Tune & Toler, Inc.

Review: We were told we would have a full design and any additional cost set in the fall of 2015. Our sales person never completed this. He took our deposit and disappeared. He said he had medical issues and that is why he didn't fulfill his side of the deal at the time he said he would do it. That is fine. ..then return our deposit. He was supposed to completely design or pool area and never did. He had not measured the area, checked our electrical, nothing. I have a text message from nov 4th saying he would complete it with in a couple of days. I have a message from october saying the same thing.Desired Settlement: I want our $5000 deposit refunded in full. We paid the deposit with many promises from the [redacted] person. I have contacted the business and told we can only work with him. We have waited over 5 months for a pool design that was originally supposed to be completed in September. I have text messages that confirm this. I understand the sales person had health issues, but we were completely ignored once we paid the deposit. Their side of the deal was not completed. We want our full deposit refunded. No other solution is acceptable at this point. It has been to long.

Business

Response:

The customer in question placed an order for a swimming pool and signed a contract on August 17,2015---- with a desired start date of "Spring 2016". The customer paid a standard 5000.00 deposit on 8/25/15 and signed the contract which is clearly noted that " this deposit is non-refundable". This is typical because all our pools are custom built fiberglass pools and if a customer backs out of a deal, we are stuck with their pool and cannot return it.The customer claims to have made several requests for an installation sketch and having not received one, made the decision to cancel the deal. I received no such phone calls and was not made aware of any issues of dissatisfaction until we contacted the customer in preparation for their installation in March of 2016. It is unreasonable to believe that the customer was so unhappy that they would cancel their pool installation , yet make no formal contact as such until we contacted them to install. Also, around this same time, we received notification that the customer had been denied credit for the full project through the finance company-----we don't feel that is a coincidence.It is our belief that the customer was unable to afford the deal for which they had committed and therefore felt they had to fabricate some controversy to back out. It is our desire to install a quality project for a reasonable customer for their long term enjoyment. We take no satisfaction in holding deposits without warrant.Despite the fact we have their pool in our inventory, and we incurred costs of zoning and building permits, and the contract they signed states the deposit is non-refundable, we still fully refunded their deposit upon being made aware of the situation. A letter or phone call written to us instead of the Revdex.com would have netted the same result because it is how we do business---honestly and fairly. It is disappointing that the same honestly and fairness isnt always reciprocated.This has been satisfactorily resolved and I have emails from the customer stating the same.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,