ComplaintsforBlue Evolution Pool Service Inc

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2023:The "Service" provided by this company let the pool chemistry get so out of control that an algae bloom occurred in the pool. However, they did not take action immediately...merely sent a picture of the green pool as if business were normal for this $180/month service.Then, when i called they said that they could do a phosphate treatment, but that the cost of the chemical alone was $80. Then the treatment (which from what i can tell is just dumping the chemical into the pool and leaving) is typically an additional cost.I spent the holiday weekend scrubbing the pool and changing the filter trying to get it back under control. It is at this time i found that the company had also damaged the pool filter from their careless actions. This home is a high income Airbnb and i was forced to relocate guests scheduled to stay this weekend at a loss of $389 per night for 3 nights.The sum total of blue evolutions efforts to fix the issue they caused were to dump in a phosphate treatment...and then never return to correct the issue. when I contacted in an attempt to resolve this i was told "be happy i got the chemical for free" and that "The filter has to be replaced every year" anyway. Let this at least be a warning to people out there not to do business with this group.

  Business response

  07/06/2023

  Dear BBB

  ********************* lies from the beginning. Our monthly service fee was $160 not $180. Our service is professional and trusted, We use an app to send after every service a complete report with picture included to guarantee the most reliable relationship with our customers. We have proof of that pool was ******* since the beginning a year ago. We use to service the pool every Wednesday, when the technician got there the pool was green, we never received any text or call to let us know the pool was not ******* like use to be, was turning cloudy, little yellow, nothing. We sent the complete report with pictures included (because we are honest guys and we dont hide any mistake we could do) on 6/14 at 12:02pm, he texted me the same day 12:04pm just 2 minutes after my technician sent the report, at some point he say what would happen if he havent  contacted me.. this is service business and we have more than 350 accounts and understand the people have bad days. I explained what was the problem, it was high level of phosphate coming from the pollen, days before, it was raining and all that water clean the screen and got to the pool. Like I assume that we should avoid that as a 5 star company that we are, I talked to him and offered pay for the treatment, we were there on Thursday 6/15 to add the chemicals treatment, anyway he asked me to meet me at the pool on Friday 6/16, of course I said yes and We met there. I explained him that the filter had more than a year and it should be replaced but we could replace it after finished the treatment, I said the pump must be running 24h and he said he knew how to do it ( my mistake, I should let the pump running 24h, Im sure he didnt know). We didnt receive any text or call during the weekend, I supposed the water was ******* and we were supposed to be there Monday to remove the sediments from the bottom created with the treatment but on Monday 6/19 at 10:06 am I received a text claiming that nobody was there on weekend to do anything. We are close weekends and I never said him we will be there weekends, I could be there even but I didnt know the pool was not turning right. The end, he wanted a refund of $180 saying we have to pay for the filter and the monthly payment of June. To refund him the payment of June , first he should pay it, He didnt, the due date was 6/1, about the filter we dont have to pay for an old part that had to be replaced. Anyway the chemicals for the phosphate treatment was added free. With just $180 I have avoided this but the honor is a value for someone but not for all. 
  

  Sincerely.

  *********************

  BLUE EVOLUTION POOL SERVICE INC. 

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