A-1 Pools Complaint - Horrible Customer Service by Owner

Review by rachel21784 on 2007-07-02
REISTERSTOWN, MARYLAND -- My husband contacted Leo, the owner of A-1 Pools & Spas on, June 25, 2007 to make an appointment for A-1 Pools & Spas to come out to our home and open our pool. Leo mailed my husband a contract stating that someone from A-1 Pools & Spas would arrive at our home to open our pool Friday, June 29, 2007 at 9:00 am. The contract required a signature and payment in full for services yet to be rendered. My husband signed the contract and mailed it back to Leo along with a check for 450$ (which arrived and was cashed by A-1 Pools & Spas Friday, June 29, 2007) to open, as well as close our pool at the end of the summer. My husband took the morning off from work to wait at our house for representatives of A-1 Pools & Spas to arrive. As of 10:15 am, no one had shown up at our home. My husband called A-1 Pools & Spas, no one answered. My husband left a message for Leo to please call him asap to let him know if they still planned to come out to our home and open our pool this day. As of 11:30am, no one had returned my husbands phone call. He called again. No one answered, my husband left another message asking for someone to please return his call as soon as possible. An hour later, no one had returned my husband's phone call. My husband then emailed A-1 Pools & Spas and asked for someone to please call him as soon as possible. In the meantime, my husband logged on to his on-line checking account and realized that his check for 450$ had in fact been cashed.

Sunday morning at approximately 10:30am, over 2 days after our missed appointment, Leo returned my husband's many messages. I answered the phone, Leo identified himself as the owner of A-1 Pools & Spas. He said that he was aware that no one made it to our home Friday, June, 29, 2007 at 9:00 am and that someone would be out first thing Monday morning to open our pool. I asked Leo what happened on Friday, he told me that our appointment had just “slipped through the cracks”. I asked him what he meant by that. He offered no clearer explanation. I asked him if he would be willing to compensate us in some way for the inconvenience he caused by my husband missing work, my husband's 4 phone calls and 1 email not being returned and our pool not being opened for the weekend. Leo's response to me was a flat & annoyed “No!” I said, “excuse me?” Then I proceeded to explain to Leo that my husband had to take time off from work to wait for a representative from A-1 Pools & Spas, who never showed up, nor called to cancel or postpone. I told Leo that that behavior was very unprofessional. I asked Leo how our appointment could've just “slipped through the cracks” when he had in-fact cashed our check that very same day with a note written in the memo section of the check that said “opening & closing pool”? Leo then very rudely told me that my husband and I didn't deserve any type of compensation. He told me again that our appointment had just “slipped through the cracks” & that he could either come out first thing Monday morning, or he could return our check. I told Leo I couldn't believe he was speaking so rudely to me, nor could I believe that he was not willing to compensate us in any way for the inconvenience he caused us. Leo told me that that is not how business is done. I told Leo that he was a horrible business man and that he could return our check and that my husband & I will never be using his services and we will do our best to discourage anyone else from using him either. Leo then told me that he is not a horrible business man, but that he just has horrible clients. Leo told me that he would probably have to end up “firing” me as a client anyway because I was so difficult. I could not believe this man was speaking to me this way. I asked Leo to return our check immediately and I got off the phone with him.

Leo called back 10 minutes later. My husband had just come into the room & I had explained to him what had happened. My husband answered the phone this time and put Leo on speaker phone. Leo said he was calling back to let us know that our check had not cleared yet and that he would not be able to send our check back until the end of this week. My husband then asked Leo to explain to him directly what had happened Friday, June 29th. Leo again was rude and demeaning in speaking to my husband. We told Leo that we planned to contact the Better Business Bureau to report him. Leo said “Go ahead! They can't touch me!” We really hope that is not the case. We want our money back.
Comments:6 Replies - Latest reply on 2007-07-02
Posted by rhondam718732 on 2007-07-02:
STOP saying they will return your check. If it was chased (as you say it was) he can't give you the check back. He can merely refund you a different way. And yes, it is an inconvenience your husband took off to mnake the appt but #1 that happens with utlitiy companies ALL the time as well as delivery companies, etc. 99% never discount. #2 it was your call to take the time off. Why not get someone to do it on a Saturday or when you're home, etc. Waiting until the end of June to open pool then taking off to do it was your choice not the pool company's.
Posted by Skye on 2007-07-02:
It's already so hot in June. Why did you wait so long to open your pool??

Just asking, not judging.
Posted by Anonymous on 2007-07-02:
am I missing something here?Open the pool?
I just used to walk out to the backyard and go into the pool.
Is it a community pool?

Posted by Anonymous on 2007-07-02:
Maybe because they are in Reisterstown, MD ?
Posted by Sail27 on 2007-07-02:
Reisterstown?? Isn't that where the Burger Meister Meister Burger lives??

OK - it's late in the day & I'm a bit loopy!
Posted by Anonymous on 2007-07-02:


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