Complaintsfor614 Pools

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a service set up with 614 pools for pool opening with 4 visits over a 2 week period at $900. they came Tuesday April 23 around 3pm and opened our pool added chemicals, backwashed the filter and vacuumed as contracted. The NEXT day Wednesday April 24, guy shows up.no phone call, no email saying that 614 employee was coming out. i thought maybe they didn't finish the opening so i left him alone to finish his job. Later on i get an email saying he did a full service. No, I should still have 3 cleanings. i called on Thursday April 25 at 10:01 and spoke with sandy for 2mins. I asked her why she would allow them to service my pool 2 days in row. The chemicals haven't set plus the day before they already cleaned it and backwashed. She said it was convenient for them since they were in the area. I told her i wanted cleanings spaced at least 2 days apart i don't care whats convenient for them now your saying i have to wait to have my pool serviced again? Instead of the 2 visits in 1 week spaced out its 2 visits back to back and my pool is going to suffer until the next Tuesday! That is not what i paid for. She said she would have someone call me before the end of the day. No one called so I called the next day (friday april 26) i asked her why no one contacted me so we could work this out. No response. After that conversation me my partner and dad went to their listed location to speak with anyone who was available. Their response was you should lawyer up! Wait, How did we go from 0-100?all i was asking is that we terminate service and refund the last 3 visits that were UNSCHEDULED and unused. Their response was to call the police and are only refunding 2 cleanings minus overtime they supposedly paid the employees for us not leaving the property. We left the property after filing a report. i don't know where they got that that from. I just want my money back. We did not harass them i have audio recording when we spoke to the service tech and i did a review on google.

  Business response

  05/13/2024

  Yes the person involved doesn't understand swimming pools and apparently doesn't want their pool opened and cleaned.  They were lunatics who showed up to our physical private warehouse and wouldn't leave when asked, we had to file a police report against them for trespassing to begin the process of a restraining order.  We will never work with them again and refunded them for the services we did not provide.  We hope to never see or hear from them again

  Customer response

  05/15/2024

  We did not authorize the cleaning of the pool the day after opening. We are still owed 150 for the unscheduled and UNAUTHORIZED service.
  Regards,
  
  ***** *******

  Business response

  05/22/2024

  We have a signature for 4 visits, granting approval for the 4 visits within a 2 week timespan (attached). 

  As a reminder the pool was looking great after the first 2 authorized visits ******************************************************************************

   The refund you received is final, we are processing the restraining order for *****.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Hello, I am filing a complaint about this company who have serviced my pool for about 5 months and have cited problems with the pump leading to us consenting to them buying a new pump and installing it - cost $1800 plus only for them to them tell us that the timer was not working. We called electricians who told us it was not an electrical issue and there was no problem with the timer, that the new pump was bad. We then went ahead and bought out a new pump - which surprisingly works with the old timer. I contacted 614 pools and told them that the pump they sold us was bad and that it was not an electrical issue and that they needed to refund us because I was on the assumption that it would still be on warranty barely 1-2 months old. The service guy ** did acknowledge that yes it should be on warranty and they will pick it up. The boys came to pick it up. They had the guts to send another bill for $65 for pick up call . I have emailed several times to ask when we will get a refund for the pump and all the attachments , no replies. In the last 48 hours, I have been calling the number on their invoices and on their website , it seems like they have blocked me because it’s says the number is not in service but when I spoke with ****** in your office this morning, he called the number and was able to get through , so did a friend of mine as well. We have paid over $3000 to them for service and parts and I am wishing to collect all the monies back . I will like your department to help in resolving this. I called several times to ask to owner to reach out to me because I wanted to resolve this amicably but never got a call or email. Thanks for your help!

  Business response

  10/10/2023

  Hi after the customer publicly shared a 1 star review online weeks ago, we clearly can’t make them happy and after hurting our business reputation they now want a refund? The motor provided may have a manufacturer defect. We don’t manufacturer motors so we can submit the motor to the manufacturer for them to make a determination. They’ve blamed us for the product, which is from the most popular pool motor manufacturer in America. As their contract states we 614 pools do not provide refund or returns on used products. Please complain to the motor manufacturer and if they provide a refund for the product, we will pass that refund along to the customer. If they wanted to reach an agreement they would have contacted us first prior to posting a 1 star review, we don’t negotiate with people like that as we’ve learned they can never be satisfied. You can close this complaint as we’ve already told the customer any refund is dependent on the manufacturer inspection.

  Customer response

  10/10/2023

  
  '** ***' via Dispute Resolution - Shared Inbox <*************************************>
  1:51 PM (2 hours ago)
  to *****************
  
  Some of the email threads in here .
  Thanks 
  
  ******* *****
  
  Begin forwarded message:
  
  From: ** *** <***************>
  Date: September 21, 2023 at 3:12:19 PM EDT
  To: *** ***** ******* <********************>
  Cc: ******* <***********************>
  Subject: Re: Pool treatment
  
  Ok. Thanks . That works 
  
  *** 
  
  On Sep 21, 2023, at 2:11 PM, *** ***** ******* <********************> wrote:
  
  
  We can have a tech pick up the motor around 11-12 on Tuesday of next week. We do not have technicians in your area today. Thank you
  
  - **
  
  On Thu, Sep 21, 2023 at 10:44 AM ** *** <***************> wrote:
  Hi,
  I just saw this. Can someone come today to pick it up please? I am available between 12-1 , otherwise when can a person come , my next available time is on Tuesday .
  
  *******
  
  On Sep 20, 2023, at 2:13 PM, *** ***** ******* <********************> wrote:
  
  
  If you would like to have the old motor available for pickup at your location, we can have a technician pick up the old motor. The motor will then go back to our distributor and we can issue a refund for the motor. Let us know when it is available.
  
  On Tue, Sep 19, 2023 at 5:01 PM ** *** <***************> wrote:
  Thank you **.
  Since this pump is not working and I have purchased a new one that is currently working with the same exact timer, does the company have a warranty? Or how does that work?
  We will like the pursue this further.
  
  ******* 
  
  On Sep 19, 2023, at 4:20 PM, *** ***** ******* <********************> wrote:
  
  
  Good Afternoon,
  
     I have attached the order sheets for the following items:
  
  SQS1152R (Dairo Motor)
  Diffuser: C1-200pa (Please see Dairo 1, Page 2, First Item)
  Seal Plate: C203-194P  (Please See Dairo Seal Plate)
  screws for diffuser: u30542ss (2) (Please See Dairo Diffuser Screws, Page 1, Second Item)
  Please note, all of these were ordered items. Thank you
  
  - **
  
  On Tue, Sep 19, 2023 at 2:52 PM *** ***** ******* <********************> wrote:
  I will get right on this for you. Thank you
  
  On Tue, Sep 19, 2023 at 10:38 AM ** *** <***************> wrote:
  **,
  Can you please send us the proof of purchase showing the company it was purchased from, including the pump, impeller and all other parts that were billed for .
  
  Thanks again
  ******* 
  
  *** 
  
  On Sep 18, 2023, at 5:16 PM, *** ***** ******* <********************> wrote:
  
  
  *******,
  
     We do not have contracts with our customers. Per the signed quote, "contracts" can be voided by either our company or the client. Unfortunately, we are no longer servicing your pool. Based on your Google review and your discrepancy in our professional services, we will no longer contact you about the "issue". We have proof of the purchase of your brand-new motor. Thank you.
  
  - **
  
  On Sun, Sep 17, 2023 at 8:54 AM ** *** <***************> wrote:
  Hello **,
  
  When will you guys be here to treat our pool according to the contract ?
  Also we left a message for someone to call about the spa pump and also emailed, no reply yet .
  
  ******* *****
  
  On Jul 27, 2023, at 6:36 PM, *** ***** ******* <********************> wrote:
  
  
  ****,
  
     The timer is for the spa. Please ensure the timer is for a 2-speed pump. I see T106M is optimal. Thank you.
  
  - **
  
  On Thu, Jul 27, 2023 at 6:08 PM <***************> wrote:
  Hey **
  
  We were wondering if this timer is for the pool or spa. My wife ordered it with your input.
  
  Thanks
  
  ****
  
  
  
  Sent from my iPhone
  
  
  --
  614 Pools
  ###-###-####
  4177 Lyman Drive
  Hilliard, OH   43026
  
  
  --
  614 Pools
  ###-###-####
  4177 Lyman Drive
  Hilliard, OH   43026
  
  
  --
  614 Pools
  ###-###-####
  4177 Lyman Drive
  Hilliard, OH   43026
  
  
  --
  614 Pools
  ###-###-####
  4177 Lyman Drive
  Hilliard, OH   43026
  <Dairo Motor.pdf>
  <Dairo Diffuser Screws.pdf>
  <Dairo Seal Plate.pdf>
  <Dairo 1.pdf>
  
  
  --
  614 Pools
  ###-###-####
  4177 Lyman Drive
  Hilliard, OH   43026
  
  
  --
  614 Pools
  ###-###-####
  4177 Lyman Drive
  Hilliard, OH   43026
  
  *** ****** ***************************** **** ** ** **** **** ** ****
  
  
  --
  *** ****** ******* ********** **** *** ******* ******* **** ************ *******
  
  
  

  Customer response

  10/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20718407
  
  I am rejecting this response because: 

  I called the business several times before writing a review to resolve the issue amicably. I informed the receptionist that I would like the owner or representative of the company to call me because I did not want to go to BBB or write a bad review. I really gave them a long rope. They only replied my emails after I wrote the review. The owner never called after I spoke to receptionist and she told me she thought the technicians would have called me by the time I called 3 times. This is my first ever complaint about a company . I had no choice as they were evading me . I am still patiently waiting for them to give me a response and a reply from the manufacturer. I believe a brand new pump should be on warranty . Can they please give me the response from when they sent it to the manufacturer?

  
  Regards,
  
  ******* *****

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We contracted 614 pools to open our pool. We followed the pre-opening instructions provided and had the cover bag and ladder laying out for them. They arrived on the scheduled day but just entered the yard without notification. They removed the cover and left it laying in a pile - not placing it in the bag and storing it. They claim to have tried the pump and motor and say it failed. They claim they couldn’t install the ladder because of missing base covers and concerns it would damage liner. The base covers were in the shed if they had looked or asked. They didn’t add any chemicals or skim or vacuum the pool. According to our cameras they were here roughly 17mins. They didn’t communicate with the homeowners any of these concerns, despite both of us being home. They simply left- nothing finished- everything left out a mess. One day later we are billed the full amount and receive an estimate for additional work. They quoted us $1800 for a pump (the pump retail value is $997), an additional $545 for a motor (the motor is included in the pump- so $2345 for a part that retails for 1,000 or less). They quoted us $100 per hour per man and a $65 service fee. We want no further service. We offered to pay them the $165 since their employees were here 17 mins (on camera) - so a rounded up 1 hour total labor- and the $65 service fee- and asked for a refund of $215 (since literally all they did was remove a cover- literally nothing from our contracted agreement was provided). They refused. We filed a chargeback with the credit Card for failure to render services. We are willing to send a check for the very reasonable $165 fee. They are now threatening us with lawyers and small claims court. Instead of just disputing the chargeback if they felt they had a case. This is an unreliable, unreasonable, and unethical company and we want them to stop harassing and bullying us and threatening legal action for their own poor service and ridiculous quote.

  Business response

  05/16/2023

  Most of this is false information and we will use this in a libel complaint against him as soon as this is made public on this site or any others he and his wife likely plan to post on in their quest for free service.

  *** was given the option to repair the pump himself or hire us but because that doesn’t involve getting free service, he wanted to make a written libel complaint instead which just cost him a court appearance next month.

  We’ve opened a case with our lawyer regarding the unpaid amount and cannot discuss this open legal matter further. We will share this libelous statement today and begin preparation for filing the 2nd complaint against him.

  if ***s statements are made public we will file a libel complaint regarding these provable false statements and things will be in the tens of thousands for legal fees and damages. He was given the option to pay $210 for our time and he got greedy and wanted a full refund because the pool cover wasn’t folded like his blankets, little does he know covers are to be stored in bags but when the mice destroy his cover this summer and he buys a new one next year, he’ll find out. *** clearly hasn’t had experience owning a pool and unfortunately going to spend thousands arguing versus having the pool fixed. I feel bad that *** doesn’t know what he’s getting into, but our lawyer will be in contact with him very soon and the tens of thousands we will be seeking for libelous damage.

  *** disputed the charge with his credit card company already so this complaint is an intentional libelous action as he’s already received a credit from his card for the amount paid and his bank hasn’t made a final decision. To be clear *** clearly has spent $0 out of pocket at the time this complaint was submitted. We’ve added the dispute fee and incurred a $550 charge for our lawyer to submit evidence and dispute the chargeback. This $550 fee will be added to our collections amount being filed. Again *** could have just paid for our time for $215 but now he’s up to $1000+ due and based on him and his wife’s action so far, they are going to rack up thousands more before the court hearing. If he thought a new motor was expensive, he’s really going to be hurting if he keeps posting online and this reaches trial. 
  

   

  Customer response

  05/17/2023

  We filed this complaint to prevent libelous legal action. We are offering to pay the stated amount on his invoice for the service fee of $165. He’s trying to nickel and dime us because his reputation is horrendous. We should have researched his business prior to booking them, but now we have heard from several people in our neighborhood that they also didn’t receive services as promised and they were also “upsold” and overcharged for products and services. 
  
  We are happy to pay his stated fees - we will not pay for services not rendered, especially when he and his team failed to communicate directly with us in any manner. 
  
  We haven’t asked for any information to be made public. We are trying to settle this in a civilized manner. I have no idea why he is mentioning my wife. He has only had contact with me. I find it worrisome how he is speaking about her. 
  
  Quite honestly, if he won’t accept the $165 we have now offered thrice, we will gladly see him in court and show all of these threatening emails to a judge. At no time have we asked for free services. We are more than willing to pay- and willing to pay the ridiculous amount of $100 per hour (his 2 man team was there barely half an hour). Round that to 30 per standard labor billing- total of 1 hour labor) and the $65 service charge. The only service provided was taking off the cover and an attempt at starting the pump. They also possibly cleared the pump drain basket but it was not mentioned. $165 is a MORE than sufficient fee- per his own provided prices. 

  What they should have done was for one NOT charge us the $380 when they were not able to complete the service. They should have then promptly communicated (not several hours later) with us as to why services couldn't not be completed and offered us some reasonable options. The only option they offered us was to pay an additional ~$2000 for a new pump and installation when we were already out $380 an no work had been done with little other recourse. 
  
  We decided not to have any further contracts with a company that took off a cover- making our pool more dirty and unsanitary, did NOT properly store the cover in the bag provided (odd how he mentions that- and no- mice will not eat our cover because I placed it in the bag myself the next day- since his team did not and did not return). Honestly, we would have been better off if they never even took off the cover or had replaced it when they couldn't get the pump to work.
  
  We were shocked when we saw the credit card charge as we assumed they just decided to leave without servicing the pool since no one rang the bell or notified us that they were on our premises. We then got an email later that night finally explaining why they left and we tried to speak with them civilly but were met with an inflated estimate for repair or we could pay $215 to be done with them, which added up to the $165 we calculated above and then they rounded up 3 minutes (according to their estimate) of their time here being worth 30 minutes at $100 = $50 (with no real work done). They wanted $50 for 3 minutes! $215 and the only work done is something that will create more work and problems for us. We had no other recourse but to seek a chargeback. 
  
  When we provided the photographic evidence the credit card sided with us- now he’s hurling threats and insults at claiming thousands of dollars in “damages.” 
  
  Quite honestly- I have no way of knowing his team didn’t damage my pump. It was working fine and was properly winterized by a reputable pool company. Sadly our past technician died last year, and in desperation we reached out to 614 Pools. We should have known that the service was lacking since they were one of a few places that even had availability this Spring. 
  
  If he doesn’t want a check for $165 we will happily see him in court. We’re upstanding citizens and business owners who have NEVER had legal action against us nor have we ever filed legal action against anyone. So we shall see who’s reputation and actions withstand scrutiny. 
  
  We leave it completely up to the BBB whether they want to make the complaint public. We would ask that the screenshots of both of his threatening emails where he gets personal and so nasty be attached to the complaint IF it is made public- so that the community can see what sort of rude, belligerent, and litigious person they are dealing with. 
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a service under a contract of opening my pool this spring. I used this company last summer to maintain my pool and try was a few issues but I figured we had the issues which chemicals figured out and they knew my pool enough to have the right quailified technicians to open it . I have a filter that has to have DE added to irked they never added it at the beginning of service as I asked them to do . I contacted them many times the second visit they said they did . The contact included basic chemicals that were never added to maintain chlorine levels and get phosphates infer control so need less to say at the end of 4 visits my pool was not chemically balanced and I paid an additional 300 dollars on chemicals . At the last visit they offered additional visit . I email back stating I should not be responsible for an additional visit but will pay for chemicals . Before settled on an arrangement someone serviced the pool and charged my card . I never agreed for my card to be automatically charged this year .. yes for last summer I have reached out to the company numerous time to try to get partially reimbursed for the opening service and for the unauthorized visit and no one will respond. 759 dollars for 4 visits lasting under 1 hour is a rip off and poor costumer service . I’ve tried to be a good client

  Business response

  06/07/2022

  We provided the services subsscribed. Most clients don’t understand how much chemicals costs now, we added hundred of dollars in chemicals, as included in the package.  The pool came a long way and if it was closed for the season with proper chemicals and cleaned, it wouldn’t be this difficult to open in spring.

  how it started: ******************************************************************************

  ******************************************************************************
  

  how it is now h*****************************************************************************

  we open hundred of pools and to assume this wasn’t done properly is a sign of not understanding how pools work. We actually added more chemicals than we normally do. Any complaint about labor ignored the fact our crews had 2 people on site and chemicals make up the majority of the cost.

  I would recommend having your pool closed properly this winter to avoid your pool being in such bad shape to start the spring. Best of luck,

  Customer response

  07/09/2022

  This does not settle my complaint .
  The company did not do what was expected for $755.00 and them another charge for $138.00.
  The pool was not swimmable or clear .
  I communicated my concerns before all visits.
  Adding the right material at the beginning of the opening process would have helped “DE” I instructed the tech that it was in the garage they would have had to trip on it to turn on the breaker .
  It took 3 visits before it was added properly .
  For 614 pools to say it wasn’t closed properly is wrong .
  It was closed with all chemicals balanced and covered .
  I think they need to have ppl that know how to run DE filters and well water .
  I had issues last year with there cleaning package they sent new ppl out and they don’t know how to read notes from previous techs .
  My pool can’t not use powder schock .
  Numberios times my pool would be cloudy for 4 days and even on my daughter birthday no one could swim.
  The service was not completed as was said and explained to me
  4 visits because everyone’s pool is different .
  
  After their service was completed and new service was done the pool was left at 40% ready .
  I spent hundreds of dollars after their service to finish the process you can’t tell me that is normal.
  I’ve never had such an issue opening the pool in the last 6 years !
  I would like a refund .
  
  Thank you
  ****** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩