ComplaintsforTranquil Waters Inc

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business has placed a fraudulent lien on my property. They were fired and continued to show up, which I was unaware of, as I had hired another company. They have so many complaints against them, they should not be in business. I now have to get an attorney involved to fight this. It is illegal to file a lien

  

  Business response

  10/23/2023

  
  As a company who provided labor and materials for the improvement of your property (maintaining your pool) we are well within our rights to file a lien on the property when a customer refuses to pay. The lien was placed on your property on 8/8/23. You paid your bill on 10/5/23 and by 10/11/23 the lien was released from your property.  There was nothing fraudulent about it.  At the time of filing the lien you had a balance of $1437.36. You were paying $300 per month for weekly service. So even if we waived the last month of service completely like you wanted, you would still have been over $1000 past due. Through seven months of service you made three actual payments. We spent the entire season chasing you for payments and you never made them on time.

  You were told on several occasions that you needed to call the office for any questions or concerns about your pool or scheduling.  You ignored all those instructions and continued texting our repair technicians personal phone until he eventually got tired of telling you he could not help and to call the office before blocking you on his phone.  You were given the office number and advised to call us on several occasions. As a customer of ********************** you do not have the right to bypass our office and make requests to our repair techs on their personal phones on their personal time. Our cleaning and repair technicians do not have access to your account with us and therefore cannot make changes to scheduling or billing. They cannot schedule or cancel services. We did not hire him to be a secretary and we certainly didnt hire him to be your secretary.  We have several screenshots showing the texts that you sent to our tech and the instructions to contact our office for scheduling and service that he sent back to you. We also have documentation showing when and how long our vehicles were parked in your driveway to complete the work. 

  
  

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: they were fired on a June 7th.  They continued to charge me for services.  The number I called belonged to tranquil waters and by blocking a customer then thats on them. Seems like this is a way they think they can continue to charge for services . We will be going to small claims regarding this issue. I paid the claim as they threatened my credit so I decided to let the judge handle this. I would beware of using them. If you do make sure you check their invoices closely as they like to double charge for items.  

  
  Sincerely,
  
  *************************

  

  Business response

  11/24/2023

  More than half of your overdue balance was from the previous two months before June 7th.  Even if you had gone through appropriate channels to cancel your service you were still two months behind on your bill.  As stated before, we have screenshots of our repair tech informing you that you were texting the wrong number and that he couldn't help you as well as giving you the appropriate number to call for services.  If a restaurant gets your order wrong do you call the waiter at home or do you call the restaurant?  It is the same for our company and your refusal to acknowledge this highlights the real problem with servicing your pool.  As you have chosen to go to small claims court we will consider this correspondence closed and refer your information to our attorney.

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: we will let the judge decide who is correct!  I will no longer communicate with this company as ********* date is quickly approaching. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tranquil waters closed my pool last fall. At that time, **** told me that in order for them to open my pool and service it in the spring I would have to replace my filter. This filter he said would be around **** dollars. So of course believing that is what I needed to do since he is an expert, at the end of April they came and opened my pool and replaced the filter.On May 10th, a technician serviced the pool for its scheduled weekly cleaning. When I returned home from work approximately 8 hours later, I discovered that the pool was left at very dangerous water level to the pump. He left the pump running dry for that whole time. I also noticed solar lights that he had broke and that my instructions for a gate to keep my dog out of the pool and safe were ignored.The technician's response was he was hot. I text my concerns and picture to ****, he responded 2 days later with they will not service my pool and more.

  

  Business response

  05/17/2022

  Charity had a very old Pac-Fab D.E. filter, which had grids and manifold that were worn out beyond repair, so we suggested updating to a sand filter. She also asked if she could make monthly payments on the invoice,which is something we dont typically allow, but we agreed to help her out with the situation. The water level has always been the home owners responsibility.We tell this to all customers before signing them up for service. The cleaning tech will not have adequate time to fill the pool, it takes an hour to raise the water level one inch. Charitys pump is fine and working properly, this is a common occurrence on many pools once water levels get below a certain point.The instructions from charity seemed to change every week (per home owner). The so-called gate was a flattened old dog kennel, which you had to manually drag over to the pool steps to keep the dog out of the pool. Yes, the tech failed to do that specific request but to say that its a normal gate with a latch, is not the case. On the last visit the customer had hung solar lights 6ft above pool. Solar or not it is still a hazard & is an issue for any pool tech to perform his duties. All we ask of the customer is to maintain proper water levels & give us proper access to the pool. Due to constant changes in instructions from the customer, lights around pool and the dog issues, I Decided to we would end service and pro-rate the account for the month of May.The customers still owes on the pool opening/filter install & one cleaning in May. I am still willing to let Charity payoff the invoice in two payments over the next two months. We are also prepared and willing to pay for any lights that were broken around pool area. The account is now closed and will attach a final invoice to this email.

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