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Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Poolservice Company Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
Phone Number: 804-367-8500
The license number is 2701034218 A.
Department of Labor, Licensing and Regulation (DLLR)-MD
500 N. Calvert Street, Room 308, Baltimore MD 21202
Phone Number: 410-230-6001
The license number is 34956.
Type of Entity
Business ManagementMr. Frederick Frey, President Mr. Charles D. McMahon, General Manager Ms. Nancy S. McMahon, Vice President and Manager HR
Swimming Pool Contractors, Dealers, Design Swimming Pool Equipment & Supplies
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Additional Phone Numbers
- (888) 574-5407(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: I hired "poolservice Company" to clean and close/cover my pool for winter. Poolservice company sent a team to clean my pool on Aug 14, and I paid the service fee of $992.14 (Invoice #**********). They told me that they will come again within one week to take the old pool cover for repair and then cover the pool. I wanted to dispute the second charge (Invoice #**********) for closing my pool, because they never completed their service. first, they did not come to continue their work within one week, instead, they came to my house about two weeks later (on Aug 27). Secondly, they did not "Blow out lines & Check Customers Closing Items used at winterization" as itemized in their bill. Actually, my pool has not been used for the whole summer. there is no need to do the closing. so the charge in the bill is not reasonable. they also told me that the pool cover was old and needed to be repaired and would come another day to finish their work. they only stayed for about ten minutes and just took away my old pool cover. I have been contacting them through emails many times; however, no body responded to my email. About two weeks has passed away before they told me (on Sep 12) the cover could not be repaired. and I had to buy a new one. On sep 13, Poolservice company came to my house for estimation. On Sep 17, they told me the total cost for the new cover and installation will be $3600. I clearly told them that I can not accept the price (see my email on Sep 17 to them). Poolservice company has not contacted me since Sep 17. On Oct 2nd, I sent an email to **** ***** and **** **** about my dispute. however, no body came back to me. My pool has been wide open for several weeks due the incomplete work by Poolservice Company. As you can imagine that there were tons of leaves falling down to my pool. My pool has been getting dirty. I have to hire another company to clean my pool and complete the works that Poolservice company has not completed before further damage will be made to my pool. My second request is that Poolservice Company should pay the additional cost that I paid to the second company for cleaning and covering the pool, which is $110. My third request is that Poolservice company needs to withdraw the negative report to credit bureau. My credit score has been lowered due to their service issue.
Desired Settlement: 1) cancel the bill of invoice #********** 2) pay back $110 that I paid for the second company to complete the work 3)withdraw the negative report from the credit bureau
8/23/13- The client requested to have Poolservice close their swimming pool for the winter.
8/26/13- A Poolservice closing Technician arrived to find the pool appeared to be already closed for the winter. When speaking to the client regarding this, the client was insistent that the Technician close the pool.
8/27/13- The Technician returned to the client’s house. He removed winterization plugs, blew the swimming pool lines, reinstalled plugs, and added winterization chemicals.
8/28/13- Poolservice invoiced the client for the work requested and performed. (invoice #*****)*
8/29/13- Poolservice emailed the client to arrange for pick up and inspection of their Mesh Safety Cover. This is a service that must be requested. We do not require any client to have their Mesh Safety Cover inspected.
8/30/13- The client must have allowed it, because a Poolservice crew picked up the client’s Mesh Safety Cover and delivered it to our warehouse for inspection and a repair estimate.
9/11/13- Poolservice performed the inspection of the Mesh Safety Cover.
9/13/13- Poolservice offered to make repairs to the cover for a price of $2176.50. Price was to include (in addition to actual repairs) a charge of $115.00 for pick up and inspection, and $80.00 for delivery.
Poolservice also proposed a new Mesh Safety Cover for a delivered and installed** price of $3380.00.
9/16/13- The client declines both options regarding the Mesh Safety Cover, but does not indicate whether or not they want the old one back.
9/17/13- PSC responds to the client saying that we are not able to meet the competitions prices and that we will return their cover if they want it back.***
(At this point, it is not clear to Poolservice how the client would like to proceed.)
10/2/13- Client appears to indicate (in email) that they would like to have their Mesh Safety Cover returned (unrepaired)
10/7/13- Client’s Mesh Safety Cover was returned to client.****
*Poolservice will gladly forward a copy of the invoice as well as our webpage where the pool closing services and associated charges are prominently displayed.
**The installation price for this cover was elevated because the anchors, to which Mesh Safety Covers attach, were completely removed when the client had their swimming pool deck replaced (by others). Instead of simply hooking the new (or old) cover to existing anchors, we were going to have to drill 34 fresh anchor holes, through the pool deck, to a depth of 15”. We then needed to install pipe supports for those anchors. This is necessary because the Mesh Safety Cover manufacturer says that for the deck materials on this client’s pool deck, we must use this 15” pipe and anchor procedure. Once that was all done, we could then proceed to install the Mesh Safety Cover, itself.
*** Oftentimes a client will have us dispose of their old cover rather than pay the $80.00 delivery charge. This is especially true if they have purchased or are planning to purchase a replacement. We do not assume that the client wants their old cover back, unrepaired. Instead, we ask them to let us know how they wish to proceed.
****Key point: Client was never invoiced for the pickup, inspection, and delivery of their Mesh Safety Cover. These fees, if invoiced, would have amounted to $195.00.
Poolservice’s position in this is that we delivered services requested by the client and invoiced the client as appropriate. Our prices for pool closing services and associated winterization chemicals are prominently displayed on our website, at http://www.poolservicecompany.
Poolservice stands behind its billing practices, and although imperfect, we work to keep them fair and appropriate. When there is a mistake, we own up to it and fix it. There is no apparent billing mistake, only a misunderstanding between Poolservice and this client, with regards to expectations from both parties. We are not inclined to reduce the closing invoice. The client’s assertion that their credit score has been lowered by our reporting is incorrect. As of 1/10/14, we have only gone so far as to send a 15-day notice of collections. This account has not yet been reported to any credit reporting agency. If the client were to pay the original invoice (#*****), PSC will waive the finance charges that have accrued to date and notify our collections attorney that the debt has been paid.
******* ** ****** **
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
Read Complaint Details
Complaint: - Invoice dated 5/28/2013 claimed in writing that our pool was vacuumed by a Poolservice Company Technician. It was not. I vacuumed the pool. - Poolservice Company representatives said that in order to resolve a chlorine demand issue that we could either (a) dump about $500 worth of chlorine into the pool or (b) drain 2/3rds of the pool and then refill the pool, which they estimated would cost about $100 in labor. We elected option (b), but we were basically charged over 300 percent the estimated labor costs. The invoice dated 5/28/2013 totaled $550.65. (This was in addition to the several hundred dollars that we had already paid Poolservice Company to supposedly open our pool in April). - We called Poolservice Company about these billing issues in June, and they said would call us back but never did. - In July, we mailed a check (number 4708) for $300 payable to Poolservice Company with a note indicating that the billing issues had been not been resolved and that no one called us back regarding those issues. -We received a returned phone call from ***** at Poolservice Company on July 17. ***** indicated that we were likely due a billing adjustment, and that he would call us back. We never heard back from him. -On August 5, 2013, we received a "past due" invoice dated August 1, 2013, that included the $550.65 charge plus a $15 "finance change."
Desired Settlement: A returned phone call and an appropriate billing adjustment. And, the removal the $15 finance charge on the invoice dated August 1, 2013 as well as any record that our account is "past due."
Business Response: **. ******, My name is ***** *******. I am the general manager and one of the owners at Poolservice Company. I am providing the written response to ID #*******. This problem was resolved with **. ***** ********* over the phone on August 7th, 2013. The customer was given and $225.49 credit and the finance charged was removed. The customer agreed this was a fair outcome for the situation and was pleased. If you have any further questions please email me back or call my cell phone ###-###-####. Thanks again. ***** ******* ***** *******General Manager of ServiceDirect: ###-###-####Office: ###-###-#### Fax: ###-###-####http://www.poolservicecompany.com/
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved