Pool built this year
- Company Response
We are very grateful for your business and look forward to serving you in the New Year!
We are very grateful for your business and look forward to serving you in the New Year!
Dear Barry and Lynda,
Thank you for your kind words. Creating a beautiful backyard is always a co-dependent experience. Especially when people are willing to listen to each other and offer suggestions and take advice. Also, it helps when homeowners are willing to alter expectations to match realities and align with budgets. Your small backyard presented some interesting challenges but thankfully we were jointly able to agree on some good solutions. We find that when people trust you that's when the best projects result.
Marc Luff, Sales Consultant/Vice President - Betz Pools Limited
Dear Ingrid G,
I am sorry that we were not able to please you on your project. However, I our experience of the facts are quite different from yours. For example:
1. Regarding your comment about talking to the neighbours of your friends, the reason we tried to please you was because we had wonderful experiences, and continue to serve with satisfaction, all of your friends for whom we built pools and did total backyard projects.
2. In the end, we never did build you a pool, although you initially requested one. We did a full backyard design with two different pool design options. You decided you could not afford a pool, so opted for a standard acrylic hot tub from our store plus some landscaping. You changed your mind frequently and we ended up with nine different sets of design changes. It eventually became obvious that we could not please you.
3. Regarding fulfillment of warranties, due to your lack of payment, we never got to the point where a warranty would be in effect. In fact, we had to have our lawyer take legal action. Mr. Betz agreed to significant concessions if you agreed to find another firm to serve you. Once you agreed with that we closed your account.
4. Finally, this is the first time you have mentioned anything about architectural concrete. It's tempting to address the inaccuracies in your claims, but it's better that we stick to our word to move on.
Again, we regret that we were not able to satisfy you and wish you better luck going forward.
Marc Luff, Sales Consultant/Vice President - Betz Pools Limited
Hello Gary,
As discussed with you by phone today, it is unfortunate that you did not call us about the problem so we could take care of it for you. We do understand that you had a crew onsite who was able to remedy the matter immediately. Plus, you were correct in thinking that our crews are very busy right now (especially with this season’s weather delays) and it would probably have taken us a few days to get there.
As mentioned, we sincerely apologize for this occurring and are not sure how it happened. We normally bury all water lines at 12 inches, but occasionally this may vary depending on site drainage conditions. I asked you if there was anything we could do, but you said at this point nothing further is required.
As one of the owners of Betz Pools, I am very concerned about protecting our reputation for quality construction and service, so please feel free to contact me if anything is required in the future.
Kindest regards,
Marc Luff, Betz Pools 905-640-1424
Dear Betz Customer,
I am sorry to hear that you have been having difficulties, we take our commitment to strong customer service very seriously. Mr. Betz would be pleased to talk to you if you kindly contact me and provide your name and contact number.
Dave Clark, Betz Pools Customer Relations
Tel: 416-340-1000
Email: dc@soulutions.ca
Dear Betz Customer,
Since we have not heard from you we cannot be 100% sure who you are, but we did receive a similar anonymous complaint on a different website in June and have concluded that your initials are probably K.N. As we stated on the other website, Mr. Betz would be pleased to speak to you and you are welcome to call him at the number below. In the meantime, I wish to point out that your pool, which was built by a landscaper not a pool builder, is substandard in many ways. It has unconventional plumbing which makes it very difficult to service. The main drain leaks and should remain plugged. The one-piece plastic valves are difficult to operate, and if one of the handles does happen to break, the handle cannot be replaced as they can with conventional pool valves. After trying our best to provide good service for three seasons, we recently offered you a partial refund and mutually agreed that you would find a different pool service provider. We thank you for your patronage.
Matt Michell, Service Manager – Betz Pools
Tel: 905-640-1424
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This entry did not meet HomeStars review criteria.
For over 75 years Betz Pools has been Ontario’s premium designer and builder of custom in-ground concrete, vinyl & fiberlgass pools and spas. We also specialize in pool renovation, landscaping, pool service & repairs and are an authorized dealer for Generac standby generators. Betz Pools is now the leading source for turn-key Total Backyard Design Projects and is proud to have scores of regional and national awards to its credit. Betz also operates a swimming pool and spa supplies store with water testing, chemicals, pool toys, accessories, acrylic spas, barbecues and everything you need for backyard fun.