Five Star Pool Care

Initial Business Response /* (1000, 5, 2015/11/09) */
Contact Name and Title: *** *** Owner
Contact Phone: XXXXXXXXXX
Contact Email: ***@fivestarpoolcare.com
Let me by saying I apologize for my company not living up to the standards you have come to expect from usIt is
unprofessional and it is unacceptable for a service company to provide a sub par serviceThe lack of communication from Five Star Pool Care lands directly on my shoulders and I will not make excuses for not providing nothing less than exceptional
Moving forward we have already started addressing the service issues expressed in your complaintWe brought in additional help to correct the communication and scheduling issues we had this year additionally and we are investing heavily and technology that will allow us to better serve and communicate with our clients
Next I would like to address your complaint about the billThe reason there was an additional charge for the pump was because your pool pump does not plug in like a standard aboveground pool pumpThe cord length required at your residence is longer than any standard length cord that would come from the factory.To remedy this, the original pump cord from your original can be reused if it is in good conditionTo switch the cord we have to open the original motor, unwire the power cord, open the new pump and wire it in placeI personally was on the job for minutes connecting your existing pumps power cord to the new pump suppliedWhen the bill was generated a mistake was made internally noting the bill that the pool is cleaned om the same day as the motorThe initial line item was supposed to be for pool pump installation only and not for cleaningThe pool pump installation ran long, so I move the pool cleaning portion to the following day with my cleaning techHad cleaning and pump install taken place on the same day as the pool cleaning the price would have been $since we charge $per hour for pool cleaning instead of charges for $I still kept the price at $which is my cost and not at $which is normally what I charge for that pumpInstead of the pump install and cleaning all being contained on the same line it was split over I apologize for the improper wording on the bill
Moving forward to resolve these mattersI would like to do a couple of thingsThe first is to offer you a truly sincere apology for not proving quality serviceWe aim to exceed every client's expectation and did not in your caseThe second thing I would like to do is credit your account the $you are disputingthis credit will be effective immediately
In closing I am grateful you found a pool company you like and trust and I wish you the best of luck in future and have a wonderful holiday season
Initial Consumer Rebuttal /* (3000, 7, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As my original compliant states, I would like $taken off the bill and not a credit of $moving forward since I don't plan to use Five Star pool care moving forwardTherefore, I would like to be able to mail a payment for the statements I recieved minus the extra $chargeTherefore, I'm willing to make payment of and then close out this case as it's already taken too much of my personal time