Blue Lagoon Pool Service

Review: I have a brand new pool that is less than a year old. Being that I am a new pool owner, I hired Blue Lagoon to service my pool. However my pool has been anything but blue. My pool has been green with algae and murky all summer long. I am personally brushing my pool every other day trying to get rid of it. Blue Lagoon blamed the algae and overall dirty water, on the solar heater.He said the solar was basically blocking the filter. Which doesn't make sense because the solar works with the filters. After he came today, I took a sample of the water and had it tested at two different places. Both test results came back with ZERO chlorine and off the charts PH levels. He hasn't been putting any chemicals in my pool- all summer. I have been speaking with other members of my community who also use Blue Lagoon. Every singe pool owner he services that I have spoken to, is having the exact same issue. Green, algae laden pools. I had to spend $110 yesterday to by chemicals to treat and fix my pool, and his mistakes. He is refusing to pro rate or refund my August payment that he took out on the first. He has been scamming my family for 4 months. When he got caught, he was very rude and classless. We all work hard for out money. Give it to a honest, hardworking company. Not a lair and a cheat like John from Blue Lagoon.Desired Settlement: I was asking John that he at least pro rate or refund my August payment. He said that he doesn't do that, told me to enjoy my green pool and ended it with "buh-bye". Considering that I have been paying him $55 a month for 4 months, for a service that was not provided, I feel that a refund is at the very least fair.

Business

Response:

In response to customer “Simmont” complaint: ID [redacted] Note: Began service 5/19/14, no problems with pool until July – due to Filter system dirty/ Customer cleaned however solar left on continually creating more filter problems. Cancelled service on August 12 via text -just returned from their “camping trip”. The facts: This is a clear case of the customer (“a new pool owner”) NOT taking our advice for caring for their pool along with being ignorant on the care and maintenance for their pool equipment. We were hired to perform a “Chemical only” service for $55 a month. We tested and added chemicals once a week, when we were there on their service day. Unfortunately, with pool service, there are so many variables besides chemicals that affect a pool in a detrimental way. With a “Chemical Only” service –The majority of service is the responsibility of the customer. We can only advise and direct them on when and what they should or need to do, however, we can’t force them to do it. The Chemical Only service customer is expected to tend to the pool during the week between visits, which includes: Emptying pump and skimmer baskets often, Brush steps and landings of dirt and algae if/and when, as soon as it appears, keep pool clear of debris (floating and bottom), keep pool sweep maintained and clear of debris, keep filter system maintained/cleaned (minimum every 3-6 months inside this neighborhood, ESPECIALLY WITH SOLAR because algae loves warm water that’s not filtered efficiently) and running the filter system for the appropriate amount of time during the heat of the day, and also maintain water level above skimmer line to maintain proper filtration. – All for optimal water filtration. We try to educate our customers (especially “brand new” pool owners) on how to care for their pool. We strive to keep their pools healthy and our customers happy. But they have to want or have to be teachable. There a lot of factors involved here, that went wrong. In July, the pool started looking “murky”, (indicating a water filtration problem). We advised customer to clean the pool filters as soon as possible. Customer finally cleaned pool filters when the pool was already far behind in water filtration, and looking bad. We performed an algaecide treatment and a phosphate treatment after they cleaned the filters. (Extra charge of $60, but we did not charge the customer) We also explained to the customer that the pool solar system was NOT working properly and they needed to contact the solar company as soon as possible to correct the problem. The main problem is: The solar system is not synced up with the filter system speeds to allow the proper time to filter and clean the water. We have advised the customer to contact the solar company several times. The problem will only continue and get worse if not corrected. On service days, we came, and found the solar left on, and the valve in the wrong position over and over…detrimentally affecting their water condition. It was ON and so we turned it to “OFF” to ensure that the pool water would be filtered and not turn green. The solar system has to be manually turned off and on. It should be automated and synced with the filter system to avoid algae problems. To add….Additional pool problem -This customer has not and did not maintain their pool filters properly and did not clean their skimmer and pump baskets often, (choking the system), along with leaving their pool solar on for extending periods of time (water became warm algae water because it’s not filtered properly) Pool chems added to the pool, will just burn off quickly if the water is not moving and is stagnant and will not work efficiently in the pool. It was NOT OUR mistake that the pool looked bad. And it’s soooo, easy to blame the pool guy. We did not scam this customer; as a matter of fact, we did a lot extra service for this customer, and did not charge an extra charge. (Numerous times we removed toys from pool sweep along with replacing pool sweep back in the pool because it was always left out while they swam in the pool– not included in service) This customer is full of bologna, ungrateful and delusional. We choose to ignore the accusations that they throw our way. We have many customers in their neighborhood that we’ve done service for many years and are very happy with our service. They follow our advice if there are ever any pool issues. We .know we do a good job with customers that want to do the right thing and follow directions. We never said “enjoy your green pool”, we have the customers texts still to refer to. But we did say “bye, bye” after all the sarcastic, condescending comments. We don’t get paid enough money to be treated that way. If we “scammed, cheated and lied” to customers we would not have received “Best of Tracy” this year and for several years in a row now. In our customer agreement, we require a 30 day notice to cancel. We do not give refunds….especially when the cost to service this pool is far more than what we first quoted due to customer’s lack of attention to their pool. We would have liked the opportunity to finish out our service, per our service agreement with this customer, but was denied the opportunity to do so. Upon beginning this customer’s service, we provided list pool duties that clearly stated what must be done to maintain their pool and to keep it in the “best” condition possible. We held up our end of the agreement, they did not. If they did not want to follow our advice in how to care for their pool, they shouldn’t complain about how it looks. Thank you. Blue Lagoon