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| - I've used them for just over a year now on recommendation of the realtor who sold me my house and also uses them. Off and on I have questioned the level of service and knowledge of their techs and repair people but it's now unbearable. Recently I noticed a need for repairs or part replacement almost every time they come (weekly), on a pool that's only 5 years old. Very suspicious. They don't make the repairs in a timely manner once noting you need them however, because you have to play phone tag with them (more about that later) and afterwards customer service can't tell you if the work has been done because no one reports back to them (or to you) that they've done the work. Apparently their accounting system is very much up to date however, when nothing else is, so I have to call them to find out if the work has been performed. The bill shows up in the snail mail within 3 days of the repair which is much faster than it takes them to actually speak to you in person or to get out to fix the pool.
The techs-I had one tech steal a tablet dispenser from me until I busted him on it by calling the office and outright accusing him. It mysteriously showed up the next time he made a visit. My new tech reported their "free" salt chlorinator was not working so they called me and asked if the repairman could come out that very day. I agreed. Chlorinator still not working and no one in the office seems to have any record of the repairman being here (since it's their system they don't charge me and therefore they have no records). The manager came out to check things out because I complained about lack of communication, that I don't trust the techs and bitched about the lack of records as to whether the chlorinator was fixed (it was currently still powered off) and threatened to fire them. That same morning the manager was coming to check the "situation", the tech walked by my BR window at 6:32am and returned past my BR at 6:34am--apparently he was all done. In those 2 minutes he managed to get to the other side of the house, turn on the pump, check the balance, empty the skimmer, empty the filter basket and brush all sides of the pool (it's 32x18 in size), pack up and leave. Fast worker, apparently. When I told the "manager" this, his response was "well, he wasn't adding chemicals this time". If that amount of time spent on my pool is ok with the manager....therein lies the problem. So he called from my backyard because I demanded some feedback from him and he had to sheepishly explain my phosphates were high and that if you look in the center of my pool, you could see I was out of balance & in danger of developing algae. Funny the so called maintenance tech got a good reading 3 hours earlier. As the mgr stood over my system while on the phone with me I had to tell him that the chlorinator wasn't on.....he didn't manage to notice it. Really? It's your system and you didn't think to notice it, considering you we're reporting to me that the phosphates are high and you needed to add chlorine? Wouldn't you think he would have looked at it, at least? And why in God's name didn't he know the most recent issue was the chlorinator? When he turned it on he said the repairman must have been out to fix it because it worked when he turned it on. Well.....it was off again 5 hrs later when I returned home. I questioned why he didn't know why he was at my house and he said customer service only writes up a sheet for him and whatever they put on it is all the information he has. Supposedly he was just checking up on the tech. I pay them every month for weekly visits to "maintain" my pool, not let it get an algae bloom in it. Total idiots.
As for customer service (clearly a misnomer) at the office....they NEVER answer their phone. Their MO is to let it go to voice mail and call you back.....usually when you are in a meeting, on a plane, out of the country.....you get my point. Unless you happen to be free when they return your call hrs or days later you don't get live help. So you play phone tag all week and end up leaving a voice mail, then they call you back and leave a voice mail answering your questions or concerns in their message. This way they never really have to speak to a customer and give them service.
I just went to my local pool supply to purchase my own salt system and will spend another $24/month over what poolman charges for maintenance, but it's worth every penny for the peace of mind I'll have that real pool experts are maintaining my pool.
You definitely get what you pay for. Lesson learned.
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