We had heard good things about Bud's Pools and tried contacting them to arrange for the installation of a Radiant pool. Unfortunately, that's as far as we got and we are definitely not happy with the service that we have received during the last two weeks.
After confirming during our very first phone call with them that we were in their service area (about 30 mins from their store), we proceeded to get a verbal estimate over the phone for the pool plus installation. We were informed that the next step would be to have someone come out to the house to inspect the property and give us a formal written quote.
The installer was unable to provide us with a date when they would come out to the house but promised to call us back. Almost a dozen unreturned calls later, we were finally able to reach the installer again only to be told that the owner had decided that it wouldn't be worth his time/money to come out to our house.
While I can certainly understand his position (even if I don't necessarily agree that 30 mins is "too far" for this type of service), I don't appreciate the run-around that we received over the last two weeks.
Had we been told during our first call (when we specifically asked) that it was too far, that would have been perfectly fine. Likewise, there were several opportunities during the last two weeks (when we were on the phone with them or if they had returned one of our messages) where they could have mentioned this information.
Unfortunately, they chose to ignore our messages and not return our calls and were seemingly try to hide from us instead of just calling back to tell us that they weren't interested in our business. It almost seems like a fluke that I was able to finally reach the installer today only to be told about their decision.
Definitely not a good customer service experience and I'm almost glad that we'll be going with a different installer as I can only imagine what their post-sales support would be like given how poorly we were treated before giving them any money.
- Approximate cost of services:
- $15,000.00
- Company Response
Unfortunately due to the time of the year and staff holidays, the owner was not available to assist you. Upon his return, our sales representative was informed that your location is beyond our service area. I apologise if this caused you any inconvenience.