ComplaintsforHoward's Pool World Inc.
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Complaint Details
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Initial Complaint
06/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
In an effort to received a reply to my email to the business below from June 12, 2023, I am contacting the BBB . Can anyone help with our concerns? From: ***************** Sent: Monday, June 12, 2023 11:53 AM To: ********************************** Cc: **************************** **************** Concern / billing error Good morning, *********************** emailing on behalf of *********************. Service address ********************************************************************. Since my conversation with ***** on 6/5 at 3:45pm CST, I have not received a response to my concerns. I called back to follow up on June 7, 8, and 9, but was not able to speak with ***** again. 1. *********** received since Dec 2022, was subpar to say the least. The first couple months were satisfactory but after that the tech was not even at the house long enough to do anything but test the water. Im guessing he thought mom wouldnt notice.2. An issue was communicated to him regarding the jets and he indicated the filter needed changing. This was a new filter by the way when your company started service in December. It was removed on May 30th and it was filthy due to never being removed and cleaned by your tech. Your tech was not on site at Moms on May 29th to replace a filter or the filter would not have been filthy on May 30th. Reimbursement for the $84 you charged her on June 6th is in order. 3. You have received final payment on June 6th! When your tech arrived on June 5, he was told the service was no longer needed. Please do not harass my mother by sending out any more invoices for service she never received. I will be contacting the Better Business Bureau as well as the ************************** in ******* as I believe you took advantage of my Moms age and disabilities in that you though she wouldnt know the difference in a clean, well cared for pool and an unkept one. Please let me know when to expect to see the reversal of the $84 charge for the non existent filter. Thanks,*********************** ************Business response
07/04/2023
Our relationship with *************** began with a 2 visit clean up on her pool because 2 previous pool companies could not keep her pool from turning green, per Mrs.****** ***** call at start up. We quickly got the pool clear and blue for her and began weekly pool service which began August 2022. She signed up for our lowest level of pool service. In late September Hurricane *** hit and destroyed her pools screens leaving the pool open to the environments. We normally would not allow an open pool to continue on our lowest service and forced most clients to upgrade to the Deluxe full service for $70 more until their pool screen cages were repaired. We allowed *************** to continue paying $120.00 every 4 weeks rather than the $190.00 we required others to do.
We successfully cleaned up her pool after Hurricane *** with NO extra charge to her at all. Her pool finish is extremely old and needs to be resurfaced. Our technician spoke with her regarding the state of her pool finish degradation and that we were unable to continue full brushing on the finish as it was crumbling. She requested a stain estimate, and we mailed one as requested on 5.22.23 as well as an estimate for a new filter cartridge,*************** verbally approved a new filter and it was installed on 5.29.23 by her technician.
On 6.5.2023 the filter was paid for and she then canceled pool service with us. I was told by her daughter that they got a different pool company. We believe the new pool service clogged the brand-new filter cartridge with the surface material and other debris due to lack of familiarity with the pool and its conditions. There would have been no reason for them to inspect the filter cartridge before they began clogging it. Upon further investigation they should be able to tell the plastic caps of the filter cartridge are not discolored, this is a new style cartridge that came out this year. We feel that the client and new pool service company jumped to enormous conclusion and expanded on that and accused us of taking advantage of an elder client. We know the facts and stand by or and honest treatment of *************** as illustrated by all of our interactions with her and all of our other clients.
We wish her and her daughter the best, but request that this claim to be dismissed as unfounded.Initial Complaint
05/12/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We are receiving bills from this Company and we do not have any services with them. We called last month and they said "it was their mistake" and they would "fix it". Today we received another bill with a late notice on it. We want a letter stating that this billing was an error on their part since we cannot depend on them to do it. We also want all of our information DELETED from their system!Business response
06/22/2022
Business Response /* (1000, 12, 2022/06/10) */ The Account Manager spoke to this customer on 05/13/2022 and advised him the invoice that was accidentally applied to his account has been credited and he has no balance. Unfortunately we are unable to delete him from our data base because he does have a purchase history with us in 2021 and we are required to keep the information on file. The account has been inactivated and he will not receive another invoice or billing from us. Consumer Response /* (3000, 14, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We want something in writing sent to our mailing address referencing the information they have supplied to the BBB. Business Response /* (4000, 16, 2022/06/17) */ An Account Statement has been mailed by USPS today. Showing the Complete Account History and the Account Balance of $0.00 Consumer Response /* (2000, 19, 2022/06/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as we receive the statement in the mail.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.