C & C Pools & Stove Installations

Regular service requests were ignored, it took months after initial calls were placedOnly when our stove broke did they come out and overcharged.Annual cleaning requests were made in August, at which time we were quoted [redacted] fee for annual stove cleaningWe made follow up calls in [redacted] and [redacted] In [redacted] 2015, more than months after initial calls C&C Pools our stove stopped workingWhile servicing the stove (days after call was made of stove breaking) they came and stripped gears The charge was [redacted] for the cleaningWe were told by [redacted] that he had been busy with new installations and could not make the time for annual cleaningsFour days later they came back with partsThankfully the cost of the parts were covered, however we had to pay an additional service fee of [redacted]Desired SettlementI would like for C&C Pools to respond to requests for regular serviceI would like [redacted] from the annual cleaning to be refunded as well as the additional [redacted] follow up service fee.Business Response Never received initial request from stove storeResponded immediately when contacted by customer.All cleanings are [redacted] TO [redacted] Stove was cleaned and troubleshooting was extensive and was no charge extra.Diagnosed problem, ordered parts, returned days later and installed new motor that they broke because of too much sawdust in pelletsCharged only [redacted] for service call and labor to install new motorI see no complaints here.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Calls were placed in the fall for regular cleaningC&C Pools informed us on initial visit that they prioritized installations over cleanings on [redacted] Cleaning was quoted at [redacted]Service was conducted on [redacted] (business days after call was placed of stove inoperable), at that time motor was working, after cleaning it was notGears were stripped during the cleaning and trouble shootingThis action was the result of work done by C&C PoolsAlthough the part was covered the service should likewise as it was not a result of our doing but rather that of C&C PoolsThe sawdust clog would have not occurred had regular maintenance/cleaning preformed in a timely manner, as requested on the part of the customer, months previous, and regularly requested in [redacted] and [redacted] until we were assured we were on the "list" of cleaningsParts were ordered on [redacted] and not installed until [redacted] (days later, not two)[redacted] from [redacted] shop has repetitively stated he contacted [redacted] from C&C Pools to get us in for cleanings, that it was C&C Pools that chooses the priority and scheduling.Final Business Response As previously mentioned, we never received the initial request from Bay State StoveWe responded immediately when contacted by customerCleanings are always [redacted] to [redacted] it is possible [redacted] may have sounded like [redacted] to the consumerStove was cleaned and troubleshooting was extensively done with no extra chargeWe diagnosed the problem, ordered parts, returned and installed a new motorWe charged $for labor to install the new motorWe responded immediately when contacted by customerWe installed the parts the same day we received themCustomer should contact the business directly for appointmentsAll customers have our phone number printed on the top of their receipts for future appointmentsThis eliminates miscommunications and lost messages

Regular service requests were ignored, it took months after initial calls were placedOnly when our stove broke did they come out and overcharged.Annual cleaning requests were made in August, at which time we were quoted [redacted] fee for annual stove cleaningWe made follow up calls in [redacted] and [redacted] In [redacted] 2015, more than months after initial calls C&C Pools our stove stopped workingWhile servicing the stove (days after call was made of stove breaking) they came and stripped gears The charge was [redacted] for the cleaningWe were told by [redacted] that he had been busy with new installations and could not make the time for annual cleaningsFour days later they came back with partsThankfully the cost of the parts were covered, however we had to pay an additional service fee of [redacted]Desired SettlementI would like for C&C Pools to respond to requests for regular serviceI would like [redacted] from the annual cleaning to be refunded as well as the additional [redacted] follow up service fee.Business Response Never received initial request from stove storeResponded immediately when contacted by customer.All cleanings are [redacted] TO [redacted] Stove was cleaned and troubleshooting was extensive and was no charge extra.Diagnosed problem, ordered parts, returned days later and installed new motor that they broke because of too much sawdust in pelletsCharged only [redacted] for service call and labor to install new motorI see no complaints here.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Calls were placed in the fall for regular cleaningC&C Pools informed us on initial visit that they prioritized installations over cleanings on [redacted] Cleaning was quoted at [redacted]Service was conducted on [redacted] (business days after call was placed of stove inoperable), at that time motor was working, after cleaning it was notGears were stripped during the cleaning and trouble shootingThis action was the result of work done by C&C PoolsAlthough the part was covered the service should likewise as it was not a result of our doing but rather that of C&C PoolsThe sawdust clog would have not occurred had regular maintenance/cleaning preformed in a timely manner, as requested on the part of the customer, months previous, and regularly requested in [redacted] and [redacted] until we were assured we were on the "list" of cleaningsParts were ordered on [redacted] and not installed until [redacted] (days later, not two)[redacted] from [redacted] shop has repetitively stated he contacted [redacted] from C&C Pools to get us in for cleanings, that it was C&C Pools that chooses the priority and scheduling.Final Business Response As previously mentioned, we never received the initial request from Bay State StoveWe responded immediately when contacted by customerCleanings are always [redacted] to [redacted] it is possible [redacted] may have sounded like [redacted] to the consumerStove was cleaned and troubleshooting was extensively done with no extra chargeWe diagnosed the problem, ordered parts, returned and installed a new motorWe charged $for labor to install the new motorWe responded immediately when contacted by customerWe installed the parts the same day we received themCustomer should contact the business directly for appointmentsAll customers have our phone number printed on the top of their receipts for future appointmentsThis eliminates miscommunications and lost messages