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Reviews B&L Pools

B&L Pools Reviews (22)

Response to customer’s concerns: After reviewing the customer’s second letter, B&L still has not changed its position 1st - An electrical board that has loose screws would not take months to burn upIn fact, it would burn up within a few uses if not immediately 2nd – If the customer had notified us when the problem first started, we would have been more than happy to come out and verify what the issue was with the boardIf we had found anything that we had done incorrectly, B&L would have warrantied our work and the parts in question at no charge to the customer 3rd – If the customer would like to bring the board into B&L, we will ship it to the factory for inspectionIf they state that it was installed incorrectly, we will replace the board for the customerIf, however, they state that there is something else wrong, the customer will have to agree to pay for the fees involved in this process 4th – Lastly, it is never our intention or desire to upset customersNor is it our intention to not take care of a warranty issue that is truly oursWe apologize for not meeting [redacted] expectations on this repair Sincerely, [redacted] B&L Pool Repair & Supply Inc

If you like never knowing when your pool is going to be cleaned, being lied to and having no one be held accountable for (lack of) services to your pool, B & L Pools is the company for you! Let's be clear, as a customer, you can give them every single opportunity in to the world to admit some fault or wrong doing and they will dig their heels into the ground and give you every excuse under the sun why they are not responsibleIf the employees aren't related by blood, the owner will tell you they are "like family" and while he doesn't say it, he's implying that keeping them happy is more important than keeping you as a customer, even when the employee is at faultI had pool service with this company for a yearFirst I communicated with the man who serviced the pool himselfI asked him for a time card for him to fill out each time he was hereHe said the company didn't have thoseI asked for a day or two a week that he could guarantee being able to service the poolAccording to him, impossibleIt was whenever he felt like it and if he didn't bother to show up, I had no way to prove he had never completed the serviceMultiple times I had to request he come because it was obvious he did not service the pool that week and if he had, he had done an extremely poor jobAfter a year of sending photos of my dirty pool to Eric, the man B & L enlisted to service my pool, I had an accident that caused an injury requiring physical therapy in the poolOnce I started using the pool every day, my disappointment with the lack of services I was paying for caused me to call B & L Pools directlyThe phone was answered by an immature sounding employee, Marissa B***, who as it turns out is the manager's daughterI told her that once again, Eric had not showed up for over a week to service the pool and once again, it was grossShe promised to talk to Eric and get back to meShe didn't call back that day or the next morning so I called her backHer solution was that Eric would be out later that dayNo apologies or explanations for the poor service or her inability to return a callI told her that was fine, but this kind of service needed to changeFor instance, do they have a check off list or a card for Eric to leave for him to prove he was here every week? She said they didI told her Eric had said the company did not have such a sheetShe gave no explanation or apology for why I was lied to and instead just said that she would have him bring a sheet his next serviceBecause her reaction made it seem like these kind of problems were standard, I wanted to let her know that I was simply not going to allow this kind of "service" to continueI stated that I was going to be loud and obnoxious until I started getting the service I signed up for, weekly service that resulted in a pool that looked like someone spent more than five minutes cleaning itI stated I had been polite and had asked Eric to do his job for nearly a year, which produced no resultsHer response was in no way reassuring that service was going to get betterImmediately Marissa's defenses were up and she reacted to criticism of a business in the way young people often react -- as if you had criticized themShe raised her voice and said that if I was going to be loud and obnoxious, she didn't have to help and acted as if I needed to be grateful for sub-par pool serviceShe continued that they didn't have to guarantee a day of the week for weekly pool serviceI understood that I was never going to get my pool service every Thursday at a.mBut I thought it was beyond reasonable to ask for service to guarantee to be completed one of two days a week that they could pickHer resistance makes me think that the reason they don't want to commit to service being completed on certain days allows them to scam people and do service every days or or whatever is convenient for themBecause Marissa was acting so childish and taking the whole thing so personally, I had to ask her if she owned the company, because in my experience, only people who own the company are that secure with unprofessional behaviorShe told me she did not, so I asked to speak with a managerShe was happy to hand me over the manager, Blaine B***, otherwise known as her dadI explained Marissa's behavior and he wasn't phased by itI didn't know his bias at the time, but once I did, his response made total senseFor a dadNot as a manager representing a businessZero apologies, zero acknowledgement that she had not only promised to call me back and failed, but she had been rude as well, but I guess that's just business over at B and L PoolsSo after Dad Blaine swept his kid's bad customer service ability under the rug, we turned to Eric and he said he needed to discuss the problems with EricHe also said that he could get a time sheet out to me and that we could narrow it down to two days a weekHe had no response for why this wasn't already in placeI agreed to this and we hung upThe next week, Eric failed to show up and didn't notify me By this point, I was furiousI called and explained to Blaine how the year I stayed with them, the pool service was abysmalI asked him if they could guarantee certain days of the week for service and a pool cardHe said they couldI asked why Eric hadn't been doing this already and he had no responseHe said he would have to ask EricIn my anger, I called Eric a name that Blaine did not appreciate, understandablyWithin two minutes of my bad behavior, I apologized and said, "I'm sorry that I called Eric a name, that was uncalled for and a bad decision." I said it because I meant it, but I also thought it might prompt Blaine to say he was sorry that they hadn't given me the greatest service, both pool service and customer serviceInstead, he said that I needed to understand that I had talked to Eric, not them, so Blaine had no proof that my pool service had been bad for a yearHe again said he needed to speak with Eric to hear his sideI said fine and we agreed to speak laterIt was when I hung up that I realized I had plenty of text messages and photos periodically taken of my pool throughout the year of pool service and I could let Blaine see how the service truly had been terribleI sent more than pictures, showing green stuff on the side of the pool, text messages showing that I had to remind them of their obligation to service the pool, photos of cloudy water and generally just my disgusting looking poolAny pool service professional would have looked at some of these photos and known that some of them were the result of not having been cleaned in a while, making it obvious that Eric was not coming roughly every daysThis was Blaine's response to that email and I can assure you we had zero communication outside of this email: "Good afternoon [redacted] , I am sorry for the delay in response I had a meeting off site this morning, I have read all your correspondents, and looked over the picks and text you have sent me and the ones you have sent Dennis over the past yearI do understand your frustration if we are not meeting your expectations in keeping the pool cleanI also want to be sure that the expectations are reasonableI have talked to Eric in length about the pool and discussed the pics and your commentsHere is where I would like to do going forward from hereEric will be on site either Thursday or Friday each week to perform the standard maintenance of the pool, he will be putting a sign in card in the timer box which is to remain there till full to document what is going on with the pool and what he does each weekEach week he should remove the heavy debris from the surface, clean out the baskets, back wash as needed (this may not happen weekly) brush down the pool walls and check and balance the chemicalsIf for any reason Eric can not make it to the house he will contact you to reschedule and be sure you are aware of what is going onEric will also notify you each time he shocks the pool so you are aware that the pool may be cloudy white, which is a common occurance when the pool is shocked as part of a regular maintenance procedureIf a week passes and the sign in card has not been signed, please send me a picture of the card and we will consider it a week missed and the account will be credited, along with this please send me a pic of the pool if possibleThank you for letting me know what is going on so we can get this resolved." An apology for taking a few days to respond to the emailNot a single one yet for not performing the service I pay forHe acknowledges "my" frustration if they are not meeting "my" expectationsI tend to think when someone signs up for weekly pool service, to expect weekly pool service is not singularly "my" expectationPeople tend to expect what they agreed to pay forI also like this condescending sentence: "I also want to be sure that the expectations are reasonable." Again, implying that me wanting my pool to be cleaned every week, like I'm paying for, is unreasonableI love small businesses, so I was willing to ignore the lack of apology, the lack of acknowledgement that their employees had been at fault in any wayI gave them another chanceI emailed Blaine back and told him a few amendments I had to what he described because at this point I learned the more specific I was, the less room there was going to be for excuses if something went wrongLess than three weeks later, it went wrongEric left noted on his sign in sheet that the pool vacuum was unpluggedHe did not note that he plugged it back on the sheetI checked the pool less than an hour after Eric left and the vacuum was still unplugged and let me know it had likely not been plugged back in when Eric was hereI plugged it back in and it felt weirdA few days later, I saw it was unplugged again, so I turned off the skimmer/filter and looked in the plugThe pool thermometer normally tied to the side of my pool had broken off and was stuck in the skimmer where the vacuum would plug inAgain, this leads me to assume that Eric didn't want to kneel on the hot cement and pry the thermometer out himself and then plug the vacuum back in(It took me twenty minutes and for my trouble I got a heat blister on my hand from contact with the cement.) He also didn't feel the need to let me know about the problem so that I could prevent my pool from becoming disgusting due to a lack of vacuum or skimmer for four daysI called Blaine and asked if after all the details we had gone over, if I need to detail every possible scenario with the pool to continue serviceI explained what had happenedHis response was that he would talk to Eric and get back to meWhen he did, he told me Eric said he had plugged the vacuum back in and there must be something wrong with the vacuumI told him that what was had been wrong was Eric was too lazy to remove the thermometerHe insisted the vacuum was brokenI told him after plugging it back in, it was fine and that if he had plugged it back in, it would have been noted on the sheet, which was the whole point it was there, so what Eric did was documentedHe only wrote "Found vacuum unplugged." Not that he did anything about itSo I finally had enough of Blaine's excuses and said I was going to the ownerI asked for his name and number and and unprofessional to the core, Blaine made getting the owner's name, number and contact time as difficult as possibleWhen I finally received the information, I made plans to call the owner, Dale H***When I reached MrH***, he was pleasant at firstI went through all the incidents and was candid about my own bad behaviorI told him how much I admire small businesses and told him that I was already planning to switch to a new company but I thought he might want to know how badly his employees were behavingIt was clear after speaking to Dale why all the employees excused the other employees bad behavior because that's exactly what Dale didMarissa was "a little immature and inexperienced" and his wife had used to answer the phone so he knew what a hard job answering the phone could beBlaine was "being protective of his daughter like I would have been with my wife." Eric was like family and "has worked for me for years." I told him some things I had found out about the kind of care my pool needed from my new pool service companyFirst of all, my filter was running hours a day, including during some of my peak usage hours making my electric bill well over $every monthEric had never asked me to set the filter for that long and he definitely hadn't told me he was going to set it during peak pricing hoursDale told me all companies do it differently and asked when my peak hours wereI told him between and pmHe said during the monsoon season, which we were barely in, required it to run between and because that's when monsoons are most likely to occurI told him it stopped running at p.mso it wasn't even running thenEven then he couldn't say Eric had made an error even though Eric's service was contradicting was Dale himself was claiming the way it's supposed to be completeMy new pool service also told me the vacuum wasn't working because Eric had it attached with the wrong kind of attachmentAgain, Dale refused to admit anyone working for him was at any kind of faultTo summarize, I'm supposed to be sympathetic to his receptionist's lack of maturity and experience, his manager's inability to insist family members do their jobs right, his pool service man's lies and inability to keep a schedule or basically clean a pool, but they never have to responsible for the pool getting cleanedIf he could have been even remotely sympathetic to the fact I wanted to complete my physical therapy in my clean pool, I might not have posted this reviewHowever, after it became apparent from the ground up that this business wasn't going to be even a little reasonable or apologetic, it seemed best to try to help other people know how horrible and unprofessional this company isAlso, since switching to a different company that actually services my pool every days, my filter only runs hours a dayIt's never looked cleaner and if I were so inclined, I could bath in my poolThe only creature that could have bathed in my pool when B & L pool serviced it was Shrek

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 I am not satisfied for several reasons 1, As stated by a certified spa repair man to me the circuit board B and L installed by by their tech did not screw down the nut tight which led to an arch across the board eventually causing to board to malfunction which took a few months This again was the problemHe stated that this problem could take a few months to develop if you don't believe me call or ask him which I have left his number and nameThat tech from B and L pools no longer works their3.Calling B and L pools to take a look and see what the problem was would cause me a service charge of dollars at the very leastI beleive just as now they would not have taken the responsibilityWhen I took the board to B and L they didn't deny that this was the problem but rather said it was out of warranty and that the person who installed the board no longer works for themI believe anyone in the industry would back up me and not that the board would have gone out during the warranty period as B and L saysThese boards are made to last more than a few monthsBottom line its was shoddy workmanship I paid for and I had nothing at all to do with its short life B and L did and I want a refundYou see why I don't trust B and L Pools Regards, [redacted]

Worst service ever.

Paid two months worth of services from them, and my pool was green the entire time. THey literally made me waste hundreds of dollars on equipment I never needed, and kept getting told, "If it doesn't turn blue by this weekend, it will the next weekend." Almost two months later and the pool was still green.

THey kept sending different reps to my house to "check it" and figure out what was going on, and what really did it for me was the last time they sent someone to check it out, I saw with my own eyes that the rep just literally poured a bunch of shock in the pool then left; never cleaned it, never checked the balance, and did absolutely nothing.

They kept giving me the run around, and there's definitely lack of communication. THey don't email or send bills, they just randomly charge without any sort of communication. To top it off, their reps are liars. One of them stated that they called and left me a voicemail stating I needed a new hose, and looking at my call logs on my cell phone, there wasn't a single call from anyone nor a voicemail left. I'm not an it, and being a Director for one of the most client service companies in the mortgage industry, their lack of professionalism and client service made me sick.

As soon as I cancelled my services, I hired someone else, and they were able to turn my pool blue within 24 hours. This leads me to believe that they were just trying to take advantage of me, and I would NEVER recommend anyone to this company.

I wouldn't be surprised if after seeing this review, instead of siding with the customer, they would make an excuse as to why they weren't able to turn it blue. If another company was able to do it within 24 hours, there's absolutely no excuse.

I would NEVER, EVER recommend anyone using this company. It's a waste of money.

Response to customer’s concerns:
After reviewing the customer’s second letter, B&L still has not changed its position. 
1st - An electrical board that has loose screws would not take months to burn up. In fact, it would burn up within a few uses if not immediately. 
2nd – If the customer had notified us when the problem first started, we would have been more than happy to come out and verify what the issue was with the board. If we had found anything that we had done incorrectly, B&L would have warrantied our work and the parts in question at no charge to the customer.
3rd – If the customer would like to bring the board into B&L, we will ship it to the factory for inspection. If they state that it was installed incorrectly, we will replace the board for the customer. If, however, they state that there is something else wrong, the customer will have to agree to pay for the fees involved in this process.
4th – Lastly, it is never our intention or desire to upset customers. Nor is it our intention to not take care of a warranty issue that is truly ours. We apologize for not meeting [redacted] expectations on this repair.
Sincerely,
[redacted]
B&L Pool Repair & Supply Inc.

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 response from the business did not offer any type of resolution.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

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.
I am not satisfied for several reasons 1, As stated by a certified spa repair man to me the circuit board B and L installed by by their tech did not screw down the nut tight which led to an arch across the board eventually causing to board to malfunction which took a few months This again was the problem. He stated that this problem could take a few months to develop if you don't believe me call or ask him which I have left his number and name. 2. That tech from B and L pools no longer works their. 3.Calling B and L pools to take a look and see what the problem was would cause me a service charge of 75 dollars at the very least. 4. I beleive just as now they would not have taken the responsibility. 5. When I took the board to B and L they didn't deny that this was the problem but rather said it was out of warranty and that the person who installed the board no longer works for them. 6. I believe anyone in the industry would back up me and not that the board would have gone out during the warranty period as B and L says. 7 These boards are made to last more than a few months. 8 Bottom line its was shoddy workmanship I paid for and I had nothing at all to do with its short life B and L did and I want a refund. You see why I don't trust B and L Pools
Regards,
[redacted]

If you like never knowing when your pool is going to be cleaned, being lied to and having no one be held accountable for (lack of) services to your pool, B & L Pools is the company for you!
Let's be clear, as a customer, you can give them every single opportunity in to the world to admit some fault or wrong doing and they will dig their heels into the ground and give you every excuse under the sun why they are not responsible. If the employees aren't related by blood, the owner will tell you they are "like family" and while he doesn't say it, he's implying that keeping them happy is more important than keeping you as a customer, even when the employee is at fault.
I had pool service with this company for a year. First I communicated with the man who serviced the pool himself. I asked him for a time card for him to fill out each time he was here. He said the company didn't have those. I asked for a day or two a week that he could guarantee being able to service the pool. According to him, impossible. It was whenever he felt like it and if he didn't bother to show up, I had no way to prove he had never completed the service. Multiple times I had to request he come because it was obvious he did not service the pool that week and if he had, he had done an extremely poor job.
After a year of sending photos of my dirty pool to Eric, the man B & L enlisted to service my pool, I had an accident that caused an injury requiring physical therapy in the pool. Once I started using the pool every day, my disappointment with the lack of services I was paying for caused me to call B & L Pools directly. The phone was answered by an immature sounding employee, Marissa B[redacted], who as it turns out is the manager's daughter. I told her that once again, Eric had not showed up for over a week to service the pool and once again, it was gross. She promised to talk to Eric and get back to me. She didn't call back that day or the next morning so I called her back. Her solution was that Eric would be out later that day. No apologies or explanations for the poor service or her inability to return a call. I told her that was fine, but this kind of service needed to change. For instance, do they have a check off list or a card for Eric to leave for him to prove he was here every week? She said they did. I told her Eric had said the company did not have such a sheet. She gave no explanation or apology for why I was lied to and instead just said that she would have him bring a sheet his next service. Because her reaction made it seem like these kind of problems were standard, I wanted to let her know that I was simply not going to allow this kind of "service" to continue. I stated that I was going to be loud and obnoxious until I started getting the service I signed up for, weekly service that resulted in a pool that looked like someone spent more than five minutes cleaning it. I stated I had been polite and had asked Eric to do his job for nearly a year, which produced no results. Her response was in no way reassuring that service was going to get better. Immediately Marissa's defenses were up and she reacted to criticism of a business in the way young people often react -- as if you had criticized them. She raised her voice and said that if I was going to be loud and obnoxious, she didn't have to help and acted as if I needed to be grateful for sub-par pool service. She continued that they didn't have to guarantee a day of the week for weekly pool service. I understood that I was never going to get my pool service every Thursday at 9 a.m. But I thought it was beyond reasonable to ask for service to guarantee to be completed one of two days a week that they could pick. Her resistance makes me think that the reason they don't want to commit to service being completed on certain days allows them to scam people and do service every 10 days or 12 or whatever is convenient for them. Because Marissa was acting so childish and taking the whole thing so personally, I had to ask her if she owned the company, because in my experience, only people who own the company are that secure with unprofessional behavior. She told me she did not, so I asked to speak with a manager. She was happy to hand me over the manager, Blaine B[redacted], otherwise known as her dad.
I explained Marissa's behavior and he wasn't phased by it. I didn't know his bias at the time, but once I did, his response made total sense... For a dad. Not as a manager representing a business. Zero apologies, zero acknowledgement that she had not only promised to call me back and failed, but she had been rude as well, but I guess that's just normal business over at B and L Pools. So after Dad Blaine swept his kid's bad customer service ability under the rug, we turned to Eric and he said he needed to discuss the problems with Eric. He also said that he could get a time sheet out to me and that we could narrow it down to two days a week. He had no response for why this wasn't already in place. I agreed to this and we hung up. The next week, Eric failed to show up and didn't notify me By this point, I was furious. I called and explained to Blaine how the year I stayed with them, the pool service was abysmal. I asked him if they could guarantee certain days of the week for service and a pool card. He said they could. I asked why Eric hadn't been doing this already and he had no response. He said he would have to ask Eric. In my anger, I called Eric a name that Blaine did not appreciate, understandably. Within two minutes of my bad behavior, I apologized and said, "I'm sorry that I called Eric a name, that was uncalled for and a bad decision." I said it because I meant it, but I also thought it might prompt Blaine to say he was sorry that they hadn't given me the greatest service, both pool service and customer service. Instead, he said that I needed to understand that I had talked to Eric, not them, so Blaine had no proof that my pool service had been bad for a year. He again said he needed to speak with Eric to hear his side. I said fine and we agreed to speak later. It was when I hung up that I realized I had plenty of text messages and photos periodically taken of my pool throughout the year of pool service and I could let Blaine see how the service truly had been terrible. I sent more than 10 pictures, showing green stuff on the side of the pool, text messages showing that I had to remind them of their obligation to service the pool, photos of cloudy water and generally just my disgusting looking pool. Any pool service professional would have looked at some of these photos and known that some of them were the result of not having been cleaned in a while, making it obvious that Eric was not coming roughly every 7 days. This was Blaine's response to that email and I can assure you we had zero communication outside of this email:
"Good afternoon [redacted],
I am sorry for the delay in response I had a meeting off site this morning,
I have read all your correspondents, and looked over the picks and text you have sent me and the ones you have sent Dennis over the past year.
I do understand your frustration if we are not meeting your expectations in keeping the pool clean. I also want to be sure that the expectations are reasonable.
I have talked to Eric in length about the pool and discussed the pics and your comments.
Here is where I would like to do going forward from here.
Eric will be on site either Thursday or Friday each week to perform the standard maintenance of the pool, he will be putting a sign in card in the timer box which is to remain there till full to document what is going on with the pool and what he does each week.
Each week he should remove the heavy debris from the surface, clean out the baskets, back wash as needed (this may not happen weekly) brush down the pool walls and check and balance the chemicals.
If for any reason Eric can not make it to the house he will contact you to reschedule and be sure you are aware of what is going on.
Eric will also notify you each time he shocks the pool so you are aware that the pool may be cloudy white, which is a common occurance when the pool is shocked as part of a regular maintenance procedure.
If a week passes and the sign in card has not been signed, please send me a picture of the card and we will consider it a week missed and the account will be credited, along with this please send me a pic of the pool if possible.
Thank you for letting me know what is going on so we can get this resolved."
An apology for taking a few days to respond to the email. Not a single one yet for not performing the service I pay for. He acknowledges "my" frustration if they are not meeting "my" expectations. I tend to think when someone signs up for weekly pool service, to expect weekly pool service is not singularly "my" expectation. People tend to expect what they agreed to pay for. I also like this condescending sentence: "I also want to be sure that the expectations are reasonable." Again, implying that me wanting my pool to be cleaned every week, like I'm paying for, is unreasonable.
I love small businesses, so I was willing to ignore the lack of apology, the lack of acknowledgement that their employees had been at fault in any way. I gave them another chance. I emailed Blaine back and told him a few amendments I had to what he described because at this point I learned the more specific I was, the less room there was going to be for excuses if something went wrong. Less than three weeks later, it went wrong. Eric left noted on his sign in sheet that the pool vacuum was unplugged. He did not note that he plugged it back on the sheet. I checked the pool less than an hour after Eric left and the vacuum was still unplugged and let me know it had likely not been plugged back in when Eric was here. I plugged it back in and it felt weird. A few days later, I saw it was unplugged again, so I turned off the skimmer/filter and looked in the plug. The pool thermometer normally tied to the side of my pool had broken off and was stuck in the skimmer where the vacuum would plug in. Again, this leads me to assume that Eric didn't want to kneel on the hot cement and pry the thermometer out himself and then plug the vacuum back in. (It took me twenty minutes and for my trouble I got a heat blister on my hand from contact with the cement.) He also didn't feel the need to let me know about the problem so that I could prevent my pool from becoming disgusting due to a lack of vacuum or skimmer for four days. I called Blaine and asked if after all the details we had gone over, if I need to detail every possible scenario with the pool to continue service. I explained what had happened. His response was that he would talk to Eric and get back to me. When he did, he told me Eric said he had plugged the vacuum back in and there must be something wrong with the vacuum. I told him that what was had been wrong was Eric was too lazy to remove the thermometer. He insisted the vacuum was broken. I told him after plugging it back in, it was fine and that if he had plugged it back in, it would have been noted on the sheet, which was the whole point it was there, so what Eric did was documented. He only wrote "Found vacuum unplugged." Not that he did anything about it. So I finally had enough of Blaine's excuses and said I was going to the owner. I asked for his name and number and and unprofessional to the core, Blaine made getting the owner's name, number and contact time as difficult as possible. When I finally received the information, I made plans to call the owner, Dale H[redacted].
When I reached Mr. H[redacted], he was pleasant at first. I went through all the incidents and was candid about my own bad behavior. I told him how much I admire small businesses and told him that I was already planning to switch to a new company but I thought he might want to know how badly his employees were behaving. It was clear after speaking to Dale why all the employees excused the other employees bad behavior because that's exactly what Dale did. Marissa was "a little immature and inexperienced" and his wife had used to answer the phone so he knew what a hard job answering the phone could be. Blaine was "being protective of his daughter like I would have been with my wife." Eric was like family and "has worked for me for years." I told him some things I had found out about the kind of care my pool needed from my new pool service company. First of all, my filter was running 18 hours a day, including during some of my peak usage hours making my electric bill well over $300 every month. Eric had never asked me to set the filter for that long and he definitely hadn't told me he was going to set it during peak pricing hours. Dale told me all companies do it differently and asked when my peak hours were. I told him between 4 and 7 pm. He said during the monsoon season, which we were barely in, required it to run between 5 and 7 because that's when monsoons are most likely to occur. I told him it stopped running at 5 p.m. so it wasn't even running then. Even then he couldn't say Eric had made an error even though Eric's service was contradicting was Dale himself was claiming the way it's supposed to be complete. My new pool service also told me the vacuum wasn't working because Eric had it attached with the wrong kind of attachment. Again, Dale refused to admit anyone working for him was at any kind of fault.
To summarize, I'm supposed to be sympathetic to his receptionist's lack of maturity and experience, his manager's inability to insist family members do their jobs right, his pool service man's lies and inability to keep a schedule or basically clean a pool, but they never have to responsible for the pool getting cleaned. If he could have been even remotely sympathetic to the fact I wanted to complete my physical therapy in my clean pool, I might not have posted this review. However, after it became apparent from the ground up that this business wasn't going to be even a little reasonable or apologetic, it seemed best to try to help other people know how horrible and unprofessional this company is.
Also, since switching to a different company that actually services my pool every 7 days, my filter only runs 5 hours a day. It's never looked cleaner and if I were so inclined, I could bath in my pool. The only creature that could have bathed in my pool when B & L pool serviced it was Shrek.

This customer did purchase a board from us and have it installed as he stated, however, there is no way for us to verify what caused the problem with the board without seeing it on the spa and verify what else is going on with the system as a whole. If what he states caused the problem would have...

happened, it would not have run for seven months, a loose connection would have caused damage to the board with in a few days or less of running the system.
B&L makes every effort to warranty and take care of our customers to the best of our ability. However, when we have no way to verify what is causing the issue, due to the board already being removed by another company, it makes it very hard for us to do this.
On a side note, the person who installed the board and the person who inspected the board in the store are both certified spa technicians. And both have years of experience working on these spas. 
Sincerely, 
[redacted]
B&L Pool Repair & Supply Inc.

We strive to provide the best service to all of our customers. We apologize that we were not able to live up to your expectations.

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.

I am not satisfied for several reasons 1, As stated by a certified spa repair man to me the circuit board B and L installed by by their tech did not screw down the nut tight which led to an arch across the board eventually causing to board to malfunction which took a few months This again was the problem. He stated that this problem could take a few months to develop if you don't believe me call or ask him which I have left his number and name. 2. That tech from B and L pools no longer works their. 3.Calling B and L pools to take a look and see what the problem was would cause me a service charge of 75 dollars at the very least. 4. I beleive just as now they would not have taken the responsibility. 5. When I took the board to B and L they didn't deny that this was the problem but rather said it was out of warranty and that the person who installed the board no longer works for them. 6. I believe anyone in the industry would back up me and not that the board would have gone out during the warranty period as B and L says. 7 These boards are made to last more than a few months. 8 Bottom line its was shoddy workmanship I paid for and I had nothing at all to do with its short life B and L did and I want a refund. You see why I don't trust B and L Pools

Regards,

Worst service ever.

Paid two months worth of services from them, and my pool was green the entire time. THey literally made me waste hundreds of dollars on equipment I never needed, and kept getting told, "If it doesn't turn blue by this weekend, it will the next weekend." Almost two months later and the pool was still green.

THey kept sending different reps to my house to "check it" and figure out what was going on, and what really did it for me was the last time they sent someone to check it out, I saw with my own eyes that the rep just literally poured a bunch of shock in the pool then left; never cleaned it, never checked the balance, and did absolutely nothing.

They kept giving me the run around, and there's definitely lack of communication. THey don't email or send bills, they just randomly charge without any sort of communication. To top it off, their reps are liars. One of them stated that they called and left me a voicemail stating I needed a new hose, and looking at my call logs on my cell phone, there wasn't a single call from anyone nor a voicemail left. I'm not an it, and being a Director for one of the most client service companies in the mortgage industry, their lack of professionalism and client service made me sick.

As soon as I cancelled my services, I hired someone else, and they were able to turn my pool blue within 24 hours. This leads me to believe that they were just trying to take advantage of me, and I would NEVER recommend anyone to this company.

I wouldn't be surprised if after seeing this review, instead of siding with the customer, they would make an excuse as to why they weren't able to turn it blue. If another company was able to do it within 24 hours, there's absolutely no excuse.

I would NEVER, EVER recommend anyone using this company. It's a waste of money.

If you like never knowing when your pool is going to be cleaned, being lied to and having no one be held accountable for (lack of) services to your pool, B & L Pools is the company for you!
Let's be clear, as a customer, you can give them every single opportunity in to the world to admit some fault or wrong doing and they will dig their heels into the ground and give you every excuse under the sun why they are not responsible. If the employees aren't related by blood, the owner will tell you they are "like family" and while he doesn't say it, he's implying that keeping them happy is more important than keeping you as a customer, even when the employee is at fault.
I had pool service with this company for a year. First I communicated with the man who serviced the pool himself. I asked him for a time card for him to fill out each time he was here. He said the company didn't have those. I asked for a day or two a week that he could guarantee being able to service the pool. According to him, impossible. It was whenever he felt like it and if he didn't bother to show up, I had no way to prove he had never completed the service. Multiple times I had to request he come because it was obvious he did not service the pool that week and if he had, he had done an extremely poor job.
After a year of sending photos of my dirty pool to Eric, the man B & L enlisted to service my pool, I had an accident that caused an injury requiring physical therapy in the pool. Once I started using the pool every day, my disappointment with the lack of services I was paying for caused me to call B & L Pools directly. The phone was answered by an immature sounding employee, Marissa B[redacted], who as it turns out is the manager's daughter. I told her that once again, Eric had not showed up for over a week to service the pool and once again, it was gross. She promised to talk to Eric and get back to me. She didn't call back that day or the next morning so I called her back. Her solution was that Eric would be out later that day. No apologies or explanations for the poor service or her inability to return a call. I told her that was fine, but this kind of service needed to change. For instance, do they have a check off list or a card for Eric to leave for him to prove he was here every week? She said they did. I told her Eric had said the company did not have such a sheet. She gave no explanation or apology for why I was lied to and instead just said that she would have him bring a sheet his next service. Because her reaction made it seem like these kind of problems were standard, I wanted to let her know that I was simply not going to allow this kind of "service" to continue. I stated that I was going to be loud and obnoxious until I started getting the service I signed up for, weekly service that resulted in a pool that looked like someone spent more than five minutes cleaning it. I stated I had been polite and had asked Eric to do his job for nearly a year, which produced no results. Her response was in no way reassuring that service was going to get better. Immediately Marissa's defenses were up and she reacted to criticism of a business in the way young people often react -- as if you had criticized them. She raised her voice and said that if I was going to be loud and obnoxious, she didn't have to help and acted as if I needed to be grateful for sub-par pool service. She continued that they didn't have to guarantee a day of the week for weekly pool service. I understood that I was never going to get my pool service every Thursday at 9 a.m. But I thought it was beyond reasonable to ask for service to guarantee to be completed one of two days a week that they could pick. Her resistance makes me think that the reason they don't want to commit to service being completed on certain days allows them to scam people and do service every 10 days or 12 or whatever is convenient for them. Because Marissa was acting so childish and taking the whole thing so personally, I had to ask her if she owned the company, because in my experience, only people who own the company are that secure with unprofessional behavior. She told me she did not, so I asked to speak with a manager. She was happy to hand me over the manager, Blaine B[redacted], otherwise known as her dad.
I explained Marissa's behavior and he wasn't phased by it. I didn't know his bias at the time, but once I did, his response made total sense... For a dad. Not as a manager representing a business. Zero apologies, zero acknowledgement that she had not only promised to call me back and failed, but she had been rude as well, but I guess that's just normal business over at B and L Pools. So after Dad Blaine swept his kid's bad customer service ability under the rug, we turned to Eric and he said he needed to discuss the problems with Eric. He also said that he could get a time sheet out to me and that we could narrow it down to two days a week. He had no response for why this wasn't already in place. I agreed to this and we hung up. The next week, Eric failed to show up and didn't notify me By this point, I was furious. I called and explained to Blaine how the year I stayed with them, the pool service was abysmal. I asked him if they could guarantee certain days of the week for service and a pool card. He said they could. I asked why Eric hadn't been doing this already and he had no response. He said he would have to ask Eric. In my anger, I called Eric a name that Blaine did not appreciate, understandably. Within two minutes of my bad behavior, I apologized and said, "I'm sorry that I called Eric a name, that was uncalled for and a bad decision." I said it because I meant it, but I also thought it might prompt Blaine to say he was sorry that they hadn't given me the greatest service, both pool service and customer service. Instead, he said that I needed to understand that I had talked to Eric, not them, so Blaine had no proof that my pool service had been bad for a year. He again said he needed to speak with Eric to hear his side. I said fine and we agreed to speak later. It was when I hung up that I realized I had plenty of text messages and photos periodically taken of my pool throughout the year of pool service and I could let Blaine see how the service truly had been terrible. I sent more than 10 pictures, showing green stuff on the side of the pool, text messages showing that I had to remind them of their obligation to service the pool, photos of cloudy water and generally just my disgusting looking pool. Any pool service professional would have looked at some of these photos and known that some of them were the result of not having been cleaned in a while, making it obvious that Eric was not coming roughly every 7 days. This was Blaine's response to that email and I can assure you we had zero communication outside of this email:
"Good afternoon [redacted],
I am sorry for the delay in response I had a meeting off site this morning,
I have read all your correspondents, and looked over the picks and text you have sent me and the ones you have sent Dennis over the past year.
I do understand your frustration if we are not meeting your expectations in keeping the pool clean. I also want to be sure that the expectations are reasonable.
I have talked to Eric in length about the pool and discussed the pics and your comments.
Here is where I would like to do going forward from here.
Eric will be on site either Thursday or Friday each week to perform the standard maintenance of the pool, he will be putting a sign in card in the timer box which is to remain there till full to document what is going on with the pool and what he does each week.
Each week he should remove the heavy debris from the surface, clean out the baskets, back wash as needed (this may not happen weekly) brush down the pool walls and check and balance the chemicals.
If for any reason Eric can not make it to the house he will contact you to reschedule and be sure you are aware of what is going on.
Eric will also notify you each time he shocks the pool so you are aware that the pool may be cloudy white, which is a common occurance when the pool is shocked as part of a regular maintenance procedure.
If a week passes and the sign in card has not been signed, please send me a picture of the card and we will consider it a week missed and the account will be credited, along with this please send me a pic of the pool if possible.
Thank you for letting me know what is going on so we can get this resolved."
An apology for taking a few days to respond to the email. Not a single one yet for not performing the service I pay for. He acknowledges "my" frustration if they are not meeting "my" expectations. I tend to think when someone signs up for weekly pool service, to expect weekly pool service is not singularly "my" expectation. People tend to expect what they agreed to pay for. I also like this condescending sentence: "I also want to be sure that the expectations are reasonable." Again, implying that me wanting my pool to be cleaned every week, like I'm paying for, is unreasonable.
I love small businesses, so I was willing to ignore the lack of apology, the lack of acknowledgement that their employees had been at fault in any way. I gave them another chance. I emailed Blaine back and told him a few amendments I had to what he described because at this point I learned the more specific I was, the less room there was going to be for excuses if something went wrong. Less than three weeks later, it went wrong. Eric left noted on his sign in sheet that the pool vacuum was unplugged. He did not note that he plugged it back on the sheet. I checked the pool less than an hour after Eric left and the vacuum was still unplugged and let me know it had likely not been plugged back in when Eric was here. I plugged it back in and it felt weird. A few days later, I saw it was unplugged again, so I turned off the skimmer/filter and looked in the plug. The pool thermometer normally tied to the side of my pool had broken off and was stuck in the skimmer where the vacuum would plug in. Again, this leads me to assume that Eric didn't want to kneel on the hot cement and pry the thermometer out himself and then plug the vacuum back in. (It took me twenty minutes and for my trouble I got a heat blister on my hand from contact with the cement.) He also didn't feel the need to let me know about the problem so that I could prevent my pool from becoming disgusting due to a lack of vacuum or skimmer for four days. I called Blaine and asked if after all the details we had gone over, if I need to detail every possible scenario with the pool to continue service. I explained what had happened. His response was that he would talk to Eric and get back to me. When he did, he told me Eric said he had plugged the vacuum back in and there must be something wrong with the vacuum. I told him that what was had been wrong was Eric was too lazy to remove the thermometer. He insisted the vacuum was broken. I told him after plugging it back in, it was fine and that if he had plugged it back in, it would have been noted on the sheet, which was the whole point it was there, so what Eric did was documented. He only wrote "Found vacuum unplugged." Not that he did anything about it. So I finally had enough of Blaine's excuses and said I was going to the owner. I asked for his name and number and and unprofessional to the core, Blaine made getting the owner's name, number and contact time as difficult as possible. When I finally received the information, I made plans to call the owner, Dale H[redacted].
When I reached Mr. H[redacted], he was pleasant at first. I went through all the incidents and was candid about my own bad behavior. I told him how much I admire small businesses and told him that I was already planning to switch to a new company but I thought he might want to know how badly his employees were behaving. It was clear after speaking to Dale why all the employees excused the other employees bad behavior because that's exactly what Dale did. Marissa was "a little immature and inexperienced" and his wife had used to answer the phone so he knew what a hard job answering the phone could be. Blaine was "being protective of his daughter like I would have been with my wife." Eric was like family and "has worked for me for years." I told him some things I had found out about the kind of care my pool needed from my new pool service company. First of all, my filter was running 18 hours a day, including during some of my peak usage hours making my electric bill well over $300 every month. Eric had never asked me to set the filter for that long and he definitely hadn't told me he was going to set it during peak pricing hours. Dale told me all companies do it differently and asked when my peak hours were. I told him between 4 and 7 pm. He said during the monsoon season, which we were barely in, required it to run between 5 and 7 because that's when monsoons are most likely to occur. I told him it stopped running at 5 p.m. so it wasn't even running then. Even then he couldn't say Eric had made an error even though Eric's service was contradicting was Dale himself was claiming the way it's supposed to be complete. My new pool service also told me the vacuum wasn't working because Eric had it attached with the wrong kind of attachment. Again, Dale refused to admit anyone working for him was at any kind of fault.
To summarize, I'm supposed to be sympathetic to his receptionist's lack of maturity and experience, his manager's inability to insist family members do their jobs right, his pool service man's lies and inability to keep a schedule or basically clean a pool, but they never have to responsible for the pool getting cleaned. If he could have been even remotely sympathetic to the fact I wanted to complete my physical therapy in my clean pool, I might not have posted this review. However, after it became apparent from the ground up that this business wasn't going to be even a little reasonable or apologetic, it seemed best to try to help other people know how horrible and unprofessional this company is.
Also, since switching to a different company that actually services my pool every 7 days, my filter only runs 5 hours a day. It's never looked cleaner and if I were so inclined, I could bath in my pool. The only creature that could have bathed in my pool when B & L pool serviced it was Shrek.

I was pleasantly surprised when I walked into one of their stores last week. They were extremely helpful, polite, courteous and knowledgeable. I will definitely return. What a great option to the usual pool stores.

Response to customer’s concerns:

After reviewing the customer’s second letter, B&L still has not changed its position. 

1st - An electrical board that has loose screws would not take months to burn up. In fact, it would burn up within a few uses if not immediately. 

2nd – If the customer had notified us when the problem first started, we would have been more than happy to come out and verify what the issue was with the board. If we had found anything that we had done incorrectly, B&L would have warrantied our work and the parts in question at no charge to the customer.

3rd – If the customer would like to bring the board into B&L, we will ship it to the factory for inspection. If they state that it was installed incorrectly, we will replace the board for the customer. If, however, they state that there is something else wrong, the customer will have to agree to pay for the fees involved in this process.

4th – Lastly, it is never our intention or desire to upset customers. Nor is it our intention to not take care of a warranty issue that is truly ours. We apologize for not meeting [redacted] expectations on this repair.

Sincerely,

B&L Pool Repair & Supply Inc.

This customer did purchase a board from us and have it installed as he stated, however, there is no way for us to verify what caused the problem with the board without seeing it on the spa and verify what else is going on with the system as a whole. If what he states caused the problem would have...

happened, it would not have run for seven months, a loose connection would have caused damage to the board with in a few days or less of running the system.

B&L makes every effort to warranty and take care of our customers to the best of our ability. However, when we have no way to verify what is causing the issue, due to the board already being removed by another company, it makes it very hard for us to do this.

On a side note, the person who installed the board and the person who inspected the board in the store are both certified spa technicians. And both have years of experience working on these spas. 

Sincerely, 

B&L Pool Repair & Supply Inc.

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 response from the business did not offer any type of resolution.

[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

I was pleasantly surprised when I walked into one of their stores last week. They were extremely helpful, polite, courteous and knowledgeable. I will definitely return. What a great option to the usual pool stores.

Worst service ever.

Paid two months worth of services from them, and my pool was green the entire time. THey literally made me waste hundreds of dollars on equipment I never needed, and kept getting told, "If it doesn't turn blue by this weekend, it will the next weekend." Almost two months later and the pool was still green.

THey kept sending different reps to my house to "check it" and figure out what was going on, and what really did it for me was the last time they sent someone to check it out, I saw with my own eyes that the rep just literally poured a bunch of shock in the pool then left; never cleaned it, never checked the balance, and did absolutely nothing.

They kept giving me the run around, and there's definitely lack of communication. THey don't email or send bills, they just randomly charge without any sort of communication. To top it off, their reps are liars. One of them stated that they called and left me a voicemail stating I needed a new hose, and looking at my call logs on my cell phone, there wasn't a single call from anyone nor a voicemail left. I'm not an it, and being a Director for one of the most client service companies in the mortgage industry, their lack of professionalism and client service made me sick.

As soon as I cancelled my services, I hired someone else, and they were able to turn my pool blue within 24 hours. This leads me to believe that they were just trying to take advantage of me, and I would NEVER recommend anyone to this company.

I wouldn't be surprised if after seeing this review, instead of siding with the customer, they would make an excuse as to why they weren't able to turn it blue. If another company was able to do it within 24 hours, there's absolutely no excuse.

I would NEVER, EVER recommend anyone using this company. It's a waste of money.

Review: I opted to have B&L Pools retile and resurface my pool, strictly a cosmetic issue. The work cost me $6360.86 using an Ultra Poz surface and was completed on Friday, May 10. B&L did the chemical startup on Monday, May 13. I was given strict instructions on procedures to follow involving brushing twice daily, keeping the chemicals balanced when to used the automatic pool cleaner, etc. I followed all procedures to a T and visited my local B&L store(about 1/2 mile away at 51st Ave. and Peoria)to have my water tested regularly. They gave me written record of my pool chemicals starting in June but I visited regularly prior to that time. I followed all of their instructions exactly and got to know the personnel there on a first name basis.

I had them back on June 28 to replace my filter for $901.78 due to a leak. It was likely the result of some of the materials from the resurfacing, but it was an old filter so I didn't press the issue.

Another leak occurred in the above ground new pipework for the filter on July 8. B&L people came and replaced what they said was a gasket at the jandy valve. They charged me $74.23 saying it had nothing to do with the filter installation. I fought the charge and Blaine, the B&L General Manager, at the main office later agreed to drop the charge.

The next day, July 9, I noticed a widespread stain throughout my pool. I visited my local B&L with a water sample and was told my water was well balanced. I bought a Stain Treat 2 and followed instructions given to me at the store on July 15. There was no improvement.

When I spoke to Blaine to refute the $74 charge for the leak on July 30, I told him about the stain. He said to keep him informed about the stain. I spoke to the store manager near me many, many times about the stain as I took regular water samples in. I also tried some packets in my pool which were to tell me what kind of stain I had, but none of them did anything.

I spoke to Blaine again on August 21 to request he come to see my stain. He said he would send the plasterer to check out the problem.

On August 27, someone from Nasave's Pool, the plasterers, came. He put pool acid directly on the stain with a piece of pool hose but nothing changed. Therefore he said the stain was not his responsibility as it was not a surface stain. He said he would contact B&L and tell them the situation. An independent assessment would be made next by Applied Materials to determine the nature of the stain.

Two weeks later, having not heard from anyone, I called Blaine again on September 9. He returned my call the next day and said I would have to pay $250 for that previously mentioned assessment. If it turned out to be their problem, the $250 would be reimbursed to me. By the end of the conversation, after I said I didn't intend to finance that assessment, Blaine agreed to split the cost of that assessment . I told him I would have to think over the situation and would get back to him. I also figured out that Applied Technologies is NOT an independent concern, but the makers of the Ultra Poz surface I had applied in my pool.

On September 20, I once again called Blaine. I requested that B&L pay the entire cost of the assessment. He would speak with [redacted], the owner of the company and get back to me, but he was out of town until September 29.

[redacted] called me on October 1. He proceded to tell me the stain is likely due to high alcalinity and is not their fault. I would need to empty my pool again and have it polished at a cost of approximately $1000 (at cost) to get rid of the stain. I knew I would have to add approximately $500 to that cost for emptying and refilling my pool to pay for water and electricity to run the pump for 24/7 for 3 days, and I'm looking at a cost of at least $1500 to fix an ugly pool.

My pool looked better before I had it resurfaced. I followed all procedures given to me and had my water checked at least once a week at THEIR store. NO one ever told me I had an alkalinity problem.Desired Settlement: I want my pool to look the way it was supposed to when I agreed to pay over $6000 to update it, the way it looked when it was first completed. I don't want to pay another penny to accomplish this.

Business

Response:

Date Sent: 10/17/2013 12:00:00 AMOctober 16, 2013Revdex.com[redacted]

[redacted]Reference:Complaint ID#: [redacted]Attn: [redacted]Request for extension for official response[redacted] did have her pool surface redone by B&L Pools in May of 2013. I have talked to her on a couple of occasions since then in reference to some concerns she had about what we feel to be stains caused by chemicals and she feels to be defects in installation since that time.However I did refer this situation over to B & L Pools owner, [redacted], on 9/30/13. I have not been involved in the conversations nor do I have knowledge of what they discussed since that time. Unfortunately Mr. [redacted] is out of the country until October 25,2013.For that reason I ask that you give B&L Pools until October 29th to respond to this situation properly. I in no way want to delay this longer than needed. But I also do not have all the facts so cannot make a proper decision on B&L's behalf without talking to Mr. [redacted] first.Please let me know your position as soon as possible. Sincerely,[redacted]General ManagerB&L Pool Repair & Supply Inc.

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.

Regards,

I have never specifically stated the stains were due to poor workmanship on the part of B&L pools. If the stain, however, was caused by poor chemical balance, as was suggested by [redacted], I do feel B&L was negligent in keeping me informed of such an issue when I took my water samples in regularly after having my pool filled post resurfacing.

Business

Response:

Nov. 4, 2013 Revdex.com[redacted]

[redacted]Reference:Complaint ID#: [redacted]Attn: [redacted]Response to customers concerns:As I mentioned before, B&L Pools works with all our customers to come to an agreement that will work for both parties to help resolve any situation. To that end, B&L Pools has offered to drain, acid bath and polish the customer's pool at cost.The fact remains these are chemistry stains. These are not something B&L can control. This offer remains open at this time.Sincerely,[redacted]B&L Pool Repair & Supply Inc.

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Address: 16427 N Cave Creek Rd, Phoenix, Arizona, United States, 85032-2918

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