I have used The Big Splash since moving into my current house 5 years ago. They renovated my pool at that time and did a good job. I have used this company to open and close my pool since that time. I completely agree with the previous reviewer when he stated that the owner does't seem to care about customer service.
They came to open my pool this year and told me that there was a problem with my pump. It displayed a message that stated "over current". They called me the next day and told me I needed to hire a electrician to determine the problem. After I spent some time googling and posting on community forums, I found out that the problem is the pump and not electrical.
I removed my pump and found the motor to be seized. My wife went to their office to see if she could have it replaced. She was told that the pump needed to be ordered and they were not sure when they could get a replacement. My son was having a birthday pool party in 10 days and we were about getting a replacement pump ASAP. She told the women working there (Sarah Romanoff) that she owuld call back if she wanted to proceed with a replacement. My nanny was with my wife as a witness.
IN the interim, I was able to source a brand new pump for $1800 and had it shipped overnight to my house. I replaced the pump myself and my pool was back up and running 2 days later.
Imagine my surprise when I received a $2600 bill 5 days later. I called the office and was told by Sarah that my wife had authorized The Big Splash to replace our broken pump. I reviewed my security cameras and saw that they came the day before and removed my new pump and replaced it with another new pump. I was quite upset. However, Sarah kept insisting that my wife had authorized the work. Unfortunately, they had our credit card on file (from our payment for opening the pool) and were able to charge it. They had no signed authorization for this purchase. I requested to speak to the manager and she refused to give me his contact information.
I subsequently called the owner of the company and he told me he would look into the issue and call me back. I told him I wanted the pump that they had removed form my house back and to take their pump back. Two days later, I still had not heard form him, so I called him back. He stated that the pump they had removed was already in the town dump. He asked me what I thought was fair and I asked him to reverse the $2600 charge. I asked him if he thought if this was fair and he responded "I don't know". I asked him what he thought a fair resolution would be and he responded" I don't know". Ultimately, he agreed to reverse the charge and leave the new pump they installed in place.
I waited for 5 days to check if the charge had been reversed. It had not. So I called the office and Sarah told me she had not been told to reverse the charge. She would look into it and call me back. At this point, I lost all faith in this company and disputed the charge with my credit card company. She called back 2 days later and told me the charge had been reversed. She then also stated in a rude fashion that she didn't understand why I disputed the charge with my credit card company. I asked her to please understand that my position. She kept saying she didnt and started screaming at me saying that I got a $2600 pool pump for free. She then hung up on me.
To review:
-They gave me wrong advice about my "electrical problem" and were unable to diagnose a problem with my pool pump
-They installed a new pump without authorization
-Charge me $2600 without authorization
-took my brand new pump that I had installed
-didn't recognize that they were removing a working pool pump
-didn't return calls as promised
-the front office was extremely rude
I have tried to support small business in the Stony Brook-Setauket area. However, this is where I draw the line. Please avoid this company at all costs! read more
