ComplaintsforClear Water Pool Service

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did not receive the service I paid for.I was charged $100 a month for weekly pool service and there were several weeks the pool man would not come, but I would still be charged.I have a LOCKED gate that gives access to my backyard and pool. There is NO WAY anyone can get in unless they ASK ME to UNLOCK the gate and let them in.I also have a dog in the backyard that needs to be put in the house so he doesn't attack any strangers coming in.For these specific reasons, I had told the company to always have the pool man text or call me before coming.NO ONE would call me to tell me they were not able to make it. I also have cameras showing direct access to the gate that leads to the backyard AND the pool itself so I could see who comes and goes. And NO ONE called to inform me that my current pool man quit and that I would be getting a new one. I found out because I called to see why no one had come to service the pool AGAIN and was told someone else would be coming. I also let them know NO ONE HAD COME in at least 2 weeks, yet AGAIN. ******, the rep I was in contact with, said the pool man has been coming and maybe I was saying he didn't so that I wouldn't have to pay for service. I was basically called a liar and a cheat on top of that. I told her there is NO WAY anyone can access the pool unless I let them in because the gate is ALWAYS locked. She said someone would be coming this week. Once AGAIN no one came, I called and notified them, and again they say said the pool man did in fact come, when he DID NOT. I asked for them to send the pool man out and the response was "since you're not satisfied with our company, use someone else". I sent pictures and video showing my pool dirty, foggy, and turning green. This is January and cold. No one is using the pool. This is proof that no one has come to clean it. I want my money back and the company to punished for mistreating their clients, false claims of service, ******* taking money for services NOT ********* and ********

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/26) */ We started the service with ******* ***************, on May 25th, 2021, we agreed to charge $100 monthly for weekly service. We assigned a pool man for her service, and we never heard any complaining from her about the service, I often communicated with her usually reminding her to do her payments, because she was always behind on her payments. It was until the beginning of the year 2022 on the 2nd week of January, (when we changed the pool man in her area, and the new pool man did not know that he supposed to text her every time he comes to do the service) Specifically on January 10th ***. ****** called and explained that nobody had come to do the service, this was the first time that I heart from **** ****** that nobody had come to do the service on January 3rd and January 10th 2022 I told her that I was going to make sure that the pool man comes to do her service and I also kindly asked her to do the payment for the service because she was already behind for two months (November and December) She agreed to do the payment and I asked the pool man to make sure to come to do the service. The next day on January 11th **** ****** texted me saying that nobody came to do the service, I called the pool man and asked the reason why he did not come to do the service, but the pool man explained that he came and did the service, so I told **** ****** that the pool man said that he came and did the service, from this time **** ****** expressed that she was getting frustrating with our company service and she started demanding that someone must come to her location to do the service at that moment! So I was concerned about her, and I kindly asked her to better hire another company if she was not happy with our service. But from this time **** ****** started yelling at me expressing many things! I continuously apologized with her, but she was very angry. By that time, she was not asking for any payment refund because she knew that what she paid for was for the previous months of service (December and before...) the time when she had no complaints. The two weeks which she was complaining about was the first two weeks of January, we did not charge her anything for these two weeks. The $200 payment that she did on January 10th was to cover the previous services of the months of November and December 2021. So, once again I sincerely apologized with **** ******, for this inconvenience. As a small compensation, we will refund her $100 check that we will send to the address that he used to service. Sincerely Clear Water Pool Service Consumer Response /* (2000, 7, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not completely satisfied with their response. I believe I am owed more for the mistreatment and lies.

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