ComplaintsforPeachTree Pools & Spas

• Initial Complaint

  11/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a pool lining in my pool through Peachtree Pool in North Augusta, SC and it started leaking. The company did not honor the contract and come back to fix the problem but yet took money ($350) out of my account without my authorization as a fee claiming they would send someone out to check on it. I called the company to notify them that this transaction was done without my permission and that they needed to put the money back into my account. They did in fact place the money back into my account but has not honored the contract and sent someone out to fix the problem. Since then, I have spent countless money trying to aid this problem, from water being added and other thing dealing with the pool because of this water leakage. If documents are needed, I can send them. I'm in the process of collecting everything.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2021/11/16) */ The customer did purchase a new pool liner from us in *************. The liner has a warranty from the manufacturer on defects to the liner. The customer was informed that the liner was under warranty but that the manufacturers warranty does not cover damage to the liner like wholes being put in the liner or mistreatment. The customer was informed that our policy on any type of service work is that we put the customer's card on file and when the service is completed we automatically charge the card. The customer was informed that if it was not a warranty issue, and that most likely it was not, that he would be charged $350 for the leak detection. The customer was also informed that in order to do the leak detection, the pool had to be full, clean, and crystal clear. If we were unable to do the leak detection because these conditions were not met when we arrived then there would be a $125 charge and we would have to reschedule. We arrived for the leak detection and the water level was two feet low, and the pool was dirty. There was also obvious chemical damage that had been caused to the liner that was noted at this time. That chemical damage would void the warranty. They said they would clean it up and we would reschedule. We chose at that time to not charge the $125 fee in the interest of being a good company and helping the customer out. There's always the possibility of a miscommunication and we went with the assumption that the error was ours as an act of good faith. We explained the entire process again and rescheduled. When we rescheduled the pool was full but still too dirty to do a proper leak detection. We did the best we could and were unable to find anything. They asked that we reschedule again. I explained to the wife that we would gladly reschedule. I also explained that I was still not going to charge the $125 fee even though after two attempts there was no miscommunication this time. I did tell her that we were going to go ahead and process the $350 charge for the leak detection. With the damage done to the liner it would not be a warranty issue. I then later received a call from the husband irate because we had charged his card without his permission and that this was a warranty issue and that he was not paying for anything. Again, in the interest of trying to be the best company we can, and helping the customer as much as I could, I refunded the customer his $350. I informed the customer that his liner warranty would not be an option due to the damage he caused his liner through mistreatment. We had now been out there for two different service calls and had not charged him anything after the refund. I apologized that we couldn't seem to get on the same page about all of this. At this point the customer was informed that we would no longer be performing any service work for them anymore, and that if they had concerns about their warranty they could contact the manufacturer of the liner. We don't provide the warranty, the manufacturer does. We wish the customer the best of luck.

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