Better Pools and Spas

"This customer call us on November 19th 2016 for locating a leak in their swimming pool. Our pool technician at that time found the pool to be leaking at bottom main-drain and at the pool equipment (pool pump). We never received payment according to our records and never heard from customer of any issues until Friday April 28th 2017 (5 month) where customer stated their pool was still leaking and we need to resolve it. We at this time informed customer of the outstanding balance and customer replied that they had paid cash for the services. After speaking with customer we honored their claim of paying in cash so without delay we applied the payment for his Leak Detection services for $300.00, We than explained that due to the time since the original service that they would be charge for another leak detection because like all other companies performing these types of services industry standard warranty period is 30 days on locations and 1 year on repairs, and because no repairs were authorized by customer and customer had choose to do their own repairs to the best of or knowledge. Customer was not happy with this response and the conversation ended. The very next day someone posted a very negative one sided comment on our Facebook Page and oddly enough that same day I get an email from this customer showing the receipt that they state our technician gave them for the service back in Nov 2016. We than tried to explain to customer that we already posted account as paid based on their word but we did add that the receipt they attached was not one of ours and was a generic receipt you would get at your local office supply stores and that our receipt have our branding/Logo on them. We again went over industry standards and how they would have to pay again due to the time between visits (5 month). This customer went on to state he didn't leave the bad review on our Facebook page and it must of been a friend of theirs but did offer to get them to retract it if we would come back and redo the leak detection and only if (how Nice of this customer) This customer has continued to use social media and now other internet outlet to try and tarnish our reputation. due to all the negative and misleading one-sided feedback from this customer we have since closed this customer service file. I hope others take the time to read this and see both side of the story before making any decisions about our company. We do everything possible to run a reputable and honest business and we feel that we were fair in the way we handle this customer complaint. If this customer would have call our office the same number he called to set the appointment with us and did so within the first 30days or even the first 60days for that matter we would have recheck his pools, but because this customer waited 5 month to contact us well that's just too long and no leak detection company would do any different than we did. We have no hard feelings and wish customer the best. Sincerely, Better Pools and Spas LLC"