Monogram Custom Homes and Pools

Hello CF,
After 25 years of winning awards for our customer service and being ranked #3 in the USA for customer satisfaction, I knew the day would come that somebody would give me a bad review. I guess I should give you a thanks, because I am happy that my first ever bad review didn't come from an actual customer. And I see that the vast majority of reviews you've left for local businesses are 1 star, so I guess you've had some bad luck. On behalf of local small business owners, I apologize for how unhappy you've been with so many of them.

I learned a long time ago to never over commit and under deliver with customers. So in a pandemic climate where the workforce has significantly shrunk at the same time as demand has increased, it is super critical for me to maintain my award winning level of customer service. And if that means that prospective customers (like you) get mad at us because we don't want to over commit, so be it. I'd rather have 1000 non customers mad at me than 1 actual customer pissed off because I was too busy getting new business. I am truly sorry we couldn't get a design to meet your price point in the time your were looking for. But I just can't prioritize new business over existing customers who trusted me because of my flawless reputation.

I do mean this sincerely - if I can help you navigate your way through the maze of pool builders, please don't hesitate to email me. I often help customers when we are too booked up to build their pools.

Your comment about being too busy is partially correct! We limit the number of pools we build each year to whatever we can properly manage, but we can't limit the number of requests for new pools we get. We tried to respond to the approximately 800 (instead of the usual 75) requests we got during this pandemic, but if everyone sent 5+ emails (that all get answered), you can imagine how overwhelming that would be. So unfortunately, because my current customers are always #1, by default, new business takes a back seat to customer service. I hope you understand and don't hold it against me. I am not sure if you are a business owner, but if not, I'd like so suggest that when you are unhappy with a business that you aren't a customer of, it would be nice to reach out to the business rather than trying to make them look bad. As owners, we work really hard to keep our customers happy. And in this pandemic climate, it is tough! So it really hurts us when people who aren't even customers leave a 1 star review, which I see you do on a regular basis.

ps. I think I have your address, so as an apology for not being able to build your pool, I am going to send you some coupons for free ice cream at the ice cream shop run by my wife (where my son makes the ice cream.) Hopefully that sweetness will remove the bitter taste left in your mouth by us being sold out for the year. Please message me to ensure I have your correct address.