Business ProfileforAlpine Pool and Hot Tub Services

On May 24, 2023 we employed Alpine Pool and ******* Services to maintain our brand new, never used hot tub on a bi-monthly basis at our second home residence in *******. Because it had been running since installation August 2022, we understood the need for draining and comprehensive cleaning which was used by our 4 adult children on May 30th and 31st for a total of 2 hours. Long story short, our tub has been drained, filled and comprehensively cleaned 3 times over a 6 week period according to Alpine and mind you, it has only been used 2 hours in May. Attached is a picture dated July 6th, from owner, demonstrating the overwhelming algae and filth he observed when arriving for ************* Why??? Obviously he had to clean. They claimed the spa was extensively serviced on June 7th and 20th. I question if anyone even showed up in the month of June given the extent of algae etc. on July 6th. However, we paid $262.50 on June 30th not realizing the condition because we were not there. When we arrived on July 31st, the water level was low with a green hue and staining, evidenced around drain (2nd photo). I called **** and asked why the inferior appearance when it was extensively cleaned and serviced July 6th and July 20th including draining and refilling and zero use. While on the phone with him, he texted me July 6th photo. Consequently, I had even more questions and then he abruptly replied we are not a good fit and hung up. I called and emailed several times looking for answers but only response was we are not a good fit and baffled with water issues along with continued invoices with late fees for ************* in which I finally paid reluctantly to be done with their invoice harassment. In total we paid $887.50 for unacceptable and incomprehensible service. We ultimately cleaned ourselves and restored the balance. We more than adequately paid this company for inadequate service and lack of professionalism. If I could attach pictures, it would be very helpful.

RESPONSE TO CUSTOMER REVIEW Review ID: ****** Date of Review 10/05/23 Response Date: 10/12/23 Customer satisfaction is one of the highest priorities at Alpine Pool and Hot Tub Services. In the areas we service, the ever-changing climate presents unique challenges to servicing and maintaining outdoor hot tubs, spas, and pools. We are sorry that this experience with this particular customer did not meet expectations.Our hot tub or spa service requests are generated by either the customer upon request or monthly service or if other conditions merit a service call. The "use" of the hot tub or spa may or may not require a service call. The number of people in the hot tub or spa, body lotion, dirt, skin, and the frequency of getting in and out of the tub may contaminate the spa or hot tub, necessitating a service call. The conditions of the environment that the tub is located in may add considerably to the frequency and extent of a service call. There are times when a simple chemical balance and filter cleaning may be all required with a service call. Other times, the spa or hot tub may need to be drained and scrubbed. We experienced a very wet spring and early wet summer this year. The pollen being emitted from the trees and shrubs was extensive. Most hot tubs or spas will offer some protection from the elements, but much of that particulate matter will find its way into the spa or hot tub water. Filtration and spa chemicals are there to maintain essential cleanliness to a point. There are, however, limitations to that protection. Unlike a swimming pool with a very large sand filtration system and an accompanying chemical system, A hot tub or spa uses limited chemicals and a simple fiber filter to accomplish the same thing but on a much smaller scale. There is also a significant difference in filtration systems depending upon the design or manufacturer of the hot tub or spa.July of 2023 also presented another problem. Wildfires contributed much to the air quality and particulate matter due to arid weather conditions in the Four Corners. There was an extensive wildfire in the ****** River Valley in July. Particulate matter from the burning trees found its way to all parts of southern ********. The large of the matter spread from ************** to *******. We understood that outside construction had occurred on the deck and surrounding area. Dust from cutting wood can find its way into the tub itself. Also, there was a lot of construction in the area. The location of the hot tub, ************, has several new houses under construction, including using dynamite for excavation, and there is always dust. Again, it was not the "use" of the hot tub or spa that created the necessity for the extensive cleaning. Our service technician provided photographs of the conditions of the spa.Our invoicing system is the same for all of our customers. For services performed, we do expect prompt payment. Like many other businesses, our billing practice charges late fees for unpaid invoices. We communicated with the customer directly several times during the summer. Unfortunately, the last interaction with this customer did not go very well. We do apologize for things that might have been said or not. We are taking corrective action to ensure that this does not happen again.