ComplaintsforTexas Pool Guy, LLC

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Texas Pool Guy had done a couple of repairs for me. And like others have said they are sometimes hard to get a hold of and don't respond in a really timely manner, but they had effectively replaced a motherboard and an impeller seal in my hot tub. Their technician had been over a few times doing the work and we had paid invoices when received for more than $1K. The last work done at my house was in early 2021. Then out of the blue a couple of days ago my wife got an invoice via text messages. No one had been to our house to do any work in over a year so she literally thought it was a scam text and put it in spam on her phone. The next day she got an email with the same invoice attached and collection like language offering to forgive months of late fees if she will only pay now. The email also threatened to take us to small claims court and there was a reference at the end to the Texas statute covering theft of services. This was the first time we ever saw this invoice dated May 2021 ever. They never sent an invoice in 2021, never sent a letter, never made a phone call asking for payment in over 21 months. At this point we don't even know if this is a legitimate invoice. The first thing I tried to do was call The Pool Guy to find out if the invoice was legitimate or if someone was scamming people in their name. Of course no one ever answers the phone at this business. I pay my bills and pay them on time.

  

  Business response

  02/20/2023

  It looks like back in 2021. We did a diagnosis on their hot tub. They live way up in Woodville so theres a service fee and theres also a trip charge. It looks like the problem with the invoice happened due to the customer, giving a check to the technician for the service fee, however the invoice in QuickBooks also had a trip charge that still needed to be paid and therefore the invoice showed as past due for the last year and a half. We have quite a few past due invoices from many customers. Some customers just outright have not paid and some customers its a simple misunderstanding or a small error. We have someone hired to do collections right now sending out emails to everyone requesting that if they have any information regarding the invoice such as whether or not it is accurate or not they can reach out to us. This customer reached out to us when they got the email about the past due amount and we promptly looked up their records and saw that they paid the service fee, but that the trip charge was still due which is why it showed as a past due invoice. Because of the situation, and we have never had issues with them in the past, we immediately waived the trip charge and showed the invoice as fully paid. We did that five days ago before this complaint occurred so the issue has been resolved. 

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