Edited to add: Yes, 8 visits but only 1 where the work promised was performed. The tech was not cleaning the cartridges and replacing them. He was not brushing the walls/floors as he was intended. Then there is the way that he somehow took our CYA levels from 0 (from your own testing) to 80. You, as the employer, should be taking this up with your employee for not representing your company as intended. The amicable resolution is that I requested your company not return.
Frustrated. We were wary of trying another pool company but after an extended illness over the holidays, our pool had turned green and needed a good cleaning that I just didn't have the time nor energy to do. We met with the owner and shared our prior experiences with companies that didn't communicate, didn't show up as promised and kept trying to upsell services that weren't needed. Owner looks at it - it's dirty but not unfixable. Water levels are great - no need to drain it (Yay!) and there were no chemicals in it at all. We felt like we were in good hands with all the reviews online and paid a deposit for them to begin the process.
Day 1: Tech shows up to start the process. He takes the filters out to clean them (we had requested that they be swapped with our spare cartridges but...) and when he reassembled it, he did not tighten the ring around the pump with a tool and then proceeded to panic that it was going to blow up. My husband took it apart, reassembled it, tightened it and it was good to go. There was no other brushing/cleaning that took place that day nor any chemicals added. The tech was insisting that our pump (4 years old) was going to blow up.
We spoke with the owner and tried again the next day.
Day 2: No cleaning the filters, minimal brushing and some chemicals. Leaves the pump at >3500rpm 24/7.
Day 3: Did not clean the filters or swap them, no brushing. Not sure what else was done but this is definitely not what we were told would happen.
The pump gets left on >3500rpm 24/7 for SIX DAYS STRAIGHT!!!! Day 6: I reach out to the owner again (I'm getting absolutely no communication from them other than me reaching out to them). The response was: 'We'll get you on today's or Tue schedule to do that. If you're home and can send a pic of pool for the color/clarity that would help too.'
Day 7: New tech comes, replaces cartridges, fixes the pump schedule back to normal, brushes it down.
Day 14: No further response, nothing from the company so I reach out AGAIN. He responds that they'll send someone out.
Day 15: Original tech is back (despite this being an issue). The pool doesn't look like it's been brushed, and now he's saying it needs a drain and rinse. Still no communication from the owner. I was really hoping for a good outcome but right now, I feel duped again.
Response from the owner:Jennifer, thank you for sharing your experience. I'm sorry we fell short of the standard we set for Pool Palooza — you came to us already burned by other companies and trusted us, and I understand why this was so frustrating.
Our records show 8 service visits over this period, and while we were working hard to get your pool right, my communication throughout was not where it needed to be. That's on me.
I'm glad we had the chance to speak this morning and come to an amicable resolution. I wish you all the best and hope your pool is back to perfect soon.