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Lorrison Pools & Spas Inc complaints

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100 Great Teays Blvd
Scott Depot, WV 25560-8912 | Get Directions

(304) 201-7665

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Total Amount in Dispute:
$465.00

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 Lorrison Pools & Spas Inc 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 Lorrison Pools & Spas Inc

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10/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $465.31 Amount Settled: $0.00

Customer Complaint

9/27/2024

I call the first week in Aug. because the above ground pool was green. They said bring in a sample of water to test. I did and they said all I needed was a half bag of PH and shock the sold me these. The pool remained green and I called again and the came out and said I needed a new filter and sand they installed it and left 3 day Labor Day it was leaking from a pipe and they came back on Tuesday and fixed the pipe. The pool was still green and I called after a week and the told me to bring a sample in again. They never fixed the pool and want money for repair. This is wrong. It is still green and unusable. Resolution Sought Just fix the pool now cover it for the winter, it is getting late to do anything. I am 80 years old, they were rude and I walk with a Cain it is difficult to keep taking water samples to them. I thought I was paying them to fix the pool. All they did was come out put a part on and it did not improve, then start all over again, it never cleared up one iota from paying $465 repair bill. I am slick of being taken advantage of because I am an old person.

Company Response

10/9/2024

Shirley Laughry called our store on August 3, 2024, to request our service crew come out to her home to diagnose why her pool water was green. She could not tell us about any information on the pool, including whether she had a cartridge or sand filter. This is information any pool owner should know. She stated that she does not take care of the pool herself and that her neighbors do it for her. The only information she provided was that the water was green. Prior to this, she had been in our store only one time to test her water. The water analysis does not tell if something is wrong with the filter so, based on those results, all we could see was that she needed to add pH minus and shock. The water test is also not a "one test, fix all" type of test. Additionally, other than the pH minus and shock we recommended her to buy, she does not buy her balance chemicals from us so we do not know what type of chemicals were put into the pool prior. Our service crew went to her home on August 29, and learned the sand needed changing in her sand filter and that there was a broken lateral that also needed replacing. They changed her sand in the sand filter and replaced the broken lateral assembly. On September 3, Shirley called our store and informed us of the leak, and we immediately sent someone out to fix it the same day. Shirley was charged for 3 bags of sand, the lateral assembly, and the service fee to send the service crew out. Since then, Shirley has called our store repeatedly saying she is not going to pay her bill. We have tried explaining to her that the reason her pool was green to begin with was because she needed a new lateral assembly, new sand, and needed to manually clean/vacuum out her pool, and that the chemicals would not be efficient until those prerequisites were achieved first. I apologize for the language that will be used, but during one of the calls, Shirley began cursing at one of our employees and called him a "stupid asshole." She did come in on October 4 and paid her bill, then further told the employees that they are "useless and only want to take my money since I'm old." Yet, she proceeded to buy a winter chemical kit before leaving and demanded a cash discount for the chemicals, which we gave her. We have been extremely patient with Shirley amongst the insults and have tried helping her understand that pool water chemistry involves the filtration system just as much as it does the chemicals. She has dismissed any help our employees have tried providing her.

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