Advanced Pools

Initial Business Response / [redacted] (1000, 10, 2015/07/31) */ Dear [redacted] , Advanced Pools Incis working with the customer to get the issue resolved and everything will be completed in the near future Thank you, [redacted]

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

Several weeks ago, Ms [redacted] called to express that she was upset about unauthorized charges to her accountThe charges she referred to were for replacement parts, which is company policy to replace anything under $without contacting the customerHowever, since Ms [redacted] was unhappy, Advanced Pools credited her account for the amount of $for the filter clean and the basket that was replaced.Approximately a week later, Ms [redacted] called in questioning her account balance once more, so Advanced Pools again credited her account for other services that had been performedThat left her account balance of $for the two months of service that had not been paidAt that time it was discovered Advanced Pools had her card information that was supposed to be ran every month, but due to Advanced Pools' previous receptionist, the name and address on the card information we had was left unknownSince it was unknown who the information belonged to, it remained locked in Advanced Pools file cabinet and was never ranOnce that was realized, with Ms***'s permission, her card was then ran for $for the two months of service that were unpaid which brought her account balance to $0.Ms [redacted] was not on full service, which includes brushing down her poolShe was on basic chemical maintenance, which requires the homeowner to brush down their poolMs [redacted] failed to adequately brush down her pool, causing issues with black spots which she addressed to Advanced PoolsIn order to kill the algae, Advanced Pools' service technician was required to raise the chlorine level and use a steel brush to kill the algaeEven though she was not on full service, Advanced Pools' service technician then performed complimentary service which included brushing down Ms***'s pool at no extra cost to make sure the algae would not return.Ms [redacted] cancelled service with Advanced PoolsAdvanced Pools hadn't heard from her until just recently when she called in regarding a statement she received for $That statement was sent by mistake, because her account balance had already been zeroed out.In her complaint, Ms [redacted] mentioned her equipment being broken the day she cancelled service, but it was not brought to Advanced Pools' attention until quite some time afterWhen the service technician was questioned about the broken equipment, he stated nothing was broken at his last visit to her propertyAdvanced pools has no knowledge as to how her equipment became cracked, or why there was a brick laying against itAdvanced Pools has gone above and beyond to try to make Ms [redacted] happyAdvanced Pools have returned phone calls to provide updates on her concerns even if there was not one to be given, refunded money to her for products that were installed and services that were performed, and even performed additional services that were outside of her monthly rate

Initial Business Response / [redacted] (1000, 5, 2016/06/14) */ It is the regret of Advanced Pools that the filter clean did not get done in a timely mannerHowever, please note that the filter clean is not included in the pool service fee, it is an additional fee of $Also, the homeowner was never charged this fee because filter clean never took placeIt is not surprising that a swimming pool supply store wanted to sell her pool chemicals because that is how they make their moneyAdvanced Pools is willing to refund the homeowner $for one month of service, but no reimbursement will be given for the work done by the other company as all the additional work and chemicals they recomended by were not actually required to get the pool cleard upThe filter clean would have cleared the pool up, but the homeowner canceled before the technician could do itWe apologize for the inconvenienceDuring the spring and summer months, the service technicians are stretched to their limits and face set backs from time to time Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have pictures that will refute the statement that a filter clean would have cleaned up the poolI understand technicians being very busy but when you pay for weekly service that is what you should get, not being ignored for weeksI know that the filter clean is not included in the monthly charge and I never disputed thatIf someone had responded to all the messages I left on the answering machine this may have been avoidedI still maintain that I should be reimbursed the $that it cost to get the pool back in usable condition

I am rejecting this response because:Advanced pools made a few statements that are falseOur phone records will prove the only contact between us the entire time of service was when I would call them, sometimes multiple times in order to get an answer as to why my pool had algae, or why I had extra chargesExcept for the one instance August 23, weeks after I had canceled service, when the receptionist ***na left a voicemail stating the additional bill was in errorI was upset at the past, and repeating occurrencesWhich shows how inaccurate their billing system is as well as their lack of concern for the customersAnd despite numerous requests and attempts over the past few months I still have yet to speak with the managerYes, as they stated they were hired to chemically maintain my poolAnd failed to do so which resulted in algae, as well as using too much liquid chlorine which I have the water test records to proveThe levels were so high we were unable to swim for July/ August until they were neutralized at expense out of my pocketI've also had to pay for physical damage to poolThe refund I'm asking for ($140) is not unreasonable considering all of the time, effort, and money I've had to put into this issue as a result of their negligenceThank you

Initial Business Response / [redacted] (1000, 8, 2016/05/17) */ There is an issue that need to be resolved and Advanced pools is currently working with the home owner to rectify the problem