Complaint Regular service requests were ignored, it took 5 months after initial calls were placed. Only when our stove broke did they come out and overcharged. Annual cleaning requests were made in August, at which time we were quoted **** fee for annual stove cleaning. We made follow up calls in ********** ******* and ********* In ******* 2015, more than 5 months after initial calls C&C Pools our stove stopped working. While servicing the stove (5 days after call was made of stove breaking) they came and stripped gears The charge was **** for the cleaning. We were told by ***** that he had been busy with new installations and could not make the time for annual cleanings. Four days later they came back with parts. Thankfully the cost of the parts were covered, however we had to pay an additional service fee of ****
Desired Settlement I would like for C&C Pools to respond to requests for regular service. I would like *** from the annual cleaning to be refunded as well as the additional *** follow up service fee.
Business Response Never received initial request from stove store. Responded immediately when contacted by customer. All cleanings are **** TO ***** Stove was cleaned and troubleshooting was extensive and was no charge extra. Diagnosed problem, ordered parts, returned 2 days later and installed new motor that they broke because of too much sawdust in pellets. Charged only *** for service call and labor to install new motor. I see no complaints here.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) 1. Calls were placed in the fall for regular cleaning. C&C Pools informed us on initial visit that they prioritized installations over cleanings on ***** 2. Cleaning was quoted at **** 3. Service was conducted on **** (3 business days after call was placed of stove inoperable), at that time motor was working, after cleaning it was not. Gears were stripped during the cleaning and trouble shooting. This action was the result of work done by C&C Pools. Although the part was covered the service should likewise as it was not a result of our doing but rather that of C&C Pools. 4. The sawdust clog would have not occurred had regular maintenance/cleaning preformed in a timely manner, as requested on the part of the customer, 5 months previous, and regularly requested in ******* ********** ******* and ******** until we were assured we were on the "list" of cleanings. 4. Parts were ordered on **** and not installed until **** (3 days later, not two) 5. **** from *** ***** ***** shop has repetitively stated he contacted ***** from C&C Pools to get us in for cleanings, that it was C&C Pools that chooses the priority and scheduling.
Final Business Response
1. As previously mentioned, we never received the initial request from Bay State Stove. We responded immediately when contacted by customer. 2. Cleanings are always **** to ***** it is possible **** may have sounded like **** to the consumer. 3. Stove was cleaned and troubleshooting was extensively done with no extra charge. We diagnosed the problem, ordered parts, returned and installed a new motor. We charged $30 for labor to install the new motor. 4. We responded immediately when contacted by customer 5. We installed the parts the same day we received them. 6. Customer should contact the business directly for appointments. All customers have our phone number printed on the top of their receipts for future appointments. This eliminates miscommunications and lost messages.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central & Western Massachusetts and Northeastern Connecticut. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*C & C Pools & Stove Installations is in this range.
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