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1 reviews | Active since Jan 2012

18 Aug 2021, 09:16

NSPI operates like a ****!

They are the National Spa & Pool Institute. In October 2020, the NSPI recommended KSW POOLS Middelburg, registered with them as a Pool Builder, as the only reliable pool builder around the Middelburg/Witbank area. I contacted this institute because I understood that building a pool is a very sensitive activity and has to be done right the first time and in high standards of quality of workmanship. I understood that part of the role of the NSPI is to give the customer confidence and peace of mind that they are in good hands. As any reputable agency of this nature, this stamp of approval for the contractor is given because the agency would have intervention points for inspections and witnessing of the projects at certain milestones in order to be able to give assurance to the customers. Otherwise, on what basis would the agency keep businesses listed under their umbrella if they don't conduct such control measures? So, the NSPI failed me in that they recommended KSW POOLS as a reliable contractor even though they were not keeping checks on the company. Imagine my shock when another unhappy client told me I was about the 8th customer they had recently come accross with the same issue in a space of a few of months. The NSPI doesn't even keep a list of clients they have recommended their members to. Without this, how do they ensure that if issues of non-compliance rise or if a company gets deregisterd, they can then alert the contacts about that situation? The irony in this whole NSPI situation is that in the end, when I approached them about KSW POOLS to confirm if the news that they were de-listed from the agency was true, it was the NSPI who now gave me a new recommendation to another reliable pool builder who was not even registered with them. So, was it even right for them to say that KSW POOLS was the only reliable pool builder around my area initially? Where is the integrity in that?

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Replies (1)
Nspi
Nspi's reply16 Sept 2021, 08:35
Official
The NSPI would like to report this review as defamatory and the statements made by the customer is not true and we view this and the allegations that the NSPI operates as a **** in a very serious light and our decision not to take action on this at this stage, to protect our image, reputation and brand must not be construed as our acceptance of the customers review - we reserve our rights in this matter. In 50 years of existence this is the first adverse public report that the NSPI has received.  When this particular complaint was received about the contractor mentioned - we informed the customer that she was one of a few others who have a similar problem and WE the NSPI had put her in touch with all the other complainants. We informed the customer and others, and submitted proof, that this contractor was NOT ACCEPTED TO THE INSTITUTE AS A POOL BUILDER  He joined the institute and as a pool maintenance and service provider for water treatment only and was not authorized to build new pools  therefore we the NSPI would never have recommended them to any customer for a new swimming pool. Pool Builders need to comply to various strict screening methods before being accepted - KSW was not a pool builder. When the complaints started coming in approximately 6 beginning January 2021 we only then realized that the contractor was building new swimming pools under the NSPI banner and we immediately removed him from our listing and terminated his membership. The NSPI also sent an inspector out to Middelburg to inspect some of the complaints which we discovered was absolutely poor  shocking building standards that did not meet our specifications for construction. We put customers who complained to us in touch with each other as they wanted to file a joint case against the pool builder.  The customers that we were dealing with are also fully aware of the pressure that we put on the contractor and the numerous backwards and forwards communications we had in trying to get the contractor to fulfil his obligations.  The NSPI is a non profit organization that acts as mediator between the customer and the contractor and public protection is our main objective. We can totally understand the financial loss and frustration this has caused but we have proof on record which we have sent to these customers, the letter of acceptance of this contractor - which specifically states what category they were in. Further, the NSPI would also NEVER - refer customers to non member contractors as indicated above and we view these statements as false.