ComplaintsforPatriot Pool Service LLC

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Patriot Pool company opened my pool on May 23, 2022 and I will admit it was in bad shape as my pool liner had ripped over the winter, however this is now Jun 12 and I have yet to swim in my pool for the reason I am about to state and show you. On May 27, 2022 I received an email from your company advising me my pool was clean, however when I arrived home this is what I came home to (see attached) XXXXXX & XXXXXX,XXXXXX, XXXXXX. I immediately email the attached pictures to your company email showing the pool was not clean. I called Lisa on Monday May 30, 2022 and was told it's going to take at least two more cleaning to get this corrected. I was not happy but I excepted it and waited for my next pool cleaning which was around June 4th 2022, this time I was told by the technician his battery died, this is what I was left with (see attached) XXXXXX. Again I called Lisa and was told they would send someone out. This time two technician came out and the equipment broke again, also they brought no chemicals because they told me I had to buy them from the company, which I was unaware of. See attached (XXXXXX) My pool stay dirty until I went to Walmart and brought a vacuum to attach to my garden hose and started to clean myself. I also brought what I could find of tablets. I had to cancel two pools parties and don't know when I will be able to reschedule as I cannot seem to get my pool cleaned correctly. I spoke with Lisa last week and was assured a technician would come on Friday June 10, 2022 to clean my pool, I waited all day and no one showed up, called Lisa back again, she apologized and said she would send someone on Saturday. Don and another technician arrived to clean the pool. Please see attached pictures is what I am left with. ******** XXXXX,XXXXXX, XXXXXX, XXXXXX. When I ask Don about the chemicals I was told he didn't bring them for my pool, because my pool was put in for a work order and not a cleaning.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/21) */ We have reached out to Ms. ******, her voice is full so sent an email and have not received a response. Ms. ******* pool was opened on Monday 5/23, at the time of our visit it was noted that the pool cover ripped over the winter. It was explained to her at the time that because the cover was ripped leaves and debris got into the water and it would take additional cleaning to clear the pool. Our system sends out an automated email after each service that stated "You pool is Sparking Clean and ready for swimming" she called to tell us that this was not the case, and it was explained to her that this was a system generated email and we would correct it as that is not always the case. Ms. ****** signed up for our Gold Service plan which includes 8 Bi-Weekly Service Visits in addition to the pool opening and closing, meaning that we were not scheduled to return until the week of 6/6. Due to the problem created by the rip in the pool cover we returned to her pool on Friday 5/27 and Wednesday 6/1 to continue cleaning at no additional charge in addition to her originally scheduled Bi-Weekly visit on 6/11. The chlorine that Ms.******* ordered to have onsite was backordered so we continued to add additional out of our supply at no charge to her. During this time frame Ms. ****** never communicated to our office that she was planning a party that she wanted the pool to be available for. We have always worked with customers to provide exceptional service regarding events, but the lack of communication to our office did not allow us to do so. As seen in the pictures Ms. ******* pool continued to improve with each visit and by 4th visit on June 11th her pool was in fact sparkling clean and ready for swimming. Business Response /* (1000, 8, 2022/06/21) */ ***Document Attached***

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