Complaint Review: Rich At The Pool Man - Columbus Ohio

My husband and I were shopping locally for our new swimming pool, we had visited 4 different showrooms and our last stop was with Rich at The Pool Man (TPM from here on). After a lengthy discussion with Rich, a salesman, who gave us a COMPLETE package price of $3512.19.

We purchased the pool two weeks ago and signed a contract with The Pool Man. We decided that we were getting a great price and could not pass it up. We put down with an agreement that the remaining balance would be due upon delivery in the form of a cashiers check.

We were also told that we would need to order 5 tons of sand to be delivered for the installation ($175), we were also to pay them $400 for the building permit (which only costs $120, but per the city the contractor has to apply for the permit, TPM charges $400 for this service). We were also to contact an electrician to run electric to the pool. (These are all stated in the contract.) (During our entire conversation with Rich he repeated that he was new to TPM, but had been selling pools for 15 years. He had to go out twice to have the paperwork checked by a supervisor. When we asked him questions about products he referred to a pricing book and gave us the price in that book. He never showed us the prices in that book, this will be referenced later)

On May 17, 2006

I received a phone call from the installer that stated he could set up our pool this weekend and he charges $800. He would need $300 in the beginning for the guy to dig, and the other $500 to be paid by completion of the install. He said he prefers cash but would take a check. I called my husband and asked him if he remembered any conversation about an additional $800 for installation (because I did not remember any such thing) He said he did not.

I called Rich and asked him about it. He said I told you that you would have to pay the installers when they came! I gave you the price of the installation of $900, that is what I have down and a total package price of $4590. $900 of that is the price of the install. I said , NO, you told me that I would have to pay the balance when they came to put it up, I do not have anywhere on my contract or any of the papers you gave me a total of $4590. (Even with the install included our price would have been $4412.) I am sure he said no such thing about an installation charge, and told him that I would be calling him back

On May 18,2006

I went in to TPM Store to speak with Rich about a miscommunication we had regarding the sale of a swimming pool to us. The problem is that Rich did not mention an additional charge to install the swimming pool. On our contract it states that the pool would be delivered by TPM also the set up was checked that it would be done by TPM. There was a section of options included that had a few items that were not included with our particular package that Rich had me sign off (initial) that I knew they were not included. Beneath that section there is a listing of expenses that were to be covered in addition by the purchaser.

Those items included electrical, permits, sand, and water for the pool. No where in the contract does it state that there would be an additional charge for assembly. It does state in the contract that all sales are final and there would be no refunds of the deposit or any money for any reason. This, I learned was one part of our contract they would honor.

Rich told me that he did see where I might be confused about the contract, but he was sure that he told us the installation would be additional. He opened up his little pricing book and showed me the price of our pool with the $900 install fee next to it. He had not showed this to us previously, he used the pricing book only for himself. He then admitted to me that he realized after we signed the contract that the set up should have been checked in the YOU box, but he accidentally checked the one that said US (TPM).

He said that ours was actually the first sale he has done for TPM, and after we left he was told he had it checked wrong. (He had 2 weeks to contact me and let me know it was wrong and to correct it, he did not.) He then said to me Well what do you want me to do? Did you think that the $3590 included everything? That is just crazy. I can ask the manager if we could do any refund of the installation price if you want. I said that would be good, but we did think that the price was all inclusive for $3590, that is near what other pool companies had quoted, and we went with TPM due to our prior dealings with them.

We could have ordered the same pool online and had it delivered for $2500, and then had it installed ourselves. He went to talk to his manager and came back stating there was nothing he could do, the manager was unwilling to do anything about the installation price, he would do no refunds. (per our contract) He again told me I was crazy and that he has been selling pools for 15 years and he is sure that he told us about the install fee. I said well, unfortunately we have not been purchasing pools for that long, I told him I appreciated the effort (albeit minimal), and left the store.

I would have been satisfied if we could have agreed to disagree and them at least refund me of the installation due to the fact he filled out the contract incorrectly! I will be having this pool installed this Thursday, and will promptly be filing a case with small claims court as soon as I pay the installer and get my recipt. This is a report directly on Rich, not TPM as a company, I have not dealt with anyone else there on this matter, so I am holding him responsible.

I am sorry for the length, but it is necessary for the details.

Jenn

Grove City, Ohio
U.S.A.