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Troubleshooters: Pool company draining customers

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In this Troubleshooters Report, a New Hanover County man who has spent more than $12,000 on a pool he can't use. Ed Gilchrist hired Cash Pools out of Jacksonville to install a large, above ground pool in his backyard. But after a series of problems, the pool had to be drained. After months of back and forth with the contractor, Ed's family is still waiting to go for a swim. "I have had some problems not only with the heat pump and the leak in the liner, I've had problems with the salt chlorinator that has not been working right since we installed it," said Mr. Gilchrist. Ed called Cash Pools to report the problems. They came and removed the faulty heat pump in August, and the leaky liner shortly thereafter. "He told me the other unit would be in 2 weeks after then, he said there were some problems with shipping, but now it's January, and I still haven't got the unit," Mr. Gilchrist said. Ed said he has heard one excuse after another. Most recently, the company owner has been having health problems that he said are keeping him from fixing the pool. Ed understands things come up, but his patience has run out. Ed Gilchrist is not the first person to have a problem with Cash Pools. The company has an unsatisfactory rating with the Better Business Bureau. They have also had a judgment filed against them in small claims court. Ed said, "I do not recommend him, he's on the website and said "your pool is our reputation." To me, he doesn't have a very good reputation right now.” Ed contacted News Channel 3 months ago about this problem and we've been trying to reach the company owner on his behalf ever since. It wasn't until last week, when we told his employees this story was going to air, that we finally got a call back. Chris Cash said he had the parts he needed for the repairs, and promised he would have the pool fixed within the next month. We will let you know what happens.

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