Reviews
This profile includes reviews for Poolman Aquatics Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 22 Customer Reviews
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Review fromLiz M
Date: 08/13/2023
1 starI was very happy with Poolman until July 2023. There appears to be a problem with internal communications based on a mass email that was distributed to customers apologizing for disruptions in service. Since then, the service level has plummeted. My pool is green and has not had a service call to manage chemicals and cleaning since July 14. I have tried to reach the service technician (who was new as of 7/14/23) and his voice mail is not yet set up for messages. i've left numerous messages with the main office and also sent multiple emails. They only thing that seems to be working efficiently is Poolman's scheduled processing of invoices. I'm paying for monthly service, but not receiving monthly service. My pool is green. It will surely require work and chemicals to restore the water so it is safe to swim in. I just want to know what's going on - and whether or not this company is still in business.Review fromVikki W
Date: 08/10/2023
1 starOur pool is green...no service In over 3 weeks...no calls to explain why. Can't get through on the phone. This is the worst company. I see I'm not the only one with this same issue!Review fromKelly R
Date: 08/01/2023
1 starThe worst service I have received from a "service provider". Technicians do not show up when scheduled or ever. The only reason I keep them is due to the salt system but I see from a previous post that it is likely they will not hold up to that contract anymore either. On Monday ****** promised me he would find out what was going with my scheduled appt from last week and call me back. Its Tuesday, they're closed and I still have received any phone call.Review fromMichele W
Date: 07/18/2023
1 starI've had their service for years. They decided to remove their salt water system program. The system we had stopped working. They would not help us for a month and it left my pool green. They finally put in a new salt water system. Pool still green and they're still charging my card. They want me to pay ****** to turn the pool blue again.Review fromDolores O
Date: 07/14/2023
1 starDolores O
Date: 07/14/2023
Terrible customer **********************. They don't respond to messages or answer phones. Their tech and failure to service my pool caused it to turn green. Was supposed to have a tech out here today but that was a no-show. I pay for full service and get charged whether they show up or not. I think that it is time to find a reliable company. But if you can help me with this particular matter I would greatly appreciate it.
Poolman Aquatics Group
Date: 07/17/2023
Hello, I deeply apologize for your experience and concerns, it appears ************** did go out on 7/15 and added photos of the pool and service report to our system. If you would like these sent to you via email please let me know and I will be gladly to assist. I understand this is a day later than your usual service date and apologize for that. I show your next service date is scheduled for tomorrow 7/18. I will ensure the technician comes prepared with the proper chemicals to get your pool back to great condition. Thank you for providing your feedback and I hope we can rectify this for you.Review fromDenise E
Date: 06/12/2023
1 starDenise E
Date: 06/12/2023
Worst experience of any company I have ever done business with. I tried to avoid doing this, giving several chances to do better, but here we are. I was in my opinion harassed into emptying my pool, that in itself was a whole other story, but I hoped that after all the trouble and all the times I reached out, that they were really wanting to show that they are much better than what had been happening. So I shared my concerns with emptying the pool. They assured me that they would do it at the end of the day so it would not sit empty in the sun. Very damaging for a pool. It is a self fulfilling pool so all they had to do was come back and turn it on next day to fill. I get an email from THEIR tech guy asking ME when it would be filled because he has been going there for several days but it was empty. I then call and they say they dont empty pools if owner isnt there!!! What?? I had a detailed, long conversation about how it would be done, they were also reminded that I live out of state, and that they would call me when they set a date for it to be emptied and I could have my neighbor add the hose to speed up the process of the auto fill. NO ONE EVER CALLED ME and they emptied it and left it for a week(?).. I still do not even know how long its been. I fully intend to take legal action. It makes me sick to even say that, but I really tried to give them the chance to prove what they are really all about as they asked. I wish that was the whole story but this is the tail end of a long story. Trying to get a manager or someone of authority is a joke. All notes about all previous conversations disappeared from my account/file. Its a horrible company who are great at up sales and talking in circles. I cannot say enough how bad it has been dealing with them, but bad on me for trying to give them multiple opportunities to correct things. I could kick myself!!!Poolman Aquatics Group
Date: 06/16/2023
Hello *******************, I completely understand your frustration and concerns with our company and deeply apologize for your experience so far. After speaking with the repair director it appears we have contacted you with a resolution in place, We have ensured you will not be charged for the drain that took place and have also used this as a training experience for better communication. I hope we are able to rectify your experience moving forward.Review fromOmar A
Date: 01/30/2023
1 starOmar A
Date: 01/30/2023
The business office of Poolman has been filing false charges and sending me threatening letter about late payments that have already been paid and that I find insulting and unprofessional. ****** De La ****, the Business contact person, has been the instigator of these communications. She just does send a monthly bill for payment but threatens of suspension of services and quotes an untrue delay in payments that are totally false. Here is an example of her latest letter:"Dear O*** Am***,YOUR ACOUNT IS 90 DAYS PAST DUE AND MAY BE SUSPENDED. ALL SERVICES AT YOUR LOCATION MAY BE STOPPED. A STARTUP FEE MAY BE APPLIED IF NEEDED TO REINSTATE YOUR POOL SERVICE BASED ON YOUR POOL CONDITIONS AT THE **** OF REINSTATEMENT, IF SUSPENDED. PLEASE PAY THE CURRENT AMOUNT DUE OF $146.26 TODAY. At 120 Days Past Due your account may be canceled and sent to collection. Please attend to this matter today to protect your credit rating and potential cancellation of service. If you have already remitted your balance due, we truly appreciate your attention in resolving this outstanding balance.Poolman Phoenix"The fact is that there is NO outstanding balance and I have already supplied evidence of payments checks. Poolman and that lady owe me an apology and compensation for aggravation and lost time attending to these stupidities. Thanks.Dr. O*** Am**Poolman Aquatics Group
Date: 02/02/2023
Good morning *********************, I deeply apologize for your experience with us and completely understand your frustrations with the miscommunication between employees and statement letter. After viewing your account and the notes it appears you were in communication with one of the customer experience employees regarding your outstanding balance on 2/01 . I show she was able to break down the cost to show you why you owe what you do and where there may have been confusion. Please reference that communication for further details.Omar A
Date: 02/02/2023
The business office of Poolman has never been honest about their billing of exaggerated and incorrect charges often with false claims of services needed that have already been performed and paid for. My records show that all monthly fees have been paid. They can fabricate any charges that they want, the fact remains that experience with them over a long time had been very frustrating for their shady billing practices and dishonesty. I shifted from paying by credit card to by checks because of their using my card dishonestly without my permission. I finally had to terminate that account to eliminate any further damage.Review fromjim c
Date: 12/06/2022
1 starjim c
Date: 12/06/2022
horrible service. I was a satisfied customer for nearly 20 years and then the company changed hands. The billing system is outdated. the communication is terrible, and the customer ********************** is horrendous. the price double which I understand. There were days when they did not show up and some days they showed and then left without cleaning the pool. I repeatedly asked to have a supervisor call me and never recieved a call. They accidently sent me an email where I was disparaged internally and as lied about. *** made a change and would encourage no one to use themPoolman Aquatics Group
Date: 12/07/2022
Good morning ***, I deeply apologize your experience as of late with our company has not been excellent. We appreciate your feedback as it will help us grow and do better in the future. We are working diligently in every department including extra training for our employees in order to serve our customers better.Review fromJudith R
Date: 11/08/2022
1 starJudith R
Date: 11/08/2022
I am appalled at their lack of accurate accounting. I have been trying to straighten out a situation where they subtracted multiple payments from my bank account and then refunded them--which was the correct thing to do. NOW Poolman sends me nasty notes indicating I owe over $1000, which I do not. This simply reflect payments made in error and then refunded. They cannot show me where this amount, or anything even close, is owed.This has been going on since the summer. I have never had this kind of experience with a company, where I have been reassured that their accounting mistakes made in the summer have been corrected, only to find they have not--and persist with overdue notices!Poolman Aquatics Group
Date: 11/09/2022
Good afternoon,I deeply apologize for any frustration and confusion you have experienced. After viewing your account, I show we had a software error causing the $1000 to show as a balance. I have contacted the software management team and they are in the process of zeroing that out for you. I assure you your payments are caught up until end of this month and you can disregard the statements received.Review fromMark R.
Date: 09/20/2022
1 starMark R.
Date: 09/20/2022
Last Wednesday the 14th of September is usually my scheduled pool service date. I received an email at 10:44 am that my pool service was completed. I immediately go to the backyard and don't see anyone and the pool pump is not running. I check my camera and no one came into my backyard. I call their customer ********************** and have to leave a voice mail like everyone. The next day I call again and speak to a representative. He tells me that he will schedule a time on Friday for the *** Maple to come to my house. I ask around what time? Rep says he does not know. Come Friday, I wait all day and get ghosted. Not even a call. This the 4th time a pool tec has said he serviced my pool and they didn't. My pool now has black algae line above the water line. This company just keeps stealing. Yup, theft of service and horrible customer **********************.Poolman Aquatics Group
Date: 09/21/2022
Hi **************. we deeply apologize for the frustrations and concerns you have experienced with our company. I have contacted the director of your region personally and have ensured he make contact with a resolution in place to rectify this. Thank you for your feedback!
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