POOLBIDS.COM - DESERT TROPICS POOLS Ripoff, What a Joke! Phoenix Arizona

As the owner of Desert Tropics Pools, I would first like to apologize for any inconvenience that this missed appointment might have caused the individual making this complaint.

Missing appointments without notice, is not something that occurs with our company. However this appointment was missed and it is important to understand how this happened.

The reason the appointment was missed is because the appointment had not been communicated to our company by the outside company that did schedule it.

Several years ago we contracted with an outside company to provide our sales department with qualified pool leads. This company would also pre-schedule the appointments and then notify our sales office of the appointment ahead of time so that we could followup with the customers directly. The appointment in question had apparently been scheduled by the outside company for the same time as a previously scheduled appointment that we had received from them earlier in the week. The second lead however had never been communicated to us prior to the scheduled appointment time.

While our sales person was meeting with the customer of the conflicting (original) appointment, he did receive a voice message from this person, but because of the indignant message left on his voice mail he did not return the call. The salesman could as easily have been in an accident or been affected by some other factor beyond his control, yet it was assumed by the person leaving the berating message that they were purposely disregarded, which was simply not the case. We are in the business of selling pools, and would never intentionally miss an appointment. The salesman did not feel a return call would have resolved this issue (judging from the tone of voice mail) so he never called back personally, and simply contacted the outside company who scheduled the appointment, notified them of the issue and left this for them to resolve.

Since that time we no longer use this outside company and all of our appointments are scheduled personally by our sales people. This we find to be a much more reliable way to book appointments.

Again we apologize for the inconvenience as this is not the way that Desert Tropics Pools conducts business. We are a very respected builder in our industry, who prides themselves on excellent customer service, as our unblemished record with both the State Registrar of Contractors and the Better Business Bureau reflects. We have never had so much as a single complaint filed for any reason with either organization since the company was founded almost 9 years ago. And we are a company that continues to generate the majority of our new business from referrals from satisfied customers.

I would appreciate that this complaint be cleared from your system, but most importantly wanted to make sure that the facts are known.

Best regards,
Doug Slater

Susan deserves a big apology from from all of us here at PoolBids.Com. Our system of booking appointments with good pool builders failed to uncover a human error and we wasted this customers time. The builder, Desert Tropics, was not at fault.

Although it was not apparent in this case, we actually work very hard to avoid this type of mistake because we realize how much frustration there is in getting responsible contractors to just show up. Fortunately, we do a good job at this hundreds of times each month and our overall customer satisfaction level is extremely high.

We have made adjustments in our system to prevent this from happening again. I have communicated with Susan and she graciously accepted our apology.

Thanks for the opportunity to respond.

Don Uhle, President
PoolBids.Com