Report: #1042581

Complaint Review: We Fix Ugly Pools

  • Submitted: Thu, April 11, 2013
  • Updated: Tue, April 23, 2013
  • Reported By: Jeremy — Peoria Arizona
  • We Fix Ugly Pools
    2509 N 7th St
    Phoenix, Arizona
    United States of America

We Fix Ugly Pools Overcharge Phoenix, Arizona

*REBUTTAL Owner of company: We Apologize

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For recent repairs done on my pool, I had We Fix Ugly Pools do the work.  I was charged a $95 service/labor fee for them to come out and see what was to be done and then an additional $677.79 for the parts and repair completion.  The total should have been $772.79, but they charged my credit card $799.69.

A simple math miscalculation I can understand, but adding $26.90 to a bill is a very random miscalculation and seems to be either an intentional overcharge or a mistake by someone who has no business working in the billing/accounting department.

I can also understand a type, but going from 772.79 to 799.69 is also a large stretch to explain as a typo regardless of what keypad or keyboard you may be using.  

I filed a dispute with my credit card company already and they are taking care of fixing the problem with We Fix Ugly Pools, but I want to put this out there as a warning.  If you are using, have used, or plan to use this company, be sure to check your invoice receipt with the actual charges that post to your card after the job.

Personally I will be looking for a new pool repair company to work with in the future.
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This report was posted on Ripoff Report on 04/11/2013 04:34 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

We Apologize

AUTHOR: UglyPoolGuy - ()

I am saddened when to hear anything negative about our company and even more so when we have a customer that we have had since late 2009 and have provided consistent and on-going service with since this time. We would not jeopardize our relationship with any customer, much less one that we have built a relationship with for $26.90. 

Our primary administrative staff was, unfortunately, unavailable to Mr. Divers when he called due to a trademark infringement lawsuit that we were all required to attend to in Florida. However, we did our best to contact the homeowner within an hour and half to two hours following his originally call. In hindsight, this report was filed an hour and twenty minutes after the original call to the office and left us little time to resolve the matter prior to this report being placed.

Originally, the homeowner was quoted $836.77 and the final billing was for less than that. Due to the transition that we are making to newer software, the technicians are still required to hand write a receipt at the job site and then enter in their information for billing manually.  The technician did not change all the specific line items when entering his final invoice and it was submitted with this minor error.  It was an honest to goodness human error and when brought to our attention was immediately corrected.  The refund was issued to the homeowner's discover card within 24 hours. 

We pride ourselves on the several thousand service calls we do each year, the several thousand pool construction and renovation projects we are involved with, and the multiple relationships that we have nurtured for over a decade,  and know that we will not be able to please all the people all the time, but it hurts to know that a long standing and positive relationship can be damaged by a simple error.
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