ComplaintsforFamily First Pool Service

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this man didnt give me service four ********* still had pay threw cash app by Accident i had request for a refund of 125 n he wont refund me money for service he didnt provided!! today he dont wanna give *************************** kept money!!

  Business response

  10/03/2022

  *********************************************** became a Family First Pool Service client in February 2022.
  She paid on time: February 2022, March 2022, April 2022 & May 2022 and received weekly service
  for her pool at her property: **************************************************************** 33610.
  June 2022 and July 2022, **************************** requested longer to pay as she didnt have the funds.
  We obliged and worked with her with no problems.
  Beginning August 2022, we stopped service to the ***** area she was in and let go of 4 other
  clients but kept her account as a courtesy.
  **************************** was always a difficult customer. She would call and say her ********************** was not up to
  her standards and she wanted us to get in her pool and wipe it down which is not a service pool
  companies provide. She called after most service appointments to say that we didnt do
  something correctly. We always went above and beyond to satisfy her but it rarely happened.
  August 2022:
  8/3/2022 - We provided service at 12:01pm
  8/9/2022 - We provided service at 10:55am
  8/16/2022 - We arrived on location but her gate was locked with a padlock. We knocked on the
  door, called and texted client. No answer. We left the property without being able to service her
  pool due to lack of access to backyard.
  8/23/2022 - We provided service at 11:19am
  8/30/2022 - We texted **************************** at 8:50am to let her know we would be arriving to clean
  the pool.
  8/30/2022 - **************************** called and requested we suspend service until further notice due to
  an accident. She said she would call us when she wanted to resume service. She acknowledged
  
  the payment due for August but was unable to pay at the time. We understood the circumstances
  and said it was fine for her to pay her August bill when she could.
  9/15/22 - **************************** texted and requested our CashApp information to pay her August bill.
  We sent the information and she paid for August. She then called and said she would only be able
  to pay us $100 a month for service moving forward. We explained to her that we could not provide
  service to her at that rate. We were already giving her a reduced rate of $125. She proceeded to
  send another CashApp payment for September of $100. We issued an immediate refund of the
  $100 payment through CashApp and explained again to her that we would no longer be able to
  service her property. We sent her the contact information of 2 other pool service companies that
  service her area and may be able to accommodate her at that price. You can see in the text
  messages she acknowledges she owed us the August payment. She then proceeded to say she
  wanted one last service and would pay extra.
  As a company, we decided not to take **************************** back as a client and explained why in
  detail to her. The reasons included: no longer servicing her area and not being able to service her
  location for the $100 monthly payment. She then demanded her August payment back. She said
  she wanted us to come one more time for a party she was having. When we refused she reported
  us to ******* saying she paid the wrong company. When we continued to refuse continued
  service, she threatened to call the police and report us.
  We do not have a contract with **************************** or any of our other clients. They are able to
  discontinue service at any time for any reason. And we are able to discontinue service to clients for
  fair business practice reasons.
  In closing, we are a family & veteran owned business. Our owner/operator ****** *****************,
  proudly served active duty for 20 years before retiring in 2018. Integrity is everything to us and our
  business. We service many clients with no complaints and they are very happy with their service.
  Family First Pool Service would never take payment from a client if we did not provide service. In
  this case, **************************** didnt provide access on 8/16/22 and then terminated service on
  8/30/22. If a client does not provide access to their property and/or contacts us and tells us not to
  come to provide service on specific days - we are unable to provide service on those days.
  If needed, we can also provide a statement from her previous pool service provider who can attest
  to the difficulties he had when servicing her pool as well as a list of all our current and past clients
  who will speak to our service and value we provide.
  
  Please see attachments of the Pool Service log for dates in question as well as text messages
  between **************************** and Family First Pool Service. Any further questions, please contact us
  at ************.
  
  Best Regards,
  Family First Pool Service

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