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Budd's Pool Company, Inc

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Reviews Budd's Pool Company, Inc

Budd's Pool Company, Inc Reviews (6)

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

Got an estimate from Budd's Pools for $75/hour for labor. They claim they've gone paperless, so I received no written copy. After the work was finished I was charged double. They changed their story and said it was $75 for 1/2 hour. Since there's no paper, they can say whatever they want. Was promised a final bill (after I paid in full) by email. Three days later, no bill. Bait and Switch. Charged $300 labor & service call for 40 minutes of work. Rip off.

Review: On Saturday, 8/30/14 technicians were requested to repair a hose leading into the pool. Technicians were paid to open and close the pool for calendar year 2014. In May, 2014 my pool was opened. The opening required all hoses to be connected properly. In August, 2014 the hose leading from the chlorinator came off . The connection between the chlorinator was also damaged which resulted in chlorine escaping into my yard. The technician arrived at my home with the understanding that no one would be present ( wife/son had gone to PA and I was working 50 miles away). When I arrived home I found my pool motor operating. Inspection of the motor and timer revealed the time to be broken. The pool motor was plugged directly into an exterior outlet while the timer was unplugged. I reattached all plugs correctly and discovered the time dial to be broken and unable to be set. As a result I was forced to order a new timer to replace the broken one. I then found a bill for service in the amount of $100.00 stuffed in my curbside mailbox. I called Budd's pools and advised them of the situation. They denied breaking the equipment or being responsible for the hose coming off attachment. On Thursday, 9/11/14 I received a check in the amount of 187.25 and a letter explaining they were not going to honor the closing of my pool. However, the letter states that "the pump and timer were unplugged" by the technician and he proceeded to make the repairs. He then re-plugged the pump plug into the outlet and let it run. There was absolutely no reason to unplug the timer and pump since the hose and chlorinator are water filled and operated and pose no electrical threat. The technician was unfamiliar with the timer and broke it attempting to make it work. I have attempted to settle this amicably but they have failed to accept responsibility for damage.gDesired Settlement: Seeking full reimbursement for the cost of new timer and installation of same in the amount of 175.00. Require full explanation and justification of 100.00 service charge for 10 minutes of work. Letter of apology from company for denying responsibility.

Business

Response:

Mr. [redacted] purchased his pool from us in 2012. On May 23rd 2014 Budds opened the swimming pool. At the time of service, everything was operating correctly. Over 3 months later our service department received a phone call from Mrs. [redacted] (Saturday August 30) requesting a service call to fix a hose that had come off of the pool. We dispatched a service tech that same day to make the repair. Upon arrival, the service tech found the pool pump unplugged from the electrical outlet. There was a pump timer that was not plugged into the outlet that our tech assumed was not being used at the time. The tech proceeded to reattach the hose that had come off of the pool. He then ran the filter system and checked for leaks. During the repair Mrs. [redacted] left home and did not return. Upon completion of the repair (with nobody home to speak to about the repair or answer any questions ) the tech left the bill in the mailbox. The following week, our service department got a phone call from Mr. [redacted] complaining that he felt that the service call should have been done for free and that our service tech "broke" his timer. He stated that when he left for work that morning the pump was plugged into the timer and was working. When our assistant service manager [redacted] tried to explain to Mr. [redacted] that the service call was not "free" and that Mrs. [redacted] was aware of that when she made the appointment, Mr. [redacted] became very angry and began cursing. He refused to pay for the service and accused our service tech of breaking his 3 year old timer. I later made a phone call to Mr. [redacted] to speak to him about the problem. With regards to his timer, I suggested to him that when the hose blew off and was spewing 80 gallons a minute all over the yard ,was it "possible" that whoever was home at the time panicked and unplugged the pump from the timer to shut off the system ? I also tried to explain that our service tech said that when he arrived at the the job that he found the timer unplugged from the pump. (and assumed that it was not being used) As far as paying for the service call ($95.00) when Mrs. [redacted] called for service and was told that it was a billable call, she had the opportunity to say no and just wait for Mr. [redacted] to come home and take care of the problem...Budds provided "same day" emergency service on a Saturday and fixed the problem. Mr. [redacted] believes that just because we opened his pool back in May, that anything that goes wrong at anytime is somehow "our problem". After our assistant service manager [redacted], discussed Mr. [redacted]'s complaint with me, it was decided to credit Mr. [redacted] for the service call. We also refunded his prepaid closing deposit. With regards to the timer issue, NOBODY was home to speak to our tech. The timers have a one year factory warranty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the timer was in perfect working order the day of service. In, fact, it was working up till the point of leakage discovered at the clampped connection. Apparently the clamp was not secured tight enough at pool opening which caused it to become disengaged from the inlet. The pool pump was then shut off using the manual on/off switch located on the pump motor by my wife. This was accomplished via directions over the phone with me. I doscovered the damaged timer upon my arrival home later that night. Inspection of the timer revealed the rotating clock mechanism to be completely pushed inward which in turn prohibited it from fuctioning properly. To suggest my wife was responsible is totally ridiculous especially when all that needed to be done was the touch of a rocker button on a pump that was not near the timer. Company is unable to provide an explanation as to how the plugs became unpluuged from their respective outlets. The only was possible was through the technician since the pump was operating AT THE TIME my wife called me. I heard the pump shut off as she turned it to the off position so there would be no need to touch the timer or unplug the plugs! Pump and timer will not operate if the switch is in the "off" position. Company refuses to accept responsibility for the damage to property despite overwhelming evidence to the contrary. In the absence of any reasonable explanation the company would have me believe that someone entered my yard (which is proteceted by a 6 foot high, solid fence) and purposely damaged the timer. They certainly do not stand by their workmanship. Their response does not indicate a valid explanation for a 100.00 service fee as well. I requested a breakdown of the fee to see exactly how and why such a high fee was being spent for a 10 minute job of re-attaching a clamp to a hose.

Regards,

Business

Response:

In an effort to bring resolution to this complaint ( nobody was present in the backyard to confirm our techs statement that the timer was unplugged upon his arrival ) Budds will agree to reimburse Mr [redacted] for the timer. In speaking with Mr. [redacted] he said that he purchased the timer online. The going rate for an Intermatic heavy duty twist lock above ground pool timer is $47.00 including shipping on [redacted]. Upon submitting proof of purchase for the timer, Budds will issue a check up to $50.00 to Mr. [redacted]. With regards to Mr. [redacted]'s questions on the service call performed on Saturday August 30th, that invoice was already credited in full. Budds Pools strives to meet or exceed every customers expectations. We do apologize for not being able to so in this case.

Review: I opened my pool Memorial Day weekend and noticed my liner was detached. My pool is only 2-3 years old this would be my third summer with it.. I called budds pools the next day and described the problem and they gave me a date of repair in two weeks. I said I have my daughters pool party June 20th and really needed the pool by then. The claimed I could still use the pool so I did then the liner fell down completely. Call back again they said they still couldn't come out and talked me through fixing it myself, I could not do it. So the liner sat there for two weeks til my appointment. When they finally have the guy come out he does nothing and tells me they can't fix it right now I gotta wait 2 more weeks. So it's June 18th and they come out again and start trying to fix the pool and claim the liner is bad now and I need a new one and want to charge me $1000. I said the liner is bad cause you guys told me to use the pool and it fell then it sat here for a month so why should I have to pay for this.Desired Settlement: I would just like my pool fixed and no charge since it is only 3 years old and budds pool is the one who made it worse

Business

Response:

On Saturday June 27, [redacted], our aboveground construction manager spoke to Mr. [redacted] and resolved the complaint submitted on 6/23/2015.

Review: We purchased a new liner for our inground pool in June of 2009. Since the summer of 2010, we have been refilling our pool with water due to the holes that have developed in the deep end of the pool. Last summer, 3 holes were found and the hose was ran at least twice a month through the summer season and during the past winter the hose was ran twice to refill the pool to make sure that the liner does not collapse. We have contacted Budds Pools in the past but was told that the warranty would cover holes and tears at the seams. The liner is pulling away drom the drain also. I understand if the holes were occuring in the shallow end but its not. Last year, a hole was found about the size of a quarter. When we went under the water to patch it we realized that the liner's thickness is no more than a pool floatie. Now from my understanding the liner is supposed to be between 20-27mil. So how is it that it is that thin? We have recently contacted Budds a few times but seem to get nowhere. So far the manager hasnt called us back after 2 phone calls and an actual appearance in the store. We cant afford another liner! Especially because we are STILL paying the credit card the last liner was put on. All we want is for Budds to fix or replace it! Instead all we have gotten from Budds and Lathum ( the Liner Manufacturer) is that its not there problem!Desired Settlement: All we would like is for Budds to replace our liner for us. It has been only 6 years since the liner was installed! We understand that glass, rocks and sharp objects cause rips and tears but when the liner is developing holes on its own, we should not be the blame.

Business

Response:

The inground liner that [redacted] purchased in 2009, has a manufactures warranty that covers "seam" separations only for a period of one year. That being said, our service department has been in contact with [redacted] to set up a service call (after the pool is opened) at no charge to see what we can do to help.

Review: [redacted]'s Pools installed my pool in August, 2011. The chlorine generator, which is still under warranty, was already replaced once, and failed again near the end of last summer. At the time of my pool closing last summer, the technician agreed that the unit was, once again, defective and would be replaced at the opening of the pool this year. At the opening, we were told that the unit is on back order. After repeated calls, I was informed that the unit was no longer available and that there are no compatible units that they can install with my system. At this time, I was told that the entire system would need to be replaced and they would provide me a credit for the value of the defective unit, but I would need to incur an additional cost of $1,200. I explained that I should not be held liable for the cost of replacing the system if it is under warranty and is not working. I was told that the service manager would return my call to discuss options. I have not heard from the service manager in over a week. I am now dealing with a pool that does not generate any chlorine (and, thus, turns green regularly) and incurring the additional cost of having to manually add chlorine each week. I do not feel that I should need to incur any additional cost for a defective system that has failed twice while under warranty. I would have preferred to work this out with the store, but my business is obviously not terribly important to them.Desired Settlement: I would like the system replaced with all functioning parts at no additional cost to me. If they are able to locate a unit that is compatible with the overall system, I would settle for that as well.

Business

Response:

I spoke to Mr. [redacted] on Sunday July 27th. The salt system that came with his swimming pool carried a one year manufactures warranty. The system is out of warranty by over a year... In the interest of good customer relations, [redacted]s will replace the entire system at no charge to Mr. [redacted]. This complaint has been settled. Thanks, [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

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Description: Swimming Pool Contractors, Dealers, Design, Swimming Pool Equipment & Supplies, Swimming Pool Service & Repair, Spas & Hot Tubs - Dealers, Spas & Hot Tubs - Service & Repair, Spas & Hot Tubs - Supplies & Parts

Address: PO Box 5570, Deptford, New Jersey, United States, 08096

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