ComplaintsforRatliff Pool & Spa

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They closed our pool as they do every year as well as open it. We are a church and we have Bible camp every year for the last 51 years this is the Sole purpose for this pool. When they pulled the COVER off this year. BLACK SLIME AND ALL!!!! In all of our 38 years of having a pool NEVER EVER EVER HAS THEIR BEEN BLACK WATER!!! We then proceeded on the SAME DAY after paying 400 dollars for the opening we paid 1000 dollars to them for a new pump which they installed and then left. This pool ONLY TURNED BLACK BECAUSE OF THEIR NEGLIGENCE IN USING THE RIGHT CHEMICALS. THEY ARE THE ONLY PEOPLE THAT TOUCHED THIS POOL and now WE HAVE TO GO BUY MORE CHEMICALS TO FIX THEIR NEGLIGENCE TO EXPIDITE THE clearing of the slimy guncky water they LEFT. I PLEADED WITH THEM to come out each week at no charge to put in the chemicals to rectify their NEGLIGENCE and they RUFUSED and said it was due to the weather and THEN HUNG UP ON US AND WONT ANSWER THE PHONE. I feel that we should get our 400.00 dollars for the opening back and the 350.00 it costs to buy the extra chemicals to fix this problem.

  Business response

  06/05/2024

  First, let's start with their inability to play bills on time. We installed this pool 37 years ago for the grandmother ********, who was lovely to work for.  She passed away and we hadn't worked for them in several years until recently. So, when they stated we opened and closed them for 38 years, that is incorrect. Multiple family members are trying to handle this pool now and unfortunately, it doesn't seem to be working out. When they called for closing last year, we did the work. That bill of $634.53 went unpaid until last week when they wanted to open the pool. We said you have to pre-pay your opening and pay last year's closing, which they did. When we opened the pool, being June which is considered a late opening and with the very mild winter this year in ****, the pool was very green. She said black slim. That happens with openings in and after June, with the increase in pollen, environmental changes, etc. Our regular customers add additional shock and algicide in Jan/Fab, so when they open in the spring, even if it’s a late opening, it’s in better shape. This pool is not well maintained, the pump was inoperable and had to he replaced top even get it up and running, which they also had to prepay. After several phone calls yesterday, they asked us to email them instructions on how to maintain the pool weekly, which we did. That was the last we spoke. Then, I come into work this morning to a complaint to the Better Business Bureau asking for a refund. There will be no refund for their opening or new pump and installation. I’m so sorry that they’re in this situation but we have done all we can to help them. I wish them the best.
  

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ********

  I plainly told them the pump was not an issue. We have never had this pool look like this, no matter when we open it and our pool has always been kept up. If not we wouldn't still have it after all these years so that is no concern of theirs. We obviously take this seriously or we would of Never had the 1400 dollars to immediately have it opened and fixed. My issue is the condition of the water when opened. We have opened in June several times and never this problem. As far as pay the BILLS I don't know why the payment was late but it was PAID... WE DID OUR JOB  NOW DO YOURS. The chemicals put In the pool is what keeps it from being like that. Whatever chemicals RATLIFF PUT IN DIDNT WORK. and I felt they should have been responsible and committed to putting proper mixture of chemicals in so this wouldn't have happened. As I said this is the first time this has EVER HAPPENED and MY GRANDMA HAS BEEN GONE FOR 20 YEARS! I was asking for refund for the pump and I wasn't asking for a refund at all BUT I WAS EXPECTING RATLIFF TO PROVIDE THE EXTRA chemicals to fix what they caused. It was the chemical mixture that was put in when RATLIFF CLOSED THE POOL THAT DIDNT WORK...NOT THE WEATHER OR TIME OF OPENING OR LATE BILLS OR WHO KEEPS UP THE MAINTENANCE....RATLIFF MESSED UP FACTS.....AT THIS POINT IMMA LET GOD HANDLE IT SO BE BLESSED..

  Business response

  06/26/2024

  Every in-ground pool customer, including **** ********, receives two winter solution and four liquid shock treatments upon closing. These measures are intended to keep the pool in good condition over the winter months.
  However, it is important to note that environmental factors and individual property upkeep can affect pools and algae growth, and these are outside of our control. Several of our regular customers add additional chemicals mid-winter to get ahead of any algae growth issues that become more prevalent with milder winters, environmental changes and ESPECIALLY with a late opening. Weeds and vegetation around pools as seen in the pictures of **** ********** pool, increase phosphate levels (food for algae), which accelerate chemical consumption and the likelihood of algae growth. We did our part by adding the regular closing chemicals. There is nothing more we can do for **** ******** at this point.

  We hope **** ******** finds a pool company that can meet her needs.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called Radcliff pool and spa in ********** Ohio, The beginning of April ask if they could come by and see if I needed a new pump and check out the sink hole in the bottom pool They said if they’re ever in this area, they they may be able to come by, but can’t promise they were very busy I didn’t make appointment or anything. They showed up 19 April 2024. I didn’t even know they were out there. The guy had a pump in the yard and his tools getting ready to hook up the pump my camera alerted me and I heard it went out and told him I wasn’t supposed to get a pump they were supposed to come and check out the pump we had to see if it was bad said he could install it and send me the bill. I said no I didn’t want them to bring a pump and they knew that they were coming to look at it cause we bought the pool from them. I called the pool told them I got a bill in the mail for $160.87. I ask what the bill was for they said because I made an appointment to get a new pump and I would not let them install it. I said absolutely not. No one called me gave me a date or anything. They showed up unannounced, not knowing if I were even home had the tools in the yard and the pump getting ready to install it until I walked out the door and said No, I cannot afford 600 and some dollars will send you the bill and I said no ! So then I get this bill on the mail for $160.87 so ridiculous. Please help me out with this. I don’t know if they’re doing this to everybody to make money or what but it’s really ridiculous! Thank you ***** *******.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Ratliff pools told them we have worst case scenario for leaves in the pool due to the tarp falling in. They quoted us 500$ to drain, empty the leaves and scrub the liner and include the first round of chemicals for the season. After the two guys showed up they set the pool to drain and showed back up at 3:30pm to say they would need another 400$ to finish the job.

  Business response

  06/02/2023

  This was originally scheduled as a "drain scrub refill". That service entails our service crew dropping a pump in the pool to begin draining, coming back 1-2 hour later to scrub the walls and floors while draining continues and then start the refill. Once the water was pumping out of this pool, excessive leaves in the bottom were revealed making it a much larger job than a standard drain scrub refill in terms of scheduled time and payment. Our service crew stayed longer than the allotted time for this service scooping out the excessive leaves but could not stay several hours longer which is what this clean up would have required. We told the customer they could schedule additional service to continue cleaning up this pool or we could give them instructions on how to complete the cleanup themselves since a large portion of the clean up was done. Unfortunately, Good/Accurate information was not given or obtained at the time of scheduling so we refunded this customer in full, sent them detailed instruction on how to complete the clean up, get their pool started and maintained weekly. We will not be able to send our service crew back to this residence. 

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this is resolved since they refunded our money but that business should not have a good rating as far as we are concerned. They really don’t honor their work wouldn’t even call us back just sent a text that their crew had left. Just an overall bad experience with them. 
  
  ******** ******
  

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