NEVADA POOLS INC

Nevada Pools, Inc. has been our weekly pool maintenance company since buying our home in May of 2020. They serviced the pool for the previous owner and we continued weekly service. In late November of 2020 I emailed the company letting them know we had some lights out in our pool and would like to get them replace, and to please have someone take a look. I received no response. I emailed again 12.7.20. No response. I emailed again 12.27.2020. No response. I emailed again 1.5.2021. I received a response from Kira, the controller saying she would send someone to see if they needed to be repaired or replaced. No follow up. I emailed asking what was found on 2.17.2021. No response. I emailed again on 3.28.2021 asking what was found. Kira responded 3.29.2021 saying the lights are backordered. No follow up from company. I emailed 4.8.2021 saying a few more lights are out and want to make sure they have an accurate count. No response. I emailed 11.22.21 asking about the lights and if she received my last message, saying "If you could have them take a look that would be great". No response. 4.28.2022 I receive an email saying "Great News!!! Allan has been driving around town all day trying to find lights because we were tired of waiting for the backordered ones. He did find some for you just brought them in the office. Tim said we will install as soon as possible." I was out of town, did not respond to the message. Two weeks later, someone showed up at my house, did the repair (without us knowing it was being done). 5.31.2022 I receive my monthly invoice via email. Our invoice is normally $378.00, this invoice was $5,014.38! $371.18 for "repair heater, parts and labor" $4115.20 for "Supply and Install (5) Led pool and foundation lights. I emailed 6.6.2022 saying, "When and what was done to 'repair' the heater? I also do not remember approving the light replacement, this seems extremely expensive and something I would have gotten other quotes for if I knew it would be over $4,000". Kira responded, that I have been emailing about the lights being out and wanting them fixed, so that is what they did. She also said she would find out about the heater repair and get back to me. I responded saying normally a company would quote a job out of the normal monthly service especially if the cost of the repair was going to be so high, that way I would have an opportunity to get other quotes and make a decision. The company's response was that the lights are expensive so the price they charged is fair and that if I don't like it they will schedule someone to come remove them and charge me installation and removal labor. I responded that I don't think this is reasonable at all and cancelled my monthly services. I have since been going back and forth with the Controller Kira, repeatedly asking to speak to an owner. She refuses to allow it and said she is sending my final invoices and if payment is not made in full in 30 days they will lien my property. I let her know how dissatisfied I am with her customer service and the actions of her company. Adding I still haven't received and explanation for the $371. heater repair. I said I would not pay anything until I speak with an owner, I let her know I would be filing this complaint and one with the Better Business Bureau. I clearly explained that I did not approve in writing or verbally the installation of 5 lights for $4,000.00. I have been a business owner myself for many years and the way they are handling this situation is deplorable.