Complaints

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Poolsafe gave us a quote for a new pool cover. They sent someone out here to install the pool cover, they cut all kids a wires, took off the pool cover and then claimed we needed a new motor. The motor was working when they came the week before for the estimate. If we had followed their advice we would have been charged falsely thousands of dollars. We were able to get a manager over to look at it who confirmed they messed up while cutting wires and we did not need a new motor. That manager left our house that day, never returned, no one will pick up phone calls anymore.

  Business response

  07/07/2022

  It is true that our Technician cut wires that were later determined unnecessary to cut. The Technician that cut the wires was doing what they thought was needed but made a mistake so that will be rectified. The issue was not captured correctly in our records. We are in the middle of changing to a new software so some things have been missed. Unfortunate, this was one of the items that was missed. My office spoke with the customer yesterday and conveyed our commitment to resolving this issue. We also committed to responding to her within 24 hours. I have reached out to our area manager to get more details about the wires because there is a very good possibility that we can fix the wires by replacing the motor, which the first Tech though was needed. If that is the way that we fix the wires, then the customer will get a new motor free of charge. If we need to have new wires pulled, we will do that, but I highly doubt that will be required.

   

  As for not answering their calls, I am sorry to say that for many weeks now, many customers have felt this way. The pool industry is experiencing historic growth. Our call volume is up exponentially and we are severely understaffed. We are actively trying to hire but are struggling to find qualified people. Until we do, we will continue to struggle answering phones. I hate that, but it is the reliability that we are living in right now. We would not have ignored this customer, and certainly were not ignoring their calls, as they seem to have felt, but I understand the reason they felt that way. We are committed to fixing the staffing problem; I hope we can find people very soon.

  Customer response

  07/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

*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. ↩