Complaints

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• Initial Complaint

  Date:27/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Chad to get help repairing my broken pool motor. He said to sent photos of it. I did that and he said the motor is too old to be repaired and I would need to have a new motor. He quoted me a motor and work and told me that I need to etransfer the money for the motor and he will be there the same day. He really delivered the motor on the same day and told me that he would install it the next day in the moring. As I called him in the afternoon the next day he told me he is busy and would be there when he can. The day after this I called him in the morning and he routed my calls to voice mail. I used the office phone and he told me that I am not allowed to call him and that he would come. The fourth day I get around 10pm avery wierd email telling me that I can look for another person to install the pump and I wil not find anybody. So he never intended to do the actual work. I wrote him that I should take the pump he sold me back but it seems I am blocked. My old retired ppol person just repaired the old pump in 5 minutes. The retired pool person told me that Chad's pump is not good at all and tends to break very easily and requires a lot of maintenance. He actually said "taht is the worst pump ever"

  Business Response

  Date: 27/07/2023

  We delivered the pump as per our agreement,  the customer by the second day called 4 times in a span on 40 mins, then called from another number.

  She was told in advance how busy we were and it may take a few days.

  She started ******* *** ***** ****, I hung up on her.

  I messaged her later and said as quoted.

  **** **** ***** ********** ***  **** * ******* ****** **** ********* **** ****** ** *** ********* * **** *** ******** *** ********* *** **** ****** ***** *** **** **** ***** ** **** ******

  ******* is a leader in the pool industry,  and the sold pump is one of the most widely used units.

  I will not tolerate **** *** ********* behavior toward me or my staff.

  We don't do returns...Best regards.

  Chad.

  Customer Answer

  Date: 28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The agreement was not just for the delivery of a pump. As seen in the invoice/quote, the agreement was the pump AND the installation. Since he is refusing to complete the installation as quoted, he is in breach of contract. Which is why we are asking to return our advance he received for the pump. There was not and is not an agreement to buy just a pump from him. The quote is for both: the installation AND the pump. 

  After delivering the pump on July 5, he left me under the genuine impression to install the pump the next morning. There was never any indication that there would be a larger delay between delivery and installation. 

  I called him the next day, July 6, since I thought he would come in the morning. He said that something unexpected had came up, so he could not make it and would come later. After he did not come on this day, I attempted to call him on July 7 to find out when he would install the pump. Our phone log shows 3 attempted calls on this day. He did not actually take any of these calls, so I used a different phone to reach him. I never got abusive or rude to him. I just wanted to know when he would come and why he never told me that it might take some days until he can install the pump. He refused to give me any timeline. After I mentioned to him that he should have told me that, and a pump without installation is worthless to me, and that I would not have accepted his quote had he told me there would be a potentially long delay, he hung up on me. 

  He wrote me the text he quoted on July 8th, that he refuses to work for me, putting him in breach of contract. This is why we still want our advancement money back. 

  Sincerely,
  

  
  **** ***