ComplaintsforBurnett Pools, Inc.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  scheduled valet cleaning service for my small hot tub. work was done on Saturday, September 16, 2023. was for amount of $250.00 instead of $350. because they used my water instead of bringing it. I had chemicals available but was not asked for them, the person did a wonderful job but just went about his work without asking anything. At the end, at my surprise, he left me another new filter and several large bottles of chemicals. I did not receive a bill for several weeks and it was for the amount of $782.52instead of $250. I called and was told that they would see what they could do. I heard nothing so I called again and had to leave a message but have not heard back. I have not yet made any payment.

  Business response

  10/12/2023

  Upon reviewing your invoice and speaking with the office staff in the service department we are able to make a adjustment on your invoice. 

  During the scheduling of your service we explained that the price $250 is for the labor only. Any chemicals and additional materials would be billable. If you had chemicals, they needed to be placed next to the spa for the technician to use, if this was not done or the chemicals left by the spa are not a product line carried by Burnett Pools **** you would be billed for any new chemicals needed. In addition to this you mentioned becoming a weekly maintenance customer, which is where the "Bin Fee" and new filters occurred, as your filters were in need of replacement during the service call. 

  If you no longer wish to become a weekly maintenance customer we will remove the Bin Fee from your invoice. Opened chemicals are non-refundable at all our locations, but I will make an exception on two line items that are highly recommended but not required to maintain proper water chemistry. This is the 2L Serum Total Maint and 16oz Triple Action Spray. If there bottles are returned to Cortland or ******** location no later than Wednesday Oct 18th, 2023 I will provide a full refund of the approved returnable line items just listed on your invoice. These two invoice line items and the bin fee total $170.98 before tax. 

  Please let us know of your intentions for weekly maintenance and returning the two chemicals. 

  Customer response

  10/13/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below

  I have since sent a check in the amount of $250. for the originally scheduled service.  I told the girl that I had the chemicals but was not told that I had to physically carry and place them near the hot tub. Why would the tech not carry them for me ?  The man did not say for ask for anything until he was done and left all that stuff. I certainly did not mention becoming a weekly customer. That is totally not needed for my small hot tub. I have found someone to place the unordered and unwanted chemicals and filter in my car for me and I will bring them to the ******** location as soon as possible. By the way, that is what I offered to do in my unreturned message.  Why did no one get back to me as they said they would and why did no one return my call/message ?
  
  Regards,
  
  *************************************
  
  
  

  
  

  Business response

  10/16/2023

  Burnett Pools, Inc. has submitted a response and/or proposal to resolve this complaint. The details are as follows:
  
  Date that proposal was made: 10/16/2023
  
  Description of proposed resolution: Return all chemicals and filters to ******** store to have them removed from Invoice. This must be done no later than 10/20/2023
  
  Promised completion date: Upon return of all chemicals
  
  
  In addition, the business provided the following additional details: The young lady which you spoke with to schedule and discuss the bill followed the company standard policy which is not return on chemicals. I am a supervisor, that just returned to the office from surgery and am the one making a one time exception for this instance to return the chemicals and filters. In addition, customers are not always home during pool and hot tub services which is why we ask that all products be by the pool or spa for the techs to complete their work. This is standard practice for all of our service calls. We have taken your issues and concerns into consideration and will be changing our paperwork procedure for this service moving forward. 

   

  
  

  Customer response

  10/16/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************************

  ---

  Products returned to ******** store today, Monday October 16, 2022.

   

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