ComplaintsforPoolman Aquatics Group

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a Poolman customer since 10/2019, when they bought out my prior provider. 7/29/23 my Poolman technician did not show up. This also occurred 8/7, 8/18, 9/1, 9/8, 9/21, 9/28 though I received service reports and invoices for those days. I left several VM. He then showed up a few weeks in a row, after I complained, but my pool was still green 9/18/23 Left VM Need someone to call or email me ASAP, followed up by an email. 9/19 I Received a VM from *****************************, in which she included her email. I left VM in return, then emailed ***************************. A pool tech came out on 9/22 and then came out again 9/24. The pool was still green. Several more messages were left with no response 10/12 We decided to resurface the pool 10/17 Received a VM from ******(?) that a manager was coming out 10/20 Poolman Manager *****(?) came out, with a new pool tech. I spoke to them In my backyard, let him know that we had not had anyone here for weeks and I was unhappy with the service. I also told the manager not to service the pool because it was getting drained on Monday and getting renovated. I also stated to the manager Im not having you guys come back, consider Poolmans services terminated effective immediately. Tha manager stated he understood.10/23 Pool drained for renovations.10/27 Poolman technician showed up late afternoon. The pool was empty. The interior of the pool had been demolished, and this was one week after we terminated the company. I sent an email reminding of the term and received no response.11/13 Our renovation was complete.11/17 I received a VM from ****(?), Stating that the backwash valve for my pool pump had snapped while they were at the house. I guess they came when we werent home? They had no business being in my backyard in the first place since I fired them, and now I have to spend around $140 for a new valve assembly. During the resurfacing, I received several service reports and invoices for the 3 weeks the pool was empty and torn apart.

  

  Business response

  01/15/2024

  Hello, I deeply apologize for your experience with our company and am disappointed we let you down. After viewing your account records I show we did service your property the entire month of September and was working hard to get your pool from green to a clear blue state by adding extra chemicals and advising what repairs may be needed. With that being said, I do see we either did service or attempted servicing your pool during the month of October in the midst of repairs being done. We will credit your account for the months of November and since you paid October already we will credit the month of September as well. We can issue the two months worth of credit and get your balance to $0 if you approve. Thank you. 

• Initial Complaint

  09/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a weekly service plan with this company which included a salt cell- the seal on the salt cell broke causing my pool to leak on 8/29 and they removed the salt cell which sanitizes the pool. I went a month with no salt cell! I would like to be reimbursed for this since I didnt get what was in my contract ! Also out of the last month the pool cleaner only came to my property 2 times - what happened to the other 2 times ?

  

  Business response

  10/02/2023

  Hello, we attempted to contact you with a resolution in place stating we would get the salt cell over to your property within a week as well as send a manager out to complete a free service. Unfortunately, either prior or after you cancelled services it is notated on your account that you issued a verbal threat to our company including the use of a weapon. Due to these circumstances, we are not able to resolve this matter any further for you. I apologize we were not able to rectify our concerns prior to you cancelling services. 

  Customer response

  10/03/2023

  hello - Im not sure who you are talking about but I did not threaten anyone with a weapon as I dont even own any! Furthermore your driver came and removed the system - nothing was communicated with me about putting a cell back on! Again this is all lies that your company keeps saying to get out of giving someone their money back for your poor services ! 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has been charging me a monthly fee for a pool service that they have only showed up once for since June. They also performed over $1k in repairs that come to find out when I checked them were incomplete and I ended up fixing on my own. When I called them about the situation back in July they admitted to not coming weekly like they are supposed to and I also sent them videos of their repairs that werent complete. They also charged me to replace a part on the salt system they installed and own that in my contact states they are responsible for 100% of repairs in the system which was $600. Ive called them over 20 times and they dont answer their phones or call back voicemails. We finally got someone to answer 2 weeks ago and explained everything and cancelled our service. They said they were going to credit us $800 and cancel our service. Since then we have yet to receive a credit and also got charged $160 again today and havent seen them in months. This company is non responsive and at this point stealing from us.

  

  Business response

  09/26/2023

  Hello, I am deeply disappointed to hear of your experience with our company. I have reviewed your submission and have requested an urgent response from the accounting department as well as the repair director regarding the credit of $800. I will also ensure the $160 is credited to your account as that should have never been charged int he first place. As soon as I have some answers from the respective departments you will receive a call and email with a resolution in place. Again, I apologize for the frustration caused. 

  Customer response

  09/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if done within 48 business hours.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had poolman servicing my pool needs since ****. Since July we had noticed our pool showing signs of neglect. We checked our backyard camera history and could not find evidence of any entry - to be specific a service person for our pool. We also checked our email and noticed that we hadnt received an email with report since721/2023. After speaking with customer **********************, we found no remedy- they simply never showed up. And the salt system that they provided was never kept up. We managed to salvage the Labor Day weekend by getting serious about buying and testing and doing what was needed to bring our pool back from mustard algae and swamp like conditions- but I feel that I shouldnt have to do that when paying to have it done. Poolman hadnt done service in more than a month!! On sept 5th poolman removed their salt system. And we have parted ways. I asked for my last months payment to be refunded- as I pay them thru bill pay but unfortunately was unable to stop payment in that time frame and since the bank had issued the check, was unable to stop payment- I am asking to recoup this money- as I received No service and on top of that had to buy our own chemicals and manpower to remedy Poolmans ineptitude. Thank you for your time. And I appreciate having this forum to get a form of justice. One more thing- if you have a pool - scroll past this company completely!

  

  Business response

  09/26/2023

  Hello, I deeply apologize for the frustration and concerns you have experienced due to our company. We are currently undergoing new processes including training and hiring steps in order to avoid this from happening again. With that being said, I understand you are wanting a credit due to inconsistent services and I have requested this from upper management. As soon as I receive a response I will notify you via phone and email. I apologize we were not able to rectify this prior to you cancelling. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January 2023 we called Poolman to come out and fix a leaky salt water generator. The technician removed the salt water generator and said that it would be replaced within a couple of weeks. It is now August 2023 and Poolman has stopped returning our calls. They have gone up on the price that they charge us. They come out every two weeks and put a little bit of chlorine in the pool and empty the skimmer and thats it. They are not putting enough chlorine in the pool because it is now a chlorine pool so we have had to spend roughly $500 on Chemicals to keep our pool clean and algae free. Today August 28 they came out and did not put the cover on tight on the pool pump. Our pump now is not working and the. water temperature inside is 187.

  

  Business response

  09/26/2023

  Hello, I apologize for the experience you have had with ** and hope we can rectify it from here on out. I understand your pool is needing more upkeep especially now in the hot summer months, the best solution is to go from every other week service to weekly service. This way we are treating your pool each week with the proper amount of chemicals and maintaining the upkeep. If you do not wish to have weekly service you will be responsible for your pool on the weeks we do not service it. We appreciate your feedback and hope we can come to a resolution regarding your pools state. If you have any additional concerns or questions please email ***************************************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/7 I entered into contract with Poolman to perform a "Green and Clear" treatment to remove algae from my pool. I was told a manager would come to assess what the pool needed and perform an appropriate treatment. A tech showed up on the first day and nobody returned. I called and was told the tech in charge of the treatment had gone on vacation and there were no plans in place to continue the treatment. I was apologized to and Poolman admitted fault, and said I would not be charged for an additional treatment.I was called by a manager to solicit my business for a weekly maint program. I expressed concern for the work done by Poolman as my first transaction was poor. I was assured that they deserved my trust and told without maintenance my pool would go green again. The manager convinced me to trust in their work and I agreed to sign up for weekly maintenance. Once the second round of Green and Clear was finished, the pool was blue. A weekly tech came out to service my pool. I was told to not adjust any chemicals myself. Next week I did not see a tech and the pool began to turn green. I called and was told my address was listed incorrectly. I had at that point been visited ~7 times for the second green and clear. Poolman admitted fault and said a manager would come out, assess damages and treat the pool again.Two weeks later, the pool was dark green. I called again and was told a manager showed up and put in weekly maintenance chems with no plans for additional treatment. I was told this was incorrect and was promised this issue would be rectified.Nearly two months later, after two withdrawals of the monthly maintenance bill ($161/ea) the pool is still green. I have not seen a tech since, have never been called, and hold times are 25+ minutes. Each call, Poolman admitted fault. I recently called to ask for a refund and was told the fault was mine as stabilizer levels were high, though this was never communicated and I was told to never adjust chems myself.

  

  Business response

  09/26/2023

  Hello, I am disappointed to hear of your experience with our company and apologize greatly. We are ensuring these experiences do not happen again with new training and hiring processes in place, I wish we could have rectified your concerns and provided more consistence service to you. We appreciate the feedback and will be sure to learn from our mistakes. 

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been with Poolman for years. Unfortunately, things with Poolman have gotten to an unacceptable state and I had no choice but cancel our service. I requested full refund for July's service payment of $156.25. They supposedly changed their policy and no longer offer credits for missed or partially completed weekly services. I was told that a manager can come out as an extra service instead with 48 hours notice. The problem with that is that no one comes. I was given promises for a visit to correct for not properly cleaning the pool and last tech that left all equipment off and just left. Customer ********************** promised someone to come out to fix and properly clean the pool that week but no one came again. No call no show. Yet another weekend where we could not use the pool. That was the 4th weekend we couldn't swim due to pool being green or having cloudiness. I've tried to be patient for a whole month but that just was enough. The reasoning for the full refund request for July is that we have not been able to use the pool for 4 weekends running now. Poolman has all the records of the missed service, shotty service, and shotty repairs. The pool equipment was shut down for shotty repairs (the salt cell was reinstalled backwards which took 2 weeks to fix) and then now all this. The pool hasn't been clean all of July either. It's not legal to charge for services not received. It's not much money but it's just wrong to charge for services not received. In fact, Poolman has cost me more money as I needed to find a new pool company who came out this weekend on an emergency service to fix and clean everything. I've been waiting for 2 weeks now for a refund but again promises and not following through. Please see all the ****** reviews on Poolman. They are destroying many of their customers' pools. At the very least, they should refund for services not provided.

  

  Business response

  09/26/2023

  Hello, I am deeply disappointed to hear of your experience with our company and completely understand your frustration. We are undergoing new training and hiring methods to ensure this does not happen again and to learn from our past mistakes. I wish we could have rectified this for you prior to you cancelling service. We are unable to refund a full month worth of service but we may be able to work out a different resolution instead in order to show good faith for the concerns you experienced. If you are interested in a different resolution please email  ********************************** and we will ensure this gets resolved. 

  Customer response

  09/27/2023

  Not sure what a different resolution is.  This is a very strange response and asking me to contact Poolman back directly instead through the BBB who can help monitor.  I gave them many chances over a couple of months (with the last month I was still a customer of ********************** to be the absolutely worst).  Since our pool turned green again over the 2 months with no resolution or kept promises, I had to cancel service and find a new provider.  How can you resolve this for me when I am no longer a customer?  ********************** never kept their promises to come out to clean our pool for missed services or come back to properly clean our pool after a pool tech would come out to show they came but my camera showed the tech do 30 seconds of work and leave.  You can not legally charge someone for services or product not provided/delivered.  Poolman needs to just own up to all this and refund all of us properly.  

  

  Business response

  10/13/2023

  Hello, I apologize we were unable to resolve your pool concerns prior to you cancelling. Based off of your account, I show we attempted to rectify the missed service appointment's as well as the green pool status by completing multiple manager stops and additional service appointment's free of charge. I understand this did not meet your expectations with the company and again, apologize we could not end on better terms. We take your feedback serIously and appreciate you bringing your experience to our attention. 

  Customer response

  10/19/2023

  The response is not factual.  I called in so many times to check on the tech not showing up on a service week or even a manager not showing up to follow-up.  There was 1 week when someone did come by and they pretended to do some cleaning for less any 1 minute then left.  I have talked to many customer ********************** reps over months who worked to resolve my issue with stating that a manager would come on a certain day but then didn't.  My pool was unswimmable and we had these service misses or techs that would for 1 minute and not clean and treat the pool.  I was patient for many weeks and had no choice but to cancel Poolman as by then it was more than a month of the pool being unusable.  The whole story is in my original complaint. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Poolman and I am requesting $941. Because of their negligence and lack of services that I paid for, the pool needs to be drained, acid washed and refilled. I paid my July bill in advance and the tech showed up on my property for literally 2 minutes during the entire month of July. I placed multiple calls to customer **********************, all with very lengthy hold times. I was assured they are catching up over the weekend, someone will be there today, etc., etc.- that never happened. Please see below for a timeline of events, as well as the costs incurred due to their negligence. They also stated there was a 30-day notice to cancel- this is so disturbing since they have not shown up for weekly service in over a month with the exception of the 2 minute visit.I am also attaching photos of the overflowing baskets and the broken salt cell. I am also providing a report of my pool water, in addition to the last service report they provided me. Their last service report has a salt reading of zero, but when I had the water tested at the pool store, the salt level is off the charts and the chlorine level is zero. July 6- no show for weekly service July 14- no show for weekly service July 17- showed up at 1:30pm (after multiple calls) and left at 1:32pm. No baskets emptied; pool water not checked. Basically, no weekly service.July 19- service canceled- was told there was a 30-day notice to cancel. July 28- no show for weekly service August 2- pool salt cell removed by Pool man tech August 4- no show for weekly service August 5- bill received for August maintenance I have now incurred the following costs to fix the mess they left behind and I am requesting the following:Poolman Monthly Service for July- $126. Pool drain- $255 Acid Wash- $175 Chemical Restart- $175 Water Refill of pool- $210

  

  Business response

  10/18/2023

  Hello ********************, after reviewing your account  and concerns with the residential and repair department we have come to the resolution of crediting your account $126.29. This is the total invoice amount for the month of July, that will cover the missed services during that month. I apologize for your experience with our company and do understand your frustration regarding the repair costs you have endured. With that being said, the repair director shows you have not had a single drain, reform, or filter cleaning while on service with **. What that means is, no matter how often we visited your pool or added the necessary chemicals, the pool still would have needed the repairs you paid for. 
  
  Furthermore, we did try to rectify the missed services and green pool multiple times with free manager stops and green pool services but as I stated before, no matter what we would have done or did do the pool was needing a drain and reform anyway unfortunately. I apologize if this is not the full resolution you are seeking but I do hope the full refund of July invoice and the explanation of repairs needed help. 
  
  Thank you,

  Customer response

  10/18/2023

  Hello,

  Your statements are incorrect regarding the pool draining, and filter cleaning. I have completed this maintenance throughout the years, just not through Poolman. I have receipts and statement for that maintenance as well. I have been forced to go outside of Poolman for maintenance due to lack of response and increased hold times in attempting to actually speak with someone to schedule or even discuss concerns. Also, no manager has ever reached out to me throughout the month of July or August although I was told multiple times that I would be hearing from a manager, it never happened.  I would like to reiterate the request made in my original complaint. I am happy to forward the needed maintenance receipts upon request.

   

  

  Business response

  10/19/2023

  Hi ********************, although you did receive the repairs needed or plan to, they were not through our company and we can not honor and therefore, reimburse payment for another company's labor and parts. Again, I apologize for your experience with us and I wish we could have rectified this more for you however, we can not fulfill your request of $941. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not show up on service day 7/4-instead sent email that day stating my service date is changing to Thursdays and the next date would be on 7/6. Pool is now 9 days since being serviced-green and gross and have not been able to swim in it since 7/4. Called and complained-mgr sent out on 7/8-offered filter clean. Pool finally able to swim in on 7/10. Fast forward to 8/4-no show on service again. Called and left message on 8/3 and 8/5. Called on 8/7 twice-left on hold 20 min each timeno one ever picked up my call and no option for VM. Pool has been green since 8/5-unable to use. No word on Poolman because there has been no contact and no way to get a hold of anyone. Also emailed on 8/7. This happens consistently over and over again-terrible customer **********************

  

  Business response

  09/18/2023

  Hello, we completely understand your frustrations and concerns and are sorry to hear we have let you down. Moving forward we have taken our customers feedback seriously and have been implementing new training and hiring additional staff. I  understand you have found a new company but f you ever want to give us another chance feel free to email me directly at ********************************** and I will ensure we make up for the past mistakes. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been with Poolman for over 30 years and over the past 6 months or so their service has been AWFUL. I have been trying to call them for 3 weeks and they NEVER ANSWER PHONE. Ive also sent emails which have gone unanswered. I have spent many many hours attempting to reach them with no success. I have just hired another pool service and advised Poolman to Cancel my service however its impossible to communicate with them. There is more to this issue, but POOLMAN out of ******* should be reported and avoided like the plague. Thank you and if you have any way of contacting them, please let me know. I am 72 years old with serious health issues and live alone. This is the first time in my life that *** dealt with anything like this and my first time filing a formal complaint with the BBB.Thank you

  

  Business response

  09/20/2023

  
  

  Hi *****,

  
  

  Our company deeply apologizes for all of the concerns and frustration you have endured as of late. With that being said, I do see since the original BBB filing we have contacted you and came to a resolution. The resolution notated includes confirmation that your services with Poolman have been terminated as of 7/31/2023 per your request. We have also provided an account statement showing your account is fully paid off with a reimbursement credit for the month of August.  Lastly, we had a technician go out to uninstall the salt system. We take your feedback seriously and are disappointed to see you leave our company but again completely understand the frustration and concerns. If you ever have any future questions or concerns please feel free to contact me directly at ********************************** Thank you.

   

  Customer response

  09/20/2023

  MORE BLATANT LIES !  You SHOULD NOT BE IN BUSINESS 

  

  Business response

  09/26/2023

  I am sorry you feel this way and that we have lost your trust. If there is any other concerns you have please feel free to email *************************************** 

  Customer response

  09/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩