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H20 Pros Inc.

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H20 Pros Inc. Reviews (2)

I spoke with [redacted] the day after her negative experience over the phone with one of our female employees and her complaint to Revdex.com. I have spent the following days delving into the matter, speaking and playing phone tag with a half dozen employees to see how they recall the matter. My Technician...

recalled the service call slightly different than she stated it went, saying that he touched nothing but the jetted bathtub, and said that a man (presumably the husband or significant other) that was there had moved any obstacles. I also spoke with all our Service Coordinators and asked them if they recalled any disgruntled messages about a broken video game controller or a jetted tub in Penn Valley, and they said they didn't recall any messages. I spoke with our Service Office Manager, and she said that she did recall the service call and ordering an air switch for the jetted tub, which she believed was picked up in our Grass Valley store, but beyond that she didn't remember anything else. Lastly, I spoke with our Grass Valley Store Manager and Sales Associates that were present on the day of the complaint. Both of the ladies present said that they did not remember having such a conversation, but both offered to apologize on behalf of the company. In fact the Senior Sales Associate that was one of the ladies present on that day said that she tried calling the customer immediately after hearing about the situation, but she was unable to reach her. I have worked with most of these employees for several years and have found them not to be rude or liars, but to have character traits congruent with the values our company: hardworking, having integrity, and good customer service. I believe the whole incident to be a severe case of accidental miscommunication. None of this changes the fact that the customer felt they were intentionally mistreated and slighted. While we do not have a standard operating procedure for dealing with this situation, I personally have reached out to the customer to remedy the situation. Additionally, the apologies from the female employees working in the Grass Valley are extended, and they'd be more than willing to apologize to her firsthand.

Review: I discovered a white substance at the bottom of my pool. All Seasons Pools service dept. sent someone to look at my pool. I was told that the DE filter was leaking into the pool. I was told the backwash valve and O rings probably needed to be replaced. This work was performed and I was charged $141. The problem continued and another worker responded to diagnose the problem. The employee said that he disassembled the filter and checked the O rings and that it should be okay. The problem continued and another worker responded. I was told that the filter grids were bad and had to be replaced. The grids were replaced and I was charged $350. The problem continued. Several different workers came out and completely upset the pool by discharging the DE from the filter into the pool. This went on for 18 months, the problem was never rectified. I contacted the manufacturer of the filter and was told to make sure the backwash valve was installed correctly. Since different workers had responded each time, I asked the most recent one to check the backwash valve to make sure it was installed correctly. I was told he replaced the backwash valve and was charged another $141. I contacted the company and said it had already been replace and it only need to be checked. The company denied the backwash valve had been replaced earlier and sent my bill to collection without warning. I paid the $141 and $20 for the collection agency. I asked a different pool company and they said bring in a sample of your water. The sample was tested for free and I was told the Cyanuric acid level was extremely high and that the substance in my pool was plaster and not DE from the filter. I drained down the pool refilled it and the problem was solved. All Seasons Pool never tested the water. They looked at the white substance on several occasions, but said it was DE and that my filter was in need of expensive repairs. I now know the plaster that was in my pool, looks completely different fromDesired Settlement: Even though none of the work was needed and I paid All Seasons almost $500 for unnecessary work. I want the $161.42 I had to pay refunded. If I have to take them to court, I will ask for all of the money paid to All Seasons to be refunded.Let it be noted that the Cyanuric acid level was at 200, which is a health hazard. All Seasons Pool was negligent for not testing the water to diagnose this well known condition. I was not notified that we were swimming in a pool that was unsafe.

Business

Response:

To whom it

may concern: Here at All Seasons Pools& Spas,

we pride ourselves on superior customer service. I am unhappy to hear that Mr. Beals had the experience that he

did. We will refund the requested $161.42. In addition, we will send Mr. Beals

a $100 giftcard to spend on supplies at any

of our retail locations. Since this job we have made changes to our policies

and procedures to prevent this from happening again. Thanks, [redacted]

General

Manager

P: ###-###-####

F: ###-###-####

[email protected]

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Description: Swimming Pool Service & Repair, Swimming Pools - Maintenance, Spas & Hot Tubs - Dealers, Spas & Hot Tubs - Service & Repair

Address: 4055 Grass Valley Hwy Ste. 107, Auburn, California, United States, 95602

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