The customer contends that he ordered a swimming pool cleaning and received a swimming pool closing.I will attempt to clarity the issue we had with this customer.!n June of2015 the customer requested an inspection of a swimming pool that he was considering purchasing locatedin [redacted]. This...
inspection/estimate was for the clean-up of this swimming pool and to check the equipment.The swimming pool had not been opened in many, many years. Our estimator found the entire pool cover coveredwith a large amount of water sustaining a weed garden. Many ofthe plants were two feet high with even a treegrowing in it. We have never, in 40 years of business, seen a situation this bad. The water quality was so black hecould not see his finger tips when his hand was placed in the water up to his wrist. Please refer to the photos. Thisaccumulation ofwater and living matter gave the indication that the interior liner is still holding water, the conditionof the liner could not actually be determined until materials were removed from the cover and the pool. Theequipment appeared to be in good condition, but could not be tested until the water was up to the correct level. Ourestimator explained all ofthis to the customer and that the cost ofthe clean up would be well over $1000 dollars. Theclean up would not cover any equipment rep]acement. An exact figure could not be given.This inspection/estimate was free of charge.We never heard a response from the customer.The customer called our office at the END of September asking for a clean-up of the pool at that time. The employeethat answered the phone was not sure that a cleaning could be accomplished at that time so he asked the store managerwho said we absolutely could not, this type work is not done at this time ofthe year. The employee told the customerwe were only booking closings at this time. The work we do for closings was explained to the customer: loweringwater level if needed, disconnecting equipment, blowing lines, adding antifreeze to the lines and plugging them,adding antifreeze to the heater and equipment, adding chemicals among many other things . The customer neverindicated that he didn't understand what this work would entail. The customer booked the closing for October 15th.After many years of being unopened, a pool sho uld be winterized again just to make sure the antifreeze protection is inplace for the pump, filter, heater and lines. Sometimes with the frozen water in the pool, the plugs in the wall of thepool come loose allowing the antifreeze to escape.A call was made to the customer the day before the clos ing as a reminder of our appo intment on the 15th. We noted onthe top ofthe Fall Pool Closing Sheet that our office "Spoke to the customer".The pool was closed on the 15th of Oct. One of our employees who closed the pool called the customer when hefinished the closing explaining what was done and that the cover could only be adjusted if a considerable amount oftime was spent. The cover was lifted in sma ll areas and chemicals poured under it in the various places. The customersaid at this time is was ok, he had a contractor who was going to install an automatic cover so it didn't matter. He knewat this time the cover was not removed or the pool cleaned. An invoice was created and mailed on the 17th. Thecustomer must have received it by the 20th or 2 1st. The customer called and had a question about the cost of the billand the fact that the pool should have been cleaned. He was told again that we could never had cleaned a pool at thattime. It would have cost much more than the amount of$416.98 and many more hours than the current billing.However, the bill was lowered by $33.63 from $416.98 to $383.35 in an effort to make amends for anymisunderstanding. The employee did call the customer after the bill was lowered and left a message but never heardfrom the customer. The chemicals added to the pool were $136.95. The travel from Norwich to Oneonta and backwas $23.00. The labor was 1.5 hours for 2 men@ $130.00 = $195.00. The sales tax was $28.40. This billing is notunreasonable for a swimming pool closing. I'm enclosing a copy of the employee work sheet that is made at the timeof service, the original invoice and the adjusted invoice. An adjusted invoice was mailed again immediately no laterthan the 25th. We received no further calls or emails fi·om the customer until months later.I have to say, would a contractor tum down work that would bring in over $1000.00 vs. $383.35 at the end of theseason if he could do the work?Please note: on the bottom of the original invoice it reads: "Credit Terms" --Questions regarding this invoice must bereceived by us in writing before the due date. Balance not received by due date will be subject to finance charges of2% monthly (24% annually). Minimum finance charge of$ I on any balance under $33. In the event of default, debtorwill be responsible for all court costs and reasonable attorney and/or collection costs required to collect the delinquentaccount. Our normal statements are generated the last day of every month. The customer received one regularly.After 3 months of regular statements, the customer is considered delinquent. In this case January 31st would be theday. Not until February 15, 2016 was an overdue notice sent to the customer. The next overdue notice was sent onMarch 15 explaining the facts on the invoice as set forth above. With this complaint, however, this transfer has beenput on hold.The customer has complained that his e-mails have been met without response. On December 15th I did receive an emailfrom the customer. I was in Florida for the winter and at my daughters for the holiday. I did not check my emailsregularly. This is a failure on my part that I truly regret. As might be imagined in the winter we have a verylimited staff One person is employed in the store and one on a part time basis. The part time person was out of townfor two months for the holidays. The customer•s second e-mail was received on February 4, 2016. On February 5,2016 a response to this e-mail was returned explaining all that was done to the pool upon our arrival and throughoutthe process. Another was received on Feb. 11 and responded to on the 11th. More were received on Feb. 16, 17, 18and answered. March 17th and 18th were again received and replied to. I've enclosed all the e-mails that I have on mycomputer pertaining to this matter.This customer has continued, as each month has gone by, to feel more and more that he has been taken advantage ofThat he had not been contacted. He has been nastier and accusing the employees of gross incompetence. The poolcondition was evident. Cleaning was impossible.The point of this whole episode is:The customer feels he should have had the pool cleaned on October 15, 2016. He says he called the company andordered this cleaning service. He feels he didn't receive his requested service but one that was absolutely unnecessary.The contractor feels he has perfonned the agreed upon service: chemically treating and winterizing the pipes heaterand equipment for the winter. No cleaning services were available at that time and the customer was made aware ofthat. The services were perfonned in a timely fashion, explained to the customer and at a reasonable cost . Thecomplaint about services and the cost was addressed and an adjustment to the bill was made.Reso lut ion: The company should be paid for this work it has performed. Further work for this customer would notbe an option.Beth [redacted]B & D Pool & Spa
Complaint ID# [redacted] received your letter dated April 26 stating that the issue regarding the above Complaint number was resolved.The following day I received another letter regarding the same complaint. The customer obviously felt another more extensive complaint was necessary.Upon reviewing this second complaint from the customer, I find he is only repeating, embellishing and further offering misinformation in regards to this situation.After the interviews conducted with all the employees involved with this issue the conclusion remainssame as before - that with the explanation given to the customer he knew a "cleaning" of this poolcould not be done at that time, he knew a "cleaning" did not take place. He knew the price he wasbilled could never be for a "cleaning".I've now decided that my first response I made regarding this complaint was detailed enough tosupport any evidence of wrong doing on our part.I adjusted the first billing back in October 2015, with the customer in agreement.I believe the current remaining balance should be paid.Beth [redacted], Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer reviewed appear below.We requested a clean pool and equipment inspected for working condition. Quoted $500 to have it done. Our pool remains unclean and equipment uninspected. You cannot deny us having several conversations with both Dee and your new employee about exactly that. Cannot bill us for something we neither received, nor for something you are trying to impose upon us. I've found several reviews online from disgruntled customers over similar issues. Obviously incidents like this are not isolated to us. We have hired another crew to do the job we hired you to do. We're not paying you for something we have to pay someone else to actually accomplish. We suggest you support your customers and listen to them, we wouldn't be here if you did. And it's extremely lousy for you to now say you wanted to charge us $1,000 when you know it was $500. And worse that you've "interviewed" all 2 of your employees so they can conveniently cover themselves or you with what we both know are even more falsehoods. - We're done. This has been such an enormous waste of our time. - Why is it so difficult for you to just do an honest business?Regards,[redacted]
We have arranged a meeting with the customer, Ms. [redacted] in regards to her complaint about the swimming pool issues for next Tuesday the 23rd.Whatever resolution is made at that time I'll notify you.I am sending pictures we have taken of the original pool that wasset up when we first looked at the...
area and of the set up of the new pool and the finished pool. These photos will give you more of an idea of the whole location and set up.Thanks,Beth [redacted]
The customer contends that he ordered a swimming pool cleaning and received a swimming pool closing.I will attempt to clarity the issue we had with this customer.!n June of2015 the customer requested an inspection of a swimming pool that he was considering purchasing locatedin [redacted]. This...
inspection/estimate was for the clean-up of this swimming pool and to check the equipment.The swimming pool had not been opened in many, many years. Our estimator found the entire pool cover coveredwith a large amount of water sustaining a weed garden. Many ofthe plants were two feet high with even a treegrowing in it. We have never, in 40 years of business, seen a situation this bad. The water quality was so black hecould not see his finger tips when his hand was placed in the water up to his wrist. Please refer to the photos. Thisaccumulation ofwater and living matter gave the indication that the interior liner is still holding water, the conditionof the liner could not actually be determined until materials were removed from the cover and the pool. Theequipment appeared to be in good condition, but could not be tested until the water was up to the correct level. Ourestimator explained all ofthis to the customer and that the cost ofthe clean up would be well over $1000 dollars. Theclean up would not cover any equipment rep]acement. An exact figure could not be given.This inspection/estimate was free of charge.We never heard a response from the customer.The customer called our office at the END of September asking for a clean-up of the pool at that time. The employeethat answered the phone was not sure that a cleaning could be accomplished at that time so he asked the store managerwho said we absolutely could not, this type work is not done at this time ofthe year. The employee told the customerwe were only booking closings at this time. The work we do for closings was explained to the customer: loweringwater level if needed, disconnecting equipment, blowing lines, adding antifreeze to the lines and plugging them,adding antifreeze to the heater and equipment, adding chemicals among many other things . The customer neverindicated that he didn't understand what this work would entail. The customer booked the closing for October 15th.After many years of being unopened, a pool sho uld be winterized again just to make sure the antifreeze protection is inplace for the pump, filter, heater and lines. Sometimes with the frozen water in the pool, the plugs in the wall of thepool come loose allowing the antifreeze to escape.A call was made to the customer the day before the clos ing as a reminder of our appo intment on the 15th. We noted onthe top ofthe Fall Pool Closing Sheet that our office "Spoke to the customer".The pool was closed on the 15th of Oct. One of our employees who closed the pool called the customer when hefinished the closing explaining what was done and that the cover could only be adjusted if a considerable amount oftime was spent. The cover was lifted in sma ll areas and chemicals poured under it in the various places. The customersaid at this time is was ok, he had a contractor who was going to install an automatic cover so it didn't matter. He knewat this time the cover was not removed or the pool cleaned. An invoice was created and mailed on the 17th. Thecustomer must have received it by the 20th or 2 1st. The customer called and had a question about the cost of the billand the fact that the pool should have been cleaned. He was told again that we could never had cleaned a pool at thattime. It would have cost much more than the amount of$416.98 and many more hours than the current billing.However, the bill was lowered by $33.63 from $416.98 to $383.35 in an effort to make amends for anymisunderstanding. The employee did call the customer after the bill was lowered and left a message but never heardfrom the customer. The chemicals added to the pool were $136.95. The travel from Norwich to Oneonta and backwas $23.00. The labor was 1.5 hours for 2 men@ $130.00 = $195.00. The sales tax was $28.40. This billing is notunreasonable for a swimming pool closing. I'm enclosing a copy of the employee work sheet that is made at the timeof service, the original invoice and the adjusted invoice. An adjusted invoice was mailed again immediately no laterthan the 25th. We received no further calls or emails fi·om the customer until months later.I have to say, would a contractor tum down work that would bring in over $1000.00 vs. $383.35 at the end of theseason if he could do the work?Please note: on the bottom of the original invoice it reads: "Credit Terms" --Questions regarding this invoice must bereceived by us in writing before the due date. Balance not received by due date will be subject to finance charges of2% monthly (24% annually). Minimum finance charge of$ I on any balance under $33. In the event of default, debtorwill be responsible for all court costs and reasonable attorney and/or collection costs required to collect the delinquentaccount. Our normal statements are generated the last day of every month. The customer received one regularly.After 3 months of regular statements, the customer is considered delinquent. In this case January 31st would be theday. Not until February 15, 2016 was an overdue notice sent to the customer. The next overdue notice was sent onMarch 15 explaining the facts on the invoice as set forth above. With this complaint, however, this transfer has beenput on hold.The customer has complained that his e-mails have been met without response. On December 15th I did receive an emailfrom the customer. I was in Florida for the winter and at my daughters for the holiday. I did not check my emailsregularly. This is a failure on my part that I truly regret. As might be imagined in the winter we have a verylimited staff One person is employed in the store and one on a part time basis. The part time person was out of townfor two months for the holidays. The customer•s second e-mail was received on February 4, 2016. On February 5,2016 a response to this e-mail was returned explaining all that was done to the pool upon our arrival and throughoutthe process. Another was received on Feb. 11 and responded to on the 11th. More were received on Feb. 16, 17, 18and answered. March 17th and 18th were again received and replied to. I've enclosed all the e-mails that I have on mycomputer pertaining to this matter.This customer has continued, as each month has gone by, to feel more and more that he has been taken advantage ofThat he had not been contacted. He has been nastier and accusing the employees of gross incompetence. The poolcondition was evident. Cleaning was impossible.The point of this whole episode is:The customer feels he should have had the pool cleaned on October 15, 2016. He says he called the company andordered this cleaning service. He feels he didn't receive his requested service but one that was absolutely unnecessary.The contractor feels he has perfonned the agreed upon service: chemically treating and winterizing the pipes heaterand equipment for the winter. No cleaning services were available at that time and the customer was made aware ofthat. The services were perfonned in a timely fashion, explained to the customer and at a reasonable cost . Thecomplaint about services and the cost was addressed and an adjustment to the bill was made.Reso lut ion: The company should be paid for this work it has performed. Further work for this customer would notbe an option.Beth [redacted]B & D Pool & Spa
Complaint ID# [redacted] received your letter dated April 26 stating that the issue regarding the above Complaint number was resolved.The following day I received another letter regarding the same complaint. The customer obviously felt another more extensive complaint was necessary.Upon reviewing this second complaint from the customer, I find he is only repeating, embellishing and further offering misinformation in regards to this situation.After the interviews conducted with all the employees involved with this issue the conclusion remainssame as before - that with the explanation given to the customer he knew a "cleaning" of this poolcould not be done at that time, he knew a "cleaning" did not take place. He knew the price he wasbilled could never be for a "cleaning".I've now decided that my first response I made regarding this complaint was detailed enough tosupport any evidence of wrong doing on our part.I adjusted the first billing back in October 2015, with the customer in agreement.I believe the current remaining balance should be paid.Beth [redacted], Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer reviewed appear below.We requested a clean pool and equipment inspected for working condition. Quoted $500 to have it done. Our pool remains unclean and equipment uninspected. You cannot deny us having several conversations with both Dee and your new employee about exactly that. Cannot bill us for something we neither received, nor for something you are trying to impose upon us. I've found several reviews online from disgruntled customers over similar issues. Obviously incidents like this are not isolated to us. We have hired another crew to do the job we hired you to do. We're not paying you for something we have to pay someone else to actually accomplish. We suggest you support your customers and listen to them, we wouldn't be here if you did. And it's extremely lousy for you to now say you wanted to charge us $1,000 when you know it was $500. And worse that you've "interviewed" all 2 of your employees so they can conveniently cover themselves or you with what we both know are even more falsehoods. - We're done. This has been such an enormous waste of our time. - Why is it so difficult for you to just do an honest business?Regards,[redacted]
We have arranged a meeting with the customer, Ms. [redacted] in regards to her complaint about the swimming pool issues for next Tuesday the 23rd.Whatever resolution is made at that time I'll notify you.I am sending pictures we have taken of the original pool that wasset up when we first looked at the...
area and of the set up of the new pool and the finished pool. These photos will give you more of an idea of the whole location and set up.Thanks,Beth [redacted]