Complaints

This profile includes complaints for Duvall Pool & Leak Detection, LLC.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Duvall Pool & Leak Detection, LLC. has 2 locations, listed below.

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  Duvall Pool & Leak Detection, LLC.

  5915 Getwell Rd STE 6 Southaven, MS 38672-6455

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  Duvall Pool & Leak Detection, LLC.

  2536 Baird Dr. Southaven, MS 38672

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:06/24/2024

  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.

  1) November 8th, 2023: Duvall Pool close our pool. Your team took our pool cover to get a quote on a new one. We never seen a quote or our pool cover. We called several times. Then, advised that the pool would be fine without a cover.2) April 11, 2024: Pool opening. There was no cover to remove. They charged us $250 for opening service. Services were not listed or quoted, but usually they provide a basic cleaning.3) Additional Cleaning: We approved up to two hours of additional Green to Clean cleaning at $120 per hour. They scheduled a cleaning date and never showed. Then, showed up randomly without notice.4) During the whole cleaning process the cartridge was NEVER cleaned. They tried unscrewing the jets directional eyeballs both are now broke. We were told that the fountains would work better than the jets to aid in cleaning, until they could get new eyeballs for the jets. They never got the eyeballs. The pool continued to get worse and was completely gummed up with the cleaning solution (filter photo attached). Duvall Pool invoiced us for 6 visits total. We paid the invoice for "opening" the pool. Our complaint is in regards to the additional 5 visits for $618.83. We have tried to contact the company and have received no returns call. They sent the invoice to collections. We agree to pay the $240 for 2-hours of additional cleaning as quoted over the phone (a difference of $378.83)

  Business Response

  Date: 07/10/2024

  Customer called asking for our pool cleaning services. After reviewing the pool and condition it was determined with the Pool tech and customer that the pool would need to be chemical cleaned to remove heavy algae. Notes are provided as to the steps taken and chemicals used. Process for this cleaning was explained to the customer and job completed with ******* clean clear water in 7 days. Please see attached photos of completed job. 

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21892035
  
  I am rejecting this response because:

  They quoted an "pool opening" for $250 which included a basic cleaning. We paid this invoice. Two additional hours were quoted at $120 per hour, in which they would return the next day to complete the cleaning. Apparently, they added a chemical during the initial cleaning that attracts the algae and sinks it to the bottom of the pool (taking form as a "gummy substance"). Then, they can vacuum up the algae. After 6 visits, a gummy film was STILL developing on the bottom of the pool and the water was barely pumping through. We pulled the filter. It was severely gummed up and not filtrating. They would vacuum and the pool would look clean. BUT, because they never cleaned "the system", the problem keep returning and they kept RANDOMLY showing up to clean it. We agree to pay Duvall Pool for the two additional hours at $120 per hour ($240 total), which was the quote they gave us over the phone.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/16/2024

  UPDATE: Issue has been resolved with the business. Thank you for your assistance!!