ComplaintsforPool Troopers

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for service in or around November 2023 for weekly pool cleaning and chemical supplies to maintain pool. However, the technician stopped coming weekly in January and my pool went green for several weeks and cost me several hundred dollars in chemicals to clear it up myself. Then again my pool goes green in March because it was not being serviced. Also, this company did not put in the required chemicals to restore my pool, leaving me again to spend hundreds of dollars to clear the pool myself. They breached the contract by not coming weekly as agreed to and are attempting to charge me for services never rendered. I should not owe them a *****. They should owe me for the chemicals to restore my pool twice while under their care.

  

  Business response

  09/30/2024

  BBB and Mr. ************** have researched your service records as well as the photos of each service. I do see in March the pool turned greenish due to poor filtration. Pool Troopers provided and installed a brand new $120 filter element to your system because of the mishap. They also remedied the issue by shocking the pool to be sure it had sufficient chemicals. The records do indicate that you received the correct visits for the amount charged. At this point the balance due is true and correct. We thank you for your time with our company and wish you the very best.

   

  Thank you.

  Pool Troopers

  Customer response

  10/01/2024

   
  Complaint: 22359776
  
  I am rejecting this response because: the service person did not come to my property several weeks. And it is not true that you guys restored the pool either time it went green this year. I had to shock it myself both times you let it go green. 
  
  Sincerely,
  
  ******** *****

  

  Business response

  10/01/2024

  Mr *****,

  We are sorry that you feel the way you do. That is unfortunate. We have done everything we are willing to do in this instance.

  We believe we were more than fair with you. We are sorry that you do not agree.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2023. Poll Troopers informed me that they would be raising my rate from ***** a month to ***** a month. I told them that was unacceptable, and I fired them. I told that person they were not living up to the terms of my contract, and I would not pay for an increase for poor service. I left them before the increase came in. Months prior to that I was fighting them for months over the fact that they double billed me for atleast 3 months. They were sending me a bill, which I paid online, and charging my credit card. I could only get them to admitted to doing it twice. I was tired of fighting, and gave up. I have spoken with a number of people that have informed me that Pool Troopers is a very untrustworthy company and lie about billing issues constantly.

  

  Business response

  07/16/2024

  9/17/2023 the customer emailed in and asked that we cancel their services effective Oct 2 2023. We continued to provide service for the month of September and cancelled come October per their request. 
  9/30/2023 we invoiced $99.99 for September services (the account is billed in arrears). We never received payment for the final invoice. 
  9/2, 9/8, 9/15, 9/22, 9/29 cleaning services were performed. We have an image from each visit attached to the documents demonstrating we went out and completed each service.  The image on each one shows the pool is blue and clear.  
  6/11/2023 an email was sent notifying the customer of their remaining balance and asking for them to reach out to resolve. 
  6/27/2023 no response from customer, loaded to collection agency
  7/12/2024 customer called to dispute balance and ask why he wasn't notified previously but hung up on agent before she could explain the source. 
  
  In short, we followed their wishes exactly as they stated, and we didn't receive payment for the final invoice upon cancellation.  When the customer called in to dispute the balance we attempted to review the account,explain it to him and possibly settle,  but per the notes he got upset,called us liars and hung up on the agent.  She attempted to explain the source of the balance (my reps are authorized to at least discuss a possible settlement) but the customer disconnected the call before that was able to be presented. 

  Customer response

  07/18/2024

   
  Complaint: 21981954
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

        My point that the business lives in a fantasy world is in their fraudulent claim in their response.  They sent me a bill of $87. and change, now they want $99.99. This company cannot keep accurate records. Their claim against me is fraudulent, I would like to see their photos of cleaning my pool, they were hired to put a salt system in my filtration system, and maintain it, nothing else.  I have come across many ex-customers of theirs, and they all left for the same reason, dishonest business.                           Final note, I am in no financial position to pay their fraudulent claim.                675486998D2ED

   

  

  Business response

  07/19/2024

  Pool Troopers stands by what is true and correct. The money is owed to our company for fair and honest work. If a payment arrangement is needed to settle the debt, we are open to splitting up payments to 50% one month and the other 50% the following.

  Customer response

  07/19/2024

   
  Complaint: 21981954
  
  I am rejecting this response because:
    They changed the due amount 3 times. In their first response they claimed to have sent the bill to collection, if they did that, it means they sold the debt and wrote it off. I will offer them $10.00 to settle their the made up debt.
  Sincerely,
  
  *************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pool Troopers located on ******************** Has charged us for July service when we called and discontinued service and now they are claiming by email that we missed our May payment. I have attached our May and June payment to show we have not missed any payments and if we did why werent we notified . They are disingenuous and trying to commit fraudulent charges . We would like our account credited or a check mailed back to us . This company is located on **************************************************************

  

  Business response

  07/23/2024

  ********************,

  I have left you a voicemail regarding the BBB complaint. I have attached a screenshot of the billing on your account as reference as well. Back in December you had a filter cleaning done by a mechanic. The charge was $149.43. Just prior to that charge as you can see, we issued you a credit to the account for $50.00. If you take the repair charge, and minus the credit issued, it comes out to the current balance of $99.43. That is where the money owed is coming from.

  Thank you,

  *******

  Pool Troopers

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  been pool troopers customer very long time, but ********************** is poor whenever theres a problem. they are on auto pay and have said i havent paid them which is why they stopped coming monthly, when they have been getting paid, and i have proof of payment. everytime i call the office i get a run around and an excuse. they told me the supervisor was coming to my house a couple weeks ago to fix the issue personally, but nobody ever came. i tell them i do not need to be here, they have access to the pool. and i have cameras that can see when/if they have come or not. the pool is murky in color, there's a huge pile of debris in the bottom center of pool, and there is apparently (according to pool troopers) broken parts of the pool pump that have already been fixed by them, and paid for and supposed to be warrantied. they have not come out here to fix the issues, they have not come out for routine monthly maintenance, they have not kept communication with me, and they owe me a lot of money for this. either fix it already or refund me for all these months of not doing your job, otherwise, i am going to take legal action. aside from all of this, i am disabled, and have explained this. if it were up to me, i wouldn't have a pool, but once you have it, you need to maintain it whether in use or not. that said, i am not physically able to go out to check the status of the pool, but from what i can see on camera, it does not look good! i would like an open communication line from somebody who has the report on my pool directly to me at my number **********. if you cannot provide proper communication, then ill take my business elsewhere to someone who does. if i switch companies, you still need to fix whatever is broken with the pool. i am not the expert, you are, so fix it, if you don't wanna be sued, because i was told the part was under warranty, and i was also told it wasn't even an expensive part. but the torment and stress this is causing me, is not good for me!

  

  Business response

  07/09/2024

  ********************,

  Thank you for your long tenure with Pool Troopers. We have enjoyed the years you have been with us. We do agree that the pool is not up to our high standards, and some things need correction. We certainly do not want anyone to go through the trouble of involving lawyers and such, over a pool. It is not something worth the time or expense. I will tell you what we are going to do instead. I have spoken to our manager for your area, and we will go ahead and replace the filter element (at our expense which is $100+) and do a portable pump pool cleaning for you at no charge (normally $100), and get the pool Blue, clear and clean. At which point, we will be discontinuing your service with Pool Troopers. You will need to find alternative pool services for your home. As you can see in the photos, the home is in need of some work to make it safe for anyone to visit.

  We are sorry that it has come to this, however, sometimes things happen or change, and we need to accept it for what it is. In this case it was unfortunate.

  The Supervisor will contact you to let you know when he has done all he can to leave the pool in great condition for you.

   

  Thank you.

  Customer response

  07/13/2024

  Complaint: 21961398
  
  I am rejecting this response because:
  I am only rejecting this because this work has not been done yet. Theres no way for me to reply to you without rejecting this. That said, the house looks the same way it has when you first started coming here.I live in a nature preserve. The same nature preserve that youve been coming to for the past 10+ years. This is what it looks like out here. This isnt your typical cookie Cutter neighborhood where everything is sidewalks and trimmed grass. And you have never mentioned anything to me until this moment on this complaint, why to try and dismiss the fact that you havent been doing your job? You have the nerve to take pictures of my property as if Ive done something wrong and use that as an excuse for not doing your job when Ive been paying you month and month out with the exception of a couple months were the auto pay stopped, and I was not made aware of it, the fact that there is no communication with your company and when there is, it is only to lie to me, is more than enough reason for me to *** you for breach of contract and fraud. Not to mention all the times that *** called and was promised things that werent delivered. I want this done with as soon as possible, not in a week not in two weeks not in a month and I dont want your incompetent employees around my property anymore after this. This is private property. It is illegal to take pictures of somebodys property without their consent. I dont like the fact that my house is being photographed from the side, for security purposes, and also this is an invasion of privacy. I am also a dialysis patient, and have a very busy life. I have an agreement with your troopers for them to come here and do the work without needing any permission from me to do what they need to do. They have access to the pool the same way it has been for the past 10+ years.
  
  I have saved the number that you listed originally, on this reply. I will be contacting you since I dont expect any call from anybody at your company anytime soon, so I will be contacting you sometime next week to see if this has been taken care of. Which I highly doubt that it will. There are cameras in the pool area that see when somebody is in there. Nobody has been in there to clean the pool in at least a month.

  
  Sincerely,

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **September 17, 2024**My salt cell was broken even before Pool Trooper gave me the cell as a gift. I reported that the cell was not working, and despite this, I stated I would accept it as functional.Pool Trooper said they would replace the cell and were waiting for market availability. Meanwhile, they claimed that my unclean filter was the reason for the cell not working. We cleaned the filter, but it didn't help. They then asked us to replace the motor, which we did, but still no luck.Finally, Pool Trooper stated they couldn't replace the cell because it wasn't available on the market. This is an utter lie, as I found the same cells available in the market. This shows how Pool Trooper misled us.After numerous conversations, I even agreed to replace the cell myself if they would continue to service my pool. The Pool Trooper technician came, asked to drain the pool, and said the service would begin next week. However, this morning, I received a text from ****, the manager, stating they would not service my pool.I am fine with Pool Trooper not servicing my pool, but I want them to take responsibility for the cells and stop lying to customers about their market availability.COST : 500$

  

  Business response

  07/03/2024

  Mr. **********, Thirumavalavan

  As we have responded to the yelp review that was placed earlier today, Pool Troopers has decided not to continue servicing your account. We do not have contracts for service; therefore, we can stop service anytime we see fit. In your case, as displayed by your posts to the BBB as well as YELP, you are not a client we wish to continue a relationship with.

  Pool Troopers gifted you the salt system, and effectively communicated that to all of our clients prior to doing so. We no longer hold the responsibility to repair or replace any parts for these unit due to the limited parts that are available- especially in the quantity we would need.

  We are sorry that things did not work out, and we wish you the very best with your next company.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wish my pool was actually taken care of! Been with pool Troopers for a number of years and pool was always flawless till you got rid of the salt program. Now my pool is unusable more often than enjoyable. Started looking around few extra dollars and other companies will actually keep it clear AND include bottom vacuuming and filter cleaning...... It's been fun but seems like it's time to run. Y'all lost your touch for sure! Need to step up and correct your services!

  

  Business response

  06/04/2024

  *******************,

  Good morning . I have tried to call you via the phone number provided, and you did not answer. I was unable to locate an account for you in our system. Perhaps it is under a different name? I am happy to get the pool looking great, but would like to hear from you so I can get the property address.

  I can be reached at ***************** 

  Thank you,

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

  Pool Troopers

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paying $180+ monthly for full service pool care. Supposed to come out every Friday. The home is vacant due to my mother passing away last August. Since then I've had to call 3 times to resolve poor service issues. Now the home is on the market and service is not being done. This is hurting showings and likely contributing to low or no offers. I will have the realtor put a sign on the counter saying pool service is being done by Pool Troopers so all those coming to see the home and their realtors know just what kind of service pool troopers performs. This is a great chance for them to either get new business or ruin it by how our pool looks. I would like a refund for at least one month of care based on the condition of the pool and for them to uphold the service I have been paying for. I now have weekly updates coming to me so the moment service slacks again, I'll be back here since friendly calling the office hasn't resulted in long term improvement of service. Should the system break down due to poor service I will be seeking litigation to resolve the issue with months of evidence showing on time payment by me and lack of service by them contributed to the failure. I will also include losses from being unable to sell the home or discounts made on the home to potential buyers due to inspection reports on the pool condition/function.

  

  Business response

  05/07/2024

  **************************,

  I want to start by saying how sorry we are that the pool is not in 100% status at this moment. We had a "bad egg" that did not do his job, and we will certainly get this remedied ASAP. I have also placed a full month of credit on your account. Again, I am sorry that this occurred, and we will quickly resolve this.

  Thank you,

   

  *******

  Pool Troopers

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Someone from the company has already been out to the house and started remedying the situation. A neighbor was kind enough to send pictures of what they had done. It appears they used a lot of chemicals to bring the pool back and are likely to return to finish the sweeping and cleaning. I am hopeful that they will uphold their end of the service agreement and keep the pool looking spectacular. If anything, it could potentially land them future clients as I have had my realtor note on the sale listing that the pool is currently maintained by Pool Troopers. The better the pool looks, the better they look to potential buyers and other agents.
  
  Sincerely,
  
  *******************************

  Customer response

  05/31/2024

   
  Complaint: 21668460
  
  I am rejecting this response because:
  

  
  Previous Complaint about failure to perform paid for service has left the pool in a deplorable shape. Original complaint was on May 5th. I was immediately contacted by ******* and assured they would get the pool back to working order. As of today, the pool continues to be GREEN and the service techs are doing basically NOTHING to resolve the issue. The House is now under contract to sell contingent on getting the pool blue and clear again. I am no choice but to hire another company to perform whatever is needed and BILL pool troopers for the cost since it was their fault the pool got in this shape to begin with. I have been paying nearly $200 a month to them only to have a green pool. The pictures attached were taken less than an hour ago.

  
  Sincerely,
  
  *******************************

  

  Business response

  05/31/2024

  ************ and the BBB,

  ****,

  Thank you for the time that you spent speaking to the Supervisor onsite at the home today. he had some serious troubleshooting to contend with, but he feels strongly that he knows what it will take to get the pool to respond to the massive amounts of pool chemicals that has been added to the pool over the past few weeks. the issue is that the pool was unable to circulate and filtrate properly, due to some valves that were incorrectly installed at some point in the past (they were installed backwards). **** will keep you in the loop while we can now make a difference in the water clarity. We know the home is just a step away from closing, and we will get you over the finish line. Thank you.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received on 7/21/2023 a statement letter from them for 120.54$. I terminated the pool service before the begging of new month by calling them, but they still charged me. My account number with them is ***********: ************ Address of service: **************************************************. *******. *****

  

  Business response

  03/20/2024

  To the Kaseer Household,

   

  Please be advised that a billing adjustment has been issued. The account is at a zero balance. This should satisfy this complaint.

  *Please see the attached document showing the adjustment.

  Thank you,

  Pool Troopers

  Customer response

  04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bahaa Kaseer

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date 02/28/2024 he came to move my salt cell from the ground to knee level.he was here less than an hr he used approx 6ft of PVC and adhesive Pool Dr charged me $57.74 which they debited out of my account then presented me with a bill for $297.46. TOTAL $355.20.....absurd!!!!!! I want money back as I was NEVER told the amount even when the tech was here. He said "I dont deal with the bill, home office does"?????? I had no idea how much this would cost or I would NOT HAVE USED POOL DR!!!!

  

  Business response

  03/04/2024

  Hello,

   

  Pool Troopers has handled this complaint already. I spoke to ************** personally and worked this out with her. This complaint is now null and void. Please close this case. Thank you.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with pool troopers on approximately 7/2/2015. The service was generally accepted with just a few issues that were addressed; however, in 2021 the service was egregiously unacceptable. They missed many weekly cleanings, took pictures of my pool without completing service, and did not control the algae growth with cleaning or chemicals. I stopped the service on 5/22/21 and wrote a Yelp review the same day. I spoke with the area manager and he agreed that the service was not up to expectation and would not charge me for **** I sold the house in October 2021 and never received a bill from the time I canceled service to the time I sold the house. However, I was contacted by a collection agency today claiming I owe them money. The invoice is dated 5/31/2021.

  

  Business response

  09/28/2023

  ****************,

  Thank you for reaching out to us. We have reviewed your complaint and see that the amount owed is a valid charge. Your service with Pool Troopers was being paid in arears- not ahead, as most people think. You had also missed an April payment that was due, and that open balance was carried to the day you cancelled. Unfortunately, it is a valid charge and will remain open until it is paid in full.

  Thank you,

  Pool Troopers

*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. ↩