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Kirk's Pool & Hearth complaints

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1419 Calhoun Road
Greenwood, SC 29649 | Get Directions

(864) 223-3398

http://www.http:kirks-pool.com...

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Total Amount in Dispute:
$5,000.00

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 Kirk's Pool & Hearth closed in last 3 years.

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

1 complaints against Kirk's Pool & Hearth

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8/10/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $5,000.00 Amount Settled: $0.00

Customer Complaint

6/30/2022

Put in a new pool liner did not replace wood like they were suppose to. Did not put back all jets that were in pool!! Liner is pushing out in several places because lack of what was suppose to have been done prior. Call them several times and always an excuse and have yet to show. Now losing water out of pool from ???? As of today received a call wanting to refund money and take my liner out!! Resolution Sought Go out of business!!!

Company Response

7/29/2022

We were not actually contracted to do any work for the complainant, Ms. Simms. Her mother, Ms. Larson contracted us to do a liner change at her daughter's address. Ms. Larson came to our store to make a deposit on said liner change and that liner change ONLY, not mentioning the condition of the walls. After Ms. Larson made the deposit, we measured and ordered the liner and again, never discussed the condition of the pool and/or fixing/addressing the Plywood walls. The style pool that is at Ms. Simms' house is a quite dated Fox pool. Unfortunately, there is not a way to replace the sections of the Plywood walls that are showing signs of aging without completely cutting out the concrete and totally replacing the Plywood with steel walls. The final payment was even made by Ms. Larson at the time the liner change was completed. We were not contracted to replace the walls. It was not until after the job was completed that these issues were even brought up by Ms. Larson. It was only then that we discussed the fix, replacing the pool completely, and the associated cost with the work.

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