ComplaintsforCricket's Pool & Spa World, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tuesday may 21 2024 after inspecting my pool cricket gave a quote of 1387 to complete all repairs on my pool. June 6, 2024. Cricket claimed to have completed the work and advised maintenance to start weekly and sand be changed. On the 14 of June my pool guy sent me a picture of my pool walls full of algae, and said they failed to kill the algae root and something should be done. I contacted cricket to come fix this. They refused and said the maintenance should have been a day earlier, and algae grew in one day. My pool guy offered to do the cleaning but he will charge me for what I am supposed to pay cricket. I tried to reason with cricket and offered to pay for sand change and cleaning but I don’t want to pay twice for cleaning. The contact refused. So I asked to talk to the owner; he sent me a text threatening with a lean, insulting me and calling me names ( hard headed, lacking comin sense etc. )

  Business response

  07/12/2024

  Tell us why here...Yes Ms. ******* is correct in only a few things she stated. This is simply a case of the consumer not taking responsibility for her part, blaming us, and trying to get us to repeat nearly $1400 worth of work for free when it was her who did not do her part as advised.
  
  She is correct that we gave her an estimate 6-21-24 to clean up the pool from an algae infestation, however the amount was $1358.21. She was told via text that the process would take 1-2 weeks. 5-23-24 She agreed to the estimate via text message.
  
  5-24-23 we began the work. She was communicated with & updated every step of the way via text messages. We also included pictures of our progress in each text message.
  
  5-27-24, 5-28-24, 5-29-24, 5-30-24, 5-31-24 continued clean-up process & sent text messages each time with progress.
  
  6-3-24 continued clean-up process & sent text messages. Notified her via text message with pictures that the plaster is stained & deteriorated. Also notified that the condition of the yard & vegetation overgrowth was a problem for us. It prevented us from safely doing our work, potential for snakes & ticks. Ms. ******* advised via text that her yard guy was away in Dallas at a graduation.
  
  6-4-24 continued clean-up process & sent text messages. Again, notified her of stained & deteriorated surface.
  
  6-5-24 continued clean-up process & sent text messages. We noticed a worn-out broken skimmer basket, advised Ms. ******* and she agreed to its replacement. Hence, the increase in the bill from the original estimate. We also notified her that all black algae was successfully removed. Also notified her that the sand filter was not functioning as it should, and we recommend the sand be changed asap. We will send a quote. Again, notified of stained & deteriorated surface.
  
  6-6-24 we completed the algae clean up & sent pictures of the pool completely algae free and notified Ms. ******* of our completion of work via text message. It is now her responsibility to maintain or hire us.
  
  6-7-24 Sent quote via text message for the sand change & weekly maintenance.
  
  6-8-24 Ms. ******* inquired about plaster resurfacing.
  
  6-14-24 Ms. ******* said that a “pool guy” is maintaining the pool and they told her we failed to kill or left “algae roots”. She also sent pictures via text message.
  I replied to her and offered assistance. I inquired as to what was done for maintenance since our work was completed over 8 days ago so that I can assess & see what needs to be done. She did not reply to this inquiry.  I advised that if she has a “pool guy” maintaining then there should be no algae.  Rather she insisted that algae could not grow in 1 day. I corrected her in that it is now 8 days later and I am just hearing about a problem. Again, why is there algae & why is it our fault from 8 days ago that she now has algae if she has a “pool guy” that should be maintaining it?  We discussed back & forth over several days. Ms. ******* failed or refused to see that our work was completed 8 days prior to her complaint and that this is new algae growth. A swimming pool in south Louisiana July 90+ degree weather will not remain algae free without proper filtration, physical & chemical maintenance.  And I believe she did none of that in a timely manner. She wanted us to re-do our nearly $1400 work for free and we refused. This is why she is angry. She threatened her lawyer on two occasions, to which I asked for his/her name & number so that I could explain the situation because she was refusing to understand. She refused to provide her lawyer’s information. Once communication deteriorated, I advised her that I would seek collection efforts & file a lean on the property.  She did ultimately pay the bill because she knew it was valid & just.
  
  She finally did try to get us to do the sand change on the filter & routine pool maintenance in exchange for a lesser payment.  I declined & fired her as a customer.
  
  She is failing to understand reason & common sense.  She twists words & situations.  All of our communication & work is documented in writing via text messages & pictures.
  I wish there were a “better customer bureau” for reporting bad or unreasonable customers!

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