Complaints

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• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon contacting Gage Pools for pool cleaning services, I was informed that there would be a weekly fee of $75. I allowed their staff to service my pool twice. Each time I complained in writing and by phone, about the fact that my pool was still dirty and that the staff members did not inform me they were at my home. The very first visit they left and never even notified me they were at my home, again after I specifically asked to be notified when they arrive. I sent pictures via email expressing my concerns that my pool was still very cloudy and dirty with leaves and other debris still in the pool. After the second visit I was convinced, Gage Pools was not willing to provide a quality service and therefore requested cancellation by email, to which after 8 days, I received no reply. I was even more solidified in my decision to cancel with Gage Pools, when I did call and requested cancellation, the employee answering the phone did not ask why I wanted to cancel or how my service has been. He simply stated " ok, we'll go ahead and cancel." I am now using another company that is meeting the standard of cleaning that I expect when paying good hard- earned money to a company. I am requesting Gage Pools refund my credit card for the entire amount they billed as the services delivered were substandard and not worthy of any level of payment. Given Gage Pools is not a company that operates with integrity and demonstrates no care or concern about keeping customers happy. At a minimum the $111 charged to me which was definitely not part of the quote they provided up front must be returned immediately.

  Business Response

  Date: 10/01/2024

  To whom it may concern,
  Ms. *********** set up a ************** with our company on 7/1/24. She was explained that this is maintenance service and not a clean ****** will see in the document (agreement Miss *********** provided you with)that certain factors are outlined that have to occur by the homeowner for us to properly maintain the swimming pool.
  Agreement states ************** is $75 per trip plus tax and the cost of chemicals. I have circled this on the document Ms. *********** provided your office.
  Agreement also states that pools must be clean and clear prior to the start of service. Service will be provided if needed at the rate of $95 per hour plus the cost of chemicals.
  Agreement also states that standard service is billed at a rate of hour. Any additional labor will be billed at a rate of $18 per additional 15 minutes. (storm clean-up, excessive debris).
  Agreement also states that customer is responsible for ensuring that the pool pump is running at a minimum of 12 hours per day, however we recommend a run time of 24 hours per day. 
  I have circled or highlighted all this information in the agreement that Ms. *********** provided your office and will attach that as well as before and after pictures from each of the services we performed. I will note that during both services more time was spent cleaning than is allotted for that service and she was not charged any additional. There is seven days between each service and at some point during that period prior to us arriving for the second service she or someone in the household turned the pump off and the pool was very green, which is normal when the water is not filtered and stagnates in ****** temperatures.