ComplaintsforF.T. Kelley & Sons, Inc.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not vaccum pool and refuses to come back out. They are saying they did vaccum which they did not.

  Business response

  05/14/2024

  We were hired by Mr. ******** to open his inground pool on May 9.  Mr. ******** signed our opening service agreement and selected a Deluxe opening with algae treatment and follow up vacuum.  This pool does not have a pool cover, therefore, the water is exposed to the elements during the winter and spring seasons.  Upon our arrival, the pool was almost black, which is typical for a pool with no cover.  We brushed the walls down, put the filter system together, and added an algae treatment.  This process requires the pool pump to run for 24 hours and then sit for 24-48 hours with the pool off to allow all of the dead algae to settle to the bottom for vacuuming.  On May 13, we arrived to vacuum the pool at 4:02 and finished at 4:37.  The customer stated that he cleaned the pool a little bit before we arrived, which would have stirred things up in the water prior to our arrival, hindering our job to vacuum.  As you will see from the photos attached, the pool looks significantly better after the treatment and vacuuming.  I have looked at the customer's attached photos and did see some spots that he is saying we didn't vacuum.  When dealing with algae, lots of particles are suspended in the water while vacuuming and then settle back down.  One vacuuming will get most of it, but unfortunately we don't have time to wait for things to settle out after we vacuum.  When dealing with pools in this condition, it will always require more than one vacuuming.  This is something that we would be more than happy to do, however, it would not be a free service.  This vacuuming was done by the business owner's daughter.  She has a vested interest in this company and I receive compliments about her from customers on a daily basis.  She is always very thorough and very detailed.  There is no doubt this pool was vacuumed, as you can tell by the photos.  Mr. ******** called our office on May 13 at 4:51 (we close at 5:00) screaming at our office staff, demanding that someone come to his house at that moment to look at his pool.  He was told that nobody was available to do that, as it was closing time.  He continued to scream and wouldn't let the office staff hardly get a word in.  He then showed up to our office after 5:00, cornered a service technician in the parking lot who had just gotten off work.  He was demanding that he go to his house and look at his pool.  After 15 minutes of discussion and no resolution, our service tech told him to call the office to schedule another vacuuming.  Mr. ******** then left a nasty business review on Google, which we responded to.  Then I get this complaint this morning.  We have no problem scheduling a second vacuuming, but it would be the cost of a service call, which is $150.00.  We provided the exact service that Mr. ******** hired us to do.  

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