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Complaint Details
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Initial Complaint
10/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Crystal Pools Installed a new liner in my 17 year old in ground pool in 2019 and all was well for the first year. Upon closing in 2020 I noticed that a small section of liner had detached from the coping! Crystal Pools came and fixed it promptly under warranty. All was well for 2021. However, while closing the pool this year I noticed the exact same section had detached again! Date: 10/10/2022.I called and was told they would be out to fix the problem again. On 10/15/2022 a two man crew showed up to fix the detached section of liner. It took them approximately 20 minutes to install a 1 foot section of linerlock and they advised that it should have been installed during the last repair and that this should fix the problem!On 10/18/2022 I received an invoice for $167.00: $160.00 service call charge, $2.00 1 foot coping linerlock & $5.00 fuel surcharge.On 10/20/2022 I contacted Crystal Pools and spoke with two different representatives. My initial question was why was I being charged for a repair of a previous repair done incorrectly. Their only response was that it was not covered under warranty. I then Asked why I should pay for them to correctly fix something they didn't correctly fix before. At that point the conversation became adversarial. I stated I'm not going to pay you to fix something you should have fixed write in the first place. Their response was to threaten me with: Don't pay it, it'll go to collections. Completely unprofessional! This was my second Crystal pool, there won't be another.Business response
11/01/2022
The customer account has been credited. Customer has a zero balance due.Customer response
11/09/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.