ComplaintsforPool Werks
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Complaint Details
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Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I contracted with Pool Werks Co tin April ****************************** my inground pool. I was told the liner would be installed around the end of May 2022. In June ********************************************** delivery.Still lost in July ( but they said they were tracking it), August came but no liner arrived. I guess they're still tracking a lost delivery truck and driver. How do you lose a ******************? They suggested ordering a liner from another company, but never did. I use this pool for therapy for my severe rheumatoid arthritis and suffered debilitating consequences due to not having my pool work completed and not being able to do my water therapy. I have suffered physical , mental and cash problems due to their negligence. I want Pool Werks to pay another reputable company to install a high quality liner in my pool.Initial Complaint
08/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Pool Werks was charging a credit card WITHOUT authorization that I had used last October/November, as a one-time payment, to charge me for 3 services this summer after assuring me there were NO cards on file for me. As I hadn't noticed these charges going through (this card is rarely used and typically just sits on autopay) I was also mailing them checks for 2 of those same services clearly noting the appropriate Invoice # on each as well as including the appropriate invoices in each envelope. After charging my credit card, they also deposited both checks. They have also overcharged for each service according to our service agreement electronically signed on 05-22-22. We negotiated to $80 per service (plus chemicals) with paying by check as the only form of payment. For each service this year (5 in total), they have attempted to charge me $100 per service plus a $5.00 fuel surcharge fee which their Terms and Conditions clearly state they will waive if paying by check. I had been mailing in payments of the corrected amounts with documentation of why (copies of contract and Terms of Conditions) for the adjustments with no challenge from the owners.On the last service (08-09-22) they broke a piece of plumbing equipment essential to the water flow from the pool into the filter, heater, and pumps. They made no attempt to notify us whatsoever, despite one of us being at home at the time. That night a picture was sent to the owner along with a message which went unanswered. Another message was sent the next day, also unanswered. The following day (08-11-22) the fraudulent credit card charges were discovered. Over the next few days, SEVERAL attempts were made by phone/voicemail, text and email to contact both owners regarding the charges and damage with no acknowledgement whatsoever.There are other issues that they have failed to address regarding work they promised to do, but these are the 2 main things that needed the most thorough explanation. Thank you.Initial Complaint
05/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
5/4/2022 - $637.50 - Refund requested due to service not completed - Refund approved (see images for proof) - refund never received.5/19/2022 - $1090.00 - Transaction made without my consent - services never completed - duplicate plus additional charges not agreed upon - Refund requested - company not responsive - THEFT I contracted with Pool Werks to open our pool and service it weekly. After many issues with communication, promptness, organization and services not being done correctly, I cancelled my services with them in writing. I pre-paid for the pool opening that was not completed and asked for a partial refund, which was agreed to by the company but never sent.I want my $1727.50 refunded to me immediately as these services were never completed.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.