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:19/09/2022

  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 company was tasked with opening my pool on June 4, 2022. I have used the same company for 4 years to open and close the pool, but the service has been very spotty. This year, the main part of the service was not done - the pool filtration equipment was not run due to a missing plug (a plug that was present when the pool was closed by the same company). The pool was left with leaking equipment that needed repair. When i called to complain about it, I was told to find the missing part elsewhere. No effort was made to complete the service as it should have been done. When the company asked me to pay for the service, I repeated my dissatisfaction with the service and indicated that i would not pay for a service that was not provided. I would only pay for what was done, which was basically taking the cover off the pool. I was told they would go to collections if I didn't pay for the service that they did not wholly provide.

  Business Response

  Date: 23/09/2022

  The pool was opened as normal. The cover was pumped off and the bags and cover were removed. The cover was cleaned and folded. The plugs were removed and the returns were replaced . The equipment was hooked up and the chemicals were added. The plug was not present so we could not put it in. We did not have one on our truck or in our shop. I checked with our suppliers and they did not have one either. That is why I suggested you look elsewhere for one. Regarding the circulating of the pool, we do not start your pool as it is not full enough to do so since the water is under the skimmer at opening. 

  You ignored our invoices,emails and phone calls for payment until I mentioned going to collections why is that? If you find our service spotty why do you continue to use us and take forever to pay your us? 

  So as far as I am concerned you are making excuses for not paying since you had to look for a plug for YOUR equipment which was not there when we came to open the pool. 

  If you decide to pay us we want payment in full as we did much more than "just take the cover off".

  Customer Answer

  Date: 23/09/2022

  
  ********** ********
  
  I am rejecting this response because:
  The same company had closed the pool and the team that opened it did not do it properly- the equipment was put back together incorrectly - the plug that was missing had been present when the same company closed the pool. Therefore the equipment was not ready to run. I also realized the chlorine dispenser had been put back backwards and the jets over tightened. One other piece of equipment hadn’t been installed as well. I did not respond after asking them to fix it as I was too enraged with the poor service and absolutely unprofessional job. I had a relationship with the company for years but whoever they hired to open the pool this year we’re not competent. 
  I will not pay for a service that was not complete. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 27/09/2022

  Every season we have new employees who have to learn . What was done wrong and what was not replaced are minor issues which do not warrant us getting paid. We sent two workers all the way out to your place and they opened the pool. 

  Customer Answer

  Date: 28/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  The company had responded by telling me to go elsewhere when I first told them about the problems. They have since not offered an apology or billing adjustment. The fact that they sent 2 incompetent workers to do a job that was badly done and incomplete does not warrant charging for the service. 
  I am willing to pay 50% of the bill, that’s all. 
  
  Sincerely,
  
  ***** *******