Complaints

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company in June of 2023 for Full Service pool cleaning with fees of $200 per month. That includes chemicals as well as scooping leaves and debris from pool as well as vacuuming and brushing. Service was provided regularly during the summer months but as Fall approached and leaves started falling (my pool gets a lot of leaves from mature trees). the pool guy did not perform full service work. No scooping of leaves, and sloppy unfinished vacuuming. I have had previous pool companies that have no issue with my pool. On several occasions (approximately 6) no one came to service my pool. I am home most days. My kitchen window overlooks the pool. I look at it daily to see if it has been serviced. It’s very obvious when no one cleans it. I’ve been a pool owner for over 30 years. My credit card is set up to autopay this company at the beginning of each month. The pool guy (Austin) was notified when no service was done and he said the missed services would be credited to our account or credited to future services. A future repair was to happen as we had a pool leak. We were told the leak was coming from cracks in our pool walls and the repair would cost $700. They did the repair and my pool is still losing water. We informed them it was still losing water and were told that they would come back out. No one ever did. Apparently leak detection never really happened. Today I reached out to the owner of the company as to all of these happenings as to which he replied, “there is no way that we didn’t service your pool”. How does he know that? He doesn’t service my pool. Two of his employees did. Or used to. We asked that they stop autopay as they are not servicing our pool. We were last charged $200 at the beginning of the month but so far have had no services. Only excuses about freeze days. We had two. Theres been plenty of time to come out.

  Business response

  03/05/2024

  We have been servicing their pool for a few months. We started having problems with keeping their pool nice because of low water level, they were losing water and the pumps would run dry, and the pool would be green the next week. They started to get stubborn algae and black algae so we drained and cleaned the pool for $700. During that time we confirmed there were a couple cracks in their pool that we filled to stop the leak that was there. After pool was filled up we went more often than just our scheduled visit dates, we’re having a hard time getting them to run their pool. Then a few months after the drain and clean he called me saying we should give him a credit. I was talking to him and trying to be reasonable like ok maybe a week or 2 credit, but he starts making claims that we haven’t been there a total of 6 times since October! She said she couldn’t see us from her window.. that doesn’t mean we did not go. We also have the same guy go to the same pools each week, their other pools on route got serviced just fine. This was the only customer with a problem That is not correct and he is trying to take advantage of me. I have been in business for more than 10 years and have a very good track record. This customer is unreasonable. Wouldn’t do what he needed to do to keep his pool nice, then wouldn’t cooperate and wanted everything for free, then threatened to sue me…

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  This response is unfortunately filled with lies. I originally hired this pool company to do a “ one time “ clean of my pool which had been neglected due to health reasons. They originally did a great job on that so we hired them for regular full pool service which was to include chemicals, brushing and netting debris from the pool. The pool did have cracks at that time however there were no signs of leaking. As the fall months approached and leaves started falling, there was occasional service happening. The owner was not the guy servicing the pool. His employee, Austin was. I know my pool is a pain to clean in the fall and winter when the leaves fall. Thats why I hired someone to do it for me. I have NEVER had any issues keeping my pool clean and blue myself or with any other previous pool company. When we saw the water level getting low daily we reached out to have it looked at. We were told the leaks were coming from the cracks and thats when the pool was drained to do the crack repairs. The pool is still losing water. What’s interesting is that I am not in the pool cleaning business but I am maintaining my pool just fine now without their service. The great reviews this guy has appear to be from people he has left reviews for. Have a look for yourself. The majority of the people that have left reviews for him….he has left reviews for. The fact is that his guy slacked off and didn’t come and clean my pool. Thats why it turned green. Unfortunately it seems to be a common thing with pool cleaning services. I don’t believe he was tracking his employee. If the employee says he was there, he was clearly lying. I do deserve a refund from this lackluster company with employees who can’t do their job when theres too much work to do. 
  
  Regards,

  Sid *****
  
  
   

  
  

  Business response

  03/18/2024

  I have responded, this customer is unreasonable. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩