Hendrick Pool Spa & Water Conditioning

From: Pool Store Sent: Thursday, December 29, 3:PMTo: infoSubject: Case ID [redacted] Case ID [redacted] We spoke to Mr [redacted] on July 22,to schedule a service called “pool school” in which we teach new pool customers how to take care of a swimming poolMr [redacted] was told on July 22, that this service is $150.00, which he agreed to schedule after being told the amountPool school was performed on August 2, and was invoiced on August 9, The customer was informed of the cost upfront before scheduling the pool school and agreed to the termsMr [redacted] called on August 09, and could not remember how to operate his pool equipmentA service order was generated due to the issues associated with the customers’ inability to properly use the pool equipmentWhile there for the service call to get the pool equipment back up and running our service technician was, again, asked by the customer to go back through information provided during the pool school, which our technician did and the customer was not recharged for a pool schoolThe customer was not charged for this second pool schoolWe are unclear as to how much more communication was possible since Mr [redacted] was present during the pump replacement and spoke with our service technicians on multiple occasions and did not voice any concerns nor object to the replacement of the inoperable pumpOur number one priority is to get our customers taken care of as quickly as possible and provide a quality serviceThere were zero instances of harassmentMr [redacted] called into our office after the pump was installed to verify the reasoning as to why the pump was replaced, which was explained in full to him and he gave his verbal understandingMrs [redacted] then called with her complaint that we did not have permission to perform this replacementWe had taken this complaint seriously and offered to remove the pump free of charge and reinstall the old pump and we received no communication from the customer after the proposalWith no response to our offer to remove the new pump and reinstall the nonfunctional pump we made a phone call to the customer, now that the invoice was 2+ weeks late and we were informed by Mrs [redacted] that she had no intentions on paying for the new product that they received while Mr [redacted] was present during the replacementThis was the only phone call initiated by our company to contact this customer regarding paymentMr [redacted] also during the time of the repair he, again, asked the technician to explain items that he had been instructed on during pool school, in which, again, he was not charged forWe do not owe Mrand Mrs [redacted] any form of a monetary refund as they were never told that pool school was freeMr [redacted] was told the cost of $when he scheduled the initial pool school, which is the only pool school in which they were charged forWe performed two additional pool schools for Mr [redacted] , per his request to our service technicians, in which he was never charged forWe also have instructed Mrs [redacted] that she is not to contact our business after receiving incessant harassing emails that have affected my employees’ abilities to do their job, even after we had responded to her

From: Pool Store Sent: Thursday, December 29, 3:PM To: info Subject: Case ID [redacted] Case ID [redacted] We spoke to Mr [redacted] on July 22,to schedule a service called “pool school” in which we teach new pool customers how to take care of a swimming poolMr [redacted] was told on July 22, that this service is $150.00, which he agreed to schedule after being told the amountPool school was performed on August 2, and was invoiced on August 9, The customer was informed of the cost upfront before scheduling the pool school and agreed to the terms Mr [redacted] called on August 09, and could not remember how to operate his pool equipmentA service order was generated due to the issues associated with the customers’ inability to properly use the pool equipmentWhile there for the service call to get the pool equipment back up and running our service technician was, again, asked by the customer to go back through information provided during the pool school, which our technician did and the customer was not recharged for a pool schoolThe customer was not charged for this second pool school We are unclear as to how much more communication was possible since Mr [redacted] was present during the pump replacement and spoke with our service technicians on multiple occasions and did not voice any concerns nor object to the replacement of the inoperable pumpOur number one priority is to get our customers taken care of as quickly as possible and provide a quality serviceThere were zero instances of harassmentMr [redacted] called into our office after the pump was installed to verify the reasoning as to why the pump was replaced, which was explained in full to him and he gave his verbal understandingMrs [redacted] then called with her complaint that we did not have permission to perform this replacementWe had taken this complaint seriously and offered to remove the pump free of charge and reinstall the old pump and we received no communication from the customer after the proposalWith no response to our offer to remove the new pump and reinstall the nonfunctional pump we made a phone call to the customer, now that the invoice was 2+ weeks late and we were informed by Mrs [redacted] that she had no intentions on paying for the new product that they received while Mr [redacted] was present during the replacementThis was the only phone call initiated by our company to contact this customer regarding paymentMr [redacted] also during the time of the repair he, again, asked the technician to explain items that he had been instructed on during pool school, in which, again, he was not charged for We do not owe Mrand Mrs [redacted] any form of a monetary refund as they were never told that pool school was freeMr [redacted] was told the cost of $when he scheduled the initial pool school, which is the only pool school in which they were charged forWe performed two additional pool schools for Mr [redacted] , per his request to our service technicians, in which he was never charged forWe also have instructed Mrs [redacted] that she is not to contact our business after receiving incessant harassing emails that have affected my employees’ abilities to do their job, even after we had responded to her

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have in writing from them that the pool school was supposed to be freeYet we were charged for itI would just like our money back from being over charged.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please see attachedShe clearly states it was freeAnd we were chargedWe would like a refund.
Regards,
*** ***

From: Pool Store <[email protected]> Sent: Thursday, December 29, 2016 3:37 PM To: info Subject: Case ID [redacted]   Case ID [redacted]    We spoke to Mr. [redacted] on July 22,2016 to schedule a service called “pool school” in which we teach new pool customers how to...

take care of a swimming pool. Mr. [redacted] was told on July 22, 2016 that this service is $150.00, which he agreed to schedule after being told the amount. Pool school was performed on August 2, 2016 and was invoiced on August 9, 2016. The customer was informed of the cost upfront before scheduling the pool school and agreed to the terms.   Mr. [redacted] called on August 09, 2016 and could not remember how to operate his pool equipment. A service order was generated due to the issues associated with the customers’ inability to properly use the pool equipment. While there for the service call to get the pool equipment back up and running our service technician was, again, asked by the customer to go back through information provided during the pool school, which our technician did and the customer was not recharged for a pool school. The customer was not charged for this second pool school.   We are unclear as to how much more communication was possible since Mr. [redacted] was present during the pump replacement and spoke with our service technicians on multiple occasions and did not voice any concerns nor object to the replacement of the inoperable pump. Our number one priority is to get our customers taken care of as quickly as possible and provide a quality service. There were zero instances of harassment. Mr. [redacted] called into our office after the pump was installed to verify the reasoning as to why the pump was replaced, which was explained in full to him and he gave his verbal understanding. Mrs. [redacted] then called with her complaint that we did not have permission to perform this replacement. We had taken this complaint seriously and offered to remove the pump free of charge and reinstall the old pump and we received no communication from the customer after the proposal. With no response to our offer to remove the new pump and reinstall the nonfunctional pump we made a phone call to the customer, now that the invoice was 2+ weeks late and we were informed by Mrs. [redacted] that she had no intentions on paying for the new product that they received while Mr. [redacted] was present during the replacement. This was the only phone call initiated by our company to contact this customer regarding payment. Mr. [redacted] also during the time of the repair he, again, asked the technician to explain items that he had been instructed on during pool school, in which, again, he was not charged for.   We do not owe Mr. and Mrs. [redacted] any form of a monetary refund as they were never told that pool school was free. Mr. [redacted] was told the cost of $150.00 when he scheduled the initial pool school, which is the only pool school in which they were charged for. We performed two additional pool schools for Mr. [redacted], per his request to our service technicians, in which he was never charged for. We also have instructed Mrs. [redacted] that she is not to contact our business after receiving incessant harassing emails that have affected my employees’ abilities to do their job, even after we had responded to her.

From: Pool Store <[email protected]>Sent: Thursday, December 29, 2016 3:37 PMTo: infoSubject: Case ID [redacted] Case ID [redacted]  We spoke to Mr. [redacted] on July 22,2016 to schedule a service called “pool school” in which we teach new pool customers how to take care of a swimming pool. Mr. [redacted] was told on July 22, 2016 that this service is $150.00, which he agreed to schedule after being told the amount. Pool school was performed on August 2, 2016 and was invoiced on August 9, 2016. The customer was informed of the cost upfront before scheduling the pool school and agreed to the terms. Mr. [redacted] called on August 09, 2016 and could not remember how to operate his pool equipment. A service order was generated due to the issues associated with the customers’ inability to properly use the pool equipment. While there for the service call to get the pool equipment back up and running our service technician was, again, asked by the customer to go back through information provided during the pool school, which our technician did and the customer was not recharged for a pool school. The customer was not charged for this second pool school. We are unclear as to how much more communication was possible since Mr. [redacted] was present during the pump replacement and spoke with our service technicians on multiple occasions and did not voice any concerns nor object to the replacement of the inoperable pump. Our number one priority is to get our customers taken care of as quickly as possible and provide a quality service. There were zero instances of harassment. Mr. [redacted] called into our office after the pump was installed to verify the reasoning as to why the pump was replaced, which was explained in full to him and he gave his verbal understanding. Mrs. [redacted] then called with her complaint that we did not have permission to perform this replacement. We had taken this complaint seriously and offered to remove the pump free of charge and reinstall the old pump and we received no communication from the customer after the proposal. With no response to our offer to remove the new pump and reinstall the nonfunctional pump we made a phone call to the customer, now that the invoice was 2+ weeks late and we were informed by Mrs. [redacted] that she had no intentions on paying for the new product that they received while Mr. [redacted] was present during the replacement. This was the only phone call initiated by our company to contact this customer regarding payment. Mr. [redacted] also during the time of the repair he, again, asked the technician to explain items that he had been instructed on during pool school, in which, again, he was not charged for. We do not owe Mr. and Mrs. [redacted] any form of a monetary refund as they were never told that pool school was free. Mr. [redacted] was told the cost of $150.00 when he scheduled the initial pool school, which is the only pool school in which they were charged for. We performed two additional pool schools for Mr. [redacted], per his request to our service technicians, in which he was never charged for. We also have instructed Mrs. [redacted] that she is not to contact our business after receiving incessant harassing emails that have affected my employees’ abilities to do their job, even after we had responded to her.