Achee Auto

The customer alleged in her complaint to your office that her pool was not opened correctlyBeing a regular customer,she knew that our opens do not guarantee a perfectly clear openoften customer have to do some adjustments after the serviceWe had many pools this season both customer opened and professionally that were super cloudy and milkyThis was a common problem that was easily remedied.The customer did ask [redacted] for a former employee,*** who had opened her pool in the pastHis former assistant, ***, who had been on all of the customer's prior work did the open [redacted] was familiar with her pool and knew how to properly open a pool, as he was sufficiently trained, as all techs in our employ employed are.She called her concerns after the openA return visit to address her concerns on 06-08-was scheduled, which she cancelledAfterwards, she chose to dispute the service with her credit car company.As we provided, tried to address the issue, and have promptly responded to all of Ms [redacted] 's inquiries we feel as though this complaint and the lack of payment by Ms [redacted] is the incorrect course of action.The Pool Center

I am rejecting this response because: Again, as I have stated in the original complaint, Pool Center is conveniently leaving out the three appointments that were made for which two of the appointments, NO ONE SHOWED UP! Perhaps *** may have been trained properly, but when he opened my pool, the pump was not connected correctly, the ladder was not placed in the pool and the cover was not put on the pool. These are simple tasks that anyone should know. If these simple things were not done, then how would I be assured that the pool was opened correctly. *** herself said in a disgusted tone "We have a lot of new people this year, some of them are not as good as others." The Pool Center is not telling the truth. Perhaps that is why so many of their customers have gone to *** pools and left the Pool Center, and their on-line ratings are so bad. I dispute their response as 1) they are not telling the truth; 2) I have phone records as to how many times I called them and on what dates; 3) their on-line ratings confirm my experience with them. There is not much more I can say. The Pool Center only has one good employee that tries to meet the customer needs and it sure isn't ***

Good afternoonSince the inquiry from Mrs***, was registered with your office, we have spokenabout the labor ratesAt the time the service was booked, we were unable to give an estimate of howlong leaking would take to fix in a tubThe question was not asked what the labor rate was or
howmany people it includedThe labor rate is $per hour for up to two persons, This is the labor rateeven if one person appears to be doing nothing on the job siteThis has been explained by phone tothe customer not including their conversation with ***.Leak detection in a hot tub can take multiple trips and can need a tub to be drained refilled a fewtimes to make sure all leeks are caughtThis time is needed and can be seen as "Time Wasted",when in fact it is part of the process to fix a tub.While we were there we nnticed a pump was about to gt: out and we provided the customer a list ofoptions of replacementsThe customer has been called with these options and currently has declinedall options.As for the hitting, my owner empathizes with the customer’s concerns about the length of serviceHeis willing to go above the $reduction originally offered to the customer by ***My owner iswilling to use an old labor rate, no longer usedof $Per hour”- This Will drop the original bill by$The reduction will lower their bill to $496.44,Thank you.***Pool Center, Inc.Springfield, IL

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

M*** called our store to have us install a pool heater that he had purchased onlineNormally we do not install anything purchased on line, only what is purchased in our storeWe made an exception for himWhen anyone calls in for service it is explained in detail that mileage is charged at
a mile from our door to their door, both wayswe have to pay employees windshield time which is cheaper that the man hour rateAs Mrs*** noted she is miles awayWe had to make two trips so it does amount to milesshe was not overcharged, just not happy about.We were to install a gas heater to his poolWhen the tech got there Mr*** surprised us by demanding the tech spread sand ad install mounting blocksthis is not part of a heater install and is very time consumingIt is work normally done by landscapers, not pool techs.The other problem that arose was that there were no unions in the heater packagingThe heater cannot be hooked up without themThe techs had to return to the store to obtain the unions and miscellaneous parts before returning to the Durr's home to finish the heater installMrs*** indicated that her son was home at the time who came out to see if the techs needed anything.The Durrs are now saying that we broke their telescopic pool pole and patio tableNothing was aid to us until we ran their credit cardMr*** says Mrs*** saw it happenI would think if the son or Mrs*** witnessed this, they would have called the store right then and there or gone outside to address the issue or called the policeNone of this happenedit is an excuse to get free parts and labor.If Mrs*** had purchased the heater from us we would have indeed been responsible for the missing parts and labor but cannot be held responsible for something we had nothing to do withThe customer says it's not his fault the parts were missing but we should be held responsible for themThe customer adamantly insisted that he just simply didn't want to pay for itIn order to avoid paying what they owe, Te Durrs not only contacted you but had the charge reversed on their credit cardWe did nothing wrong and have incurred the expenses of employee labor, gas and merchandiseThe charges are fair and the customer owes this amount indicated on the receiptsWe will be turning them over to collections for theft of merchandise and services.If you have further questions, please call 217-638-and we will try to help in any way possible.Thank you,Pool CenterWabash AvenueSpringfield, IL

Ladies/Gentlemen:This is in response to your letter dated 6-29-Susan *** purchased a hp Matrix pump from us on 6-12-and I have enclosed a copy of the saleKen *** came in 6-23-with a copy of an internet company's ad to request a refund given for the difference between the twoWe
explained the we cannot match prices on a previous purchase on an ad from the internet.Had Susan *** asked us about price matching when she came in initially we could have discussed it with her at that time, rather than addressing it two weeks laterWe are certified Hayward warranty service center which means we can take care of any repair issue down the road, which is something not offered on the internet.Thank you,Pool Center, Inc

Initial Business Response /* (1000, 5, 2016/08/09) */
The pool buyer first came into the store in Feb. of 2016 and
decided to purchase on June 28, 2016, contract enclosed, at
that time she was told that we were 3 weeks out on builds with
good weather. This July was the wettest July sense 1891....

We
had 9.51 inches of rain compared to an average of 3.94 inches
(copy of The Illinois State Journal Register enclosed). There
yard was to wet to build a pool most of the month. When it
dried up enough to dig cable tv wires were in the pool build
area (the customer had agreed to notify JULIE which they did
not do. See the enclosed contract). The customer had those
moved, which took time then a line was hit that was not moved
as was reported to POOL CENTER, INC. and we have a
farther delay. The pool is not yet finished because we are
again waiting on the cable company to install new lines.

Initial Business Response /* (1000, 5, 2016/07/16) */
Pool Center, Inc. does not provide electric installation or service. All we can do is attach the spa pack tho his wiring. Mr. I___, who did not purchase the spa from us, should have had a GFCI on the electric line to the spa. This will prevent...

any shock to a person. This is not present to my knowledge.
Spa have water in them, splashed out of them and sometimes leak. The GFCI is to prevent electrocution.
A 1/4" line either came off or was not attached after the tech worked on the pool this caused the water to drain. Equipment malfunctions as do people. I do not know which happened in this case.
As to the pump issue he was told it would be at least 2 weeks before a tech could get to the job. When a pump was discovered to be bad the spa manufactor had to be notified and approve any action. All of that takes time reguardless of weather a pump is in stock or not.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For the installation they were aware of the lack of gfci and proceeded to install the hottub anyway.
It is true I did not buy it but my live in girlfriend did anne farlese we have a receipt to prove it still under warranty attached to this.
For the pump I understand the weather but the company sent a tech and no showed to atleast 3 appointments we took off work for and by their words the apointment should of been moved to the next business day and every time they neglected to do so it took Me calling them to get them to do there job. the fact that it took so long had nothing to do about weather they had the pump on the work truck in stock for weeks everytime I called they blamed the manufacturer for the delay and never bothered to talk to there techs like they said they would multiple times. when I brought all of these issues to their attention they sinply said we will call you they never have and never will.

The customer alleged in her complaint to your office that her pool was not opened correctly. Being a regular customer,she knew that our opens do not guarantee a perfectly clear open. often customer have to do some adjustments after the service. We had many pools this season both customer opened and...

professionally that were super cloudy and milky. This was a common problem that was easily remedied.The customer did ask [redacted] for a former employee,[redacted] who had opened her pool in the past. His former assistant, [redacted], who had been on all of the customer's prior work did the open. [redacted] was familiar with her pool and knew how to properly open a pool, as he was sufficiently trained, as all techs in our employ employed are.She called her concerns after the open. A return visit to address her concerns on 06-08-2017 was scheduled, which she cancelled. Afterwards, she chose to dispute the service with her credit car company.As we provided, tried to address the issue, and have promptly responded to all of Ms. [redacted]'s inquiries we feel as though this complaint and the lack of payment by Ms. [redacted] is the incorrect course of action.The Pool Center