I thought by dealing with this company – which charges premium pricing – that I’d receive superior service and efficient scheduling. But this was simply the WORST experience with a pool company at the highest cost I've ever paid.
Here’s my experience if you care to read it:
I paid for an opening deemed "deluxe", with a checklist of things that were part of the service. I clearly and deliberately went over each item with the girl who answered the phone, the same girl who assured me my pool would be ready in time for my party.
- Suction off the water on top of the cover
- Bag leaves from top of pool cover & ceck, take away (not done)
- brush the algae line pool (not done)
- 15 minute vacuum
- brush deck
-start the equipment (except the heater for some reason)
Nothing unusual, for $315 plus tax.
At no time did anyone tell me that they would spend "X" amount of time towards finishing the job, then go away If so, would it not have been fair at least to tell me? AND ITS NOT that they spent any more time than the previous company did. No in fact, they were overscheduled and in addition to showing up 2 days after they were scheduled to (and I’d taken time off to be there) left, leaving much undone to get to the next call. They did assure me the pool would be ready for my party.
Apparently my cover had a hole in it and this cascaded into a situation where my pool party will not happen. Several other things happened that caused me to be concerned. I noticed the pool had filled beyond the light alcove, but that the light was still at the bottom of the pool, not installed. In calling the office to report this to the girl (should I worry or no?), this got translated to the techs that I needed a new lightbulb.
They came back a day before my party to add more bleach, do the 15 minute vacuum and install the pool light. A girl came by shortly thereafter to check the pool chemical balance. I wonder what they were expecting to see after dumping a bunch of bleach into the pool? I questioned the girl about the scum line on the pool and the basically unfinished job. Not only did they miss the date but they did not brush the pool of algae nor did they remove the leaves. (see Photo). All I get is excuses from this company "oh the algae is embedded into the cement" (no, I demonstrated that it brushed off, quite easily), and "oh well you've got leaves coming down after he scooped the top" (no, the guy just left 10 minutes ago, he didn't do it). Oh, this was a bad season for algae, everybody is having a problem (no, our next door neighbour doesn't have this problem). When are they coming to bag the leaves? “Oh, he has no bags” or “Oh he has no room in the truck to take them”. (both excuses I received).
I’m wondering how good a job they did of closing our pool last year, given the problems they experienced this opening. OH, and though this company closed the pool last year, the guy who came by was trying to open up a skimmer that was permanently shut down - good thing my husband saw this. Don’t they have service notes???
I gave the company tons of notice, and I do mean over 2 weeks, but they failed to make the promised date, came 2 days later jeopardizing the time available to finish the job and have basically left 30% of the promised work undone. I am going back to my smaller company, the one that delivers the service they promise.
OH, and to add insult to injury…..
A fellow called PETER called to tell me that they had already spent more time than they normally would, and as my side benefit they would not charge me the extra he felt they were due for this. He said this about 3 times. Hard to believe given I am staring at an algae filled, scum line unbrushed, dirty pool…still filling with water, no machinery going, a pile of leaves languishing on the walkway.
I am astounded by how poorly this whole thing was managed. If you use this company – GOOD LUCK!