COMPLAINT: Wayne Walker, Valrico, Fla.

"I hired Boss Pump & Well to check my pool pump motor. When I dropped it off, they said they should be able to return it by the end of the day or the next morning.

"The next day at noon, they said they hadn't looked at it yet. The day after that, they said it was OK, but suggested new bearings. They said they could possibly do the work the next day.

"Since they weren't timely, I decided not to have the work done. However, they still charged me a $35 bench fee."

DESIRED RESOLUTION "I don't feel the $35 bench fee is reasonable. I would like a $35 refund or store credit."

RESPONSE: Barbara Tabor, president, Boss Pump & Well

"Our $35 bench charge is stated on the counter and several places on the wall. We usually take the bench charge upfront, but didn't in his case.

"We were experiencing a hard freeze in Florida, and our techs were taking care of people who did not have water in their homes. This takes priority over pool pump motors.

"We told him the motor needed bearings, but couldn't promise the work would be done the next day, due to the weather. He decided not to have the work done, at which time he was asked to pay the bench charge.

"He was not happy and stated we had not done anything to the motor. I told him that it was checked out, needed bearings, and that our charge was $35 plus tax. He then became frustrated and left."

STATUS: Stalemate