Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/24/2025

  Type:Product 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.

  Around December 1, 2023, **** ************* d/b/a Clean Image acquired the pool company that serviced our swimming pool for more than twenty years. At that time, we engaged Marsicovetere pursuant to an oral contract and confirming emails to provide us with weekly services for the swimming pool in the house where we live. We later engaged him to service another pool at a house we bought early this year. Our service contract with ************* was terminated on February 16, 2025 after we complained about his failure to treat and eliminate algae in our pool the day before we had scheduled an open house with our realtor, and apparently because Marsicovetere was mad that we mistakenly sent a payment to the former owner of the pool company and thus paid the Marsicovetere for his services later than he wished. Marsicovetere sent an email to us on February 16, 2025 agreeing to mail us a refund-check for $490 for unearned future services the next day. An excerpt from the email in which he admits that he owes us $490 (he owes us more but didn't admit to it) is quoted below. Despite Marsicoveteres promise that he would mail us a refund check for unearned future services the next day, and our repeated requests for payment, ************* has failed to refund the $490 he owes plaintiff for unearned future services. We are both seniors, age 74.Excerpt from 2/16/25 email from Marsicovetere to Brennans: You sent me 2 checks. I am owed $160 for Oakglen, Jan, 1/2 February. Filter is still back ordered. $105 - 4 visits ********** I will be sending out a check tomorrow to you for $490. You will need to find someone else to service your pools going forward

  Business Response

  Date: 04/06/2025

  Dear BBB Representative,
  
  I am writing in response to the recent complaint filed against me, ID ********. I would like to clarify the details regarding the disputed payment to ensure transparency and accuracy.
  
  I acknowledge that there is an outstanding balance; however, I would like to highlight that I experienced a significant delay in receiving payment for services rendered. Specifically, the payment for the last quarter of 2024, totaling $300, was not received until February 2025five months late. While I understand that the payment was originally sent to ***, it is important to note that I had been handling all services and communications since early December 2023, as confirmed by the complainant. Therefore, the late payment cannot reasonably be attributed to a lack of awareness regarding my role in the business transition.
  
  The payments received are as follows:
  A check for $300 was paid for the last quarter of 2024 (received late).
  A second check for $454 was for the first quarter of 2025 (also received late).
  
  Upon further review, it appears there was a miscalculation in the amount paid. The correct breakdown for the first quarter of 2025 should have been $315 for services, plus $129 for a new filter and seals, totaling $444. The $454 payment received included a $10 overage on the clients behalf. 
  
  After deducting $105 for the filter and $24 for the seals that were not completed due to non-payment, the remaining balance covered service for January and half of February. Based on these calculations, the final amount owed to this client is $167.50.
  
  I take pride in treating all clients with professionalism and fairness, and I expect the same level of respect in return. Financial standing should not dictate the level of courtesy extended in business transactions, and I believe all parties should engage in good faith.
  
  Please let me know if any further clarification is required. I appreciate your time in reviewing this matter. A check for the $167.50 owed to the client will be mailed out at my earliest convenience.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23098701
  
  I am rejecting this response because:  see the attached document
  
  Sincerely,
  
  ***** *******