• Report: #1120620

Complaint Review: Clearwater Chemical Company Inc

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  • Submitted: Mon, February 03, 2014
  • Updated: Mon, February 03, 2014

  • Reported By: Scott Sommers — Chino Hills California
Clearwater Chemical Company Inc
205 E Arrow Highway P.O. Box 308 San Dimas, California USA

Clearwater Chemical Company Inc Deceptive billing practices, Bullying, Name calling San Dimas California

*UPDATE Employee: Response to Complaint

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Deceptive billing practices, awful quality!

I hired Clearwater Chemical for pool cleaning services.  After thier first service I quickly learned that they were not providing a service I (or I think anyone) would want.  They only put chemicals in the pool, they do not clean anything.  The pool was a brown and filthy.  Service was immediately stopped.  

Clearwater demanded to be paid for a month of service even though they provided service once. I spoke to the office manager, who yelled at me, called my wife names, hung up on me, and sent me to collections.  I will be fghting these bullying tactics in small claims court.  In the mean time, I want to make other unexpecting people a heads up.

I was more than willing to pay the prorated fee (18.75) for one visit compared to the $65 they demanded.  However, they demanded the full month.  I have only seen one service and it stunk.   

This report was posted on Ripoff Report on 02/03/2014 04:59 PM and is a permanent record located here: http://www.ripoffreport.com/r/Clearwater-Chemical-Company-Inc/San-Dimas-California-91773-0308/Clearwater-Chemical-Company-Inc-Deceptive-billing-practices-Bullying-Name-calling-San-D-1120620. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Response to Complaint

AUTHOR: Clearwater Chemical - ()

There was no misunderstanding or miscommunication with Scott Sommers. The first time any communication took place with Mr. Sommers was after service had been stopped. All of Clearwater's communication was with Mrs. Sommers. Yes, apparently Mrs. Sommers did misunderstand the service explained to her a minimum of 5 times, both verbally and in writing.

A written copy of the Service Agreement, along with a Welcome Letter, detailing the services order by Mrs. Sommers, being provided by Clearwater and the difference between Temporary and Year-round Service Rates was provided to the customer at the time of the first service call made by our Manager. Mrs. Sommers had every opportunity to contact our offices after the first service call was made by our manager on September 30, 2013 with any questions or concerns. Neither she nor Mr. Sommers took advantage of this opportunity.

It was not until after the 2nd service call provided on Oct. 7, 2013 that Clearwater received a call from Mrs. Sommers. She was complaining that she thought that she was supposed to receive both chemical service and cleaning service for her pool. She had ordered a discounted year-round weekly chemical service which she was informed does not include any cleaning three times by phone and twice in writing. Mrs. Sommers also ordered a VIP Service which "Skims floating debris from water surface, empties debris from all baskets/leaf traps and brushes dirt/debris off of steps and love seats onto the pool floor where the customer's automatic pool sweep can vacuum it up. Mrs. Sommers was offered additional services to satisfy her requests, complaints and resolve the misunderstanding on her part. She refused all and ordered that all services be stopped immediately.

Temporary Service rates (summer only) are higher than year-round rates and a 4-month minimum service charge period is required. In an effort to accommodate Mrs. Sommers, Clearwater waived the minimum service period charge requirement. Mrs. Sommers was charged 4-weeks Chemical Service at the discounted rate of $55.00 and an additional $10.00 for the VIP Service provided on 9/30/13 and 10/7/13 at $5.00 each. The reason for the minimum charge of $55.00 made was to cover the additional 1-hour labor provided during the first service call by our Manager.

The first communication with Scott Sommers was after he received his closing statement. He mailed a complaint letter along with pictures that he claimed were taken immediately after our service technician left the property. He stated that "the water was anything but clear" and that the pool was filthy. Mr. Sommers sent and has posted pictures that show that the water was crystal clear and it can "clearly" be seen that there is some debris on the floor of the pool which was the job of his automatic pool sweep to vacuum up. Mr. Sommers does not mention that the pool surface is mottled due to age of the plaster and has a heavy calcium build-up due to an extremely high Total Hardness level of over 1000+ppm. (A pool should be drained when harness levels reach 500ppm according in industry standards.) Clearwater had been hired to keep the water treated and balanced with chemicals and to brush dirt onto floor of pool where the pool sweep would automatically vacuum it up. Clearwater did exactly what we were hired to do.

Clearwater has responded to Mr. Sommers complaints numerous times now, by letter, by phone and through two responses to his complaint filed with the Better Business Bureau. Since Clearwater has reasonably attempted to resolve this issue, the Better Business Bureau has seen fit to maintain an "A" rating for Clearwater Chemical Co. This has upset Mr. Sommers further, as he is not getting what he wants. So now, Mr. Sommers has found another format to make his unfounded complaints on.

The bottom line here iat there is no way to satisfy some customers and Mr. Sommers will continue to find avenues to voice his unfounded complaints. 

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