Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I NEVER HIRED THIS COMPANY. MY ACCOUNT WAS ACQUIRED FROM MY PREVIOUS POOL CLEANER WITHOUT MY PERMISSION. ONCE CLEARCARE TOOK OVER MY POOL WAS CLOUDY AND DIRTY THE ENTIRE TIME. I CALLED AND EMAILED MULTIPLE TIMES WITHOUT RESOLUTION. MANY TIMES THEIR CLEANERS LEFT POOL EQUIPMENT FLOATING IN THE POOL OR FAILED TO RESET THE POOL EQUIPMENT. REALLY HORRIBLE COMPANY AND REALLY HORRIBLE CLEANING STAFF. I had Algae growing in the pool the entire time. When I spoke to the cleaner, he said he could not get into the water to scrub the stairs. Before this company bought the contract from my previous cleaner, I had been with the previous cleaner for about 10 years. ******* the previous owner and cleaner kept the pool clean and clear and they did excellent job all those years and I never had issues. This company took over for a short time and the pool was not able to be used. You could not see the bottom of the pool. It looked as if someone had poured several gallons of milk into the water. They have changed their name so many times. First to SNS pool care are and then Swim pure. They never answered calls. If you call and then push the button for current customer issues, no one would answer but if you pushed the button for new pool service they will answer. They ignored current customers. This bad company kept saying I needed a brand new pump and they could do it for $7000. I didnt trust them. Because I could never consistently got any resolution of the problem, I fired this pool company and told them to never come back. I hired another pool company called firefighter pools. Firefighter pools had the water clear within two days. He told me that the previous company was not correct in saying I needed a new pump. Firefighter pools said the pump was working just fine. I think these people were trying to get me to buy unnecessary equipment. It is a horrible company. Attached are pictures from sent emails about what the pool looked like:

  Business response

  09/30/2024

  Thank you for the opportunity to respond to Dr. Pena’s complaint.  We disagree with Dr. Pena’s assertions.  Here are the facts:
  
  Our company acquired Clear Care Pool Service in April 2023; Dr. Pena was a Clear Care Pool Service customer, and we continued to serve her until we cancelled her as a customer in June 2024.  We cancelled Dr. Pena as a customer due to 1.) non-payment on her account with us; and, 2) refusing to replace a filter that was not functioning, which rendered it nearly impossible for us to maintain her pool in a condition safe enough to use. 
  
  During her time with us as a customer, we completed a heater repair for approximately $700 on an older heater, which we recommended replacing.  We also notified Dr. Pena in December 2023 and again in January 2024 that her filter was cracked and needed replacement.  Dr. Pena refused to replace the malfunctioning filter, and her pool became increasingly difficult for us to properly maintain due to her refusal to replace this filter.  Dr. Pena continued to pay her bills for our services through April 2024.  Her credit card stopped working in May, and we cancelled her as a customer in June. 
  
  
  Dr. Pena has a remaining balance with us for services which we continued to provide through June.  We are willing to offer her a 25% reduction on her outstanding balance. 
  
  
  
  

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