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Black Mountain Pool Service

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Black Mountain Pool Service Reviews (4)

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that his resolution of doing nothing would be satisfactory to me, since that is what this business owner has offered all along. Since there is no action required (nor requested) from this business, I will consider this complaint resolved.Furthermore, I have no issue paying for the partial month cleaning service - but not for the full month. Another professional pool company, Johnson Pools from Mesa, came to my house, took apart the filter, found that it was reassembled incorrectly, and after putting the filter back properly, and cleaning up the mess in my pool created by the employee of Black Mountain Pool Service, everything is fine. For the record, the owner [redacted] of Black Mountain Pool Service is the unprofessional party. Had he handled this matter professionally, instead of being obstinate, accusatory and defensive, he could have taken responsibility, inspected the filter and discovered the mistake, and learned that his pool tech lacks the experience to be performing these actions. Black Mountain Pool Service is at fault, and I have clear evidence of his. "Shouting" is a matter of relevance. Unprofessional behavior can be manifested in many ways.
Regards,
[redacted]

[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 his resolution of doing nothing would be satisfactory to me, since that is what this business owner has offered all along. Since there is no action required (nor requested) from this business, I will consider this complaint resolved.
Furthermore, I have no issue paying for the partial month cleaning service - but not for the full month. Another professional pool company, Johnson Pools from Mesa, came to my house, took apart the filter, found that it was reassembled incorrectly, and after putting the filter back properly, and cleaning up the mess in my pool created by the employee of Black Mountain Pool Service, everything is fine. 
For the record, the owner [redacted] of Black Mountain Pool Service is the unprofessional party. Had he handled this matter professionally, instead of being obstinate, accusatory and defensive, he could have taken responsibility, inspected the filter and discovered the mistake, and learned that his pool tech lacks the experience to be performing these actions. Black Mountain Pool Service is at fault, and I have clear evidence of his. "Shouting" is a matter of relevance. Unprofessional behavior can be manifested in many ways.

Regards,

I met with [redacted] before we started service and informed her like all of our customers what our service consists of.  This is weekly pool service with most normal chemicals included but there is an extra charge for filter cleanings ($100 twice/year) and phosphate and algae...

treatments.  When I met with [redacted] I explained this to her and she made no mention of the supposed August filter cleaning.  When we communicated with [redacted], as indicated in the complaint, we informed her in writing that we do filter cleanings in the fall and the spring.  We received no notification that we were not to perform our normal service that we had already previously agreed upon.  We asked [redacted] in writing if we could treat the pool for phosphates as it needed it, we did this because we always get permission from our customers for work that has not been previously authorized.We have well over 300 clients and they are all familiar with our service and how we carry out our tasks.  We do not notify customers prior to each filter cleaning and phosphate/algae treatments because that is the arrangement.  When we disassemble a filter and there is an issue with it we contact the customer to get approval to repair the problem.  When we did that in this instance [redacted] contacted us and was extremely unreasonable and belligerent.  When I spoke with him it was impossible to have a conversation as he was shouting and upset.  I told him we would send his bill to a collection agency and he could find someone else to service his pool.  We will not charge him for the filter cleaning since it is not worth the time and energy to pursue this matter.  The fact that he would like us to pay to repair his broken grids (wear item inside filter, very common for them to fail) is ridiculous.
Please let me know if there is anything further.
Thank you, [redacted]

Review: ON or about August 31, 2015 my wife [redacted] had discussions with [redacted] and/or [redacted] from Black Mountain Pool, LLC regarding regular cleaning of our pool at [redacted], Cave Creek, AZ 85331. [redacted] stated via email "We will clean your DE filter twice per year for a cost of $100.00 each." but [redacted] responded by saying it was ok to do the extra chemical service. She verbally told [redacted] to start the monthly cleaning service. [redacted] also told [redacted] not to do the filter because we just had that done in August.

On November 18th, 2015, we received an email from Black Mountain Pool Service, LLC stating the following. My wife's response upon forwarding to me is attached also.

(begin email thread)

FW: Black Mountain Pool Service

[redacted] 11/18/15 Keep this message at the top of your inbox

To: [redacted] BP Address

??? And no didn't know they were going to do that.

Date: Wed, 18 Nov 2015 17:00:53 -0700

Subject: Black Mountain Pool Service

From: [redacted]

To: [redacted]

Hi [redacted],

[redacted] did the semi-annual filter cleaning on your DE filter today.

He said they are in pretty bad shape and the nut that holds them in fell apart.

He was able to get the filter back together but when he added DE it all came back through to the pool. That indicates that there are tears and holes in the grids.

The replacement cost for new grids is $200.00.

Is it ok to go ahead and replace the grids with new?

Please let me know.

Thank you,

(End email thread)

Since then I've talked to both [redacted] and [redacted], and I told them both that we did not authorize anyone from their company to dismantle our pool equipment. They did this without our knowledge and consent, and subsequently caused damage. My last phone call with [redacted] ended with him telling me to find someone else to fix it, that he was going to turn my invoice over to a credit agency, and then he hung up the phone.

The original email thread is stated below:

RE: Pool Service

[redacted] 9/04/15 Keep this message at the top of your inbox

To: [redacted]

[redacted],

yes it is ok to the phosphate treatment.

Thank you

Date: Wed, 2 Sep 2015 08:37:06 -0700

Subject: Re: Pool Service

From: [redacted]

To: [redacted]

Most of the chemicals are included in the weekly service.

We do a phosphate and algae treatment in the spring for a cost of $40.00 and $20.00. We will clean your DE filter twice per year for a cost of $100.00 each.

I spoke with [redacted] after he serviced your pool yesterday and after testing the water and seeing some algae he thought it could use a phosphate treatment

now. We will go ahead and do that if it is ok with you.

Let me know if you have questions.

Thank you,

On Wed, Sep 2, 2015 at 7:58 AM, [redacted] wrote:

All chemicals included in service?

Sent from my Verizon Wireless 4G LTE DROID

[redacted] wrote:

That is the plan. We do sometimes need to rearrange routes as we add pools. But for now [redacted] will be in your neighborhood on Tuesday.

If we have any changes I will be sure to let you know.

Thank you,

On Mon, Aug 31, 2015 at 6:41 PM, [redacted] wrote:

Will he be coming every Tuesday?

Sent from my Verizon Wireless 4G LTE DROID

[redacted] wrote:

Hi [redacted],

[redacted] will be your pool tech and he will start service tomorrow.

Does that work for you?

Are there any instructions that we need to know?

Thank you,

On Mon, Aug 31, 2015 at 3:44 PM, [redacted] wrote:

Ok let me know what date asap. Thanks

Sent from my Verizon Wireless 4G LTE DROID

[redacted] wrote:

Hi [redacted],

We will be starting service on your pool this week.

I was out of town when [redacted] went out to look at your pool and give you a quote for service. He cannot locate where he wrote all of your information down. Would you be so kind as to send me your address?

I will let you know day and tech as soon as I put you on the schedule.

Sorry for the inconvenience.

Thank you,

On Mon, Aug 24, 2015 at 6:32 AM, [redacted] wrote:

Hello [redacted],

I will get you on the schedule for next. Once I know who will be cleaning your pool and on which day I will let you know.

Thank you,

On Sun, Aug 23, 2015 at 9:02 PM, [redacted] wrote:

[redacted],

I spoke with you about a week or so ago and just wanted to confirm that you will start the pool service next week.

Thank you

FW: Black Mountain Pool Service?Desired Settlement: Black Mountain Pool Service, LLC should do the correct thing and repair the damage they did to my pool filter. THis is the only acceptable outcome.

Also - [redacted] has your Revdex.com logo on their front page, which is one of the reasons [redacted] agreed to start using them - for weekly cleaning. Your Web site indicates that they are NOT an accredited business.

Business

Response:

I met with [redacted] before we started service and informed her like all of our customers what our service consists of. This is weekly pool service with most normal chemicals included but there is an extra charge for filter cleanings ($100 twice/year) and phosphate and algae treatments. When I met with [redacted] I explained this to her and she made no mention of the supposed August filter cleaning. When we communicated with [redacted], as indicated in the complaint, we informed her in writing that we do filter cleanings in the fall and the spring. We received no notification that we were not to perform our normal service that we had already previously agreed upon. We asked [redacted] in writing if we could treat the pool for phosphates as it needed it, we did this because we always get permission from our customers for work that has not been previously authorized.We have well over 300 clients and they are all familiar with our service and how we carry out our tasks. We do not notify customers prior to each filter cleaning and phosphate/algae treatments because that is the arrangement. When we disassemble a filter and there is an issue with it we contact the customer to get approval to repair the problem. When we did that in this instance [redacted] contacted us and was extremely unreasonable and belligerent. When I spoke with him it was impossible to have a conversation as he was shouting and upset. I told him we would send his bill to a collection agency and he could find someone else to service his pool. We will not charge him for the filter cleaning since it is not worth the time and energy to pursue this matter. The fact that he would like us to pay to repair his broken grids (wear item inside filter, very common for them to fail) is ridiculous.Please let me know if there is anything further.Thank you, [redacted]

Consumer

Response:

[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 his resolution of doing nothing would be satisfactory to me, since that is what this business owner has offered all along. Since there is no action required (nor requested) from this business, I will consider this complaint resolved.Furthermore, I have no issue paying for the partial month cleaning service - but not for the full month. Another professional pool company, Johnson Pools from Mesa, came to my house, took apart the filter, found that it was reassembled incorrectly, and after putting the filter back properly, and cleaning up the mess in my pool created by the employee of Black Mountain Pool Service, everything is fine. For the record, the owner [redacted] of Black Mountain Pool Service is the unprofessional party. Had he handled this matter professionally, instead of being obstinate, accusatory and defensive, he could have taken responsibility, inspected the filter and discovered the mistake, and learned that his pool tech lacks the experience to be performing these actions. Black Mountain Pool Service is at fault, and I have clear evidence of his. "Shouting" is a matter of relevance. Unprofessional behavior can be manifested in many ways.

Regards,

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Description: Swimming Pool Service & Repair, Swimming Pools - Maintenance

Address: PO Box 4141, Cave Creek, Arizona, United States, 85327-4141

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