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Brothers 3 Pools complaints

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4021 Hempstead Turnpike
Bethpage, NY 11714-5602 | Get Directions

(516) 735-7435

http://www.brothers3pools.net

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Total Amount in Dispute:
$8,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Brothers 3 Pools closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Brothers 3 Pools

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6/26/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $8,000.00 Amount Settled: $0.00

Customer Complaint

6/8/2022

My pool pump and filter keeps loosing pressure after 5 mins after goin to store for at least 6 times the store reps keep saying filter neex ro be clean I cleaned out the filter each time and still the same problem I really don't know what else to do please help me Resolution Sought Need new pump and filter

Company Response

6/14/2022

Company states; There is nothing defective or wrong with their filter. When a filter system keeps clogging that means that it is trying to remove debris from the pool and then it is clogging. However, in this case the filter is not being used properly. A diatomaceous Earth filter system Should Never Be Used while a pool is green. Live Algae is a Chemical Issue not a filter issue. The filter should remain off and high-quality shock and algaecide should be broadcasted around the pool with the filter off until there is no more presence of any green (live algae). Once pool is cloudy, then the filter system should be turned on to remove the dead algae. It may clog while removing the debris and then should be cleaned to start fresh while the pool is improving. Running your filer with a green pool will immediately cause the exact symptoms of what is being described by Ms. Harricharan and this is not an issue with the filter, rather than the chemicals are not properly balanced. Ms. Harricharan has only brought her water in one time to be tested for chemicals. Attached to this email is a water test that we did for Ms. Harricharan showing that the three most vital chemicals for pool clarity are all incorrect. The Alkalinity, PH, and the chlorine are all wrong. This will cause water issues that lead to clogging the filter. Also, attached (upon request) to this email is a filter guide that we give to our customers. It confirms everything why Ms. Harricharan is experiencing issues. Highlighted in green shows that this is a chemical issue, and the filter is not being used correctly. In our showroom right when you first walk in is also two signs posted for customers to see in order to try help them with this exact issue. We by no means want Ms. Harricharan to be unhappy with her pool in any items related to this purchase. We certainly would like to help her but she needs to follow the proper chemical procedures or if it's too complicated, pa for a service company to handle the maintenance. Sincerely, General Manager

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