New Braunfels Pool Company

"As the owners of New Braunfels Pool Company my wife and I would like to take the time to clear up any confusion regarding the review from [members name]. 1. Both myself (Keith Hargrove) and my wife Amanda co-own New Braunfels Pool Company. We are a local family run business and so we both handle the day to day operations including the billing and answering the phone. 2. It is standard policy for us to keep a credit card on file for customers who request auto billing as an provided convince. [Members Name] provided us a credit card to keep on file for auto billing. She did call in from time to time to provide a different card to charge for that specific month instead of the one on file. It is our policy to only store authorized numbers and to immediately delete the number from our system if a customer calls and cancels auto bill. 3. [Members Name] did not call in or mail another form of payment so her card on file was auto billed for the monthly service that we provide as part of our normal standard practices. 4. We submitted the refund on the same day [members name] called and notified she wanted to use another form of payment. She was informed that it takes several days for the refund to be posted especially when a weekend is involved. We offered to issue a credit for any overdraft charges and bounced check fees on her bill once documentation was provided. At this time no documentation has been provided for said reimbursement nor has the bill for service been paid. 5. Over the next few days [members name] repeatedly called demanding a refund. Each time my wife or myself spoke to her we reiterated that the refund was submitted and we just had to wait for her bank to process the refund. I even confirmed with our credit card processing company that everything was done on our end and that nothing else could be done to expedite it. 6. Once [members name] began to threaten to call the police and accusing us of fraud and theft we had to stop serving her pool and stop all contact for liability issues. While we understand [members name] frustration with the situation we have no control over how long it takes for her bank to process refunds. We did everything we possibly could to resolve the situation. 7. We are unsure why this matter escalated to the point it has and at NO TIME have myself, my wife, or any of our employees threatened [members name] or have done anything that would cause her any reason to not feel safe in her home. Nor do we even have any reason to threaten her. We are very perplexed as to why she would have stated that and would like to kindly ask that [members name] remove that statement from her review. My wife and I have worked very hard to build this family business and to provide an honest and reliable pool service and it is a shame that one review like this can ruin our name. I can assure you that this situation was handled professionally and all money was refunded in a prompt and acceptable time frame. I have apologized repeatedly for any misunderstanding that might have taken place and did everything I could to correct the problem. We value each and every customer and do everything we can to go over and above what is asked. We do not take charging or storing credit cards lightly and only myself and my wife have access to customer information and use numerous safety measures and protocols to ensure only authorized cards are billed and numbers are kept safe. Mistakes do happen and how companies handle them says a lot about who they are and what they stand for. I can assure you that this is NOT how we at New Braunfels Pool Company handle things and would like to apologize for this having to be displayed on such a public forum. We value all feedback and reviews and are grateful that Angle’s List provides us the opportunity to clarify this misunderstanding and respond to this review. –Keith and Amanda Hargrove"

"Thanks [member name removed]!!! I am glad you were happy with our service. Call us anytime!!! Keith"