ComplaintsforInto The Blue Pool And Spa LLC

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On or around ***** *** 2023 I entered a contract with Diedra from Into the Blue Pool and Spa. Per the contract it was a Monthly Pool Cleaning Service for $265.00 where they promised to Test the water for cleanliness and pH levels, then adjust the chemistry if needed Check filters, settings and equipment Clear debris Brush down walls Clean out skimmer and pump baskets Backwash the pool's circulation system. Blowing off decking ( as needed ) Salt isn't included( this was later stated that salt was included). I paid for the first month and they were seen on camera just sweeping the pool walls and emptying the skimmers. My deck was never cleaned and my chlorination was raised to 100% so they didn't have to use chemicals. I voiced my dissatisfaction with service to Ms. Diedra who tried to put the blame on her workers calling them lazy. The month of May I paid for my second month on hopes things would get better. The continued to come late and or not show up and then cancel and reschedule. My pool was half cleaned 2 weeks in May and the other two weeks no one came. I have text conversations proving that along with video footage of them showing up once and refusing to clean the pool because I had a net on it on which after check with diedra she said was not a problem but then she was caught on camera complaining about the net. After respectfully addressing the disappointment in service and requesting a refund on *** ****. Ms. Diedra stated she had refunded my 2 weeks of no service which would be $185. I have yet to receive my refund and have asked politely for a receipt of the refund. I reached out to Ms. Diedra on **** * with a final request for refund letting her know that i was going to contact the BBB and then a lawyer for my refund. He responds was."Ma'am, I refunded you your money and I'm sorry that I'm not in the office 24 seven as soon as I get back to the office today I will send you the proof ." I have yet to receive my refund nor receipt of proof.

  Business response

  06/23/2023

  We have refunded ***** as a courtesy however, if customer choose to cover your pool during the season, we don’t uncovered as typical every time we come out. to uncover and cover the pool is usually extra.
  It’s not something we do even per contract nor do we come out on exact same days due to the weather they may fluctuate some.
  
  

  Customer response

  06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I requested a refund on *** **** for the two weeks that no service was provided. I was told on *** **** that my refund was processed. It is **** **** and I have not received my refund. I have reached out to the owner several times requesting a receipt as proof and was told that my refund was already issued. Furthermore,  no where in the contract does it state that a leaf cover is not permitted and neither have I asked for anyone to come out when they were not scheduled to. They provided poor services and I have proof on my back yard camera that they were not doing there job per contract. I ended my contract with them and requested my refund over 26 days ago and have yet to receive my refund despite them telling me they have issued it. Until I recieve my refund, I am not satisfied with them saying they will issue it because they have been saying that but have not produced proof or refunded my $185 for the two weeks they did not provide services.

   

  my refund should be $185  i paid $265 and they inlt cleaned my pool 2 times for month of ****
  
  Sincerely,
  
  ***** *****

  Customer response

  08/14/2023

  No ma'am,  

  
  

  I have not received my refund nor heard back from them.

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