ComplaintsforPinch-A-Penny #108

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/13/24 reported Pop-up Module was leaking and spraying water out on my yard. 2 service people stopped by and told my wife the Module top was leaking and needed to be replaced. On 4/25/24 they replaced the Pop-Up module ($534.99). I thought the whole unit was replaced, but they told me only the base was replaced. My wife (I was gone as they were supposed to call before the came, but they did not) was told part of the problem was I had the install the unit too low to the ground so it would not show as much? I did not say that and just wanted the work to be done correctly. They turned off the pump and told her to leave it off until they get the top tomorrow. ******* showed up the next day in the afternoon. He replaced the top but told me my motor was hot and locked up and needed to be replaced. The water was below the skimmer, and I needed to add water. They did not remove the auto one pin from the timer. We were gone that morning and the pool started at 8:00 am as programed. The pop-up module was still leaking a lot, so the water level dropped to below the skimmer and the pump kept running without pumping water and overheated and locked up. I told ******* you caused the motor to overheat and should replace at no charge as it was there fault. He replaced the motor and impeller and presented me the $997.20 bill for payment. I told him I wanted to talk to the owner first before I paid. He told me *** (his dad) was at the store. I would stop by after I finished refilling my pool. A couple of minutes later ******* shows back up and was told by his dad "If I did not pay him now to remove the parts!" I convinced him to not do that. I stopped by the store 6144 SR 70, Bradenton, FL to talk to ***, but he was gone. The service manager told me *** would not budge and I had to pay the bill in full and it was not their problem. I don't trust this store anymore. I paid them and told them I would be filing a complaint and looking elsewhere for pool service.

  Business response

  07/15/2024

  This is for Pinch A ***** in ********* FL.  We are located at *********************************************  So please address this complaint to the right store.  Thank you!

  Customer response

  07/15/2024

  I have attached the invoice in question (PDF file). Pinch A ***** *********************************************************. ************. ******* was the service person. When I went to the store to talk to the owner about their service person not completely turning off my pump and causing the motor to lock up once the water got below the skimmers and was running without pumping water and why he told him to remove the parts if I did not pay him right away. The owner was gone, and no one knew when he would return. ****** (service mgr.) told me the owner would not do anything and that I must pay them. I paid them with my cc Transaction # ****** $991.96.  

  Business response

  07/17/2024

  On 3/01/2024 (Not 4/25/2024) the base of the paramount module was replaced do to a crack. The receipt given to the customer states Paramount Pop-up Base and o-ring.  Not a complete module.  The invoice for that job was $691.20.  All other parts were newer and in good working condition.  There was no need to replace the entire module for an additional $500. 

  On 6/13/2024 ******* a mechanic at Pinch A ***** #*** ( Not my son)  inspected the pop-up module for a leak.  The lid had cracked and was leaking the pump was turned off.  We came back the next morning and replaced the lid at part cost only.  It was found later that the motor for the pump was over heating and turning off.  ******* explained to the customer that the motor needed replacing.  He also explained after being accused of burning up the pump, that the water was not below the skimmer and if it was  the skimmer was also turned off.  So the pump could not be damaged for pulling air through the skimmer.  

  Customer told ******* he was not going to pay for repair so i instructed him to remove our parts and leave the property.  We only charged a half service fee to replace the motor.  Even after the customer realized the skimmer was off and the water was not below the skimmer, he stilled wanted us to replace the motor for free.  He did not let ******* know this until after the work was already complete.  If it was our fault in any way I would be happy to replace what was damaged at no charge.

  We have only been hired for repairs  and have never done pool service for **************.

  Customer response

  07/19/2024

   
  Complaint: 21887351
  
  I am rejecting this response because:

  ******* did not make sure the pump would stay off by removing the timer start pin. He told me the motor was off and not to turn it on until the did the repair. The motor was turned on by the timer. It then pumped out the water through the leak until it was below the skimmer at that point it was running, but not pumping water so it overheated and locked up. If ******* did his job correctly the pump would have stayed off and the motor would not have overheated and locked up.
  
  Sincerely,
  
  *******************

  Business response

  07/19/2024

  The pump was not running dry as stated by the customer.  If the water was above or below the skimmer does not matter.  The skimmer was turned off and could not pull in air to over heat and burn up the pump.  ******* discussed all this information with the customer and me the day the incident happened, while still on the property. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original purchase March of 2022 *************************** Complaint about business practices ************************************************************************* They will not return my calls. They will not provide service on warrantied pool sweeper. According to *******, the manufacturer, Pinch A ***** is liable for warranty.They send technicians, I pay for the visit, but the sweeper does not work. The flappers will not even move.

  Business response

  11/15/2022

  We have been to the property on a total of 5 different occasions.  One visit was for a repair of the pool pump.  The other 4 visits were to check a pool vacuum for not functioning properly.  All four visits were without a service fee.  Each visit had the same result.  The pool has not been maintained properly and was full of algae. The filter needed cleaning on 3 of the visits and replacement on another.  The pool vacuum functioned properly after the filter was cleaned or replaced.  If any new vacuum was installed, the same result would occur.  This has been explained to the customer on all four visits.

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