannounced and resets the pump to get it working. Did not tell us what the issue was or that anything else needed to be done. 14. 8/8/21 through 8/11/21 Deanna Woods emails Scott Hill that pump is not working again. Sends a screenshot of the error and screenshot of online research. Deanna also has electrician look at pump to see if they can figure out what is wrong. After no reply after two days, I call APS and they state that they are going to charge us $95.00 to come out and look at the equipment they installed? So I pay the $95.00 with credit card over the phone because we don’t know what else to do. 15. 8/11/21 APS sends out service tech, unannounced, and Scott texts Deanna stating the electric is ran wrong? Why didn’t APS say this in July when they came back out to fix error? See email with text screenshot and Deanna asking for explanation. 16. 8/12/21 We call our electrician, and he comes out. He says electric is hooked up the way APS said to hook it up and tested fine. Electrician does not know what else to do to get pump and salt cell running. Sent Matt photos of tester hooked to pump. I send this photo to Scott Hill via text. We text back and forth, and he says he thinks new electric needs ran. Does he want us to pay him to run it? I reply I will get back to him Monday because I am now going to have Just Pools look at the pump because I don’t think APS knows what they are doing. After all the trips out here and now they say it needs an all-new electric line? Scott replies he is stopping by my house, again, and say the pump is up and running again and wants to rewire it directly to the breaker. 17. 8/23/21 I pay Just Pools come out to look at pump. They take the cover off the wiring box and find out whoever installed the pump smashed a wire with the cover, see attached photo, and this has shorted out and burned up the pump. The electrician or Just Pools have never touched the electric on the pump. 18. 8/24/21 I emailed the photo of the smashed wire to Scott Hill and ask that they set a time to meet with me so we can discuss resolution. Scott calls my cell within minutes and leaves this long voicemail pretty much saying they are done and don’t contact them anymore. See transcription of voicemail and recording of voicemail attached. 19. 8/24/21 Matt and Scott Hill and APS office manager send several emails stating APS is not responsible for the equipment they installed because there are 3 companies working on the pool and we needed to call the manufacture directly? So, it’s no longer an electric issue, now it’s a manufactures issue? And to pick up my pool cover that they said they would deliver in writing already. I let them know I would be reported to BBB, State Attorney General and filing suit if they did not work to resolve this issue and we copied our attorney. See attached email thread. 20. 8/26/21 through 9/2/21: APS keeps emailing me asking when I am picking up pool cover. I reply with the email thread showing they agreed to drop it off. They still would not drop off the cover. I finally email them we will include a pool cover in our lawsuit, and they drop the pool cover off in front of my garage door. 21. 9/3/21 I called the manufacture of the pool pump and they said we must deal with the contractor that installed it. 22. Requested resolution: we request Scott Hill and Advance Pool & Spa, refund our $6,180.00 and remove the faulty pool pump, salt tank, salt cell and above ground pluming they installed. We only used our pool for a couple weeks this year because the pump and salt cell would not stay running.