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:07/18/2023

  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.

  We paid this company to treat our pool weekly for regular maintenance however, the pool now has algae growing on the bottom of the pool and has been left untreated for 2 weeks. The pool tech just comes out and pours chemicals into the water hoping it will resolve however, it clearly is not working. The owner came out and yelled all sorts of excuses at me (in my own home) and then told me the pool would have to sit this way until my regular scheduled service day. This was Friday (7/14) and my regular service is on a Wednesday (7/19) please bare in mind my initial call to the company was 7/11 however ********* was showing signs of algae growth starting right after the July 4th weekend. I wanted to give them the benefit of the doubt and allow them to rectify the issue because I understand that sometimes chemical imbalances happen resulting in algae growth however, the pool has sat this way for too long and I would like my *************** fee back for the month of JULY.

  Business Response

  Date: 07/18/2023

  I the owner ***************************** responded to the above women's house after she performed a chemical treatment 5 days in advance to when she was told, upon my arrival i was polite and courteous. i explained she did not follow procedures that were told to her. She didn't care. She just wanted immediate service that was not readily available that day. I responded because I didn't want her to waste her money on the chemical she had just bought. While i was there it was 95 degrees in the open sun area. I was backwashing her filter and afterwards she was asking questions. I tried to answer her questions, but she kept going around in circles. I the told her if she wasn't happy with our service to call a different company. A no time did i yell at her or even raise my voice. She then said who said anything about cancelling? I'm ok with the service. At that point i finished what i was doing and explained to her her regular service tech would be there on Wednesday and he would brush the algae off the floor. I also told her i would have done it that day, but it takes a day or two for the chemical to kill the algae. This woman called the store several hours later and cancelled. I charged a ****** dollar service fee for my work performed that day. If she would have waited until her regular service day it would have been no charge because a tech would have been there anyway. As per a refund for the service, Its a monthly service not weekly. She paid for the month of July.

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20337086
  
  I am rejecting this response because: the house call did not result in a service provided other than backwashing the pool to which the owner popped my backwash hose.  I was told by the person who working when I went in to the store to treat the pool ( a really nice younger woman) as soon as I got home and someone would be out the next day to brush the bottom because the owner gets very upset when he sees pools like this.

  While I did ask many questions, I simply wanted to understand how this could happen when I had been with the same company for 18 months and this had never happened before. Previously at the first sign of any growth (in the corners or on the walls) the tech took care of it and It did not sit there for weeks at a time. 

  Yes I cancelled the service at my husbands request - the following day- because one of our neighbors came to him and asked if everything was okay because he heard yelling in the middle of the day which prompted him to tell me to stop the service as it made him very uncomfortable. Calm was not in this owners demeanor after he was getting frustrated with my "questions" 

  I feel as though I should not have had to wait another 5 days with a green algae filled pool to receive service. I feel the $100 charge additional charge is in retaliation to reviews I have placed about this exchange. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/20/2023

  Unfortunately, I do not have the time to sit and write back and forth to these complaints. I will restate that I did not raise my voice at the complainant, other than if I was speaking from a distance away in the backyard while working on the pool. Her backwash hose did break; however, I repaired it and she seemed to have no qualms at the time of service. As she stated, she did not want to wait the 5 days it would take to get a technician out. The chemicals I put in the pool that day (stop green - a form of algaecide) would take a couple days to take full effect which would have been followed up with by the technician the following week. It was our fault by giving the customer options for chemical treatment, that the chemical was applied at the incorrect time. The intent was to have her apply it the day prior to normal service to alleviate any extra service charges. Unfortunately, the chemical was applied the wrong day, and I had to go out to backwash the filter. The $100.00 charge is standard and is charged any time there is an extra service done on a day irregular to a customer's pool service schedule. My hope is that everyone is happy with their pool service, as we try to do the best we can. There clearly was a miscommunication error somewhere. They cancelled their service and have been taken out of our system. The hope is that they can find the right service for them. I believe these complaints are an after the fact attempt to express frustration and to attempt to receive a refund of sorts.