ComplaintsforTri-County Unlimited, Inc.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to open my pool, provide biweekly cleanings, and then close the pool. After the pool was opened, they did not thoroughly clean it, and said that it was my fault for having them use the wrong vacuum to clean it (power vs filter). After that, they came out a couple of times, but each time the pool still looked disgusting. I was told it was because of the rain and that it was normal. I was also told that the pool was clean when they left it. I took a picture and sent it to them less than 24 hours after their last visit, and they said it was clear when they left it. Turns out the pool had an algae issue, which is why sweeping it wouldn't help it, and when they did, they just released the algae back into the water. One trip to Clearwater confirmed this (via the pictures that I sent to TriCounty, twice) and they provided the correct treatment for my pool. I did exactly as they directed and the pool is beautiful again. When I told Tricounty it was an Algae issue and that I wanted to cancel the contract because their team obviously did not know how to handle this as they kept charging me for chemicals but NEVER wrote on the after visit summary that there was an issue, or that they even thought they had to do anything other than regular maintenance, instead of apologizing or offering to try and fix this, they said they were charging me for the chemicals my pool probably did not need. Tricounty also admitted via email that the employee they were sending to my house was not doing his job, admitted that they were not providing the services per the contract, and that the employee was subsequently fired. When I said I would like my money back because they admitted that the services were not provided, via email, they refused. I am disgusted by the lack of professional customer support and EVERYONE should beware if they use them. They do not know what a simple algae issue looks like nor do they know how to treat it.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/09/14) */ Contact Phone: XXXXXXXXXX Contact Email: ************************@gmail.com BBB Complaint # XXXXXXXX I am offering a response to the initial complaint from the client. Upon reading the complaint, I am sympathetic and understanding of the issues presented. It is true that the employee who did the original service was let go from our company for not doing the appropriate tasks they were responsible to do. With that being said, we acted in a way, by firing of our employee, to adhere to the standards that we require. The second issue that I wish to address is a failure in communication. It is not unusual to have a breakdown of communication between a customer and our service team. The main issues here seem to revolve around the cleanliness of the pool and the associated chemicals used to treat this and the communication regarding it. Our bi-weekly service incorporates power vacuuming, checking chemicals and treating any water problems during our service visit. Providing chemicals to treat any related water problems are billed additionally. Though we offer a professional approach to our service, our solutions don't always resolve every problem. We are good not perfect. Specifically, algae treatment, whether green or black algae, is the same treatment for each type of algae. Black algae can take longer to clear but can be taken care of. One thing that is important in the pool maintenance, the homeowner has the responsibility and obligation to maintain water quality issues in between our service visits. Also, the homeowner needs to understand, that nature and time can create a situation where it appears that a pool was not cleaned properly, and this is beyond our control. An evening storm, leaves falling from a tree, or grass being cut near the pool are actions that will present a circumstance wherein the perception of an improper cleaning. Though we understand this conveys poor service, this is not preventable nor falls back on us as negligence. We will always return to rectify this, but this service will be billed as an extra charge. It may fall on us to fully communicate this, but I feel if a homeowner is unsure then questions should be asked by them. It is also my understanding that some of the conditions mentioned in the complaint were made several days after we visited the property. We accept responsibility when we are negligent. We cannot be held liable whenever time lapses in between. Our primary goal is to provide the services which we are contracted to do and do this in the best manner possible. Unfortunately, the human element can create confusion and improper communication. Our goal is to offer our service properly without any unresolved problems and communicated appropriately. I prefer that these circumstances be handled professionally, timely, and effectively. We never want a customer to be put in a position that they feel neglected. Unfortunately, from the tone of the complaint, this seems to be what has happened. I take full responsibility for the failure of this action to not be resolved appropriately. I look forward to any feedback that helps this from happening again. Curt J ****** Consumer Response /* (3000, 7, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I can understand that the company did take the step to fire the employee for not completing their job, I was still charged by the company for the services that they terminated the employee for not performing. Why should I be charged for a service that the company states was not preformed? They did not offer to send out a new crew who would appropriately clean my pool, nor did they address the fact that the chemicals they were putting into the pool, or so the terminated employee says, did not change the algae situation. I am aware of what the bi-weekly service included, I thoroughly read the contract and found mistakes within the contract that I addressed prior to signing. I have no issue paying for chemicals that I believe were actually used in my pool if they were doing their job. I regularly check the water quality and preform cleanings as well. As far as needing to "understand that nature and time can create a situation where it appears that they pool was not cleaned properly", I have a hard time not finding this statement condescending, but I am willing to ignore that feeling. I have a thorough understanding of how pool ownership works, and I always checked my pool the DAY that it was cleaned if I am in town. If I am not, my house sitter does check it. I did not always provide pictures the day of because I am accustomed to working with companies that believe their clients and stand by their work. I do not have trees in my yard and I am aware of my lawn cutting schedule and they come days after the pool was cleaned. Additionally, I have stone landscaping around my pool, so there is an extremely low chance of lawn debris getting near my pool by design, but my landscaping company does collect all cuttings, so I am positive that is not an issue. It has not been an issue for the years that they have taken care of my property. I am again requesting a refund for services that were not preformed to the standard that the company was contractually liable to preform. The pictures the company sent as "proof" that the pool was cleaned showed a cloudy, unclear pool. Business Response /* (4000, 14, 2022/10/03) */ We have reached out to Mrs. ***** to resolve the issue at hand!

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