After your pool was installed, we gladly and in a timely manner fixed multiple minor issues (small stone removal from under the liner x2, new sand filter under warranty). Last season, we asked you to please contact us when you were ready to have the pool drained below the shallow end to remove the stone and did not hear back until the end of the season - understandably, as it was a very hot summer and the pool was in heavy use. As soon as we were given the go ahead, the issue was rectified and pool closed (no charge). This was not a matter of refusal and certainly not you being ignored.
The cover, in which you insisted on getting and maintained that no anchors be put into the waterfall was advised against. After having the a rep from the manufacturer & our crew meet you on site to discuss, they agreed to make the cover. After the install, you were of course not happy with the way it attached on the waterfall side of the pool. Our technicians offered a number of options on multiple occasions to try and help solve the issue, though you were unwilling to take their suggestions.
We take pride in our work and would not refuse to correct a problem that one of our clients may be experiencing.
the Rand Pools Team