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Complaint Details
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Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Proposal/contract signed 02.09.24. Galaxy was to provide concrete coating around pool. Galaxy does not do any work associated with pool drains or expansion *********** (owners) were told to just pop them out right before they arrive to do the concrete service. We were also instructed that we could easily pop them back in after completion. Sales lady walked the perimeter of the pool, took ************* took measurements & sold the deal as being an easy process for drain ********************** Prior to the scheduled appointment Deco Drains were attempted to be popped out. At that time, we attempted & found they are actually cemented in place with no ability to be removed without destructively sawing them out of the concrete. We were then left in a Catch-22 where Galaxy wanted to do work with no drains in place as to not damage them during grinding yet all pool contractors and even Galaxys Project Manager (via phone) understood & confirmed that for a drain to be effective in doing its job & be properly retained, it must be cemented in place before final coating is applied to the pool deck. Galaxy doesnt do any work that includes pool drains & expansion joint replacement, however they sold us a pool concrete coating service & provided no solutions to our dilemma. We spoke with 4 different people at ***************************** provided any assistance in the process & only offered to delay the service. Weve paid over $2500 in additional expenses related to the pool drains, have yet to remove the expansion joints, which are also set in concrete & need to be cut out, & need to repair exterior stucco that was damaged in the process of installing the drains. We would like a full refund as Galaxy did not perform any services, did not make any additional visits to our home, did not spend any money on product/supplies for our service, & did not show effort to assist in a resolution. Galaxy shouldnt be in the pool service business. I needed a pool company from start to finish.Business response
03/22/2024
We apologize for any inconvenience this may have caused you. We do not do drains and don't partner with any companies that service them we however are willing to go around them. Our policy regarding deposit refunds is in place to ensure the smooth operation of our services. We appreciate your understanding and we are more than willing to complete the project once the necessary repairs have been made to the drains.Customer response
03/24/2024
We have yet to receive any refund. I would still like to receive a full refund considering Galaxy has not visited my home or done any work for me since the contract was signed. Non-refundable deposits are intended to protect a business in circumstances of sudden cancellation and to compensate the business for the time, effort and money expended up to that point. None of this applies to me as Galaxy did NOTHING in preparation for the service, including help me problem solve when I couldn't find anyone to do the work that needed to be done in preparation for the concrete layer.Business response
03/25/2024
We do not offer refund after 3 days of being in contract but are willing to continue to do the work we were contracted for. We do not offer pool drain services or are we experts in pool services and would love the opportunity to complete the concrete coating work as contracted. I will reach out to you via phone call tomorrow if you're available as well.Customer response
03/27/2024
We paid 20% up front at the suggestion of the sales representative, even though only 10% was required. I have a voicemail from March 14th from an Indianapolis phone number stating that I would be receiving a refund.
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.