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Invisible Fence Company, Inc.

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Invisible Fence Company, Inc. Reviews (6)

Complaint: ***
I am rejecting this response because: the timer was in perfect working order the day of serviceIn, fact, it was working up till the point of leakage discovered at the clampped connectionApparently the clamp was not secured tight enough at pool opening which caused it to become disengaged from the inletThe pool pump was then shut off using the manual on/off switch located on the pump motor by my wifeThis was accomplished via directions over the phone with me. I doscovered the damaged timer upon my arrival home later that nightInspection of the timer revealed the rotating clock mechanism to be completely pushed inward which in turn prohibited it from fuctioning properly. To suggest my wife was responsible is totally ridiculous especially when all that needed to be done was the touch of a rocker button on a pump that was not near the timerCompany is unable to provide an explanation as to how the plugs became unpluuged from their respective outletsThe only was possible was through the technician since the pump was operating AT THE TIME my wife called meI heard the pump shut off as she turned it to the off position so there would be no need to touch the timer or unplug the plugs! Pump and timer will not operate if the switch is in the "off" position. Company refuses to accept responsibility for the damage to property despite overwhelming evidence to the contrary. In the absence of any reasonable explanation the company would have me believe that someone entered my yard (which is proteceted by a foot high, solid fence) and purposely damaged the timerThey certainly do not stand by their workmanship. Their response does not indicate a valid explanation for a service fee as well. I requested a breakdown of the fee to see exactly how and why such a high fee was being spent for a minute job of re-attaching a clamp to a hose
Regards,
*** ***

Mr*** purchased his pool from us in On May 23rd Budds opened the swimming poolAt the time of service, everything was operating correctlyOver months later our service department received a phone call from Mrs*** (Saturday August 30) requesting a service call to fix a hose
that had come off of the poolWe dispatched a service tech that same day to make the repairUpon arrival, the service tech found the pool pump unplugged from the electrical outletThere was a pump timer that was not plugged into the outlet that our tech assumed was not being used at the timeThe tech proceeded to reattach the hose that had come off of the poolHe then ran the filter system and checked for leaksDuring the repair Mrs*** left home and did not returnUpon completion of the repair (with nobody home to speak to about the repair or answer any questions ) the tech left the bill in the mailboxThe following week, our service department got a phone call from Mr*** complaining that he felt that the service call should have been done for free and that our service tech "broke" his timerHe stated that when he left for work that morning the pump was plugged into the timer and was workingWhen our assistant service manager *** tried to explain to Mr*** that the service call was not "free" and that Mrs*** was aware of that when she made the appointment, Mr*** became very angry and began cursingHe refused to pay for the service and accused our service tech of breaking his year old timerI later made a phone call to Mr*** to speak to him about the problemWith regards to his timer, I suggested to him that when the hose blew off and was spewing gallons a minute all over the yard ,was it "possible" that whoever was home at the time panicked and unplugged the pump from the timer to shut off the system ? I also tried to explain that our service tech said that when he arrived at the the job that he found the timer unplugged from the pump(and assumed that it was not being used) As far as paying for the service call ($95.00) when Mrs*** called for service and was told that it was a billable call, she had the opportunity to say no and just wait for Mr*** to come home and take care of the problem...Budds provided "same day" emergency service on a Saturday and fixed the problemMr*** believes that just because we opened his pool back in May, that anything that goes wrong at anytime is somehow "our problem"After our assistant service manager ***, discussed Mr***'s complaint with me, it was decided to credit Mr*** for the service callWe also refunded his prepaid closing depositWith regards to the timer issue, NOBODY was home to speak to our techThe timers have a one year factory warranty

On Saturday June 27, [redacted], our aboveground construction manager spoke to Mr. [redacted] and resolved the complaint submitted on 6/23/2015.

[redacted] had purchased an enhanced V.I.P. warranty program that is renewable every year with the pool purchase. She chose not to renew her V.I.P. membership after the first season... Therefore, any warranty issues with the pool or liner reverts back to the factory warranties.( labor is not included...

) If [redacted] was still a V.I.P. service customer, we would as a "courtesy"have put her liner back in the track when we were opening her pool. The liner coming out of the track is not considered a "warranty issue" after the first season. Budds provides a full one season labor warranty on the pool and liner whether or not the customer purchases the V.I.P. membership. The [redacted] pool was installed in 2012 and is WAY past the labor warranty period.

The inground liner that [redacted] purchased in 2009, has a manufactures warranty that covers "seam" separations only for a period of one year. That being said, our service department has been in contact with [redacted] to set up a service call (after the pool is opened) at no charge to...

see what we can do to help.

In an effort to bring resolution to this complaint ( nobody was present in the backyard to confirm our techs statement that the timer was unplugged upon his arrival ) Budds will agree to reimburse Mr [redacted] for the timer. In speaking with Mr. [redacted] he said that he purchased the timer online. The going rate for an Intermatic heavy duty twist lock above ground pool timer is $47.00 including shipping on [redacted]. Upon submitting proof of purchase for the timer, Budds will issue a check up to $50.00 to Mr. [redacted]. With regards to Mr. [redacted]'s questions on the service call performed on Saturday August 30th, that invoice was already credited in full. Budds Pools strives to meet or exceed every customers expectations. We do apologize for not being able to so in this case.

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