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:09/06/2023

  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.

  On the August 7/2023 I called Pinch a penny to replace the motor for my pool pump , one of the employees told me send picture of my pump to the store someone will call me to schedule appointment. I did but I just keep waiting but no one called me so on August 9/2023 I came to the store , after talking to the owner and his staff they all suggested me to buy variable speed pump even though I don't need the pump I only need motor I bought the pump and paid for the pump along with the installation . I told the owner I want them to install the pump when I am home but he said I don't have to be home they will do all the work I just enjoy the pool when they finish. I trusted them and let them did the installation without my presence. On August 11/2023 ***** one of Pinch a penny technician who I was told he has **************************************************************************************************************** to buy wouldn't work for my pool system instead of calling me to discuss the option he called the owner who instructed him to install anyway with out me consent. After I came home from work I saw my salt system , my spa, my control panel are not working only the pump is working. I came back to the store I talked to the owner for 1.5 hours I told him I wanted my pool system working if the Pump is no compatible with my system I don't want that pump and asked him if he has any pump that works for my pool system he said the pump already installed I can not return even I wasn't my fault. He gave me only one option to buy new automation system about $5000 . I can't afford that and I strongly believed he took advantage of me , a woman know nothing about pool . He did on purpose to sell me the new automation system. He is a dishonest man never willing to solve the problem after he took the money from the customer he done .I want to return the pump to get my money back along with the installation fee because he's not willing to work with me

  Business Response

  Date: 10/06/2023

  Business response taken verbally by BBB:

  We sold and installed a variable speed pool pump. The issue is the automation system that she has is old and has a large number of problems. We offered to replace the automation for a price, and the customer did not take our offer. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20562643
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/16/2023

  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.

  the full story attached RIP OFF franchise from the owner down; my tenant and the pool tech called me complaining about the water level being low because the motor was not pulling water. The tenant stated that the tech thinks there might be a leak. I told her the pool was remodeled in less than 18 months, and I asked the tech if there was any leaking near the motor and filter; he said no, but that without enough water, the motor might die. I asked the tenant to fill the water if she was not doing that I never heard anything after that until I visited the house 6-7 weeks later and found out the water was very low and the motor was running for nothing. I turned the motor on after filling the water, and to my surprise, I noticed the water was coming out of the pool through the pipe that was used to backwash the filter. It turned out that the tech misplaced the switch arm handler and had not secured it in the correct position inside the groove. I sent a picture before and after for the switch-key position to show the tech's mistake that lasted 6-7 weeks. my tenant, who was out of town for a week or two, called and stated there was a letter from the pool tech that he shut off the pool because the motor and the pump needed replacement. The owner wouldnt agree to this obvious responsibility and stated the pump replacement would cost above $1500 because they do not do a single pump anymore, so my total will be above $2000 including the motor. I canceled my monthly service with him on the phone and decided to move on and not even write a review. Today I decided to write a review because the new tech that I hired to replace or look at the motor and the pump called me and stated he replaced the motor but found out the timer pin that shut off the motor was missing and installed it, in other words, Pinch and Penny tech let me motor running for 3 months nonstop in addition to the low water issue. He said nothing wrong with the pump, and he secured the motor to the pump,

  Business Response

  Date: 07/17/2023

  Business response taken verbally by BBB:

  Our techs visit the property every week. We only backwash once a month. We are not going to assist this homeowner with this issue as we are not responsible for their water bill. We didn't install the pool or the water pump so we would be unable to assist with any issues due to improper installation or pool water levels.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20196614
  
  I am rejecting this response because: I never or the tenant asked them to pay for the water bill even though they should pay the tenant for that; the tenant refilled the pool a couple of times, and water kept leaking outside the pool due to their tech neglect by positioning the arm-key to wrong position for weeks. My request is about them paying the cost of the new motor and labor for it since the tech removed the off-pin timer that use to stop the motor from running after 6-8 hours a day; the motor was running for months nonstop and burned. Their tech put the arm key in the wrong position for weeks which led to the water skipping from the pool and the motor burning by not pulling water and working non-stop.I discovered the wrong-key position after 4-6 weeks since my tenant called me and stated the pool water getting low every time, she adds more water, and the water disappeared within 2-3 hours.
  
  Sincerely,
  
  ***********************