ComplaintsforPool-Aid

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a 12 contract with Pool Aid in June of 2021 for weekly pool cleaning service. They were also to provide any needed chemicals to maintain the pool. They , however, never maintained the chlorine levels as they were supposed to do. On August 11, 2022 a pool tech came out on Thursday as they were supposed to. I noticed he had taken the pool filter apart to clean it. Luckily i checked the filter after he left because he had left the vent open and if the pump would have started it would have flooded my pool house (the pump and equipment is in the pool house). I closed the filter and started the pump. The pool tech had not reassembled the filter correctly and it leaked badly flooding the room. I called the Pool Aid company and asked if **** would call me concerning this problem. **** is the owner of Pool Aid.. I asked approximately 4 times for **** to call me . As of now he has not contacted and the receptionist said he probably wouldn't. On approximately August 16 2022 ***** (****** dad) and another tech came to my house to check the filter. I was concerned about what was going on so i watched as they took the filter apart. ***** exited the pump room quickly and said he had to get out of here.. I was confused at his actions and shortly he came back in. After a few minutes he turned to me and told me that i had to get out because he couldn't work with someone watching over his back. I stepped out but decided that this was my property and since they had messed up the filter once I wanted to at least see what was going on. ***** said he was the owner of the company and he did't have to do this . I told him to put the filter back as he had found it and to get off my property. I also told him i wanted my credit card reimbursed $135 for the remaining Thursdays they did not come. They charge for the whole month at the first of the month. I have called 4 or 5 times to get my filter fixed. \

  Business response

  08/26/2022

  There is a lot of missing information here sir. So our contract states Pool-Aid will provide balancing chemicals(not all chemicals, but balancing chemicals does include chlorine).. which we do, and always have. We have full digital records with date and time stamps of all weekly service visits ever performed, and every week this was emailed to the customer. The chlorine was balanced properly every single weekly visit, with full digital records always kept on both ends. On August 11th, the reason the tech left the filter apart ( and OFF ) was to return with DE powder, the filter media to re-charge the filter. He was planning on coming back same day, while pool was still off. Re-routing one of the owners, *****, to inspect and re-assemble to correct a drip leak( about 1 drop every 5 seconds ) out of the filter. Pool-Aid determined the filter needs to be re-assembled, lubed o-ring, apply and tighten filter clamp due to manufacturer specifications, per the user manual for the ProGrid filter. Customer refused to allow us to install filter band clamp how we need to properly do it, via tightening the bolt, and hitting the band evenly around the tank to allow for even-tightness. Since homeowner refused, and refuses to let us install the filter band clamp to manufacturer specifications. Due to the hostility(verbal and physical threat of assault) of the customer, Pool-Aid will be refusing to do further service. The assisting technician was concerned for *****'s safety and worried the customer was going to hit *****. ***** didn't feel this threat, but he was certainly concerned with the customers verbal volumes.

  The filter pump room is about 6ft x 6ft in area, with the filter, pump, and shelving taking up over 80% of the small room. It is very tight for multiple persons to be inside the pump room. We already had 2 people in the pump room doing the small repair(re-assembling filter band, lubricating filter tank o-ring, and tightening the band evenly.) ***** asked the customer to please give room to work... as the room is small. He said it is fine to sit right outside the door approx. 2-3 ft away, but just so Pool-Aid had room to work, and not risk bumping anything, or anyone, we simply need room to work. The customer immediately became very irate, raised his volume substantially, and in a very aggressive tone, begins telling ***** this is his property he can be where he wants.. etc.. Well, we are simply not going to work in an already extremely tight area, with someone 6 inches over our shoulder. This is not standard practice, efficient, nor even safe. Customer requested us to stop, so we did, and has been taken off schedule.

  Refund for 3 visits has been sent to credit card company, credit card refunds can take up to 10-14 business days depending on the carrier, however, Pool-Aid has already sent and processed this refund.

  Per the additional requests of the filter to be "fixed" this is correct- we have been requested to come back, however, with the temper issues, and also not allowing us to do the band tightening correctly, telling us we should do it not according to manufacturer specifications, Pool-Aid is refusing service moving forward for this customer. This is not productive, to try and do a job the incorrect way. For liability purposes, Pool-Aid will not be returning, just to be told to do the job wrong. We left the filter how the customer requested us, and watched us do so.

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