To Whom it may concern, Customer called and left a voice mail on 2/19/Dan returned the message the same day, and left a voice mail2/20/customer left another voice mail to call his workDan returned the call and was told he was not availableCustomer returned the call and spoke to Dan about the spa making a humming noise and it may be frozenDan suggested that service should come out and look at the spa to diagnose it, it could be a pumpThe customer asked questions about putting a heater in the spa due to some internet research he had doneDan agreed with the heater and said that service should look at it in case there is something else wrong with the spaThe customer said his Wife would be home all day and he would let her know someone would be stoppingThe technicians had already left the office for the day so Dan Texted them the informationThe Technicians went to the home and found the circulation pump had stopped working and the spa was frozenThe temps on 2/were a High of degrees and a Low of degrees2/the highs were degrees and a Low of -The technicians spoke to the Mrs and suggested putting the space heater in the spa to try and thaw it out, and return in a few days to see if they could get the other pumps workingThe technicians billed for the minutes they were there diagnosing the Spa and the Standard dispatch feeThe technicians said they would send the bill due to not having the paper workThe Technicians filled out the paper work the following morning when they got back to the office2/24/the office called and asked how they would like to take care of the invoiceThe Mrs said she would speak to her husband and call in a Credit Card2/25/the Mrcalled asking about billingThe call was transferred to DanDan pulled up the sales order and explained what the technicians did on that service stop, and reminded him that the dispatch fee and billing were the same as his previous service stop in OctoberCustomer said thank you for your time and hung upDan left a message with the customer to discuss the issue further, with no return phone callWe feel the charges are valid Thank you,
Good Afternoon, sans-serif;">I am responding to complaint # [redacted] I will list the timeline of events with [redacted] May 1, We offer a free pool school every year and [redacted] was in attendance June 23, Our technician, Eric, opened [redacted] ’s pool, which includes removing the pool cover and winter plugs and chemicalsWe gave him a new owner orientation which includes the operation of the pool equipment The orientation was at no charge Eric left his business card and cell number with [redacted] Customer was happy and paid at time of serviceEric received no phone calls from the customer June 24, [redacted] came into our retail store and dealt with our store manager, KyleWe tested his water, at no chargeKyle offered to go to [redacted] home and give further support at no chargeKyle left his phone number with customer so he could contact him if he had any further questionsKyle received no phone calls from the customerCustomer satisfied June 25, [redacted] called into our service department and spoke to our service manager, Dan Dan dispatched our technician, Don, to access the situation at the pool again Don worked on the filterThis was also a no charge service callCustomer satisfied July 3, [redacted] called the accounting office and spoke to Bob Bob indicated someone would be in touch the following week, due to the busy holiday weekendCustomer satisfied July 10, Our service manager, Nick, returned phone call to customer today [redacted] responding by saying talk to your people before I talk to you July 23, Our service manager, Nick, called [redacted] and left a message to return his call and discuss with no return call as of today’s date, July 25, Thank you and if you have any questions, please call me at [redacted] x*** Tracey L [redacted] Goodall Pools & Spas [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: First - All three technicians failed to diagnose and correct the problem I was having with my filter They did not take the time to verify the filter "bump handle" was working correctly before adding strong doses of chlorine "shock" which settled to the bottom of the pool, layed there for hours, and bleached the liner due to inadequate circulation/clogged filter The correction to the problem was a $part, which has now ruined my liner I had no knowlege of how the filter worked and relied on what I thought were professionals to help me get the pool up and running Secondly - We were very clear in explaining that we knew nothing about pools and needed help There was no orientation to the pool and how the equipment workedThey gave us incorrect information on how the skimmer values worked, did not demonstrate how to set the system for vaccuming, and said the pool had a bottom drain when it doesn't A proper pool opening should include verifying all equipent is working If someone from Goodall's would have taken the time to do the job right my liner would not be ruined Regards, [redacted]
To Whom it may concern, Customer called and left a voice mail on 2/19/Dan returned the message the same day, and left a voice mail2/20/customer left another voice mail to call his workDan returned the call and was told he was not availableCustomer returned the call and spoke to Dan about the spa making a humming noise and it may be frozenDan suggested that service should come out and look at the spa to diagnose it, it could be a pumpThe customer asked questions about putting a heater in the spa due to some internet research he had doneDan agreed with the heater and said that service should look at it in case there is something else wrong with the spaThe customer said his Wife would be home all day and he would let her know someone would be stoppingThe technicians had already left the office for the day so Dan Texted them the informationThe Technicians went to the home and found the circulation pump had stopped working and the spa was frozenThe temps on 2/were a High of degrees and a Low of degrees2/the highs were degrees and a Low of -The technicians spoke to the Mrs and suggested putting the space heater in the spa to try and thaw it out, and return in a few days to see if they could get the other pumps workingThe technicians billed for the minutes they were there diagnosing the Spa and the Standard dispatch feeThe technicians said they would send the bill due to not having the paper workThe Technicians filled out the paper work the following morning when they got back to the office2/24/the office called and asked how they would like to take care of the invoiceThe Mrs said she would speak to her husband and call in a Credit Card2/25/the Mrcalled asking about billingThe call was transferred to DanDan pulled up the sales order and explained what the technicians did on that service stop, and reminded him that the dispatch fee and billing were the same as his previous service stop in OctoberCustomer said thank you for your time and hung upDan left a message with the customer to discuss the issue further, with no return phone callWe feel the charges are valid Thank you,
Good Afternoon, sans-serif;">I am responding to complaint # [redacted] I will list the timeline of events with [redacted] May 1, We offer a free pool school every year and [redacted] was in attendance June 23, Our technician, Eric, opened [redacted] ’s pool, which includes removing the pool cover and winter plugs and chemicalsWe gave him a new owner orientation which includes the operation of the pool equipment The orientation was at no charge Eric left his business card and cell number with [redacted] Customer was happy and paid at time of serviceEric received no phone calls from the customer June 24, [redacted] came into our retail store and dealt with our store manager, KyleWe tested his water, at no chargeKyle offered to go to [redacted] home and give further support at no chargeKyle left his phone number with customer so he could contact him if he had any further questionsKyle received no phone calls from the customerCustomer satisfied June 25, [redacted] called into our service department and spoke to our service manager, Dan Dan dispatched our technician, Don, to access the situation at the pool again Don worked on the filterThis was also a no charge service callCustomer satisfied July 3, [redacted] called the accounting office and spoke to Bob Bob indicated someone would be in touch the following week, due to the busy holiday weekendCustomer satisfied July 10, Our service manager, Nick, returned phone call to customer today [redacted] responding by saying talk to your people before I talk to you July 23, Our service manager, Nick, called [redacted] and left a message to return his call and discuss with no return call as of today’s date, July 25, Thank you and if you have any questions, please call me at [redacted] x*** Tracey L [redacted] Goodall Pools & Spas [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: First - All three technicians failed to diagnose and correct the problem I was having with my filter They did not take the time to verify the filter "bump handle" was working correctly before adding strong doses of chlorine "shock" which settled to the bottom of the pool, layed there for hours, and bleached the liner due to inadequate circulation/clogged filter The correction to the problem was a $part, which has now ruined my liner I had no knowlege of how the filter worked and relied on what I thought were professionals to help me get the pool up and running Secondly - We were very clear in explaining that we knew nothing about pools and needed help There was no orientation to the pool and how the equipment workedThey gave us incorrect information on how the skimmer values worked, did not demonstrate how to set the system for vaccuming, and said the pool had a bottom drain when it doesn't A proper pool opening should include verifying all equipent is working If someone from Goodall's would have taken the time to do the job right my liner would not be ruined Regards, [redacted]