ComplaintsforDoctor Pool Services & Maintenance LLC

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the May 7 my pool was not serviced, then following week my lanai screen door latch was not functioning and the pool was not serviced again. I received one text msg stating this, no reason for the previous weeks missed service. The technicians work had already become diminishing due to lack of cleaning, service or communication. On May 31, I was outside and they pulled past my house to service the neighbors pool. After a few minutes ( thats usually ALL the time they spend servicing us), I went to see where they were and they had left. When I called them they said they no longer service our pool because I hadnt responded to their msg and because I requested for them to leave a card of what was done weekly. They were offended and irate, yet there was never any form of dismissal or return payment for the quarter. Unfortunately, he expressed that they service over 300 pools and were just another number. This unprofessional behavior and lack of service is unacceptable.

  Business response

  06/13/2024

  Better Business Bureau

  Serving ************

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

   

  To Whom It May ****************** style="color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  Thank you for bringing this matter to my attention. I appreciate the opportunity to address the concerns raised.
  
  At our company, we deeply value our partnerships with clients and uphold ourselves to the highest standards of service.
  
  Regarding the specific issues outlined:
  
  When our team attempted to service the customer's pool, we encountered difficulty gaining access as the door was locked, which was an unusual occurrence. Despite our attempts to contact the customer via phone and text to notify them about the situation, we unfortunately did not receive any responses. Over the following week, despite repeated attempts, the door remained locked, and we received no further communication. Prior to this incident, we had been able to access and service their pool weekly, including two weeks before this occurrence.
  
  Based on the lack of response and ongoing locked door, we regrettably assumed they no longer required our services and proceeded with our scheduled appointments, including servicing other nearby customers.
  
  Regarding the payment matter:
  We discovered that the customer had prepaid $360.00 for ******************** from May through August ($90.00 per month). Due to the high volume of daily transactions, occasional delays in tracking payments can occur. Upon reviewing the customer's account, we promptly acknowledged the oversight and issued a refund for the unused portion, totaling 3 and months. The refund was processed via check and mailed the same day the customer requested it, ensuring swift resolution.
  
  I want to emphasize that every customer relationship is crucial to us. We are genuinely passionate about providing exceptional service and ensuring our clients' satisfaction.
  
  In conclusion, I am committed to resolving this matter fairly and respectfully. Please feel free to contact me directly if you have any further questions or require additional information. Your understanding and patience are greatly appreciated.
  
  Thank you once again for allowing me to address this issue. We value your feedback and remain dedicated to upholding our reputation for excellent service.

  Sincerely,

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

  Doctor Pool Services and Maintenance, LLC

*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. ↩