ComplaintsforRizzo Pools LLC

• Initial Complaint

  07/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Pool equipment was installed spring 2023. Rizzo forgot to install a piece of equipment. Rizzo returns to install equipment. On 06/08/23 I was billed for 3 chemicals added to the pool, and a fuel surcharge. Since then I have been billed a late fee. On 07/05/23 I notified Rizzo of this on-going mistake and wish not to be falsely billed. (No response) On 07/16/23 I received another bill with late fees. I do not want to be billed for items I did not agree to buy, nor have put in my pool unknowingly, nor falsely stated out in my pool. I also do not want to be billed a fuel surcharge for a trip Rizzo had to make due to not performing the job correctly the first time. I also do not want to continue to receive false bills and my credit be negatively affected. I also do not want to be brought to court. I would like Rizzo to acknowledge all accurate bills are paid in full and I do not owe $122.96, which I am inaccurately being billed at this time. I would also like an accurate statement when the salt-chlorine generator was installed by Rizzo as it is broken, yet under warranty. To be covered under warranty I need paperwork stating when a pool installation professional installed the equipment.

  

  Business response

  08/01/2023

  we have credited out the bill for chemicals that he was sent so no monies are due at this time.  He has also received the proof of purchase info for his pool equipment and has since filed a claim and we have always been responsive to his concerns and will continue to do so.  

  Customer response

  08/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will assume no more bills will be sent, nothing is owed, and credit will not be impacted.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had called Rizzo pools to clean my pool after we opened it and accidentally dumped the winter cover contents into the pool. They said they'd be happy to help, asked some questions, and said since this was a bigger job it might take 1.5 - 2 hours. They also said labor was $125 an hour. I said this was fine. They initially came out on June 2nd. I was at work, and received an email invoice for $230. This seemed consistent with what was discussed on the phone, so I was very disappointed when I came home to find my pool still a mess. I took a picture, and emailed it to Andrew who I'd been communicating with. He was initially apologetic, and said he'd send someone else out. They came again on June 3rd, and while the pool looked marginally better, the bottom was still covered with leaves and muck. I once again emailed Andrew, and he didn't respond. I followed up a few days later, and he said he already sent someone out twice, but if he wanted me to send someone again, he would. I said I'd pay the $230, but only if someone finished the job. If sending someone else was going to incur another charge, don't send. I never heard back. Today I got two invoices in the mail for both days. $230, and another $132. The $230 was itemized this time and included a bunch of chemicals. I emailed again, expressing my displeasure, and wondered why a bunch of pool chemicals were added to a pool still filled with leaves as they would do nothing. I said I felt I shouldn't pay at all for a job that was never done, but I'd be willing to pay $125 for an hour of labor. I received a rude email back saying I was "foolish" for stating I'd pay that much, and how could they clean the pool without chemicals? I responded and said I have been doing it just fine, and I don't mind the chemicals if the pool water was actually clear. Which it isn't. I've since had to invest in two separate vacuums to clean it, and they are only willing to wave the 2nd invoice.

  

  Business response

  06/21/2022

  As previously explained to Mrs. *********, you need to chemically balance the water to ensure that it is clear so you can actually clean the pool.  Blindly scooping leaves out is not only a waste of time but it is also ineffective if you are still dealing with an algae issue.  Mrs. ********* is complaining about the amount we billed her versus the time we spent on her property.  We invoice hourly portal to portal, once you calculate the times including travel we should have billed Mrs. ********* for 3 hours of labor, when we actually only billed her for two hours.  it is impossible to clean a swamp of a pool in an hour without chemicals.  If Mrs. ********* thinks that can be done i would tell her to look at the time it has taken her to clean her pool.  Cleaning pools is not rocket science, anyone can do it, we where hired out of convenience.  unfortunately Mrs. ********* requested service, we provided the service, and now she does not want to pay for the service.  The invoices will stand, i offered to credit off the chemicals that where added to the pool and Mrs. ********* declined attempting to contact the better business bureau.  At this point the chemicals will stay on the invoice, once it reaches its due date we will submit it to small claims court.

   

  Thank you

  James G*****

  President

  Rizzo Pools LLC.

  Customer response

  06/21/2022

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

  
  

  Please see attached emails.  I wanted the chemicals credited as well, which in the first email, James said he would do.  In the second email however, he said he's leaving the chemicals which contradicts what he said in his BBB response.  I wanted to pay Rizzo pools to clean my pool.  The job was never finished, and when I asked for a response or for someone to come finish the job, no one ever responded.  

  
  

  I would be fine with chemicals being added to the pool if the chemicals cleared the water, and then someone came to clear the leaves.  The water was never cleared, and the leaves remained in the pool. Why should I pay for a service that did nothing and then was never finished?  

  
  

  Additionally, I was verbally told on the phone that their $125 hourly rate was for labor, not travel time.  It doesn't make sense to charge portal to portal.  If you schedule someone an hour away from my house and I'm the next stop, it doesn't make sense that I should be responsible for that hour of travel time.  

  
  

  I gladly would have paid the full invoice for both days if my pool was ever cleaned.  However, I was told someone was coming to clean my pool, and I was charged hundreds of dollars and came home on two separate occasions to a pool full of leaves and muck.  Even an email saying that the job was bigger than they anticipated and was going to take more time would have been nice so I could have made the decision of whether or not I wanted them to keep coming out.  However, all I received was an invoice and a filthy pool.  As well as an email suggesting I'm "foolish."  None of these are good business practices.  
  
  Sincerely,
  
  ***** *********

  

  Business response

  06/21/2022

  Mrs *********, I specifically stated in my email to you that I would credit the chemicals off of the invoice.  You continued to argue for an additional credit which I declined. We did not come to an agreement so there is no reason for me the write the chemicals off of your account.  I still cannot fathom how you can think that we would be able to clean your pool in one or two visits. You need to calibrate your expectations which should not be an issue after cleaning your pool yourself and seeing what it took in time and chemicals.

  Customer response

  06/21/2022

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

   

  I attached your email in my previous response.  I have copied and pasted the following from it:  "Ill credit the second invoice, but I am going to leave the first invoice as well with the chemicals."  That was where my concern was.  If you are willing to credit the chemicals as well as you mentioned in your reply, please send me an updated invoice and I will pay it.  

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pool from Rizzo Pools. We paid our installments, on time and in full. Leading up to the last payment, they were relatively responsive, however, once the pool was in, they became very slow to respond to issues that arose and eventually ignored most emails. Our pool filter never worked. It was brand new out of the box. The pump was broken. We needed a part which was ordered. It came in and now we cannot get an answer as to when someone will be to our house to install it. Our pool has been in for two weeks and has never been hooked up to a filter yet. The water is slimy and turning green which is now going to cost us extra money to rectify. The job for the installation is not and has not been finished.

  

  Business response

  06/03/2022

  Good afternoon Mrs. *****.  This is interesting, after installing your swimming pool we discovered your pump was not working.  once we discovered this we ordered a replacement pump for your system.  That replacement pump arrived yesterday on 06/02/2022.  Once we received your warranty filter pump andy emailed you on 06/02/2022 stating that we would be on your property today 06/03/2022 to install the warranty pump.  What i find additionally interesting is that we received this BBB complaint the minute our technician pulled into your driveway.  We are literally at your house replacing the pump as i am typing this response.  please see attached screenshot showing at technician currently at your house replacing the warranty pump.  I can understand your frustration with having an out of box failure on the pump, but to state that we are unresponsive, and have not communicated with you is exactly the opposite of what we have done since this issue has arrived.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an above ground pool from Rizzo Pools, which was installed in August 2020. Everything worked fine until the pump stopped working in August 2021. I went to Rizzo Pools and spoke with Andrew H*******, the Retail Manager who sold me the pool, and explained the problem. He looked it up on his computer, told me the pump was covered under warranty, and said he would order a new one for me. When I inquired about the time frame, since we were still in the swimming season, he said he expected it to take a couple of weeks. He also said that, upon receipt, Rizzo Pools would install the new pump at no charge. I also asked about possible delays due to Covid and he said they had not experienced any from this company so far. Just for my own peace of mind, I ordered, independently, a new pump from ****** ****, which I received in 3 days. I installed it on my own while I waited for the pump from Rizzo Pools. It has now been over 3 months and I have yet to receive the replacement pump. I stopped in the store over a month ago to inquire and all I got was that the pump hadn't come in yet and they would let me know when it did. I told Andrew to keep in contact with me to let me know the progress and he said he would but I have not had any communication with him since. I find it greatly disturbing that I was able to procure a new, exact replacement, pump in 3 days but a longstanding local business has not, after three full months, been able to do the same. Not only that, but absolutely no alternate solutions have been offered, no communications have been attempted, and Rizzo Pools seems to have no regard for even a minimal attempt at customer service. I spent over $10,000 at Rizzo Pool expressly because they were a longstanding, local pool business with a good BBB rating and I feel they have dismissed my issue completely. I have tried to get satisfaction through text, phone calls and in person, but now feel I need to turn to the BBB.

  

  Business response

  11/22/2021

  Good afternoon, i am sorry to hear about the inconvenience this has caused you.  After speaking with Andrew and Andy i was able to dig in to see what is going on.  Currently you do have an open warranty claim with ******* **** ********.  The claim has already processed and we are waiting on shipment pending availability of the filter pump.  Unfortunately 2020 and 2021 have been an absolute nightmare attempting to acquire product and it looks as thought 2022 will be the same.  At this point i can not promise that the pump will be here within 30 days.  I am being told by ******* warranty representatives that it should be, but we where also told that in august.  As far as getting a pump quickly from *******.  This is completely understandable, generally when there are supply chain issues, the big box stores are able to acquire product much faster than smaller businesses.  ******* has over 700 locations nation wide so it would make sense that they would have a pump in stock at one of their locations.  My issue with this, is the fact that ******* charged you for the filter pump.  Regardless of where you purchase the swimming pool filter pump, ******* is responsible for backing up the warranty and providing you a new pump.  You could literally walk into any pool store in the world that sells ******* product, show them your proof of purchase ( your invoice) and have a warranty claim processed.  As i previously stated i apologize for the inconvenience and frustration.  We will reach back out to you as soon as the replacement filter pump ships.  It may be worth a phone call to ******* to let them know the warranty situation.  If you can provide them with your original invoice, the charge for that pump should be refunded under *******s warranty.  If you would like assistance with that we can certainly help you with that.

   

  Thank you 

  James G*****

  Rizzo Pools LLC

  President

  Customer response

  11/24/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they follow through. The business has contacted me directly and notified me that *******, the pump company, is processing my order. It seems to be in the works. The part about me going to Leslie Pool to take care of my warranty work as an alternative is not acceptable, since that completely relieves Rizzo Pool from any responsibility. I made my purchase at Rizzo Pools and I expect them to follow up.

  I will now wait to see if Rizzo Pools completes their fulfillment.
  
  Sincerely,
  
  ***** ********

*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. ↩