Complaints

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Southland Pool in December 2021 to clean up the algae bloom in my pool. We agreed on the price of $350 for the work. The technician came several times prior to Christmas to apply chemicals. On Dec 29th, while I was out, the technician called and asked permission to enter the yard to check the pool. I granted permission for him to use the gate code and enter. When I returned home, I found the auto-fill pump was turned over and broken off from the hose. The water supply had been turned off at the outdoor faucet, so I know the technician knew he broke the device. I called Southland for resolution, and they promply sent out 2 new technicians to fix it. These technicians broke the fitting on the end of my hose, necessitating shortening the hose to attach a new fitting before reattaching it to the replacement auto-fill pump. (This leaves me with a hose that won't fit into it's groove in the sidewalk and is now a tripping hazard.) When I received the bill from Southland, they billed me for the algae remediation AND the new auto-fill pump, hose fitting and associated labor. I called their office manager and paid the $350 originally agreed upon, but disputed the remaining $187.10 for the replacement parts and labor. The $350 transaction was completed by credit card on Jan 7, 2022. On Feb 1, 2022, I received an email invoice for $187.10. On Feb 14, 2022, Southland Pool made an unauthorized charge on my credit card for $187.10. I have not spoken to them since Jan 7th, so they must have retained my credit card information on file without my permission. I have disputed the charge on the credit card with my bank.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/02/25) */ Pool clean-up completed for customer to her satisfaction. Tech moved the auto fill to get to the skimmer basket. The auto fill was old and had been out in the sun and elements and dry rotted, so it was not in good condition. When the tech moved the auto fill about 6 inches it started spewing water. The auto fill needed to be replaced as it would not have lasted long in the condition it was in. Customer was told the auto fill was leaking and she responded to the tech to just fix it and stated we had her card on file. Once the job was completed our office sent her an itemized invoice for replacement and labor. The invoice was sent to her on Feb. 1st, and after two weeks of no call back or objections from customer her card was run through as previously discussed. We are sorry that this happened but not responsible for equipment not in good repair and needs replacing. The tech worked on the hose connection with what was available and reconnected the auto fill which was placed on the deck area. Our company however; does not wish to argue the point as we work very hard to provide good work and maintain good relations with all customers. We will credit her card in full. Consumer Response /* (3000, 7, 2022/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business's account is complete fabrication. 1) It is not necessary to "move the autofill to get to the skimmer basket" as they are separated by more than 12 inches. 2) I was never told the autofill was leaking. I found the damage upon my return home. I did not tell the tech to fix it; and at the time of the incident, the company did not have my credit card number at all, let alone have a card "on-file". They had the card number only because I paid for the algae cleanup on 7 Jan, at which time I told the office manager that I would not be paying for the charges related to the repair of the equipment that the tech broke. While I am glad they plan to credit my account, I do not appreciate the aspersions cast upon my character with this false narrative. Business Response /* (4000, 9, 2022/03/07) */ Our company does not replace any equipment or services unless authorized to do so by a customer. The customer spoke to our pool technician as previously reported for replacement of old auto fill. Our office supports what previously had been reported by tech as a repair order needed to be submitted prior to replacement of auto fill. The 12-inch space from skimmer was not sufficient for the clean-up. We required room for the equipment needed in the vicinity of the skimmer to complete the clean-up services. This is why the auto fill was moved in the first place. The auto fill was rusted and old from elements of sun, rain, etc. and it fell apart upon moving the unit. We sent the invoice for auto fill replacement to the customer prior to running her card on file, as we did for the clean-up previously paid on her credit card. The customer could have disputed the equipment replacement after two weeks of receipt of this invoice. We may have been able to settle this dispute immediately after discussing the problem. No response from customer after sending receipt. The tech still confirms customer told him to fix it. We had customer credit card on file which was also conveyed to tech. Her card was refunded to avoid any more issues from customer who stated she did not authorize. Our tech has been with us a long time and is a mature, good honest employee who reported what occurred to the best of his knowledge. We did not fabricate our response based on information we received from tech and office. We stand by our original statement as at this point customer received a full refund. There are two accounts of this situation. Unfortunately, they are in conflict, so there is nothing more we can add. We are sorry customer feels customer was compromised with a false narrative of her character. The refund was confirmed on our banking today.

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