Complaints

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In essence, for many months, I have used Pinch-a-Penny as my pool cleaning company to obtain weekly cleaning, chemicals, and monthly filter cleaning. I found my pool filter was horribly dirty. So, I checked my surveillance videos and found that my pool was not being cleaned in a manner consistent with my payments and understanding. As per the door hanger where the technician states what was performed, every week since January 2024 has the same things checked off: Brush Walls, Clean Tiles, Clean Strainer Baskets, Skim Surface, Leaf Rake, Test Water. The service was also supposed to include monthly filter cleanings, though this was NOT checked off the door hanger on any visit in January, February, March, or April. After realizing the pool had not been brushed correctly and the filter not cleaned for months, I reached out to the store. When called about this issue, the Pinch-A-Penny service manager (****) did not return the call and I called back the following week. On 04/30/2024, the owner (**) stated that I was entitled to my opinion about the pool services and that he would not return any amount related to the pool services that were not provided as contracted. The dates and times below are only the most recent examples of the service provided since February 22, 2024. These are actual time stamps obtained from my surveillance cameras at the front driveway and overseeing the pool equipment. Note that the pool technician was at the house for between 4 minutes and 9 minutes each week this is not enough time to perform all the services noted and definitely implies the filter was never cleaned.EXAMPLE DATE AND TIMES: April 18, 2024 -- In Driveway: 1:00pm 1:12pm and At Pool: 1:02pm 1:11pm (Cleaning Time: 9 Minutes) April 11, 2024 -- In Driveway: 12:37pm 12:44pm and At Pool: 12:38pm 12:43pm (Cleaning Time: 5 Minutes) April 04, 2024 -- ***********: 2:07pm 2:23pm and *******: 2:13pm 2:22pm (Cleaning Time: 9 Minutes)

  Customer response

  05/01/2024

  The specific Pinch-A-Penny where the services were purchased and where i spoke with the owner was the following:

  Pinch A Penny ********************
  ****************************** 105
  Bradenton, FL 34202

  Customer response

  05/01/2024

  The original system would not allow added words - so I am sending the full list of the last three months of services. In essence, for many months, I have used Pinch-a-Penny as my pool cleaning company to obtain weekly cleaning, chemicals, and monthly filter cleaning. I thought all was well until I went into my pool and there was a thick layer of algae on the stairs. I then learned that my pool filter was horribly dirty and required me to clean that myself. So, I decided to check my surveillance videos and found that my pool was not being cleaned in a manner consistent with my payments and understanding.
  
  As per the door hanger where the technician states what was performed, every week since January 2024 has the same things checked off:Brush Walls, Clean Tiles, Clean Strainer Baskets, Skim Surface, Leaf Rake,Test ************ *********** was also supposed to include monthly filter cleanings, though this was NOT checked off the door hanger on any visit in January, February, March, or *****. I thought this might be an error, but after realizing the pool had not been brushed correctly and the filter not cleaned for months, I reached out to the store.
  
  When called about this issue, the Pinch-A-Penny service manager (****) did not return the call and I called back the following week. On 04/30/2024, the owner (**) stated that I was entitled to my opinion about the pool services and that he would not return any amount related to the pool services that were not provided as contracted. He also stated that, even though the pool services were canceled in mid-*****, he would not return the past charged amount for ***** because there is a handshake agreement that he would be provided at least 30 days notice for any cancelation of services. He was the rudest and most unprofessional person I have ever spoken with at any business,let alone one that should be focused on customer service and returning business.
  
  The dates and times below are only the most recent examples of the service provided since February 22, 2024. These are actual time stamps obtained from my surveillance cameras at the front driveway and overseeing the pool equipment. Note that he pool technician was at the house for between 4 minutes and 9 minutes each week this is not enough time to perform all the services noted and definitely implies the filter was never cleaned (which takes more time than that to remove it from the housing and hose it off). Even with this information, the owner stated that he would not refund any potion of the past charges. I asked only for one month to be refunded, as it was clear the pool technician did not do his job for at least the past four months. Borefused and said that he would not refund anything and then welcomed me to do your best to spread the word about their unprofessionalism and poor service.
  
  ***** 18, 2024:
                In Driveway: 1:00pm 1:12pm
                At Pool: 1:02pm 1:11pm
                Pool Cleaning Time: 9 Minutes
  ***** 11, 2024
                In Driveway: 12:37pm 12:44pm
                At Pool: 12:38pm 12:43pm
                Pool Cleaning Time: 5 Minutes
  ***** 04, 2024
                In Driveway: 2:07pm 2:23pm
                At Pool: 2:13pm 2:22pm
                Pool Cleaning Time: 9 Minutes
  March 28, 2024
                In Driveway: 2:14pm 2:23pm
                At Pool: 2:16pm 2:22pm
                Pool Cleaning Time: 6 Minutes
  March 21, 2024
                In Driveway: 1:42pm 1:50pm
                At Pool: 1:43pm 1:49pm
                Pool Cleaning Time: 6 Minutes
  March 14, 2024
                In Driveway: 1:58pm 2:09pm
                At Pool: 1:59pm 2:05pm
                Pool Cleaning Time: 6 Minutes
  March 7, 2024
                In Driveway: 1:46pm 1:58pm
                At Pool: 1:50pm 1:54pm
                Pool Cleaning Time: 4 Minutes
  February 29, 2024
                In Driveway: 1:31pm 1:39pm
                At Pool: 1:34pm 1:38pm
                Pool Cleaning Time: 4 Minutes
  February 22, 2024
                In Driveway: 2:00pm 2:08pm
                At Pool: 2:02pm 2:07pm
                Pool Cleaning Time: 5 Minutes

  Business response

  05/07/2024

  Hi ************,
  
  We strive to make sure that our customers get the best possible service and that they are informed regarding anything not working properly on their equipment. Additionally, all service vehicles are tracked via live GPS and the minimum amount of time spent at your property on 193rd St E for the month of ***** was 17 minutes with the greatest amount of time being 26 min on ***** 11th for your filter cleaning.  We were at your house six times in ***** caring for your pool to ensure the pools chemicals were properly balanced. 
  
  We recently recommended to you that you use a better filter than the paper filters you are buying via Amazon.  The inferior filters you currently use get dirty quickly and do not provide adequate filtration.  Additionally, your house is surrounded by Florida Oak Trees that produce a great amount of pollen which can quickly clog a poorly made filter.
  
  ** did offer to split the cost of the monthly service with you; however, this did not resolve the issue.  Unfortunately ** did need to end the call with you the other day because of the language you were using with both ** and his staff.

  Customer response

  05/07/2024

   
  Complaint: 21647260
  
  I am rejecting this response because: 

  I have video evidence from multiple cameras with date stamps and time stamps that clearly and unequivocally show the service provider did NOT provide the level of service reported in the business's response to my complaint. At no time did the owner ("Bo") offer to "split" the monthly costs with me, instead he stated that I was not due a refund of any cost because there is a "handshake agreement" that I would provide 30-days notice of cancelation (I wholly objected to this, as there is no handshake agreement and there has never been mentioned a 30-day notice requirement). I explained that I have video evidence showing what work was completed and the times when the pool was serviced. It should be noted that the video cameras cover the driveways, the front door, and the pool equipment. I explained all this and was told that everyone can have "their own opinions" - yet I was trying to explain that videos are not opinions (they are facts). I got frustrated with "**"'s unprofessionalism, attempt at blaming me for the lack of service, and his concept of a "handshake agreement". 

  April 18, 2024:
                In Driveway: 1:00pm 1:12pm
                At Pool: 1:02pm 1:11pm
                Pool Cleaning Time: 9 Minutes
  April 11, 2024
                In Driveway: 12:37pm 12:44pm
                At Pool: 12:38pm 12:43pm
                Pool Cleaning Time: 5 Minutes
  April 04, 2024
                In Driveway: 2:07pm 2:23pm
                At Pool: 2:13pm 2:22pm
                Pool Cleaning Time: 9 Minutes
  March 28, 2024
                In Driveway: 2:14pm 2:23pm
                At Pool: 2:16pm 2:22pm
                Pool Cleaning Time: 6 Minutes
  March 21, 2024
                In Driveway: 1:42pm 1:50pm
                At Pool: 1:43pm 1:49pm
                Pool Cleaning Time: 6 Minutes
  March 14, 2024
                In Driveway: 1:58pm 2:09pm
                At Pool: 1:59pm 2:05pm
                Pool Cleaning Time: 6 Minutes
  March 7, 2024
                In Driveway: 1:46pm 1:58pm
                At Pool: 1:50pm 1:54pm
                Pool Cleaning Time: 4 Minutes
  February 29, 2024
                In Driveway: 1:31pm 1:39pm
                At Pool: 1:34pm 1:38pm
                Pool Cleaning Time: 4 Minutes
  February 22, 2024
                In Driveway: 2:00pm 2:08pm
                At Pool: 2:02pm 2:07pm
                Pool Cleaning Time: 5 Minutes
  

  Sincerely,
  
  ***********************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our pool pump and automation system was hit by lightning and needed to be replaced. Given we have always used Pinch a Penny for our pool needs we had them come out. At first I was offered 2 different options. One was much cheaper than the other. I initially wanted to go the cheaper route but was convinced the more expensive route was better. I was never informed that it had to run off wifi in order to work properly. After we agreed on the repairs the technician came out and was very nice and professional. He did the install but when it came time to connect the wifi to fully turn on the system it would not work. He thought it was a faulty antenna and said he would return the following day at 1600 with a new antenna. They charged my card for the full amount at that time. My wife waited for him the next day but he did not show up. He did come back a few days later and was not successful in getting the wifi. He apologized and said the owner, Bo, would be contacting the manufacturer and then me to schedule a time for them to come back to get our system working. Since then I have not heard from Bo once. I have tried to contact them but they don't respond. I feel that since they took my money there is no urgency to get it working. I didn't even want to buy the really expensive option but was convinced that was the way to go and now that doesn't work. I have tried to trouble shoot it myself but I cannot get it to work. It is very disappointing that they took my money before the job was done and now I have to chase them. They should be chasing me to get the job finished. If they hadn't taken my money yet there would be an urgency to get it done. Please help.

  Business response

  08/23/2022

  Business Response /* (1000, 5, 2022/08/04) */ Hi *****, Please contact us at the store to get this resolved. We were under the impression that you were making an adjustment to your home network and we were waiting for you to call us. Thanks,

*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. ↩