The only thing more annoying than paying for a service up front and then not getting what you paid for, is trying to deal with non-existent customer service that blows you off because they already have your money. Such is the case with an Auburn woman named Athena Bulger who is dealing with a company known as Pools by Andrews based out of Billerica.
We came across this story yesterday when we saw Athena posting pictures of Pools by Andrews contracted employees sleeping on the job. They apparently bring cardboard boxes and find a nice piece of shade to take a long mid-day nap while they are being paid by the person whose property they are supposed to be working on.
They must’ve run out of cardboard boxes because this poor guy had to use the truck:
The Bulger’s are not getting this pool at their Auburn home for themselves though. It’s primarily for their daughter, who is wheelchair bound and has cerebral palsy. According to Athena,
“Aquatic therapy is huge for her and helps her a lot. We researched and met with different companies because ur basic pool with a liner wouldn’t work for her. Andrews was well aware of our situation and met our daughter. They even designed something with a ramp for her but we needed to keep the cost down so we stuck with the design that made the most sense financially and physically for her.”
See, that’s what makes this so shitty. A bunch of jagoffs who were blessed with the ability to walk are taking naps while a girl who needs this pool for therapy is being denied access to it, despite the fact that her family has already paid for the services.
I’ve seen some people toss out the “Maybe they were just on break” suggestion. First of all, it doesn’t matter if they’re on break. You’re representing a company, you don’t sleep on someone else’s property. It’s a terrible, terrible look. Imagine walking into a hospital and seeing a nurse sleeping next to a patient, and then saying, “maybe she’s on break.” It wouldn’t happen, because it’s unprofessional.
You’re paying these people to do a job. Their job is to work until that task is completed. If they need a break, that’s fine. Sit down with your lunch pail and read Turtleboy on your phone. Naps are for four year old children, not grown ass men.
Regardless, they pretty much didn’t work all day and Athena documented it. But since we’re a balanced publication we wanted to give Pools by Andrew a chance to explain themselves. So we emailed Ernie the project manager to see what he had to say:
My name is Jay and I write for a blog called Turtleboysports.com. We’ve received word from an angry customer who is not satisfied with the service that your company has provided and we are reaching out to hear your side of the story.
According to the customer they are trying to get a wheelchair accessible pool for their special needs daughter. They are dissatisfied with their service and have provided multiple pictures of your employees taking naps on cardboard maps after already being paid for a full day’s work. The customer says she reached out to you and you didn’t think it was a big deal, nor did you apologize for your workers unprofessional behavior. She told me that yesterday they were supposed to show up to fill in a massive whole that they dug and to finish off the retaining wall, but not only did they not show up, they didn’t even call.
She claims that she was quoted that the project would take 6-8 weeks and that work began on May 5. She also claims the contract (which she has provided to us) was supposed to start last fall and did not.
Clearly if what she is saying is true we will be writing about this, as it’s deplorable customer service. However, we wanted to hear your side of the story before pushing forward. If we don’t hear from you we will assume that what she is saying is true and write the article with the information that has been provided.
In the least surprising news of the century, Ernie hasn’t emailed us back yet.
On Monday the Bulger’s couldn’t believe the lack of progress so they shot this video, which is time stamped at 9:59 AM, showing the hole that was supposed to be filled, and the retaining wall that was supposed to have been completed on that day:
The employees began their naps at 12:30, and ended them at 2:25. The pictures she posted on Facebook confirm this and are time stamped. She shot this video immediately afterwards, showing the fact that NOTHING was completed on this day:
Yet they paid Pools by Andrews $75,000. For nothing. While their poor daughter is denied access to something that will help her with her therapy. It takes a real class act to do that to a kid.
Anyway, Pools by Andrews obviously pays a company to do the work for them, so they’ll probably try to pawn this off as someone else’s fault. But make no mistake about it – this one is on them. When you own a business it is your responsibility to hire a company that will do the job your customers paid for. Because it is YOUR company’s reputation on the line. It’s not the customer’s problem that you contracted some dipshit gypsies to build a retaining wall.
Pools by Andrews needs to make this right. Their Facebook page hasn’t been updated since 2012. But their website has no problem listing all of the positive reviews they’ve received in their testimonials section. Instead of bragging about all the customers you’ve pleased, how about you do something to rectify this situation instead? Turtleboy is always watching. Get your shit together Pools by Andrews.