6-21-17 [redacted] sent her 2 small children into my store with a sample of her pool water to be analyzed. The last analysis we had performed for this customer was on August 5, 2016, so it was apparent that she is not a regular customer since water analysis need to be performed once per...
month. I asked the children if they knew what chemicals their mother had, and asked if she had Alkalinity Increaser. The little boy ran outside and asked his mother if they had Alkalinity, then came back inside and said that she had bought everything she needed earlier this year, but not from my store. I ran the analysis through my lab and asked if she had Phosphate Remover and Clarifier. (See Attachment 1 – Water Analysis) The little boy ran outside and asked his mother, then came back in and said, “No.” so I got the 2 products and he gave me his mother’s credit card. I ran the card and told them their mother had to sign. The little girl took the receipt out and had her mother sign, which I watched, then brought the signed receipt back into the store. (See Attachment 2 – Sales Order and Attachment 3 – Signed credit card receipt) Shortly after, the mother came angrily into the store, sat the Clarifier on the counter and demanded a refund stating that her son had told me she already had this. The son was there and said he had told me the pool was cloudy and that they had clarifier. I corrected him and reminded him that he had not told me that and that I had specifically asked him if his mother had Phosphate Remover and Clarifier, and he came back in and said simply, “no”. I showed her the sign on the wall at the counter that states “All Sales Final”, and told her that I would allow her to exchange the Clarifier for something of equal or greater value to replace it. (See Attachment 4 – All Sales Final Sign) [redacted] said she just wanted her refund because she did not need the clarifier. I told her we do not make refunds and all sales are final as stated on the sign at the counter. I again told her I would allow her to make an exchange and suggested to her that she should really be the one to come into the store instead of sending her small children. She said she would not be back in my store and was going to report me to the police. At that time, I stopped everything I was doing and told her that the product was hers since all sales are final. She said she was going to talk to the owner. I told her, “I am the owner”. She said, “Oh no you’re not! I know Tommy D[redacted] and talk to him often. He’ll get YOU straightened out!” and she stormed out the door. She sat in my parking lot on the phone for some time. Then she came into the store, put the bottle of Clarifier on my counter and said, “I’ve reported you as a fraud and called the police. You have your product. I don’t have it anymore.” And she stormed out again. My mother, who works with me in the store, was witness to this entire event. The police never came. I received a call from her credit card company and explained what had happened. They understood, but said there was nothing they could do if she decided to dispute the charges. I told them I would handle it if she did. [redacted]’s Clarifier is still sitting at my store with her name on it and marked “SOLD”. She may send someone to pick up the product, but she is not allowed back into my store due to her violent attitude toward me. Pat R[redacted] Dixon Pool & Spa, Inc. 122 Alamance Road Burlington, N. C. 27215 [redacted]
In June, 2017 we were contacted by this customer stating she had a leak in her pool. Although our schedule was extremely booked, I worked her service in as an Emergency Service call for June 23rd. Our service crew was unable to get to her pool until a few days later. Homeowner was...
charged for only one hour of the 3 hours that it took to find the leak and repair it. The invoice was dated July 13, 2017 and states that the terms are “Net 10 Days From Date of Invoice” (See attached Exhibit A). Payment in the form of a check was received in our office on August 5th, over 2 weeks from the due date, however, finance charges were forgiven and the check was deposited. Thereafter, on August 14th, this customer’s check was returned by the bank as Insufficient Funds (See attached Exhibit B). No call had been received by our company from the customer advising us to expect this returned check, so I called this customer to request reimbursement for the no good check. Customer stated she had some issues with the bank and that she would send a cashier’s check for the amount due. That check was received several days later and the account cleared. On September 22, 2017, this customer contacted our office again stating that her pool was extremely green and that she wanted us to clear the water up and then close the pool. I advised her that this would require at least 3 trips to her home, explaining the process that would need to be taken for each trip, and told her that I estimated the job to be around $500 to $600. She said whatever it took, she wanted the pool cleaned and closed. I advised that I would be happy to book the service for her, but that due to the returned check we had received for our previous visit, our policy is to get a credit card number over the phone and that this and any future service and parts will be charged to that credit card. She stated she understood. At that time she gave me her credit card information. I then scheduled and advised this customer of the dates of service. Services were rendered, the pool water was clean and clear and the pool was winterized and closed. (See attached Exhibit C) Once service was complete, we applied those charges to her credit card per our agreement. On October 5, 2017 I received a call from this customer who was extremely irate stating that we had charged her credit card and she needed to pay other bills that were more important first. I reminded her that her agreement with us was to pay for these services as they were rendered. She was very mad, told me she didn’t see how anyone could deal with me, made other rude and unnecessary remarks and said she should have gotten a copy of the bill before it was paid. I told her that a copy of the statement had been mailed to her together with a copy of the credit card receipt for payment. She said this had really put her in a bind on her mortgage payment, so, in kindness, I agreed to credit the charges back to her credit card on the condition that she pay this account on or before October 15th, which would be 10 days from the date of the invoice. She said that she would. The charges were returned to her credit card and I waited for payment. After not having received payment from this customer, on October 19, 2017 I called and received this customer’s voice mail. I left a message for her to return my call before 3 pm, advised on the message that her payment was past due and that this account needed to be closed out today. After I did not receive a return call from this customer, I ran her credit card for the amount of the charges. This customer never returned my call. On October 31st , nearly a month after this service was rendered, I received a call from this customer stating that her pool cover had fallen in and that she wanted our service crew to come back, clean the pool again and put the cover back on. She stated she was unaware that she needed to suction any standing water off the top of the cover and that the leaves and other debris had collected on the cover causing it to fall in. I told her that it should have been obvious to her that the debris and water was heavy on the cover and that it needed to be removed and asked her why she hadn’t contacted me sooner to find out how to remove the debris and water if she didn’t know how. She kept repeating that she was a new pool owner and wasn’t aware the weight on the cover would pull the cover in. I told her I have never in 39 years had a customer who didn’t figure out on their own, or call and ask if we had anything to remove standing water from the cover. She asked me if we would “stand behind” our work and come back out, clean the pool and cover it at which time she would buy a cover pump from me. She stated she was not willing to pay for the cleaning or covering of the pool. I told her that I always stand behind our work, but that in this instance, when it rained the many hard rains we had experienced as a result of all the tropical storms and hurricanes this season, this was not due to a failure of our service. Our service was properly performed and I would not work for her free of charge. She asked how long it would take to clean the pool. I told her I had no idea how much debris was in the pool and therefore how much time it would take and chemicals it would take, to clear the pool up again if it had all fallen into the pool as she stated. I told her that due to our previous experience with her writing a bad check, refusing to pay as promised and refusing to pay on time per agreement, I was not willing to perform any further services for her and had already marked her file noting “No Further Service”. She said she was going to report me to the Revdex.com and I told her that was fine, but that we have done all we will do for her. At this time our company is not in a position to perform further services for this customer due to her record of bad credit with our company.
Initial Business Response /* (1000, 7, 2016/08/14) */
Customer called to schedule service on old spa not purchased from our company. We explained that we normally only work on spas purchased from our company and made by [redacted] Spas. Customer said they had a small leak and so we agreed to come out...
to make the small repair. The owner and a service technician went to the job site and met with the homeowner who stated that the leak was on the right side of the spa. The service technicians then took the side off the spa in order to get to the plumbing underneath, and explained to the homeowner that the leak was coming from a union on that side. Homeowner stated that he husband had been trying to fix it himself by tightening the union. Upon further investigation we found a crack in the union and advised the homeowner that it needed to be replaced. We further advised that due to the brand of spa and the age of the spa we would have to special order the union in order to fix it. Homeowner agreed and we ordered the part. Upon receipt of the part the service technician went back to the home and installed the new union on the right side. However, after installing and turning on the motor there was still a small drip coming from the right pump itself. In addition, after looking at the pump on the left side of the spa we found it to be dripping also. Our normal process at this point would be to replace both pump motors and seals, as the motors were old and loud and the seals were causing the leaks. We explained to the homeowner that the pumps were fine but were getting loud due to wear and that if they wanted to deal with that and just let the pumps wear on out over time we could just replace the o-ring on the wet end of the pump instead of the entire motor to save money. We explained that we could get the part for them, but there would be an upcharge, or they could order it themselves to save money. The customer stated they would order it themselves. Customer ordered only one housing o-ring and when the part came in our service technician went back out to put their o-ring on the right pump housing. The pump stopped leaking at that time. Customer called and said the left pump was still leaking. We called her back and told her that they had only ordered the housing gasket for one pump which was now repaired. The homeowner got angry and stated she would have her husband take this up with the Revdex.com. We told her that would be fine. We have done everything asked with the parts we had to repair her old spa. The owner asked her to just pay the bill and not to contact us again to work on it due to her demeanor and harsh words. Homeowner owes our company a total of $193.54 for parts and labor which is past due and payable immediately. However, in an effort to resolve this matter we will accept only the labor charges for 2 hours, although more time was actually spent on this job. Therefore, we will accept a total of $150 in full satisfaction of this case.
Initial Consumer Rebuttal /* (3000, 9, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, when my husband order the parts for the housing rings and he purchased two and we left both of them outside on the tray at the hot tub to be replaced. The hot tub was not old as it was purchased in September 2011. 2nd, I did not call them and say my husband would take this up with the Revdex.com nor was I harsh in any way and they never told me in the beginning that they only worked on items purchased from their company. 3rd, I dropped off a check and gave it to Bobby working in Dixon Pool and Spa in the amount of $193.54 written on June 14th which should show paid in full. I will be contacting the company today, August 12th as this check cleared the bank as we checked last night and we owe no fees, if they want to settle for the amount of $150.00 as they stated in their response then they owe us the difference.
A lesson learned, they only cater to those that have made purchases thru their company and the reviews from others are true, stay away, go elsewhere!
Final Business Response /* (4000, 14, 2016/08/24) */
Our records indicate that this account has been paid in full.
Initial Business Response /* (1000, 9, 2015/07/22) */
Homeowner called wanting to get estimate to replace skimmer in his pool. He was given an Estimate of approximately $550, which did not include repouring the concrete. Our office was later contacted on April 15, 2015 by the homeowner scheduling...
service to replace his skimmer and in addition to check his fiber optic lights to see what it would take to get them operating. Our service crew went out on June 3, 2015, sawed out the concrete around the skimmer, busted it out, dug down to the pipes, removed the old skimmer, installed the new one and replumbed it, then repoured the concrete around the skimmer. (Hauling off concrete is an additional charge and the homeowner was not charged for hauling off the concrete.) After the job was completed, the homeowner was sent an invoice which itemized each part used, together with 5.5 hours labor, which included checking the light and finding that it had no power going to it, therefore an electrician would be needed.
On June 16, 2015 homeowner called to schedule service due to sand pouring into his pool. We scheduled that service for June 24th and reminded him that he had an outstanding bill of $854.66 for prior services. He said he thought that was already taken care of and would send payment immediately. He asked if the filter problem could have anything to do with our prior service and was advised that there was no relation between the two, and that it was a totally separate matter.
Normally we wait for prior services to be paid before performing additional services for a customer, but since this homeowner was having these problems, and since he promised payment, we went out on June 24th to repair his filter. We left the old lateral assembly from his filter there so that the homeowner could see the problem. We installed a new lateral assembly and replaced the sand in the filter. This resulted in an additional bill for $230.75.
Services were rendered to the homeowner per his request. Additional services were rendered to homeowner after his promise to pay for the original services and at his request. Therefore, the full amount of $1,085.41 is due and payable to our office.
However, in the interest of settling this matter, we will agree to accept $600 for the first service and $230.75 for the second service, for a total settlement of $830.75 if paid on or before July 31, 2015.
I am rejecting this response because: One - the first visit to my home to find the leak did not take 3 hours. My husband and I were there the entire time. It took less than 1 hour. I was charged an emergency rate of $95 per hour, even though my leak was not treated as an emergency. I spent 2 days waititng for the techinician to arrive and had to call the office repeatedly. I had to call to the point that the owner was worried something had happened to her technician, because "this isn't like him". She was unable to reach the technician. Regarding payment on the first service. I did not initially receive a bill. I had to call Dixon pool and ask about the bill. I was told by the owner that she was behind on invoicing and would get the bill out that weekend. Once I received the bill payment was submitted within a few days. Yes the check did return NSF along with several other checks, not at the fault of myself. I explained everything in detail to the owner and even volunteered to get information from my bank if she wanted me to. To which she declined. I did not submit a cashier's check. I gave her my debit card via the phone at the exact time she called to cover that expense, on 8/18/17, posted to my account on 8/21/17, in the amount of $135.35 (see attached). I did call in September to have my pool cleaned and covered. While scheduling my service, she did ask if I had a credit card on file. I told her no, she asked for my credit card number for future charges to which I was hesitate. However, she did ensure me that my card would not be charged without my notification of the charged amount. At which point I did provide the credit card information. She also never quoted me a price, which I was ok with because I knew my pool needed some major attention and it would not be cheap. I was also ok with that. I was never given a date as to when the techinician would arrive. However, he did come and clean the pool very well. He left notes daily as to what he had done and what would be done next, all I was great with. The day the pool was covered I did not feel it was done properly, but I did not call and complain. This is our first year having a pool so I just went with it. However, my card was charged without any notification at all. I did call very upset and request the charged be reversed due to the fact my house payment had to be paid. I was irate because she had charged $580 to my card without me even receiving notification of the charges. As I explained to the owner, I have [redacted] set up on auto-draft, but I still receive a bill prior to be charged so I know what will be charged. She did reverse the charges so I was able to make my house payment, which I was grateful for. She explained the bill would be due on 10/15 and if she had not received payment by then, my card would be charged. I told her that was fine. I did not mind paying what I owed with notice and an explanation of charges. I did see where she had called and I assumed it was regarding payment. I did not get the opportunity to call her before they closed. I did not see it as a big deal, I was prepared for the charges and knew they had to be paid. No issues. However, when the cover collapsed after the first actual rain of the season, I was alarmed. I called on Tuesday and was upset. However, I was not rude or hateful until she told me "common sense would tell you to suction the water off the cover". To me I feel a business should communicate with their customers in situations as this, especially knowing we are new pool owners. If they had suggested purchasing a cover pump I would have gladly done so and this whole situation could have been avoided. However, customer service is not the motivating factor of this company. I did say I felt the issue should be corrected and not at my expense. Even after her hanging up on me and giving me the worst customer service I have ever experienced, I was willing to purchase the cover pump, or whatever she recommended, from her company. I feel the company is at fault for this and should correct the problem.
6-21-17 [redacted] sent her 2 small children into my store with a sample of her pool water to be analyzed. The last analysis we had performed for this customer was on August 5, 2016, so it was apparent that she is not a regular customer since water analysis need to be performed once per...
month. I asked the children if they knew what chemicals their mother had, and asked if she had Alkalinity Increaser. The little boy ran outside and asked his mother if they had Alkalinity, then came back inside and said that she had bought everything she needed earlier this year, but not from my store. I ran the analysis through my lab and asked if she had Phosphate Remover and Clarifier. (See Attachment 1 – Water Analysis) The little boy ran outside and asked his mother, then came back in and said, “No.” so I got the 2 products and he gave me his mother’s credit card. I ran the card and told them their mother had to sign. The little girl took the receipt out and had her mother sign, which I watched, then brought the signed receipt back into the store. (See Attachment 2 – Sales Order and Attachment 3 – Signed credit card receipt) Shortly after, the mother came angrily into the store, sat the Clarifier on the counter and demanded a refund stating that her son had told me she already had this. The son was there and said he had told me the pool was cloudy and that they had clarifier. I corrected him and reminded him that he had not told me that and that I had specifically asked him if his mother had Phosphate Remover and Clarifier, and he came back in and said simply, “no”. I showed her the sign on the wall at the counter that states “All Sales Final”, and told her that I would allow her to exchange the Clarifier for something of equal or greater value to replace it. (See Attachment 4 – All Sales Final Sign) [redacted] said she just wanted her refund because she did not need the clarifier. I told her we do not make refunds and all sales are final as stated on the sign at the counter. I again told her I would allow her to make an exchange and suggested to her that she should really be the one to come into the store instead of sending her small children. She said she would not be back in my store and was going to report me to the police. At that time, I stopped everything I was doing and told her that the product was hers since all sales are final. She said she was going to talk to the owner. I told her, “I am the owner”. She said, “Oh no you’re not! I know Tommy D[redacted] and talk to him often. He’ll get YOU straightened out!” and she stormed out the door. She sat in my parking lot on the phone for some time. Then she came into the store, put the bottle of Clarifier on my counter and said, “I’ve reported you as a fraud and called the police. You have your product. I don’t have it anymore.” And she stormed out again. My mother, who works with me in the store, was witness to this entire event. The police never came. I received a call from her credit card company and explained what had happened. They understood, but said there was nothing they could do if she decided to dispute the charges. I told them I would handle it if she did. [redacted]’s Clarifier is still sitting at my store with her name on it and marked “SOLD”. She may send someone to pick up the product, but she is not allowed back into my store due to her violent attitude toward me. Pat R[redacted] Dixon Pool & Spa, Inc. 122 Alamance Road Burlington, N. C. 27215 [redacted]
In June, 2017 we were contacted by this customer stating she had a leak in her pool. Although our schedule was extremely booked, I worked her service in as an Emergency Service call for June 23rd. Our service crew was unable to get to her pool until a few days later. Homeowner was...
charged for only one hour of the 3 hours that it took to find the leak and repair it. The invoice was dated July 13, 2017 and states that the terms are “Net 10 Days From Date of Invoice” (See attached Exhibit A). Payment in the form of a check was received in our office on August 5th, over 2 weeks from the due date, however, finance charges were forgiven and the check was deposited. Thereafter, on August 14th, this customer’s check was returned by the bank as Insufficient Funds (See attached Exhibit B). No call had been received by our company from the customer advising us to expect this returned check, so I called this customer to request reimbursement for the no good check. Customer stated she had some issues with the bank and that she would send a cashier’s check for the amount due. That check was received several days later and the account cleared. On September 22, 2017, this customer contacted our office again stating that her pool was extremely green and that she wanted us to clear the water up and then close the pool. I advised her that this would require at least 3 trips to her home, explaining the process that would need to be taken for each trip, and told her that I estimated the job to be around $500 to $600. She said whatever it took, she wanted the pool cleaned and closed. I advised that I would be happy to book the service for her, but that due to the returned check we had received for our previous visit, our policy is to get a credit card number over the phone and that this and any future service and parts will be charged to that credit card. She stated she understood. At that time she gave me her credit card information. I then scheduled and advised this customer of the dates of service. Services were rendered, the pool water was clean and clear and the pool was winterized and closed. (See attached Exhibit C) Once service was complete, we applied those charges to her credit card per our agreement. On October 5, 2017 I received a call from this customer who was extremely irate stating that we had charged her credit card and she needed to pay other bills that were more important first. I reminded her that her agreement with us was to pay for these services as they were rendered. She was very mad, told me she didn’t see how anyone could deal with me, made other rude and unnecessary remarks and said she should have gotten a copy of the bill before it was paid. I told her that a copy of the statement had been mailed to her together with a copy of the credit card receipt for payment. She said this had really put her in a bind on her mortgage payment, so, in kindness, I agreed to credit the charges back to her credit card on the condition that she pay this account on or before October 15th, which would be 10 days from the date of the invoice. She said that she would. The charges were returned to her credit card and I waited for payment. After not having received payment from this customer, on October 19, 2017 I called and received this customer’s voice mail. I left a message for her to return my call before 3 pm, advised on the message that her payment was past due and that this account needed to be closed out today. After I did not receive a return call from this customer, I ran her credit card for the amount of the charges. This customer never returned my call. On October 31st , nearly a month after this service was rendered, I received a call from this customer stating that her pool cover had fallen in and that she wanted our service crew to come back, clean the pool again and put the cover back on. She stated she was unaware that she needed to suction any standing water off the top of the cover and that the leaves and other debris had collected on the cover causing it to fall in. I told her that it should have been obvious to her that the debris and water was heavy on the cover and that it needed to be removed and asked her why she hadn’t contacted me sooner to find out how to remove the debris and water if she didn’t know how. She kept repeating that she was a new pool owner and wasn’t aware the weight on the cover would pull the cover in. I told her I have never in 39 years had a customer who didn’t figure out on their own, or call and ask if we had anything to remove standing water from the cover. She asked me if we would “stand behind” our work and come back out, clean the pool and cover it at which time she would buy a cover pump from me. She stated she was not willing to pay for the cleaning or covering of the pool. I told her that I always stand behind our work, but that in this instance, when it rained the many hard rains we had experienced as a result of all the tropical storms and hurricanes this season, this was not due to a failure of our service. Our service was properly performed and I would not work for her free of charge. She asked how long it would take to clean the pool. I told her I had no idea how much debris was in the pool and therefore how much time it would take and chemicals it would take, to clear the pool up again if it had all fallen into the pool as she stated. I told her that due to our previous experience with her writing a bad check, refusing to pay as promised and refusing to pay on time per agreement, I was not willing to perform any further services for her and had already marked her file noting “No Further Service”. She said she was going to report me to the Revdex.com and I told her that was fine, but that we have done all we will do for her. At this time our company is not in a position to perform further services for this customer due to her record of bad credit with our company.
Initial Business Response /* (1000, 7, 2016/08/14) */
Customer called to schedule service on old spa not purchased from our company. We explained that we normally only work on spas purchased from our company and made by [redacted] Spas. Customer said they had a small leak and so we agreed to come out...
to make the small repair. The owner and a service technician went to the job site and met with the homeowner who stated that the leak was on the right side of the spa. The service technicians then took the side off the spa in order to get to the plumbing underneath, and explained to the homeowner that the leak was coming from a union on that side. Homeowner stated that he husband had been trying to fix it himself by tightening the union. Upon further investigation we found a crack in the union and advised the homeowner that it needed to be replaced. We further advised that due to the brand of spa and the age of the spa we would have to special order the union in order to fix it. Homeowner agreed and we ordered the part. Upon receipt of the part the service technician went back to the home and installed the new union on the right side. However, after installing and turning on the motor there was still a small drip coming from the right pump itself. In addition, after looking at the pump on the left side of the spa we found it to be dripping also. Our normal process at this point would be to replace both pump motors and seals, as the motors were old and loud and the seals were causing the leaks. We explained to the homeowner that the pumps were fine but were getting loud due to wear and that if they wanted to deal with that and just let the pumps wear on out over time we could just replace the o-ring on the wet end of the pump instead of the entire motor to save money. We explained that we could get the part for them, but there would be an upcharge, or they could order it themselves to save money. The customer stated they would order it themselves. Customer ordered only one housing o-ring and when the part came in our service technician went back out to put their o-ring on the right pump housing. The pump stopped leaking at that time. Customer called and said the left pump was still leaking. We called her back and told her that they had only ordered the housing gasket for one pump which was now repaired. The homeowner got angry and stated she would have her husband take this up with the Revdex.com. We told her that would be fine. We have done everything asked with the parts we had to repair her old spa. The owner asked her to just pay the bill and not to contact us again to work on it due to her demeanor and harsh words. Homeowner owes our company a total of $193.54 for parts and labor which is past due and payable immediately. However, in an effort to resolve this matter we will accept only the labor charges for 2 hours, although more time was actually spent on this job. Therefore, we will accept a total of $150 in full satisfaction of this case.
Initial Consumer Rebuttal /* (3000, 9, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, when my husband order the parts for the housing rings and he purchased two and we left both of them outside on the tray at the hot tub to be replaced. The hot tub was not old as it was purchased in September 2011. 2nd, I did not call them and say my husband would take this up with the Revdex.com nor was I harsh in any way and they never told me in the beginning that they only worked on items purchased from their company. 3rd, I dropped off a check and gave it to Bobby working in Dixon Pool and Spa in the amount of $193.54 written on June 14th which should show paid in full. I will be contacting the company today, August 12th as this check cleared the bank as we checked last night and we owe no fees, if they want to settle for the amount of $150.00 as they stated in their response then they owe us the difference.
A lesson learned, they only cater to those that have made purchases thru their company and the reviews from others are true, stay away, go elsewhere!
Final Business Response /* (4000, 14, 2016/08/24) */
Our records indicate that this account has been paid in full.
Initial Business Response /* (1000, 9, 2015/07/22) */
Homeowner called wanting to get estimate to replace skimmer in his pool. He was given an Estimate of approximately $550, which did not include repouring the concrete. Our office was later contacted on April 15, 2015 by the homeowner scheduling...
service to replace his skimmer and in addition to check his fiber optic lights to see what it would take to get them operating. Our service crew went out on June 3, 2015, sawed out the concrete around the skimmer, busted it out, dug down to the pipes, removed the old skimmer, installed the new one and replumbed it, then repoured the concrete around the skimmer. (Hauling off concrete is an additional charge and the homeowner was not charged for hauling off the concrete.) After the job was completed, the homeowner was sent an invoice which itemized each part used, together with 5.5 hours labor, which included checking the light and finding that it had no power going to it, therefore an electrician would be needed.
On June 16, 2015 homeowner called to schedule service due to sand pouring into his pool. We scheduled that service for June 24th and reminded him that he had an outstanding bill of $854.66 for prior services. He said he thought that was already taken care of and would send payment immediately. He asked if the filter problem could have anything to do with our prior service and was advised that there was no relation between the two, and that it was a totally separate matter.
Normally we wait for prior services to be paid before performing additional services for a customer, but since this homeowner was having these problems, and since he promised payment, we went out on June 24th to repair his filter. We left the old lateral assembly from his filter there so that the homeowner could see the problem. We installed a new lateral assembly and replaced the sand in the filter. This resulted in an additional bill for $230.75.
Services were rendered to the homeowner per his request. Additional services were rendered to homeowner after his promise to pay for the original services and at his request. Therefore, the full amount of $1,085.41 is due and payable to our office.
However, in the interest of settling this matter, we will agree to accept $600 for the first service and $230.75 for the second service, for a total settlement of $830.75 if paid on or before July 31, 2015.
I am rejecting this response because: One - the first visit to my home to find the leak did not take 3 hours. My husband and I were there the entire time. It took less than 1 hour. I was charged an emergency rate of $95 per hour, even though my leak was not treated as an emergency. I spent 2 days waititng for the techinician to arrive and had to call the office repeatedly. I had to call to the point that the owner was worried something had happened to her technician, because "this isn't like him". She was unable to reach the technician. Regarding payment on the first service. I did not initially receive a bill. I had to call Dixon pool and ask about the bill. I was told by the owner that she was behind on invoicing and would get the bill out that weekend. Once I received the bill payment was submitted within a few days. Yes the check did return NSF along with several other checks, not at the fault of myself. I explained everything in detail to the owner and even volunteered to get information from my bank if she wanted me to. To which she declined. I did not submit a cashier's check. I gave her my debit card via the phone at the exact time she called to cover that expense, on 8/18/17, posted to my account on 8/21/17, in the amount of $135.35 (see attached). I did call in September to have my pool cleaned and covered. While scheduling my service, she did ask if I had a credit card on file. I told her no, she asked for my credit card number for future charges to which I was hesitate. However, she did ensure me that my card would not be charged without my notification of the charged amount. At which point I did provide the credit card information. She also never quoted me a price, which I was ok with because I knew my pool needed some major attention and it would not be cheap. I was also ok with that. I was never given a date as to when the techinician would arrive. However, he did come and clean the pool very well. He left notes daily as to what he had done and what would be done next, all I was great with. The day the pool was covered I did not feel it was done properly, but I did not call and complain. This is our first year having a pool so I just went with it. However, my card was charged without any notification at all. I did call very upset and request the charged be reversed due to the fact my house payment had to be paid. I was irate because she had charged $580 to my card without me even receiving notification of the charges. As I explained to the owner, I have [redacted] set up on auto-draft, but I still receive a bill prior to be charged so I know what will be charged. She did reverse the charges so I was able to make my house payment, which I was grateful for. She explained the bill would be due on 10/15 and if she had not received payment by then, my card would be charged. I told her that was fine. I did not mind paying what I owed with notice and an explanation of charges. I did see where she had called and I assumed it was regarding payment. I did not get the opportunity to call her before they closed. I did not see it as a big deal, I was prepared for the charges and knew they had to be paid. No issues. However, when the cover collapsed after the first actual rain of the season, I was alarmed. I called on Tuesday and was upset. However, I was not rude or hateful until she told me "common sense would tell you to suction the water off the cover". To me I feel a business should communicate with their customers in situations as this, especially knowing we are new pool owners. If they had suggested purchasing a cover pump I would have gladly done so and this whole situation could have been avoided. However, customer service is not the motivating factor of this company. I did say I felt the issue should be corrected and not at my expense. Even after her hanging up on me and giving me the worst customer service I have ever experienced, I was willing to purchase the cover pump, or whatever she recommended, from her company. I feel the company is at fault for this and should correct the problem.