JC Pool and Spa

We respectfully stand by our original response to this customer’s complaint about our serviceWe communicated clearly and appropriately leading up to and during our visitWe did not however have the opportunity to clarify any misunderstandings with the customer after our visit, as he filed a public complaint with the Revdex.com within two hours of our visitHis actions speak much louder than his words, as he states in his most recent reply to the complaint - “All I was looking for them to do was apologize for the miscommunication and try to make another appointment in the near future to address my pool concerns.” It should be known that our visit with this customer occurred exactly days ago, and he has yet to make any direct contact with us to voice his discontent regarding our initial visit or to request additional serviceLastly, it should be noted that the customer did not hire usThe home warranty company didHe is their customer and they hired us to diagnose his pool pump and collect the home warranty policy’s $ deductibleBoth of those responsibilities were completed

[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: ***
I am rejecting this response because:
Good afternoon, I'm not sure what we need to do at this point I've had a negative experience with this company I immediately reported my dissatisfaction to their representative on site They knew I was upset because he called the owner in front of me Since then, they only want to point fingers I have no ambition to work with this company ever again
Regards,
*** ***

We began working with this customer after receiving a claim from
his home warranty company that his pool (specifically the pump) wasn’t working.
While talking with the customer on the
phone to schedule the initial visit to diagnose the pool pump, we advised the
customer that there would be a...

$100 deductible, due at the time of the
diagnostic visit. This deductible is not a fee from JC Pool and Spa, but rather
a requirement of his home warranty policy. During this initial phone call, the
customer (a brand new pool owner) asked if we could also open his pool. We
advised him at that time that we would first want to get the pool pump working
so that when the pool is opened at a later date, the pool would be able to
circulate the water properly. (Without a functional pump, a pool won’t operate.)
After getting off the phone, we emailed the customer a flyer that detailed the four
steps and costs involved in opening a pool. Even our email message said “Just
let me know if you want to open with us after we get done with your insurance
claim.” We could not have been clearer that the pool would be opened at a later
date. We did not hear back from the customer about which opening steps he would
like us to handle (i.e. remove cover, start up equipment, add spring chemicals
and clean pool).
The next day, we made a courtesy call to the customer in the
morning to advise him that we would be arriving between 2:30-4:30 to look at
the pump. We even called him 30 minutes before arrival, as he requested. When
my technician arrived, he found a 3’ high stone wall leaning against the pool
pump. My technician assisted the customer in pushing the wall off the pump and
began his diagnosis. He noted that the pool was still winterized. He inspected
the pump (no damage from the wall falling on it). He estimated the age of the
pump to be 2-3 years old and, visually, in good overall condition. When he
turned on the pump, it started up without hesitation. The pump did all the
things we would expect it to with the pool still winterized. My technician
determined the pump was working, and asked for the $100 home warranty
deductible. At that point, the customer became frustrated that we weren’t
checking the pump while water was moving through it.  Since the winterized pool system prevented water
from going to the pump, we explained that there was nothing more we could do at
this time to diagnose the pump. When the customer inquired again about us
opening the pool, my technician said it was not on his work order and he had
other scheduled stops still to make that day. (Again, it was 4:30 in the
afternoon.) When the customer was reluctant to pay the policy deductible, my
technician called the owner of our company and was advised that if the customer
doesn’t pay the deductible, the home warranty company would bill him for it or
could opt to cancel his policy. (As a pool company that has worked with 4 home
warranty companies for 7 years, we know this is how non-payment of the
deductible is handled.) The customer did pay us the $100 deductible, writing in
the memo “for repairs that were not done.” The customer did not contact us to
express his disappointment/frustration or to request more information following
the technician’s visit.  Instead, he
filed a complaint with the Revdex.com. 
Unfortunately, we believe that this customer had unrealistic
expectations for our visit, due in part to the fact that he had just moved into
the home and wasn’t familiar with operating a pool. Had he been more familiar with
how a pool works, he would not have expected water to be flowing through the
pool equipment while the pool is winterized. Additionally, he chose to ignore
our plan to open the pool at a later date – a plan that was communicated to him
on at least two separate occasions.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This company points out that I
am a new pool owner.  That is not relevant to the fact that I requested
a full service prior to them coming out.  What their office worker is stating is not what transpired.  As a pool company, it is
their job to educate me to the logistics of their operations.  I spoke
with their agent Dana, she advised me that their agent would come out,
evaluate the pool, and then complete the opening if I wanted them to.  I
advised her during our phone call that I was looking to accomplish
everything on the initial visit.  She was apprised of my expectations.   I didn't want them to just come out
and look at our pump and that was clearly communicated to her.  I would
not have hired them if I knew that was their sole intention. My
biggest complaint with this company was the lack of communication
between their office and technician. The fact that I called and let them
know what my expectations were, and they still failed to meet them, is
the reason why I will never use them again.  It was also extremely
unpleasant dealing with their technician.  His demeanor was
lackadaisical and he was very argumentative with me.  Also, the fact that
they had an immediate appointment scheduled after my appointment and didn't have time to
address any of my concerns was discouraging.  The technician called his
boss, then his boss called Dana (the office lady I spoke with), and she
advised him that my claims of a full service request were not true.  The
technician hung up with his boss and immediately asserted that I was
lying.  From that point, I was done with this company... I would not
recommend them to anyone and will leave my share of negative reviews on
public sites to dissuade anyone from ever using them again.   The technician threatened me saying, "If you don't pay the $100, we will report it to your warranty company, and they will drop you."   All I was looking for them to do was apologize for the miscommunication and try to make another appointment in the near future to address my pool concerns. They
have no appreciation for their customers and could have created a long
term pool maintenance relationship with me with would have resulted in much more revenue than a $100 service fee.  Instead, they want to argue
semantics over a $100 service visit and did not attempt to make any
sort of apology for their poor service. 
Regards,
[redacted]

We respectfully stand by our original response to this
customer’s complaint about our service. We communicated clearly and
appropriately leading up to and during our visit. We did not however have the
opportunity to clarify any misunderstandings with the customer after our visit,
as he filed a public complaint with the Revdex.com within two hours
of our visit. His actions speak much louder than his words, as he states in his
most recent reply to the complaint - “All I was looking for them to do was
apologize for the miscommunication and try to make another appointment in the
near future to address my pool concerns.” It should be known that our visit
with this customer occurred exactly 10 days ago, and he has yet to make any
direct contact with us to voice his discontent regarding our initial visit or
to request additional service. Lastly, it should be noted that the customer did
not hire us. The home warranty company did. He is their customer and they hired
us to diagnose his pool pump and collect the home warranty policy’s $100
deductible. Both of those responsibilities were completed.