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:12/07/2022

  Type:Order 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.

  Since 2019, the company had been providing pool cleaning service. In June 2022, the firm increased the pricing for pool cleaning from $276 a month to $385 per month due to several reasons. I was notified via email with a new invoice but nothing else. I was not happy with increase nor with other issues regarding very high pricing for repairs so found another company to take over. My management company notified A1pool of change and we kept the service for an extra week. All of a sudden A1 claimed because I paid the higher amount since June that I agreed to a new contract with a $275 early termination fee. When asked about the fee, I was sent a new contract signed by them but not me as I never saw it until I canceled service (attached). Again, I never saw this contract nor agreed to the new terms. The company would need to disclose a material changes to a month to month contract which A1 did not do. I have paid for the Service and an extra charge for supposed chemicals that were pre ordered but I informed them I will not pay termination charge. I continue to get invoices from them with the charge and have been threatened it will be sent to collections. This charge is not valid and I will not pay amount.

  

  Business Response

  Date: 12/08/2022

  The owner was notified via telephone and on invoices about the price increase that was necessary due to extreme chemical costs, increasing gas costs & labor costs this past year.  His caretaker said to proceed with the price increase and understood about the new contract that was sent to the owner and begged us to not stop services in the summer as it was rented-even though we told them we had to have paperwork returned.  The reason for the early termination fee is due to the chemical costs being spread out over a 12-month period.  This home is rented for thousands of dollars per week from April - September-the early termination fee is minuscule especially compared to his rental costs.  So far this owner has not paid the early termination fee and simply chooses to try to get out of it as he is an attorney and told us to not pursue it also since he is an attorney.  He instead has chosen to file a complaint with the BBB.  We stand by the early termination fee as it was understood and explained repeatedly to all homeowners, given in the paperwork provided in May to start in June and each invoice was paid noting the price increase and accepted.  It was definitely understood, and he is simply trying to not pay. 

  

  Business Response

  Date: 12/09/2022

  Please see all the attachments listing the maintenance agreement update listing the original email sent on May 23 to which the owner called immediately and said he would be out of town but to continue services and all the invoices that he paid at new service rate &  that listed needing to be told if discontinuing by June 1- otherwise new contract would be in place.  He had ample time to discontinue and as an attorney he understood everything he was doing.  He simply chose to discontinue after Labor Day when  his private vacation rentals that he gets about 10k a week for in season had stopped.  We have not done anything wrong. He simply does not want to pay for the early termination fee that was explained.   All paperwork copies are attached hopefully if not let me know, and I will resubmit. 
  

  Customer Answer

  Date: 12/09/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I was never sent any notice nor a new contract.  As sent from A-1, there is not a signature on the contract.  I am not bound by a contract that I do not sign.  You need to send contract and give customers time to respond as well as have them sign contract.  I paid what was owed each month for services rendered and in addition a charge for chemicals. The early termination will not be paid so any additional invoices will be considered harassment.  

  
  
  

  Regards,

  
  

  ******* *******