ComplaintsforPool Scouts of Columbus

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Pool Scouts was initially contacted for hire for pool maintenance and cleaning on 4/18/23 and after looking at the website I reached out and stated it didn't look like they were in my service area. They emailed me back and advised I was. They came out approximately 6 times and my pool looks no better. the website indicates if it isn't right and the customer is not happy they will make it right-"Scouts Honor" They came out to my property approximately 6 times and after every visit we were charged. We have paid them a total of $1,084.27 and since they job has not been completed nor are they willing to complete it, I am asking for a refund of our $. I spoke to the operations manager Joe who explained we are outside the service area after they came out to my house 6 times and charged us money each time, He also told me our pool was to big of a job for them and either he or someone else from the company should have come out in the beginning to they could determine this and they would not have agreed to take the job.

  Business response

  07/06/2023

  Customer hired us to clean a green pool which is a series of appointments performed approximately every other day to clean out and clear a green pool.  Appointments are billed individually for the service and chemicals that are used during that appointment.  The property is out of our service area, but since my customer service rep had already scheduled the pool, we decided to go ahead and perform the service.  We did a total of 4 cleaning appointments for the customer.  A lot of the leaves were removed and that is an improvement.  Due to the pool being neglected and uncovered for several years, we estimated it would take 5-6 additional appointments to clean.  The first technician I sent out said "it was really bad", and requested not to return to the property.  I thought he meant the pool was bad, which is understandable as green pools can be challenging.  On the 4th appointment, another tech went to the property and that is when I found out that the pool deck is covered with vegetation and there are weeds and poison ivy around the pool equipment.  We did not refuse to continue the green pool services; we just kindly asked that she clear the pool deck and equipment pad area before we continued.  It is my responsibility to make sure my technicians are working in a safe environment.  This made the customer angry.  Despite the fact that 4 appointments were completed and the customer received the full benefit of those visits, in an effort to appease her, she was given a 50% refund.  Attached are photo's of the property.  If you need more detailed information on the appointments, or have any other questions, I would be happy to provide it.

  Customer response

  07/07/2023

  I am rejecting this response because: They have stated in the complaint that my pool has not been maintained for several years and that they indeed refunded me 50%. They refunded me a total of $180.00 out of $1,084.27. They were actually at my house a total of 6 times not 4, After speaking with the operations manager-J** he advised to me my pool was to big of a job for them and they were backing out so yes they refused to come back out and do any work on my pool. The part they are claiming was overgrown was not around pool area where the work was said to have been performed. Because I was charged so much and for my pool to still be green, I am requesting 50% of the $1,084.27 since they did minimal work to the pool and did come out to our property 6 times. If this cannot be resolved ammicably and to my satisfaction My attorneys will be in touch, 
  Regards,
  
  ******* ********

  Business response

  07/20/2023

  Attached is customer account history including 4 appointments/invoices with dates and amounts, and 2 refund amounts combined equal half of total invoice amounts

  Customer response

  07/21/2023

  
  I am rejecting this response because: I only got the credit of $182.00 per my bank ledger, I did not receive the $231.04 as stated in the spreadsheet. I was charged a total of $1,084.27. That is still not 50% of what I want as recovery. Please deposit $360.13 back into my bank account this is what is owed minus the $182.00 received. If we cannot come to an agreement on this, I will have my attorney move forward with suit.
  
  

  Business response

  07/24/2023

  TellAttached is the transaction report from the credit card processor of the two refunds.  The refunds were made on two separate credit card accounts.  We have to issue refunds on the cards in which the payment was processed.  Amount $231.04 was issued on card ending in 2381, and $182 was issued on cc ending in ****.  Customer was not charged a total of $1084.27.  The total amount charged was $853.23 ($139.69+231.04+220.82+261.88).

  Customer response

  09/22/2023

  the matter has been resolved

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