ComplaintsforTwin Pool and Spa, LLC

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While Twin Pool was servicing my neighbor’s pool in June of 2022, I asked the technician if Twin Pool was capable of performing a leak check on my pool. He confirmed that Twin Pool had leak check capability and told me to call the office to schedule a service call. I believe the technician that I spoke to was actually one of the owners of Twin Pool. Twin Pool leak checked my pool on 6/29/2022. The technician was the same person who had serviced my neighbor’s pool. He determined that the leak was from the main drain suction line. He said that a common fix used by many pool owners was to plug the main drain at the bottom of the pool. He said that some owners plug the drain themselves while others hire a professional. He said he could plug the line but it would require another service call. He confirmed that even though 21784 was not listed in the Twin Pool service area, the service call would not be a problem. After an unsuccessful attempt to plug the line myself, I decided to live with the leak for the remainder of the 2022 season and schedule a service call to have Twin Pool plug the line early in the 2023 season. I responded to Twin Pool’s 2023 pool opening email with a service request to determine if the main drain suction line was still leaking and if it was to either (1) plug the main drain per Twin Pool's suggestion or (2) propose a solution that would fix rather than plug the suction line. I received no reply to my request submitted via the pool opening email. I then emailed a request for service directly to the author of the 2023 pool opening email and again received no reply. As a final attempt I submitted a service request form from the Twin Pool website. On the form I requested the service call and also that Twin Pool please extend the professional courtesy of a reply to my request, but still no reply. Twin Pool has demonstrated a complete lack of responsibility, dependability for follow up, customer consideration and business courtesy.

  Business response

  07/11/2023

  ************** has no basis for a complaint for any service performed by Twin Pool and Spa, LLC. ************** contacted Twin Pool and Spa to assist him in determining if he had a leak in his pool. We explained to him that he does not live in our service area, and we could not help him. Coincidentally, at the same time we received a request for service from *******, for the same area. ******* is a major equipment manufacturer which we represent. As a favor to **************, we agreed to look for the leak at the same time we were going to be there for the **************** He was anxious to determine if the leak was caused by another contractor who had worked for him previously.  Our technician did a leak detection on 29 June 2022. ************** contacted our office four times that day demanding to know when we would arrive. We never give a time, only sometimes am or pm. We were extremely lucky to have found the leak in only a half hour. It usually takes many hours to pinpoint a leak and many times it cannot be found.The leak was in the main drain and had nothing to do with the work done by the previous workers. Our technician showed him with a dye test that the ink was sucked into the bottom drain and out at the skimmer.  ************** asked about repair options.  We explained that:
  1. He is out of our service area.
  2. We do not do major repair work such as main drain repair or replacement.
  3. It was the height of the pool opening season and we could not even take on minor repairs at that time.
  Our technician explained to him that a temporary fix would be to plug the main drain until it can be repaired, and the repairs would be very costly. Putting a plug in the drain would stop the leak for a while but would cause a suction hazard and could result in an entrapment with possible serious consequences.  The *** law was passed because people have had their hair or body sucked up against the single drain with enough force to hold them under water until they drowned. Since we would require a waver to be singed acknowledging that he understood the ******** *********************** laws of entrapment and the fact that we do not service that area, and we would charge far more that he wanted to pay. So, he chose to have his son-in-law plug the main drain. We only charged him for one half hour of leak detection and waved the service call charge because we were going to be in that area to service the *************** call.  
  So far, he agrees we have given him fast, courteous,competent service. One year later, after he used his son-in-law to plug his main drain which lasted for a year, and someone to close his pool and open it this year, he answered a constant contact email sent out by an advertising company to hundreds of pool owners. In that email is a button to answer the ad.In his response he asked us again to repair his leak. We did not receive constant contact email from him. He did not follow up with a call to our office or an email to our company.  He seems to find that because we did not respond to that email that he has suffer disrespectful, discourteous and unprofessional business practices. I do not agree. If he had called us or emailed us, he would have been told:
  He is still not in our service area.
  We still do not do major repair work such as main drain repair or replacement.
  It was again the height of pool opening season. Our contracted customers take priority.  
  We could not work on a pool that we know has had a temporary repair in it for a year, which violets *** law. It is intended to be a short-term fix, so that your pool does not empty before you get it repaired.
  **************, unfortunately, will never be satisfied. I am having a hard time understanding what his complaint is or what he wants. He sent us this complaint as a threat. Our response is attached and is almost the same as this document. It didnt seem to satisfy him, and he went ahead and made this complaint. I dont have any idea why The BBB accepted his complaint since it does not indicate that he alleges any wrongdoing by our company. We did what was asked of us in a professional manner and discounted his bill. One year later he is complaining that his sons-in-laws work is not lasting,not ours. He is upset that we did not respond to a constant contact ad email that we did not get. He did not follow up with a call or email to our company. But he was able to find our company email to send the complaint to. Does he think his complaint is going to result in the BBB strong arming us into repairing his pool?  So, I dont expect him to understand that you cant force a company to work for you when you do not live in their service area. You cant force a company to do work that is not something they offer. You cant do your own servicing and then expect a company to service your pool ahead of those with which we have contracts. And above all else, you cant make a company break the law and put your friends and family in peril so you can save a little money.
  Why is the BBB allowing a person to use your platform to try to smear a companys reputation when it is obvious that no wrong has been done? 

  Customer response

  07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩