ComplaintsforThe Pool Guys of Mountain Top, Inc.
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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a follow up to the original complaint #********. Paid $1200.00 as a deposit for new pool liner to be installed. Pool guys installer removed old liner in November then stated weather prevented him from finishing. Agreed to install new liner first thing in March or April at the latest. Will not return messages or answer calls since March. Pool has not been touched since November last year.Business response
06/29/2022
*** *******,Regarding the complaint ********, *** ********, the work has been completed on Wednesday 6/22/2022.Initial Complaint
11/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Gave a $1,200.00 deposit to The Pool Guys for a new liner for my pool on 5/12/21 .was given a receipt and was told the job would be done by end of summer. On Aug 1st someone came and drained standing water in pool and sliced off old liner. Never came back or heard from anyone since then.no liner, no phone calls returned and my deposit was kept. Its now November still haven't got money back and calls are ignored.Business response
11/14/2021
Work is currently progressing on ******************'s liner and we hope to have it completed this coming week, weather permitting.
Thank you.
Customer response
11/16/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
07/31/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On july 12 2021, i went to this place in order to buy a pool for my kids, because the covid 19 situation they told me that i will have the pool on spring 2021, i said ok that perfect. I give them a down-payment of 2,500. Now the summer is almost over they said their don't have the Pool and they will not give me my money back. I just want my money back. I been calling them and sending emails and always is the same excuse.Business response
09/05/2021
******************.
Good Morning *** **********
I'm faxing emails and other communications to you regarding this complaint. We have been unable to contact *** ********* as the phone number we have is no longer in service.
We have requested her new number through emails with her, and the ************************** she contacted prior to this notice from the BBB.
She stated she has been calling us but no one here can recall ever answering a call from her. As a matter of fact, on Monday, 8/30/21 I've sent a registered letter to her requesting
she contact us. As of today 9/5/21, we haven't heard from her again.
For whatever reason, since the pool arrived, *** ******** will not contact us to resolve her complaint.
Even though the deposit is non refundable, and we have been trying to reach *** ******* since the pool package arrived on Aug 4, 2021 to schedule delivery and installation with no
success, we will issue her a refund for the deposit on her purchase.
As per company policy, a 25% restocking fee will be deducted as posted in the store.
Sincerely
*********************
The Pool Guys
Also, a refund of this amount must be picked up in person with photo ID.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.