Complaints

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• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising 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 had agreed to an inground pool in Spring 2021 and put a 2K deposit. Timeline was Oct/Nov 2021. South GA Pools was backed up, so we agreed to keep in touch and finalize a date. December 2021, no contact from business, I initiated contact because my husband received orders to *** across country. Was assured by **** that we would receive our deposit back because pool had not been ordered. Spring 2022, contacted ****, he said a check would be mailed. Nothing came. We moved and **** did not respond to texts or calls.

  Business Response

  Date: 09/07/2023

  Hello ***** **********,

   

  When you signed the contract, you were notified that it was a nonrefundable deposit to hold your spot in line.  We are sorry that you had to move and could not follow through with your contractual obligation.  Because of this, I have dissolved your contract, so you will no longer be liable for the remainder of the contract.  

  Thank you,

   

  ****

  South Georgia Pools

  Business Response

  Date: 09/07/2023

  You are correct ***** that the pool was not ordered with the $2000 that hold your spot in line.  The rest of the half down was supposed to be received a month and a half prior to start date, and it wasn’t.

   

  All my customers have agreed that when I am booked out over a year and a half, they appreciate a nonrefundable $2000 deposit to hold their spot in line instead of the required 50% down to order the pool.  I wrote on the top of all the contracts that the rest of the half down is due one and a half months prior to install date.  I don’t want to be holding everybody’s money for that  long of a period.  I also feel it’s more responsible, and the customers feel better about it when I am booked out so far in advance.

   

  Thank you,

  Customer Answer

  Date: 09/12/2023

  It would have been a non-issue had **** not agreed to refund our deposit. I spoke with him multiple times and he said it was on his bulletin board to send a check. I know it's my word against his but if he would have said no, it is non-refundable instead of agreeing to send a check this would not have been an issue. I even have a text of him asking my ****** info so he could send it that way. Had he never verbalized that he would send a check, I wouldn't have sent in a complaint at all. 

  Business Response

  Date: 09/13/2023

  *****, it was a nonrefundable deposit, but you had a very valid reason for canceling and I can understand if the military transfers your family.  The next time I was in your area I was going to verify you actually moved before issuing a refund.  The ****** ****** ****** ******* would not disclose whether you had moved or not.  So the next time I was over there was about three weeks ago, and someone else was living there.  But you tried to force the nonrefundable deposit by contacting the Better Business Bureau.   I’ve change my mind on the refund.

  Thank you,

   

  ****

  Customer Answer

  Date: 09/14/2023

  We spoke on the phone twice and you spoke to my husband once last year (2022) before we moved. Each time we were assured you were sending a check. I called an additional time and texted before we ever left the state and you did not respond. That was over a year ago. The fact of the matter is that you have 2k of our money and you never provided any time, services or materials. Nor were you anywhere close to doing so when I called to take us off the list because my husband had received unexpected orders to another state. I appreciate you responding through the BBB, but I am done going back and forth because you "changed your mind." I appreciate your time and wish you well.