ComplaintsforPools and Spas Unlimited of Milford, Inc.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We've had a contract with this business for pool maintenance at our residence for the past three years (and the previous homeowners also had one before we moved in). 9/1/2021 the crew that came out (not our usual crew) spilled unknown chemicals on our rubberized pool decking causing damage. Immediately upon observing the damage that day we took photos and sent an email to the business manager- Mandi Hughes. We received no response. We called several times to speak to her and then the owner directly- still no response. When our regular crew came back, he also took photographs of the damage and said he would send it to the owner and ask him to call us -still no response. We have completely been ignored and blown off. No call backs. No email responses. Despite repeated assurances we would hear from someone. BUT they’ve called me three times to pay the “outstanding” $70+ bill for chemicals used in maintenance and closing. despite having only postmarked it 5 days prior! Yesterday we were assured once again they’d be reaching back out that day about this issue of damage. Still no response. Called back again and it was acknowledged they were aware of the issue but could offer no logic as so how nobody in ownership or management can't manage to address this. Today we are told the owner won't call until we send him updated pictures of what it looks like now- despite the past two months of endless requests to get ANY response. Email chains with this notation included

  Business response

  10/29/2021

  There is an obvious lack of communication between our company and the customer and we sincerely apologize. We are aware of the "stain" and have been working to get product in to address issue. We are expecting product to be received within the next 2 weeks and will promptly have one of our technicians come to clean the area and re-seal the entire deck. Our office will be in communication with the customer today 10/29/21 to relay the same message. 

  Customer response

  11/01/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me at this time   HOWEVER the communication issues have already persisted that lead us to sadly believe the issue will not be resolved without further issues    For instance, today an employee from the company showed up at our home unaccounted and entered the pool area   He said he was sent there by the office and when told we were unaware he said something to the effect of that being par for the course     We Today an employee randomly appeared without notice or knocking on our door inside of our pool fence saying he was sent there by the office to look at the damage.  We were surprised and unhappy you come into our yard without our knowledge.  We immediately emailed Madison at the office to express our displeasure with this.  Shortly thereafter Mandi called and said she received a message from Madison to call us   Oddly enough she failed to ever respond to our emails or previous phone messages the past two months       This response falls into the “we will believe it when we see it” category    In regards to the listed response from the business that the entire deck would be resealed and that’s what she was going to convey to us, that’s not true   Her phone call said they were going to “try to clean the stains and go from there”, not reseal the deck      And as for Mark- Mark has yet to call us despite our requests and assurances he would, most recently after sending Madison the requested updated photographs of damage   Her email response has stated Mark would call us when new pictures were sent but alas, he has not         We are cautiously optimistic   

  Regards,

  Complaint ID: 16070739
  

   

   

   

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