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:09/28/2023

  Type:Service or Repair 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.

  I used Apperson pool service for our in ground vinyl pool since last year. when they came to close the pool last year I asked them about my concern of a possible leak in the pool and the owner of the company said it has to be from the simmer. He put putty around the skimmer and closed the pool. When it was time to open the pool. They came out, the water level was very low so i called the office to come fix it. The owner came again ******* and put more puffy on and if it still leeks he will come back to dive in the pool to check for any leaks then fix them The pool kept loosing water. I called them again. On 9/14/23 a guy came dove into the pool. He said he checked the entire pool and found one leak. He emptied about ***** gallons of water from the pool. the next day the owner came and fixed that. They asked me to fill the pool and monitor. I paid them $300 that day. The pool was not fixed so I called again. They told me they cant do anything else and to call a professional, a leak detector. That threw me off so I hung up then called back the next day and asked them what they meant that I need to get a professional and why they didnt tell me they are not professionals. They lady on the phone didnt know what to say but proceeded to say she can send someone to dive in the pool but they will charge me another 300 dollars. We argued and she got mad because I said they miss informed me and deceived me so she hung up in my face. About an hour later a lady called me asking what happened and i went through the same conversation with her. I asked her why did the owner say he will fix it if that was not his profession and she told me (oh well that is what he tells everyone). I asked for a refund or that they be responsible for paying for the professional leak detector and she said no we will not pay anything and will not give you a refund Im asking for them to refund me back the 300 dollars I paid so I can get a professional to fix the pool

  Business Response

  Date: 10/02/2023

  In response to the complaint from ***************** on September 28, 2023.

  **************** called Apperson Pool Service on several occasions to request service on her pool. On May 8, 2023 we opened her pool located at ******************************************************************. On May 31, 2023 she called and said she believed she had a leak around her skimmer. We then scheduled a service call to repair the leak at the skimmer. We heard from her again, four months later on September 14 stating her pool was still leaking. I told her that we could send someone out who could dive and that the cost was $300.00 she agreed to the service and cost. On September 15, 2023 we found a hole in her liner near the steps and repaired it. **************** was present the entire time while the diving was being done. She also took a picture of the area that was repaired. She called and paid with a credit card after the service was completed. On September 25, 2023 she called and said that she was still losing water and I told her that the water could be evaporating because of the weather, and that she may want to contact a leak detector because while we were there, we didn't find any more leaks. As I was trying to tell her she was very upset and kept talking above me. She kept arguing and I told her that we could come back but there would be another charge for diving again. Once again, she wouldn't let me talk so I hung the phone up and canceled her closing scheduled in October.

  We fixed her leak on September 15th. If there were new leaks, we didn't find them. **************** has two options; she can either contact a leak detector or she can purchase a new liner based on our previous discussions.

  If you need further information or documentation for the information provided, please do not hesitate to contact our office. 
  

  My contact information is below: 
  

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

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

  Thank you,

  Apperson Pool Service

  Customer Answer

  Date: 10/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [When I called saying there might be a leak I did not specify it is around the skimmer, the owner came out ******* and said it must be the skimmer, he put ***** around it, told me to call if the pool is still loosing water and that he will come dive in to find the leak assuring me that he will solve the issue then left. I called again saying it is still leaking and agreed to them diving and fixing any leaks. The guy came dove in and said he found one hole in the liner. Advised me to empty the pool ( which I found out later that the hole could have been patched without draining half the pool and costing me all the extra expense of fill the pool back up) and again I was assured this is the only leak and the pool will stop loosing water but that problem is still not solved and they want to charge me more money to come out and finish the work they started. And above all they never told me they are not professional leak detectors and I trusted them. As far as buying a new pool liner I asked them about it several times and I was told the liner I have will be good for couple more years. Again, I trusted their opinion at that time.
  I still think I should be refunded at least half if not the full cost of what they charged me.]
  
  Regards,
  
  Sema ******