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Complaint Details
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Initial Complaint
08/15/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I entered into a contract for an inground pool installation with Dunrite, through salesman ************************* on June 11, 2022. Before signing the contract, I explained to ***** that I had an active permit for the pool and work needed to be completed before November 2022. I also explained that the pool installation would require a gas meter upgrade and my gas to be shut down, therefore I wanted the installation to be completed before the weather cooled so I would not be without heat in my home. ***** expressed that my installation would be completed likely right after labor day in September, with the possibility of late August. I called several times after June to check on my install date. Each time, ***** reiterated that I would soon be getting a call with the exact September date. However, after never receiving a call with a date, I called once again on August 10, 2022, concerned that September was nearing and I had not yet received a confirmed date. *****'s response at that time was that my project would not begin until November at the earliest, if not the Spring of 2023. I then asked to cancel my contract and receive my $2,000 refundable deposit back, for which ***** refused. Before signing my contract, I had asked ***** to notate that the $2,000 deposit was fully refundable. I have attached the contract and other correspondence for reference. I am requesting Dunrite to refund both my refundable $2,000 deposit and the $613 cost of my pool permit which will expire and I will need to reapply for.Business response
08/20/2022
************* did in fact enter into a contract with Dunrite on June 11th with our salesman *************************, but ***** never gave a projected start date or would give a projected start date as that is the responsibility of the operations manager in the back office to do. Due to many factors, jobs are not given a firm start date until we are 3 to 4 weeks away from starting the job. During the course over the past 2 years, we have seen a surge in people purchasing swimming pools. In order to keep things fair, we install first come first served based on the contract date. ************* wanted to cut the line to get her pool installed sooner. Based on a June 11th contract date, the projected start date would have been the end of October to early November. Please see attached permit. It is a false statement that ***************** work would need to be completed by November. Work just had to be started by 11/2/22 and the permit closed out by 6/2/23. Dunrite could have easily made an accommodation to make sure work was started by 11/2 since that was right in the scope of her projected start date anyways. There was never a chance that this project was going to start in the spring of 2023. As for the gas meter upgrade, that is a simple swap out of the meter and is done in less than an hour and would not result in any noticeable heat loss in the home during this. Furthermore, since the pool would be used during these winter months, the meter upgrade wouldn't really need to be done until the spring of 2023. Dunrite will be more than happy to refund the $2,000 deposit. Dunrite will be turning the permit fee though because Dunrite did not take out the permit, nor were we the ones that canceled the contact and ************* still has plenty of time to find another swimming pool contactor to start her pool project before 11/2. It should also be noted that ************* also canceled her first pool contract with Pool Designs by Big **** for the same reasons of not being able to start the pool project in ***************** timeline.Customer response
08/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Although there are several inaccuracies in Dunrites written response, I would be willing to consider the case is resolved once I actually do receive my $2,000 deposit refund.
Thanks,
***********************
Business response
08/24/2022
The check was written Monday afternoon and went out in Tuesdays mail. Should have the check by the end of the week.
Best regards
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Contact Information
3510 Veterans Memorial Highway
Bohemia, NY 11716-1041
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.