ComplaintsforDave's Pools, Inc.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had them install a new pool at my house in April of 2020. We were very happy with the work. The price was slightly higher thank other quotes, but we were fine with it because we thought we were getting a better quality installation. A week after the pool went in we started to have wrinkles develop in the liner of the pool. We called Daves pools and they told us it was because there was a lot of rain recently and to give it time. A month went by and the wrinkles had gotten worse so we called again. Same response. Another month went by and the same thing. They kept telling us the same thing. We have called no less than 15 times to try and resolve this. Late in 2021 we called them again because Our sump pump was not working. They charged us $300 to diagnose it. When I was told by the office of this I didnt understand why we were paying it and they said it was because mulch got in the line and that was our fault. I then asked about the liner wrinkles and they said it was also our fault because we let them go on for so long. We are now paying another company $7K to replace the liner of a pool that we just had put in less than 2 years ago. They have taken no responsibility in any of this and basically said we were out of luck. In addition we never can speak with the owner to try and resolve it. He will not give out his personal number and it says restricted when he calls. The only time he has called us was because the $300 **** that we had was not paid. I was not able to answer. I called their office to pay the **** because I did not realize it was not paid. I also asked for him to call. Never received a call back. I am so frustrated with this company and want some resolution.

  Business response

  05/06/2022

  Dear **************:

  
  We received your letter outlining the complaint recently placed by *******************.  We appreciate this opportunity to review the complaint and issue a response, and hopefully a resolution.

  
  From **************:
  The price was slightly higher thank other quotes, but we were fine with it because we thought we were getting a better quality installation.

  
  Daves Pools Response:
  Daves Pools pricing gets compared with several pool companies in the area.  From our research and knowledge our prices are competitive with the top dealers in our area.  We do not try to have the lowest or highest prices.  We price our pools according to the market and fair pricing for the quality provided.  Our pools are sold mainly by word of mouth based on the high quality we provide in constructing our pools.  We do not rely on aggressive marking or advertising to sell our pools.

  
  From **************:
  A week after the pool went in we started to have wrinkles develop in the liner of the pool. We called Daves pools and they told us it was because there was a lot of rain recently and to give it time. A month went by and the wrinkles had gotten worse so we called again. Same response. Another month went by and the same thing. They kept telling us the same thing. We have called no less than 15 times to try and resolve this.

  
  Daves Pools Response:
  The ******************** is in a high water table area.  The wrinkling in his liner was caused by ground water.  These wrinkles in new pools typically recede after the water is gone.  We installed a sump pump pit for ************** pool.  The ground water issue was explained to him which also explained the reasoning behind the sump pit to help alleviate the water under the pool.  In regards to calling 15 times, we have no record of how many times he called about the issue.  However, his calls were returned.  We always warn customers in advance to answer restricted calls as it will likely be from *****.  He did not answer the call backs.

  
  From *************:
  Late in 2021 we called them again because Our sump pump was not working.

  
  Daves Pools response:
  A service call was made by the ***** because their sump pump was not working.  Daves Pools fee was for diagnosing and FIXING the issue with the pump.  When we checked the pump it was found to have mulch in it due to landscapers.  The clog was causing the issue with the pump.  Not Daves Pools negligence or faulty equipment.  We consider this a billable service call.  As with any sump pump protecting your home or pool, it is the responsibility of the home owner to make sure the pump is operational.  Without the sump pump working and the high water table, it is likely to cause wrinkling in the liner.
  
  From *************:
  We are now paying another company $7K to replace the liner

  
  Daves Pools response:
  We received a call from ******************* Fri, 4/29/22 around 4pm.  He demanded his call be returned by Saturday or he would speak to an attorney.  ***** returned his call within an hour.  After considering their conversation, ***** tried to call him back a second time to discuss how we could work with him on pricing for a new liner.  (As in, installing a new liner at a heavily discounted price.)  However,once again ************** did not return his call.  ***** left a message for him to call us back.  We have a notice (still there) on our white board to immediately contact ***** when ************** returns his call.

  
  From *************:
  In addition we never can speak with the owner to try and resolve it. He will not give out his personal number and it says restricted when he calls.

  
  Daves Pools Response:
  I dont think that ************** realizes how many pools we build and how many customers we service.  ***** is not only overseeing service crews, managing employees, ordering products,and personally on the construction site daily.  There is absolutely no reason for ***** to give out his personal cell phone number to any customer when we have a retail store that answers phone calls Monday Saturday.  How many businesses do you call and demand to speak to the owner the second you call in?  ***** did receive the messages to call **************.  He did return ************** calls.  ************** did not answer his phone.

  
  From *************:
  I also asked for him to call. Never received a call back.

  
  Daves Pools Response:
  We completely disagree.  Please see above response on same issue.  Another example is also stated above.  He demanded a call back on Fri 4/30.  He got the call.  We called again the same day to try to continue on a positive note discussing the issue.  Instead of calling back, Mr. **** contacted you.

  
  Daves Pools additional information:
  Liner warranty can be provided upon request.

  
  Also please note last November a leak detection was done on the ***** pool.  A hole was found in the liner which not only caused leaking but more than likely wrinkling.

  
  We would like to have a reasonable and fair resolution to this complaint.  We are willing to offer a new liner at a heavily discounted rate upon further discussion.

  Respectfully,
  Daves Pools

  Customer response

  05/10/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I contacted the BBB with this complaint after I spoke with the office and I was going through the same thing I went through before in regards to calling the office and not getting a call back. ***** did call me back later that day and essentially told me there was nothing they could do. I left the call frustrated that this was being put back on me again. He then called back later that day and I could not answer because I was on the phone with a client. He did offer to have me call the office back Monday morning and he would see what he could work out. I spoke with my wife and we decided to not move forward with them and we are going to have the other company we already spoke with complete the work as we don't want to be involved with ****** pools anymore. We are moving on.

  lastly, a general comment with regard to the communication with *****. It is ridiculous to me that he is completely opposed to letting anyone contact him. I understand that he is on job sites. I run a $95MM company and my contact info is given to clients every single day. Just like ***** is busy, if I don't know when he is going to call, I am typically busy too. It is crazy that if I miss his call I have to call the office back and go through that process all over again and wait for him to call. This all could have been avoided if we could have had a direct communication with him.

  Regardless we are moving on and having someone else complete the work.

  Regards,

  *******************

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was being charged for duplicated chemicals and chemicals not opened or used. This business agreement included testing pool water and adding needed chemicals on a weekly basis. The cost of the chemicals would then be added to my weekly service fee.

  Business response

  09/14/2021

  Dear Kaysey Craig:
  
  We received the letter of complaint on the above referenced case.  I apologize for the late response! I didn’t get the first notice.
  
  I would first like to say that we take customer comments and complaints very seriously, and are always working in our best effort to maintain quality, reputable work for our customers.
  
  I was already aware of the Ms. Branham’s issue, but was under the impression that it had been resolved. 
  
  My understanding is that Ms. Branham has been part of our weekly service program for the past 2 – 3 years.  We weekly maintain and service approximately 100 pools and use the same procedure for all of them.  Nothing has changed recently with our procedure.  As the customer stated, chemicals are delivered and invoiced on an as needed basis.  These chemicals are left at the customer’s house.  We use a certain set of chemicals to maintain pools weekly unless there are other water chemistry problems and/or algae growth in the pool.
  
  The only chemicals that Ms. Branham received and was invoiced for were chemicals either used in her pool or replacement chemicals.  We have a ‘no refund’ policy on any chemicals purchased.  However, had there been an error with the delivery of any chemicals we would be happy to correct that.  That was not the case in this situation. 
  
  
  The only confusion that we could possibly come up with for the reason for the complaint is that sometime in July, Ms. Branham stated that her neighbor gave her pool chemicals.  These would appear to be duplicate chemicals because the neighbor also used our brand named chemicals.  Ms. Branham was NOT billed for these duplicates!
  
  Ms. Branham has since discontinued service with our company.  She was only billed for the weekly service fees, the chemicals used to treat her pool, and the weekly maintenance chemicals.  All of these chemicals were maintained on her property just the same as this season and all past seasons.
  
  
  
  Sincerely,
  
  Christy Brumfield
  
  Christy Brumfield
  Dave’s Pools, Inc.

  Customer response

  09/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15819366, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Several alleged "facts" provided are inaccurate.  As I have stated, Yes, chemicals were to be provided on an "as needed basis" but instead were half used on one service visit, then duplicated without using the half used or other and/or not used, and even NOT opened, but were invoiced.  Also, the claim that my neighbors use this service is not factual and can not be verified.  In fact, my neighbor uses a different Pool Service and NOT this company.  In addition, photo's provided to this company  were of "Dave's Chemicals" clearly evident on their labels.

   

   
  Regards,
  
  Carol Branham

  
  

  Business response

  09/16/2021

  As stated previously, our procedures and billing process have not changed in 2021.  We still hold firm that we do not refund chemicals purchased, period.  However, I personally reviewed all of Ms. Branham's invoices for this season, and checked email correspondence with Steph, the weekly service contact.

   

  In the correspondence, and the reference in the claim by Ms. Branham, there are pictures showing what she is referring to as duplicate chemicals.   In my research of the invoices for the season, I only show ONE invoice for the chemicals in question.  The invoice is dated 7/14/2021, the service date was 7/9/2021.  IF by some chance our service technician brought her more chemicals than needed or that were used in her pool, she was NEVER billed for them.  Again, we were told that she acquired some extra chemicals from someone. I'm not arguing whether this happened or didn't happen.  But the fact remains she was only billed once this season for those particular chemicals.
  

   

  The chemicals in question, from the photo Ms. Branham sent to Steph, are specifically and clearly shown as Stain & Scale & Alg 300.  In my research through Steph's email correspondence with Ms. Branham, I see that she has been receiving detailed invoice receipts.  Ms. Branham has all of the information that shows what she was billed for.

   

  We keep VERY detailed, computerized records.  These records have been shared and explained to Ms. Branham. I do not show any additional invoices during weekly servicing for the Stain & Scale & Alg 300.

   

  I regret that Ms. Branham is a dissatisfied customer, however we stand behind the fact that no billing or delivery error was made.

   

  Sincerely,  Christy Brumfield
  

   

   

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