Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had Lovins Select Pool and Spa come out as a 3rd quote. We already had quotes and diagnosis which were the same until ******** from Lovins sent her 2 guys out. We had taken all panels off for them and they didn't even touch the spa or run any tests. They came up with a totally different diagnosis. My husband made a comment to them as aren't you going to even run tests or get into the spa to look? They were there less than 10 mins. My husband called them and complained that evening. He said he would handle them because they were there. We ONLY called them because the other 2 companies couldn't get to us in time and the buyers for our home wanted it up and running before they closed. My husband sent an email to ******** on 11/4/22 and she received it. She continued to send invoices and I requested her to call my husband at her number. She stated that the billing was automated through email. On Jan 19th she emailed me stating that she now had no contact with my husband and drmanded pmt with a late charge! I reminded her of the email letter and she said they don't do business through email. We want to be done with them and released from the bill. After explaining to the new buyers and our Realtor they asked for us to leave $700 which was more than the other 2 companies bids. Lovins wanted $1000-$1,400. There was mistrust after their misdiagnosis and the buyers/Realtor stated they were going a different route. I do believe they had Lovins close the tub for the winter because everyone else is pulling the covid-19 card and you can't get anyone to work.****** & ******************* ************ I also have tried to talk to ******** and did tell her I would contact the BBB if we didn't get this resolved in a week. She never responded. I left a verbal message on her answering machine as well as told her on the phone.

  Business response

  02/17/2023

  This issue has been resolved. We have written the amount off and consider the account closed. 

  Thank You

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired to close my pool for a quote agreed upon $387.07 in quote Invoice ******. Upon arrival the two-gentleman sent out to close the pool noticed the pool cover on the pool deck side and asked if the cover was ever installed and I said no it was new. They asked if your Lovins company had ordered this, I said no that I ordered it online, but your company had measured the quoted me a replacement which I found this same cover online for $2k cheaper then your companies quote. I asked the lead gentleman if this was an issue installing this and he said no if it fits. They continued with the closing and at no time did they ever express there would be an additional charge for this. If there was an additional charge and with me being present, I would hope for ethical purpose and good customer relations your people would be trained to stop and call and get an approval prior to just performing an additional $500 plus of work. I am filing a complaint with the BBB and contacting the attorney *************** Your people showed up at 8:16am, I have a phone call saying they are here and voice mail and was gone by 10am. I do have this on my phone because I was texting about the cover and sending photos to my wife. There was a total time of 1 hour and 45 minutes spent on this job. Not the exaggeration of an additional extra two hours claimed.

  Business response

  10/13/2022

  On 8-19-22 Client received a quote for a new pool cover.**Note the install fee of $500 in the quote.** He did not purchase the cover. On 10-10-22 Client was scheduled for a "mesh" cover pool closing, which he also had a quote for. When our service tech arrived there was a new "solid" cover that had not been previously installed/fitted for the pool. Our tech told him that installing the cover would cost more but he did not know how much. Client said " Forget it, I'll just find someone else to do it."

  Client later returned and told them to install the cover and he would pay whatever fee there was. That evening the client called upset about the pricing. I did find a $50 discrepancy that I apologized and fixed for him which is shown in the revised invoice attached. I also explained that the price for closing a pool and the price for installing a new cover are two different charges. There is alot more labor involved to install a new cover. We were at the residence for roughly 2 hours total. I don't know where the client thought we stated an additional 2 hours.

  Customer response

  10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  

  The quote I received was not for a cover installation but was a quote a new cover purchase which I did not purchase and the company new that I would have a new cover to install when they gave me my quote $387.07   

  This is not how the conversation went with the employees. No extra fees were ever mentioned and I did say if they didn't want to install the cover they could leave and I would find someone else to close my pool and they said this is not a issue that they would do it. No additional cost was ever mentioned and no one from their office contacted me till after the service was performed. If I would have known this cost would escalate to an additional $500 bring the total to a $895.53 for a total of amount of one hour and forty-five minutes of time which is an additional cost of $508.46 over the original agreed quote that they were given permission to perform I would not have ever agreed to this and I think anyone in their right mind would not agree with this either. This is nothing short of theft by deception and they never were given any type of physical documented or verbal consent to proceed with this extra cost and they know I would have never agreed this is why they did this and no one would have agreed to the exaggerated cost. 

   

   

  Regards,
  
  *********************************

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩