My pool liner lock, holding liner in place was falling off all the time, installed by somebody else 3 years ago. Because of that, I had to keep pushing it back all the time, even over winter. Over winter, I couldn't place pool cover, as I was afraid that liner will fall down and I will not even see that happening. I decided to find some reputable company on home stars and to give them job of replacing liner lock. As I was aware that replacing liner lock is small job, I decided to ask for pool closing as well, so that liner lock replacement together with pool closing makes financial sense for company I engage. I am opening and closing my pool myself for last 16 years, but in order to replace well liner lock, I decided to pay some good company for both. I contacted Poolmaster as I read good reviews on home stars. I was quoted $450 just for pool closing which sounded pricey compared to what some of my friends are paying, but I decided to go with that. I was very surprised what I was asked to provide visa card number at that time, as they would not come if they don't have visa card number. That was quite strange to ask for card number prior to any work being done, and as precondition for an appointment. However, trusting they are reputable company, I provided number and we booked an appointment. Also, I was asked to send photos of liner lock, which I did, so that they know what I have in advance. On appointment day and time nobody showed-up. Nobody even called to say they will not show up. I called and talked with somebody completely unaware of my appointment. They told me they will call back just to see internally what is happening. Nobody called back so I called again. Then they promised they will come to close pool and to replace liner lock some other day. They did come an that day very late and started closing pool, but they started pushing existing liner lock in place. I explained to the crew that I want liner lock replaced and asked why are they pushing existing liner lock back as it will fall out. They said they were not aware that they had to replace it. They called the boss and told me that they will close the pool, cover it and will come back with liner lock. I even gave them sample of another liner lock that does not work, in order not to bring that one. Nothing happened. Nobody called, nobody came. Few days ago I received an e-mail with invoice attached for roughly $500. On scanned invoice is written that liner lock is required, and they ignored that and blindly charged my visa as I gave them number upfront. I replied back and asked for explanation regarding liner lock job that is not done and if and when they are planning to do that. No replies and nothing happened. Now I am stuck with same liner lock that is falling and I don't know what is happening under the cover which they placed. I payed $500 for pool closing that I usually do myself and I have the same problem as I started. In addition to that, I have to take pool cover off in order to see what is going on, as if liner fell down I have much bigger problem at hand. This company got used to get easy money, picking only customers willing to provide visa number upfront, not caring nor trying to understand what customer really needs, and then charge them for what they can and are willing to do. I never came across such level of ignorance, as it appears, demanding marketplace lets them behave that way.
- Company Response
Review is unfair and exaggerated.
On initial contact customer was quoted $450 + HST for complete pool winterizing (Basic rate for Zone 2).
Customer indicated he required 2' - 3' of liner to be re-tucked into the existing track. I indicated we normally charge $195/hour + HST ( Inc materials ). But since it was such a small area we would include in winterizing visit.
When we arrived to close the pool with liner lock in hand. Customer was not satisfied with liner lock material and asked if we were able to source out similar material as to what he had but with a larger wedge to prevent liner from coming out of track. He had indicated previous issues with liner coming out of track year after year.
Customer was verbally instructed by crew this was only material in stock and anything else would need to be special ordered, if he did want to replace liner lock he would have to replace entire perimeter approx 100’ at $195/hour.
Existing liner was tucked in few spots on two visits with existing material on site.
** Nothing was charged except winterizing. **
We heard nothing from customer until we charged his credit card in the beginning of December… 3 almost 4 weeks after our initial visit.
We replied both by email and phone upon his inquiry by email Dec 6 2015 in regards to liner lock concerns.
They have ignored both our efforts by email and phone.
We sent our crew yesterday December 9th 2015 to remove cover and try and rectify his concerns but were sent away and instructed our services were no longer required.