Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Colony Pools in West Chester or Wilmington, they closed my pool (had my credit card on file from then), put a bottle in the skimmer, which is fine, but couldn’t get the bottle out, so i called, told me what to do, still couldnt get the bottle out, called they said, “we’ll send someone out tomorrow.” I could tell they had to use tools to get it out. Never mentioned a charge or a service call. I was charged $155, did not authorize them to use my card, never received an invoice, guy who i talked to kept telling me to calm down, and told me if i raised my voice he wasnt going to talk to me, after he said that he told me he was going to charge me and i said you did not, and every time i tried to speak he would cut me off saying that, those were the only words i used. Talked to the manager, he agreed he didnt even know why it was $155, a service call is $75, explained i never received an invoice he said i should have received an invoice, i said i did not give authorization to use my card. He said well I can give you back $155, then charge you $75 for the service call, he explained that his guy had to come out etc, but I continued to let him know that I wasnt told there was going to be a charge and I wasnt given the option to say, No, nevermind, I will figure something out. Did let my bank know and they agreed it was fraud, I never gave them authorization to use my card.Business response
09/20/2023
This customer had called in for a issue this not being able to remove a winterizing plug. She complained she could get it out herself. She demanded we come and remove upon her request. No calls to drive anywhere is a free call. We winterized the pool correctly and not our issue if you can't remove a plug is not shotty work but installed well. It took my tech minutes to remove. I don't understand where people think calls are for free. Did she asked if she would be charged, NO. We stand behind our work and if it was something we had done wrong we wouldn't charge.
We were under the assumption customer request work the would be charged. Completely out of hand customer and no reasoning. No conversation did no go well when you come at us yelling. She got the respect she gave us. I don't expect people to yell at my employees not myself. We expect our customers to call level headed to have a level headed conversation. She stated she would have had neighbor do it if she knew. Telling me she a educator making her not a liar. Means nothing in this case. We are honest and transparent. We have found a common issue of asking for help or work and not paying. A service call is 155$ I had told her I would make it 75 to cut in half. Never did I say service call is 75$. She is completely wrong on that conversation. 155$ has been our rate for a few years now. Find a 75$ company per hour. I spent money with my tech going insurance and gas. We collect upon completion of services as all service related companies do. I don't expect a positive outcome from this knowing who I was dealing with.
Thanks
Customer response
09/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regards,Complaint ID: 20072358
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
5107 Governor Printz Blvd
Wilmington, DE 19809-2743
Business hours
Today,Closed
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | 9:00 AM - 1:00 PM |
SuSunday | Closed |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.