I signed a contract with Blue world Pools on a Sunday and was told Financing would call me Monday. No call Monday so I called Tuesday. Tuesday they said it's still in Financing and someone would call Wednesday. No call Wednesday so I called them. They told me my account was cancelled. I said I hadn't cancelled it so later on an Allen called me and re-entered my order and said he was carrying my folder personally to Installations and they would call me Thursday. No one called, of course, so I did. They told me my file was still in Financing and I had to wait. I advised them that Allen had carried it over to Installations and they said no. They transferred me to Financing but Financing didn't have my file. They said someone would call me Friday. No one called, once again. I was fed up so I called Friday to see what was going on. Spoke with a very nice woman named Pam who only works at BWP's twice a week. She could not locate my file anywhere. She said she wasn't surprised about this because she spends alot of time trying to straighten out contracts that get messed up during the rest of the week. I was on hold with her for an hour while she serached high and low for it. I finally asked her to cancel my order since it was MIA and I was extremely unhappy with the back-office work from BWP. She cancelled my order, and I even made it a point to verify with her that it was indeed cancelled. She said yes. I asked her about my $200.00 deposit. She said I could have it back if I sent in the front and back of my cancelled check. I did so.
I didn't hear anything for a couple weeks until Monday Allen called me asking me what I was going to do about my pool. I told him I cancelled it. He said I didn't. I told him I cancelled it with Pam in Financing, he said there isn't a Pam in Financing, she is a receptionist and has no permission to cancel a contract. I asked him if I could explain what happened and he wouldn't let me. He just kept saying "Did you read your contract". Each time I'd ask if I could explain what happened, he started yelling louder and louder "Did you read your contract", over and over again. I finally hung up as he wouldnt let me talk. Called back and was on hold for 30 minutes until I spoke to a different Pam and I told her what a jerk he was and that he was actually yelling at me. I asked her if there was another Pam that works in Financing and she said yes, two days a week, one day being Friday. She then turns around and transfers me to him. I didn't think that was right on her part, but as soon as I got to him I asked for a Supervisor. He put a Kevin on the phone who said he was actually hirer than a Supervisor. He very reluctantly let me speak about what happened. He then said "it was his turn to speak". He started saying the only person who could cancel the contract is me. I said I did and he said not in three days. I said technically it was cancelled on Wednesday leaving the original contract null and void. He said they couldn't cancel it. I said I cancelled it on Friday with Pam, the nice one, and I even verified with her it was indeed showing up in their database as cancelled. He said I misunderstood my conversation with Pam, that it wasn't cancelled. I also told him Allen had lied to me about Pam being a receptionist. I also told him Allen was yelling at me and I didn't think that was right. I also complained about the back-office work at BWP and that they should take some culpability in this situation. He said they DO NOT and that I have to pay 50% of my contract or they are going to send this to arbitration. He actually threatened my financial standings by saying "you have good credit, do you wants us to wreck it for you". This is such a poor example of customer service from any company. I promptly hung up after he made that final remark realizing I was getting no where with them.
I have a friend who had a similar experience but I unfortunately did not find this out until I made my deal with the devil...