When the customer called the office to complain, he was so rude on the phone that no one in the office wanted to talk to himAnswering phones and handling customer issues is a hard enough job without dealing with customers yelling at usThe last call was transferred to the manager to address the tempo of the phone conversations and it escalated to the point that the customer was told he can always call the office, but we would not talk to him if his manner wasn’t toned downOur company does not want to ‘lose’ customers, but we would accept that if it means not having to deal with condescending customer(s)We, of course, would still welcome his business.The “additional” $invoice was actually the ONLY invoice for the repair of the filterOriginally we told the customer we would consider discounting the original cost of the repair, but because of his yelling and condescending manner, the manager said not tofor the multiple filter gridsDuring the initial repair, it was discovered additional were needed as well (the top manifold)Instead of piece-mealing the parts which gets expensive, we installed the entire filter grid assembly to replace all the grids and the top manifoldThe broken parts were left on the ground intentionally (right beside the filter) so the customer could see the damaged parts that needed to be replacedWe ordered the needed parts, and had to wait for them to be delivered to usThis invoice included the price of ONE service call; there were no charges for the multiple other trips to the homeThe customer requested we meet him several times at the house, but he never showed u p for the appointments to meet usWe never charged him for these visits.The “original” charge to the customer’s credit card was for his Pool Opening Deposit and BalanceIt has nothing to do with the filter repair.Thank you,Crystal Clear Pool & Spa Services, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is just not trueAnd as I type this, issue is ongoingThe level of communication leaves an awful lot to be desired
I was told the filter grids would cost $eachWorkers came, installed and left broken parts on the lawnI was never told what additional parts would costIt took weeks to completeI was the person who wanted to speak to a manger and was screamed atI was charged an additional $on my *** card without warningI called, left voice message for an explanation on 6/**/at this point I haven't a wordI find this unbelievable that a long standing customer would be treated in this manner
They feel they can come and go as they please and don't need to provide details
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is getting quite ridiculous. As previously stated, I called for an explanation, and got none. A statement came 1 week later detailing the charges. Aside from the fact that I was NEVER told how much these parts were going to cost, I was definitely told on the first call that there would be no service call charge. $169 of this bill was a service call. Additionally, was never given the opportunity to approve/disapprove the additional work. @ $800+ perhaps I would have considered a new filter?. Judging by the comments above, "[redacted]". I was over charged out of spite. and was flat out lied to as per his own words. Icant say if I wuld have chosen a new filter but wasnt given the chance and ABSOLUTELY NEVER MADE AWARE it would be so expensive. this is absolutely reprehensible behavior.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
After reading [redacted] complaint, I want to say there is so much more to the story. I am the Service Manager, and I sent my crew to open the pool on [redacted] of May, and found that his filter needed repairs. My certified technician cleaned the filter and noticed it needed new grids. He left...
the parts on site so the customer could see they were broken. The technician reported into the office, and the office called [redacted] for his approval to replace the parts. A few days later [redacted] spent ten minutes YELLING at the young woman who called him, saying we were trying to steal from him. She listened to his condescending tone for ten minutes. He was annoyed that we left his pool equipment in “circulation mode” (which prevents the pool water from being stagnant and turning green.) He screamed that we were using HIS electricity! When we received the filter parts, we went to the pool to install them. Upon replacing the grids, another broken part was found. To expedite the issue, I (the Service Manager) sent out a COMPLETE Grid Assembly to assure the customer we were doing the right thing, and at that time (was) going to give a discount.Over the course of the next few days, [redacted] left nasty messages on our answering machine. We, in turn, left several messages on his cell phone to keep him abreast of what was going on, but no direct conversation took place. After the filter was fixed, it was arranged with [redacted] to have our lead technician meet him at his house so he could be shown what work had been done. He requested a courtesy phone call be made before the technician’s arrival. [redacted] didn’t answer the phone, and did not call back, so the technician had to leave to continue with his work load. When [redacted] finally called later in the day, he was furious we weren’t there to meet him. We told him our lead technician said he had an electrical short in his timer, but he didn’t agree with the diagnosis. He was asked to observe the pool that evening and to call the following day to discuss. On June [redacted] at 9:00 am, [redacted] called and once again started with his yelling and condescending tone, not giving my office staff a chance to interject. I had her transfer his call to me.I told [redacted] we were helping him, and I told him I didn’t not appreciate how he spoke to my staff; that they did not deserve to be treated in such a condescending manner and they did not need to be screamed at. I told him his arrogance and the way he treats my staff is not acceptable. I told [redacted] if he was not happy with our service he could go elsewhere. But I did tell him if he wants service from us, he must be polite or we will not deal with him.[redacted]s right that we billed him $628.80. However, that was for the OPENING of his pool … nothing to do with the filter. The opening prices are stated on the Opening Agreement, and he should not be surprised at the cost of the pool opening.Crystal Clear Pool & Service is a large company and we provide service as quickly as possible to ALL our customers. We try to do the best service, but there is always that one customer who cannot be satisfied no matter what is done for him. [redacted] is such a person who thinks being loud and condescending will get him what he wants.
When the customer called the office to complain, he was so rude on the phone that no one in the office wanted to talk to himAnswering phones and handling customer issues is a hard enough job without dealing with customers yelling at usThe last call was transferred to the manager to address the tempo of the phone conversations and it escalated to the point that the customer was told he can always call the office, but we would not talk to him if his manner wasn’t toned downOur company does not want to ‘lose’ customers, but we would accept that if it means not having to deal with condescending customer(s)We, of course, would still welcome his business.The “additional” $invoice was actually the ONLY invoice for the repair of the filterOriginally we told the customer we would consider discounting the original cost of the repair, but because of his yelling and condescending manner, the manager said not tofor the multiple filter gridsDuring the initial repair, it was discovered additional were needed as well (the top manifold)Instead of piece-mealing the parts which gets expensive, we installed the entire filter grid assembly to replace all the grids and the top manifoldThe broken parts were left on the ground intentionally (right beside the filter) so the customer could see the damaged parts that needed to be replacedWe ordered the needed parts, and had to wait for them to be delivered to usThis invoice included the price of ONE service call; there were no charges for the multiple other trips to the homeThe customer requested we meet him several times at the house, but he never showed u p for the appointments to meet usWe never charged him for these visits.The “original” charge to the customer’s credit card was for his Pool Opening Deposit and BalanceIt has nothing to do with the filter repair.Thank you,Crystal Clear Pool & Spa Services, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This is just not trueAnd as I type this, issue is ongoingThe level of communication leaves an awful lot to be desired
I was told the filter grids would cost $eachWorkers came, installed and left broken parts on the lawnI was never told what additional parts would costIt took weeks to completeI was the person who wanted to speak to a manger and was screamed atI was charged an additional $on my *** card without warningI called, left voice message for an explanation on 6/**/at this point I haven't a wordI find this unbelievable that a long standing customer would be treated in this manner
They feel they can come and go as they please and don't need to provide details
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is getting quite ridiculous. As previously stated, I called for an explanation, and got none. A statement came 1 week later detailing the charges. Aside from the fact that I was NEVER told how much these parts were going to cost, I was definitely told on the first call that there would be no service call charge. $169 of this bill was a service call. Additionally, was never given the opportunity to approve/disapprove the additional work. @ $800+ perhaps I would have considered a new filter?. Judging by the comments above, "[redacted]". I was over charged out of spite. and was flat out lied to as per his own words. Icant say if I wuld have chosen a new filter but wasnt given the chance and ABSOLUTELY NEVER MADE AWARE it would be so expensive. this is absolutely reprehensible behavior.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
After reading [redacted] complaint, I want to say there is so much more to the story. I am the Service Manager, and I sent my crew to open the pool on [redacted] of May, and found that his filter needed repairs. My certified technician cleaned the filter and noticed it needed new grids. He left...
the parts on site so the customer could see they were broken. The technician reported into the office, and the office called [redacted] for his approval to replace the parts. A few days later [redacted] spent ten minutes YELLING at the young woman who called him, saying we were trying to steal from him. She listened to his condescending tone for ten minutes. He was annoyed that we left his pool equipment in “circulation mode” (which prevents the pool water from being stagnant and turning green.) He screamed that we were using HIS electricity! When we received the filter parts, we went to the pool to install them. Upon replacing the grids, another broken part was found. To expedite the issue, I (the Service Manager) sent out a COMPLETE Grid Assembly to assure the customer we were doing the right thing, and at that time (was) going to give a discount.Over the course of the next few days, [redacted] left nasty messages on our answering machine. We, in turn, left several messages on his cell phone to keep him abreast of what was going on, but no direct conversation took place. After the filter was fixed, it was arranged with [redacted] to have our lead technician meet him at his house so he could be shown what work had been done. He requested a courtesy phone call be made before the technician’s arrival. [redacted] didn’t answer the phone, and did not call back, so the technician had to leave to continue with his work load. When [redacted] finally called later in the day, he was furious we weren’t there to meet him. We told him our lead technician said he had an electrical short in his timer, but he didn’t agree with the diagnosis. He was asked to observe the pool that evening and to call the following day to discuss. On June [redacted] at 9:00 am, [redacted] called and once again started with his yelling and condescending tone, not giving my office staff a chance to interject. I had her transfer his call to me.I told [redacted] we were helping him, and I told him I didn’t not appreciate how he spoke to my staff; that they did not deserve to be treated in such a condescending manner and they did not need to be screamed at. I told him his arrogance and the way he treats my staff is not acceptable. I told [redacted] if he was not happy with our service he could go elsewhere. But I did tell him if he wants service from us, he must be polite or we will not deal with him.[redacted]s right that we billed him $628.80. However, that was for the OPENING of his pool … nothing to do with the filter. The opening prices are stated on the Opening Agreement, and he should not be surprised at the cost of the pool opening.Crystal Clear Pool & Service is a large company and we provide service as quickly as possible to ALL our customers. We try to do the best service, but there is always that one customer who cannot be satisfied no matter what is done for him. [redacted] is such a person who thinks being loud and condescending will get him what he wants.