ComplaintsforPool Doctor Of The Palm Beaches

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Pool Doctor of the Palm Beaches built our pool over the last 1.5 years. There were delays and excuses one after the other. They have been paid in full. The spa does not work properly and as contracted; 1/2 of the jets to not turn on. They claim there is a clog in the plumbing and the original plumber must look at it. He showed up on 11/21 for 5 minutes but instantly left as there was some minor showers. They have yet to re-schedule my appointment and this has been going on since April 2022. I have emailed and called them weekly for more than 7 months now. The owner of the business, ***************, refuses to take any of my calls or return my emails. Today, I called the office and spoke with ***************************, office manager. She put me on hold to look at my two prior emails from the last two days. After 5 minutes on hold, another person came on the phone claiming to be ******* which is was not. This person, outright lied to me and said I was speaking with ******* but I know *******'s voice. When I asked her again whom was I speaking with, she then said the phone is not a good connection and hung up on me. I called back again 3 times, finally got ******* and after pressing ******* about this persons lie of who she was, she admitted is was *****. At no time was there a thank you for your business nor training on our new pool ever offered. This is a very shady company with shady workers and business practices. I do not know what to do at this point to resolve our issue.

  Business response

  12/19/2022

  Good morning,

  This was a warranty call that had delays only because of the nature of the repair. Technically this pool and spa combination worked perfectly fine at inception.

  The homeowner chose to use a weekly service company that we believe we didn't maintain this pool correctly as we had to visit in the past and the pool had algae and debris through the pool water and surface. Now we are not saying that the pool spa jets (2) got clogged because of this, but it's rare that something like this happens. For the record, during construction we passed all of our inspections.

  Now ********************** only real complaint is the timing and timing delays that occurred to fulfill the warranty issue.We just wanted to take the least invasive approach to correcting the flow of water.
  

  In any event this warranty issue was addressed on December 8th, 2022.

  Attached are the spa jets operating properly.

  We spoke with ********************** and let him know it was taken care of. (who doesn't reside at the present time at this home) and informed him that all was operating.)

  Thanks

  Makaya

  
  

   

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Nov 2021- met with **** to choose pavers for pool Sept *****, 2022- dug and installed pool Sept 13- spoke to **** about pavers, where he informed me that he needed to follow up with paver company bc they have been misplacing orders Sept 15- I texted **** to remind him of pavers so we weren't waiting on them to complete the job Was told the pool would be running by the end of the week, wasnt running until first week in November Continually had to call to keep company on track and completing tasks in a timely manner Oct 14- I was contacted by an employee who wanted to confirm the color of the pavers we ordered (THEY STILL HADNT ORDERED OUR PAVERS!!!) I sent her the color we ordered and reminded them that we ordered a flat paver with no beveled edge followed by a photo example to confirm 10/17 Paytra contacts me with a replacement paver company that can provide pavers quicker than our previous company we picked from. She presents a color of pavers similar to the McKensie blend color we chose. I confirm that it will not have a "beveled edge" and she says that it will not be beveled so we approve the color.11/9 paver install begins- WRONG PAVERS. I call the company to inform them and send a photo to show. ********** keeps working 11/10 paver crew finishes, I call company again to tell them the pavers are incorrect.11/21 we learn that the company never ordered a form board survey of the footer they installed so now we are having trouble getting our porch installed and worry about upcoming inspections Pool still isn't complete. Skimmer and pump are leaking and company will not finish until we pay the remaining $2400 Pool doctor refused to remove and replace with correct pavers, offered a $500 credit toward a heat pump. This is not an adequate compensation for such a huge mistake. I refuse to continue using them for any services and would like a cash refund of $4000. Cost to remove and install new pavers would be over $12,000 so I find this to be a very fair request.

  Business response

  12/19/2022

  Good afternoon,

  To get to the point, we are only a pool contracting company, we did order the pavers for her deck in advance but the manufacture had numerous delays, and thus informed us when we were to receive these pavers that it was going to be another 16 weeks before they would be available.

  We informed the customer and she chose a different paver instead. Although she approved the pavers, she was not happy with the edge of the pavers and wants a new heat pump at $5500 cost. We offered to split this cost and the homeowner has decided against this.

  We have proposed to the customer 12/19/22  to forfeit the $2400 that she owes and is in default of the contract and late fees were removed if she accepts this proposal to amend the situation.

  Hopefully this solves any issues with the customer and they are happy going forward. At the end of the day all of the owrk was performed to the highest degree of professionalism, the customer just wasn't happy with the smoothness of the pavers chose secondary to the original choice.

   

  Thanks

   

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After missing a week of pool cleaning for months and still paying for no show visits. They basically called us, their client liars when billed for a visit that never happened (we were home the whole day and video surveillance to prove no one cleaned the pool). Left messages for the owner ***********************, but he is way too important to call his customers back....The MOST DISHONEST COMPANY I HAVE EVER DEALT WITH

  Business response

  06/22/2022

  **************** was a customer since May ******************************************************************* January Pool ********************** merged with *************** and we did have some change in service technicians. The service technicians use an app called Skimmer where they log in and the homeowner receives an email that the pool was serviced. But we are still learning the app. The last service visit logged in was 5/2/22 and the photo shows the pool was clear and serviced. I see that **************** was on auto pay and was charged on 5/9/22. I will make sure to reimburse him. 

  I do not see any visits that were missed. Again we are disappointed to lose **************** as a long time service customer. We have an office that is opened from 8am-4pm and someone always answers the phone and returns calls. If he was calling Scotts cell phone we have no control over that. 

  Sincerely

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

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Pool Dr. has serviced our pool from December of 2010 until March 2022 when they informed me that they could no longer service our pool due to a staff shortage. Whenever we were informed that the equipment needed to be repaired or replaced we always went with the technicians recommendations. Last March 2021 The Pool Dr. resurfaced our pool. In December of 2021 The Pool Dr. sent a different technician to service our pool and since that time the pool was severely neglected. I notified the office several times by phone in late December of 2021 that the pool was not being serviced properly. Algae was forming on the sides and bottom of the pool. I was assured that the technician was cleaning the pool and told that he would be sent out to treat the issue. In early January I sent them an email with pictures showing them that the pool was not being maintained . The technician finally started cleaning it in late January and early February 2022 and the water was clean and most of the pool surface was free of algae. Then by February 23rd 2022 the pool was dark green again. I was very concerned that the pool would have permanent staining on it’s surface since the pool was neglected for such a long time but was assured that staining would not occur. In March of 2022 The Pool Dr. told me that they would no longer be able to service the pool. They gave me little notice to find a new company and left my pool absolutely disgusting. It was dark green and filthy. I called them on March 7th or 8th and literally begged them to make sure it was clean before they stopped servicing the pool. I told them to take pictures of a clean algae free pool so that we would all have proof of no staining but they never did. I hired a new company and they were able to clean the pool but staining did occur. They scrubbed it and treated it with chemicals many times from March 14th to the present day. The Pool Dr. refuses to take responsibility and it is 100% their fault.

  Business response

  05/05/2022

  Pool Doctor has been servicing Mr. Piazza's pool at *** ********** ***** since December 2010 and we appreciate his loyalty with us. This is an older style pool and only circulates through the skimmer because there is no main drain. So anytime the pool gets really dirty (due to weather, deck being cleaned, etc.) it takes more time to clear up because circulation is only through the skimmer. There has been several times we ran into this issue with his pool BUT we were always able to clear up after a few visits and he was never charged for any additional service. Back in January we had to change the pool tech for his pool. The pool did become green for a few weeks but the pool tech was going out every week to do the necessary service and add the necessary chemicals. We received photos on 4/15/22 the pool was clear. I did see a small area that looked like algae. My response to the homeowner was this is something his existing company should be able to take care of with chemicals and brushing. In order for staining to occur, the pool would have to sit for at least more than 6 months with algae but that was not the case here. We have terminated service as of February 2022, we no longer had a tech that could service his area. 

  Of course we did not want our relationship to end like this and we even tried switching to a different tech but unable to do so. 

  Thanks

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

  Office Manager

  (561) 586-2815

  Business response

  05/10/2022

  The pool was not green for 3 months. See attached photos which were taken 2/1/22. It started to turn green shortly after. We always aim to be fair. I will have the technician go out to treat the algae.

  Thanks

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

  Customer response

  05/11/2022

  
  Complaint: 17066454
  
  I am rejecting this response because:
         I am rejecting the response until ******* ****** clarifies herself in her proposal. I was very clear in my last complaint as to what I expect and will accept. I want the 3 large stains that are in my pool to be completely removed. These stains were caused by the neglect of lazy incompetent technician that ******* ****** sent to service my pool. 
       She can send someone out to remove the stains but if that does not work then she needs to commit to following up with the other two measures that I outlined in the last paragraph of my previous response. If she confirms that she will follow through and make sure that all the stains are completely gone I will absolutely accept.
       The current pool company servicing my pool has done a great job and the stains have lightened up but are still present. He is unable to totally remove them. 
       I have been very patient  throughout this mishandled mess that ******* ****** has put me through over the past six months. I have been extremely honest. I have said nothing that I cannot confirm. My pictures show three months of an algae filled pool. I said in both of my last two complaints that the pool was clean and clear for a short time period in late January and early February. I don’t know if the stains existed in the short  time it was clear because I could not tell from the pictures that were provided to me. I can also back up my claims with my previous tenant, the contractor that was remodeling my house and his team of employees. ******* ****** needs to own her mistakes correct them and move on and stop being so argumentative and confrontational.
       Please have ******* ****** respond as soon as possible and let me know what day and time someone will be able to go to the property and try and remove the stains. I will confirm with my tenant. I believe that Wednesday and Saturday are good days for them. 

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Biggest regret was using a pool maintenance company for an install project when they lack a project manager. We contracted for a complete in-ground fiberglass pool including pavers and pool screen in February, 2021 by Adams Pool Designs, who works under the Pool Doctors of the Palm Beaches business umbrella. In 8/2021 we had to drive 120 miles r/t to select the pavers. The pool/plumbing/electrical were done and inspected in order to move to the next phase. The pool sat for weeks with nothing being done and the day before the paver install they called to say they never ordered the pavers and that it would 3 months to receive them now! They advised that the ONLY options was to wait the 3 months or use the ONLY paver available. We opted for the only pavers available. Pool Doctors never advised the paver installers about the $3,500 change order to extend the pavers and only did the pool deck even though we paid the extra $3,500 the week before the new pavers were even ordered! Also, they did not order enough pavers and we had to wait an additional 8 days for the rest of the pavers to be installed. We were also advised that they knew nothing of a pool screen because they do not install pool screens even though they poured the screen enclosure footings and it is listed on the Adams Pools job specs (see attached). We will now scramble to find a screen contractor. So, for the past 6 weeks we are still waiting for the final clean and startup. Every week we are told it will be this week and nothing happens. Another promise "this will be the week" but that week goes by and nothing at all. Here we are at week 6 of completion and still no date as to when final clean/start will happen. The pool should not be sitting all these weeks when all that was left was to clean/start up. We have paid $65,000 thus far and still do not have a useable pool!!!

  Business response

  02/28/2022

  Pool Doctor of the Palm Beaches is a licensed and insured Pool contractor. We have spoken to you on a weekly basis if not daily and tried updating you the best we could. Last update was as of today.  We actually just got off a 20 minute phone call with you this morning and we explained the status of your job.  Your pool has been completed we have been trying to schedule Blue Dolphin Pools (who are extremely busy as well because they are close to where you reside) to come out this week to clean the pool, they just confirmed to come out Tuesday, which we spoke to you by phone, but the screen is still your responsibility. We do not install screens, we have to submit this to Indian River County building this is why it is on your contract but the client is responsible to contact a screen company to install. You did hire a screen company and they went out of business, Again, not our responsibility. We also gave you other screen co. recommendations when you called.
  There was no way for us to know when you signed your contract if the pavers you chose were in stock. We were going above and beyond for you and scheduled our deck crew and you said you didn’t care what color of pavers that you just wanted it done.  You wanted to extend your pavers so the $3452.00 is a change order for 4ft. of extra deck you requested.  This was not an additional cost, this was a change order.  
  We have 2 inspections left, we just called in an inspection for you today (which we spoke to you about by phone) and will call final when your balance is paid per your contract.  When we emailed you and also spoke live with you regarding the balance due and you didn't respond by email or verbally during our good conversation today, then we see this complaint to the BBB.  Now we are confused. 

  Customer response

  02/28/2022

   
  Complaint: 16815157
  
  I am rejecting this response because: you did not call weekly or daily! It was us who had to call for updates. Yes we spoke today and again made promises. Once the pool is clean and running and we receive the pool paperwork we will be more than happy to pay the balance immediately as we did with all payments. There was absolutely NO proper management of the project. Also, you had plenty of time since August 2021 to order pavers. 
  
  Sincerely,
  
  Kim Sands

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