Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/19/2022

  Type:Order 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.

  Date of Transaction 9/13/22. We paid in advance in April for the opening and closing of our pool. The opening in June was acceptable but there were many problems with the closing which we had to rectify. We had purchased a brand new winter cover. When the workers threaded the cable through the cover they broke the winch and tangled the wire so badly it had to be cut so we had to buy a new winch and cable. Also, they broke the hose attachment to the pool. They replaced it but it was the wrong part so we had to buy one of those also. When the pool cover was put on it was very off center so there was three feet hanging over one side and only a few inches on the other. Therefore, there wasn't enough material on one side to put the clips on. To remedy this problem my husband and I had to take all the clips off to center the cover. The pool has a deck at one end so my husband who is 73 and legally blind had to crawl under the deck which is only about 3 1/2 feet off the ground to take the clips off. He was unable to see all the clips in the dark under the deck so I at age 67 had to crawl under there also. We did call after they left when we saw all the problems but the person in charge of service wasn't available. We left a message but he didn't call back. He did call the next morning and left us a message that they were coming back. We tried to call to tell him that we had spent at least 2 hours fixing the mess they left and didn't want them coming back but there was no answer or voicemail or any way to leave a message. We weren't going to be home that day and after the mess they made we didn't want them coming to our house when we weren't home. So we had to cancel an important doctor's appointment because we couldn't get in touch with anyone and had no idea what time they were coming and were afraid they would break something else while were gone. We would like to be reimbursed for the cost of the closing plus the parts that we had to buy.

  Business Response

  Date: 12/23/2022

  To whom it may concern,

   

  We received a complaint from *** ****** that their was a few things she was Not happy about when we closed her swimming pool for the winter.

   

  I was not made aware of this complaint at the time as my Service Manager was trying to get a crew out to take care of these problems.

   

  We were very busy at this time and were short a crew because of the problem we had getting workers that know the pool business,so he could not

   get a crew back to her as quick as we had hope.

   

  When I finely found out about these problems, I had my Service Manager go out to her home and take care of fixing them and making sure her pool was closed properly.

   

  I also refunded her money that she had paid us for the pool closing.

   

  I have Not herd a word Good or Bad from he since.

   

  Respectfully,

   

  John J. B**** ***

  Member/Owner

  Galvin Pools And Backyard Paradise LLC

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