Initial Business Response / [redacted] (1000, 6, 2016/01/21) */ I am confused about Mrscomplaint since Mrdid not seem upset when he contacted our office on Friday, January 8thHe appeared to be happy with the work we did with the skimmer I am attaching copies of their statements dated December 1, and January 1, as you can see we DID NOT charge to take measurements for a pool cover, to winterize or un-winterize the pool equipmentNor have we charged a late fee as claimedWe only charged for blowing out a clogged skimmer line As soon as this issue was brought to my attention I made sure they were credited back $for the WORK WE DID.I am attaching copies of the documents showing their credit card charge on January 8th as well as the refund on January 11thI am also attaching a diagram summarizing our visits, time spent and charges as well as the supporting GPS history I am hopeful this issue will be resolved soonThere are eleven pages of documents attachedIf you have additional questions, please feel free to contact me at the number provided Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The work that was done on the skimmer has never been the issue in questionYes, the work was completed and we are happy that we were able to get that resolved and we would have been happy to pay for that time and that time onlyHowever, when the bill came in we were charged $which includes time for services that were never ordered First and foremost - we have a recording of the last call between Mr and the lady representing Johnson PoolsThe quotes given below are in reference to that phone call and the audio file can be made available as needed In regards to the documentsThe second one does not match the invoice that was receivedThe January invoice we have includes a bold red area which shows that the invoice is LATEYou are correct, there is actually not a late fee incurred on that invoice, however we had to call the pool company back in regards to a matter they promised they would look into and provide an answer for(This is admitted by JP in the recorded call)Had we continued to wait, we surely would have eventually received a late feeWe willingly reached out and ultimately paid the bill to avoid the threat of incurring additional charges Because there was extra service performed on the pool we specifically requested an itemized invoice to which we were told they would not be able to provideWe had no way of knowing exactly what made up the $charge - especially when we were quoted that it would be $ Based on the items that have been provided, the GPS shows that Johnson Pools was on property for a grand total of hour and minutesThe first visit (for the skimmer and closing the pool) was hour and minutes with the second visit (to UNDO the work to close the pool) lasting a total of minutesThey are ASSUMING that minutes of the initial visit were spent closing the pool simply because this is the same amount of time it took to UNDO the work upon their returnJohnson Pools claims in the audio that they were on property for hours and they act as if they are doing us a favor by "only charging us for an hour and a half" - which is longer than the first stop itself - which again, included time spent on work that was NOT REQUESTEDThis is not a discount or a means to do right by the customer Furthermore, in the phone conversation, Johnson Pools goes on to say that the Repair Manager explained to Mr"they didn't charge you for the measuring of the coverIt can either be a wash or they can take away a little bit and then add the $for the cover - for coming out and measuring for the cover and not going with the bidNormally it would be the $and then another $for the measurement of the cover that we didn't go with the estimate - so $would the account balance." So admittedly, IF they were to take away a measly TEN MINUTES to bring the charge to $(as it was originally quoted) then they would be forced to charge us an additional $because we didn't go with their company on a pool cover bidThis is not the type of business we will work with in the futureWhile we appreciate that the money was refunded, we would have much rather paid for services that were actually requested, provided with the proper documentation when we asked for it and ultimately given the benefit of the doubt and provided with a higher level of customer service considering the company did work that was NOT asked for, then turned around and initially made the consumer feel like they were getting a DEAL on the charges before being threatened with a higher level of charges because we didn't choose their company for a separate project Final Business Response / [redacted] (4000, 11, 2016/02/08) */ When this was brought to my attention 1) We apologized 2) We refunded all the money ($135) 3) They got some free work Why are they still mad? The phone conversations could have been handle better on our partI apologize again! But, in the end they were charged only for the work they approvedI get it, they do not feel like they got $worth of valueBecause of this, we refunded their moneyWe always want our customers to feel like the are getting their money's worth We regret missing this opportunity to gain another satisfied customerWe have used this unfortunate incident to improve our customer communicationsHopefully, minimizing these types of misunderstandings going forward I feel we have been fair and reasonable in resolving this issueI consider this matter closedI sincerely hope the customer feels like she has been heard
Initial Business Response / [redacted] (1000, 6, 2016/01/21) */ I am confused about Mrscomplaint since Mrdid not seem upset when he contacted our office on Friday, January 8thHe appeared to be happy with the work we did with the skimmer I am attaching copies of their statements dated December 1, and January 1, as you can see we DID NOT charge to take measurements for a pool cover, to winterize or un-winterize the pool equipmentNor have we charged a late fee as claimedWe only charged for blowing out a clogged skimmer line As soon as this issue was brought to my attention I made sure they were credited back $for the WORK WE DID.I am attaching copies of the documents showing their credit card charge on January 8th as well as the refund on January 11thI am also attaching a diagram summarizing our visits, time spent and charges as well as the supporting GPS history I am hopeful this issue will be resolved soonThere are eleven pages of documents attachedIf you have additional questions, please feel free to contact me at the number provided Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The work that was done on the skimmer has never been the issue in questionYes, the work was completed and we are happy that we were able to get that resolved and we would have been happy to pay for that time and that time onlyHowever, when the bill came in we were charged $which includes time for services that were never ordered First and foremost - we have a recording of the last call between Mr and the lady representing Johnson PoolsThe quotes given below are in reference to that phone call and the audio file can be made available as needed In regards to the documentsThe second one does not match the invoice that was receivedThe January invoice we have includes a bold red area which shows that the invoice is LATEYou are correct, there is actually not a late fee incurred on that invoice, however we had to call the pool company back in regards to a matter they promised they would look into and provide an answer for(This is admitted by JP in the recorded call)Had we continued to wait, we surely would have eventually received a late feeWe willingly reached out and ultimately paid the bill to avoid the threat of incurring additional charges Because there was extra service performed on the pool we specifically requested an itemized invoice to which we were told they would not be able to provideWe had no way of knowing exactly what made up the $charge - especially when we were quoted that it would be $ Based on the items that have been provided, the GPS shows that Johnson Pools was on property for a grand total of hour and minutesThe first visit (for the skimmer and closing the pool) was hour and minutes with the second visit (to UNDO the work to close the pool) lasting a total of minutesThey are ASSUMING that minutes of the initial visit were spent closing the pool simply because this is the same amount of time it took to UNDO the work upon their returnJohnson Pools claims in the audio that they were on property for hours and they act as if they are doing us a favor by "only charging us for an hour and a half" - which is longer than the first stop itself - which again, included time spent on work that was NOT REQUESTEDThis is not a discount or a means to do right by the customer Furthermore, in the phone conversation, Johnson Pools goes on to say that the Repair Manager explained to Mr"they didn't charge you for the measuring of the coverIt can either be a wash or they can take away a little bit and then add the $for the cover - for coming out and measuring for the cover and not going with the bidNormally it would be the $and then another $for the measurement of the cover that we didn't go with the estimate - so $would the account balance." So admittedly, IF they were to take away a measly TEN MINUTES to bring the charge to $(as it was originally quoted) then they would be forced to charge us an additional $because we didn't go with their company on a pool cover bidThis is not the type of business we will work with in the futureWhile we appreciate that the money was refunded, we would have much rather paid for services that were actually requested, provided with the proper documentation when we asked for it and ultimately given the benefit of the doubt and provided with a higher level of customer service considering the company did work that was NOT asked for, then turned around and initially made the consumer feel like they were getting a DEAL on the charges before being threatened with a higher level of charges because we didn't choose their company for a separate project Final Business Response / [redacted] (4000, 11, 2016/02/08) */ When this was brought to my attention 1) We apologized 2) We refunded all the money ($135) 3) They got some free work Why are they still mad? The phone conversations could have been handle better on our partI apologize again! But, in the end they were charged only for the work they approvedI get it, they do not feel like they got $worth of valueBecause of this, we refunded their moneyWe always want our customers to feel like the are getting their money's worth We regret missing this opportunity to gain another satisfied customerWe have used this unfortunate incident to improve our customer communicationsHopefully, minimizing these types of misunderstandings going forward I feel we have been fair and reasonable in resolving this issueI consider this matter closedI sincerely hope the customer feels like she has been heard