I was astounded that the Marc Luff of Betz reached out to me to discuss a problem I had with water lines that were installed in 2000. He was very sympathetic and understanding. Mark Wideman came to my house and was quick to take ownership of my problem. The Betz "A" team showed up and for two days worked on the leaks and repaired everything perfectly. This was not an easy repair, and they worked very hard to ensure everything was in working order. Could not have been more pleased with the result. Mark Wideman, the person that originally designed our pool, took care of all the details and I was not charged for any of the repairs. Mark Wideman and Marc Luff are the owners, are proud of the Betz brand and will do everything to provide perfect service.
I had Betz install a pool in 2000 and have been very pleased with everything...the pool and landscaping project was excellent. I was very pleased, until now. After all these years what could go wrong? We are having some lawn removed beside the mechanical shed and cabana (which was also installed by Betz), and having the lawn replaced with concrete aggregate to provide a move stable walkway to the backyard. The removal of the sod produced some ugly results. The water connection from the pool to the pump/mechanical room was only laid just below the sod. Consequently, the removal of sod resulted in the water connection being destroyed. I have had two contractors tell me that the water line should have been buried at least 18 inches below sod. If this connection was installed properly by Betz the water connection tubing would not have been destroyed by my concrete contractor. I have had the connection repaired, but it will now have to be buried deeper to make room for the concrete aggregate. This has obviously cost me money to repair. Is a homeowner really expected to monitor every aspect of a pool installation to ensure standards are met? I trusted Betz to install without me being on site to monitor that standards were met. Now, in 2017, I discover that they were not: I would be very interested in a reply from Betz.
- Company Response
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.
Marc Luff, Betz Pools 905-640-1424