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Aaron Pools, Inc.

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Reviews Aaron Pools, Inc.

Aaron Pools, Inc. Reviews (26)

Most of what Mr. [redacted] states is true relating to the home warranty call.  He did give us a credit card, however did not state to [redacted] NOT to run the card for the additional work nor stated he would send a check.  When the technician's paper work was turned into the office they we...

received together and as no notation NOT to use the card for payment which had been supplied to us, and no indication the home owner would mail a check, the card which was supplied to us was used for payment.  I explained to Mr. [redacted] this may have just been a misunderstanding because the technicians will note if a check is being mailed or not to use the same cc card.  Our technicians are excellent at making these notations and Aaron Pools has not stayed in business 35 plus years by theft!  I never stated that [redacted] did not recall writing "Net 10 days" because, again, this is noted on every receipt as are payment arrangements.  [redacted] stated he did not discuss with Mr. [redacted] that he was sending a check nor was informed not to use the credit card.  I would have let Mr. [redacted] come by the office but as irate as he was being we here in the office were fearful!  I did ask for another credit card/debit card which I would process immediately.  Once that processed through I would refund his original $400 immediately.  Mr. [redacted] adamantly refused this option.  I also offered that if he preferred to send a check I would refund his credit card as soon as that check cleared.  If Mr. [redacted] had the money in his account to cover the check, it seems reasonable the money would be there if we were provided a debit card to that account.  Mr. [redacted] again adamantly refused that option as well.

When speaking with him, I did repeatedly state I wanted to get this misunderstanding resolved but there was only one way he would accept and that was to refund his money without an alternate form of payment to Aaron Pools.  Aaron Pools would still be amenable to accepting an alternate form of payment and once that payment has completely processed through we would immediately refund his $400.

We were contracted by their home warranty company to replace their sand filter and when we called to schedule the appointment we did go over the haul away options with them. The home warranty company does not cover the haul away fees, so it's an additional cost to the homeowner of $100. We replaced...

the sand filter on 03/20/15 and at the time of service the homeowner denied the haul away, so they were not charged the $100 fee. We never heard anything more from the homeowner until last week (almost two months after the service had been completed), we received a call asking if we could come and remove the filter because they were taking pictures of their house to try and sell it and we told them that wouldn't be a problem they would just need to pay the haul away fee of $100. They didn't want to pay the $100 fee, so we told them that if they don't want to pay the fee then we're not going to remove the filter for them. We have no problem removing the filter for them, but they will need to pay the $100 fee.Thank you,[redacted]

We were contacted by Mr. [redacted] home warranty company to do a repair on his heater. When we scheduled the appointment the failure that was explained to us, was that the panel to the heater was not reading and nothing was said about a heat pump. We don't work on heat pumps and the home warranty...

company doesn't cover for heat pumps. If Mr. [redacted] wants a refund for the $75 service fee, that is something that he needs to take up with his home warranty company, since they are the ones charging him the service fee. That is a contract between him and the home warranty company.

We have been servicing this customer's pool for over a year now and we have always addressed any problems that have come up. As far as the home warranty call for their motor, I don't see any work order for a motor that we serviced. The last time that we were out at their property through their home...

warranty company was back in November of 2015 for a heater problem. The work order might have been sent out to a different company, but we were not the ones who serviced his motor. I have already credited their account for both services in July that were completed, since they were not happy with our services.

We have been doing weekly pool service for this customer for over a year now and before they called to cancel their services on 07/01/15 we had not heard anything from them since 09/01/2014. If the customer would have called to let us know that there was a problem we could have tried to fix the...

problem for them, but instead they just called and canceled very abruptly. We did service their pool every week in the month of June, and to our knowledge without any problems or concerns, which is why they were charged the regular amount for the month of June. We would have been willing to work with them to rectify any problems they were having, but unfortunately they did not give us the chance.

Aaron Pools is an awesome company. They are proficient, courteous, and want to ensure that you are completely satisfied with the work performed by their technicians. Our technician, AJ, is the best. He knows the business very well, is dependable, and just an overall fabulous pool tech

,

We moved into a new home and noticed the pool was not staying clean after daily care and brushing. Aaron Pools was assigned to me by my home warranty company. They sent the same service person on at least 4 separate occasions for the same problem. After 2 weeks of no resolution, I called another pool service company on my own. I was told that the part installed by Aaron pools was installed incorrectly and it was "negligence". I was also told that the "dirt" I kept seeing in the pool was related to filter which Aaron pools installed. I did not want to pay again to have the filter serviced so I have contacted my home warrant company who directly contacted Aaron pools and asked for a senior technician. I was supposed to get another call from Aaron pools today but have not.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business did not propose a resolution and the information provided was not factual. The technician was provided the new LED light inside the factory packaging which was clearly labeled 12v. I personally handed these items to the technician. In addition he was provided the instruction booklet which stated on page one a transformer was needed when installing the light into 120v. Also the original light was provided as it was left within 3 feet of the pool light housing upon the technicians arrival. 
If the technician realized it was a 12v light after he installed it into a 120v line why did he not tell us this? Instead he explained how he could not figure out why the light was not working and assumed the light was faulty when it was shipped. He then explained how we would have to deal with the manufacturer's warranty.
 
As a homeowner I have learned how to do common maintenance and in turn have learned when I need to call a professional. I assumed a professional pool service company would have the knowledge of how to properly install a new [redacted] LED light into an existing [redacted] standard lighting connection. Looks like my assumption was incorrect.
 
Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

[redacted], This is not true that how to make payment was not discussed with [redacted] who is the owner, I called [redacted] after he had installed the new equipment and sent me a picture of it, I responded by asking him how he wanted to handle the $400.00 payment, he said you can call the office or I will leave you an invoice on your table, I indicated that leaving an invoice would be better and not to debit my card without my authorization. That did not happen, I did not know they debited my account until after I received my check back in the mail. As far as I am concerned they debited my account without any authorization and they also debited an account that I did not want the money taken from. As far as being irate with them that is not true was I upset absolutely, they debited my account with out my authorization, in my belief that is stealing. They also would not give me an address where I could come and retrieve all my information, why? [redacted] also indicated that she did not care that I could not come by their office because they have been in business and did not really care what I thought. She did indicate that she would refund the money back to my account if I gave her another card number and I said no thank you, because I could not be sure that they would refund my account after they had already committed theft in my opinion, so no I would not give them a new card number and I said I would send them back the check once they refunded the money in my account and [redacted] said no way. So again I had no confidence in their business nor in way that they handle customers. The right thing to do would have been to credit my account then I would have sent them the check back, but [redacted] said that from the owner [redacted] we will never do that, so how do you trust or believe anything they say or do? What they did in my opinion was fraud.

October 2016: If I could give them -100 stars I would (fraud, deceit, liars, see below). My pool had turned green and I had asked my pool company to look into the problem. My pool guy stated that it was due to the pop up gear assembly needing to be replaced, as well as an issue in filtration (most likely grids needing to be replaced). Since I have a home warranty (AHS) and the grids would be covered under the warranty, I called AHS and they sent out [redacted]. By the way, before I get into the details, based off a friend who used to do warranty work, the more times the company is able to "turn down" work (i.e. say it's a separate issue and/or not covered), the higher that company is on the list to be called (this alone will make me not renew my contract with AHS, on top of the "companies" they send out).

So their "technician" [redacted] comes out and fixes the gear assembly, but tells me that there are nothing wrong with the grids. I find this funny, because that would mean that my pool guy was lying to me. I'm not suspicious of my own pool guy, so I ask him to check the filtration system (DE). He takes photos and shows me the issues, 7 of the 8 grids have major rips and need to be replaced, AND the plastic inlet on the bottom are cracked. Not only is there no way that Aaron Pools could have missed this, my pool guy said it did not look like "[redacted]" even opened it up to check. I called up Aaron Pools, hoping to speak to a manager or owner about [redacted], to let him know that their employee was literally committing fraud. The "secretary" I spoke to stated that the Owner was the Manager, and he only worked in the field. I asked her if I could send her some photos so that he could be made aware that one of his employees was falsely turning down claims, and she stated that she had no way to get them the photos. What??? In 2016, how can you not send a text or email with photos to your boss. I told her I wanted to show him proof, and she said she believed me and they'd be out to fix (leading me to believe that this is not the first time this has happened).

Three days later who do they send out again, good ol' [redacted] (you would think, since their website shows 9 people listed and they are a "family owned and operated business," that not only would they send out a different technician, but would offer me an apology, but you know what assuming does). [redacted] comes out, says he has to order parts, and will be a week before all the parts come in. I ask him if he is going to fix the parts he does have so that the pool pump can run, and he states that there is no way he's putting it together and then taking it apart again. Sigh, great customer service.

Anyways, the next week [redacted] says that he tried getting the grids in, but they don't seem to fit, so he's going to have to come back with a different technician (well it's about time). Apparently they fixed it the next day, because I never heard from them again. Of course they did leave all of their trash (old grids and the giant cardboard box that the new grids came in). Not once did I hear from a manager or get an apology. AVOID AT ALL COSTS!

We are willing to cooperate in any reasonable manner regarding this matter. We did not charge the home owner for our time and we have also offered to install the correct light for free, but we can't return a part that the home owner ordered. We have tried everything in our power to resolve this matter and again we are willing to cooperate, as long as the request is reasonable.Thank you.

I do apologize that you were unhappy with our services and we have already credited your account for both of your July services. You have already stated that someone came out through your home warranty to look at your motor, but that was not us so I'm not sure why we would be responsible for that. You would need to contact the home warranty company to find out who serviced your motor.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The haul away options that they went over included removing that sand so that the filter could be moved into bulk trash. They did not do this. We tried calling about a week after the service and left a message no call was returned. We tried calling again a few weeks later, no call back. I called on the morning of 5/7/15 and left a message. It was not returned. I called again that afternoon and finally got ahold of someone. She said that the technician notes clearly stated that the sand was to be removed and even where to put it. She said she would take care of it. I called again on 5/10/15 and asked for a call back on Monday morning. I received a call from the owner of the company and he very rudely explained that it didn’t really matter that his employees promised something he wasn’t going to “work for free”. 

Regards,

Pool water looks like a swamp. I call the Home Warranty Company (American Home Shield), it is going to be a $100 dollar service fee. Guy comes out, says I need new filters $100 apiece $500 total. Okay no big deal, I buy the new filters and pay the service charge.

One week later, pool looks like a swamp again. I call the Home Warranty place again, they send out the same guy from Aaron Pools, he now tells me the water is bad and we need to replace it, that will fix the problem. Okay how much is that going to cost me? $100 Service fee, $100 for the Chemicals and $100 for the pool pump to pump out the water. Okay another $300, no big deal.

One week later, pool looks like a swamp again. I call the Home Warranty Company, it is going to cost $100 again. Same guy comes out, "Oh hey, I see that you have a broken part on the bottom of your filter, the part is about $40 bucks. Once we get that fixed your water will run through the filter fine, and you should not have any problems. Total cost $100 dollar service fee plus $40 part.

I asked the guy if the part was fixed the first time would the other problems have been a problem, "He says no, because the water was not filtering out it was just coming in the filter and going back into the pool, never filtering the pool that is why your pool kept turning green."

They would not listen to my complaint, they only cared about collecting their $100 Service fee. You be the judge. Is that the service you want?

We were dispatched to Mr. [redacted]'s home through a home warranty company for a motor not working. When scheduling the appointment we were asked if we could also look at installing a light he had purchased.We showed up at the agreed upon appointment time and quickly repaired his motor and...

looked at his light.The home owner had already removed the old light and purchased a new one online. We usually don't like to get involved with situation where an internet mechanic has already dismantled something and ordered his own parts. Trying to be nice,we agreed to install the light he purchased for $89. Again the home owner already removed the old light and opened the new light and removed it from the box.We installed the light as directed. After installation we realized the light did not work. Upon further inspection we noticed the home owner ordered the wrong light. He ordered a 12v light for a 120v system, both the 12v and the 120v lights appear the same externally. We informed him he could order a transformer to make that light work, or if he ordered the right light we would install it for free. We do not know if the current light is damaged due to the incorrect currant or not. We did not charge the home owner for our time as a courtesy. The home owner is now requesting we supply him a free $500 light, since he give us the wrong one to install. That is obviously not reasonable and he is clearly looking for someone to blame for his mistake.

In response to Mr. [redacted]'s latest reply, I only relayed to Mr. [redacted] that [redacted] stated he was not instructed not to use the credit card provided to our office.  I did not tell Mr. [redacted] that I did not care what he thought of our company but did say that Aaron Pools has been in business over 35 years.  Again, a company does not stay in business all that time by stealing from customers.  I offered what we considered several fair resolutions to the misunderstanding in that Mr. [redacted] could send us a check and once that check cleared we would gladly refund his credit card.  If he gave us another card to use for payment, of course, I would immediately refund to his original card.  We are members of the Revdex.com and are members in good standing with ROC.  Taking into consideration the numerous messages left on our answering machine over the weekend when we state on our message we are not open on weekends, hearing Mr. [redacted] during numerous conversations, and not personally  knowing Mr. [redacted], we of course were reluctant to have this gentleman come to our office what with all the violence at businesses and schools.  I would like to think he was not a danger to us, but it certainly is something which needs to be considered.  Our office is NOT open to the public and VERY rarely do we have ANY customer come into our office.  I apologized to Mr. [redacted] more than once and offered everything we could to resolve the misunderstanding but he refused every possibility.  The only thing he would accept was his solution and, again, could we trust Mr. [redacted] to pay us after all his allegations?  Again, I have to wonder if the money was in fact in there to cover the check, a simple solution would have been to simply transfer the money on his end.  Although we did not want to impose on him to take care of it on his end with a transfer, it may have been one of the simplest solutions.  We do not know what more we could have done to rectify this matter.  All offers were rejected by Mr. [redacted].

I do apologize for any confusion, but our technician that was out at your property on 03/20/15 to replace your sand filter notified us that at the time of service you denied any of our haul away options and again you were not charged the additional $100 for those services. We have no record of any calls being made to our office regarding this matter until almost two months later, at which time we told you that we have no problem hauling away the filter for you for the agreed upon rate of $100, which you didn't want to pay. Again we would be happy to haul away the filter for you as soon as you agree to pay for our services.Thank you,[redacted]

This is false, as I had repeatedly called them numerous times about the poor service and the incompetence of their service tech.  I observed him from my window and he would just check the chlorine basket, and spend maybe tops 30 mins.  He did not even empty the leaf basket during these visits, or even mentioned anything wrong with the system. 
I specifically mentioned this to my number of calls that I did, as well my Wife.   I even went as far as taking to the service tech about these issues, and claimed there was nothing wrong with the motor.  GO AHEAD and ask the technician about that conversation.  I'm not lying or trying to scam anyone here... I would like compensation that is worthy of what I just paid to get my pool that was damaged from negligence of the technician not doing his job. This combination if issues, which I was paying dearly per month on utilities by having the motor running extra hard trying to pass into a clogged filter, or leaf basket.  All night during the cleaning cycle. 
I have attached most recent pictures of how my pool was maintenance..  One showing the Leaf Filter full of leafs right after he just serviced my pool.  I kid you not.  This is true.

Review: Aaron Pools was contracted to replace a sand filter through our home warranty company. When they called to schedule the work they offered a removal of the filter for $100. They offered to remove the sand and place it either in the rocks or pile it somewhere in the yard so that I could put the filter in my bulk trash. I told them that would be great. They put in the notes for the technician where to put the sand. After the filter was replaced they left it in the middle of the yard with the sand in it. My husband tried contacting them on multiple occassions and they did not return his calls. I called last Thursday and left a message. With no return call I eventually called them again. They finally answered, I explained what happened and she said she was very sorry, and that the notes very clearly said that they should have removed the sand. She said she would contact the technician and get back to me Friday. I did not hear from them Friday, assumed they took care of it. Got home and nothing was done. I called on Sunday night and left a message asking them to call me when they opened on Monday. The owner called and basically said he wouldn't take care of it because "he doesn't work for free." I explained that his office staff had offered a service and they should do the service offered. I am not asking him to do extra work, just the work promised. He just kept repeating that he doesn't work for free. The conversation was heated and it was going nowhere as he had no intention of completing the service.Desired Settlement: I am in the process of selling this house and I am now forced to hire another company to complete the work. I would like Aaron Pools to pay that bill.

Business

Response:

We were contracted by their home warranty company to replace their sand filter and when we called to schedule the appointment we did go over the haul away options with them. The home warranty company does not cover the haul away fees, so it's an additional cost to the homeowner of $100. We replaced the sand filter on 03/20/15 and at the time of service the homeowner denied the haul away, so they were not charged the $100 fee. We never heard anything more from the homeowner until last week (almost two months after the service had been completed), we received a call asking if we could come and remove the filter because they were taking pictures of their house to try and sell it and we told them that wouldn't be a problem they would just need to pay the haul away fee of $100. They didn't want to pay the $100 fee, so we told them that if they don't want to pay the fee then we're not going to remove the filter for them. We have no problem removing the filter for them, but they will need to pay the $100 fee.Thank you,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The haul away options that they went over included removing that sand so that the filter could be moved into bulk trash. They did not do this. We tried calling about a week after the service and left a message no call was returned. We tried calling again a few weeks later, no call back. I called on the morning of 5/7/15 and left a message. It was not returned. I called again that afternoon and finally got ahold of someone. She said that the technician notes clearly stated that the sand was to be removed and even where to put it. She said she would take care of it. I called again on 5/10/15 and asked for a call back on Monday morning. I received a call from the owner of the company and he very rudely explained that it didn’t really matter that his employees promised something he wasn’t going to “work for free”.

Regards,

Business

Response:

I do apologize for any confusion, but our technician that was out at your property on 03/20/15 to replace your sand filter notified us that at the time of service you denied any of our haul away options and again you were not charged the additional $100 for those services. We have no record of any calls being made to our office regarding this matter until almost two months later, at which time we told you that we have no problem hauling away the filter for you for the agreed upon rate of $100, which you didn't want to pay. Again we would be happy to haul away the filter for you as soon as you agree to pay for our services.Thank you,[redacted]

Review: Complete failure to provide the pool services for which they have been paid. I have been paying $80 monthly for Aaron Pool services to maintain the pool chemicals and cleanliness. They have not been doing either.Desired Settlement: refund

Business

Response:

We have been doing weekly pool service for this customer for over a year now and before they called to cancel their services on 07/01/15 we had not heard anything from them since 09/01/2014. If the customer would have called to let us know that there was a problem we could have tried to fix the problem for them, but instead they just called and canceled very abruptly. We did service their pool every week in the month of June, and to our knowledge without any problems or concerns, which is why they were charged the regular amount for the month of June. We would have been willing to work with them to rectify any problems they were having, but unfortunately they did not give us the chance.

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Description: Swimming Pool Service & Repair, Swimming Pool Equipment & Supplies

Address: P.O. Box 24151, Tempe, Arizona, United States, 85285-4151

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