ComplaintsforAdvanced Pool Systems, Inc.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of original work: 12/27/21 Date of follow-up: 12/29/21 Work Type: Pool Solar Heater Repair Total Cost $495 I purchased my home in 2016 and recently had a few leaks in the solar heating panels on my roof. The previous owners kept great records and I found that Advanced Pools Systems had done the install so I called them hoping they could handle the repair. When they came out, they immediately said I should replace the entire system instead of any repairs, the difference was $495 for repairs or $3500 for a new system. Not having that additional $3000, I opted for the repairs. While they did fix the visible leaks, they created more leaks in a different location that had not leaked prior. After speaking to them they agreed to come the next day to take a look. Of course, in the meantime they ran and deposited the check. The following day they conveniently told me there was nothing they could do and of course by that time it was too late to put a stop payment on the check. I reached out hours later leaving them a message about how displeased I was, so far, no response. In my message I offered to pay for the following: Service Call $89 Individual Leaks @$25 each x6 $150 Flush Valve Replacement $45 Total willing to pay $284 Asking for refund of $211

  Business response

  02/14/2022

  Business Response /* (1000, 6, 2022/01/05) */ We recommended to the customer NOT repair the system with so many leaks (18). We advised him that if we repaired all the leaks today, new leaks could start tomorrow. The customer stated "ok, just fix what you can". Customer called the 2 days later and we went back at NO CHARGE but the new leaks were unrepairable. We are sorry he spent the money on the repairing a system in such bad shape. Also we removed the $89.00 service fee on the original invoice to help him out. We were upfront with the customer and did what he asked. Consumer Response /* (3000, 8, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) They NEVER recommended not repairing the system. What they recommended was replacing the entire system for $3500. When I explained that I did not have that kind of money they said they understood and would repair the leaks they could. There were 6 visible leaks and then another 12 that the older gentleman claimed couldn't be seen which I paid to repair. They did say that they could not guarantee new leaks down the road however the repairs they were doing should get me by until I could afford a completely new system. I did NOT call 2 days later in fact the repairs were done on Tuesday 12/28 and I called the following day, Wednesday 12/29 to complain about the work. They asked if they could come out on Thursday 12/30 because they would be in the area anyway and I agreed. They did waive the original "Service Call Fee" of $89 which I appreciated however I also paid for 12 additional mysterious leaks totaling $300. They are trying to claim that they told me there could be more leaks but the real issue here is that the older gentleman was on my roof and caused the damage to the solar panels himself. When any contractor comes out and preforms a job, if he creates more damage, is that the customers fault. Absolutely not. As I said originally in the multiple voice messages to Advanced Pools Systems (None of which they responded to) I offered for them to make this situation right. I'm willing to pay for the Service Call $89, the six visible leaks they repaired @25 each $150 and the Flush Valve replacement of $45 for a total of $284. A compromise I think is completely fair. Business Response /* (4000, 10, 2022/01/15) */ As stated before we did see the "sprayers" the customer was talking about but with further inspection there were a total of 18 leaks.(we don't create leaks OR CAUSE MORE DAMAGE) We showed him a snap shot of all the pins that were marking which tube in each panel was leaking. Yes, we did tell him he could replace the panels, which is was our opinion because the solar system was in such disrepair. The customer stated "no, just fix what you can". After the repairs were completed, we turned on the system and there NO LEAKS, But we did then state to him, That it's not leaking now, we STATED THE WE COULD NOT GUARANTEE THAT NEW LEAKS DOWN THE ROAD.. We were upfront and honest with the customer. The solar system has been neglected since the previous owners had it. Consumer Response /* (4200, 12, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They "CLAIM" that the system was neglected yet this solar heating system requires no maintenance. They also "CLAIM" the system was in disrepair, yet they said it should not be repaired it should be replaced at $3500. They conveniently said "We cannot guarantee leaks down the road" but there is nothing in writing or on the invoice to corroborate that. An easy catch all for the additional damage the older gentleman caused when he walked around the roof. Unsure of what "snapshot" they are referring to. As I have said previously, they did fix six visible leaks while I paid for those and an additional 12 mysterious leaks. One again I'm willing to pay for the Service Call $89, the six visible leaks they repaired @25 each $150 and the Flush Valve replacement of $45 for a total of $284. A compromise I think is completely fair. If this cannot be resolved through the Better Business Bureau, I will take it to Pasco counties Small Claims Court to recover the full amount of $495.

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