ComplaintsforAbsolute Pool Care LLC

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired to open my above ground 23 foot pool. 4/7/23 Paid $100 DEPOSIT 5/11/23 Company told me I needed to do "Green ** Clean" instead $799 + $52.93 tax less $100 deposit for $741.93 PAID Green to Clean charge for backwash hose $45 PAID **Green to Clean did NOT work as advertised. Basically I paid $800 for nothing. They didn't offer a refund. Instead they complained how busy they were and how this was costing them money too. They had a huge piece of equipment on my deck for about 3 weeks. Company then said to drain half the pool, and fill it up with my own water. I did so. It still was unswimmable. Company then said to drain the entire pool, then fill it up with my own water. They assured me they would pay for my water bill for this time.Meanwhile, I asked for sand filter replacement. *********** 6.6.23 $426.50 NOT YET PAID.Drained pool, filled it up. Owner of company told me to "just send the water bill over to them and of course they'd pay."I waited until i got the water bill, then texted them but they didn't see texts apparently. So I emailed the water bill.Instead of paying they named an arbitrary number, less than half of the water bill.I said that was not what they promised.They then CALLED MY WATER COMPANY to ask what I paid on average per month! I have only lived in the house since April, 2023. The company claimed I paid $100/month (untrue).Here is their email:"After reviewing your pool gallons... At the rate you're charged for water of $0.77/100 gallons, that comes out to $161.70.So instead of $131.66, we will take off $161.70 from that invoice. American Water informed us that you're using roughly $100 per month in water, so it stands to reason that the remaining $100.00 of the $267.76 would be every day usage (showers, dishwasher, sprinkler, toilet, etc.), not what was used to fill the pool. "I would like them to pay my water bill *as they promised.* The entire thing has been a disaster. Green to Clean was $800 and didn't work!

  Business response

  08/08/2023

  Tell us why here...After reviewing Dianas complaint, we have the following to offer as our response.
  
  The owner of the company, ***, was out at *********** on more than one occasion cleaning, diagnosing, and offering options.  The reason she was given the Green 2 ************* was because draining an above-ground pool is always a LAST resort option.  The reason for this is that above ground pools are inexpensively made, and with reduction of a large amount of water, always run a large risk of collapse.  Part of why we offer the Green 2 ************* is to avoid pool collapse situations.  

  The Green 2 *************, did, in fact, work.  It worked for a day or two, until the conditions of her water took over the colossal amounts of chemicals we put into the water to rectify the issues within the same.  It was then that we realized that more stringent efforts were necessary. 
  
  As of now, only symptoms have been treated.  The source of these issues has not been rectified, and we are certain that this will occur again until the root cause has been remedied.  Until the trees that are way too close to the pool are removed or trimmed back, this will continue to be an issue.
  
  Draining half of her pool was our first recommendation, as again, draining an above ground pool is never the ideal situation, and generally, draining half of the water is enough to rectify problems similar to *******  When that still didnt clear the issues, we had to move to a more drastic full-drain of the pool. 
  
  As a business, we are required to do our own due diligence, so we did call American Water to ask how much they charge ***** for water so we could more accurately reimburse her for the water used to fill her pool back up.  American Water informed us that her average usage was ***** gallons a month, even with the partial month she had service in April.  Basic math worked out to the same for that partial month.  The water bill she sent us was for 2***** gallons. 
  
  At a rate of $0.77 / 100 gallons, we offered ***** $161.70 to pay for the water needed to refill her pool one and a half times.  This is directly related to her pool being ****** gallons and her needing to fill it with ****** gallons in total.  ****** gallons at a rate of $0.77 / 100 gallons is $161.70.   
  *****, in her emails, claims that she has now had to fill her pool twice.  She had to fill it halfway once, and completely once.  Not two full fills.  She also claims that half a pool fill cost her $100.00.  At ***** gallons to fill half her pool, at a rate of $0.77 / 100 gallons, that would be $53.90.
  
  The 2***** gallons on her bill included ****** gallons for the pool and ***** gallons of everyday use.  We never offered to reimburse her for showers, laundry, cooking, or anything else she uses water for on a daily basis. 
  
  Absolute **** care sent ***** a check for $161.70 on July 31, 2023.

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