Demaray Pool Supply, Inc.

After our investigation, we find the work performed was completed properly. The seals and gaskets were replaced to stop water from damaging the motor any further; however, there could be some damage to bearings and internal...

motor components (life reduction)from the failed parts. Motor was tested on a bench (not under load) and passed. Customer held phone to pump after customer re-installed and no noise was heard by our technician over the phone. Despite no noise, we made two offers to the customer. (1) Bring pump in and we can take another look; however, the only way to stop bearing noise on a booster pump is to replace the motor or pump. Bearing jobs do not work on booster pump motors. These motors are designed this way and considered throwaway units. (2) Bring in the pump and we can put the old parts back in and return the new parts. In addition, despite properly repairing his booster pump, we informed the customer that we would also refund the labor. Customer refused both options. Customer his only happy if he gets to keep the new parts and not pay anything. This is not acceptable and we have offered him several options. Also, if the customer still feels the pump is noisy, we will offer the customer a third option. We can sell him a new booster pump of a better quality brand at a sale price $309 less the refund of parts only ie turn in old booster pump so we can remove new parts. I can extend this until April 4th, 2014. After April 4th, we will consider the transaction completed and final. Note: A booster pump will also be noisy if the pool cleaner is not attached to the wall of the pool. In most cases, this pump needs back pressure. We apologize for the delayed response. We received your Revdex.com letter on March 19th and needed to review shop documents, documented communication notes with the customer and interview staff involved in this transaction. Have a nice day.

Review: Inappropriate bill after no services performed despite my 2 phone calls to cancel the appointment the day prior

I scheduled a pool service call for Friday 24 May. On 23 May, I called to cancel this appointment by calling the X XXX XXX XXXX and XXX XXX XXXX phone numbers and 5:25 and 5:26 PM. Both numbers were busy and I was unable to leave a message.

The following morning, I received a call from their office at about 9:20 am that the service technician was waiting at my house at 9:00.

I told them that I called both numbers above the day before but got busy signals. The employee explained that I would be responsible for a $95 payment due to failure to show. I asked to speak to her manager, who was unavailable. I requested a call from the manager, which did not happen. I then received a bill dated 30 May for $95. I called back and asked to speak to the manager about this. 12 phone calls later(including a number that were unsuccessful once again due to a busy signal), I finally was able to speak with the manager this morning. He stated he was surprised I was unable to get a hold of him and heard no issues of this in the past. I asked him if he actively reviewed his phone processes to determine if phone calls were not getting through, for which he stated no. I then discussed how one may not recognize a problem unless he or she actively looks for it. I recommended a review of his phone system. Further, I recommended he consider calling the client the same day prior to driving to the site to ensure the client is still available. Further, when the technician is at the site at the appointed time and the client is not available, I recommend a phone call to the client immediately rather than waiting 20 minutes. The manager stated that it is rare for a "no show," which I find interested as I hear from other contractors that this is one of their biggest issues. Further, he reiterated multiple times that he was surprised I couldn't get in touch with them and seemed to suggest that I may not have been honest about the situation. I discussed with him that proper business practice would be to assume the customer is being honest until proven otherwise. He stated he does not assume anything and wants to see black and white. I told him I have a phone record to prove that I called the above 2 numbers the night before to cancel. He then stated he would bring this issue to a collection agency.

I provided due diligence in cancelling the appointment. It is not my issue that despite 2 phone calls the day before to 2 different numbers that his phone system was not working. Further, I provided a number of business pearls to help him improve his product. Despite this advice, he decided to threaten me with reporting this bill to a collection agency.

An appropriate response would be for the company to cancel the bill and request no payment from me.Desired Settlement: cancel all charges

Business

Response:

Business' Initial Response

To whom it may concern,

[redacted], a new customer, called the Service Department on May 22, 2013 to schedule a repair for some of his pool equipment and an instructional, which was scheduled for May 24th. During this call, Mr. [redacted] was informed of the billing rate of $95 for his area, as well as the $95 no-show fee. The fee is applicable when a customer does not come to the appointment as previously agreed upon, does not leave access to the site as previously agreed upon, or when a customer fails to cancel an appointment that is no longer needed.

Customers have the choice between a morning appointment (9:00 AM-12:00 PM) or an afternoon appointment (12:00 PM-4:00 PM); we are unable to schedule certain times (ex. 10:00 AM, 1:30 PM). When Mr. [redacted] scheduled his appointment, he was adamant that our service technician, [redacted], be there at 9:00 AM sharp. Normally, we are unable to guarantee this, however, because it was the first appointment of the day we agreed. [redacted] arrived early, at 8:45 AM, to assure he was there at 9:00 AM sharp. No one was home and [redacted] called the Service Department at approximately 9:10 AM to inform us that Mr. [redacted] was not home. [redacted] left Mr. Barons house at 9:16 AM, after waiting 30 minutes. A Service Department employee, [redacted] called Mr. [redacted] and was told that he was canceling the appointment. [redacted] informed Mr. [redacted] that he would be billed for the no-show fee, which he immediately stated that he was not paying. He also stated that he wanted to speak with the Service Department manager.

[redacted], the office manager spoke with Mr. [redacted] and also explained that he was being billed the no-show fee because our technician was on site for 30 minutes. He was not happy with this and insisted on speaking with [redacted], our Service Manager. A phone appointment with [redacted] and Mr. [redacted] was set for the following morning.

During his conversation with [redacted], Mr. [redacted] stated that he had attempted to cancel his appointment the day prior by calling the Service Department but received a busy signal and was unable to leave a message. Mr. [redacted] indicated there may be a problem with our phone and/or answering machine. He had also suggested this to [redacted], who immediately after their conversation had called the Service Department phone line with her personal cell phone. She was successfully able to leave a message. Mr. [redacted] is the only customer to have ever mentioned problems with our phone lines. Consistently, other customers are able to call in and/or leave messages.

Also during the phone appointment, [redacted] attempted to compromise with him-we would only charge him for the time we were on site, half an hour, $47.50. Mr. [redacted] declined this compromise and still refused to pay.

Mr. [redacted] claimed to have called at 5:25 PM and at 5:26 PM, receiving a busy signal both times. The two numbers Mr. [redacted] called are the same line: one toll free, and one not. The Service Department closes at 5:00 PM, but we have an answering machine for those who need to leave a message, such as in Mr. [redacted]'s case. It seems as though Mr. [redacted] had called at 5:25 PM, received a busy signal, hung up, and immediately called back. It is understandable that another customer could have called, or could still be leaving a message, which explains the busy signal. The Service Department open at 9:00 AM (Monday-Friday) and messages on the answering machine are checked upon opening. A full 'mailbox' is never an issue, as we receive only a couple of messages a day. Mr. [redacted] had ample opportunity to cancel his appointment-the rest of the evening prior, the morning of, or calling one of the stores.

Despite no-shows being most contractors' biggest problems, it is not one of ours. It is very, very rare for us to have a no-show, as most people call to cancel or leave a message after business hours the day prior to their appointment. Most months go by without having us having a no show.

Demaray Pool Supply has been in business and serving Solano County for 36 years. We would not be a thriving, flourishing business for well over 3 decades if we accepted no-shows without charge and were unreachable to our customers.

Although Mr. [redacted] legitimately owes Demaray Pool Supply the $95 no-show fee, we had reversed the charges on his account, prior to receiving his Revdex.com letter.

If you have any questions, feel free to call us at X-XXX-XXX-XXXX.

Sincerely,

Service Department

[redacted] Pool Supply

X-XXX-XXX-XXXX

Review: I brought in my pool booster pump to be repaired. I picked it up as I was told it was repaired. I hooked the supposed fixed pump up and it was still inoperable and making a loud noise and one of the parts was not screwed and secured back in. I called and the person there said to bring it back in to be looked at. I explained what a major inconvenience it is to bring the equipment back in. I asked that I receive a refund for the repair since it was not done. I was told the manager would call me to discuss a solution. No call was received the following Sunday I left a voicemail for a call back to discuss the situation. It has been over a week and no one has called to rectify the situation. Very poor customer service.Desired Settlement: I would like a refund and the owner or manager to acknowledge the work was not done correctly. Just a call back would have been reasonable.

Business

Response:

After our investigation, we find the work performed was completed properly. The seals and gaskets were replaced to stop water from damaging the motor any further; however, there could be some damage to bearings and internal motor components (life reduction)from the failed parts. Motor was tested on a bench (not under load) and passed. Customer held phone to pump after customer re-installed and no noise was heard by our technician over the phone. Despite no noise, we made two offers to the customer. (1) Bring pump in and we can take another look; however, the only way to stop bearing noise on a booster pump is to replace the motor or pump. Bearing jobs do not work on booster pump motors. These motors are designed this way and considered throwaway units. (2) Bring in the pump and we can put the old parts back in and return the new parts. In addition, despite properly repairing his booster pump, we informed the customer that we would also refund the labor. Customer refused both options. Customer his only happy if he gets to keep the new parts and not pay anything. This is not acceptable and we have offered him several options. Also, if the customer still feels the pump is noisy, we will offer the customer a third option. We can sell him a new booster pump of a better quality brand at a sale price $309 less the refund of parts only ie turn in old booster pump so we can remove new parts. I can extend this until April 4th, 2014. After April 4th, we will consider the transaction completed and final. Note: A booster pump will also be noisy if the pool cleaner is not attached to the wall of the pool. In most cases, this pump needs back pressure. We apologize for the delayed response. We received your Revdex.com letter on March 19th and needed to review shop documents, documented communication notes with the customer and interview staff involved in this transaction. Have a nice day.