Complaints

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To be as concise and unbiased as possible. Here are the series of events from my perspective. 1) inquired about pool closing. 2)scheduled pool closing in or around October of ******) DA (Douglas Aquatics) closed my pool to the supposed specs of the type and kind of liner and system they saw fit. 4) upon opening pool it was documented the there were massive stains in my pools liner. 5) I inquired about why this may be and upon speaking to a service manager (******) I was told the process in which the pool was closed per the documentation sheet that is required during closing process. The document stated that a device was inserted into skimmer line to prevent freezing and protect the water filled lines. Upon opening, this device was not present. 6) After I inquired what could be done about the stains I was informed a tech would come out to take a look. 7) this was scheduled verbally and the day of service came and the tech showed up with a supposed test kit and a single bottle of solution. 8) the tech informed my spouse that they didn't have the appropriate amount of chemicals. 9) without a call from the service manager or a quote or a call of any kind the tech showed up Saturday unannounced and added an unknown amount of chemicals In my pool without a price and with limited knowledge of the effects. 10) following the vague instructions from the tech who referred to the bottle for suggested wait times. we to *** applied chlorine and chemicals only to end up with a vile green water color. 11) after consulting with another licensed pool tech I called DA and inquired about the 900 dollar bill I received with no explanation. This resulted in a credit of 10% off a bill I never signed off on or acknowledged I was screamed at and told that I am now refused service in perpetuity simply for asking why I wasnt prompted before such a large service was performed. **** up on and cursed at for trying to resolve a simple miscommunication. Threatened with collections.

  Business response

  08/18/2023

  At this time we are internally investigating the claim and will follow up with our findings.

  Thank you for your patience with us.

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