ComplaintsforPatio Pleasures Pools & Spas

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered to have a pool liner replaced on 3/4/24 from Patio Pleasure Pool and Spa in ***********, Wi. We put $5050.00 down to be put on the schedule. We were scheduled for 5/29/24. We were instructed to fill pool till there was about 18 inches in the deep end and then stop for the night. Next morning, the liner was coming away from the pool and water was coming up underneath the liner. We called Patio Pleasure Pool and Spa and was instructed to shut of the vacuum and not to add any more water. Patio Pleasures stated they would need to meet with "specialist" to discuss how to fix the problem. We heard nothing from them for a week but before I was given a completion date I was told it would be another $500-900 in labor and $650 for water. A week later we got an email stating they would be on 6/18 (3 weeks later). On 6/18 they were still unable to complete the job d/t not enough water in the pool. Finally was able to finish on 6/21 except for the light. But before the guy left our house I received any email notice stating my credit card was declined from Patio Pleasures. They tried charging by credit card without talking to me or updating me with an invoice. The charge was for $6438.94. I have no idea what all the charges are for. ************************* did not have my permission to run this amount through any of my credit cards. I do not believe I should pay for extra labor d/t Patio Pleasure was unable to get the job done sooner. I would like to see this resolved by 1. receiving an itemized statement 2. having the extra labor charges removed because they couldn't complete the job sooner causing more labor. Thank you

  Business response

  07/03/2024

  See attached

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  There are a few issues/concerns I would like to address.  First, ***** had stated he was nervous when he pulled up to the house seeing all the sump pumps working in the neighborhood. He was worried there would be an issue. Second, when we inquired about having a water truck to fill the pool in the beginning but was told they don't do this. Yet, in the end this is what had to be done.  If we would of had a water truck set up the first day there would of been no issues.  They started the job on 5/29 and did not come back to complete the job until 6/18/24. We were told they would finish on this day but again that didn't happened. They had to return on 6/21/24 to complete the job.  

  As for communication, we did go weeks without any communications.  We even sent and email to ****** on 6/19/24 inquiring about the pool light and letting them know there was no transformer in the box.  Never received any communication until 6/25 when they requested payment and then ****** said "I hear you are missing a transformer."  To this day, no word on about the transformer.  We went ahead and order a transformer ourselves and finished the light ourselves. I deducted the price of the transformer from the price of the light.  

  It may be your policy to collect payment before "cutting out liner" but that was never communicated with us and to charge someone's credit card without even communicating with the customer is unacceptable.  You had no idea how we were planning to pay and to just take it upon yourself to try to put a charge through a card you "had on file" is an example of lack of communication. 

  They billed 9 hours of labor on 6/18 when no one was here for 9 hrs.  He arrived at 10 and was gone a little after 1:00 pm. That doesn't equal to 9 hours of labor when 1 hour was standing around talking to the water guy.  I was quoted extra labor of $500-900 not $1500. 

  I sent a check on 7/3/24 for $4,248.75 as final payment.  ***** missing transformer, unfinished light installation and falsifying hours of labor.  
  
  Regards,
  
  *************************

*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. ↩