Complaints

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Georgia Pool Supply sold me a $3553.00 defective EXPLOSIVE pool heater with a busted and leaky gas valve and walked away when it broke 6 months later. It has now been a year and a half and it is still dangerous and unusable. When I left a ****** review explaining this, their pool tech ****** showed up at my BACK DOOR to confront me about it and said he could pick and choose his clients, handed me the part and chastised me for holding them accountable. I'm now having to get my attorney involved.

  Business response

  04/19/2022

  Here are the facts behind the complaint made by Customer against ********************** and ******** Three phone calls were made by the customer about an issue with a ******* heater. Each time the customer called, ********************** sent a tech accompanied by a tech from ******* to the customers home to examine the complaint within 24 hours of the request. The Georgia Pool Supply rep, with the assistance of the ******* rep, attempted to duplicate the issue the customer claimed to have and were never able to see, hear or experience the problem that the customer was complaining about. On the first visit the reps witnessed a buildup of mud or an ant mound inside the burner tray. The homeowner agreed to remove it. Once removed the heater fired up with no problems. On the 2nd visit the reps went out again and the heater fired up with no problems. The reps stayed an extended period of time to make sure there were no issues. After the 3rd complaint by the customer, ********************** decided to order parts, free of charge, through the vendor. The customer was told it would take approximately a week to receive the new parts and Georgia Pool Supply was prepared to install the new parts free of charge. During this time, the customer proceeded to write a bad review with disparaging verbiage on ****** encouraging customers to stay away from the business. After reviewing the customers ****** review account and seeing that there is a habitual occurrence of negative/bad and hostile reviews by this customer toward other companies, ********************** delivered the parts free of charge, and explained without aggression, that after seeing the negative review the company would no longer be servicing their pool needs. Everything was done within our power to service, diagnose and rectify this customers problem. Once we explained our position, delivered the products free of charge and left the customers property we received more threats through ****** review that they felt the need to ***, slander and continue their attack of our business. 

  Customer response

  04/19/2022

   
  Complaint: 17059235
  
  I am rejecting this response because: the company has sold a product that is the equivalent of a bomb on the side of my house, and refuses to accept responsibility for selling a faulty and dangerous product that endangers my family, the families of my neighbors and our properties. Correcting a gas leak with duct tape is not an acceptable solution. This product should be removed from the property and refunded.  My review of their business is accurate and was originally made during a time when the owner refused to do anything about the problem. I updated my review after he aggressively knocked on my back door and told me he could pick and choose his own customers and wouldnt be supporting the dangerous product he already sold me. Most companies care about their clients.Georgia Pool Supply does not and if their products kill someone, oh well.

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

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