ComplaintsforGreen Crest Pool Management, Inc.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I selected this company through BBB recommendation. Mr ******************** came and installed a pool pump that I had purchased.He finished the job and picked up all of the spare parts his and mine and all seemed to be a good job, until I went to cut off the water coming out of the skimmer so I could change the filter. Mr ******************** had not put a cutoff valve on the connection.He never mentioned to me anything about this.A few days later, I discovered I had no way to turn off water coming from the pool, I called him and explained the problem. He said get you a plug for the skimmer. I said ok, but will you return when you have a time slot and bring a cutoff valve with you.He said ok. Since then I have emailed him and called his office and left messages for him to come.As of today he has not contacted **** also mentioned I had bought a plug but as an old woman, I am unable to get down on my knees twice and up again, plus no one else here is able either.I am so disappointed in the lack of customer service on follow up that he displayed when here before.

  Business response

  07/09/2022

  Good Day and thank you for your business and support. We do have a person who can help you with scheduling your appointment. Someone will be in touch with you Monday morning to discuss a day for service. We are in the most busiest time of year and we do apologize for any inconvenience o inconvenience and miss communication. We do love our valued customers and we are always here to help. Have you a blessed day. 

  Customer response

  07/19/2022

   
  Complaint: 17513619
  
  I selected this company because they were rated high on BBB list. *** came out and installed my new pool pump. He took the old pump and spare parts with him. I was on the scene the entire time he was installing. He never mentioned any problem. A few days later I went to change the filter and discovered he had left off the cutoff valve to the pool. I had to change the filter with water flowing out of the pool. I called and explained the problem, he said get a plug for the skimmer to stop the water flow. I told him I would but at his earliest convenience please bring a cutoff valve and install it. A few days later, I emailed him, no response. I called him 2 more times during business hours and had to leave a message, still no response. The plug he told me to get has to be pushed into the skimmer. My skimmer is built in a deck, and at 76 years old I am unable to get down on my knees to insert the plug, get up and go behind the pool and change filter and return and remove plug. Go back down and turn pump motor on. This is too much of a risk of injury for me to accomplish the situation *** has left me in. All I am asking for is the installation of a cutoff valve in the skimmer side of the pool.
  
  Sincerely,
  
  *********************

  Business response

  07/21/2022

  Green Crest Pool Management 

  Dear Elaine 

  We have attempted to reach out to you on multiple occasions and was not available to reach you. We left multiple voicemail messages and sent you an estimate for the additional repairs that were needed for your pump valve. Customer purchased the wrong part for the repair so their was modifications needed to be installed and customer was not charged for it. We are always here to help you with your pool needs. The job was marked complete. Any additional work will be additional charges. Customer must approve the additional work order needed sent via email July 21 2022. Have a blessed day. 
  

   

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ******************** Crest to fix a broken light in my pool on 6/1/22. He visited my home and quoted me $807 for the service. I mentioned that I thought this was high but agreed to pay. He asked for half upfront to order parts. The quote included $520 in labor and $206 for bulb, gasket, and lens. I paid $403 on 6/1 - he also said that he removed the glass from the pool at this time. Mr ******************** said that the parts were in stock and that he would arrive to complete the work on 6/6/22. He did not arrive on 6/6. I called him at around 4:50pm and he said that the parts just arrived and he would install on 6/7. On 6/7, at 10:07 am, I contacted Mr ******************** to get his ETA, he said he would let me know shortly. At 4:26pm, he texted to say he would arrive in an hour or so. At 7:26pm, he texted to say he had arrived. I told him that it was too late to do the work and that he should schedule another time or refund my money. He refused to return or refund. He changed the remaining invoice to say that I refused service. I'll also note that the glass was not fully removed from the pool. I have found multiple pieces of glass at the bottom of the pool and will need to pay another service. I completed the repair myself. I ordered the parts which actually cost the following, tempered glass, $32, gasket, $8, bulb $21 for a total of $61 in parts compared to his $206 noted above. I reached out to Mr ******************** by text and email to allow him to complete the work or refund me. He has refused both options. A satisfactory solution at this point would be a refund of the $403 deposit paid.

  Business response

  06/21/2022

  Hi Helynsia,

  I apologize for the experience you had with Green Crest Pool Management as this is not an experience we want any customer to have being we strive to provide the best quality products and utmost customer experience. Although, this is the busiest time of the year for Green Crest Pool Management we will always focus on an excellent customer experience and provide unbeatable prices for all customers. The prices provided are based on products and labor from the suppliers and we strive to give the most reasonable prices for all customers. Based on the interaction, Mr. ******************** did complete service and informed you of all ETA's and delays as shipping delays for parts are out of our control. The deposit paid was for parts and labor and services were completed. Mr. ******************** arrived to render services and completed services and there is applicable evidence of completion of service, but being the time frame was not in your dedicated time frame, you advised Mr. ******************** to leave your home of service and to not return and at that point that is refusal of service. There are no refunds on services rendered based on your personal preference of services being provided too late, as if the technician arrived too late services should have been refused prior to completion of service, not after services were completed. I hope you have an overall better experience with Green Crest Pool Management if you choose to business in the future and I apologize if you had an unsatisfactory experience as that is not the experience we we want any customers to have.  

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