Complaints

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Clear waves monthly pool service invoice payment of $150.00 is due on the 21st of each month and service is once a week on a Monday. I paid $150.00 on 12/21/23 and the service wasn't rendered on the first Monday 12/25/23 because it was a holiday. **** the owner of Clear waves never communicated with me when the makeup date would be, in fact I left my gate unlocked the next day on 12/26/23 in case they were servicing my pool. This never happened! In fact I finally message **** on Saturday 12/30/23, because the second date of service was also on a holiday Monday 01/01/23 and I requested when my **** pool would be serviced and I didn't appreciate leaving my gate unlocked without knowing, **** wasn't happy I contacted him on his day off and basically was rude and said they took off for Christmas week(without informing the paying customer) and that the weather wasn't good anyway and it wasn't swimming weather. I have had a two other issues with the owner because of his employees not doing their job correctly and me paying for services not rendered correctly or they don't let me know about any problems with my pool that is necessary. So I requested a refund of my $150.00 for services that weren't done that month and I no longer want to do business with Clear waves. **** responded he would refund my money but as of today he has not done so. I have reached out two other times, 1/6/24 & 1/18/24 requesting my refund but have not received a response nor my money refunded.

  Business response

  01/30/2024

  Customer wants the entire month of December refunded because we took off for Christmas and we had a disagreement about it so she canceled us. I dont agree with that, we serviced the pool 3 weeks prior to our fall out, So if anything she is *********** a 1 week refund, but not for the three weeks that we already did her service with no complaints, This lady is older and very rude and kinda nasty. We started her service in march 2023 for the entire month but I was very busy and i didnt get around to invoicing her until March 21st, so technically she has been paying for the current month every 21st of the month, she got very confused with that even after i tried to explain it, I have invoices to prove it I can send to you guys. She also left me a bad review on ****** calling me a liar and I dont run my business honest, so if I am to refund her any money ever she needs to remove that review IMO, otherwise the damage has already been done to me, Ive always ran an honest business but sometimes clients want everything their way 100%. No ifs ands or buts. maybe you guys can help sort this out with us. I dont need to rip people off we are very successful TBH.

  Customer response

  02/04/2024

   
  Complaint: 21211696
  
  I am rejecting this response because:
  The owner see attached said he would refund my money but never did. He has called me old, rude & very nasty and as you can see with my attachments I wasnt. I just wasnt communicated with from the owner he wasnt working Christmas week and was on vacation In fact this is an issue with him lack of communication.Another issue in September 2023, my pool wasnt service & again I had to contact the owner and was than informed they were backed up. I was told they would come the next day but they didnt. I called and **** insisted they did, I said my camera shows nobody and my skimmer basket & vacuumed were full. The tech did lie & said he service my pool and I had to show proof to be believed . I will not take down the ****** review because **** has no respect or regard for a customer. Each incident and there was maybe two other times I was right.I will say I was confused by the billing because it was due the 21 of each month. I wanted to pay on the first or from the day of service. He said he didnt want to be ripped off and I understand because neither do I. He can keep my money because to me its worth keeping my review up, so others are aware of his lack of communication and his disregard of the customer and he is never wrong just his customer!!!

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

  Business response

  02/08/2024

  The former client's original complaint was she was ripped off for a month of service, but then just admitted she did not indeed understand the billing and was confused, so now i can keep the money she doesn't need it, so the review can stay up? It appears to me this is indeed settled and she knows she was wrong about the billing, so we are done with the back and forth, leave the complaint up, we were not wrong and we are allowed to miss visits in a year due to the way we bill with 48 weeks billed, in a 52 week year, we go over that with clients but some refuse to abid by that policy when it actually happens. Hurricanes and tropical storms and holidays happen here we are affected by those we work outside in the elements, and we are allowed to have holidays, her service day was on Christmas day I'm not going to apologize for taking a Christmas break off and for my employee's. This woman got 1 free week of service in October and July due to the extra Monday those months but she probably never even realized it. Im done with it. Thanks

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