ComplaintsforBrilliant Pools LLC

• Initial Complaint

  05/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We started pool maintenance services with Brilliant Pools in February of 2023. In ***** we noticed that the technicians coming to the pool were only spending 15 minutes or less at our house and we noticed that the emails sent to us after they indicated they performed their pool services would contain the same pool readings as the weeks' prior even though the testing strip colors indicated there were issues with the pool. I emailed the company on 04/27 inquiring about the discrepancies in the test strip readings versus what was indicated on the service emails. *** from Brilliant Pools responded advising that I was correct and that the test strip reading did not match what was indicated on the service email. He apologized for the issue and advised he would try and get someone out there before our next weekly service. I had our security camera footage pulled which overlooks our pool and we went back 3 weeks and saw that the technicians that were out here for ***** had not put any chemicals in our pool and the "services" such as brushing our pool/steps etc. were not being done. I let *** know this and that I would like to cancel services and receive a refund for ***** as it was clear that we paid for chemical services and pool cleaning services that were not rendered in the month. He said he would share all of this information with the service Manager and he would get back to me. After receiving no response/follow up a few days later, I sent a 2nd email on 05/02 requesting an update. As of today, I have not received any response/follow up from the business with regards to this issue and my request for a refund for ****** Services. We have since had to fix/balance the pool on our end costing us time and money that we had been paying Brilliant Pools for. Our pool reading was at 40% which is unacceptable considering the money we have been paying to this business since February.

  

  Business response

  07/21/2023

  We are not a Company that takes these complaints lightly and unfortunately we had a clerical error that we have now realized and will be fixing as this did not get to the Roses desk so that she could have a conversation with the Customer and / or issue a refund in a timely manner.  We do believe that the pool was sanitized properly BUT we are not going to try and defend this as we do not want to bring any more anxiety to the Customer with our internal mistake and we wish her the very best.  The lack of communication is not to our Companies standards and once again we take full responsibility for this and we do apologize for the mistake.  The refund will be issued today the 21st of July.  Please let us know if you have any questions.

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

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