ComplaintsforFossil Creek Pools

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently installed new equipment not working. Aqua Link 3.0 estimated value $3000 Fossil Creek has failed to come an evaluate the problem. Problem continues with no communication or resolution. We cannot enjoy the spool just built.

  

  Business response

  08/02/2024

  I am writing in response to a complaint received by Fossil Creek Pools, via Better Business Bureau, filed July 8, 2024. In this correspondence, you express concerns regarding issues you have experienced with the equipment antenna.

   

  Here is a detailed account of the steps taken to address and resolve the connection issues:

  1. Initial Notification and Diagnosis: On Saturday, June 22, 2024, you initially notified Fossil Creek Pools (FCP) about the faulty connection errors related to the equipment antenna. In response, FCP remotely accessed the system on Monday, June 24, 2024, at 2:30 PM. After a thorough diagnosis, the system was confirmed to be functioning properly and effectively. This confirmation was communicated to us by ******************* via text exchange with ***************************, ******************, and other relevant personnel at 3:00 PM the same day.
  2. Subsequent Connection Issues: On Saturday, June 29, 2024, ******************* contacted us via text reporting recurring connection errors. FCP responded promptly, even outside of regular hours, suggesting that the issue might be related to the internet connection rather than the antenna. We advised that if the problem persisted and a warranty visit was necessary, a fee of $200 might apply if the issue was found to be internet related and not due to Manufacturing Defects. Due to this ******************* asked us to hold on sending out Warranty as the Internet Network wanted to be fully checked by you (the homeowner) prior to sending out warranty.
  3. Further Communication and Actions: On Sunday, June 30, 2024, ***** requested to proceed with a warranty visit. On Monday, July 1, 2024, at 7:30 AM, FCP promptly informed you that we would contact and schedule a warranty visit through a third-party service Pool Mart who handles all of the local areas equipment warranty calls. We also as a courtesy provided you with the direct number for Jandys technical support (the equipment manufacturer) to assist in troubleshooting the issue in the interim.
  4. Delay Due to Holiday Closure: Please be aware that Pool Mart, the warranty servicing partner, was closed for the holiday from July 3 to July 8, 2024. Consequently, there was a delay in scheduling the service.
  5. Follow-Up and Resolution: On July 8, 2024, you reached out to FCP for an update. We contacted Pool Mart on your behalf same day and were informed that they would reach out to you to arrange scheduling. Despite several attempts, Pool Mart communicated to us that they were unable to connect with you via phone. On July 10, 2024, you contacted FCP again, seeking an update. We promptly followed up with Pool Mart again on your behalf and informed you that the earliest available appointment they had available was on July 16, 2024.
  6. Final Resolution: On July 16, 2024, Pool Mart conducted the scheduled service appointment as planned and promised and did discover that the antenna was faulty and replaced it entirely at no additional cost to you as it fell inside the parameters of being a Manufacturing Defect and of no fault to any other party. The new antenna was installed and confirmed to be fully functional.

   

   

  We regret any inconvenience this situation may have caused and appreciate your patience throughout the process. Please be assured that we at Fossil Creek Pools strive to provide timely and effective service and have taken steps to ensure that your equipment is fully functional, and you are able to enjoy your pool.

   

  In addition, you may contact Fossil Creek Pools directly at ************.

   

  Regards,

  ***************************
  Owner
  Fossil Creek Pools

  Customer response

  08/04/2024

  Complaint: 21954931
  
  I am rejecting this response because: It is not completely the truth. The people that finally fixed our problem under warranty blamed the issue in inappropriate installed antenna. I do not intend to have any further discussion about this complaint. You may close the case.

  It is my opinion that FCP does not have any concept of customer service or provide appropriate service for what they sell. They place all the burden for troubleshooting and repair service on the customer. 
  
  Regards,
  
  *****************

*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. ↩