ComplaintsforCrystal Pools, LLC
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Complaint Details
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Initial Complaint
11/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This business charged my card without written or verbal consent. I asked them to provide proof that I authorized this transaction numerous times and they have not been able to. I was never informed there would be a charge for the service they provided. I was told previously that turning on the pool heater six months after installation was a free service as part of the original contract amount I paid for the construction of the pool. I did not pay the invoice for the visit and let them know why. They proceeded to charge my card anyway. They had it on file from a previous service that I did authorize payment for. I was not aware they were keeping my card on file. I believe their actions were not legal. It is not a huge sum of money, but it is the principle.Business response
11/18/2023
After the pool was completed, Mrs. ***** repeatedly asked our service and maintenance crews to come to her house. We responded each time at no charge.
Mrs. ***** provided her credit card to us for products and services. Mrs. ***** card was charged with her previous authorization for supplies. Mrs. ***** had to provide the card for service calls in advance, as is our company policy. (Wednesday, September 7, 2022 9:39 AM , “ I understand at some point you need to start charging for visits.”)
At no point did Crystal Pools LLC steal Mrs. ****** card without her authorization. Mrs. Booth called for additional service, we provided that service. Her credit card was charged for that service.
An equipment room was built by Mrs. ***** and her builder. The equipment room construction was not started until the end of the completion of the house. When the pool was full of water, Crystal Pools LLC started all the equipment and tested the heater. The equipment room was still under construction.Our clients are given tutorials on how to use the pool equipment, we also supply a binder with every warranty and manual in relation to the swimming pool. Mr. and Mrs. ***** were provided with numerous tutorials on their equipment without charge.
Mrs. ***** was fine with us continuing to come to her house for no charge, the minute she was charged she threatened to go to the BBB and file a complaint if we did not give her money back. She threatened to try to run us out of business and ensure that everyone she knew would be told how terrible our company was. It is apparent that we agree to disagree.
We repeatedly attempted to provide the best service to the ***** family. She has a high quality, well designed and installed swimming pool in her backyard. She acknowledges that the swimming pool and accoutrements are of quality and well built. In the end, we will always stand behind our work, but we cannot continue to provide free services. We wish her the best.
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Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.