Business ProfileforBlue Escapes Pool & Spa

* Owner Demands 100% prepay at 7am morning of scheduled work without prior conversation about prepay. Said it's in small font of a disclaimer attached to a quote that final payment is prepaid - I have reviewed all quotes and invoices and they have no payment terms. * Intimidation factor once commitment obtained from client: yelling, talking down to customer, saying 50 more customers are waiting right behind me. This was a gift for my parents that I paid for, company took advantage of the fact that I couldn't be on site each day to protect my parents from bad quality work or proper treatment as a customer. Continuously talked down to me over the phone about "how things work around here since there's a labor shortage and a demand increase - we can't find enough labor, you have to put up with new terms". I am fully aware of economic factors and how small businesses are struggling, but that shouldn't translate for lack of customer service and demanding prepay for all work. * Redoing own work, adding to timeline and asking for more money to 'chip' pool when issue is that first crew didn't do the job correctly and they needed to cover the cost of 2nd crew. Owner Bob fired his first team that did the first prep work, admitted they didn't execute per spec and he needed to redo the job as he wouldn't warranty his plaster job with the poor prep work done. He went out to find more laborers to complete the job, while conveniently adding a suggested $2400 estimate for added "chipping work needed" to warranty his future plaster work. Perception was that this would help pay for 2nd crew and corrections needed from that work. Red flag. * After receiving a low bid and promised 2 week fast execution, bid went up 35% and execution time tripled 3x * Drained chlorine pool water into golf course *Would not refund the 50% prepaid amount without signing a clause releasing them from ALL liability and issues from prep work. Paid $2500 for $500 worth of work.

Customer initially paid a total of $2488.00 for her renovation down payment. Her project was canceled due to non-payment and she was issued a refund check in the amount of $1792. $696.00 was used to cover the plaster prep. This was a generous refund and did not include all of our costs. She also refused to accept a change or to chip out additional layers of plaster that was needed. When a pool is prepped for plaster, the prep crew will sometimes find multiple layers of plaster during the prep. Once that is done, we stop the project to send a change order for the additional work.

We have not fired any of crews and have done everything we could to accommodate this client.
The refund check of $1792.00 was sent certified back to this customer on June 12, 2022 and the former customer did sign for the check.
This person uses two names **** ****** and **** ******* She originally set up with us using the name "**** *********

We do take care of customer's pools but we do require payment.