ComplaintsforPoolblu

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Poolblu for help with my pool heater that was giving a sensor error. They took my card info the hold my appointment with the tech. The tech came out a day late for the scheduled appointment. He was at the house for 5 minutes and told me I needed a new sensor and he would be back with the part. A couple days later he returned with the sensor which he replaced after about 10 minutes and he walked out the door telling me it was fixed. I went to check the heater to confirm and it was giving the same error. I chased the tech down in my driveway and explained that it wasnt fixed. The tech came back in for another 40 mins and proceeded to tear apart my whole utility room, remove the ventilation from the heater and then told me that I would need all new ventilation and I can no longer run the heater at all. The tech said he would be sending me a quote for the ventilation in a day or so. Over 2 weeks later, my card was charged over $500 without any authorization and when I called in I was told it was for the technician replacing my heat sensor. I explained how unhappy I was that I was charged this amount without permission and now my pool heater is more broken than before I ever called them. The woman I spoke to was extremely rude and told me that was my problem. I tried sending an email as well trying to get a resolution and nothing happened. After I sent a email complaining Poolblu responded telling me I need to find a different technician completely to fix the problem that they created.

  Business response

  05/31/2023

  Matter resolved privately between customer and **********************.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid ***** for a pool cover that isnt working properly ; Ive tried to settle this since April . I didnt want to pay the remainder 400 until I was satisfied . They told me if I paid the rest ? Then they would work with me . I paid the rest and they told me to pick up the pool cover . I asked to talk to someone higher up ? The receptionists said no for about a month ; then they said theyd send an email . I havent heard anything in 3 days. I asked to give me the name or number if the manufacturer . They said no . So now I have to pick up a faulty pool cover and hire someone else to install and try to diagnose the problem . Theres more ; but this is the short of it .

  Business response

  10/29/2021

  ID #********
  
  
  ******************************* <**************************************************************************>
  
   
  
  The customer reached out to **********************, after her new cover install, with concerns that the cover was made wrong for her pool size.  We assured her that the install went perfectly and nothing was wrong with the cover but she insisted that it didnt look right.  Poolblu told the customer that we would pass her concerns on to our management team, which was done.  Management decided the best way to ease the customers concerns would be to ship the cover back to the manufacturer.  Poolblu then, at no cost to the customer, uninstalled the new cover, boxed it and shipped it back to the manufacturer for inspection.  After the Manufacturer received the cover, they responded with.... the straps go straight across the cover so it would not be able to have some straps at 6' and some straps at 5'- different on the 2 sides.  Attached is a stock drawing of the cover we sent as goodwill so you can see they are the same size on both sides - ends are different than sides but that is all. This cover was manufactured correctly, and there is no warranty at this time.
  
  We emailed the customer the manufacturers response on 8/10/21 and offered to re-install the cover, again at no cost to her, once we received it back.  The customer was extremely dissatisfied with the response and continued to call Poolblu and yell at our customer care team.  After a while of the customers excessive calling, and our inability to make the customer satisfied, we informed her that, for the sack of both our interests, we would no longer do work with her. 
  
   
  
  Please let me know if you need any other information.
  
   
  
  Have a good day,
  
   
  
  *******************************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  6/2/21 paid 50% deposit for "epoxy resurface outdoor pool"7/19/21 they emailed they completed drain and prep--PoolBlu did not contact me to let me know they were going to begin. In a phone call they informed me there were some cracks that needed repair and they would do those for time and materials fee. I agreed to this repair prior to epoxy.pool was repaired and epoxy coated 7/23/21 8/3/21 technician **** confirmed in person pool ready to fill Friday 8/6/21, spoke with Violet via phone, she also confirmed pool ready to fill Friday 8/6/21 8/20/21. I emailed and called to discuss the peeling/bubbled epoxy over caulked areas and the tree needles/debris embedded in the epoxy around half of the pool at the water line. The technician present, ****, informed me in person that the epoxy failed, he apologized, said "that's my fault" and reported we "have been so busy"I received a response 9/10/21 with misinformation and a refusal to remedy the situation.

  Business response

  10/07/2021

  Elcano
  External
  Inbox
  
  *************************** <*************************************>
  12:28 PM (7 minutes ago)
  to JWerle
  
  ****,
  
  Thank you for your kind follow up this morning.  Our response information is below:
  
   
  
  Summary:
  
  The representations of the customer are incomplete and inaccurate.
  
   
  
  All work was performed properly and per specifications.
  
  The customer was advised of all scheduled work.
  
  The customers verbally abusive insistence, (screaming and cursing), against our strongest and repeated advice, was to fill the pool with water prematurely.  Our agreement to do so was made ONLY after repeatedly being berated, and our redundant clarification of our advice against doing so which contained the warning of the likelihood of surface failure.
  
   
  
  Our advice was communicated in writing in the original quote and TDS, thru sales engineers repeatedly prior to work start, and through out the work, surface application and curing process by our customer care personnel.
  
   
  
  The customer has not paid for any authorized repair work, (authorization mentioned and confirmed in her complaint).
  
  The customer has not paid for any labor or supplies for the work.
  
   
  
  A complete timeline, copies of and transcript notes are available for all written and spoken correspondence on this issue.
  
  Please advise if required or suggested.
  
   
  
  Thank you.
  
   
  
  ***************************
  
  Poolblu
  
           Water.  Worldwide.
  
  www.poolblu.com
  
  855-poolblu       ************
  
  ******************************************************
  
  (o) ******************
  
  (m) ************

  Customer response

  10/17/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Poolblu bid the job on 5/1/2020 for ******* we decided to not open pool and not do the work
  They rebid the job on 4/13/21 price went up to ****** no explanation for change just a year later
  On 7-19-21 they did step 1 and 2 on your quote. They did not schedule this with anyone but you showed up and did it. They dumped the demolished paint sludge in the yard leaving a toxic mess.

  On 7-21-2021 you said there were cracks and leaks  you asked for a T&M change order you billed $277.5.
  you did crack repair on 7-21-21 it took 1.5 hrs the pool is still leaking and loses about .75 per day
  on 7-21-21 they  put first coat of epoxy on
  on 7-22-21 they  put second coat of epoxy on
  on 8-3-21   a tech (*******************) came to site met with ******* and scheduled to fill the pool on Friday 8-6-21.  15 days after the second coat was installed.  
  On 8-9-21 ******************* came to site to do step number 6 but the pool water was 4 inches from the correct height to start the equipment and balance the system.
  8-10-21 ******************* came back started the equipment and did balance
  
  On 8-11-21 we noticed the epoxy failing. It had leaves in embedded in it on the side walls at the water line and it was bubbling in areas of the pool floor.  

  8-15-21 emailed PoolBlu to have written documentation of the the failing paint. I also called and was told somebody would return my call.

  
  On 8-20-21 the bubbles and leaves were pointed out to **** clark  he said I'm sorry this is my fault we have been very busy. I also emailed again, with photos.  Received an email stating "received"

  8-27-21 email from Violet of Poolblu explaining a tech was sick and would have to reschedule.  This was to address water level issue. multiple emails back and forth with no mention they were not going to address their workmanship failure.

  9-2-21 I emailed to remind them I am waiting to have the paint failure addressed.  Received an email that they would follow up.

  9-7-21 they requested final payment for the balance of the pool painting.  I emailed that I would like to know how they would handle the failure first. 

  PoolBlu had continued maintaining my pool, addressed a repair, and performed twice a week cleaning.  Yet they never made mention that they would not address the paint Failure. All maintenance bills were paid, as well as the 50% down paid for the painting.  They falsely stated the work was not paid for in their response to BBB.  payment for 50% down for the painting was paid on 6-2-21.  image of the email with the payment confirmation and date is attached.  
  
  On 9-10-2021 was the first response from Pool blu in which they refused to address their failing workmanship.  

  It is also important to note that the pool was never Primed before applying the epoxy paint.  I have reached out to other pool companies to removed the failed paint and re-do the work.  they explained the issue was most likely due to improper preparation and NOT curing time because it cured for 15 days.  ( recommendation was 5-7).  New quotes involve sandblasting the failed paint off and re doing the work next summer when they temperatures are warm enough.  ******** should perform this work themselves, or pay to have it done.  The pool is useless until this is done.  In addition to the issues in my initial complaint, we discovered the paint comes off on your skin.  An image is attached.    

  Regards,

  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩