Complaints

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 4, A service call was placed to American Home Shield which then contracted AB Nation to complete the request. I had a pool pump to go out and broken laterals in my pool filter/replace the media/sand. I took off of work based on the date and time they gave me to come out to analyze the repairs (NO SHOW), called so many times, and finally someone came out the following day. After AB Nation left my property, they did not call or return to repair until JANUARY 3 (TWO Months later). I took video and pictures of my pool equipment before the tech arrived. When the tech arrived, I had pictures taken then of his supplies he brought. The tech (Jordan) called me after he finished and spoke with me on my ring camera to say that he changed the motor and sand but now my Chlorinator has a crack in it. I told him then that It was not cracked prior and that I am not sure why it would be now. He said my warranty does not cover the chlorinator and I will have to pay for that or have it replaced. I went out to see the work, turn on the motor, and take pictures. He did a very messy job with blue sealant everywhere. Most of all, he broke my chlorinator while making the repairs to the filter. I can not still turn on the pool pump to operate the system and water is pouring out when I attempt to. I have emailed the company, Atten M******* with my dissatisfaction on 1/9/23, asking for a response. American Home Shield attempted to reach them on my behalf and was told AB Nation will upload pictures of their work prior to starting but they have not. A recall was sent to them, no response to date. I am left with a pool that does not work, messy blue sealant all over my pipes, and having to call another tech to spend another $300 to replace my chlorinator only to see if the work AB nation completed actually works. Lastly, I paid $350 for the new media of which the pictures shows I received 4 bags and not 6 as I was told that is needed (1 bag/$50pr bag) for a 300lb filter.

  Business response

  01/25/2023

  This crack occurred during the hard freeze that took place in the area.  You can see by the type of crack it was, it is like many that we and other pool professionals have seen in the area after the hard freeze. We never worked on this piece of equipment. We can not cause the damage if we never touched the part. Furthermore, there is no way the spider cracks that occurred, happen to that type of material other than the freeze. The pictures that were sent are before and after the freeze. I have the same pics taken by my tech for our proof that we did not cause the damage. There is no justification for claiming we damaged the equipment. The claimant had freeze damage and is wanting to blame someone other than it being the freeze.

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