Crystal Clear Pool Service of Yuma, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowWe have heard this similar response before with no follow thru. If/when a refund is confirmed and received, we will accept as resolved
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

There are many untrue statements in the business response. It is very upsetting that it is necessary for me to call in the first place. If the services were being properly provided I would not call them, ever. I have never asked for them to not use their chlorine and I have spoke to them far too...

many times to try and clarify what I expect from them. They do not listen to me but rather hear what they want to hear. Yes, my pool was serviced for algae recently but the problem was never remedied regardless of what they treated it with and is only continuing to get worse. They need to stand behind their service and provide what their customers are paying for. As stated, I have recommended them to people in the past as our pool tech was very good at his job and was maintaining quite well aside from minor treatments. Things have changed drastically since September 2016.  Our pool started turning brown in September and I have had to call almost weekly since. No matter what treatment they do or what chemicals are put in my pool is continuing to get worse. They need to fix this and stay on top of the service. I am tired of paying for the same treatment over and over while my pool guy talks on his phone rather than cleaning my pool properly. Again, the pool guys has always been welcome to knock on my door if chemicals were such a concern. He chose not to.

In the response to the claim above.Though we initially put a lot of time and money into trying to better figure out the scope of this project and as mentioned I believed there was a lack of commitment to move forward.  i believe that the customer is always right and If there is a disagreement...

in the services offered, I am willing to refund payment with reasonable terms [redacted]

Customer emailed our company on 4/5/2016 to cancel pool cleaning service with no explanation. Our company then contacted them to ask the reason for ending service. No algae was mentioned at that time.Customer later called us on 4/11/2016 after having stopped service with us 6 days earlier, saying...

they think they have black algae. Our company was no longer servicing the pool at the customers request, so we did not go out to assess.Customer continually called and emailed asking our company to assist and advise them with their pool needs. We explained there would be the usual and customary charge for this service. Customers stated they would not pay for any costs for this service.Our company went out on 4/21/2016 to assess and provide a treatment plan if the spots were black algae. They spots didn't look like normal black algae and customer was informed of this. On 4/26/2016 our company went out and provided an algae treatment at no charge. Technician went back to customers pool 2 days later and there was no change to the black spots. We informed the customer that we have done all the industry suggested treatments for black algae with no effect. Because the spots are scattered it could be staining of some sort, but not sure. We understand that pool management is difficult and wish customer all the best in their actions to care for their pool.

We do hear the frustration in this customer's comments and we appreciate Ms. [redacted]'s perspective is different than ours. We would happy to continue to provide her pool service and treat any algae outbreaks as we do for all of our pool customers. Use of chemicals is the financial responsibility of the pool customer.