ComplaintsforMonarch Pool Care, Inc.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/22/22, Monarch Pool closed my pool. As part of the closing, they added Turbo Shock directly to the pool, and per discussions with the owner, circulated the chemicals and then closed it. As part of the process, they tested the pool water and sent me an email showing there was 3 PPM free chlorine in the pool which is within standard. I added no further chemicals after they closed the pool. On 1/3/23, the pool cover was pulled back by River Pools to perform some work. At that time, it was discovered that parts of the pool bench area and deep end were bleached white. I was told repairs would cost $**** + water cost (~$***). I gave Monarch Pool multiple opportunities to try and remove the stain based on their discussions with the pool finish manufacturer- Ecofinish. These efforts did not work. Monarch Pool also asked for an estimate for repairs which I provided. I assumed this meant that, at that time, they were willing to help pay for the repairs. In addition, they had multiple conversations with the SE Regional Rep for Ecofinish. I contacted the same Ecofinish rep on 4/25/23 and was told that based on his discussions with Monarch Pool what occurred was when Monarch Pool circulated the broadcasted chemicals, they settled in concentrated fashion on the bench and trickled down to the deep end bleaching the pools. He also said the shock they used was a brutal and aggressive oxidizing agent that will bleach pools and should never be tossed in a pool and left. Monarch Pool Care said the turbo shock company manufacturer told them their product would not cause damage. However, I contacted the manufacturer within a week of 1/3/23 and was told they would never recommend adding their shock to their pool if not running the pool pump for 24 hours and doing what Monarch did was not best practice. The directions on the back of the product also state that product is to be dispersed evenly and any granules that settle to the bottom of the pool are to be dispersed with a brush.

  Business response

  05/30/2023

  Response From Company:
  
  
  We are writing in response to Complaint #******** from Mr. Mark *******. 
  On January 3rd, 2023, Monarch Pool Care received a phone call with a request to talk from Mr. *******.  He followed with an email that included a picture (see attached) of fading on his fiberglass pool surface limited to the southeast area of the pool.  The fading was limited to transitions from the floor to wall along the deep end of the pool and the transition from the bench seat to the pool wall right above.  There was no fading anywhere else in the pool. This complaint included accusations from River Pools, the pool company who was rendering warranty repairs to the paver-style deck along the same area of the pool and had to remove the winter cover to expose the pool.
  
  Len, the Vice President of Monarch Pool Care, visited Mr. ******* on January 9th, poolside to personally address his concerns.   During that visit, Mr ******* provided background.
  - River Pools Installed the Pool
  - River Pools installed the ecoFinish coating as part of a settlement with Mr. ******* because the original pool surface failed.
  - River Pools was on site during January 2023 repairing the paver deck.  Part of the removal and replacement process resulted in stone and related debris left behind in the pool on the southeast side of the pool.  Deck debris was still visible on January 9th.
  
  Prior to the Jan 9th initial visit, Monarch Pool Care was unaware that the fiberglass pool had been re-coated with the ecoFinish product.   According to Monarch Pool Care’s most recent electronic files, Monarch Pool Care closed Mr. *******’s pool on three prior dates:  Oct 2, 2017, Oct 12, 2020, and Oct 11, 2021.  Poolife Brand Calcium Hypochlorite based Turbo Shock would have been used on each of those occasions as part of Mr. *******’s pool’s winterization closing.  Mr. ******* mentioned no complaints, although the closing reports identified Calcium Hypochlorite use when it was required.

  Len advised Mr. ******* that the chlorine shock used at closing is Poolife brand Turbo Shock, that it is the highest quality shock, that it dissolves quickly, that Monarch Pool Care has never seen this happen with Turbo Shock in any other application and that Monarch Pool Care would nonetheless attempt to help (just as it always does when a client is in need).   Mr. ******* was advised that Len would be attending an annual educational event provided by the Pool and Hot Tub Association (“PHTA”) soon and that would give him the opportunity to ask for help directly from the ecoFinish manufacturer who would likely be attending.
  
  On January 24th, at the PHTA conference, Len met with the S.E. Regional representative for the ecoFinish product.  The rep was cordial, seemed willing to help, volunteered information that he travels to VA Beach regularly and may be able to stop by Stafford, VA to observe the issue if needed.  He then suggested it may be a stain and suggested a stain treatment.
  
  Also, on January 24th, Len had a face-to-face meeting with Monarch Pool Care’s Poolife Turbo Shock manufacturer’s representative AND their CHEMIST who was at the educational conference.  Len verified what he learned from years of training and practice, that indeed, the Turbo Shock is designed to be directly broadcast into the body of the pool.  The chemist confirmed Monarch Pool Care’s understanding.
  
  It is important to note the instructions on the packaging of Poolife Turbo Shock products explicitly states in a stop-sign styled alert, “DO NOT MIX with other products or dissolve before use”.   And, within the directions for use, it states, “Do not pre-mix this product before adding it to your pool or skimmer”.   It also states, “If any granules settle to the bottom of the pool, use brush to disperse”.  During our conversations with the manufacturing company chemists, we understand that the chlorine content of the Turbo Shock product dissolves immediately upon contact with water.  ANY particles that would settle would be very small amounts of calcium.  The amount of “bleaching” in the pool would not have been caused by calcium nor would it be caused by normal pool-closing chlorine shock treatment.  Furthermore, if the product was, as stated during Mr. *******’s conversation with the ecoFinish representative, “a brutal and aggressive oxidizing agent that will bleach pools”, why is it considered one of the best chlorine products in the industry?
  
  Even ecoFinish does not prohibit the use of Calcium Hypochlorite, only noting that the product not be used “over an extended period of time”.   Available on-line, ecoFinish’s warranty states that:
  Chemical Resistant – The Products will not significantly deteriorate due to exposure to appropriate swimming pool chemistry additions.
  Chalk Resistant – Product Colors will not chalk.     
  
  On February 14th, based on the ecoFinish rep’s advice during the face-to-face meeting at the PHTA educational conference, Len applied Natural Chemistry’s Stain Free (ascorbic acid based) product to a small portion of the affected area.  We also followed-up with the ecoFinish representative by sending him the negative test results and asking what next-steps might be used to help the client. 
  
  On March 6, during a follow-up call, we reached the ecoFinish rep who instructed us to lower the pH and apply ascorbic acid (in the form of crushed Vitamin C tablets) to a sample of the affected area.
  
  On February 10th, we lowered the pH in the morning, circulated the water in the pool and, later that day, applied the Vitamin C as instructed.  The test was negative, again.  We recorded the water test procedure, the test process, and the results of the test. 
  
  On March 12, March 31, and finally on April 8 we repeatedly re-sent the February 10 test results to the ecoFinish representative asking for his visit but received no response.  Finally, on a follow-up call, he acknowledged receipt of the latest data.  Contrary to his representation at the educational conference, he now refused to visit the ******* pool and became combative when pressed for help.  Len advised Mr. ******* of the conversation and that there was nothing more Monarch Pool Care could do to help. 
  
  After receiving the notification from BBB, we reached out to the Turbo Shock manufacturer’s technical staff who stated, “…that this is not caused by using 1lb of turboshock since from what I can see the fading is gradual from the dark to the light side and it is very uniform. They need to work with the company who painted /gelcoated the pool to figure out what is going on.”  
  
  Calcium Hypochlorite based Turbo Shock has been used in Mr. *******’s pool on multiple occasions prior to the ecoFinish repair, with no repercussions.  Additionally, Monarch Pool Care regularly uses and recommends its use on thousands of occasions in all types of pools, including white and color Fiberglass, Above-ground and In-Ground Vinyl Liner, both White and Colored Plaster, Pebble-Tec, and Diamond Brite Colored Plaster Aggregate.   The chemical manufacturer, Solenis, is one of the largest and highest quality providers of swimming pool chemical products in the United States and internationally.  There are currently thousands of Solenis dealers across the US and Turbo Shock sales number approximately 20 million pounds per year annually, nationwide.  Accordingly, this product is used in hundreds of thousands of pool applications every year without issue.   
  
  Based on the information provided herein we believe it is far more likely that a failure has occurred in the ecoFinish coating than an issue caused by the 1 lb. of shock used at Mr *******’s closing and would highly recommend he revisit the situation with that company and its installer, River Pools.
  
  Monarch Pool Care is often asked to help with after-the-fact problems to rectify pool issues.  Our 17-year A+ BBB Rating plus our 4.9 Star Google rating can attest to our commitment to quality service.  We helped Mr. ******* at no cost and with no expectation of return, other than to assist and retain a client and maintain our excellent reputation for customer care.  

  Business response

  06/08/2023

  Dear Mr. *******,

  Please understand, our unwillingness to take responsibilty for the failed fiberglass coating product used in your pool does not mean that we do not care about our relationship or our dedication to you as one of our valued customers.  When you reached out to us with your concerns we did not ignore your request.  Rather we addressed those concerns in a timely fashion, visiting on a few occasions, at no cost, to test the pool surface per recommendations from both our Solenis chemical partner and the ecoFinish representative.  Additionally, on your behalf we made inquiries to industry professionals via phone, e-mail, and in face-to-face meetings at our annual conference to try and identify the cause of the pool finish fading as well as to determine a way to treat the issue for you.  Monarch Pool Care even dewinterized the pool system for you this season at no charge to try to assist you further.

  Ultimately we believe in the conclusion of our tests and the information gathered from our inquiries with industry colleagues and chemical representatives that indicate the issue resides in a failure of the ecoFinish product.   We respectfully recommend again that you seek resolution with ecoFinish through their warranty process.
  

  
  

  Customer response

  06/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 19979826, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is common knowledge not to add shock to the pool without dissolving first. But for the fact that they added shock in this manner, we would not be having this disagreement. Also, the only reason I allowed Monarch Pools to work with Ecofinish was that it was my belief they were going to take responsibility. So I thought they may be able to reduce that impact via discssions with them. Unfortunately, their interaction hurt my chances of gaining assistance from Ecofinish. The Ecofinish rep reportred to me that they informed Monarch Pools that their actions as described caused the damage. He also said he got frustrated and stopped communications once it became obvious that Monarch Pools was trying to get him to only provide responses that suported Monarch Pool's case. The easy thing to do is one more test. If Monarch Pools is so confiedent that they caused no harm, then they can add more shock directly to the same area and see what happens. If it discolors the same, then they should cover the repairs. Seems like no risk on their part based on their response.
  
  Regards,
  
  Mark *******
  
  
  
  
  

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