Complaints

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• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair 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.

  On May 26th 2023 paynes pools "opened our pool"
  We hired Paynes based on the host of good reviews on Google. Everything leading up to our opening was great with their team. Then came the opening which we trusted them to complete while we were out of town and they stated was fine. Many mistakes were made including forgetting to add chemicals to the pool and leaving the job as "completed" when I called to ask why nothing had been done they could not explain. They called me back 30 minutes later and said our specific pool was a two day opening and would come back to finish it. They also said they sent to two techs who were still in training to open our pool.This was never communicated to me ahead of time and they received all the relevant information from our opening intake form. This was an excuse. When they came back they failed to prime our brand new pump properly to the point that it almost burned out after they left (the water in the pump was boiling and the pump was smoking). I was told they aren’t responsible for what happens after they leave. They apologized for how “I felt” and still sent a full invoice. I asked them nicely to reduce the invoice given the terrible experience we had and almost ruining our pool system. They refused and said "they did the job they were hired to do". Water bags were not sprayed off, pool cover was not sprayed off and deck was not cleaned as their opening guide says.
  I submitted an honest Google review of my experience and the company responded for all to see that they want to make it right. I asked them to reduce the invoice and they refused.
  They offered to come look at our system again but I refused their visit as they made too many mistakes for me to trust them at my home or around my pool ever again.
  All I am asking for is a reduced invoice to reflect the terrible workmanship and customer experience.
  The owner is threatening to get creditors involved if I do not pay the full amount and continues to deny any fault!

  Business Response

  Date: 12/07/2023

  Mr.
  **********
  Thank you
  for voicing your concerns again to us, I wish to start by clarifying a few
  items listed in your customer statement that were addressed in our response to
  your google review (both sides of the google review attached). As we mentioned
  in the response to your google review, we agree that we missed the mark with the
  service you received, especially on the communication front. What should have been
  done is you should have been contacted as soon as the technicians in training
  could not complete the opening to explain to you what we planned to do to
  finish it up correctly (to come the next day to finish up the opening and get
  everything running as ***** did).
  While *****
  was present on the second day, he did ensure that prior to him leaving, water
  was flowing through the system, the sand filter was filled with water, and the
  pump was primed. Once we leave, especially with a new system to us, we cannot
  control many factors as to what happens to the system. We shared the concern
  that your pump may have been damaged with it running as hot as you stated “the
  water in the pump was boiling and the pump was smoking” hence our attempt to
  set up a time to come out with *****, and an electrician who works with our
  company to look at the pump at no charge. I will note that bringing the
  electrician was not mentioned to you, this was thought of as you installed the
  pump yourself prior to the opening so we just wanted to ensure everything was
  wired correctly. To re-iterate what you said in both your google review and
  customer statement here, you refused our visit as you did not trust us at your
  home or around your pool. Reviewing your system and completing any work that you
  deemed not to your standard is how we wished to make it right.
  We have
  followed up regarding the invoice not being paid as in your email on June 14th with us (omitted due to confidentiality) you stated the following: “We will
  submit payment to you but know we are extremely dissatisfied with this company
  and we will be sharing our opinion with anyone who will listen including the
  ***.”. Which is why we expected payment to have already taken place. At this
  time due to the continued time, it has taken to follow up regarding payment we
  will be standing firm on not reducing the bill as we will already be taking a
  loss on time spent. In your last message to us via text to our company line you
  stated that you wish to pay in August due to you paying another company to come
  out and assess your system for damages. We will agree to this and will wait
  without adding any late fees until August 31st 2023. If we do not
  receive payment by such time, we will contact you further via email.