ComplaintsforFour Seasons Pool & Spa Inc

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired FS to “open” the pool at our new house. The appt was set and I made an additional call to them to make sure they completely understood we didn’t live there and that they HAD TO call ahead and I would make sure I was home so they could have access to our locked pool storage. I lived 5 minutes away. I get to the house and wait all afternoon and he’s a no show. So I called and let them know he never showed. They then tell me he tried to call but because his phone uses blocking to hide his number or some bizarre story that made no sense he couldn’t call my phone. So he just showed up and couldn’t get to the locked storage area he just left? I asked why didn’t he call the office and have them call me if his phone didn’t work to call me? They had no answers and we rescheduled. He finally comes out gets the pool open leaves the bill, added $50 missed appointment fee to my credit card and doesn’t mention that to my husband!! I see the bill and I’m furious! I have nicely called and asked it be removed and explained it was not my error but their error. Explained it to their LSL store employee in person and asked him to have their manager call me. No one called. Called 5 times to STC location asking the owner or manager to call me. They will not even call me back. It’s so bizarre to not call a customer back. It’s like Oz behind the curtain. I’m not sure anyone is running the place. This is about the principle. This is fraud. This is bad business. This is wrong. I don’t care if it’s only $50. I don’t care if it was $5. The flippant disregard of a customer calling or their concerns is unacceptable. It is a business taking advantage of customer, just because they felt they could. I want the $50 returned to us as I’ve asked repeatedly. What they did was wrong. Thank you

  

  Business response

  06/16/2023

   This individual has NEVER contacted our office or sent emails or contacted any representative in our store, in 2023. 

  We did an opening for her in June 2022 and we did a refund of $77.63 THE VERY NEXT DAY.  We are attaching the receipt.  She was charged because she wasn't prepared for her visit, NO POWER TO THE EQUIPMENT and we had to charge for pool accessories to open her pool. She has been put on our DO NOT SERVICE LIST!  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contracted with 4 Seasons Pool & Spa on May 21, 2022 and was required to pay $2,000 initially to install a sump pump at my pool to correct a hydrostatic water pressure issue. After several schedule cancelations, they finally came out on Wednesday, October 19, 2022. Three guys spent the day digging a 4 foot deep hole and was told they would be back to finish the installation. They did not return again until Monday, October 24, 2022 to complete the sump pump installation. They ran out of rock to backfill around the sump pump corrugated tube. When asked if they were going to finish, I was told they had already installed 23 bags of rock and left. In my opinion, they left the site in a mess and did not finish the job or finish with any pride of workmanship. This whole experience has been unacceptable. I will purchase the rock and finish backfilling myself, I will reinstall the fence panel, and I will clean up the area. I will use the balance of monies remaining on the contract to complete the project and feel the $2000 they have had since May is more than adequate compensation for what they did. I could never recommend someone use 4 Seasons for any reason.

  

  Business response

  11/08/2022

  First and foremost, I do agree with the customer that we have had some issues with scheduling his job.  This rescheduling also falls on the customer, as well.  I have attached all correspondence with the customer, along with the schedule of appts.  We have reached out to the customer to schedule an appt to finish the work, but the customer will not allow us back on his property.  It is not my techs fault that he did not have enough rock.  When a job is bid, the estimator gives my tech the amount of rock to bring to the job.  It is human error and if the customer would have allowed us to come back this would have been resolved the next day.  We are willing to work with the customer and come to an agreement for a discount of services.  Under no circumstances, we will we write off $875, which is the remaining balance of the contract.  We have a legal and binding contract signed by the customer.  If we can not work something out then we will have no choice, but to take this to small claims court.  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I filed this under another category with the below description but would like to register a formal complaint today after receiving threats of collections and penalties after attempting to pay for the service. This threat of collections and penalties came by text message from an employee of Four Season Pool and Spa after I had requested a phone call, after I had left 2 messages with account payable and after I had called 6 times in the first 24 hours since receiving an invoice to pay. Their use of deceptive billing practices is totally unacceptable. As seen below, the quote of $425 as listed in the attached ended up costing $561.68 with ZERO explanation beforehand or after, only an invoice that was left for me to pay. The exact words that they used by text are as follows. "If you refuse to pay for the services rendered, we will send your account to collections and then to small claims court for the amount that you owe plus any and all fees associated in collecting monies due."

  

  Business response

  11/09/2021

  This individual has harassed our company with vulgarity and threats.  He went to Google and posted a plethora of lies.  We will not deal with his demeaning attitude towards our employees.  We did post a rebuttal to which he did delete his post and our reply. 

  I am attaching the text messages and reply we posted on Google.

   

  There are zero threats being made via text or on the phone.  The facts are, you did not speak with a former employee regarding your closing, because that employee has not been employed with us since April 2021.  
  If you refuse to pay your bill, we will send your account to collections or small claims court.  We have a signed work order for the job that was completed on your pool.  You are the one who made up this 24-hour collection statement. 
  We have been servicing your pool since 2019. After every single appointment, you call to complain about the cost, our techs, how they did not fix the problem (although we never hear back from you after that service call), and ALWAYS complaining that you do not want to pay.  It is one complaint after another.  We have been to your home on 2 different occasions this year and after each visit you call to complain.  Which btw we did not charge you, a value of $260 dollars!!! 
  You called our office, complaining of the cost and how you were told it would be $235.  We tried to explain the breakdown of the charges for a full closing w/cabling (which you were also told when the appt was made) and how we cannot remove the charges for your closing.   We sincerely hope (although it is doubtful) that you did record the conversation. 
  Maybe...you will realize how aggressive you were towards our new 18-year-old receptionist and it will help you the next time you need to deal with someone in the customer service field.  We will not tolerate any customer yelling at our staff.  You were aggressive, demeaning and screaming profanity at our FEMALE receptionist.  Why do you feel the need to speak to ANYONE like that, especially a female?!  Everyone in the office could hear you yelling profanities at her.

  After searching this individual out on Google, it is very clear that he has anger issues and we do not want to do business with him.  His hostility towards our employees is frightening and we have serious concerns with our techs going to his home.  

  Customer response

  11/13/2021

  Complaint: ********
  
  I am rejecting this response.  Never once was it acknowledged that ***** *****-Service Manager, quoted $425 for opening and closing. I realize he is no longer an employee. He was an employee at the time of opening and it was his quote that we trusted.  Also, the employee divulged personal information that his wife had a stroke and this is why he was no longer with the company.  

  
  

  Never once was it acknowledged when I called in to schedule closing that again I was quoted $425.  Never once did these owners accept responsibility that their employees could have made a mistake.  Instead, I was asked if I heard them right, and if I wrote it down wrong, and if anyone else heard the conversation where $425.00 was quoted.

  
  

  FACT:  I paid the full amount $561.68 in good faith that the owners would eventually realize that yes, an employee could have misquoted the amount and that $100 was not worth losing a customer for life. A simple acknowledgment that the mistake was on their part would have been expected. 

  
  

  
  

  
  

*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. ↩