ComplaintsforFamily Pool Service

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  October 24th 2021 paid him $390 to close the pool and add cover May 24th paid him $150 to open pool June 14th He came back after I added water to fill the pool up and cleaned it, added shocked, and started pool.June 15th I got home and noticed the pool was not working. The salt cell was leaking, the cords were laying all around, the plugs were black and wet from leak, and the pool pump was off. June 17th He came back out and said the pump is blown. He is refusing to replace or reimburse for costs.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT USE...POOL WAS NEVER CLEAR AND I WAS MADE TO USE MY OWN PRODUCTS! This is the text I sent **** the morning after my pool was so called cleaned for $324 (4/15/2022). **** was a no show twice and has yet to correct this situation 6 days later!!! "Your reviews on Google had me really excited about your services.. I DID NOT get any of those benefits on yesterday... 1.You all arrived an hour late and only communicated that after I texted 20 minutes after your scheduled time. 2.) Though ****** was nice, he was not interactive unless I asked him a question and then he just referred me back to asking you. He was on the phone 80% of the time he was here, which would of been fine as long as he was providing some type of info to help me understand how to maintain the pool better. 3.) I was not aware that I had to have my own chemicals and provided him everything I could find, including the shock and yellow out substances, as well as garbage bags which he obviously ran out of. 4.) ****** left leaving stuff sparingly around the yard (the cover in the grass, the water bags near the storage container, and heavy garbage bags near the garbage), which I had to get up. I thought he would have at least asked where I to place everything before he left. 5.) Additionally, you text me at 10:42 p.m. asking me not to turn the pump on, which I honestly don't think ****** ever turn off in the middle of a raging storm. I know I have never even messed with the pump to turn off, so I'm sure it is still on. I am also not aware how to turn it off exactly. These are the things having a directive on would have helped me with. I attempted to call you back just to make sure everything was in order and to pay you but you did not answer. I am just so upset this morning about the price I paid for the service that was rendered. However, I did pay you and I'm praying you can rectify..."

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/04/27) */ Good morning, I'm so sorry for delay response, received your notification about the my customer, I understand sometimes it's hurts when you paid for a service and then you don't get the right service you expected... I tried as I can to ask my beloved and valued customer for me to go there myself so I can fix and give her a free vacuum service in order to make her happy and apologize for what happened before but she wasn't ready for this. At the first time I sent my crew ( my guys ) yo opening her pool and it looks they did mistake ... that's why I decided to go there by myself... but her schedule was somehow tight since she said she is available from 5pm which was too late for better cleaning service ( pool service) .. I missed her first appointment and asked her to go there anytime early before the 5pm but it didn't work. I am still love and wish to handle this whenever she is ready. Thanks . ***** **** Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ****, the time-frames you have described for returning after 5:00 p.m. is not true. The first time you were scheduled to return was Monday, April 18, 2022 at 4:00 p.m. I then placed a call later that night to remind you that you failed to come and that I was getting nervous you wouldn't return. So, we rescheduled for 4:15 Wednesday April 20th, but we both agreed that due to rain you could come Thursday the 21st at 5:00 p.m. and I confirmed at 4:58 I was home on the 21st. You then told me you were vacumming another pool. At 7:41, I texted "Mr. ****, I am assumming you won't make it today." You replied at 8:05 p.m. "Yes I'm so sorry I just finished my last pool, it was a drain clean so it took a while." You further explained you can come anytime Friday without me being home. I explained that I have a large dog and wanted a refund due to my level of fustration with all of the no call no shows you had, which was sent at 10:23 p.m. You NEVER RESPONDED AFTER THAT. Friday I then requested via CashApp a refund, which you declined. That is when I filed this complaint with BBB, as well as our state's Consumer and Affairs Department. I also filed a claim with my bank to get my money back for services NOT RENDERED. As you stated, I paid for a job that was not done right or as expected. Even with working with you to come back, you did not show up twice after confirming you would. I had to request my money back when in all actuality you should have given it back to me. I just want you to refund me my money back to dissolve this complaint and the others I have against your company; It is the right thing to do. Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩