Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had them come out to replace a temp sensor. I was away on business so my dad met with *******. He said ******* replaced the temp sensor, said it fixed the temp sensor issue. The heater unit did cycle on to heat the pool water. Dad recognized that ******* was struggling to get the pump to stop sucking air. He said rep removed the pump strainer basket multiple times, attempting to seal it, at one point put his whole body weight on the unit trying to force the top back on. Rep managed to get the system restored to flowing with the pump on. Advised to pump every 8 hours for 8 hours. ******* insisted once again that the electrolyzer was not working to my father in law because the flow indicator on the system display indicated that there was no flow. He had the unit turned on with the valves isolated for heater repair and testing. ******* left and approximately 7 hours later the electrolyzer loop exploded destroying the housing and plate assembly and the *********** valve. My dad called them to tell them they blew up the system. Rep responded, gave us a quote to fix it at cost to us. My dad tried to explain that they blew it up and they refused to acknowledge it. Told the owner about it and ***** gave excuses that it wasn't their fault. They told him that in the middle of the day in ************, ** in a flowing system that iced formed and clogged the system resulting in the explosion. He tried to claim that a centrifugal pump was able to force >250psi sustainably against an ice plug and that caused an isolated loop to explode. We were sent a bill to pay for the services to restore our pool and system from the flood the system is still blown apart in pieces and cannot turn on without draining the pool into the yard. I have time stamped photos that my dad took the day of the incident. I took time stamped photos today. The valves to the electrolyser loop were and still are closed, and the electrolyzer power is still on.

• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Pinch a Penny on *********************. in September 2023 to have my pool heater repaired they came out explained what part was needed. It would cost over $600. I paid for the part they came out replaced the part, but added they needed another part which cost close to $400. They put the parts on with no directions on the heater and parts. I Contacted them to come out and provide guidance on operating the heater. I have repeatedly ask that they call before coming. They never call just show up and I'm not at home. On there visit in late October they said the heater is working correctly, again no one was home and after viewing the camera they didn't come out, but put the information in the office computer. I called the office and spoke with the manager and she read me the notes entered into the computer. I turned on the heater October 29th 2023, but the heater never came on and I received error code 05. Contacted Pinch A Penny again. Tech came out on the 31 of October and again no call before coming. Tech turned it on and it fired up. I explained I did the same to turn it on and explained I needed to leave. ****** ran for two minutes without the code appearing. Tech said he was working in the area and would come back and check. Tech didn't return Contacted them today and now they want me to pay for a service call for service that has never been completed.

  Business Response

  Date: 11/20/2023

  Customer set up a request for repair and we diagnosed the concern replaced the parts necessary to repair the concern and the heater is working per manufacturer specs. The service manager has been out several times for follow up concerns about the heater not working and every time he checks the system it is operating properly.

  Customer Answer

  Date: 11/21/2023

  The heater turns on and within 3 minutes at shouts off with error code 05. The tech leaves when he hears the heater starts up and not stay for the 3 minutes.  Tech last visit said he would come back to make sure it's still running and check error code, but that never happened. They never repaired what I paid for.

  Customer Answer

  Date: 11/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20812331

  I am rejecting this response because:

  The heater turns on and within 3 minutes at shouts off with error code 05. The tech leaves when he hears the heater starts up and not stay for the 3 minutes.  Tech last visit said he would come back to make sure it's still running and check error code, but that never happened. They never repaired what I paid for.

  Regards,

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

  Business Response

  Date: 12/18/2023

  We would be happy to send the technician out again to diagnose the customer's concern. However I would like confirmation prior to scheduling since the customer said they did not want us to come back out.

  Customer Answer

  Date: 12/18/2023

  I don't trust Pinch a Penny to come out again, because they have entered information in there computer about work being completed or giving a diagnosis that is incorrect in order to receive more money.  Upon taking with management I was Pretty much told I was laying.  Why, because they believed the technician over there customer. ******************** even said they came out to check.  Again, I told the manager I'm looking at my camera and they didn't come out. But they still believed there technician. Enclosing I still request a full refund. 

• Initial Complaint

  Date:04/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a filtration system in 2019 or 2020 and paid pinch a penny to have it installed. They sent a technician out to my home to install and update plumbing on my equipment. I went a month ago and purchased a motor and installed the motor myself. And when I started my pool up the pvc pipe is leaking water. I advised pinch a penny that my pipe is leaking water and they said they would send a tech out on a Monday or Tuesday. The techs showed up to my home on a Wednesday without my knowledge and came up in my yard without my knowledge and was tampering with my pool equipment and electrical equipment. When I go outside from my garage the walk around the corner and tell me do I have my pool cut off and I advised thay indeed I do. I started the pool up and they are trying to tell me the front end of my pump is leaking water and I showing them the PVC pipe is what is leaking not the front end of my pump. I called and spoke with the owner of the said Pinch a Penny and he said he would speak with the techs that afternoon and call me back and speak with me regarding a resolution that never happened. I call them this morning and spoke with ****** and she says the owner is out of town and I will have to wait until he gets back in town to speak with him. And I advised this is bad business and she is telling me what the techs are saying and what the customer is saying is he said she said. I advised her I would like the owner to come and look at my equipment because I don't want the techs back to my home cause at this point how do I know what they were doing with my equipment before I walked outside. And advised that I was thinking about filing with the bbb because I feel like they don't care about there customer as I have been a customer for more than 5 Years and spent thousands of dollars with them and I have yet to get a call back and my pool is still leaking. She said at this point she isn't going back and forth and hung up on me.

  Business Response

  Date: 04/12/2022

  According to our records 2 technicians from our store visited *** ********** residence on March 9^th to provide a "free" diagnosis for a leak that he noticed after "he" performed a motor replacement on his pump. The technicians with 7 and 5 years of experience told *** ******** that the leak was coming from where the water enters the pump due to the age of the tank body and that it needs to be replaced. (the tank body has become distorted from age and vibration). *** ******** did not agree with their assessment.

   

  We would be happy to provide a quote for the proper repair of the leak and if *** ******** approves the repairs we will place him on the repair schedule.

   

  ***** and ******** ******

  Business Response

  Date: 04/19/2022

  This is a follw-up to complaint ID ********

   

  • Pinch A Penny #219 did complete a repair in August 1019 where we installed a new filter and replumbed the equipment to his existing pump. 
  • *** ******** was the last person to work on his pump. 
  • He was in on 3/2/2022 and purchased a new motor and seals to install himself. The components he replaced are directly connected to the area of the concern and cannot be removed and replaced without disturbing the area of the leak.
  • The PVC leak he mentions is where the threaded fitting screws into the pump. As the technicians discussed with him this is common in older pumps and the proper repair is to replace the part of the pump that the PVC  screws into.
  • As stated before, We would be happy to provide a quote for the proper repair of the leak and if *** ******** approves the repairs we will place him on the repair schedule.

   

   

  ***** and ******** ******

  Customer Answer

  Date: 04/19/2022

  That is not what was told to me by the technician. It was told the front end of the pump was expanding and it was leaking,which is not true. The part of the pump I replaced is at a total different end then the PVC pipe that is leaking. And the PVC pipe has no threading on it and it fits down on the the front end of the pump and that is what is leaking. So again at the end of the day what your ate talking about is 2 separate parts. You yourself has still not reached out to me and spoke with me as what you stated a month and a half ago. You still have not explained anything regarding your rude staff,and how your techs were trespassing because no one was aware they were on my property.so we should start there.As an owner you still have not took the initiative to schedule a time and look at the equipment yourself. Your staff told me it was he say she say which should never be told to a customer and further more there are no she's involved so I don't appreciate the select of words used and the demeanor behind everything. Like I said I tried to fix the leak myself because no one ever showed up the last time I called and advised that the pipe itself was leaking about a year ago, so for me it is the poor response and poor workmanship that I was provided.with everything being said you say you offer a bunch of stuff but you still have not followed thru with what you originally advised the customer. Just poor service all the way around. I don't see a resolution at hand because you still are not seeing what the problem is you want to call the problem something else that it is not.