ComplaintsforSt Charles Pool & Spa

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The technician for this company made a visit to us for a leaking of an above ground pool heater. He provided us with a bid of $500.00 including parts. He then returned and installed the new parts but not only did the heater not start up after he left, the leaking continued. We immediately called the same afternoon before the company closed for the day. The technician returned another day and worked again on the heater but now the heater would not start up and the leaking continued. We then paid for Spire to come out to our house to make sure there was no problem with gas connecting to the heater. No problems were found by *****. We called St Charles Pool again and they said there was a part that was not working on the heater and it was on back order all over the area. After several minutes of back and forth with us making the case that the heater was working before any visits were made by St Charles Pool, the gentleman said he would have the technician call us. As of this date no call has been received and then we received a bill for $500.00. In good faith we mailed a check for $250.00 but now we have a heater that does not work at all.

  Business response

  09/29/2022

  Please see the handwritten letter that contradicts the BBB complaint.

  They wrote that they enclosed $250.00 even though they were told the charge to fix the leaking pipe attached to the pool heater was $500.00.

  We did fix the leaking pipe, which is what we were hired to do. There were additional leaks inside the heater that **************** asked if we could use parts from his old heater to try and fix the new heater which we did. The heater worked when we left. They even state that in the letter they attached with partial payment. 

  We will not pursue legal action for the additional balance owed.

  Customer response

  09/29/2022

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They installed a pump on my pool without my consent or knowledge, and then charged me over $800. He said he would rebuild my broken piece for $100. Nothing was ever said about an $800 pump.

  Business response

  09/08/2022

  06/06/22- Opened ************************************* pool. Told her glue joint by valve was leaking. Let her know this would be a service call because opening crews don't carry all the necessary parts needed for this repair.

  06/15/22- Fixed leak by valve and gave her a 10' backwash hose. Told her booster pump was running loud.

  06/24/22 - ******************** called back. She spoke with ***(owner) and said booster pump was too loud and she wanted it fixed. Owner told her that we could try to rebuild it but if it is not rebuildable we would replace it. She said okay and gave him her credit card number.

  06/26/22 - Service call to fix or replace booster pump. Booster pump was not repairable so we replaced it.

  The booster pump is only used to operate ************************ pool cleaner. She used the booster pump all summer to run her cleaner and now wants to complain that it was too expensive. We told her that we could put her old booster pump back on and refund her the entire amount. She did not want us to do that. We are not reducing the amount of the bill. This is what any customer would have paid and we didn't charge her for the service call we made on 06/15/22. 

  If she would like for us to put her old booster pump back on and refund her we are still willing to do that.

  Customer response

  09/12/2022

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2018 I contracted with this company to open, close and maintenance to my inground pool. In 2021 I notified the company the bottom of the pool was soft. They told me at this time the pool was not leaking and it was ground water. They also told me the water was evaporating because of the heat. I kept adding water to the pool. In April 2022 I contacted them to open the pool and again there was no mention of the pool leaking. In early May 2022 I was in the pool and noticed the bottom of the pool was soft. I called them and they again came out and said the pool was not leaking, however, the pool is still losing water. I have gone to the business twice to inform them of the issue of the pool leaking water. During this time I contacted a landscape company to landscape my yard and they said there is water retaining in my back yard and would need drainage. I then contacted another pool contractor who came out to look at the pool who indeed said the pool is leaking. The pool should not have been opened in 2022 and the company I have currently should have told me the pool has a leak. On May 11, 2022 I went to this company again to discuss this issue and asked them why they would open the pool and never told me about the leak. *****, the owner, informed me they they don't fix leaks and there is nothing they can do.

  Business response

  05/23/2022

   

  Pool Service Timeline:

  5/22/18 - We opened his pool. We did not close his pool this year.

  4/20/19 - Opened pool

  11/7/19 - Closed pool

  11/11/20 - Closed pool. We did not open his pool this year.

  From 2018 - 2020 We never did any other services that the ones listed above.

   

  3/22/21 - We opened pool, installed a motor and a heater.

  Between 3/22/21 and 4/2/21 he called and said his pool had a squishy bottom. 4/2/21 we came out and looked at his pool and yes it did have a squishy bottom. It rained 4.97 inches between 3/11/21 and 3/27/21 This led us to believe that he had a ground water issue. He never told us his pool was leaking and that he was added water consistently. After the rain subsided and the ground dried out he never mentioned having a squishy bottom again.  In the complaint Mr. ********* said we told him that he had evaporation. If you run your heater in Spring or Fall when the outside temperature is cooler you will have evaporation because your pool water is warmer than outside temperature.

  6/2021- Started weekly chemical maintenance of pool due to Mr. ********* not keeping pool chemicals properly balance and it eroded the heat exchanger out of his new heater that was installed on 3/22/21.

   

  I feel that we have went above and beyond what any other company would have done for Mr. Marchetto. One example of our generosity is that within 2 months of Mr. ********* not keeping the chemicals properly balanced in his pool it eroded the heat exchanger inside the heater which caused it to leak and not work. When this occurs it voids any warranty because of neglect.  He tried to blame us for this issue as well. We wanted to keep Mr. ********* happy and we replace the heat exchanger at no cost to him. That repair cost us $873.08.

  In conclusion I feel that this could have been handled a lot differently. We opened his pool and put in the new heat exchanger April 22, 2022 and have not returned to his pool after this date. We would not know at time of opening if there is a leak because it would take hours if not days to notice any water loss. Again we have had a lot of rain this Spring and if he is running his pool heater there would be evaporation from the cooler temperatures at night.

   

   

*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. ↩