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| - I used to buy all my supplies from B&L so was pretty confident in their service when I called to have someone come to the house to service our sand filter. It took about 10 days for someone (Jonathon) to call me after I left my request at the store. Jonathon was very nice and came to the house as scheduled. I was never home and didn't meet him in person but he stayed in touch with me during the estimate process. He quoted me for a few parts and labor, and I confirmed with him the total was "around $220 - and that is for everything?" He said yes and I agreed to the repairs.
Jonathon then left me a message that while fixing the original problem he found a "small issue with your backwash piston" which is obsolete but "I was able to get it working" and he said nothing about replacing it or the additional cost.
When I found my bill a few days later, he had charged an additional $100 without approval. I called the billing office several times and after a couple weeks of not hearing back I called again. I then played phone tag with Rick (Rich?) who was extremely hostile from the moment we made contact. He said I had to pay the bill and basically accused me of avoiding his calls - although I'm the one who initiated the calls. He said they did nothing wrong and "it's working, isn't it?" and "we can just give you your old piece back and remove the new one." I told him that wasn't the right answer, and I was calling because the bill didn't itemize the prices. Jonathon had originally told me about 4 needed parts, and 4 parts were listed. I was trying to understand why the prices were different and not listed. Rick said they never itemize the bills.
He was so extremely rude throughout the entire conversation. When I finally tired of being belittled, and told him I would pay the bill but never shop with him again he said "Leslie's is more expensive." I told him that wasn't really the issue now, and to understand that he had lost a customer for life over maybe offering a small (10-15%) discount on the bill to make amends. Since then, I've shopped at Leslie's, on Amazon and will go to a new independent store near the house.
Our pool is 45,000 gallons and uses a lot of chemicals, it needs to be resurfaced, the filter is older and Rick has lost some serious business for his company - all because he would not be reasonable and discount a bill by $30.
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