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:07/07/2023

  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.

  - Pool opened: April 14th or 15th. ****** is who opened it. (Requested, as always, that it be made swim ready)- We notice sand at the bottom of the pool and are advised that it was a sign of a broken sand filter. - We call them, and they send someone back out to repair it. + The technician that came called me but could not tell me the expected price, saying that the front office would contact me. They never did. - We receive a bill in the mail for $1500. So, we called them to see why we never received a call but received a bill. We concluded that we were not going to pay anything until the technician called us. But we have been paying customers of theirs for 10 years, so we still began paying down on the total amount ($500 - May 17 and $300 - June 9). + We receive another bill in the mail that noted a finance charge, and what looked to be a 90-day schedule that would end in us being sent to collections. And the pool is STILL not swim ready. So, my wife called them again (7/6/23), very upset. + ***** was rude and dismissive to my wife. ****** (The owner) refused to talk with us, saying to *****, "tell them to take us to court." and ******************* up on us after telling us. + We call back and try to communicate with them that we would still pay the total if our pool was made swim ready. But ***** insisted that ****** would need to be paid. She told me that the conversation was over and hung up in my face (again). + We tried calling back to request an itemized invoice of all services rendered at our property in 2023. They did not answer so we left a message on their answering machine in which we communicated that legal action was not our preferred alternative because we've been customers for 10 years, (my parents for over 25), but if they did not want to try to resolve it, then we would first need an itemized invoice of all services rendered in 2023.

  Business Response

  Date: 07/19/2023

  PLEASE READ ATTACHMENT

  APRIL THE 14^TH WE OPENED **** SHOCKED AND TREATED WITH 15LB OF SHOCK AND ALG50%.  OUR ****S WORKED ON THE **** FOR 4 HOURS TO MAKE SWIM READY DURING THE **** OPENING.  THE **** OPENING WAS ****ED ON APRIL 19^TH 2023. 

  *************** CALLED ABOUT A MONTH LATER AND ****** HE HAS SAND COMING BACK INTO HIS ****, SO I SENT A **** OUT TO DIAGNOSE AND IT WAS DETERMINED HE HAS BROKEN LATERALS INSIDE HIS SAND FILTER WHICH REQUIRES A SAND CHANGE AND REPLACEMENT OF LATERALS. *************** ASKED THE **** HOW MUCH IS THIS GOING TO COST? AND MY **** INFORMED HIM HE WASNT SURE OF THE PRICING ON PARTS AND THAT *************** NEEDED TO CALL THE OFFICE. AT THAT TIME, *************** INFORMED THE **** THAT IT DOESNT MATTER THE EXPENSE, HE NEEDED IT FIXED FOR A PARTY THAT WEEKEND.

  WHEN THE FOSTERS RECEIVED THE ***** THEY CALLED TO INFORM ** THE **** WAS NEVER SWIM READY (OVER A MONTH LATER FROM THE ORIGINAL **** OPENING) UNTIL THE SAND FILTER PROBLEM. THE **** OPENING DOES NOT INCLUDE DISMANTLING THE FILTER, SCOOPING OUT 300+ POUNDS OF SAND TO INSPECT THE INTERNAL FILTER COMPONENTS (A SEVERAL HOUR PROCESS) SO IF THE FILTER HAD AN ISSUE DURING THE OPENING WE WERE UNAWARE BUT WE DIDNT HEAR ANYTHING FROM THE FOSTERS UNTIL SAND WAS RETURNING TO THE **** INDICATING A SAND FILTER ISSUE.

  AFTER THE FILTER REPAIRS WERE COMPLETED, THEY RECEIVED THE **** AND ******************* CALLED THE OFFICE STATING THEY NEVER APPROVED THE WORK AND I INFORMED HER THAT SHE DIDNT BUT HER HUSBAND DID AND TO PLEASE TALK WITH HER HUSBAND.

  THEN SHE RECEIVED OUR STATEMENT WHICH OUR SYSTEM GENERATED A FINANCE CHARGE AUTOMATICALLY ONCE IT IS PAST DUE.  ******************* CALLED THE OFFICE UPSET AND CUSSING AT THE OFFICE STAFF FOR CHARGING A FINANCE CHARGE ON A **** THAT SHE DIDNT APPROVE OF.  I INFORMED ******************* THERE WAS NO REASON TO CUSS AT ME AND YET SHE CONTINUED AFTER BEING WARNED THAT WE DO NOT CONDUCT BUSINESS THAT WAY AND EXPECT OUR CUSTOMERS TO RICIPROCATE, SO EVENTUALLY YES SHE WAS HUNG UP ON AFTER SHE CONTINUED TO CURSE AT THE OFFICE STAFF OVER THE PHONE.

  AFTER ******************* WAS HUNG UP ON, *************** THEN CALLED BACK AND KEPT DENYING / REPEATING HIMSELF STATING HE ONLY WANTED A QUOTE WHICH WAS NOT TRUE BECAUSE I TALKED TO HIM AND HE WAS STRESSING ABOUT GETTING IT RESOLVED BEFORE THE ****** THIS HAD BEEN GOING ON FOR QUITE SOME TIME, ALL THE WHILE OTHER CUSTOMERS ARE CALLING AND WALKING IN.  AT THIS POINT, THE CONVERSATION WAS ONE SIDED AND AFTER TRYING TO SPEAK OVER *************** POLITELY BUT TO NO AVAIL AND OTHER CUSTOMERS WAITING, HE WAS HUNG UP ON . HE THEN CALLED BACK AND IT WENT TO VOICEMAIL AS I WAS TENDING TO OTHER CUSTOMERS BOTH IN PERSON AND ON THE PHONE.

  WE WOULD BE HAPPY TO  COME BACK OUT TO CLEAN **** BUT ******************* CLEARLY INFORMED ME SHE WASNT PAYING BECAUSE HER **** WAS NEVER SWIM READY ORIGINALLY. HOWEVER, WE DIDNT HEAR FROM THEM ABOUT IT NOT BEING SWIM READY FOR APPROX A MONTH UNTIL THERE WAS A FILTER PROBLEM. ITS NOT OUR FAULT A MONTH LATER THE SAND FILTER HAD ISSUES.

  AT THIS TIME, WE FEEL THAT WE DID EVERYTHING WE COULD TO TAKE CARE OF THE FOSTERS DURING THE BUSIEST TIME OF THE **** FOR SWIMMING ****S, INCLUDING US PUTTING THE FOSTERS AHEAD OF OTHER CUSTOMERS IN LINE TO TRY TO RESOLVE THE FILTER ISSUE FOR THEIR SCHEDULED ****** THIS IS NOT THE FIRST TIME WE HAVE HAD ISSUES WITH THEIR ACCOUNT AND PAYMENTS.

  WHEN PAID IN FULL FOR THE WORK DONE UP TO THIS POINT WE WILL COME BACK OUT AND CLEAN THEIR **** AND MOVING FORWARD WE WILL NO LONGER DO BUSINESS WITH THE FOSTERS.

  Customer Answer

  Date: 07/24/2023

  
  Complaint: ********
  

  1) Their tech that installed our new filter did not inform me to call the office. He said the office would be in touch with me.
  
  2) Their tech did NOT have to scoop out any sand because it was all in the pool when we noticed the issue and my husband and our nephew vacuumed it all out to waste so it was in the yard. In fact THERE IS STILL SOME SAND IN THE JACUZZI
  
  3) I did not continue to curse at anyone. I was not even talking when she hung up. She got back on the phone and told us that the owner (******) said that he was not going to talk to us and he would rather us take them to court. She then hung up before we could even respond. . 
  
  4) My husband did not tell the tech that he wanted a quote. He told her they never contacted him like the tech said. 
  
  5) She told my husband before hanging up the second time that the tech that opened the pool did the best he could to get the pool swim ready with a broken filter indicating that he knew it was broken before he left. Im not sure if he knew, informed them, and they didnt contact us, or if she is lying all together. But thats what she said. Which would mean the filter didnt have issues a month later, the issues were present when they opened the pool. 
  
  6) If she checked the voicemail that she referenced in the letter, she wouldve heard me clearly state that we did not want to take legal action. We wanted to pay them when our pool was made swim ready, as we always have. On that same voicemail I asked for an itemized list of what has been done to our pool in 2023. 
  
  7) We were, and still are, paying on the amount that we owe them. Even after telling them that we wanted the tech to call us before we paid anything. He never called. That call could have clarified the fact that he did not have to touch any of the old sand because we had already done it. But we never received that call, even though we continued making payments. 
  
  8) She was not politely talking over anyone. She was very rude and very abrupt.
  
  9) They have never had payment issues with us. We have questioned bills, but usually once we clarify our issues we pay them in full. But this was when we had ****** to deal with, who always made sure we got taken care of.. ***** he left, customer service has also been absent. We have paid them $950 this year  and our pool is STILL not swim ready. 
  

  
  

   

   

   

  *****rely,
  
  ***************************

  Business Response

  Date: 07/28/2023

  1) If the tech that was installing your filter, which was asked to do so because of a party, that was already told to get it taken care of because of the party, Why would the office need to call you?

  2) At the time of the opening and why it took so long was not that he was SCOOPING sand from the pool it was because it had been winterized and sat all winter and was making it swim ready at the time.

  3) ********** was very aware she was being cussed at, it's not our 40 year practice to hang up on friendly paying customers.

  4) Your right your husband didn't tell the tech he wanted a quote because he told him to just fix it that he had a party coming up.

  5) NO LIES... What was indicated was that that tech stating as hard as it was to clean up a pool (4) hours there must be a filter problem not that he has x-ray vision and can see inside the filter a pool tech can tell by the way he is vacuuming the pool rather there be a potential filter problem.

  6) Listen to voicemail and the office was threatened with legal action first, and as far as the itemized billing for 2023 was only the pool opening and filter repair which was mailed both.

  7) yes you are making payments on which service rendered,

  8) She only got rude after being cussed at and repeating herself like we feel we are doing now.

  9) And you are correct you have paid $950.00 but invoice pool opening is $545.12 and filter repair is $ ****** total of $ 1,539.58

  amount due is $ 589.58