Dover Pools

I am responding to a customer concern submitted on July 26, 2014 with the ID of [redacted]. My name is [redacted] and I am the Vice President of Dover Pools. Iwas extremely sorry to hear of the negative experience this customer had in one of our locations. After 38 years in business we pride...

ourselves on providing great customer service, particularly since we are a "leisure" business. We recognize that consumers have a choice when selecting where to buy their pool and spa products therefore we believe our excellent customer service sets us apart from other establishments.
The employee who was mentioned in the complaint has been spoken to regarding the matter and understands how he could have avoided the negative consequences. The customer's concerns were certainly valid; we understand that the money and time it takes to keep a pool maintained can be overwhelming. It is our job (we feel) to help to alleviate the stress by giving professional advice. Iam
willing to give (at no charge) the customer any and all chemicals it takes to get their pool clear. They can contact me directly or I would be more than happy to call them as well.
Thank you for your time

Review: TODAY, MY HUSBAND AND I WENT TO DOVER POOLS FOR A WATER TEST. FOR OVER A MONTH OUR POOL HAS BEEN GREEN AND AFTER FOLLOWING INSTRUCTIONS FROM [redacted] (WHO DESCRIBED HIMSELF AS THE STORE MANAGER) REPEATEDLY FOR THIS TIME PERIOD (INCLUDING FLOCCING JUST LAST WEEK) OUR WATER IS STILL GREEN USING THEIR BAQUICIL PRODUCT. THIS EMPLOYEE MADE JOKES ABOUT ALL THE TIME AND MONEY WE'VE SPENT TRYING TO RESOLVE THE PROBLEM AND RECOMMENDED FLOCCING THE POOL AGAIN (A WEEK AFTER DOING IT BEFORE). WHEN I TOLD HIM THAT WE WERE LIVING IT, IT WASN'T A JOB TO US, WE'RE LIVING IT AND WE'D LIKE IT FIXED. HE TOLD US HE DIDN'T LIKE OUR ATTITUDE AND REFUSED TO SERVE US. I HAVE NEVER BEEN TREATED SO RUDELY AND UNPROFESSIONALLY IN ALL MY LIFE. NORMALLY WHEN A CUSTOMER HAS A PROBLEM, YOU WOULD LIKE TO THINK THE ONLY ESTABLISHMENT THAT SELLS BAQUICIL IN DELAWARE WOULD BEND OVER BACKWARDS TO ASSIST, ESPECIALLY WITH ALL THE MONEY WE'VE SPENT THERE AND THE TIME WE'VE UTILIZED IN TRYING TO USE OUR POOL. ONCE HE REALIZED THAT WE WEREN'T IN THE MOOD TO JOKE ABOUT THIS SITUATION, HE BASICALLY TOLD US THAT HE REFUSED TO SERVE US. I ASKED TO SPEAK TO THE MANAGER AND HE STATED THAT HE WAS THE MANAGER. IF THAT IS THE QUALITY OF SERVICE THAT THE PUBLIC CAN EXPECT FROM MANAGEMENT AT DOVER POOLS, THEN ITS CLEAR THEY FEEL THEY HAVE A MONOPOLY ON THE MARKET AND DON'T NEED TO TREAT THEIR CUSTOMERS WITH ANY RESPECT AT ALL.Desired Settlement: I'M HOPING THAT SOMEONE WHO MANAGES THE STORE WOULD TAKE THE TIME TO INVESTIGATE WHAT IS WRONG WITH OUR POOL. THE RECORD SHOWS THAT WE'VE TRIED TO FOLLOW THE RECOMMENDATIONS WE'VE RECEIVED THUS FAR TO NO AVAIL. IT'S CLEAR THAT THE ADVICE/INSTRUCTION WE'VE RECEIVED FROM MR DALE, AND THE PURCHASES WE'VE MADE AS A RESULT HAVE NOT GOTTEN US THE RESULTS WE WANT - BASICALLY TO BE ABLE TO HAVE A POOL THAT IS NOT GREEN. ADDITIONALLY, I'D HOPE THAT IF IN FACT [redacted] IS A MANAGER THERE, THAT WHOMEVER OWNS THE BUSINESS WOULD THINK TWICE ABOUT THEIR SELECTION OF THIS PERSON TO REPRESENT THEIR STORE IN DEALING WITH THE PUBLIC. IT WAS CLEAR TO ME THAT CUSTOMER SERVICE IS NOT HIS STRONG SUIT!

Business

Response:

I am responding to a customer concern submitted on July 26, 2014 with the ID of [redacted]. My name is [redacted] and I am the Vice President of Dover Pools. Iwas extremely sorry to hear of the negative experience this customer had in one of our locations. After 38 years in business we pride ourselves on providing great customer service, particularly since we are a "leisure" business. We recognize that consumers have a choice when selecting where to buy their pool and spa products therefore we believe our excellent customer service sets us apart from other establishments.

The employee who was mentioned in the complaint has been spoken to regarding the matter and understands how he could have avoided the negative consequences. The customer's concerns were certainly valid; we understand that the money and time it takes to keep a pool maintained can be overwhelming. It is our job (we feel) to help to alleviate the stress by giving professional advice. Iam

willing to give (at no charge) the customer any and all chemicals it takes to get their pool clear. They can contact me directly or I would be more than happy to call them as well.

Thank you for your time