Pool Surgeons

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below unfortunately, I do not agree with ***If all the details of this service was mentioned including that water in the pool needed to be cleaned out with debris, then I would not have wasted their timeTo my understanding, opening a pool meant preparing it for the summer to be used which included cleaning it outThis is where the misunderstanding of this service began which I can understand because it must have been assumed I knew thatThe issue that I have is this Stcharge fee (as labeled in the bill sent to my address)This fee was never mentioned and no service was actually performedI ended up doing all of the work with my father-in-law after I was notified it was not considered a standard opening of the poolI would gladly pay any charges for work that was done but nothing was done for meI do not feel it’s right to pay for a “Stop” charge that was never brought to my attentionMaybe it was assumed that I knew this aspect of pool services like it may have been assumed I knew the condition of opening a pool; however, I truely did not know any of this at allAlso, I would like to apologize for not being available by cellphone during business hours due to my company’s policy of not accessing personal devices because of working with sensitive data such as SSN, addresses, etcI did receive the bill sent to my address with the interest rate increaseI would completely understand if Pool Surgeons would still like to take this to court as mentioned in the notice sent to my address; however, I do not feel that paying this fee is a justice to me because no work was even performed and this charge was not mentioned to me prior to the professionals coming out to my address just to say they cannot do any workOnce again, I would like to say I do not believe Pool Surgeons means any ill-will and this is most likely a result of miscommunicationRegards, [redacted]

Thank you again for your work on this matter.Mr*** was advised of all charges verbally prior to scheduling any workWe in good faith went tohis home based on his information to provide serviceWhen we got to the home and things were not ashe explained we provided our professional observation and advised what needed to be doneAt thistime we feel we have spent enough of our time and resources in a very busy season trying to collectmoney from Mr***Prior to him contacting you I had left messages on occasions, he did notreturn any calls therefore we sent a collection letterIt is obvious he never intended to pay andAlthough we feel we have done nothing wrong we prefer not to continue to waste your time or ours.Sincerely, *** L*** Pool Surgeons Inc

Dear ***- Thank you for taking the lime to review this complaintAttached you will find our supportingdocumentsAny questions please feel free to reach out anytime.On 6/12/Mr*** contacted us by phone to schedule an Inground Pool OpeningHe also advisedhe was not familiar with pools so I
explained in detail what a "standard opening covers" (hooking uppump, filtration system, balancing chemicals, checking system for leaks, and I advised him that his poolopening would be $plus tax, and that the water must be pumped off the standard cover before ourmen arriveI also explained if he would like we offer a "pool school "type of service where we couldcome to the home and teach him about his pool, care of the pool and what is required, and explainedthe service rate is $158/hror any part thereofWe scheduled the opening and advised we would callthe night before to confirm.On 6/when my men arrived (we have 2professionally trained skilled men per truck) the pool was halffull with black water, it was full of leaves and pine needles and was in no way ready to be openedWeexplained to the customer (*** was not home) that the pool was in bad shape and what needed tobe done was to drain and clean the pool fill with fresh water and then hook up the equipment, (this wasin no way a pool opening) She stated she will speak with him and let us know what she wanted.We never heard back so on 7/at 3pm I left a message againNo response.Our service rate to come to the home (I don't know any company that advertises their rates on awebsite) is $per hour, (we do not charge fuel surcharges or anything it is just a flat rate)Due to thesituation the customer was in we reduced the rate to $and sent the invoice.No payment was receivedI left messages on 8/4, 8/8, 8/16, 8/28, 8/&9/When I did not get anyreturn phone calls I sent a letter of intent (copy attached)As of this date I have not received anypayment or return phone callWe did not add interest we just wanted to get paid the amount we wereowed.The customer stated there was no contract, we verbally and in good faith service (open, close, clean)close to pools per season, if we required each person that verbally calls in for a service call to sign acontract, no work would ever get doneI am not familiar with any service company that goes to homes(using our fuel, our men, our truck) and gives advice or recommendationsWe pride ourselves on our communication with our customers, we guarantee our work and standbehind anything we doThis customer was advised in detail what the rates are and the service thatwould be provided for those rates.Sincerely, *** L*** Pool Surgeons, Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  unfortunately, I do not agree with [redacted]. If all the details of this service was mentioned including that water in the pool needed to be cleaned out with debris, then I would not have wasted their time. To my understanding, opening a pool meant preparing it for the summer to be used which included cleaning it out. This is where the misunderstanding of this service began which I can understand because it must have been assumed I knew that. The issue that I have is this Stop-by charge fee (as labeled in the bill sent to my address). This fee was never mentioned and no service was actually performed. I ended up doing all of the work with my father-in-law after I was notified it was not considered a standard opening of the pool. I would gladly pay any charges for work that was done but nothing was done for me. I do not feel it’s right to pay for a “Stop” charge that was never brought to my attention. Maybe it was assumed that I knew this aspect of pool services like it may have been assumed I knew the condition of opening a pool; however, I truely did not know any of this at all. Also, I would like to apologize for not being available by cellphone during business hours due to my company’s policy of not accessing personal devices because of working with sensitive data such as SSN, addresses, etc. I did receive the bill sent to my address with the interest rate increase. I would completely understand if Pool Surgeons would still like to take this to court as mentioned in the notice sent to my address; however, I do not feel that paying this fee is a justice to me because no work was even performed and this charge was not mentioned to me prior to the professionals coming out to my address just to say they cannot do any work. Once again, I would like to say I do not believe Pool Surgeons means any ill-will and this is most likely a result of miscommunication. Regards, [redacted]