ComplaintsforGoodall Pools, Inc.

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Good All to open my pool with me being a first time pool owner. The company came out on May 19th removing the tarp off my pool. The tarp was not cleaned off as promised just rolled up and stuck in a can. After the tarp was removed I was told your water is too low and there is nothing I can do. He then proceeded to my ******* and said its dirty so I need to contact their cleaning service which charges $120.00 per hour. I was not even showed how to turn any equipment on nor did he turn anything on to see if it worked or provide instructions. When I asked he said hes too busy with many jobs ahead and call to get an orientation from the company. He comes back and through some shock in the pool and leaves. I then receive an invoice for $551.00 for no services rendered. I contacted the office 7 times with my complaint and promised the manager would call me back to discuss and still Ive heard nothing with my pool still unopened. Called all districts and still no return call

  Business response

  06/12/2023

  To whom it may concern,

      After reviewing our documents/invoices we have communicated with this customer back on 5/31/2023.  We adjusted the bill to a partial opening due to the customer's water level not being high enough to start the system.  We responded to the customer's phone call on 5/31/23 not knowing that a BBB complaint was filed.  To Goodall Pools knowledge the customer is satisfied with what we discussed on the phone, and the adjustment we made to the bill.  Please see attached PDF that shows the adjustment we made on 5/31/23.  

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business agreed to repair our hotub and ordered the part October 3rd. We paid $650 down to place this order. After a month of many calls and no response they promised next week several times. After two months of waiting we requested a refund on December 2nd for our $650 so we can seek out a new company to do the repair. I was told refund would be issued. My husband called again December 9th and we were told it was being sent. It is now December 17th and we still dont have our refund. We were never told it would be over two months for this repair, missing hot tub season and we are entitled to a refund as no product or service was provided.

  Business response

  12/19/2022

  Customer purchased a special-order part, which was on back order.  When inquiring an estimated receive date, Goodall was told that it was out an estimated 12+ weeks.  The customer was then informed of the delay where she chose to get a refund instead of waiting for the part.  The accounting department then got in touch with the vendor to determine if the part could indeed be cancelled so that the customer would not be charged a restocking fee.  After 2 weeks of going back and forth with the manufacturer, the accounting department ended up issuing the customer a full refund for the amount of $650.00, and it was sent out on 12/15/2022. Sorry for the inconvenience. 

  Customer response

  01/06/2023

  We have received the refund now, thank you for your help.
  

  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had them out to close our pool and their tech broke two parts of the pool and didn't tell us. He also knocked over our lighting and didn't pick it up or tell us.I called in to see and was told nothing but they would talk about it, I said I will first call my bank and get our money and and get a lawyer. So on 10-20-22 we told they are sending the parts to a store but we are not welcome at their stores and will be arrest if we enter their stores and we bought a pump from them this summer and was told they will not stand behind any work they did on our pool and have a nice day. And we are not welcome to call for any service work.

  Business response

  10/28/2022

  Goodall Pools & Spas were scheduled to close this customers pool on 10/19/2022.  Upon arrival, our technicians noted that the customers faceplate covers were deteriorating upon removal to complete our closing process.  When removing the face plates, due to the condition, broke.  Customer called in shortly after the technicians left the property where he demanded that he speak to a supervisor or an owner.  Customer was transferred to the manager of the service department and upon answering the phone, **************** was agitated and loud.  During the conversation, **************** stated that these pieces do not need removed.  When speaking with ****************, the supervisor assured him that this was a typical part of closing and that these need to be removed to ensure that the pool will be closed correctly to prevent winter damage.  **************** was continuing to make demands and speak loudly when ownership came in the office.  The phone was then put on speaker phone and **************** was informed that ownership was here and that he would need to speak with him.  Robert G****** spoke to **************** and explained the reasoning for why these needed to be removed and that they are a wear and tear item, but that he too would speak to the technician the following day and have the service team reach back out.  **************** seemed okay with that response.  The technician came in that day and showed ownership and management pictures and informed them of the situation.  

  The following morning, the service manager reached out to **************** at 9:45am, but received a voicemail.  Management left a voicemail and immediately followed up with an email.  (See attached) **************** called shortly after the email was sent demanding that he speaks to a manager after being promised a phone call.  The manager explained to **************** that she had tried to reach out and has also sent an email, all the while, **************** was interrupting, speaking loudly, and accusing her of lying.  After **************** stopped talking, the manager then explained to the customer what the outcome of the situation was and that although the deteriorating pieces were due to water chemistry and is a wear and tear item, that we would gladly have the pieces sent to the store for him to pick up at no charge.  Managment continued to explain that Goodall's was choosing to terminate the business relationship at this point due to previous day and previous interactions that have occurred with him.  **************** then stated that we just installed a pump and now will not back our work or warranty.  Managment attempted to explain to **************** that Goodall's will absolutely back their work and this situation does not affect any manufacturer's warranty that he may still have.  **************** was speaking loudly over the manager and used extremely vulgar personal attacks where he then hung up the phone.  

  This has solidified that our company does not want to continue to do business with **************** as this is unacceptable to talk to our employees in this manner.  We will continue to stand behind sending him the faceplates at no charge to his home.  We will also stand behind any manufacturer warranty and any work done within 1 year from completion, as this is Goodall's workmanship warranty. Goodall's attempted to inform **************** of our guarantee on warranties and never told the customer that he would be arrested if he was on the premises.  

  Customer response

  11/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First of all I was not home when they closed our pool. Second the first plates were not broken and we have video proof of it which can be used in a court of law. I called in after my wife notice the broken parts left in our back yard like nobody cared, the first person I spoke told it is what it is and there's nothing they are going to do, second person pass me to the owner, I got upset because parts were broken and a company who we spent a lot with is now tell us to get lost and we just bought a $3000 pump from them this summer and they will not stand behind it. Goodall get your facts straight you broke the parts and you allowed a tech to use a pry tool on our pool and you never called my wife or I or tired we check the phone records. Poor management and an owner who will not stand behind their work and say sorry when their techs mess up.  
  

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