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Business Profile

Swimming Pools

Smith Pools of Quincy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Pools.

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:08/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I contacted our pool service man, *******, about our pool cover piece that broke and needed repaired. ******* opens our pool and closes our pool. Typically can fix small repairs on his own time. If it becomes too complex he will then have me do the service through the company he works for, which is Smith Pools. This pool cover piece and repair he thought would need 2 men to complete. He ordered the piece through Smith Pools and put the order in through them. Smith Pools contacted me and came out to do repair. In the meantime of that, I also had a part on my salt chlorinator that broke from when ******* opened my pool. I contacted ******* again and asked for repair. ******* ordered the part through Smith Pools and put that repair order in through Smith Pools as well. Pool cover repair was complete. I don't have exact date anymore. They were still waiting on the part to come in for the salt chlorinator. On May 17, I contacted ******* again to notify him of when the repair of the pool cover was done, something was wrong. The piece was repaired but the cover was rolling up wrong and putting tension on the opposite side. It was problematic and needed to be addressed. ******* said, he will have them (Smith Pools) come back out and fix it when we come to fix the filter head (salt chlorinator). Smith Pools came out a few days later for less than an hour. I will be honest didn't time him that day exactly. Just know it was fairly quick. In and out. Didn't think much of it. By that date, I was already billed for the initial pool cover repair in the range of >$200 and paid it. Then in the latter end of May another individual from Smith Pools came out and repaired the salt chlorinator and took a lengthy amount of time. I have been billed now for 2 more invoices in the amount of $210.60 for 3hours of work and $482.64. I have reached out numerous times and called them and emailed with no response. I am in descrepancy of the $210.60. I feel it was their issue not done right!

    Customer Answer

    Date: 12/06/2023

    I wanted to inform you that the owner did contact me after I reached out to an employee. I asked the employee for the owners personal number to talk to him on regards to the issue. He informed me that he has been out with medical issues and the office has been flooded with to-dos. My calls and emails were not even read or listened too. He apologized and listened to my issue at hand and handled it appropriately. I have no issue with a bill with them no longer. He informed me to reach out to him directly if I ever have a problem in the future and was very kind. So I'm good with retracting my complaint. 

     

    Thank you, 

     

    *******************

    Customer Answer

    Date: 12/06/2023

    I wanted to inform you that the owner did contact me after I reached out to an employee. I asked the employee for the owners personal number to talk to him on regards to the issue. He informed me that he has been out with medical issues and the office has been flooded with to-dos. My calls and emails were not even read or listened too. He apologized and listened to my issue at hand and handled it appropriately. I have no issue with a bill with them no longer. He informed me to reach out to him directly if I ever have a problem in the future and was very kind. So I'm good with retracting my complaint. 

     

    Thank you, 

     

    *******************

Smith Pools of Quincy is NOT a BBB Accredited Business.

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