Complaints

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• Initial Complaint

  Date:09/28/2022

  Type:Billing 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.

  8/12/2022. I had a leak detection done on my pool which included preforming "leak testing on pipes". After completed, my pool pump would not hold prime (suction). I had to pay for someone to check the problem after the Isaacs pool employee yelled the F word at me and my family. I was charged 60 (for which I have a receipt for) to tell me two of my pipes were busted. I expressed my concerns with Isaacs pools and they did nothing and expected full payment of services. The employee admitted to the company he cursed at my home. I do not feel I owe this due to what it costs to fix what was broken. I have received only one invoice via email and now received a letter from a lawyer requesting payment.
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Our technician did use profanity at the customer's home, and for that he apologized and we have apologized. The initial contact by the customer was to help with a leaking pool where another company had installed a relatively new liner and left foot prints, leaks, and other issues. Our first visit to the pool was 8-3-22 to provide an estimate for a liner replacement or a liner repair. The notes from the estimator on that day say "Return lines leak, skimmer patched, ball valves bad." Because of this, we recommended an actual leak detection. On 8-9-22, we performed the leak detection. The leak detection determined a busted underground return line. While there, our technician installed epoxy on the skimmer, step, and installed butyl tape in the light. Customer came to store and reported that the pump had air in it. We sent another technician to assess. He replaced one ball valve, took the 2nd valve apart and determined it was fine. The repair fixed the problem while the technician was on site. Company has video of the repair and the pump working fine when we left.
  
  While we certainly cannot rule out that we damaged ore created more damage to the old ball valves, we do not take them apart during leak detection nor did we do anything to the ball valves during the process. A fitting is installed on the intake of the pump and the suction lines are put under pressure from that point. The pressure could have certainly done something to a valve since it is in the line being tested, but it is unlikely that the test of adding 15 lbs. of pressure would have done that. Either way, we replaced one valve at no cost and the video shows the pump running properly afterwards.
  
  The customer has acknowledge our technician apologized, thanked him for his military service, and commended us for hiring veterans. We are upset with the general experience the customer had with out tech and with our company in the following weeks. It does not set well with us and we have taken and continue to take action on this. It is just impossible to us to figure out just how much money a customer should deduct to make things right. The leak detection found the leak. Even though we did not touch them during the leak detection, the old ball valves were already noted by our estimator and were most likely at the end of their usable lives anyway. We still replaced one at no charge. Further reducing our pay because another old ball valve needs to be replaced even after our video shows the pump working perfectly when we left and after we replaced the 1st ball valve at no cost is also concerning.
  
  As a company, we recognize the complaint about our tech's actions is legitimate and unfortunate; however, it is impossible to accept that we should accept less money when the leak detection found the leaking pipe and we replaced a ball valve at no cost. We would be glad to still credit the ball valve replacement, and charge $250 for the leak detection.