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:04/18/2023

  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 pool man who serviced my pool tampered with the heater and switched it to Celsius without permission and without letting me know so when I returned home and set it to 85, the pool overheated and I burned my foot putting it in the water

  Business Response

  Date: 04/19/2023

  ******* has already gone thru 2 pool guys

  but knows little about maintaining a pool

  our pool guy never reprogrammed her heater, just turned it on at Her request

  not possible to boil the water,
  

  .We had to contact her because she not paid for her service

  than she called the pool guys unprofessional and thieves ??
  

  Then emailed us the following  using foul language

  You sent me an incompetent pool man who reprogrammed my heater so that when I turned it on to 85 it **** near boiled the water! Thank goodness I didnt decide to dive right in, I would have been seriously injured and all you cared about was your bill! Youre unethical crooks who ****** with the wrong bitchs property! Hope the $200 and change was worth it.

  We refuse the right to stop service and she does not deserve a refund, the work was done

  We don't clean pools for free

  Thank you

  Orange County Pool and spa
  

• Initial Complaint

  Date:07/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I received pool cleaning from OC pool for about a year. My payments were automatically paid through PayPal on the 3rd of each month. I realized my monthly payment didnt go through for ***** So I called and spoke to ***** on **** 29th. Apparently something was wrong with their Paypal account. ***** said he could set up the automatic payments himself. So I gave him my credit card info. He also said the price increased to $120/month for ***** Which I already knew. That was why I was checking to see if my automatic payment went through originally since I wouldve been short for ***** I agreed to the charge of $120/month starting in ***** He said he would charge me for **** and start the monthly charges for the 3rd each month. So the July charge would go through soon after. The following day ***** called and said my account was short $110 because I didnt pay *****************. I told him my monthly payments went through each month except ***** He said to just send him the proof if I had it. I sent him pictures of my statement showing the May 3rd deduction of $110 and also payments showing the monthly payments that went through the prior months. He responded saying I still owed. We texted back and forth a few times. I asked what else he needed to see since I sent him proof that showed my May payment went through. His responses were that I couldnt have paid on the 3rd since he hadnt sent out invoices yet. I reminded him I was set up on auto monthly payment since his invoices say payments are considered late after the 5th. He also said clearly our records are accurate so I still owed. I called to clarify things and he was very rude. Saying he sent out invoices and he only does it once. I was only inquiring about the discrepancy since my **** invoice didnt show that I was past due. He told me to just cancel my service but hes keeping my July payment to make up for the $110 past due. He credited me $10 since I paid $120 for July. He said if I dispute it he will *** me.

  Business Response

  Date: 07/18/2022

  *************************

  Owed for a past due invoice.

  we applied her payment  to an  open invoice and credited difference  to her
  

  Orange County Pool and Spa
  

  Customer Answer

  Date: 07/19/2022

  My last invoice, which I submitted, did not show any past due amounts. It only showed a due amount of $120 for **** services which I paid on **** 30th. 

  Business Response

  Date: 07/20/2022

  Customer was credited back, minus what she owed

  for an unpaid invoice,Payment for unpaid invoice was never recd

   

  Orange County Pool and Spa
  

  Customer Answer

  Date: 07/21/2022

  The last invoice I received did not show any past due amounts. 

  Business Response

  Date: 07/27/2022

  Customer owed for an unpaid invoice for weekly pool service

  we applied her payment to an unpaid  invoice and credited her the difference

   

  Orange County pool and spa
  

  Customer Answer

  Date: 08/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that his responses do not change and do not actually answer to what Ive said about my invoice not showing any past due payments.  I do not feel like investing any more time with this. I was more than willing to pay any past due invoice. He was just so rude and quickly cut me off before explaining what was past due. Go ahead and close this complaint. 
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/03/2022

  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.

  Was a pool service customer from Sept 2021 - Mar 2022 paying $110 per month, weekly service on Thursday. Feb '21 **** had added charge of $95 for future filter cleaning. I paid the $95 plus the normal $110. Mar '21 **** added a past due amount of $110 plus the regular $110. There was no indication of when or why there was a past due amount. I telephoned their office on March 15, the response was to hang up. I thought the call dropped and called back. He dropped the ** bomb" on me, quit the service immediately and hung up again. I sent them 2 emails with a print out from SchoolsFirst FCU showing they were issued the payment for each month (Dec was in question). Their response was to send a demand letter threatening to *** me and place a mechanics lien on my property. Their letter was addressed to me, calling me "***********" demanding payment of the $110. SchoolsFirst provided an electronic copy off the check which I forwarded. They did clean the pool 2 of the 5 scheduled Thursdays in March which amounts to $110/5=$44. However, they never cleaned the filter and did not refund the $95. I have written them explaining this matter which they owe me the difference between the $95 - $44 which is $51. OC Pool and Spa has not remitted the overcharge nor have they responded to the demand for refund.

  Business Response

  Date: 07/05/2022

  ******************* still owes for pool service.

  He was extremely rude to our staff over the phone

  and his service was terminated.

  He will be sued for non payment of services provided
  

   

  Orange county pool and spa
  

• Initial Complaint

  Date:06/29/2022

  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.

  OC Pool and Spa erroneously attempted to double charge for Dec 2021 pool service. Making threats of legal actions and making ad hominem attacks. I provided evidence of cashed checks. They switched tactics and tried to charge for Full month of March 2022 pool service when they abruptly stopped service after completing 2 of 5 cleanings. In February they billed for future filter cleaning of $95, which I paid. The full ************* which they only did (2 weeks) is $110 per month with 5 Thursdays in March. So $44 is due from me. However they never cleaned the filter but still charged &95. Therefore OC Pool and Spa owes me $51.

  Business Response

  Date: 06/30/2022

  Former customer ******************* still owes for pool service.

  He was extremely rude to office staff so his service was terminated.

  He will be sued for non payment of services provided.

   

  Orange County Pool and Spa