ComplaintsforRhodes Pool and Patios

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 23 2024 a representative from Rhodes pools came to my home to measure for a new replacement liner for my inground swimming pool. They told me no one needed to be home and once they got the proper measurements we would order the new liner and they would put it in. My son showed up while they were there and he told me they drilled holes into my stamped colored patio area beside the pool. I contacted Rhodes pools and said I would have never let them do this and they did it without asking. The owner Jessica Rhodes said my son told them they could. That is false. I left her speak to my son and she was very argumentative with me and my son. She said the rep told her we gave them the ok to do this as they said they needed something to hold to get the measurements . The rep showed up while we were on the phone and he told her he did NOT ask us. She remained argumentative and I told her she should apologize for the misunderstanding and she said it wasn't her fault but said they would fix the holes but would not put a liner in the pool. I told her I would get the holes fixed and send her the bill. She said she would not pay it. I now have holes in my concrete that even if they are patched will not match and be an eye sore and probably cause cracking around the area. No money was exchanged as this was the beginning process of the transaction.

  Business response

  05/30/2024

  To whom it may concern,

  On May 23, 2024, our service techs Pj and Jordan went to Mrs. ******'s property as she requested our company to measure her freeform inground swimming pool for a new liner. Since Mrs. ******'s inground swimming pool is freeform, it required an A to B measurement. An A to B measurement is $299.99. In order to complete the measurement properly, stakes had to be placed in two areas of Mrs. ******'s inground swimming pools concrete. Mrs. ****** was not present, but her son was at the property. According to the service techs, they received permission from Mrs. ******'s son to do what was needed in order to acquire the proper measurements. The son even called his mother on the phone in order for the service tech to speak with her since the service tech did not have service to use his own phone at the property. The service techs placed two, small holes into the concrete on one side of Mrs. ******'s swimming pool. The service techs explained to the son that these two small holes would easily be repaired, and you would never even notice they were there in the future.

  On May 28, 2024, five days after the service techs were at Mrs. ******'s house she sent an email in regard to the holes and additionally contacted the store via phone. Her email stated the following: "WTH!!  My son just got here and told me that you drilled holes into my concrete!  Don't you think you could have asked first? Because I would have said NO!" She requested to speak with the owner, myself, Jessica R*****. I immediately called the service tech, Pj, to receive his side of the story as I have never been present at Mrs. ******'s property. I called Mrs. ****** and provided the story which the service tech had relayed to myself on the phone. Mrs. ****** basically said I was a liar, even though I was simply repeating what the service tech had said. Mrs. ****** requested I speak with her son. Her son became argumentative and claimed I called him a "moron." All phone calls at the store are recorded. Mrs. ****** is aware the calls are recorded as well. While on the phone with Mrs. ******, our service tech had arrived at the store. I placed him on the phone with Mrs. ******. After speaking with the service tech, Mrs. ****** requested I speak to her again. She insisted that I needed to apologize to her. I explained I was simply the middleman in the situation. As Mrs. ****** continued to be argumentative, her son was in the background using inappropriate language. The phone call ended with our company coming out to fix the two small holes in Mrs. ******'s concrete, however, she did not want us to replace her liner.

  Within minutes, Mrs. ****** contacted the store again. She proceeds to insist that she is hiring another contractor to come repair the concrete, and I was going to pay whatever the other contractor charged for the service. I explained to Mrs. ****** that I would not cover another contractor's invoice as we do concrete. I repeated myself several times and made her aware again that she was on a recorded phone line. She said our company was no longer allowed on her property. Mrs. ****** did not want to listen to what I was saying and began to tell me she was contacting her attorney as well as the BBB. The phone call ended.

   

  As of today, May 30, 2024, Mrs. ****** has not paid for the A to B measurement, and she will not allow us on her property to repair the two small holes. Again, no monies were exchanged for the service which Mrs. ****** scheduled.

   

  Thank you,

  Jessica R*****

  Customer response

  06/03/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ****** ******

  Business response

  06/04/2024

  The homeowner has done nothing but contradict herself from the first submission to the next submission. We attempted to repair the holes, however the homeowner will not allow us on her property and she admits that in her second submission. At this time, nothing can be done on our end to repair the two small holes in the homeowners concrete.

  Customer response

  06/10/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  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. ↩