ComplaintsforPool Builders Inc

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, On May 27, 2021, this company came to our house to open the pool for the summer. We had been at the house since January and had not yet used it as new home owners. The previous owner used this company and the company said they were familiar with it and knew what to do. 3-4 workers showed up and went to look at the pool. I went inside to wait for them to be ready to talk. They left after a few minutes. They had removed the cover and added the rail to the steps; the water was nearly black. They would not answer the phone. After a couple of days, the water was 2+ feet drained - they left a valve open. I tried to call the company 10+ times over the next two weeks. Instead, I received a bill for $439.80 on 6/21/21. No scope or price was discussed. I wrote a note explaining what happened on the bill and sent it back. I continue to try to call and once spoke with someone who said the owner would call. I received a late notice on 9/1/21. It took thru the end of Aug to fix the water.

  Business response

  10/14/2021

  We were contacted to open the pool & opened it on 5/27/21. Opening a pool consists of removing and folding the pool cover, removing the plugs from returns and skimmers. Installing the plugs in pump, heater and filter. The pump is then turned on to begin the water flow. If the pool water is green, we will add cal-hypo (commonly known as shock) to the pool water. At that point, the opening is complete and the pool owner is responsible for maintaining their pool. 
  We invoiced for the pool opening on 6/21/21 and the first time we heard from them was on 7/8/21 at which point she told me she was unhappy with the pool opening. She said that there was a valve left open and the water had drained down a couple of feet. Had we been informed earlier we would have sent a technician to the pool to rectify the issue. She also complained about the condition of the water which is not our responsibility as part of the opening. 
  A valid complaint occurs within a few days of the opening. The invoice for the opening of the pool is still outstanding. 
  Professional Pool Services 

  Customer response

  10/26/2021

  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,
  ********* ******

  
  
  
  Hello,
  
  In response to the Pool Service’s response:
  
  This is the first time we are now aware of the scope. As mentioned, scope and price were NOT discussed and we were unaware of what they did before they abruptly left without discussing any work scope with us. We called several times over several days after they left until finally writing an official complaint and mailing it to them. Our calls were ignored and the one time we did get through, we were promised the owner would call us and again, we never heard back.  We have phone records to prove this and all of the subsequent calls made from that point on.
  
  

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