Complaints

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• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to open and clean my pool, was initially upset because they dumped all of the leaves from my pool into my flowerbeds not onto the grass they actually put it in my flowerbeds so I have to clean out all of my flowerbeds then they told me that my pool needs to be shocked and they had to come back two more times to clean it. Initially, they tried to charge me for more time than they were even here. I'm not sure if they did the whole time because they did not clean my pool. All they did was dump shock and some chemicals into my pool which basically just bleaches your water and anything else it comes in contact withtold me that my pump was broke so therefore they couldn't vacuum But they charge me for cleaning, vacuuming, and scrubbing the walls of my pool none of which was done when I contacted the company they sent me these ridiculous pictures that were taken from an angle where you could not see the bottom of my pool and they said that was the second time they were out I sent them after the third time they were out from up on my deck where you can see everything and my photos are dated and they basically denied that that's what my pool looks like even though I said they can come out and see it and see the inside of my pool and told me that the technician said that my pool was fine to swim in!!! I have paid them $300 to date. They have given me a bill for another $676 for cleaning. I do not think I have to pay for cleaning when my pool is not cleaned.

  Business Response

  Date: 06/20/2024

  Good afternoon, and thank you for contacting us. We appreciate BBBs involvement in resolving this matter. Currently, we are gathering documentation for the customers file, and this communication, including the current customers contact information, will be added to it.

  
  We have records of all job start and finish times, as well as the technicians GPS location during the services rendered - all automatically recorded by our scheduling software. Our technicians are highly skilled professionals, and we trust their judgment regarding the initial pool cleaning process. We understand that new pool owners may find the nuances of pool care overwhelming. However, the customer has misunderstood some aspects, and some information is not correct on their complaint. For instance, while the customer mentioned a pool pump failure, it was confirmed by the tech that the problem was actually with the multipart valve (dated estimate to correct the issue will be provided in the attachment). Our technicians use their own equipment to vacuum the pool bottom, and failed multi port valve does not prevent them from performing this service. Furthermore, the customers claim that debris ended up in her flower beds contradicts her statement that the pool was not cleaned.

  
  The pictures provided by the customer clearly show areas of worn out pool surface. This is permanent damage to plaster, and the only way to resolve this issue is through pool renovation (replastering) - the customer has been informed about this matter, as well as the need to replace tile and coping.

  
  Please refer to the initially requested services by the customer in the attachment, which also includes essential information about pool opening and cleaning services. Additionally, enclosed is a copy of the signed service agreement. Currently, the customer is in breach of the payment terms outlined in this agreement. We aim to resolve this matter amicably and have already taken steps towards this goal. For instance, we have offered to bill the initial cleaning labor at a reduced rate, which does not include vacuum. Despite the customers belief that this step was not performed by our technician, the photos provided by them show no floating debris at the pool bottom (pictures before the service will be provided in the attachment). To date, we have not received a response from the customer regarding this proposal. Furthermore, we have arranged a complimentary visit with our company manager to assess the pool's condition. The manager has confirmed the presence of permanent plaster damage.

  
  The customers pool has been opened, debris has been removed, and the water is clear, as evident in the photos provided by the customer. Our technicians have invested significant effort in preparing the pool for swimming. While we understand it can be challenging for new pool owners to grasp all the nuances of pool service, this does not justify a demand for free services.

  
  While we sympathize with the customers family situation and wish to avoid adding stress during a difficult time of loss, if the matter is not resolved amicably, we will be compelled to forward the customers file to our law firm for further action. All relevant information regarding this process can be found in the service agreement.

  Kind regards,

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