It is important to note that the owner of My Pool Xpert did not have any conversations with *** *** who is filing this complaint. He met only with her *** ***; she was not present at the meeting nor was she part of the phone call referenced in our initial response. The only service we offer is full weekly service which includes cleaning the pool and balancing the chemsIn her complaint *** states, "their agreement does not include the price of chems". This means they must have thought there would an additional charge each month for the chems used to treat their pool or they thought they were signing up for a service that only removed debris and brushed the pool.
During the meeting on *** *, *** *** said that $** a week was too expensive
and that he didn't want to pay more than the $*** he was paying with
their current service providerHe then said they would be talking to
other service companies. Our question is: if he really thought $** was the monthly rate (less than 25% of what he was currently paying) why didn't he sign up right away? Why did he wait two days to call us back? Again, *** *** acknowledged in both the meeting and during a later phone call that he knew the $** was a weekly rate and asked if we could do any better on the price. The truth is they are trying to take advantage of a notation mistake; one that we acknowledged and corrected before any service was provided.
We service several weekly customers in ***, in both *** *** and the southern section and would have gladly added the *** to our routes but not at a loss to the company. If as *** * *** contend, they believe our price at $**/month does not include chems, the only solution we offer is to keep the $**/month rate and additionally bill for the chems required for their pool each month. It is important to remember we monitor and adjust for seven different chemicals weekly. Unfortunately it is our opinion that at this point any working relationship with the *** would be starting with a trust deficit - on both sides
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The business owner is accepting they made a mistake, their agreement does not include the price of Chems and it is impossible to know how much his chems cost vs the standard. The reason we were looking for an alternative is because we were not satisfied with the service, but that did not mean we would let our vendor go without first securing a second alternative.
The business response is unacceptable, because they do not deal with the fact that they left the house with a WRITTEN OFFER for a MONTHLY service at $** USD per month. His explanations on the mistakes he made are not acceptable, as stated before we accepted the offer, signed off on it and you backed off from it claiming a mistake. Mistakes, although costly; need to be handled professionally.
Your owner told my [redacted] that that cost was "ridiculous" and that "nobody in [redacted] would offer anything at that rate". What is he then implying? That this is a matter of price and not of cost?
We did question his offer as being lower than our current supplier, but did not question his intentions as we have not seen any of his vans in our neighborhoods and thought he might have been looking to establish himself in the area.-
The only satisfactory answer that I can think of, is that he would live up to his promised offer.
Regards,
On [redacted], the owner of our company met with [redacted] to evaluate his pool and discuss weekly service. At that time [redacted] mentioned they had been having issues with their current provider and were planning to cancel service. During their meeting the owner of
My Pool Xpert told [redacted] for our company to service his pool it would be $**/week. Until recently our service agreements read "For weekly service the fee for our pool is $______ per week." This meant every third month a customer's bill would include a fifth week. After years of customers asking for a flat monthly rate to make their household budgeting easier, we recently switched from a weekly rate to a monthly rate. The weekly rate did not change, only the way it was billed. Fifty-two weeks of service are now prorated over a month period. When new service agreements were recently printed, the wording was amended to reflect this change. Our service agreement now reads "The monthly fee for my pool is $_______." This is a fairly recent change and the owner mistakenly wrote the weekly rate instead of the monthly rate. Once we realized the mistake on [redacted], we e-mailed [redacted] to explain and asked if he still wanted to start service. Our owner also called [redacted] to apologize for the mistake. At that point [redacted] admitted on the phone he knew the $** was a weekly rate and said, "but can't you do any better?" We apologized again, explained that was our weekly rate for a pool that size, and gave him the name of at least two other service companies he could contact if he felt it was more than he wanted to spend. [redacted] confirmed he did not want to start serviceShortly after that his [redacted] e-mailed to say she would be filing a complaint with the Revdex.com. In her e-mail she wrote, "We are holding the rate your owner submitted as valid,
therefore he was misrepresenting what your price and capabilities were leading
us to dismiss the pool service we already had and causing us to loose a good
supplier following your claims." This was a simple notation error that we admitted and clarified with the homeowner both verbally and in writing as soon as we became aware of it and before any service was renderedThere was no intent to misrepresent our price or services(No service company can provide full weekly service for $** a monthThe cost of chems alone would be greater than $** a month.) By his own words [redacted] admitted he knew the $** a month was a mistake and that they were planning to cancel their service provider prior to meeting with usWe apologize for the frustration this has caused the [redacted] but it seems clear their decision to cancel their previous service company was made before ever meeting with us
It is important to note that the owner of My Pool Xpert did not have any conversations with *** *** who is filing this complaint. He met only with her *** ***; she was not present at the meeting nor was she part of the phone call referenced in our initial response. The only service we offer is full weekly service which includes cleaning the pool and balancing the chemsIn her complaint *** states, "their agreement does not include the price of chems". This means they must have thought there would an additional charge each month for the chems used to treat their pool or they thought they were signing up for a service that only removed debris and brushed the pool.
During the meeting on *** *, *** *** said that $** a week was too expensive
and that he didn't want to pay more than the $*** he was paying with
their current service providerHe then said they would be talking to
other service companies. Our question is: if he really thought $** was the monthly rate (less than 25% of what he was currently paying) why didn't he sign up right away? Why did he wait two days to call us back? Again, *** *** acknowledged in both the meeting and during a later phone call that he knew the $** was a weekly rate and asked if we could do any better on the price. The truth is they are trying to take advantage of a notation mistake; one that we acknowledged and corrected before any service was provided.
We service several weekly customers in ***, in both *** *** and the southern section and would have gladly added the *** to our routes but not at a loss to the company. If as *** * *** contend, they believe our price at $**/month does not include chems, the only solution we offer is to keep the $**/month rate and additionally bill for the chems required for their pool each month. It is important to remember we monitor and adjust for seven different chemicals weekly. Unfortunately it is our opinion that at this point any working relationship with the *** would be starting with a trust deficit - on both sides
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The business owner is accepting they made a mistake, their agreement does not include the price of Chems and it is impossible to know how much his chems cost vs the standard. The reason we were looking for an alternative is because we were not satisfied with the service, but that did not mean we would let our vendor go without first securing a second alternative.
The business response is unacceptable, because they do not deal with the fact that they left the house with a WRITTEN OFFER for a MONTHLY service at $** USD per month. His explanations on the mistakes he made are not acceptable, as stated before we accepted the offer, signed off on it and you backed off from it claiming a mistake. Mistakes, although costly; need to be handled professionally.
Your owner told my [redacted] that that cost was "ridiculous" and that "nobody in [redacted] would offer anything at that rate". What is he then implying? That this is a matter of price and not of cost?
We did question his offer as being lower than our current supplier, but did not question his intentions as we have not seen any of his vans in our neighborhoods and thought he might have been looking to establish himself in the area.-
The only satisfactory answer that I can think of, is that he would live up to his promised offer.
Regards,
On [redacted], the owner of our company met with [redacted] to evaluate his pool and discuss weekly service. At that time [redacted] mentioned they had been having issues with their current provider and were planning to cancel service. During their meeting the owner of
My Pool Xpert told [redacted] for our company to service his pool it would be $**/week. Until recently our service agreements read "For weekly service the fee for our pool is $______ per week." This meant every third month a customer's bill would include a fifth week. After years of customers asking for a flat monthly rate to make their household budgeting easier, we recently switched from a weekly rate to a monthly rate. The weekly rate did not change, only the way it was billed. Fifty-two weeks of service are now prorated over a month period. When new service agreements were recently printed, the wording was amended to reflect this change. Our service agreement now reads "The monthly fee for my pool is $_______." This is a fairly recent change and the owner mistakenly wrote the weekly rate instead of the monthly rate. Once we realized the mistake on [redacted], we e-mailed [redacted] to explain and asked if he still wanted to start service. Our owner also called [redacted] to apologize for the mistake. At that point [redacted] admitted on the phone he knew the $** was a weekly rate and said, "but can't you do any better?" We apologized again, explained that was our weekly rate for a pool that size, and gave him the name of at least two other service companies he could contact if he felt it was more than he wanted to spend. [redacted] confirmed he did not want to start serviceShortly after that his [redacted] e-mailed to say she would be filing a complaint with the Revdex.com. In her e-mail she wrote, "We are holding the rate your owner submitted as valid,
therefore he was misrepresenting what your price and capabilities were leading
us to dismiss the pool service we already had and causing us to loose a good
supplier following your claims." This was a simple notation error that we admitted and clarified with the homeowner both verbally and in writing as soon as we became aware of it and before any service was renderedThere was no intent to misrepresent our price or services(No service company can provide full weekly service for $** a monthThe cost of chems alone would be greater than $** a month.) By his own words [redacted] admitted he knew the $** a month was a mistake and that they were planning to cancel their service provider prior to meeting with usWe apologize for the frustration this has caused the [redacted] but it seems clear their decision to cancel their previous service company was made before ever meeting with us