Complaints

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

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  Emerald Pool & Patio

  1885 Hwy 99 N Eugene, OR 97402-1629

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  Emerald Pool & Patio

  62929 North Highway 97, Bend, OR 97701

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:02/24/2023

  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.

  Between 9/19/22 and 12/22/22 we had 5 service calls to Emerald Pool and Patio to repair our Enviro Empress pellet stove. The same technician was sent for each service call, and claimed to have fixed the problem the first two times. The problem persisted (stove wouldn't light, wouldn't stay operating). At the third visit it was declared that the circuit board needed replacement. It was ordered and installed at the 4th visit. The problem was not adequately resolved and a fifth visit was necessary. We have written two letters (1/3/23 & 1/9/23)contesting the amount for the service calls, paid for two service charges ($320), and paid for the circuit board ($656), and requested a reduction in the amount of $240. We have not had any response to our complaint from the company, and have today received another invoice including finance charges and a hand written notation that the bill is "eligible for collections."

  Business Response

  Date: 03/14/2023

  Please see the attached zero balance invoice #******-3 and a copy of the credit memo created to cover the balance owed for the outstanding balance of $240 for our technicians provided labor. There were two finance charges as well since the invoice was past due by two months but I have taken care of those, which are reflected on the invoice #******-3 under Other Charges.
   
  For the service call performed on 9/19/22 the customer requested service because their stove was not igniting (although the customer had put in a new ignitor on their own). At the service visit our tech found the air adjuster was stuck, the tech cleaned it up and got it loose, checked the snap switches and at that time of his departure the stove was functioning properly. The customer paid for this completed service call, see attached copy of the invoice #******-1.
   
  The customer then called in 10/21/2022 for another service call. On 11/7/22 our tech went back out and the customer was not charged as we considered it a call back thinking the issue occurring was related to the service call performed in 9/2022.
   
  On the attached invoice #******-3 youll see the other 4 visits (to equal the 5 the customer is referring to) and the work completed under Services Performed at each. 2 of those 4 visits the customer was not charged for being that they were call backs for the previous issue and is notated on the invoice (11/7 and 11/16). The $240 due was for our technicians labor at the other completed service visits.
   
  The customer states in the complaint that two letters were sent, that is true. We received both of them and responded to both. Upon receipt of the first letter, our service manager called and spoke with *************************** about the matter. Upon receipt of the second letter, our accounting department spoke with *************************** again about the matter. These are documented in our CRM system.
   
  We sent the attached email to the customer today providing explanation again on the matter, see attached for reference.
   
  Thank you for your time and please let me know if you have any questions. 
   
   
  *************************
   
  Emerald Pool & Patio
  1885 ***********************************;  97402
   
  ************
  **************************************

  Customer Answer

  Date: 03/14/2023

   
  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,
  
  ***************************