Pelican Bay Pools

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We went to the customers property on Friday, December 20th. His pool motor needed to be removed and rebuilt. We removed the motor and left a drop off slip indicating the repair would take 3 - 5 business days. The technician dropped the motor off on Monday, December 23 for repair. At that time, we...

were advised the repair shop would be closed for a few days over the holiday. The warranty company who asked us to go on this call, contacted our office on Monday the 20th and we advised the motor was in for repair and it would take 3 - 5 business days. With the Christmas and New Years holiday 3 - 5 business days would take us to approximately New Years to get the motor back. We received the motor on January 3rd and the technician worked on Saturday the 4th , his day off, and installed the motor for the customer. Because this is a warranty call, once the warranty company contacts us for an update, they contact the homeowner - this is their policy. We apologized to the customer and installed the motor as soon as we received it.

Review: Lack of service and communication. On 12/20/13 Pelican dispatched a technician to repair the motor on my pool. I was not present for the repair. I asked the technician to call me and advise me of the status. He failed to do so. On Monday, 12/23, I called the Pelican offices and received a recording that they would be closed until January 2, 2014. On 12/27 while checking on the condition of my pool I found an invoice from Pelican on the ground indicating the motor would be repaired and re-installed in 3-5 business days. On the morning of 1/2/2014, I called and talked to the receptionist who advised me she had asked the Manager to call me. I received no calls from Pelican today. As of this date, 1/2/2014, the motor has not been installed nor has anyone from the company contacted me and given me any indication of when it will be installed. My pool is filthy and the water level in the spa is very low because of a lack of circulation. I'm concerned about damage to the pebbletec due to sun exposure.Desired Settlement: Get the motor installed now or allow me to do it myself using a different service provider.

Business

Response:

We went to the customers property on Friday, December 20th. His pool motor needed to be removed and rebuilt. We removed the motor and left a drop off slip indicating the repair would take 3 - 5 business days. The technician dropped the motor off on Monday, December 23 for repair. At that time, we were advised the repair shop would be closed for a few days over the holiday. The warranty company who asked us to go on this call, contacted our office on Monday the 20th and we advised the motor was in for repair and it would take 3 - 5 business days. With the Christmas and New Years holiday 3 - 5 business days would take us to approximately New Years to get the motor back. We received the motor on January 3rd and the technician worked on Saturday the 4th , his day off, and installed the motor for the customer. Because this is a warranty call, once the warranty company contacts us for an update, they contact the homeowner - this is their policy. We apologized to the customer and installed the motor as soon as we received it.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,