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| - I have such mixed feelings about this company. I engaged their services for a full pool renovation (replastering, new tiles, coping and deck work) along with subsequent pool service. They did a stellar job on the renovation of my old pool, transforming what was the bane of our property's existence into something we now love. In particular, I have to commend their paver guys who took my uneven floating deck and performed such stellar work making a seamless transition between the deck and the coping, something we didn't think was possible. However, on the service side, I have never encountered such poor communication and disregard from a contractor in my over 10 years career as an engineering project manager! In fact, I signed up for a Yelp account simply to share this awful experience.
My pool water is treated by a DE filter, something which Greg was well aware of when I engaged his services. I received a quote for services and the agreement (albeit verbal) that they would undertake regular service and maintenance as soon as the pool renovation was completed. We were diligent in following their instructions for post renovation care which mandated brushing at least 3 times per day for 10 days. 7 days or so into the brushing I contacted him to let him know that there was still sediment on the bottom of the pool and blowback through the return lines when the pump restarted. The exchange that ensued over the next 10 days speak to his neglect, incompetence with DE filters and general disregard for a well-cared for pool.
Him: "Your filters are bad"
Me: "OK. So what do I do then since I can't run pump"
Him: "You really need new filter tank. That is old plus DE is leaking back into pool and you really need to get that dust out of there"
I was incredulous. First of all, that he made that diagnosis without even looking coming on site, but more importantly, that as my pool service company he acted so nonchalant and dismissive of my concerns.
As someone trained and with practice as a water treatment engineer, I offered a more likely and less expensive cause for why my filter could be blowing back DE.
Me: "Could it be because the DE is loaded now with plaster dust and this is simply sediment breakthrough? After one week of filtering sediment-filled water 24 hours per day, isn't it more likely that the filters need cleaning?"
Him: "Did your last pool guy do anything right? I still hate DE filters.."
Me : "It was DE when you agreed to service it. Nothing's changed. Filter was cleaned in April and ran without incident until today"
Chuck, his partner (a thoughtful and conscientious guy), came by and cleaned the filter the next day and all was well for a day or two when we returned to the same problem. Of course, I contacted Greg again, because after all he was the person who renovated the pool and more critically, I had engaged his services to maintain the pool.
Greg's response (also via text): "You need a new filter tank. DE grids are either old or have small tear in them somewhere and it's not filtering out the dust. DE is more for commercial pool".
That was it. No offer to come on site for a proper investigation prior to suggesting how we should schedule a replacement or together deal with the issue. I promptly called another company to perform a service check and they came on site and diagnosed a small fracture in my manifold and replaced it for less than 1/10 th what it would have cost to replace entire filter. In less than a day my pool was crystal clear and has remained so over the past week since the fix was done.
Needless to say I wrote Greg to cancel my 'service', at which point, he advised me that , "We never started service there. We sold off the service route in that area before we finished your reno. I thought Chuck (partner) had told you that".
I was floored! So for 17 days AFTER RENO I was under the impression that he was my service company and even while responding (erroneously) to my concerns, he never informed me otherwise. It is likely that this company does a good job with cartridge filters but Greg's responses to my concern about my filter shows a near-complete lack of proficiency with DE filters and an absolute disregard for service and professionalism.
Where is the 0 star option?
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