ComplaintsforUp Country Pool Center

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Up Country Pool Center will not return my calls or respond to my written letter in regards to disputed charges (Invoice #***** total $723.42).A partial payment $225 was made (12/9/21) for services received (Items: Chem. Clean Filter $100.00 and Service Call $125).As of Mar. 20, 2022, I am still waiting for Up Country to explain the remaining charges. Timeline of events:March 2021 I placed an order for a pool cleaning. April 17, 2021 onsite visit. UpCountry removes the water filter cartridge and fails to close cartridge container and fails to turn off the water filtration system. I was away at the time of the visit and was not notified of the work or aware of the open filtration system.April 18, 2021 the automatic water filtration program is initiated at midnight. Pool water is pumped out of the opened tank and drains the pool. Water sensor triggers the well pump to fill the pool. The well pump runs non-stop for 10 hours until I recognize the problem the next day.April 19, 2021 9am I notice a drop in water pressure and discover an empty pool and well pump running (see photos). I called and asked for immediate assistance. UpCountry agrees to refill the pool ASAP. In order to prevent the plaster from cracking, I wet the pool with a garden hose at least 3 times a day until refilled.April 21, 2021 onsite visit by possible owner and young male. They reinstall the filter cartridge and briefly scrub the pool with a brush despite plaster is delicate.April 22, 2021 Water truck arrives. Pool is refilled.April 25, 2021 Last onsite visit. Bag of chlorine is dropped off by young male. Pool cover is never opened.Its very concerning to add up the potential damage done to my home foundation from the **** gallons of dumped pool water, the wear and tear done to the well pump and pool itself then to be charged and never given an explanation. I would appreciate BBBs assistance to adjust the billing statement to reflect only the services received.

  Business response

  04/08/2022

  Thank you for the opportunity to clear up this misunderstanding.  
  Prior to the BBB notice, I had telephoned Mr. ******* and left a message telling him that his **** had been taken care of.  He never received another **** from our company.
  
  In a phone conversation with Mr. *******, that was subsequent to the BBB notice, I explained that I had already taken care of the ****.  Which is the reason he hadn't received a **** in the mail during the last three cycles.  
  
  I hope this clears things up.  Thank you for your efforts, and if there is anything more I can do to resolve this matter please let me know.  Reputation is EVERYTHING in the small business world.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩