Surfside Pool Company

This business practices fraudulent sales practices, installs defective equipment, and fails to rectify problems that they admit are their own fault.1. We we charged $300 for a solar cover and winter cover, which we were quoted to be included in the package we purchased.2. We we charged over $1500 for the installation, when we were quoted a price of approximately $900.3. We were charged an extra $75 for a ladder installation, when we were told it was included in the quoted package price.4. We were charged an extra $50 for a liner which we were told was in stock, and then told was not in stock and had to be special ordered5. The pool installation was faulty, leaving a bowing and bent pool upright with is structurally unsafe. We are out well over $150 in money for pool water, and have no guarantee that they will fix this problem, when the pool was supposedly under a 40 year warranty, with full structural coverage for 4 years.Desired SettlementWe would like the pool repaired or replaced at Surfside's expense, along with a refund of the $75 ladder fee, and the $50 pool liner upcharge, and a refund of $150 for the wasted water we had to pump out of the pool due to its structural deficiencies.Business' Initial Response This issue has been resolved. The customer has been reimbursed for water and the installation was done by a subcontractor who has a signed agreement stating all charges before commencing work. All repairs were completed Sunday, 6/9/13.

Completed work without authorizationWe requested pricing information on pump and installation. Over a week later we received a call that the new pump was installed despite us never giving permission for them to do the work or enter our property. After checking the work, the pump failed after just an hour of run time. We called to report the issue and they returned a second time, again without calling ahead or getting permission which I requested they do when I called in. On the second attempt, the pump would not turn on at all. We called again and requested they remove the pump they installed and return our original pump (which worked albeit had a slight leak) they returned a pump different from the one they removed. After another call to them to inform them they had returned the wrong one, they hung up on me the first time. I called right back and was told "the serviceman has gone home for the day". I informed them that we just wanted our original equipment back and we wanted to be restored to the state we were in prior to calling them for pricing and came to file this complaint. We are looking for help to just get the equipment they were NOT authorized to remove returned so we can find an alternate service company.Desired SettlementLooking for the return of our original equipment in the state it was in prior to it being removed. No damage, no removed parts. Business Response [redacted] XXXXX[redacted] XXX-XXX-XXXX [redacted] XXX-XXX-XXXX[redacted] 2015To whom it may concern,RE: Complaint # XXXXXXI am the owner of Surfside Pool Company responding to complaint number XXXXXX filed by the [redacted] of [redacted] I started this business 43 years ago and have established six locations throughout [redacted] and [redacted] We have done this through good business, competitive pricing, and excellent customer service. In 43 years of business, this complaint rates as the most unethical and devious scheme I have been involved with.The facts surrounding the above mentioned complaint are as follows: On or around [redacted] 28th 2015, [redacted] came into our store at [redacted] St in [redacted] Mr. [redacted] told my manager, [redacted], that he needed a new pump and motor. He also asked how quick this could be done. Another employee, [redacted] of [redacted] witnessed this conversation and assisted [redacted] in giving Mr. [redacted] pricing for the new pump with labor. There was no mention of calling first.In the springtime, as customers open their pools and prepare for the summer, we receive more service requests than we are able to handle. We do our best to provide service to our customers on a timely manner. On [redacted] 2015, our techs had an opportunity to install a new pump for the [redacted] Knowing that Mr. [redacted] "would like someone to come out and install the pump as soon as possible" (see attached work order), we sent our techs to install the new unit for him. There was no power at the pump, so we were unable to test it when we installed it.The next morning, an employee left a message on my desk from Mr. [redacted] that read "Upset because we didn't give notice." I returned his call while two people were in my office. The conversation was civil and pleasant. He mentioned that he wasn't aware we were coming, but his main issue was that a message was left to go to the store and pay the bill but he didn't have the amount. In addition, he told me that the pump cycles on and off so something is not right. I told him the wiring probably had to be changed from 110 to 220 or vice versa, and that we would go back and reverse it. I then told him not to worry about the bill until we got the pump going. He accepted the plan to rectify the problem.On [redacted] called Mr. [redacted] and told him we would return that morning to look at his pump. Mr. [redacted] informed [redacted] that he was at a soccer game and wasn't going to be home, but gave him the OK to send our techs. Our techs switched the wiring that day, but again had no power at the pump to test the unit. Later that day, on [redacted] Mrs. [redacted] called my called my store and proceeded to berate my company using words like "the most disgusting business". She was was rude, harsh, and insulting. She demanded the new pump be removed. [redacted] had a tech on the road in the area of the [redacted] residence, and instructed the tech to go and remove the pump as the homeowner had requested. Mrs. [redacted] called again, this time informing us that she wanted the old pump back and that if anyone from our company stepped foot on her property again, she would call the police and charge us with trespassing. When we are hired to replace a piece of equipment for a customer, it is standard practice for us to remove the old item and dispose of it for the customer, unless it was specified by the customer that they would like the old item to remain. Since Mr. [redacted] did not make mention of keeping the old pump on the property (see attached work order), the pump was disposed of in our dumpster on the day it was replaced. We went into our dumpster to retrieve what we believed was the original pump, and sent a tech back to the property with it. We were told by the homeowner that she would file trespassing charges against us if we stepped on her property. Therefore, I instructed our tech to leave the old pump at the bottom of their driveway. After we returned the pump, Mr. [redacted] informed us that it was the wrong pump, and that he has a picture of his old pump with the serial number. We did not have a picture of his pump and serial number, as this is not a normal practice for either my company or any of my other customers.Several days later, I took a call from Mrs. [redacted] when she got the bill. She started with the "unauthorized business" which I immediately told her was nonsense. She said we needed written consent and there's no proof that they wanted the job done. Perhaps she and Mr. [redacted] had not communicated with each other; both [redacted] and I had phone conversations with him about completing the job. Furthermore, in most service related industries, written authorization to perform a job is not standard procedure. After all, when you call your plumber, electrician, appliance repair, etc., does anyone get written authorization? No, the repair is simply scheduled.My belief is that the original issue with the [redacted] pump was in the wiring and not in the motor. When we rewired the motor the second time and it worked, perhaps the [redacted] realized the same and that they didn't need a new motor at all. Rather than be upfront with us and tell us this, they escalated the situation and declared this was "unauthorized business". Had they been upfront with us, we would have gladly removed the pump and simply charged them for the labor.My intention was to file a small claims case against the [redacted] Although I would not be granted the full amount, I would be awarded [redacted] in service charges. I have four witnesses who are prepared to attend small claims court with me.My resolution to this matter is as follows: The [redacted] agree to never visit any of my stores or call us for service again. If they agree to do so, I will drop my financial claim against them. I have enclosed our work order and notes for reference.Very truly,[redacted] Surfside Pool Company