Complaints

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• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On October 28/2024 Remington Leisure Scapes came to do the closing of our pool, before arrival, notify company to use left side door and responded to my msg. Our other door of our fence had shifted and unable to open it. After arriving home that evening and putting the filter away, noticed our door was crooked and when looked closely notice it was completely broken off the post from the hinge. Seen on the camera that the technicians are indeed using that door that was unable to be open du to the shifted wood, and was seen on the camera that they come to check the camera to check if we could see them . I contacted Remington the next day to confirm if the technician mentioned anything about an accident of damaging our door, and states nothing was said, and she was gonna check with them. Was asked by the owner for pictures and video and was send to him as asked for, then owner admitted that the technician did admit to using that door but it was the fault of the company that did the fence wrong. Owner asked me what would we like to have done due to the damaged and ask to have the fence fixed and said he could call me Oct 31st to talk. Owner did called me as planned and was very disrespectful and refusing to pay for the fence they damaged, state it was our fault and the fence company fault. Denies it was not his technician at first, then went to blaming me for not going in details of the issues with my fence and so on. Owner was verbally aggressive and disrespectful that I had to end the phone call. Owner did charge me full amount for pool closing 609.49 for their service and was paid in full but refusing to fix the fence they broke,.

  

  Business Response

  Date: 08/11/2024

  We were hired to winterize the home owners pool as we have done in previous years.  In the attached correspondence chat message she mentions to use the gate to the left of her house to get in the back yard, which we did and we have done in all previous work.  She does not mention that a gate is broken or non-functional.  Once in the property we need to drain down the pool, my staff have always used the side gate to drain the pool into a drainage ditch that is there by the pool heater.  We also always used that gate to access the pool heater to winterize and unhook it(see picture of the yard with red markings showing our path.  Note drone pics were taken with owners permission after the pool install previous years.). My staff members told me the door did not stick at all but when they went to open it the top hing dropped and they propped it back in place when done.  They took a picture of the screws used in the fence hinge which seems to be vary small for the size and weight of the door.  The homeowner called the very next morning before my staff had a chance to get the pictures to their manager.  The homeowner told my store staff member she had video of my service team forcing the door opened.  She admitted to her and in subsequent emails that the door was non-functional but that now we need to fix it.  I did call her, I was not disrespectful nor did I raise my voice.  I only disagree with having to fix a door that was already broken and she did not inform us not to use it.  It is the only way my staff has ever winterized the heater.  I personally have gone and worked on the heater to program it for the homeowner free of charge when the electrician failed to run a low voltage communication line.  I used that door then.  If the customer would like us to go put the door back to its original state(non-functional jammed door that can't be used) I would consider that, however I believe it is better to have the fence install be accountable for it and fix the issue.  Lastly, no video shows my staff forcing the door open and they have promised me they did not, it opened fine but immediately pulled away from the hinge.  We were only using the gate as it was intended to be used and it broke in that function.

  I hope that provides an answer, as we did nothing wrong here, the homeowner also praised my service and management staff, but said I needed to fix her gate.  I have more photos and written correspondence from the homeowner stating that the gate was broken and that she didn't inform us but that it was jammed so she didn't think we could use it.

  Thank you

  M*** ********* 

  

  Business Response

  Date: 18/11/2024

  This is in response to the rejection of my offer to have someone go put the fence gate back to the state it was in the day before we arrived.

  First the homeowner states that we have used that gate in the past.  I would add, we have used it in the past every time we have been to the property to service the heater, or drain down the pool.  Second the home owner states that "as is common with wood in cold weather, it shifted and became inoperable over the last few months."  It may be common for gates to become inoperable, but we have no way of knowing this, we simply used the gate as it was intended to be used when it was built, and it failed to function properly.  

  In response to "I was unable to provide a detailed explanation of why the other door shouldn't be used, as leaving patients to justify this to a company was not my priority."  I apologize that you feel we were asking you to leave patients when we texted you the morning of your service call, but I don't agree that adding "please don't use the side gate, it is broken" would have put anyone at risk in the ER.  Further to this, the pool closing was booked over a month before the actual call, and as you stated to me on the phone "the fence has been jammed for almost a year" and as you state in this response, it was "inoperable over the last few months".  We sent you the (Pool Closing Contract) on 09/16/2024, you viewed it and signed it on 09/17/2024, and we went to complete the service on 10/28/2024.  

  I truly believe it is not unreasonable for you to have informed us of this access issue prior to our visit.  I do not believe I am being unreasonable in stating that a small business, who you hired to come to your yard, should not be held accountable for a gate that was already broken.  I know you state that it was not "Broken" but broken in my mind means it does not function as intended.

  I am attaching the winterizing contract signed on 09/17/2024, it outlines the "Customer is responsible for:"  and the first 2 items are 1.  Ensuring there is access to the pool and pool equipment. 2. Ensuring the pool area is safe for the technician to work in.

  With nothing noted we had no way of knowing the gate wouldn't work when we opened it to access the drainage ditch and the heat pump for the pool, as we have every other time.

  Lastly, the homeowner states "For wood to be pulled from it's post, there must have been a significant attempt to force it open, resulting in damage.  The technician stated the door opened normally, but the hinge broke.  He states he did not force it at all, and it was not jammed.  Perhaps it shifted again with changes in temperature.  I can't be certain, and really no one can be certain.  I am not looking to argue with the homeowner here, and I think we can all agree that the gate was not working, and that we had no way to know that at all.

  As a gesture of good will I will offer $200 refund back on the homeowners credit card provided with the pool service.  This would be for full and final settlement of this matter. 

  Thank you,

   

   

  Customer Answer

  Date: 20/11/2024

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.