Complaints

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We made 2 payments to Desert Pool Co for monthly pool maintenance (for Nov and Dec 2022): 11/6/2022 - $120 and 11/28/2022 - $120. Total payments = $240. Requesting refund of $200 ($240 - $40 for one week of service on 11/18/22). The monthly pool maintenance consisted of weekly visits. Out of the two months that we paid for services, Desert Pool Co only serviced our pool one time (on 11/18/2022). We were in communication with Trinity ********** @ Desert Pool Co via phone and text (I have full text trail) trying to resolve the problem of technicians not showing up to service our pool and kept receiving assurances that it would be resolved and the weeks not serviced would be credited to our account. Finally, we received notice that Desert Pool would be temporarily ceasing operations until Jan 2023 and that we could request a cancellation/refund or resume services (with a credit for weeks not serviced) once operations resumed. On Jan 2, 2023, I cancelled services and requested a refund. I received a response the same day stating they would begin processing my request. On Jan 11, 2023 we received an email from the owner, *****************************, that Desert Pool Co was going out of business and refunds were being processed but would take some time. I allowed them time to process, but never received a a refund. On Feb 24, 2023 I sent an email to follow up on the refund and received a non-deliverable message that the email no longer exists. I tried to call them and the phone number was out of service. I tried to text Trinity and no response. By this time, the timeframe to dispute the charges with my credit card company had expired. I only have a receipt for the 11/29 payment. I have proof of the 11/6 payment on my credit card statement, but do not want to include it as it contains personal information. Desert Pool Co has record of both payments.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  June 12th, 2023 - I paid Desert Pool Co. (DPC as I will refer to them) $2,100.00 in full for LED pool and spa lights that were to be ordered and install. Invoice #****** June 21st, 2023 - I followed up via email to ***************************** requesting an update on the installation of the lights June 21st, 2023 - DPC responded "Good evening ****, apologies we scheduled for next Tuesday and may have relayed the incorrect date(s. We do have both light in preparation for the installation and I've got the property on our "stand-by-list" should a scheduling spot open prior to the scheduled date."July 16th, 2023 - I followed up with DPC yet again regarding the installation stating that the lighting had not been installed. No response from DPC July 18th, 2023 - I followed up again regarding the installation. No response from DPC July 19th, 2023 - I followed up again regarding the installation. No response from DPC July 19th, 2023 - I called the business phone # ************ to follow up. No answer. Of note, it went to a ****** voice number.July 19th, 2023 - I reviewed my historical invoices with the vendor and noticed the last 4 digits of the credit card in the invoice did not match my actual credit card. For the purposes of verification, the last four digits of the credit card charged are ****, the invoice shows 5827.July 19th, 2023 - I called ********** to file a formal dispute for charges totaling $2,1000.00 for the LED lights and $160.00 for the July pool maintenance service that wasn't performed

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have 2 rental properties which pools are serviced by Desert Pool, they require me to pay the service in advance. I paid for both properties for ***************** full month and they cancelled the service the beginning of September. I have been trying to get the refund since September to no avail, at first the owner ****** said the check was sent however it was sent to the tenants address, they never asked me to where the check was sent to even after repeated texts asking to confirm the address. Finally on 11/17 his text again saying check will be send to the address I have provided him and as of today 12/2 no check has been received and my text communication with them went unanswered. I tried to call them so many times however they didnt answer my calls knowing its my number when I used another phone number they didnt recognize they picked up the phone. I am not sure if it is their intention not to refund and to illegally keep the money for the service they didnt provide.

  Business response

  01/04/2023

  We do not have a "*****************************" as a listed current/previous client between 01/2019-01/2023, nor do we recognize the BBB as a governing entity with regards to Business/Client discrepancies. Thank you. 

  Customer response

  01/05/2023

   
  Complaint: 18512741
  
  I am rejecting this response because:
  
  The payment is paid by a property manager name ********************* for 2 properties on 207 ********** and ******************************************************* in which the property owner has since reimbursed the property manager but since the account is cancelled the refund should be sent the property owner is ***************************** therefor the refund should be sent to ******************************

  In the text messages attached to the complaint it shows where the refund needs to be sent to. 
  Sincerely,
  
  *****************************

  Business response

  01/23/2023

  We've previously responded on this matter, and have no record of doing business with ***************************** OR ***********************************************************. Additionally, we have no record of Mr./********************* reaching out to ** as we began shutting down late last year. We encourage Mr./********************* to contact us directly with any inquiries, as our public contact information has not changed.

  Customer response

  01/23/2023

   
  Complaint: 18512741
  
  I am rejecting this response because:
  
  The owner *************************** has been contacted by my manager ********************* and advised him to refund the money that he owes since he cancelled the service after the payment has been made. Please forward the text messages that were sent with this complaint as well as this email that it is for the 2 properties:

  2703 ************, ***********************;

  207 Chettro ct, ********* 

  if he doesnt have ***************************** in the account surely he has the above two addresses or *****/********************* where he got the payments from. My manager has the record where her money was taken out  

  Sounds to me it is his intention not to refund the money that is rightfully not his.

  Please forward this message and all the text messages from my manager to him to jolt his memory  

  Sincerely,
  
  *****************************

*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. ↩