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CR Pool Service

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CR Pool Service Reviews (1)

Review: on or about November 2, 2012 I contacted CR Service to tell me what's wrong with my hot tub. I arranged it so I could meet with the Service man whenever he was available. On the day of the appointment I met him at my home over the hot tub. He said he would need at least 30 minutes to look at it to figure out what's wrong with my Hot Tub and then go over it with me. But he left instead. When I call to find out what it happened I was told it would cost $145.00 for them just to tell me. That's not the arrangements we made. CR pool and spa service was hired to perform an exact service that they absolutely did not do. It would be absurd to pay for services that were not never rendered. This is nothing more than a very poor attempt to defraud me.

Desired Settlement: CR Spa Service should/must fulfill their agreements

Business

Response:

Business Response /* (1000, 5, 2013/03/20) */

Contact Name and Title: [redacted], owner

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted].net

On October 31, 2012 we were contacted by Mr. [redacted] to come out to evaluate his hot tub because there were dashes (watchdog) on his diplay. On November 5, 2012, we went out to Mr. [redacted]'s house and we did the evaluation. Mr. [redacted] left the property while we were evaluating the spa saying he needed to go back to work. He was not there when we finished the evaluation to pay for the service call which he was aware was due that day. It is $135 plus tax, total of $143.57. We do NOT do free evaluations. Since the service call was not paid for, we do not give out our findings. We will be happy to do that as soon as the service call is paid. This account happens to be in collections at this time for lack of payment. Not only did we do our evaluaion but we drove an hour to get there. On November 6, 2012, I left a message for the customer to call me so we can collect payment and give the full diagnosis and estimate to repair the spa. On November 8, 2012, Mr. Castellano returned my call asking what was wrong with his spa. I explained to him we did have all the information but the service call for the evaluation needed to be paid first. He said he would be in touch and we have not heard from him since. The reason we take payment at the time of the evaluation is that many customers call and have us do an evaluation, we tell them what is wrong and then fix it themselves and never pay us. It is now our policy to collect upfront. If he had stayed at the property while we were there, he would have received all his information that day.

Consumer Response /* (3000, 15, 2013/04/03) */

PLEASE NOTE FROM THE CORRESPONDENCE BELOW, THAT I ATTEMPTED TO RESPOND ON MARCH 22 - BUT APPARENTLY, YOU DID NOT RECEIVE THIS. KINDLY READ AND TAKE INTO CONSIDERATION AND I WILL FOLLOW UP ACCORDINGLY.

From: [redacted]

Date: March 22, 2013, 9:44:21 AM EDT

To: [redacted]

Subject: Draft Response

In response to CR Spa Service's allegations, it is important to note the pertinent facts:

1. I never agreed to prepay for anything. There is no contract or evidence of them even telling me this. Furthermore, I have done business with them in the past, and this was never the case. So if they have changed their policy, I was unaware.

2. While I was home when the tech arrived, I certainly did not stand over his shoulder after he told me it would take 30 minutes to diagnose the problem. When I went to check up on him, he was gone. How do I even know he looked at my hot tub? If their policy is to collect money from customers up front, why did he leave???

3. I immediately called him and was told I should call the office. At that point, the office refused to discuss any details of my problem until I paid them. Sounds like blackmail.

4. Their statement claiming they charge upfront is to prevent people from making a repair themselves is not a reputable business practice. Had I known, I never would have called them, since every other company provides free estimates.

5. The fact that they had to drive one hour to my home is not my fault, nor my problem. They knew where I lived when they accepted my call, and that is not a factor by any means in this case. I am not responsible for their travel time.

Business Response /* (4000, 17, 2013/04/05) */

I will respond to all items 1-5.

1. This customer was aware and did agree to pay for our service call. The "pay at the time of service" policy went into effect on May 1, 2012.

2. Again I will state, the customer LEFT the property before we were done with the evaluation. He was NOT there to collect on our service call. I am not sure why he keeps stating that we left before him. That is just not accurate.

3. The work order was left for the customer stating he needed to call the office. He called us 3 days later and we told him he needed to pay for the service call. NO Blackmail.

4. It is a very common practice to get payment at the time of service. We did not ask him to pay it before we evaluated the spa, only after. There is not another spa company in CT that we are aware of that gives free estimates.

5. Built into the customers bill is travel. Every customer gets charged for our travel. Most comapanies now charge for travel.

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Description: Swimming Pool Service & Repair

Address: PO Box 4093  411 Church Street, Wallingford, Connecticut, United States, 06492

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