Initial Business Response / [redacted] (1000, 9, 2015/07/22) */ Homeowner called wanting to get estimate to replace skimmer in his poolHe was given an Estimate of approximately $550, which did not include repouring the concreteOur office was later contacted on April 15, 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 operatingOur 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 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, homeowner called to schedule service due to sand pouring into his poolWe scheduled that service for June 24th and reminded him that he had an outstanding bill of $for prior servicesHe said he thought that was already taken care of and would send payment immediatelyHe 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 filterWe left the old lateral assembly from his filter there so that the homeowner could see the problemWe installed a new lateral assembly and replaced the sand in the filterThis resulted in an additional bill for $ Services were rendered to the homeowner per his requestAdditional services were rendered to homeowner after his promise to pay for the original services and at his requestTherefore, the full amount of $1,is due and payable to our office However, in the interest of settling this matter, we will agree to accept $for the first service and $for the second service, for a total settlement of $if paid on or before July 31,
In June, 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 hours that it took to find the leak and repair it The invoice was dated July 13, and states that the terms are “Net 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 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 clearedOn 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 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 $to $ 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 agreementOn October 5, 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 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, I called and received this customer’s voice mail I left a message for her to return my call before 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 callOn 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 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 herAt 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 / [redacted] (1000, 7, 2016/08/14) */ Customer called to schedule service on old spa not purchased from our companyWe explained that we normally only work on spas purchased from our company and made by [redacted] SpasCustomer said they had a small leak and so we agreed to come out to make the small repairThe 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 spaThe 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 sideHomeowner stated that he husband had been trying to fix it himself by tightening the unionUpon further investigation we found a crack in the union and advised the homeowner that it needed to be replacedWe 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 itHomeowner agreed and we ordered the partUpon receipt of the part the service technician went back to the home and installed the new union on the right sideHowever, after installing and turning on the motor there was still a small drip coming from the right pump itselfIn addition, after looking at the pump on the left side of the spa we found it to be dripping alsoOur 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 leaksWe 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 moneyWe explained that we could get the part for them, but there would be an upcharge, or they could order it themselves to save moneyThe customer stated they would order it themselvesCustomer 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 housingThe pump stopped leaking at that timeCustomer called and said the left pump was still leakingWe called her back and told her that they had only ordered the housing gasket for one pump which was now repairedThe homeowner got angry and stated she would have her husband take this up with the Revdex.comWe told her that would be fineWe have done everything asked with the parts we had to repair her old spaThe owner asked her to just pay the bill and not to contact us again to work on it due to her demeanor and harsh wordsHomeowner owes our company a total of $for parts and labor which is past due and payable immediatelyHowever, in an effort to resolve this matter we will accept only the labor charges for hours, although more time was actually spent on this jobTherefore, we will accept a total of $in full satisfaction of this case Initial Consumer Rebuttal / [redacted] (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 replacedThe hot tub was not old as it was purchased in September 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 company3rd, I dropped off a check and gave it to Bobby working in Dixon Pool and Spa in the amount of $written on June 14th which should show paid in fullI 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 $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 / [redacted] (4000, 14, 2016/08/24) */ Our records indicate that this account has been paid in full
Initial Business Response / [redacted] (1000, 9, 2015/07/22) */ Homeowner called wanting to get estimate to replace skimmer in his poolHe was given an Estimate of approximately $550, which did not include repouring the concreteOur office was later contacted on April 15, 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 operatingOur 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 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, homeowner called to schedule service due to sand pouring into his poolWe scheduled that service for June 24th and reminded him that he had an outstanding bill of $for prior servicesHe said he thought that was already taken care of and would send payment immediatelyHe 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 filterWe left the old lateral assembly from his filter there so that the homeowner could see the problemWe installed a new lateral assembly and replaced the sand in the filterThis resulted in an additional bill for $ Services were rendered to the homeowner per his requestAdditional services were rendered to homeowner after his promise to pay for the original services and at his requestTherefore, the full amount of $1,is due and payable to our office However, in the interest of settling this matter, we will agree to accept $for the first service and $for the second service, for a total settlement of $if paid on or before July 31,
In June, 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 hours that it took to find the leak and repair it The invoice was dated July 13, and states that the terms are “Net 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 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 clearedOn 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 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 $to $ 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 agreementOn October 5, 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 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, I called and received this customer’s voice mail I left a message for her to return my call before 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 callOn 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 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 herAt 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 / [redacted] (1000, 7, 2016/08/14) */ Customer called to schedule service on old spa not purchased from our companyWe explained that we normally only work on spas purchased from our company and made by [redacted] SpasCustomer said they had a small leak and so we agreed to come out to make the small repairThe 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 spaThe 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 sideHomeowner stated that he husband had been trying to fix it himself by tightening the unionUpon further investigation we found a crack in the union and advised the homeowner that it needed to be replacedWe 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 itHomeowner agreed and we ordered the partUpon receipt of the part the service technician went back to the home and installed the new union on the right sideHowever, after installing and turning on the motor there was still a small drip coming from the right pump itselfIn addition, after looking at the pump on the left side of the spa we found it to be dripping alsoOur 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 leaksWe 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 moneyWe explained that we could get the part for them, but there would be an upcharge, or they could order it themselves to save moneyThe customer stated they would order it themselvesCustomer 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 housingThe pump stopped leaking at that timeCustomer called and said the left pump was still leakingWe called her back and told her that they had only ordered the housing gasket for one pump which was now repairedThe homeowner got angry and stated she would have her husband take this up with the Revdex.comWe told her that would be fineWe have done everything asked with the parts we had to repair her old spaThe owner asked her to just pay the bill and not to contact us again to work on it due to her demeanor and harsh wordsHomeowner owes our company a total of $for parts and labor which is past due and payable immediatelyHowever, in an effort to resolve this matter we will accept only the labor charges for hours, although more time was actually spent on this jobTherefore, we will accept a total of $in full satisfaction of this case Initial Consumer Rebuttal / [redacted] (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 replacedThe hot tub was not old as it was purchased in September 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 company3rd, I dropped off a check and gave it to Bobby working in Dixon Pool and Spa in the amount of $written on June 14th which should show paid in fullI 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 $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 / [redacted] (4000, 14, 2016/08/24) */ Our records indicate that this account has been paid in full