ComplaintsforBrothers Three, Inc.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My boyfriend and I went to ********************pool in ********* financed a pool and backyard furniture in the amount of $15,153.00 and paid interest of $1,308.95 by credit. The consultant who took care of us goes by the name of **. My boyfriend and i where traveling in the month of April so i requested for the delivery to be done on May 18. The delivery came. The table and 2 chairs were missing and a single chair was not ours. Called the company and spoke to *** the blame was placed on the driver's. Got a phone call missing items will be delivered Monday the 20th. Got the items on bad condition. Called back was told to use it as is and will replace in the week. I decided to call *** Told him of the damage items. He said send me pictures of all delivery and damage items. We did. We noticed the pump was Not in the items delivered. I sent ** a message. He then responds what items i believe i have not received. :( we where in disbelieve by the question. The point of sending the photos was for him to double check i let us know if any thing was in fact missing. Before the delivery i spoke to the person (****************) recommended by the company to set up the pool (april 8) and requested for it to be set up any time after delivery. Called him on May 20th to have the pool installed on May 25. He told me he had Not heard from us and did not have but June 12 available. :( because of BBB we traveled to this business. It's been chaotic. The back and forth, the shifting of blames the mis communication. They need to get it together Or canceled the order. We are extremely disappointed with the service. The items are beautiful. We need the items to be new not scratch and looking worn-out. This is our first pool. We are clueless on what's needed. How there him asked me what i think is missing. We feel we paid too much money to go through this nonsense. The installer charges $1895 + tax cash ONLY

  Business response

  06/11/2024

  Hello, I would like to inform you that we have already contacted ************** regarding the issue you mentioned, and everything is currently being handled. We have a deadline to respond, so we are addressing this complaint accordingly.
  
  We sincerely apologized for any inconvenience caused and acknowledged that there were delivery issues. The initial shipment experienced some challenges due to our seasonal business nature. *** is when we bring back our summer help from college, and occasional mistakes can occur during the learning process. Nonetheless, all products shipped are in new and sealed packaging. We are unable to detect any damage until the delivery is completed, and the homeowner opens the package. It is also possible that while learning their new jobs, that a human error couldve been made, and something was accidently missed. We have a system of checks and balances to limit any possible errors, but nobody is perfect, especially while stock help and drivers are being trained. 
  
  Understanding your dissatisfaction and not wanting to cause any delays, we took immediate action. We had a salesperson leave the store to personally deliver new merchandise from *********** to ******** to ensure you received the products you were entitled to. Furthermore, if the condition of the products did not meet your standards after the second delivery, we offered a full refund and were willing to take back the merchandise.
  
  In regards to communication, we have four phone lines available for customers to call, we monitor messages regularly, have texting to the store line available and strive to respond promptly to all emails. This is busiest period of the year for seasonal pool companies with new installations and everyone opening up their pools at the same time so there could be a minor response delay, but never more than a couple of hours. Thank you for your understanding and patience as we work to resolve this matter efficiently.

  Customer response

  06/14/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

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