Complaints

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• Initial Complaint

  Date:07/23/2023

  Type:Billing 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The cost of those supplies “bungee straps” have not increased to any degree of significance. They are $3.  It’s fortunate that only 13 were replaced because with this logic it could have been a $1500 bungee strap replacement.   A long term customer should be informed when you decide to triple costs which were already 2-3x markup. 
  
  Honestly the primary failure is that of communication, or lack thereof. The company did not respond to email or multiple phone calls.  I heard nothing until being contacted by a collections agency.  No second bill, no phone call, no email.  

  
  Had I been to informed of your plans to charge 600% for such simple hardware store items and a full hour labor for it.  It was about double what I found reasonable.  
  

  This is not a new customer understanding a new business’s policy.  It the past ten years I must have spent over $30k with your company.  
  Times may be hard, but they are hard for almost all of us.  But fair and reasonable business practices along with good communication are free.
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 08/28/2023

  When we open a pool we leave all cover materials at the customer's home.  The customer was aware of his straps and could have purchased them himself.  We serve over 300 customers and he is the only one that requires bungee straps for his cover.  Most customers have a custom fit cover with anchors drilled into the pool deck, and do not require bungee to secure their cover.   We are sorry that the customer does not like our price, But due to rising costs on labor, supplies and overhead we have no choice but to mark up the product that we sent two men and a truck to go get.
  

  

  Business Response

  Date: 08/30/2023

  We are sorry that the customer does not like the price.  We stand firm on this matter.