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Complaint Details
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Initial Complaint
02/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
An electrical outlet was incorrectly placed by the contractors of HillTop Pools, *********, **. Prior to their arrival, I was directed to tell them where I wanted the outlet. I did that, but they did not place it as requested. I tried to explain to the sub-contractor, on their subsequent visit, that it was incorrect. However, he spoke broken English and didn't appear to fully understand the issue and simply kept saying contact HillTop. Therefore, I contacted the project manager who stated he couldn't make the call to have it moved to the specified location. So, I ultimately requested correction several times from the owner, *************************. I have been requesting this change for as long as the pool's outlet was installed - almost six months. The last email exchanges on subject are as follows:12/29-ME "And, no one is addressing the misplaced electrical pole. Could you please address that issue?12/29-OWNER "Also, it is my understanding that the outlet cannot be moved at this point.". 12/30-ME "What do you mean "at this point" it cannot be moved? I have asking for months for it to be corrected. Just so I'm clear, you are refusing to make a correction that was requested due to lack of understanding by your installer?". She has yet to respond, just as she previously skirted around the request for correction for months. I would really like to get a resolution to this issue before spring to minimize the need for post lawn corrections. I kept my end of the contract and consistently paid the draws per events with balance paid in full Aug 14, but am still fighting to get this resolved.With the myriad of issues such as failed follow-through, contractors peeing in yard, drinking on the job, trashing my yard, lying and stealing product (per cameras/photos/texts), I would think that the owner would want to remediate this outstanding issue without such intervention. It is not my fault they hire people who lack sufficient English comprehension skills.
Business response
02/03/2022
While we disagree with almost everything that our client said in their complaint, we know that we are not perfect and are always sorry when we may have fallen short of our mission statement.
Our mission statement is to have a positive impact on all people who come in contact with our company by providing the finest products, the best service, and an attitude of honesty, integrity, and appreciation for their interest and business.Out of the spirit of excellent customer service, our desire to be problem solvers, and to quickly place our focus on the positive, we will move her electrical outlet closer to the pool deck.
In exchange for performing this additional work, we ask that our client acknowledge their acceptance of our offer, refrain from any further comments or rebuttals on here or any other platform, and turn their attention to the positive. There is a beautiful pool in their yard that they will enjoy for decades! The outlet will soon be an issue of the past.
The reporting period for complaints on the Better Business Bureau is 36 months. Hilltop Pools and Spas, **** has built somewhere between ******* pools during that time span and have had zero complaints until we received this correspondence. Thank you to the Better Business Bureau for the services they provide and to our customer.Customer response
02/04/2022
Complaint: 16683845
I am rejecting this response because: the business does not get to dictate how I should feel or what I say. You could have just said you'll fix and moved on. Geesh!Why would you think this statement is ok?
Pool company response ... "In exchange for performing this additional work, we ask that our client acknowledge their acceptance of our offer, refrain from any further comments or rebuttals on here or any other platform, and turn their attention to the positive. There is a beautiful pool in their yard that they will enjoy for decades! The outlet will soon be an issue of the past. "
Sincerely,
*********************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.