Azul Pool & Spa Services

To whom it may concern: Our technician did set up this customer on weekly pool serviceOur technicians’ do everything on our phone so it is no big surprise that he was using the phone through this processWe record Ph, total Chlorine, free chlorine, Total alkalinity, cyanuric acid, and hardnessWe also record all of the components to equipment so we have it on record so if there is ever a repair issue we have the right parts on boardWe make sure the pool light works and make sure it is properly grounded to keep the customer safeAlso, we take pictures of everything that stays in that customers fileThis is the technological age and we use the technology to our advantage We never called this customer a liar nor do we ever say anything like thatWe never tried to sell her dual timers for her poolDuel timers do not even make senseWe explained to her that we run the pool filtration after every visit to mix the chemicalsAcid is heavier than water and if we don’t run the equipment the acid will settle on the bottom and eventually ruin the surfaceWhat we were saying is that we could sell her a set of timer trippers (retail cost $9.99) that we can place on her time clock that will turn off a couple of hours after we leave on the service dayWe did not adjust her timer or reprogram like she is trying to sayWe were accused of being the liar We did not cancel the pool service on this customerShe left a voice message that we still have recorded on our machine stating she wanted to discontinue service immediately and that she had put a stop payment on the check she gave us The supervisor talked to her after but that was not good enough she wanted to go higher We did exactly what we were hired to do, we called and talk to her several times, and we explained her the terms of the service At this point there is nothing we can do for this customer Thank You [redacted] Azul pool

Revdex.com: 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 representative did offer to put in a dual timerI had mentioned I was on the [redacted] budget plan and could not have the pump running long in the summer between to and during the winter to nto nineThe pool timer has always been set from 9:pm to amThe rep said he had to run it for hours and cleaning so he offered dual timerI declinedI turn the pool off after a couple f hoursWhen I cam home at 7pm the pool was back onHe timer was now set from 7pm to 6:am I was upset because on the [redacted] budget plan you pay a lot more violating the hoursI did call and leave a message that I felt like cancelling my check, which I did not doI never heard from the company; I called a few days later and spoke to the receptionist who informed me she had cancelled my serviceI asked about the dollar checkShe informed me I did owe them $I said fine send me back the extra $I was advised by the receptionist ( the only person I ever talked to) was that I needed to speak to a supervisor, however none were available, they would be in that afternoon and someone would call meNo one calledI never asked to speak to a supervisor, never spoke to oneI called two more times asking for my $I received no response from the companyAll I want is my overpayment of $The company should have handled it with my 2nd phone call Regards, [redacted]

At Azul pool we always try to work with our customers. Azul pool tries to provided the highest quality customer service and value we can. We are sad to see a customer leave so soon after not using our services at all. We thought that selling her an extra pair of on/off switches (for under $10.00) would have solved both of our issues of power usage and chemical damage on her surface.  We have mailed a refund of $20.00 for the difference of service.

To whom it may concern:
Our technician did set up this customer on weekly pool service. Our technicians’ do everything on our phone so it is no big surprise that he was using the phone through this process. We record Ph, total Chlorine, free chlorine, Total alkalinity, cyanuric acid, and...

hardness. We also record all of the components to equipment so we have it on record so if there is ever a repair issue we have the right parts on board. We make sure the pool light works and make sure it is properly grounded to keep the customer safe. Also, we take pictures of everything that stays in that customers file. This is the technological age and we use the technology to our advantage.
We never called this customer a liar nor do we ever say anything like that. We never tried to sell her dual timers for her pool. Duel timers do not even make sense. We explained to her that we run the pool filtration after every visit to mix the chemicals. Acid is heavier than water and if we don’t run the equipment the acid will settle on the bottom and eventually ruin the surface. What we were saying is that we could sell her a set of timer trippers (retail cost $9.99) that we can place on her time clock that will turn off a couple of hours after we leave on the service day. We did not adjust her timer or reprogram like she is trying to say. We were accused of being the liar. 
We did not cancel the pool service on this customer. She left a voice message that we still have recorded on our machine stating she wanted to discontinue service immediately and that she had put a stop payment on the check she gave us.  The supervisor talked to her after but that was not good enough she wanted to go higher.  We did exactly what we were hired to do, we called and talk to her several times, and we explained her the terms of the service.  At this point there is nothing we can do for this customer.  
Thank You
[redacted]
Azul pool

Revdex.com:
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 representative did offer to put in a dual timer. I had mentioned I was on the [redacted] budget plan and could not have the pump running long in the summer between 1 to 8 and during the winter 5 to n9 5 to nine. The pool timer has always been set from 9:20 pm to 4 am. The rep said he had to run it for 3 hours and cleaning so he offered dual timer. I declined. I turn the pool off after a couple f hours. When I cam home at 7pm the pool was back on. He timer was now set from 7pm to 6:30 am.  I was upset because on the [redacted]  budget plan you pay a lot more violating the hours. I did call and leave a message that I felt like cancelling my check, which I did not do. I never heard from the company; I called a few days later and spoke to the receptionist who informed me she had cancelled my service. I asked about the 105 dollar check. She informed me I did owe them $85. I said fine send me back the extra $20. I was advised by the receptionist ( the only person I ever talked to) was that I needed to speak to a supervisor, however none were available, they would be in that afternoon and someone would call me. No one called. I never asked to speak to a supervisor, never spoke to one. I called two more times asking for my $20. I received no response from the company. All I want is my overpayment of $20. The company should have handled it with my 2nd  phone call.
Regards,
[redacted]

In the Fall of 2015 I solicited Azul Pool for the purpose of re-finishing and re-tiling our in-ground pool. I had selected Azul over others primarily because of the excellent Revdex.com rating and the fact that they were located nearby.

All went well over about 5 weeks of visits, examples, and negotiations, always with the same cordial person.

By the middle of November we had come to an agreement on all work to be done, materials to be used, and the cost to me. We had even agreed that the work would be completed prior to 12/29/2015.

On 11/23/2015 I received an email telling me to "Please see the revised estimate. Any question, please give us a call or e-mail us back."

This 'revised estimate' was well over $2000 more than what had been agreed to over the previous 4 weeks. So of course I 'had questions".

I emailed then back and pointed out 'new' charges along with line items that appeared to contain transposed numbers of line items. The transposition was not in my favor. I politely asked the salesman and the owner to review and correct the 'revised work order'.

The salesman got back to me with an excuse for one of the differences I had pointed out. I pointed out the other questionable charge in the last email.

A day or so after that I received a phone call from the salesman.

In that phone call he continued to make excuses and say that mistakes were made.

At that point I lost my temper and ended the conversation.

It seemed to me like False representation and simple bait and switch tactics.

I am sending this review instead of a complaint only because I don't know what kind of resolution could be made. I lost no money, only valuable time and some trust in mankind.

After using at least half a dozen other companies, I am so glad I found Azul Pool five years ago. They revived my pool and took it from a constant worry to something to be enjoyed! I couldn’t be happier with the company, their service, and my pool. Thank you!

To whom it may concern:I feel bad this customer feels this way but [redacted] Pool didnothing wrong. There was not a bonding wire on this work order. We replaced amotor on the pool and it clearly stated that on the work order. When I talkedthis customer he said the motor was...

working just fine. If he would have calledus back out we would have done it for him. However, we were not given thechance to do so.  Instead of trying to workwith someone and understand what we do this customer thrives on misery. This iswhat this complaint entails. “Let’s invite everyone to my pity party.”He is mostly upset that he had to pay for the work that wedid. I don’t think he ever had any intentions to pay for our work. We have beenin this situation many times and that is why we have a credit card in place ifthe customer does not have the time to meet with us. It makes it really hard togo over things when a customer is not present. Instead he wasted the nice old man’stime next door. He should be so lucky to have a neighbor that is so nice.We installed a new wire whip to the motor because when therepair tec took it off the motor the whip fell apart in his hand. In order tobe safe Steve replaced the wire harness. When Steve mentioned that there wasgoing to be an extra charge for the wire whip on his property the customer cameunglued. [redacted] Pool gave that wire harness for free because the customercomplained so much that we just gave to him because he was such a miserableperson. He though we were ripping him off buy trying to make his job safer. Imagineif we would have told him it needed bonding wire? Do we need to replace thatfor free too? NO.  If the surface is wornout on his pool is that our fault? NO. I wish we could do what this person is expecting but we donot have x-ray vision like some of the super heroes that are on TV. We don’thave mind reading powers either. We are humans that work out in some of themost extreme heat. Yes we make mistakes but everyone does. I have talked tothis customer and he says the work that was done is working perfectly. Okay, sowhat the problem? The inspector who received his cert from a mail order istelling you there needs to be something else put in? Fine, let us know so wecan solve the issues for you. Don’t harass a business and its workers formonths writing a letter to everyone he can think of to try to ruin them. Itjust makes you look like a bratty kindergartener. I wish I can charge a lot of things to other people that Idon’t care for. That is what this is. Again he should have given us the opportunityto handle it. It would have been an extra charge for the wire but we would havecover labor because we did install a motor.  Having to pay for another companies work isquite laughable. If we had this item on the work order that is one thing but itwas not on the work order. Things cost money. Pools cost money. Houses costmoney. Cars cost money and they all break down at times.  I’m sorry to inform this customer this. Heshould have learned this in kindergarten. It’s why the other company charged toput a bond wire in. This is what a business does. Grow up and move on fromkinder care.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I am awaiting Azul Pools crediting a charge to my [redacted] credit card and when I receive documentation of this, will consider this complaint resolved.  Thank you, deb

Regards,

To whom it may concern:

Our technician did set up this customer on weekly pool service. Our technicians’ do everything on our phone so it is no big surprise that he was using the phone through this process. We record Ph, total Chlorine, free chlorine, Total alkalinity, cyanuric acid, and...

hardness. We also record all of the components to equipment so we have it on record so if there is ever a repair issue we have the right parts on board. We make sure the pool light works and make sure it is properly grounded to keep the customer safe. Also, we take pictures of everything that stays in that customers file. This is the technological age and we use the technology to our advantage.

We never called this customer a liar nor do we ever say anything like that. We never tried to sell her dual timers for her pool. Duel timers do not even make sense. We explained to her that we run the pool filtration after every visit to mix the chemicals. Acid is heavier than water and if we don’t run the equipment the acid will settle on the bottom and eventually ruin the surface. What we were saying is that we could sell her a set of timer trippers (retail cost $9.99) that we can place on her time clock that will turn off a couple of hours after we leave on the service day. We did not adjust her timer or reprogram like she is trying to say. We were accused of being the liar. 

We did not cancel the pool service on this customer. She left a voice message that we still have recorded on our machine stating she wanted to discontinue service immediately and that she had put a stop payment on the check she gave us.  The supervisor talked to her after but that was not good enough she wanted to go higher.  We did exactly what we were hired to do, we called and talk to her several times, and we explained her the terms of the service.  At this point there is nothing we can do for this customer.  

Thank You

Azul pool

We have used Azul Pool & Spa Services a couple of times and are very pleased with their service and reasonable prices. Martin V[redacted] was out to look at our pool pump as we were requesting a quote for a new one only to find out ours was perfectly fine, just needed a few adjustments, same with the pool light. He did not try to up sell anything to us. The entire Azul Pool team, from the schedulers to the onsite person, are professional and pleasant. Customer service is alive and well at Azul Pool! We are thrilled to have found this company and look forward to a long relationship.

We recently used Azul pools to acid wash our pool and sand blast our tile. The before and after was like night and day! The pool looked amazing after they were finished. Not only did they do an awesome job but they were extremely knowledgeable and professional. I would recommend this company to anyone looking for any kind of pool service, Whether it be routine cleaning to a complete remodel.

In the Fall of 2015 I solicited Azul Pool for the purpose of re-finishing and re-tiling our in-ground pool. I had selected Azul over others primarily because of the excellent Revdex.com rating and the fact that they were located nearby.

All went well over about 5 weeks of visits, examples, and negotiations, always with the same cordial person.

By the middle of November we had come to an agreement on all work to be done, materials to be used, and the cost to me. We had even agreed that the work would be completed prior to 12/29/2015.

On 11/23/2015 I received an email telling me to "Please see the revised estimate. Any question, please give us a call or e-mail us back."

This 'revised estimate' was well over $2000 more than what had been agreed to over the previous 4 weeks. So of course I 'had questions".

I emailed then back and pointed out 'new' charges along with line items that appeared to contain transposed numbers of line items. The transposition was not in my favor. I politely asked the salesman and the owner to review and correct the 'revised work order'.

The salesman got back to me with an excuse for one of the differences I had pointed out. I pointed out the other questionable charge in the last email.

A day or so after that I received a phone call from the salesman.

In that phone call he continued to make excuses and say that mistakes were made.

At that point I lost my temper and ended the conversation.

It seemed to me like False representation and simple bait and switch tactics.

I am sending this review instead of a complaint only because I don't know what kind of resolution could be made. I lost no money, only valuable time and some trust in mankind.

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.

This shows what kind of a company [redacted] Pool really is.  Instead of addressing the problem, he blames everything on us.  Yes, the motor they replaced does work, but his tech unhooked the bonding wire and should have replaced it while hooking up the new motor.This could have been a disaster with someone being shocked or even killed.  When he called me & I tried to explain what happened, he hung up on me, but I called him back & asked why he hung up on me.  He denied even coming to my home until I sent him a copy of my statement showing his charges.  He also said that he only has one man crews, but two men came out both times.  I refuse to remove this complaint and feel everyone should know how this company really works.  DO NOT USA [redacted] POOL.

Regards,

At Azul pool we always try to work with our customers. Azul pool tries to provided the highest quality customer service and value we can. We are sad to see a customer leave so soon after not using our services at all. We thought that selling her an extra pair of on/off switches (for under $10.00) would have solved both of our issues of power usage and chemical damage on her surface.  We have mailed a refund of $20.00 for the difference of service.

Azul Pool and Spa was at my home today to clean my pool filter and inspect the equipment. I called them on Friday and left a message. Chuck called me back promptly at 8AM today (Monday). He said they would be there today and the tech. Martin arrived early. (Yes, really) He was neat, professional, courteous and knowledgeable. Azul has installed and maintained equipment at my home for years and this has always been the standard of service I receive. I recommend them highly

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 representative did offer to put in a dual timer. I had mentioned I was on the [redacted] budget plan and could not have the pump running long in the summer between 1 to 8 and during the winter 5 to n9 5 to nine. The pool timer has always been set from 9:20 pm to 4 am. The rep said he had to run it for 3 hours and cleaning so he offered dual timer. I declined. I turn the pool off after a couple f hours. When I cam home at 7pm the pool was back on. He timer was now set from 7pm to 6:30 am.  I was upset because on the [redacted]  budget plan you pay a lot more violating the hours. I did call and leave a message that I felt like cancelling my check, which I did not do. I never heard from the company; I called a few days later and spoke to the receptionist who informed me she had cancelled my service. I asked about the 105 dollar check. She informed me I did owe them $85. I said fine send me back the extra $20. I was advised by the receptionist ( the only person I ever talked to) was that I needed to speak to a supervisor, however none were available, they would be in that afternoon and someone would call me. No one called. I never asked to speak to a supervisor, never spoke to one. I called two more times asking for my $20. I received no response from the company. All I want is my overpayment of $20. The company should have handled it with my 2nd  phone call.

Regards,

We are sorry this happened to [redacted]. She is a very nice person.
 
In Retro work these mistakes do happen. You never know what you're going to get into until you open it up. It's easier to build frokm scratch.
 
At least she had an honest contractor that admits...

their mistakes. We did add a free pool light and removed a percentage off of her bill. The pipes were reversed and the therapies' are working the same as before. 
The Tahoe blue pebble she picked came out really sharp in her yard! Also, the raised cap matches the existing barbecue and fire pit. It looks like it was all done at the same time.
 
Thank You,
 
Azul Pool

To whom it may concern:

We are sad to hear this complaint.  What a poor thing for [redacted] to say. I guess lying is a normal thing to do in American society if you do not get your way.  This is not the first lie that we have caught [redacted] in.  Azul provided chemical only...

service for the [redacted] family for many years. When he found out that Azul sold the residential accounts, I spoke to him to explain what was going on and he requested that he pays $35.00 per month instead of $40.00 since he was such a good customer.  When I spoke to him I told him no that his service was already a low price service and if he wanted to talk price he should talk to the new owners.  He called the new owners and told them that I have approved a $5.00 discount, which was completely false.  Azul has answered all calls and explained to him that we are not allowed to do business with him for 5 years due to a legal non compete agreement.  The residential part of the company was sold to a good company with all the credentials: Revdex.com member and Arizona Registrar of contractors.  The other company looked at his salt cell and gave him a free estimate to repair/replace it.  As much as we like to help our customers, Azul Pool is still a business and we don’t just simply stop by.  We charge money to do a diagnosis.  WE ARE A BUSINESS.

The last time we did a repair at [redacted]s was six years ago. Salt cell usually last 3 to 5 years and when we started service his salt cell was around two to four years old already.  Because of the care that we provided we increased years to the pool equipment and saved [redacted] and his family thousands.  It’s a shame that he has to stoop this low to cheat us out of $5.00 per month or because he is not getting his way.

At Azul, we strive to provide the best customer service possible!  We have been in business since 2006 and we keep a very low record of complaints.  Sometimes is out of our hands to help and stop customers that will lie and fabricate stories to achieve what they want without having any ethics.

As new pool owners we were in need of a reputable pool service near us. I went online and found Azul Pool, they were prompt to schedule an appointment and showed up on time. The service tech who arrived, Martin, was extremely knowledgeable and courteous. He went out of his way to help us understand how our pool system worked and how to properly maintain it. In addition, payment options are easy as we could pay Martin with a credit card at the time of service, or go online and pay. We have been thrilled with our service and would highly recommend it to anyone!