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:09/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The technician for this company made a visit to us for a leaking of an above ground pool heater. He provided us with a bid of $500.00 including parts. He then returned and installed the new parts but not only did the heater not start up after he left, the leaking continued. We immediately called the same afternoon before the company closed for the day. The technician returned another day and worked again on the heater but now the heater would not start up and the leaking continued. We then paid for Spire to come out to our house to make sure there was no problem with gas connecting to the heater. No problems were found by *****. We called St Charles Pool again and they said there was a part that was not working on the heater and it was on back order all over the area. After several minutes of back and forth with us making the case that the heater was working before any visits were made by St Charles Pool, the gentleman said he would have the technician call us. As of this date no call has been received and then we received a bill for $500.00. In good faith we mailed a check for $250.00 but now we have a heater that does not work at all.

  Business Response

  Date: 09/29/2022

  Please see the handwritten letter that contradicts the BBB complaint.

  They wrote that they enclosed $250.00 even though they were told the charge to fix the leaking pipe attached to the pool heater was $500.00.

  We did fix the leaking pipe, which is what we were hired to do. There were additional leaks inside the heater that **************** asked if we could use parts from his old heater to try and fix the new heater which we did. The heater worked when we left. They even state that in the letter they attached with partial payment. 

  We will not pursue legal action for the additional balance owed.

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They installed a pump on my pool without my consent or knowledge, and then charged me over $800. He said he would rebuild my broken piece for $100. Nothing was ever said about an $800 pump.

  Business Response

  Date: 09/08/2022

  06/06/22- Opened ************************************* pool. Told her glue joint by valve was leaking. Let her know this would be a service call because opening crews don't carry all the necessary parts needed for this repair.

  06/15/22- Fixed leak by valve and gave her a 10' backwash hose. Told her booster pump was running loud.

  06/24/22 - ******************** called back. She spoke with ***(owner) and said booster pump was too loud and she wanted it fixed. Owner told her that we could try to rebuild it but if it is not rebuildable we would replace it. She said okay and gave him her credit card number.

  06/26/22 - Service call to fix or replace booster pump. Booster pump was not repairable so we replaced it.

  The booster pump is only used to operate ************************ pool cleaner. She used the booster pump all summer to run her cleaner and now wants to complain that it was too expensive. We told her that we could put her old booster pump back on and refund her the entire amount. She did not want us to do that. We are not reducing the amount of the bill. This is what any customer would have paid and we didn't charge her for the service call we made on 06/15/22. 

  If she would like for us to put her old booster pump back on and refund her we are still willing to do that.

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************