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Complaint Details
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Initial Complaint
05/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 10/28/2022 I submitted a payment of $1327.00 to this business for a custom pool cover it is now 05/12/2023. I have not received a response from the owner or the secretary regarding the order or a refund. I have reached out to the company via email, text, and verbal communication over the phone with the secretary, she has stated that she can not talk to me regarding the issue, and that I need to speak with the owner ****. Of course I have left my contact information for the owner but I have not received a call back, and I have copies in my email with the invoice of the payment if proof is needed. I would like a full refund or complete the other 50% of the sale to receive my pool cover.
Business response
05/30/2023
This issue has been resolved between us and Mr. ******.Business response
05/31/2023
There was no issue with the cover purchase. We are in the middle of a construction project for the customer. The customer was unhappy with the time frame the job was taking. Due to the fact that we were well within our legal rights to be taking the additional time to complete the project, and when we supported our position, the customer was frustrated. He lashed out with the only avenue he thought he had to take and that was the separate retail sale of the cover. Until the contractual issue arose, there was no conversation about the cover from My ******, as the cover wasn't needed until we completed the construction of the pool. It was never a case of us not fulfilling the cover order. We normally don't order, nor deliver covers on new pools until we're done with the construction phase of the project. The cover was a retail sale and not part of the construction contract. We had a short time where the customer was in debate as to what to do and that has been resolved and we're currently back on the project and expect the pool construction project to be completed within 14 days (Friday after next).
The customer has, since his making the complaint picked out the cover color and we are in process of ordering the cover from the manufacturer. We are completing the sales process in regards to the cover and not issuing a refund. It should be delivered to our office within 3 weeks approximately. We'll know more once the order is confirmed.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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