Pool Service
ASP - America's Swimming Pool CompanyComplaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/29/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
****** and **** refused to listen to our complaint that their pool technician, ****, attempted to pour powder chlorine right after I told him ****** assured me via email, per our request, that he knew to only use liquid chlorine. **** consistently left the water cloudy with yellow residue and never tested for phosphates. On July 19, he abruptly and rudely walked off taking all his gear and yelling at ***** to Lets go! after I asked him what he had put in my pool. He didnt finish the job, nor tested the water. As I prepared to email a complaint to ******, because they never answer calls, I found their ASPool Co. email with an attached invoice for $97.43 and a statement they would no longer provide service. **** broke the contract without even inquiring or listening to our concern stating that they stand by their employees who are hard to come by. He and ****** argued instead of listened to our complaint in spite of numerous detailed emails that clearly specified ***** disregard, rudeness, and lack of job completion. Also, **** never tested the pool water for phosphates. Our Leslies water sample resultantly showed 2492ppb and 0 chlorine. When **** walked off without completing the testing, he didnt finish the job. His chemical reports false. Im contesting his report as well as charges because we had to pay $50. each week only 1 1/2 day after July 12, and after July 19. We dont owe the $97 invoice. They refused to provide complete service, to listen, they broke the contract disregarding complaints, refused to apologize, refused to adjust charges, nor agreed to discontinue attempts to collect. We want them to withdraw invoice and an assurance they wont sent it to collections as per their threat.Business Response
Date: 07/29/2024
We serviced ***************** pool just a couple of months. Since she signed up for maintenance I let her know she is given a day of the week but no exact time, every Friday she would call multiple times to ask what time was he going to be there and we would give her a time frame. Week after week she was rude to our employees, we have two techs assigned for her service so that it can go by faster because this heat is too much after a certain time so this way they can finish earlier. The week ofJuly 4th she sent a message to not come by as she had hired someone else to service her pool, our techs went by in the morning before the office was able to cancel the visit. They just went by and left as her dogs were out either way. She then called again and left a message asking if someone could go by but it was not necessary as she had hired someone else again. She at this point had already called our tech multiple times as well as she did every Friday, I had already told her that our techs do not answer all calls and she needed to call the office. She told me that she did not know we would be going by on the 5th as it was 4th of July. I let her know that we would always let her know if we would not make it. We closed on Thursday but we were open on Friday, the day of her scheduled weekly service.
We skipped the 5th service, we did not charge her for it. She also proceeded to ask for liquid to be used. On the 12th, our techs show up and her skimmer basket is so full as if it was not emptied by the other company that she had hired. It had never been this full and her pool was getting a yellow ring around because of the poor circulation. The tech did let them know and noted it on their report as well. The techs were there for an hour as she held them there that long, a typical service done by two techs would be at most half of that time. The following week on the 19th her and her husband were outside per usual but this time around Mrs. **** proceeded to bring out her blower and blow everything into the pool while the techs were there cleaning her pool as they were finishing, this was completely uncalled for and wrong of her. When our tech went out to the truck she followed him yelling at him "what do you have there, what are you getting, I need to see what you are doing because I do not trust you" followed by "let me save you the embarrassment" to which our tech had enough and called the office. The office gave him the okay to just leave, after the 30 minutes spent there not only cleaning out the debris twice because she blew it more debris in, they did the brushing, vacuuming, emptied out the skimmer baskets and pump basket, they cleaned out her filter and they did check the chemicals. All that was left was to finish adding chemicals. All this she has admitted to as well.
I emailed her to let her know that we would be cancelling her services because of her actions towards our technicians, at this point none of our techs want to step foot in her property and she has been rude and degrading to all, including the office.
I let her know that we do not permit any type of degrading or mistreatment of our employees and she did just that, it was not the first time but this time the techs felt harassed and did not want to continue being there which is when they called the office, after so many times, office finally told them it was okay to just pick up and go and we would reach out to her.
After the email was sent, she said she did not wish to cancel but for us to send someone else, again, none of our techs are willing to work with her anymore. She claims we had a contract, we did not, it is an agreement only.
We will always protect our employees and that is what we let her know, sorry but we will not allow for any disrespect or mistreatment of our employees.
Customer Answer
Date: 08/02/2024
Complaint: 22051171
I am rejecting this response because:
We dont owe for July 12 nor for July 19, because **** left our pool poorly and incompletely maintained. Ive forwarded emails with photos showing the poor condition of our pool after ***** July 12 and July 19 poor service which we dont owe. It required that I pay another company to clean it completely again immediately afterward. **** left the pool walls yellow and didnt test the water for phosphates or alkalinity. Although I received reports, they were identical and he never showed me his test results. I had also told **** the pool needed algaecide because it was still cloudy and yellow. He ignored my concern and left the pool in an unsatisfactory condition. I again had to pay another company to redo the pool after July 19th because the pool cleaning was not completed. On July 19, your tech, ****, left abruptly and rudely when I asked him about the chemicals. I did so because he had lied while insisting on adding powder chlorine instead of liquid which I requested and ****** assured me hed do. Also, his chemical report attached to your July 19 invoice # ***** is false per your response to my BBB complaint in which he confirms he had not finished chemicals and readings. This facts also confirmed in the water analysis report by Leslies pool service which I had done and in which results showed Chlorine at 0 ppm when ideal range should be 1-4 ppm, pH at 6.9 when ideal should be 7.2-7.8, alkalinity 28 when ideal should be ******, and phosphates at 2492 when ideal range should be ***** ppm. By the way, high phosphates deteriorate metal placing our newly installedpump in jeapardy. Regarding conduct: On July 19, I saw **** call your office AFTER his temper fit displaying rudeness in ignoring me, walking angrily away and abruptly yelling at ****** **** go!, gathering equipment quickly and abandoning the job After I asked him about chemicals. He subsequently lied stating he left after calling your office because he did so on his own then called your office once in his truck. He also lied stating I had been rude, harassing, blown leaves in my own pool. In your response, you portrayed me as repeatedly calling or texting. Concerning my excessive calls/texts: I made it clear at the beginning that I needed to have an approximate arrival window to tie up my dog and unlock our gate. **** didnt arrive until 5:00 pm for our first service in May, which we immediately paid with a check. **** consistently arrived at different times of the day ranging from very early to very late in the day leaving in us in suspense all day long. Although I placed calls or text messages on Friday I didnt ever receive responses. **** would only call/text just before arriving. Regarding the July 5 service, as a new customer, no one notified me of your plans for July 4th, so I called early in the week but no one responded to my calls Your answering service stated that We dont know if theyll be here in Friday, which I emailed you. You removed the July 5 charge on the invoice because I emailed you not to come. Although I notified you via answering service, your tech, ****, whom you stated is also your customer service manager, showed up. The only charges represented in your invoice are for July 12 and 19 for poor and incomplete service. Concerning your invoice ***** for $97.43, On July 19, when I emailed my concerns I found your emailed invoice for $97.43 and statement that you would no longer provide service. You didnt care to hear my concerns but readily believed ***** lies and terminated service even before communicating with me, as complainant and customer. You stressed that you support and value your employees because theyre hard to come by. Thats a poor attitude for a company dependent on customers. Regarding his false portrayal of me, I didnt chase him in nor harass him in any manner. I followed him so he could show me the chemicals. Regarding his wrongful characterization of my conduct, Im a former school principal, state employee who conducted federal investigations for the state, as well as a university professor. As I stated, I had complaint in an email that **** insisted on adding powder chlorine to the pool on July 12, although you had assured me he knew to use liquid chlorine. He lied stating he didnt know anything about it. Also, I blew a few leaves AWAY from the pool to prevent the the wind from blowing them into our pool. My intention was to help keep my pool clean, contrary to his assumption that I was dirtying my own pool. As I stated in my email, Why would I want to dirty my pool when I pay to get it cleaned? In all those roles and with my level of education Ive treated people with respect and a high moral compass. Youve taken the word of an incompetent, unreliable, rude, inpatient, noncompliant employee over your paying customer. Your responses to my emails showed youre unwilling to work with me because you didnt listen nor corrected the situation. I stated that my expectation after emailing you would perhaps result in your apology and your sending a different tech because its a common practice for good businesses to address customers concerns. I also mentioned ***** said hed talk with him. ***** showed respect unlike ****. At this point, I demand that you cease to contact me for any payment, nor make any attempts to collect. Your service was worse than dissatisfactory service because you failed to properly clean, properly test and maintain chemicals, nor listen to concerns. Your response to our concerns made it clear you value your tech more than your customers satisfactory service when you stated you value and support your employees because theyre hard to come by. The fact that I had to pay each week, to get the pool cleaned correctly for both the July 12, and 19th and that you failed to rectify a poorly handled situation attest to the fact that you we dont owe you invoice #***** for $97.43. ***** contact and charges as well as threats to make collection attempts in the future. In sum, belows the invoice I received yesterday subsequent to receipt of my BBB complaint. I appreciate BBBs time and concern to address issues related to better customer service and unfair charging practices by business owners who feel theyre not accountable. Thank you!
Business Response
Date: 08/02/2024
As I explained in the past and a few times already, we did a good service and we already took off the July 5th visit from her invoice though she canceled last minute.
It is not our fault that she paid someone else when we were scheduled to be there on the next day as Friday was her assigned day of service.
On July 12th, ***************** had our techs there for an hour servicing her pool. A service that should not take more than 30 minutes as it is 2 technicians.
The issue was that she hired someone else to go by on July 4th so we did not service on July 5th as she canceled us for that day. When our techs showed up on the 12th, her pool had a yellow ring around it, the skimmers were completely full, therefore no circulation of the water. In the prior visits, the skimmer basket has never been this way, which tells us that the person she hired on July 4th did not empty it so it was 2 weeks of debris clogging up the circulation in the skimmers. We never told her we were not going by, we would have called to let her know. When she signed up I let her know that we would still service, we always service the week of holidays even if it is a different day but the pool would be serviced for the week. She did not even ask and just hired someone else, we were still scheduled for Friday the 5th.
She hired someone to clean the pool Thursday when she was scheduled for Friday with us already.
I am sorry that she does not agree with us taking our employees into consideration and asking for respect on their behalf but we do not allow any time of bad treatment towards them. We truly do appreciate our employees and if ever needed we would change them out but in this case none of our employees are comfortable going onto her property because of the treatment they have received for weeks. We do not have a contract, we simply have an agreement to service your pool, no contract so there was no contract to break.
We have the email where she states "I followed him to the truck and told him let me save you the embarrassment" Also stating she needed to see exactly what he was getting and using as she did not trust him.
Our techs do not deserve this treatment so we did discontinue services on that day. After they had completed everything. Including her blowing the deck during the service. She even stated they were there 30 minutes on that day. They did complete the service.
Attached are the reports for both visits.
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