ComplaintsforTexas Trophy Pools

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've attempted to cancel a weekly pool cleaning service; however, I was then notified by the owner that they require a 60-day termination notice.My issue is that a no point either at the initiation of services or during service, I was notified of such clause. Also, no formal agreement or contract has been signed either. I was then told that "agreement" was present on the company's website (which I had never used, since I've contacted them via phone and email) under the **** Please note that on credit card form there are two statements stating that cancelation can happen at any time if done in writing.Since I've requested cancelation of services (July 12th), they have not serviced my pool and still charged me for the month of August. I've requested a partial refund for the month of July and full refund for the month of August.In addition to not terminating my services, I had concerns regarding the quality of service as had my family complaining about excessive amounts of chemicals in the water. Upon requesting the termination of my services, I've proceeded with testing the water and found levels extremely imbalanced. For example, my hardness level was at ****, instead of 200. I've spent over $200 adjusting my chemical levels.I'll be also requesting a charge dispute for the month of August with my credit card company.In summary:Ask: I would like assistance obtaining a partial refund for the month of July, full refund or cancelation of charges for the month August and September, and removal of my credit card and personal information from their system.Issue: Texas Trophy Pools is enforcing cancelation notice clause of an inexistent agreement and has failed to provide services since requesting cancelation of service.Supporting Material: First contact and initiation of services, form mentioned on initiation of services, sales receipt for July, sales receipt for August, request of cancelation of services and first/second attempt of resolution (no response).

  Business response

  08/30/2023

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

  You have unpaid invoices. You have failed to pay invoices in relation to our terms and conditions. Please read our terms and conditions on our website texastrophypools.com/faqs. Failure to pay outstanding invoice by the end of the month will result in legal action. 
  

   

  Customer response

  08/30/2023

  Complaint: 20409750
  
  I am rejecting this response because: Per prior communication payments were on time and the month of July was paid for, yet no services were provided for the last two weeks that were paid. Per my prior communication at no point either at the initiation of services or during services, I was notified of such termination clauses. Also, no formal agreement or contract has been signed. I received the attached invoices where no details are provided regarding dates of services and additional fees that were never mentioned. I'm still waiting for my refund for the weeks we were charged and not serviced. These invoices are bogus, and we don't owe them anything further.
  
  Regards,
  
  ***********************

  Business response

  08/31/2023

  **********************************************
  BEDFORD, TEXAS 76021
  TEL: ************** FAX: **************
  ******* *********************************************************
  August 31, 2023
  Via First Class Mail
  Via ******* *********************************
  *********************** ****
  ****************************
  *********, ** 76006
  Re: Original Creditor: Texas Trophy Pools, LLC
  Present Creditor: Texas Trophy Pools, LLC
  Debtor: *********************** ****
  Principal Due: $1032.00
  Interest Due: $11.72
  NSF Fee: $35.00
  Late Fees Due: $105.00
  Dear ************:
  The claim of the above referenced present creditor against you has been referred to me for disposition. I
  understand that the present creditor is Texas Trophy Pools, LLC, and that the original creditor on this account is the
  same.
  Unless you notify this office within thirty (30) days after receiving this notice that you dispute the validity
  of the debt or any portion thereof, this office will assume this debt is valid. If you notify this office in writing within
  thirty (30) days from receiving this notice that the debt, or any portion thereof, is disputed, this office will obtain
  verification of the debt or obtain a copy of a judgment, if any, and mail you a copy of such verification or judgment, if
  any. If you request this office in writing within thirty (30) days after receiving this notice, this office will provide you
  with the name and address of the original creditor. This is an attempt to collect a debt. Any information obtained will
  be used for that purpose.
  Please send payment in full to me by a check payable to my client, or contact me at your earliest
  convenience regarding your intended disposition of this account. If you know any reason why you should not or
  cannot pay the claim at this time, please inform me so that we can discuss some amicable resolution of the matter.
  If this matter has not been resolved within thirty-one (31) days after the date of this letter, I will recommend
  filing suit to collect this debt. I will also recommend that my client seek to recover additional accrued interest, court
  costs and attorney's fees in addition to the amount of the above referenced debt.
  Sincerely,
  *************************
  Attorney for Texas Trophy Pools, LLC
  PZS
  Cc: Texas Trophy Pools, LLC

  Customer response

  09/06/2023

  Complaint: 20409750
  
  I am rejecting this response because:

  I dispute all charges that are currently being billed and stress that you are not able report to credit bureaus as these charges are unfounded.
  
  I still haven't been provided with detailed billing including dates of services and description of fees. Additionally, all my payments were on-time till the end of July; however,no services were provided after July 12th. Based on the *** you mention on your website
  "Monthly Service is billed on the 1st of each month unless other arrangements are made." How and why am I being charged for 3 months of services?
  "This service arrangement may be cancelled at any time with 60 days written notice" Since my request of cancelation was made on July 12th and no services were provided, again this is not a valid agreement since we never signed or verbally agreed to these terms. We are owed a refund for the remainder of the month of July.
  
  At no point over the almost 1 year of services I was ever charged for filter cleanings and all additional services were billed the same day they incur.
  
  Also, I still haven't been provided with proof of signed and/or acknowledgement agreement regarding the "clauses" under your website's ***.
  
  Regards,
  
  ***********************

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