Herb's Pool Service, Inc.

Initial Business Response /* (1000, 5, 2014/11/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@herbspoolservice.com
This is in regard to case XXXXXXXX. Our customer is [redacted]. We were not aware that there was a problem with the...

account, and in reviewing it did find a billing error which we will correct and will resend the statement to the customer. We can send a copy of our service agreement, which is helpful in understanding how the monthly service is billed. Here is a timeline of our work for [redacted], [redacted]
9/23/13 Performed pool inspection for buyer at time of home purchase $250.00 (pd 9/27/13)
11/14/13 Quoted service for pool, checked pump - no charge
10/10/14 Customer asked us to start service. We advised that monthly service was $149/mo for weekly; $119 for twice monthly; pool had a lot of trees around it and so we did not recommend 2xmo until debris load was reduced. Normally we advise that there is a charge for the initial cleanup. The route secretary is not sure if that was explained.
10/10/14 Service manager [redacted] treated pool and started cleanup
10/11/14 Service manager [redacted] adjusted chemicals and cleaned filter, billed $137.86 for two trips (10/10 & 10/11) and filter cleaning
10/21/14 Pool was started on regular pool service, billed 2 trips for Oct $74.50
10/24/14 Customer [redacted] called to report the pool was green, Service manager [redacted] stopped by and replaced pump basket; billed $88.67 in error (should not have charged for chemicals)
10/29/14 Customer was billed for November service $149.00
The customer had a balance of $450.03 at the start of November. We are issuing a credit of $74.62 to apply to the billing of 10/24. That leaves a balance owing of $375.41, for the initial cleanup, 1.5 months of service, and the pump basket. Our service agreement states that there is an initial charge to get the pool in shape before starting service however if the customer did not have an understanding of that, we would be willing to remove that charge ($137.86) as well, and then bill an additional $37.25 for the initial visit.
Please let us know if there are any questions or comments. Thank you.
[redacted]
General Manager
XXX-XXX-XXXX