Pool Agency

I am just going to share our story in it's entirety of our experience with Pool Agency. Take from it what you will, I am not accusing them of negligence I will let the story speak for itself as a source of information to you.

We are new pool owners, moved to a home with an existing pool. I reviewed companies to come and service our pool and chose to go with Pool Agency. Upon their first visit, not only does the cover to our in-ground cleaning system fall apart and need to be replaced, but the salt water system goes two days later. Granted - these were in what I would call bad shape and needed to be taken care of at some point soon, but just odd it all happened at the same time. The technician was great, very knowledgeable and friendly. The pool service guy however, is a different story. We asked him to check the salt water system to make sure it was producing accurately now that it was replaced. His first excuse, "my equipment is broken". This wasn't part of our weekly contract and we would have gladly paid the extra to have this service done once or twice to ease our minds and make sure the equipment is working as it should. The third week, still nothing - plus in between week 2 and 3 - the tech didn't empty the skimmer bucket (we found a rather LARGE spider in there - maybe he was scared?). The second week in between - we had removed the chlorine tablet float since the salt water system was fixed and we had measured the levels ourselves and took samples to a local merchant for verification that we had enough chlorine running through the system .....on service day I found 7 chlorine tablets in the skimmer blocking any way for debris to filter into the skimmer. PLUS he turned on our system during peak hours - I'm sure to flush the chlorine tablets through the pool. That we overlooked but did not overlook the stuffed basket. We contacted the service via a detailed email about the issues asking that we NOT have that tech perform our weekly service any longer. It's an entire week later and not once have we heard from the company. We got our statement online with the SAME tech performing todays service even after we asked for a different tech or some explanation. Also, let me add in here that, the statements are to include a detail of the chemical readings from the pool - they don't. When I asked why, the response was something to the effect of - our system isn't set up to include these yet. !!! They have been in business for years, promise this as part of their service and yet don't provide it.

Here is the email my husband sent to them - maybe this will help you in your decision on whether or not to use this company:

First some background information:

My wife and I purchased the home in early August 2015 and wanted a service company for the pool while we transitioned into our new home and did some research on salt pools. We’ve not owed a salt pool before, but each of us has taken care of regular chlorine pools in the past. Shortly after moving into the home, we discovered the salt generator was not working, and asked the Pool Agency for a quote to fix, after which we discovered that our home warranty would replace the system for basically free. The new salt generator was replaced September 8th, just after the Labor Day weekend.

Just a couple of weeks ago in mid-September, Tyler N[redacted] stopped by the house early in the morning (about 7:30) and I introduced myself and asked him to check the salt water in the pool and see if the generator needed adjusting since it was replaced. His reply was, “they” still have the salt system as not working and my salt tester is broken, I hope to have a new one next week”. I replied that the generator was now working (it was obvious that the system was changed, the piping is all different), and that he check the salt levels and adjust the generator the following week. I also asked if he could fix an O-ring on the filter that was leaking a little water. He said he would write up a work order to have the O-ring fixed, which it was a week later.

Fast forward to today:

______ stopped by again and added 7 tablets to the skimmer (blocking the collection of any leaves/debris) while the floater was sitting on the patio counter. While I’m not that concerned about adding the tablets (I assume the chlorine levels were low), but I have to ask why were tablets added when the generator should now be working and that I had asked at least two weeks ago that the salt levels and generator be checked? Is his salt tester still broken after several weeks? Does he not report back to the company that the generator is fixed and doesn’t remember that fact the following week for service? This also comes from a tech who claims the pool was serviced when the skimmer was loaded with leaves just two hours later. Is there something else going on behind the scenes that we as the homeowner and client do not know about? By the way, I also had the water checked after his visit this morning, using our home kit. According to that test, the chlorine and PH is very high and would not need any tablets. While I’m willing to concede that there may be something inaccurate with our home kit, it still does not answer why tablets were added instead of checking the salt levels and adjusting generator as requested at least two weeks ago. Second, if the new salt generator is not working, I need to know!

I expect in any service relationship to be notified (not have to log on to a website that only provides before and after pictures) if any part of the pool system is not working, especially when I specifically ask that the salt levels and generator be checked. I need to know if it’s working and not have to presume that no news is good news. Unfortunately, we’ve lost confidence in _______ as our Tech, it might be directly related or might just be circumstances beyond his control, but we need to find out if someone else can service our property.

What I need to know from you is, can we request a different Tech, and what are the salt levels in our pool and is the salt generator working!

Please reply by calling me at ____

No call, no email, no visit has yet been attempted. In their defense they did respond to me within 3 business days of my last complaint about the leaves in the pool. Since that issue however (which was 3 weeks ago), I have heard nothing from them.

At this point, we are just done with this company. I shouldn't have to babysit an established/knowledgeable company that is capable but unwilling to do their job.

Nick was a professional, know bad and informative tech. Thanks!

The Pool Agency is unprofessional and inconsiderate. They do not care for their customers at all. There were a few nice and competent technicians but many of them were rude and lazy. Often they would show up, do a few things like put chlorine tablets in and leave without doing everything that our service agreement called for like cleaning the floor and walls of the pool, vacuuming, etc… They also violate city codes. My pool never looks right and has turned green under their care. This company is unethical.

Review: I am submitting this complaint in reference to the mentioned company's work that was performed. And I am requesting a refund. Not only did they not remove the spots from my pool. It looks the same whenever they started. And I have photos to prove it. I understand that I signed a contract. And that was because I was informed by the by this company that my pool would come out looking better. And yes they advised to me that all the staining would not come out. Which I do not have a problem with. My problem is that none of the staining came out it looks the same. I contacted the company to request for someone to come back to my property to look at the acid wash that was conducted concerning my pool. And the office manager just basically stated that I signed a contract and there is nothing that they can do. I very we'll understand the contract, but you stated the pool would look better. And it does not. I have contacted several other pool services company's and they have looked at my pool and stated that I need to have my pool drained and cleaned. They recommend an acid wash be performed. And I never mentioned that I just had this completed. I guest you can see why I am requesting a refund for my monies or this company can try this again with a person that knows what they are doing. I appreciate your concern into this matter.Desired Settlement: Either do the work again or refund me my monies and I will take my business to another vendor.

Business

Response:

Mr. [redacted],

I am sorry to hear your acid wash did not yield positive results. Unfortunately, acid washes aren't always beneficial and there is no way to tell whether an acid wash will be successful without doing the acid wash. When pool interior surfaces get stained, an acid wash or full resurface are the only two reasonable solutions to remove the stains. Full resurfaces are expensive so people will typically opt to have an acid wash performed instead. However, acid washes don't always work and it largely depends on the age of the interior surface, the surface material, previous chemical care the pool has received and how long the stains have been present. Most acid washes will get some staining removed but some will yield no stain removal and a small percentage will even look worse afterwards. Because of this inherent and unavoidable risk, we have clearly written contracts that all customers must sign before we perform the acid wash. Here is the relevant portion of the contract in this case:

"Pool Agency cannot guarantee stain removal as all surfaces are different and the

level of staining is different. Many acid washes will turn out very well but there is always a possibility of little change or even further damage. There is an extremely high acid wash success rate with pool surfaces that were installed in the last 5 years and cared for properly with good chemical balance. Plaster that is over 5 years old runs a higher risk of damage during this process and surfaces over 8 years old almost definitely need to be resurfaced and will almost definitely be damaged by an acid wash. Customer understands that there are no guarantees of stain removal or lack of damage in an acid wash regardless of pool surface age. Customer holds Pool Agency harmless and releases Pool Agency from all liability regarding acid wash results or damage."

We have incurred all of the chemical and labor expenses to have the pool drained and the acid wash performed and have fulfilled our end of the agreement. We are not able to provide you a full refund because you were clearly informed by this contract of the risks and we can clearly prove the work was performed via pictures and [redacted] records that were emailed to you by our office manager. Despite all of this, I will still be happy to offer you a couple of options that will hopefully help the situation from your perspective.

Option 1: I will offer you $150.00 refund which is just over 50% of the total you paid as long as you consider this matter closed permanently.

Option 2: we will perform a "no drain acid wash" on your pool to attempt to get the stains out a second time in a slightly different way. A no drain acid wash typically costs the same or more as a regular acid wash and runs all of the identical risks that are outlined in the previous contract you signed regarding acid washes. In this case, we will do the no drain acid wash at no additional charge as long as you consider this matter permanently closed no matter what results it yields. We will have to lower the PH level in your pool and return the next day to brush it and check the chemical balance again. Once the process is completed, we would raise the PH level in your pool to safe and ideal conditions. The pool equipment cannot run during the no drain acid wash process and no one can swim in the pool.

Please let me know which option you would prefer or if you need any further clarification. Thank you sir.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I refusing the offer because when

I wanted this company to return to my property to look at what was going on with my pool they basically stated they did not care and referred to there contract agreement. And they never mentioned that the acid wash could be completed without draining the pool. I would like a refund or I might consider them trying this service again . I paid these people for this service even though it was poorly done. And just asked for someone to come and look at the work. If they would not have disregarded my request I do not believe we would be having this conversation. I appreciate your concern into this matter