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Business Profile

Pool Contractors

Poolman of Wisconsin, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pool Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:03/22/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We contacted Poolman repeatedly by phone and email for over year regarding a rattling noise from our new (delivered and installed by them) and under warranty fireplace. Including making a video of the noise and emailing it to them as they requested.Finally they called on 12/9/22 and required prepayment for some "fees" (mileage and ?) not covered by warranty. He quoted the fee to be $221.50. We express that was very expensive for a warranty call. He required a cc number; we use AMEX, but he said he doesn't take AMEX, so we begrudgingly gave him (*** the owner) our **** debit card.On 12/12/22 they serviced the fireplace and determined the noise was due to the motor needing an adjustment and therefore was not replaced. Regardless it is not our fault the motor was not installed correctly, made noise and needed adjustment. We feel this service call qualifies as a warranteed call.On 12/22/22 we rec'd a statement in the mail. We were shocked to find out our quoted $221.50 warranteed call was going to cost us $419.31. Worse yet, *** decided to pay himself the add'l and undisclosed "fees" by making an UNAUTHORIZED charge of $197.81 on 12/15/2022.By the time we learned of this unauthorized charge on our **** Debit card, the time to file a complaint to our bank had expired.We didn't trust, ***, the owner of Poolman. He failed to respond timely to the problem and made an unauthorized charge. Therefore we asked the manufacturer, ***********************, to intervene with Poolman who is one of their authorized dealers.We had several calls with *********************** who were sympathetic and asked their salesman assigned to Poolman to look into this. We just learned the salesman failed to follow-through and that Poolman has new owners.Regardless, we want to be refunded the undisclosed and unauthorized charge $197.81 by Poolman. We feel Poolman should consider taking this up with the manufacturer due to a manufacturing defect should they desire compensation.

    Customer Answer

    Date: 04/06/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    We had an excellent response from Poolman and are very satisfied with the outcome.  They are under new ownership.   The new owner went above and beyond,  we couldn't be happier.

    Regards,

    ***************************************


    Business Response

    Date: 04/06/2023

    Customer was refunded approx 2 weeks ago

Poolman of Wisconsin, Inc. is NOT a BBB Accredited Business.

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