Complaints

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• Initial Complaint

  Date:06/28/2025

  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.

  Signed contract to open and clean the pool at my son's home in April. Work was scheduled and began right away. Paid for the contract the beginning of May thinking the work was done. When I checked the pool, it was not done. The water was still green, the filter was not running, and it was not swim ready. Contacted the company who explained scheduling issues and short staff. Was promised they would get me on the schedule. Have emails to back that. That never happened. I sent numerous other emails and talked with the office manager *****. She said she'd get me on the schedule. That was early June. That did not happen and my emails and voice messages go unanswered. I finally requested a refund for work not performed. I am fine with a partial refund because they did do some work. Very upset I booked early so we could have a full swim season. Would like a full refund ideally since the work they did do did not benefit me and we've had to start over. However, am willing to accept a partial refund of the $500 paid in good faith.

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to respond and provide clarity regarding this matter.
  The customer claims that services were paid for and not rendered. However, our records and visit history show a different series of events, which we will outline in full detail below for transparency.
  First, we want to clarify that no formal contract was signed, as our company currently does not utilize written contracts for seasonal work, we understand that we should but it wasn't implemented in our workflow for the 2025 season. Services are rendered based on approved quotes and agreed-upon terms communicated verbally and via email. Payment of $600 was received in early May 2025 for an initial quote covering the opening and chemical treatment of a pool that was in extremely hazardous and poor condition.
  Upon our first visit, the pool was black in color, containing less than the minimum amount of water needed to circulate or filter, and there was no equipment prepared or accessible for use. No pump was connected or to be found, the filter system was incomplete, and we were advised by the homeowner (not the complainant's son) that we would need to work through ongoing access and equipment issues. At that time, we provided clear expectations that the pool would require multiple treatments, continued chemical applications, and cooperation from the homeowner to ensure proper maintenance between our visits.
  Over the course of five separate visits, we performed the following:
  Visit 1: Assessed and treated the hazardous water with a significant chemical dose to begin the restoration process. Due to the amount of contaminates in the pool, a chemical reaction happened delaying treatment for a week due to possible explosive reactions. (we have video)
  Visit 2: Arrived on-site, rang the bell and knocked with no response, observed a vehicle present. Proceeded to the backyard and applied additional treatment.
  Visit 3 and 4: Returned again to complete further treatment; the home was accessible (doors wide open), but no one responded to repeated attempts to make contact. Due to the lack of available equipment, standing garbage, and unsafe conditions in the fenced yard area, we were unable to proceed.
  Visit 5: A young man eventually came to the door. Based on our interaction, it appeared he was not in a clear state of mind, more of a "chemically altered" state. He provided part of a cartridge filter but not a complete setup. The pump was still incomplete, no power was available, and the pool still lacked the necessary water level to operate any systems. For this visit, we used hose clamps from our own inventory to assist in piecing together the system.
  Throughout these visits, we invested a significant amount of time, labor, and over $500 worth of chemical treatments to assist with a pool in very poor hazardous condition. Our communication to the homeowner included reminders that pool owners must manage daily or weekly maintenance, especially when pools are in the process of being rehabilitated from unsafe or unsanitary conditions. The expectation that a one-time service or limited visits would completely restore such a pool is unrealistic, and we conveyed this from the beginning.
  It is important to note that if we were to bill for each service call, as many companies do, the five visits alone would have exceeded $750 for labor alone. However, in an effort to support the homeowner and fulfill our service commitment, we did not add additional trip charges.
  We understand the complainant’s frustration, particularly given that the pool was not left in a swimmable condition. However, the outcome is a direct result of multiple limiting factors: lack of available or functioning equipment, hazardous yard conditions, and a lack of homeowner follow-through in maintaining water levels and chemical balance between visits. These are circumstances entirely outside of our control.
  In light of the full scope of work performed and expenses incurred, we do not believe a refund is warranted. We have delivered services far in excess of the amount paid and attempted to work with the homeowner multiple times to move toward resolution.
  Nonetheless, we remain open to further discussion and hope this explanation brings transparency and understanding to the situation.

  Business Response

  Date: 07/03/2025

  Thank you for the consumer’s detailed reply. We appreciate the opportunity to clarify our position further and hope this response adds transparency and resolution to the matter.

  
  1. On Contracts and Quotes
  We respect the consumer’s view that the approved quote functioned as a contract. While we currently operate on quote approvals without formal signed contracts, we acknowledge that, from the consumer’s standpoint, a signed quote represents a clear agreement. We have since reviewed our internal practices and are taking steps to improve the clarity and formality of our agreements moving forward.

  
  2. Pool Condition and Expectations
  We appreciate the consumer’s honesty about the pool being in “pond-like” condition and recognize that they were upfront about this from the beginning. Our “Green-to-Clean” description outlines the intended process under normal conditions, but this pool presented unusually severe challenges upon site visits — including power issues, incomplete or inaccessible equipment, and environmental obstacles within the work area. The chemical interaction we observed on our first visit (including a reaction requiring us to pause treatment for safety reasons) was beyond typical scope. Nonetheless, we continued servicing the pool, investing considerable labor and materials to assist.

  
  3. Communication Efforts and Coordination
  We understand the consumer’s concern about a lack of communication. While there were multiple email exchanges and scheduled visits, we now see that more proactive, centralized communication could have helped bridge gaps, especially with different parties involved at the home. While our team communicated instructions during visits and via text, we acknowledge that not all messages may have reached the primary point of contact. This is something we are actively working to improve by documenting every instruction in writing moving forward.
  It’s also worth noting that our technicians were met with inconsistent access to the yard, varying levels of preparation, and in one instance, a safety concern related to the state of the premises and the interaction on site. Regardless, we made five separate service attempts, at our own cost, in an effort to meet the agreed goal.

  
  4. Customer’s Acknowledgment of Our Work and Expenses
  The customer has fairly acknowledged that we provided several visits, used product, and likely surpassed our quoted costs — and we sincerely appreciate that recognition. However, we must also point out that this acknowledgment reinforces that the work was partially completed, and that any lack of final completion stemmed not from unwillingness on our part, but from a breakdown in coordination and access.

  
  5. Most Notable Statement from Consumer
  The most important point in the consumer’s own words is this:
  “At this point, I do not expect or want them to make it right by completing the job. I’ve hired the job out to someone else and had to pay for this all over again.”
  We view this statement as a conclusive resolution request: the customer has chosen to terminate the relationship, has contracted another service provider, and no longer seeks performance from our team. That decision effectively ends the opportunity for us to rectify the issue through continued service — which we were willing to do, as indicated in our previous communication.

  
  6. Our Position Regarding Refunds
  As noted earlier, our team made five on-site visits, applied multiple rounds of chemical treatments, and attempted to continue progress under limiting conditions. The value of materials and labor exceeded the $600 total paid. We did not charge trip fees, additional labor, or excess chemical costs that would have been typical for this level of recovery. While the end result did not meet the consumer’s expectations, the majority of quoted work was initiated and partially completed under difficult circumstances.
  We do not believe a refund is appropriate based on the amount of work performed and costs absorbed. However, we acknowledge the experience did not meet the customer’s expectations, and we deeply regret the frustration it caused.

  
  7. Final Note
  This situation is indeed unfortunate. We are a small, locally operated service company that prides itself on helping families enjoy their pools. We made every reasonable attempt to fulfill this request, despite multiple complicating factors, and we genuinely wish this had turned out differently. As with any service business, clear two-way communication and full cooperation are essential — lessons we will take seriously moving forward.
  While we cannot honor a refund request, we again thank the customer for their feedback and wish them the best in the remainder of their pool season.

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because:
  
  
  I disagree with their refusal to give me a partial refund. However, I'm done going in circles.