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Business Profile

Pool Contractors

Downes Swimming Pool Co, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Downes Pool charged us in advance for a service to re-open the Jacuzzi in my backyard and then failed to show up. We asked for our money back and they literally hung up on us. I also sent an email which they have not responded to.They have scheduled a two hour arrival window. As for 30 minutes beyond the end of the window they still hadn't shown up. Having said that, we recognize that all sorts of situations can cause a vendor to be running late. We would have been happy to flex if they hadn't simply *communicated* that they were running late. Instead, they just didn't show up and didn't communicate, and when we called and emailed to address the issue, they were verbally aggressive and dismissive. They appear to be a low integrity operation. I'd like to warn others and I'd like my money back.

    Business Response

    Date: 07/03/2024

    We did provide an arrival window of 12-2. Our crew was running 20 minutes late. When the client called we notified them we were literally on their street and arriving within the minute. I apologized and they asked to reschedule to another day. I tried to explain that the opening is a 3 hour process and we would finish by 5pm. The client said he had to leave and forget it that he will find someone else for his business. We immediately processed a credit to the clients credit card for the full amount charged. We then received notice a week later of the protest of charges the client made to the original charge. As a result the clients credit card received both a stop payment as well as our credit towards their account. The end result was a double credit to their card card.  We exoplained this to their credit card company. The former client received their credit and we do not have their deposit or any funds. 

Downes Swimming Pool Co, Inc is BBB Accredited.

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