ComplaintsforRoyal Pools and More

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today on May 14th Royal Pools came to clean our pool. They did a terrible job! Absolutely horrible! Even worse they took a video of themselves cleaning while young children were outside! They had no permission to film minors mine or the neighbor children who were here at the time! I was present twice and they never asked me to film. They have the worst attitude and terrible customer service! Im embarrassed for them!

  Business response

  05/20/2024

  Pool opened - May 13th.  **************** was ok with filming and even mentioned he would do a testimonial after we build them pergola bc he liked our work.

  1st day of 3 day balancing - May 14th

  Pool cleaned but not completed

  Water balanced but chlorine was too high not swim safe yet (again 3 day process)

  The job wasn't done, the debris in the pool was from the debris on the cover. Debris on top of the cover will eventually make its way into the pool as the cover material rolls up on itself and we noted that they should get a cover cleaning and the office was to call with note. Before the office could call ***************** reached out within 10 minutes of techs leaving complaining about cleaning and video recording. We spoke to **************** that she was berating the team yet again and he said don't worry he will speak to her. Offered refund so we could part ways as every year this happens. We messaged ***************** as she kept harassing via text and email that we would show her video to prove that there where no children and to explain she signed a contract that we could film when we needed. We where simply filming for a promo video on cleaning pool no house no children. She threatened lawyers and that is where we stand.  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two ******* ago Royal Pools put a new automatic cover in on my pool. The first day that we used it the wear strip on the north side of the pool tote off. I found it at the bottom of the pool. I contacted Royal Pools and they came out to look at it and said that they would get back to me. They didn't. They also broke the cover rope guide that guides the rope that is on the sides of the cover via pulleys to a spool for when you open the pool cover. Never replaced it. The pool cover has a bracket with wheels on it to roll the end of the cover along when you open and close the pool that is attached to the pool cover with a reinforced mesh. This also tore within a few days. I have asked them numerous times to come to fix the pool. The pool cover manufacturer honored the warranty and sent me a new pool cover to replace the damaged one. Within a few weeks the entire north side of the pool cover threading that holds the pool cover to the mesh that is attached to the ropes that are attached to the spool that the motor controls started to fall apart. They refuse to come out and replace the pool cover. I've been trying to get them to do this for a while now. That's why this took so long.I gave them a chance to honor our contract and replace the pool cover. I even got the new cover on my own.********* Pool Covers is a decent company. No complaints about them. This is my third pool cover and I never had any problems with any of the other pool covers. Just this one because it was installed incorrectly.For some reason, *********** the service ******** of ********* pool Covers refuses to come out to replace the new cover. They said that they absolutely refused and will not replace that cover. That's discrimination. They wouldn't say exactly why. So ********** and Royal Pools are refusing to replace the cover. What is going on here? ********** came out and sewed the torn section of the mesh by the wheel assembly when it happened but won't come out now to replace it.

  Business response

  09/16/2022

  In regards to Mr. ******** complaint

  1- This cover was not installed 2 years ago, it was installed 6 years ago. It was installed properly as images where sent to the manufacturer from approval. To be clear this was on the initial contracted cover back in 2016.

  2 - The "wear strip" fell off a few weeks later not the same day. I understand that it is not supposed to tear off so easily but it can be accomplished a few different ways. First, It can come off by the client opening the cover too far. Second it can come off by rough concrete rubbing against the strip. I do acknowledge this piece came off but this is covered under the manufacturers warranty. My ******* would have to contact them for the warranty work to be completed. This specific repair requires sewing to the material which is done in a factory or by the manufacturers repair company. He was advised to do so.

  3 - Number 2 directly correlates with number 3. As I stated above the wear strip will come off if the cover is opened too far by rubbing the rope guides. In which ****************** is blaming us for breaking. According to my records my company replaced this with no problem even after we where blamed for breaking it. This was done because it was the right thing to do in this case. We also explained that the cover can not be opened so far. This is a common issue all cover manufacturers deal with unless there is a rope stopping system.   

  4 - As for the webbing that has the reinforced mesh. This again is a manufacturers warranty issue. Unfortunately this has to sewn as well. We stated he had to call the manufacturer and we also did as well. In this case the manufacturer admitted to having a stitching issue and sent him a new replacement material immediately. 

  Unfortunately ****************** is not being serviced anymore by Royal Pools and More because of disrespectful language to our employees. As you can see in the attachment the manufacturers warranty company has documented issues with his dog chewing the cover. Along with that they also have noted that he is flagged as do not service for inappropriate language. This is also true with the manufacturer from what I understand. That is three reputable companies that have flagged his account as do not service. 

  All warranties by the manufacturer where honored but Royal Pools and ********** both have the right to refuse work to any client. In this case we tried reason and assisted with the warranty. We just simply couldn't fix the repairs that needed to be fixed bc our company is not trained in those specific repairs. In return, our owner and employees were spoken to disrespectfully. Then the company who is trained on those specific repairs, documented his dog chewing the material had similar issues with language.

  We are respectable companies and do not deserve to be treated in the manner that this client treated in. 

*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. ↩