Reviews

Review Details

• Review fromJustin M

  Date: 09/20/2023

  1 star

  Justin M

  Date: 09/20/2023

  Been a satisfied customer for ~2 years. Many techs during that time, a couple of whom were consistent and consistently great (*****, especially). Around mid-August, wife and I started discussing a noticed decline in service level. Last week, no one showed at all to clean it (it did storm that day), and they didn't call or give notice they intended to come at the earliest opportunity. Today, they came and were here ~1 hour (per camera), but when we got home a couple hours after, the pool did not look like it had even been vacuumed, with yellow algae all along the walls and steps, and leaves gathered at the main drains. Also a lot of leaves (and a frog) in the skimmer, so that hadn't been cleaned out.The only visual indicators that someone was here are that the filter cover was at a different angle (he probably cleaned the filter), and the surfaced had been skimmed.Called to express concern over the decline in service, and talked to R, who looked up pics and said it looked "pretty clean" to him. Told him it's NEVER looked as bad after servicing as it does today. No "I'm sorry you're unhappy with the service, what can we do to make it right?" attitude - in fact, he never suggested to make it right...we had to ask to have a tech come back out. This attitude prompted a request to speak to the owner - R said he was the owner. R was generally apathetic to the complaints, said the pool looked a "little green," and he "would have added some chlorine tabs." Also said "looks like you had a dog out," which we did not. This is the level of dialogue that the owner provides.After conceding to get us on the schedule for tomorrow, a couple sentences later said he'd "try" to get us on the schedule. No customer *********************** skills. He finally said maybe we'd be happier with another pool company, and though correct on that point, it's important to know he's only been the owner for a few months. Company changed ownership back in May, and seems to be on decline because of it.

  Jeff's Pool & Spa Service

  Date: 09/21/2023

  I wanted to personally address the recent feedback you provided about your experience with ****'s Pools. First and foremost, I'd like to express our appreciation for taking the time to share your concerns.Your feedback is incredibly important to us, as it allows us to continually improve our services. I'm truly sorry to hear that you were dissatisfied with the quality of service you received, and I understand your frustration. Please accept my sincerest apologies for any inconvenience you may have experienced.I'd like to clarify that, as the owner of ****'s Pools, my team and I are deeply committed to ensuring the satisfaction of our customers. We take all complaints seriously and are always willing to go the extra mile to make things right. Our goal is to provide top-notch service and maintain a positive relationship with every customer.It's essential to mention that our dedicated employees work tirelessly to deliver exceptional service, and we believe in treating them with respect and fairness. We understand that emotions can run high in challenging situations, but we will *********** not continue to service customers who do not treat our staff with the same level of respect, which became clear before I identified myself as the owner. We value our long-term customers and want to ensure that everyone feels comfortable and valued when communicating with our team.