ComplaintsforFreelance Commercial Diving Inc.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Freelance Commercial Diving as a recommendation from ******* *****. Damien came out on 8/17/21. He only found one small hole. I was told there was a 7 day warranty by the lady that scheduled the appointment and also Damien. 7 days from 8/17 would be 8/24. I called back on 8/24 to report it was still losing water. Damien told me warranty expired on 8/22. It also states that on the receipt. That is only 5 days. It rained 2 of the 7 days. That makes it hard to determine if pool is still losing water. I called and spoke to a lady at Freelance after Damien said it was too late. She said 7 days would be 8/23. That is still only 6 days. It was 3:30 or later when he arrived on 8/17. How can that be counted as a day? My pool is still losing water. I paid them $225 and referred my neighbor. They also made $225 from them. Their pool is also still losing water. Damien said he would come back but would be another charge. Freelance needs to make good on the 7 day warranty I was promised

  Business response

  09/28/2021

  Please see attached response from business.

  Friday, September 24, 2021 
  I received your letter of complaint today, initiated from ******* ******; ID of ********. 
  I found it most concerning. Since 99% of the complaints 1 receive are easily resolvable and this being my first letter of complaint from the BBB in over 20 years of being in business, I will keep this professional and brief and relevant. 
  I recall this customer very distinctly. 
  I am compelled to say though, that Mrs. ****** is the customer who orders the most expensive steak on the menu, eats 99% of it, then complains LOUDLY to 
  the manager. This attitude is not difficult to recognize. 
  To resolve this issue, I will gladly refund the entire amount of $225 to Mrs. ****** because I know that 99% of the customers that we serve have integrity...and this $225 is not an issue as much as a principal. 
  Please advise as to the best way to expedite the handling of this refund and to document this transaction. 
  Sincerely, 
  ?? ?? ???? 
  Now...can I defend against Mrs ****** claims of her 7 day warranty not being honored; ABSOLUTELY! She called on 8/24/21 at 11pm to both the diver at home and left a message on the business line....but what is most egregious is her "set-up" of the scenario, her texting of wanting an extension to her warranty 
  SHE DID NOT KNOW IF HER POOL WAS LEAKING BUT WANTED AN EXTENSION-JUST IN CASE! As she even admitted, she had 5 clear days to check the water level of her pool. On the day of service, she was instructed again- on how to measure the pool water level in case it rained. This was actually documented on her work invoice. Then came the complaints about the divers "rude texting” which is also easily retrievable and verified to be false. She was building a case even prior to us fixing her pool.....just like having the waitress promise that the steak will be good! 
  Office 513.722.7997. Fax 513.722.7886 . f laneedivors.com. Email [email protected] 
  114 Oakview Drive • Goshen, Ohio 45122 

  Customer response

  09/29/2021

  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. 

  
  

  Please refund to card that was charged or mail check to **** ********** ** *********** ** *****  
  
  Regards,
  
  ****** ******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩