Complaints

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tifton Pool & Spas has been supposed to perform weekly maintenance on our pool since ******* 2022. We paid a month in advance, a month of service, and also put a credit card on file. We have asked them numerous times to notify us or leave a receipt when they perform such services. We can prove that they have been twice in three months. When calling the store to ask about the interruption in service we receive one excuse after another. Once it was an employee quit, it was raining, they can't find the house, someone came today and the pool was clean....Now when we reach out to the store we have encountered the rudest, most unprofessional employee Summer who lies continuously. We have spent thousands of dollars with this company, but recently their service and performance has been terrible. We contacted them yesterday to see why our pool had not been serviced. We were told it was raining and they would be coming today, ***************5. Upon returning from work this afternoon I found again that they have not been. The *********** is full, hose is in a knot, and the same trash is on the bottom of the pool. When we called the store Summer was very rude. She demanded that they have been today and she has pictures to prove it, then it was "they couldn't find the house", the owner is going to call you in just a few minutes but we never hear from him. When I tried to call to tell them we would like to discontinue our services with them and pickup our money, Summer yelled at us and hung up. Upon calling the store back she continues to pick up the phone and hang up. The unprofessional manner of Summer has just cost this our store ALL of our business.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/04/08) */ *********************************************************************************************************** In response to the above. During the time this work order was to be performed, the service tech was not doing the work he was reporting done. Unfortunately this happens from time to time. After we were aware of the work that was said completed was not completed, we were forced to let employee go, therefore leaving us without adequate help. Homeowner states they have paid for 3 months of service which was never received. In reality, the initial payment of $150.00 was the only payment received, and was carried over for 3 months during the time of dismissing one employee and training a new one. While we should have completed 3 months of service, we were not able to do so and therefor homeowner was never charged again for services not rendered. The initial payment of $150.00 has been sent in the mail to homeowner for a complete refund. My service tech called the store to tell me the pool was not green nor dirty and was told to take pictures and send to me. The homeowner sent pictures as well showing the pool had some pine straw and debris in the pool however the water was clear and sparkly. My tech did not se any debris in the pool during the visit, however it was shown in the picture received the next morning. in response to Summer being rude and 'lying', she works in the office and can only relay information given to her. such as an employee saying they have been to the job when in reality were never there. She was called extremely offensive names over the phone, and could not even retrieve the phone number from caller ID to give to the owner due to homeowner calling repeatedly to continue her rant after being told someone else would be in contact. My employee was treated extremely rude and unfairly given she was doing exactly as she said she would, but was not allowed to finish the message due to excessive calls and rude comments preventing her from completing this call to her manager. We were also delayed due to rain on more than one occasion and there are things that are simply out of our control. in summary, we have issued a complete refund, we were at the pool earlier in the day, and the name phone number and message was delivered to higher authority just as she should have done. I see no problems with the way my employee conducted business after the way she was spoken to, nor do I see any issues with the work we completed and had attempted to complete previously.

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