Complaints

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $250 up front to open my pool this season. They sent **** *** **** who “Literally” had No Clue how to hook up a simple above ground pool filter w a few hoses and attachments.(All I had clean and stored together in rubbermaids.) **** kept asking for more pieces and ended up going into my garage and taking a cut piece of PVC, which I told him did Not go with the Filter. He proceeded to attach it anyway and messed it up completely. I called and sent pictures to **** ** ********. I also found the large water jet connector in the yard-Not attached to inside of pool and to hose. I was told another technician(I believe ****) was his name) would come the next day to fix it and make it right. He never came and over a week went by..I txt a couple times asking when the tech would come. To my surprise she sent **** *** **** back out . I was not pleased. I handed **** the MANUAL to hook it up correctly..but again it was hooked up incorrectly and water was coming out where hose and connector should be. I txt picture to **** and at that point wrote a negative review with pics on their website. They were to hook up new heater but again, it wasn’t done correctly or tightened and had a leak…and used wrong tubing. I hired another pool person who came and hooked it up correctly. He stated, “They hooked it up totally Backwards”and without connectors. I ordered new connectors, and Paid him to correct the problem. I also had to pay Hicksgas to come and fix the leak from not being tightened appropriately . It cost me additional $120 for pool tech and $50 for Hicksgas to come out. Etcheson sent me 2 bills and asking for More Money. I REFUSE to pay more when Filter-TWICE- and heater were NOT hooked up correctly. I paid a different pool

  Business response

  05/18/2022

  For this job I admit the initial time we came out the pool didn't get hooked up correctly but we were unable to perform our job correctly because the water wasn't filled to the height it needs to be to run the equipment. If it had been my techs would have been able to test the equipment and make corrections according. When she called the shop to complain about our first trip our instore staff passed the message to a service technician to help fix it but he later left the company and the only experienced service techs we had were the same two who had gone out the first time. Again the second time we went out the water wasn't filled so they hooked up the equipment as well as we could without being able to test it. We then got a complaint about it leaking. We could not have know about the leak while we were out there because of the water not being high enough and were planning to go out and correct it when we found out she had someone else take care of the problem.

  Customer response

  05/19/2022

   I am rejecting this response because:

  As they stated "It was Not hooked up correctly initially" ..as I stated, I found the Large water jet connector in the grass by the pool after they left the 1st time.  That needed to be attached inside pool to tubing. And when they used PVC, which I told they did Not go with the filter and they put it on anyway-WHY would I waste time and money to fill it.

  They came back 2nd time and I handed Rich the Large water connector, he said "Oh" and I had them the instruction booklet. I DID fill it this time after they left and that is when the tube sprung away and water was coming out-it had NO small connector inside to hold it I found out after I drained pool down for another pool technician, who knows what they are doing to correct the intake and out take-which were reversed and not running properly. and Then had to order new water jet connectors to be attached so I actually could fill pool properly. The 3 connectors were in Rubber Made container I gave them the 1st time.

  I paid the $250 up front and even knowing it wasn't hooked up correctly was sent a bill for more money-$284.  And after 2nd time coming and water spewing out and heater Not attached properly to gas line or filter-NEW heater is still not working.  I was again sent a bill for a balance of $425.69

  ***Etcheson Spa and Pool opened my pool last spring and in 35-40 minutes the pool tech *** (had his name on my paper work), and his assistant, had the filter connected properly, heater, and cover off and folded. I filled pool after they left and It ran perfectly all summer Never a problem. Not the case this year. Huge difference in knowledge and experience and I am continuing to pay to have problems resolved.

   

   

  
  

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