ComplaintsforRadiant Pool and Spa

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10Nov23 - Inquired about a new pool liner at ******* location. Was told I had to pay $209.14 just to hold a schedule spot for next summer for July 10th, 2024. I asked for a receipt to be emailed to me, but it never was sent to my account. Early May 2024 - I went to store to inquire about when they were going to prep for the job, order the pool liner, go over costs, measure the pool. I was told I was NOT scheduled at all, but go ahead & pick out a liner. I wondered then why I paid just for a scheduling slot to be on the calendar in 2024?? I told the person at the store, I had no receipt for the scheduling cost. No idea of project costs. There were no estimates given to me. I was told to pick a liner. So, I left a voicemail on the kind I would like, but that took another 3 weeks to confirm by phone & I was mixed up another another customer with same last name. I also received a call at some point that they cannot do a new liner when I thought I paid for a slot for on July 10th (but it was never written down until later) because we are behind, and it should be done sometime late July 2024. No idea when yet. I received a call on June 29th...they could not make their appointment on Monday July 2th to measure the pool for liner sizing. I did not even know I had an appointment at all. I did not receive any texts, voicemails, or emails that I had an appointment just before the July 4th Holiday. So, they asked if they could come on Saturday the next day on the 29th at around 2pm. I said ok. But heard nothing back after that. They did came here, but failed to communicate it. They trespassed thru a gated backyard & took pictures. I did not receive any calls/texts/emails. I went in-person 2July requesting $$ back because at this point, due to extremely poor business practices. I was told they took pictures when I wasn't home. That it was a measure fee, not a schedule & I cannot get the money back. Owner recorded phone calls without permission as well.

  Business response

  07/15/2024

  First, the location of business that this complaint is posted on is not the location of business that the customer was working with, so the complaint was made incorrectly. 
  

  You will see on the receipt that it clearly states the customer paid for a liner measurement fee, when the customer is claiming they do not know what they paid for. By paying for the service to measure the liner, it is giving us permission to go to the address the customer provides and do the service that we were paid to do. 

  You will also see attached the calendar date that was held for the customer for the liner replacement job, which now reflects as cancelled. The complaint states there was not a date saved for that part of the job, but the image will show that there was. The measurement of the liner needed to happen before the replacement of the liner could happen as all liners are custom ordered. Names have been blocked to protect my other customers. 

  The customer states that we did call to schedule and reschedule their liner measurement, which shows they were aware we were coming to their property to do said job. Our technician also tried to knock on the door multiple times when he arrived and there was no answer. We then proceeded to complete the job we were asked and paid to do. The customer mentions the owner recording a conversation. The owner of the business does not work in any of the store locations and has not had a conversation with this customer, so this comment is inaccurate and off base. We do have cameras in our store locations, like most businesses. 

  In conclusion, we were paid to do one job, measure the pool liner (as stated on the receipt) and that is the job that we completed. We were asked by the customer to come to their pool, we did not invite ourselves there. We can release the measurements to the customer that they paid for but we did complete the job we were paid for. 

  Business response

  08/20/2024

  I am willing to offer a refund in the amount of $180. The difference from the original charge to this refund is $15 to cover the processing fee of the original sale and the refund process. We can send the refund through a bill pay service which will allow us to present a tracking number.

  Customer response

  08/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

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