Wolf Pools & Spas, Inc.

We've purchased a pool cleaning robot on 6/10/2015. Product quit working on 6/13/2015 during second use. We've tried to contact multiple times to maker of the product but they never answer and only option is to leave a voice message which we did leave multiple messages but nobody returns the calls. I took product back to Wolf where I purchased it from and was told items are not returnable and they are not responsible for it.

Review: In February of 2014 I ordered and paid $500 for a new hot tub cover for my 2002 Sundance Marin Hot tub. It was first delivered in April and when it came it ended up being a hot tub cover for a different year Marin Hot tub and is too big for my unit. The delivery driver noticed as much and took the cover back right away and said they would order a new one. The new order came on Thursday June 5, when a different delivery driver stopped by placed it on my hot tub and left right away. I did not get a chance to use my hot tub and inspect the actual cover until that Friday evening and I noticed that it was the same cover they dropped off the first time in February which is too big for my unit. On Sunday June 8th, I went into the store located in Franklin and talked to the Manager [redacted] who said he would call ** at the Brookfield location and get the correct size hot tub cover delivered. I still have not received the correct hot tub cover and I have been going into the store every month asking where it is. I continue to be told it is on its way with various excuses. I have also sent a few emails which always go unanswered. So it has now been almost 9 months and I still do not have the correct item which I paid for in February.Desired Settlement: I would like correct size cover I ordered for my unit to be delivered or else I want my money back so I can order the correct cover from a different location.

Business

Response:

Looks like we could have done better with this one. From my checking we have some wrong information from the mfg of the spa and the cover mfg.

Review: This year, we used [redacted] Pools and Spas to open our pool. Two gentlemen came out to complete the job. As the pool water level was not up to where it needed to be by 5 pm, they asked that we call them when it was full so they could come back to finish opening the pool. After calling them, they came back to "finish" the job. After they came, we were having multiple problems with the pool including the use of far more chemicals than usual and they pool was constantly dirty. After more phone calls, we were told that our phone number had been lost and so "they had no way to reach us." (Our home is less than 2 miles from their shop.) Our pool filter was not working causing all of the problems. Our insurance company took care of this issue through another pool company who we than had to ask to finish opening our pool. We received a bill for the full amount of the pool opening despite [redacted] Pools not having completed the pool opening and costing us money as we were not able to keep our pool balanced as well as having to ask another company to come finish the job. We put the bill aside to call [redacted] Pools and Spas and explain the situation. Over the next month, we received 5 phone calls. The first 2 demanding payment and the last 3 threatening to take us to collections. We called to speak to a representative. They did not voice any concern over the lack of service provided. My husband paid the bill on July 23-still in a timely manner from the bill being issued.I emailed [redacted] Pools on July 30 as our credit card was processed for $200 dollars over the amount due. I was told again that they had lost our phone number and had therefore not refunded the money. They did call me back and refunded the $200 on July 31.When looking for a quality company, I look for clear communication, and quality service. As neither the service was incomplete and followed by harassment, this is not a company I recommend. We have tried emails and phone calls. They have not made any attempt to make it right.Desired Settlement: While I would like to see half of the payment refunded, more so, I want this on record so others do not receive the same lack of service.

Consumer

Response:

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.

Dear Sir or Madam,

I have tried to take a few days before responding to this email as this situation and the lack of respect on the part of [redacted] Pools has been shocking.

First, they closed our pool last year and as we were satisfied with their service, we hired them again in the spring. They did not come to deal with a new home owner as we have lived here for 2 years. They did come back to turn on our pump at which time they failed to let us know that our filter was not working. We called them multiple times and our calls were not returned. When finally returned, the gentleman said that he had tried to call us to tell us the filter was broken, but did not have our number. My husband had by that time called multiple times. We let it go and simply decided not to use their service. We enlisted another pool company. When we received the bill, we were shocked as we had spoken to the service gentlemen about service provided. Mr. [redacted] than goes on to state that OUR phone did not work. OUR phone was never a problem-in fact, as my husband does have a different area code, he is always sure to double check that his phone number is correct. Calling and leaving threats for customers is a problem. If you have issue with wanting to be paid faster, a second bill can be presented and there are collection agencies. When my husband called, he did inform [redacted] Pools that the job was not completed. He said his call was met with indifference. They did not care. I found the error on our credit card statement a week after the mistake had been made. Again, I ask, how can you loose our phone number when you have not completed our service (as stated by the gentleman opening our pool) but have it when leaving threats and then NOT have it again when you overcharge us by $200? I emailed [redacted] and they did promptly refund the $200. By this time, they had two emails and 2 phone calls about their lack of service provided. Still, they did not appear to care about the lack of service provided.

Pride in workmanship and honesty are integral to providing service. Neither have been shown by [redacted] Spas. They have not taken ownership of any of their mistakes. We chose to let the first- the lack of providing the service requested, but after the harassing phone calls and loosing our phone number when it is convenient-does not work for me. Had just one of these occurred, a complaint would not have been made.

Again, I wish this to be filed as I do not want another customer to be treated as we have been. Thank you for your time and consideration.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

There is no action we can take and they were late to pay their bill. Opening a pool does not mean that we repair the pool too or what items they are referring to .

Business

Response:

The homeowner did not contact [redacted] Pools & Spas by email with issues until after the bill was paid. If there was a problem with our service in regards to the bill this could have been addressed any time after the service for the pool opening. They disregarded our phone contacts of June 23, July 11, July 16, and July 23, 2014. Work was completed on May 29, 2014. They were billed for the opening as quoted. Error was made during the payment of the bill. Apology was sent by email for the mistake on credit card payment July 30, 2014. They were never overbilled. We refunded the overpayment the next day when it was brought to my attention.

These people will do anything to make a sale including lying and backing done on promises. Do not buy from this place, customers are not there first proirty.