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ComplaintsforWaterfalls Pool Service
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was paying $130 for a pool filter cleaning. He could not get the pool to prime so he contacted his tech to come out the next day to get it to prime. He charged me another $139 for this. The problem I have is he did NOT resolve the pump priming issue. He demanded a cash payment and did not give me the electronic receipt for the work. I repeatedly asked him for the receipt and he ignored my requests. I put a ****** review of his actions and THEN he responded. Telling me that he would give me the receipt if I removed the review. I told him if he didn't give me a receipt I would report him to the *** and the BBB. He apparently didn't believe me because he is still refusing to give me the receipt. I feel like this business is run by someone that is used to running illegal practices and needs to be aware of our laws in this country to protect consumers. That is why I am filing this complaint.Business response
05/10/2024
Customer initially reached out to us inquiring about a filter cleaning service that was scheduled and successfully performed on Thursday, April 25th, 2023. Soon after, we had trouble getting the pump to prime due to its higher ground location relative to the pool level; this makes priming difficult because the pump was to work against gravity. This is an issue the customer was aware of and alerted us he had previously dealt with. We sent our technician out the following day on Friday, April 26th, 2023. The pump was successfully primed and left running at a higher speed to maintain an appropriate amount and flow and pressure. Upon work completion, we tried to process a Zelle payment request, which was unsuccessful. **** was then suggested, ultimately agreed upon by both parties, and exchanged. The delay of the receipt delivery was brought to our attention the following Monday, as we are closed on the weekends. We made several attempts to contact the customer via text message but were unsuccessful. Due to a minor internal communication error that has since been addressed and apologized for, the receipt was sent out on Tuesday, April 30th, 2023; however, we never demanded any reviews to be removed as exchange for the receipt. A different team member returned the following day on Wednesday to re-address the pump priming concern and educate the customer on what to do should it happen again. The issue was addressed, the entire amount was fully refunded, and the customer was satisfied with the resolution.Customer response
05/11/2024
I have reviewed the business response and accept this resolution.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.