ComplaintsforDolby Pool & Spa Service LLC

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We paid them for a pool overhaul $19, ******. Issues:The gate installed does not close properly at ************. This has been brought up multiple times and even with their fixing it, didnt fix it. I have asked multiple times what we are going to do without it being resolved.Light was ordered and to be installed into the pool. Each time them adding oh this needs to be done first, then this adding and changing things. We were told to put the box in the ground and when done was told it wasnt right AGAIN. Then they called us today to say they want to terminate our contract and wont be installing our light. They said because we are going with another company to get a heater we can have them install the light. The heater is on back order and we were told it wasnt ordered until ***** when we signed the contract in November. After asking multiple times if it had come in we decided to go somewhere else since it was on back order with no scheduled date of arrival.I paid in advance for labor and helper labor of $1,200 I just want the job paid for done. The new company will $250-300 to install the light.

  Business response

  07/05/2023

  We installed the liner, as soon as we cut the light ring in the liner job was finished. Customer has all items that she paid for, all in working order. 

  We went out to customers property several times without proper working light conduit and then with improper coding for light actual light install (Customer did not use a licensed electrician). This violated the contract the first few times of customer calling us out there to not be able to work, but nothing was said because we wanted to maintain a good relationship with Customer. (This is covered in the first section that was highlighted) Customer then ordered a $2,000 pump, added $340 of labor and out of county fees, and was billed for the final time out there for the light since it was still not coded correctly. Customer was upset that we didn't install the light (Customer has young daughter and we are not going to take responsibility for electricity not being coded correctly for install), and said that we just didn't want to complete the work. Customer did not pay several times, and on the final trip asked us not to cash the check for the additional items because it would bounce. Customer then wanted to return a heater that was part of the contract. We offered them a different heater several times, and the customer denied. Customer instead wanted money returned from contract to cover her due invoices, and the remainder she was going to use for a new heater. This, since it was not done in writing, or approved from the Owner of the company it defaulted the contract. In the case a contract defaults the customer owes the entire balance even if the job wasn't completed. We did in fact, return the money for the heater, even though we didn't have to. After the contract was broken we address the customer and returned their funds. At first we were going to come back and finish the light, but not after this relationship has been exploited. 

   

  Customer response

  07/05/2023

   I am rejecting this response because:
  
  We paid for a service that wasnt completed (installing the light). We hired a licensed electrician, ***** changed the requirements multiple times on what they wanted done. They did return our remaining balance for the heater. They were mad we didnt want a different heater from them. 

  Business response

  07/20/2023

  As per the contract states, once the job is rendered unable to be done, it is no longer our responsibility to perform that aspect of the job. The requirements of the light have always been the same, and is the same with every single other pool up to code. If your electrician couldn't follow simple instructions and standard practices for ALL pools, that is not our fault.

  The problem we had wasn't in the return of the heater, it was that you clearly didn't have the money. Wrote a check that didn't have money backing it (which is a federal crime), and then acted like we never gave you the option to switch to a different heater.

   

   

  Customer response

  07/21/2023

   I am rejecting this response because:
  
  The light was completed correctly after being told it wasnt. Our new pool company said it was fine and we didnt have to move it, and it was up to code.
  

  We had the money to cover the check, the issue was we didnt want to give you more money with nothing being completed.

  Im so disappointed this is what has come from it all. I wish them all the best in the future. I have said everything I needed to say. 

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