ComplaintsforColony Pool Service

• Initial Complaint

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Colony Pools in West Chester or Wilmington, they closed my pool (had my credit card on file from then), put a bottle in the skimmer, which is fine, but couldn’t get the bottle out, so i called, told me what to do, still couldnt get the bottle out, called they said, “we’ll send someone out tomorrow.” I could tell they had to use tools to get it out. Never mentioned a charge or a service call. I was charged $155, did not authorize them to use my card, never received an invoice, guy who i talked to kept telling me to calm down, and told me if i raised my voice he wasnt going to talk to me, after he said that he told me he was going to charge me and i said you did not, and every time i tried to speak he would cut me off saying that, those were the only words i used. Talked to the manager, he agreed he didnt even know why it was $155, a service call is $75, explained i never received an invoice he said i should have received an invoice, i said i did not give authorization to use my card. He said well I can give you back $155, then charge you $75 for the service call, he explained that his guy had to come out etc, but I continued to let him know that I wasnt told there was going to be a charge and I wasnt given the option to say, No, nevermind, I will figure something out. Did let my bank know and they agreed it was fraud, I never gave them authorization to use my card.

  

  Business response

  09/20/2023

  This customer had called in for a issue this not being able to remove a winterizing plug. She complained she could get it out herself. She demanded we come and remove upon her request. No calls to drive anywhere is a free call. We winterized the pool correctly and not our issue if you can't remove a plug is not shotty work but installed well. It took my tech minutes to remove. I don't understand where people think calls are for free. Did she asked if she would be charged, NO. We stand behind our work and if it was something we had done wrong we wouldn't charge. 

  We were under the assumption customer request work the would be charged. Completely out of hand customer and no reasoning. No conversation did no go well when you come at us yelling. She got the respect she gave us. I don't expect people to yell at my employees not myself. We expect our customers to call level headed to have a level headed conversation. She stated she would have had neighbor do it if she knew. Telling me she a educator making her not a liar. Means nothing in this case. We are honest and transparent. We have found a common issue of asking for help or work and not paying. A service call is 155$ I had told her I would make it 75 to cut in half. Never did I say service call is 75$. She is completely wrong on that conversation. 155$ has been our rate for a few years now. Find a 75$ company per hour. I spent money with my tech going insurance and gas. We collect upon completion of services as all service related companies do. I don't expect a positive outcome from this knowing who I was dealing with. 

   

  Thanks

  Customer response

  09/22/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20072358

   

   

   

*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. ↩