ComplaintsforSuncatcher of Atlanta, Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has taken longer than 12 months to file a complaint because the item installed (pool heater) is seasonal and usually used 3 - 4 months per year. We contacted both the business, (Suncatcher of Atlanta) and the owner ************************* multiple times once the issue surfaced in April 2022. Here are the details:Suncatcher installed a pool heater at our home on or about March 10, 2021. Since the installation of the pool heater, we have had several occasions when it trips the circuit breaker. In April of 2022, we could no longer reset the circuit breaker. On May 18, 2022, we contacted Suncatcher to inform them of the problem. At that time ************************* provided us a referral to an electrician, ********************* with ***************** to assist us in diagnosing the issue with the pool heater. **************** informed us that it was an electrical issue caused by the pool heater not having adequate amperage and provided us with an estimate to wire the pool heater properly. He went on to advise that the continued use of the pool heater could cause damage, including electrical failure or malfunction. **** recommended that we discontinue use of the pool heater until it was wired properly. We immediately contacted ****************** to let him know of our discussions with **** and inform him of ***** diagnosis of the issue, and to advise him of the costs to repair the issues with the pool heater based on the estimate from ****************. During our last conversation with Suncatcher on or about May 20, 2022 ****************** indicated that he would speak with ********************* and get back in touch with us to discuss. Since May 20, 2022 we have called Suncatcher several times and left multiple messages, and sent a certified letter. Since receiving the estimate from ***************** we performed additional due diligence on our end, and we contacted two more licensed electricians to provide a professional assessment of the cause of the pool heater tripping the circuit breaker and estimates.

  

  Business response

  06/26/2023

  The owner spoke with the customer (*****) on Thursday & we removed the unit on Friday 6/23/23. & gave them a full refund. They are waiting for the check to clear the bank & ***** told me he would take this down. He said they did not call the office & unfortunately sent the messages to the owner's cell phone which he gets 100's daily. The registered letter was never received by me, the office manager. If I had signed for it or seen it, there would be a copy in the file folder & action would have been taken. I have been keeping notes since 2007 of the phone calls received, and there were 3 made to the office which I spoke with ***** those times. The contract was also signed with the electrical the homeowner's responsibility. We are a good company & I would not work for a place for 17 years that had to deal with issues like these. We try to treat people like we would want to be treated. After speaking with ***** at 10:45am 6/26/23 we are on good terms. 

  Customer response

  06/28/2023

   
  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.
  
  Sincerely,
  
  ******* And ***************************

*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. ↩