Mirage Pool 'n' Spa

First off Mr. [redacted] did not call to schedule the pool opening it was Mrs. [redacted]. I knew that my wife called to schedule the pool to be opened what I did not know was the date. After learning that they had come out and that we were supposed to add water I contacted Mirage on April 4th at 5:30pm. I left my cell phone number because they asked if someone could call me back I said yes and received a phone call back from Chad at 5:33 PM (see attached phone log record. Chad said the tech got the main drain going on the pump, he told me to fill pass the return lines and start the skimmer. He said that due to the tech’s schedule they would have to come back on a different date to complete the “final sweep.” I told Chad that I needed to get the pool cleaned because my house is on the market and we wanted to get the pool presentable. I asked that I receive a phone call prior to Mirage coming back out to do the final sweep.
In Chad’s response to the original complaint he states that I called on April 15th to request the follow up service on April 18th. This statement is untrue and a blatant lie by Chad and if it is not I would like Chad to prove it by providing a call log. The original invoice dated April 4th (see attached) states that they would be back in a couple of days to finish cleaning the pool. My original conversation was for Mirage to contact me prior to their return for the final sweep. So the question is why I would call on the 15th to schedule something that was already planned. Again let me emphasize that this allegation of me calling to set up an appointment is another one of Chad’s lies.
When I called on the afternoon of April 18th to ask why Mirage had come out to the final sweep prior to notifying me, Chad did explain that the tech found the pole in the pool and that he attempted to call my land line rather than my cell phone. Chad also stated that the tech found a hole and would have patched it but did not have a patch kit with him. I asked Chad why I wasn’t notified prior to them coming out like I had requested on April the 4th. I explained to him that I had wanted to be notified prior to them coming out because I knew that it would be potentially longer than just a couple of days as stated on the original invoice. I explained to him that I swept and cleaned the pool up myself because I wanted the pool show ready for potential home buyers. I told him the pole was in the pool because the pool store I bought my chemicals from told me to place anything that had been in contact with the pool in the water. When Chad leaned that I went to a different store he became agitated and said ok fine I won’t charge you for the final sweep. I asked if they would patch the hole and he said no.
I never expected the cleaning service to be done for free; I expected a call prior to their arrival so I could tell them I no longer needed the service since I did it myself. I don’t think that waiting 14 days for them to comeback is reasonable especially when they state on the original invoice that they would be back in a couple of days.
When I got home the night of the 18th I found that my sweeper had been turned o and it was stuck on the pole that was in the pool witched caused the pole to make a hole in the liner (the sweeper was turned on by the tech see attached second invoice dated April 18th).
When I called Chad on the 20th I stated that due to his tech coming out and starting the sweeper it made a hole in the liner. I asked since you were going to fix it but your tech did not have a patch kit will you fix it. Chad said “no we will not fix it”. I said Chad, it doesn’t even look like your tech swept the pool. Chad responded with “no he did not sweep he noticed the hole called the store to report it and I asked him not to do anything and to just come back to the shop.” I said then what did you bill me for? He then became angry and said “you are never happy with us” I said what are you talking about? He said that in 2008 he had to credit my some invoices for something they did and I was not happy about. I asked him to explain and he did not. I asked Chad if he was going to do anything about the hole he said no and that’s when I hung up.
The fact that Chad lied about not having a different phone number to call me at, that I called to schedule service on the 15th and that he attempted to bill me for services that were not performed which he admitted to; simply prove his deception, lack of accountability and worst off his absence of any integrity what’s so ever.
I am not requesting that I have the final sweep performed for free. My pool is clean I have taken care of it myself. But the fact that his entity is responsible for the damage to my pool and the fact that he is a blatant liar needs to be remedied. I don’t want Mirage to come anywhere near my house. I want them to pay my cost for the pool company that I have hired to do the repair. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Review: Upon my visit to Mirage Pool N Spa in June 2013, I was informed by the store employee that all payment processing methods were experiencing technical difficulties (including credit, debit, and cash – no checks allowed) and the only way I would be able to make a purchase, would be for Mirage Pool N Spa to send an invoice for the balance. I waited in line and observed the store employees as they told multiple customers in front of me the same thing. After I visited Mirage Pool N Spa in June 2013, two attempts were made by me to receive an invoice. Both phone calls I made to the store ended with the store employee telling me that they would send out invoices soon with no invoice ever sent. To date, I have never received an invoice from Mirage Pool N Spa. In fact, this is the first notice I have ever received indicating that a balance is due to Mirage Pool N Spa. This is despite the fact that [redacted] has my correct mailing address on file and one could conclude that since your company has my correct address, the creditor would also have had my accurate mailing address on file. In light of the events on June 30, 2013, any customer who made purchases at Mirage Pool N Spa that day likely had the same experience where they were set up with a billing account and never invoiced, only to be turned over to collections 18 months later. Additionally, after this company turned my account over to collections, they have failed to substantiate ANY amount owed to them over $14.98. The math they have done on their collection notice is highly inflated and incorrect, where they attempt to bill me for exempt taxes and despite their own demand for 12% apr, the balance they suggest I owe is nearly 8 times the amount of the initial sum, close to $120. They provided incorrect information to their debt collector, suggesting that they have billed me each month "on or around the 20th of the month" but can not provide ANY evidence of billing. When I tried to call them to speak with their accounting office, I was promised a return call on three occasions and have yet to receive a call back as of the time I am writing this complaint, nearly 6 weeks later.Desired Settlement: Cancellation of debt collection account.

Business

Response:

RE: [redacted], [redacted] (Mirage Acct [redacted])On June 30, 2013 Mr. [redacted] came into Mirage Pool 'n' Spa to purchase 2 gallons of liquid chlorine. At the time he came into purchase, our ability to run credit or debit card transactions was unavailable due to an internet action. Payment via check or cash would have been available at this time, as most of our other customers of the day chose to pay via this method, but Mr. [redacted] chose to create an account with the option to send in payment via check, call in with a credit card, or revisit the store at some point in the near future to remit payment on the account.As of December 31, 2014 the balance on the account remained and had accumulated rebilling fees. The last thing that we want to do is send any customer to collections, but without any payments, contact or response of any sort from Mr. [redacted] in regards to the balance on his account, we were left with no other option. The phone number provided by Mr. [redacted] at the time of opening the account was incorrect. Statements are mailed out monthly on or about the 20th and records indicate that no mail sent to the above referenced address that Mr. [redacted] provided was ever returned to us during the nineteen months that Mr. [redacted] would have received statements. After an extended period of internal collections attempts we had no other choice but to submit the account to [redacted]'s. Please see the attached copy of the original signed receipt.

Consumer

Response:

To Whom It May Concern: