ComplaintsforChas Pools Inc.

• Initial Complaint

  05/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Chas Pools came to our residence on May 3 to open our inground pool. Did not thoroughly vacuum pool which led to pump getting clogged. Also told us our pump to fountains and slide was not working and that we’d have to purchase a new one. Requested they come out and properly open pool - still not sure if they did since pool looked the same and *****, manager, has not returned my calls or emails. As a result, we had to have another company come out at a cost of $265. They fully opened the pool and vacuumed. Furthermore, the pump that we were told was broken was, in fact, fully functional - Chas Pools neglected to turn the water features on with another switch. Requested a refund from Chas Pools in the amount of $165 but they are not returning calls or emails.

  Business response

  05/26/2023

  We did open their pool, we did a rough vacuum, which is all we do when we open a pool, they complained about that, I sent my guys out again, which I don't normally do, but since they complained so much, we did another rough vacuum.  Normally I charge my customers $125 to come back and vacuum, which I did not charge them. When we open pools we aren't there to make their pools crystal clean.  When I did sent them out to vacuum they emptied the basket multiple times, so I don't know what they are talking about a clogged pump.  As far as another company coming out, they told me after the fact.  We did not turn their water features on because we couldn't get the pump running and we told them that.  I didn't respond to her e-mails after she told me she got another company to come out.  That being said I am not reimbursing her.

  Customer response

  05/30/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. The company’s response does not satisfy the complaint. The fact that she showed a picture of a vacuum in the pool does not show how they left our pool after “opening it.”  Earlier photos provided to BBB showed so much debris that it clogged the pump. Company did not show proof that they even sent someone out a second time. These pool professionals said they couldn’t get the pump to work - the other company literally came and flipped a switch. I should not have to pay for the first company’s incompetence. I tried to reach out multiple times and the company even acknowledged that she ignored my attempts to rectify the situation. I am recommending my partial refund as a result.  Regards, Complaint ID: 20056652    

  Business response

  06/13/2023

  I'm not responding to this anymore, I will not reimburse her, we did what we were suppose to do when we went to the pool. 

*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. ↩