Johnson Pools

As you can see from the attached account statement, Mr [redacted] was chronically late on his paymentsIn regards to his statement that the reasoning behind the tardy payments was due to missed service, you will also see that his account reflects no credits for monthly serviceOn the rare occasion that a gate is locked or a dog is out, we will always provide the customer with a credit for a missed week of serviceIt is unlawful to charge for services not rendered, and we pride ourselves on delivering services that we are paid forIt is completely erroneous that weeks of service were missed, as that is 22% of the weeks Mr [redacted] was with our companyIt is not possible that he would not have received a credit or an algae filled pool with with that much service being missedIn regards to the statement from the technician and Mr [redacted] , we would greatly welcome the opportunity to meet as a group and discuss this matterIt would suit all of us best to come to an amicable agreementThe paperwork has already been submitted to the court system, but as it does typically take 30-days for the matter to come before a judge, we would be open to any sort of agreement we can come to before that pointIt would suit all parties involved to have a meeting prior to being in a court room as once we enter the court room the balance will increase from the $owed currently to include court fees, lawyer costs and interest on the balance.The check for the vacuum has been received and the vacuum is paid in fullWe do expect payment for the months of June and July's pool care as services were rendered and provided in a professional mannerWe would be happy to provide documentation to a court as well that we have never not paid our employees, nor missed a single payday and we would be happy to provide these records if necessaryWe look forward to hearing from Mr [redacted] and look forward to setting up a meeting to come to a peaceful and amicable resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is why I am rejecting this letter:Lets start with the first statement they presented They stated that my bills were paid late on certain dates and I called in to change my credit card That is totally not true! I paid every bill they sent me in full The time in which I paid them varied due to their lack of service as stated on the contract I waited to pay bills when they were not showing up for service There were at least weeks that I did not receive pool service from April to July I refused to pay for service that was not performed They had to send out a new technician as they had multiple employees quit Once my pool was serviced up to what was owed on the contract I then paid my bill My account was canceled on July 7th They had not serviced my pool for weeks at that point The first week of June was the last service I had to call another service company to clean my pool as it was green from lack of service They never showed up and it cost me $to get my pool back to good condition I have a signed statement from the technician that was supposed to be servicing my pool His name starts with * He testified he did not clean my pool when he was supposed to clean it He stated he stopped cleaning it the first week of June He said the company did not pay him so he didn't complete service He also will testify to condition of pool on July 7th and was present when I called Johnson Pools I will pay for any balance on the pool cleaner as I did purchase that and thought it was paid for I have mailed in the check today for that balance I will not pay for service that was not completed and if needed I will provide to the court a signed statement from former employee that he did not service my pool each week as he was supposed to perform He skipped on purpose as they stopped paying his salary
Regards,
*** ***

To Whom it May Concern: *** *** has been a customer of Johnson Pools since April We have serviced his pool weekly from April until he canceled service in July There have been chronic issues with getting payment from Mr*** since the beginning of his
service with usIe, 2013, May pool service was not paid until June 4th, a water leveler install on June 6th was not paid for until August 1st 2013, November pool care was not paid for until partway through DecemberThese are just a few examples of the payments we have receivedOur pool care invoices are due by the 5th of each month, and our repair invoices are due upon completionWe have always tried to be lenient with Mr*** as well as have always waived late fees in the past. The overdue invoices currently is a remaining balance of $for a vacuum we installed (Mr*** sent in two payments, one for $200 and one for $but never sent in the remaining due for the vacuum) and two months, June and July for pool care.According to the dates noted by Mr. *** on this complaint background on which he spoke to the company, each of them was about an overdue invoice2/2/Mr*** called our billing department back regarding a invalid credit card number on fileAfter which point he removed the card from being on file and paid via CheckOn 3/5/14, Mr*** spoke to our billing department regarding February's overdue invoice, as a check had still not been receivedOn 4/18/14, Mr*** spoke to our billing department regarding a check we had received for $267, which was applied to 3 months of overdue Pool care invoices, however a 4th month was still overdue at that point and the call was regarding payment for the 4th overdue monthMany pool service, and general service industry companies have trouble maintaining a permanent staff throughout the year as the season for pool care is primarily in the Summer timeWe understand this and any time there is a change in technician, a supervisor will pick up the route until a new technician can be trained properly and given the routeAny time Mr. *** may have had a change in technician, a supervisor was the next one on his route to ensure no service days are ever missedWe pride ourselves on servicing customers on the same day each week, no matter whatMr*** canceled service with us on the 16th of July, for service through the end of July, as the invoices reflect. These invoices are legitimate and still need to be paid, as services were rendered on his property and a vacuum was delivered to the property as wellRegarding the threatening letter; it was merely a end of year notice we sent out to all customers who have outstanding debtsIt simply stated that we are reconciling our accounts for the year and giving a day grace period in which to get the account settledAfter the day period we will be sending the customer to collections or to small claims to collect the overdue balance before the end of the year

[redacted] POOLS [redacted] LUFKIN, TX 75901 PHONE [redacted]/FAX [redacted] August 23, 2016 Attn: [redacted] Revdex.com RE: ID [redacted] Customer Name: [redacted] Lufkin, TX 75901 [redacted] Pools is contracted/authorized by [redacted] of [redacted] Inspection Service (not the...

buyers as stated) to do the pool inspection @ [redacted], Lufkin Tx. [redacted] Pools has a long term trusting business relationship with [redacted] Inspection Service and Mr. [redacted] has 40 plus yrs of pool/spa experience and is the most knowledgable pool expert in the East Texas area. Part of the inspection process & check list is to power on and power off all equipment to inspect for proper electrical loads and inspect operation of the equipment. The buyers and the real estate agent were present and being given explaination of equipment operation at the equipment pad when Mr. [redacted] turned the pump motor off so as not to have to talk over the pump/equipment running operation noise. The pump motor would not restart when Mr. [redacted] turned the switch back on in their presence. Mr. [redacted] has no ability to produce an electrical surge as indicated. Pump manufacturers will typically pay the $65.00 labor fee involved in exchange of their pump motor being replaced under warranty. The $250.00 for labor stated is 4 times the standard rate for warranty pump motor replacement by manufacturers. Mr. [redacted] spoke with Mr. & Mrs. [redacted] and told them to have any pool company, electric motor company, or their equipment manufacturer to inspect the pump motor and put in writing with manufacturer support that Mr. [redacted] damaged the pump motor, and he would respectfully replace it. As of this date 8/23/16 [redacted] Pools has heard nothing else from the [redacted] and they have not produced any written document or paid invoices for pump motor replacement, stating that the pump motor was damaged by being turned off. If you have any questions you may contact our office @ [redacted] Sincerely, [redacted] Pools

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I don't agree with their assessment, and you can see from other complaints against this company that I am NOT the only one reporting these kind of issues.  So buyers beware, they are not an honest company and people should think twice about using them for services.  I found that cheaper is NOT always better.
Regards,
[redacted]

To Whom it May Concern: [redacted] was a customer of ours from 6/18/2014 through 8/7/14. Weunderstand that [redacted] started with us in order to take advantage ofthe "50% off the first full month" promotion we wereoffering. He began service with our company on June 18th and received2 weeks of...

service in June, a full month of service in July and then[redacted] called in and canceled on August 7th after receiving one weekof service in the month of August.. His June invoice was paid for,however the 50% off month of July and then one week of service inAugust was not paid for. We did perform services out at Mr. [redacted]'sproperty for each week that was billed and this $63 will need to bepaid for as services were rendered. Attached are all of Mr. [redacted]'s invoices as well as the correspondence withhim, which surmises the above statement. These charges are valid andneed to be paid in full. [redacted] received full service from us andthere was no notification or correspondence stating that his pool wasin an unusable state. The office answers all voicemails receivedwithin 24 hours as well as is staffed to answer any calls that comein during business hours. Mr. [redacted]'s calls were received for whenservice began, as well as when service was terminated. Johnson Poolsdoes not believe that $200 worth of damage was caused at Mr.[redacted]'s property. This damage was never mentioned to us until theletter was sent out asking to reconcile any outstanding debts. Wehave asked Mr. [redacted] for the receipt and for proof, yet he hasneglected to submit any documentation. In the case that there iserror on our part, we submit it to our insurance after investigatingthe situation ourselves. We are a licensed, bonded and insuredcompany and fully stand behind all work that we do.

As you can see from the attached account statement, Mr [redacted] was chronically late on his payments. In regards to his statement that the reasoning behind the tardy payments was due to missed service, you will also see that his account reflects no credits for monthly service. On the rare occasion that a gate is locked or a dog is out, we will always provide the customer with a credit for a missed week of service. It is unlawful to charge for services not rendered, and we pride ourselves on delivering services that we are paid for. It is completely erroneous that 15 weeks of service were missed, as that is 22% of the weeks Mr [redacted] was with our company. It is not possible that he would not have received a credit or an algae filled pool with with that much service being missed. In regards to the statement from the technician and Mr [redacted], we would greatly welcome the opportunity to meet as a group and discuss this matter. It would suit all of us best to come to an amicable agreement. The paperwork has already been submitted to the court system, but as it does typically take 30-60 days for the matter to come before a judge, we would be open to any sort of agreement we can come to before that point. It would suit all parties involved to have a meeting prior to being in a court room as once we enter the court room the balance will increase from the $178 owed currently to include court fees, lawyer costs and interest on the balance.The check for the vacuum has been received and the vacuum is paid in full. We do expect payment for the months of June and July's pool care as services were rendered and provided in a professional manner. We would be happy to provide documentation to a court as well that we have never not paid our employees, nor missed a single payday and we would be happy to provide these records if necessary. We look forward to hearing from Mr. [redacted] and look forward to setting up a meeting to come to a peaceful and amicable resolution.

We performed an acid wash and start up of the customers pool. The customer called in stating the pool was cloudy. We sent a supervisor out to check this out as well as the equipment and chemical levels. At this time, he performed a free filter inspection to address the cloudiness of the pool. Our...

supervisor discovered a crack in the manifold of the filter, which was causing DE blowback into the pool. The supervisor than informed the customer of the issue and that it was due to high filter pressure and the equipment being older. The customer declined the repair unless Johnson Pools paid for it. Johnson Pools is not responsible for the normal wear and tear of equipment therefore we sent another technician out to try to clear the pool and the customer discontinued service.

Property 1 serviced weekly: The technician reported a swarm of bees on site. He was able to service the pool, but not to his fullest potential. The office, technician, and supervisor reached out to you multiple times with no response on the matter.Property 2 serviced bi-weekly: We advised you to...

return to full service due to the upcoming heat and the proper maintenance of your pool. However, you chose to remain on a bi weekly cycle. Once the temperature rises, the phosphate levels tend to do so as well. This causes the algae.You left a message cancelling service and again the office, supervisor, and technician reached out to you multiple times. Had you communicated with us, we would have made every attempt to turn the pools around.

First off, [redacted] has the wrong number. This phone number has never been associated with Johnson Pools. This must be the reason she has been unable to make contact with us at that particular number. We've reviewed this information and the technician provided pictures of pool service for the...

dates being disputed.(Our office line had also undergone technical errors therefore we sent out emails informing our customers so, however, the phone lines have been straightened out.)

I used Johnson Pools as my pool service company starting in August, 2014.  The service provided was less than adequate, On at least a monthly basis I had to call the office and complain about; the pool tech not showing up, a different pools tech every week or so, pools techs showing up late (they were provided with a four hour window to service the pool every week, and pool techs not doing the work (brushing the pool, testing chemicals, etc) that they were contracted to do. Multiple times I considered firing them but did not until the Sept 8, 2015 incident.  Johnson Pools (and their techs) were advised by me that I would take care off all DE filter needs multiple times. In late August, 2015 the pool tech backwashed the filter (without consulting me and flooded my equipment. I advised him at the time that I would take care of the pool filter myself. On Sept. 8, 2015 the pool tech cleaned the pool and put in chemicals that needed to be circulated. The tech then decided to backwash teh filter again (again against my wishes).  In doing the backwash the pool tech snapped the multi-port handle.  The pool tech took pictures (with a cellular phone) and called Johnson Pools service department to have the handle replaced.  Since teh pool could not be run with the handle broken the chemicals could not be properly circulated.  When the pool tech left I called the office and talked to the staff and told them I also wanted the spider gasket replaced at tthe same time.  The offcie staff advised me the service tech would be out at *:00 am the next day with the correct parts to repair the pool.  The service tech (and pool tech) finally showed up the next day at 9:00 without the parts.  They looked at teh handle and tried to blame the damage on pebbles in the multi-port valve. I had already disassembled the handle and found few, if any, pebbles in the valve body. The service tech agreed to replace the handle but told me he would have to charge me to replace the spider gasket (which sits directly under the handle parts and requires no additional work to replace. I asked him how much he would charge me and he quoted me $189.   I advised him that I had the gasket changed before (and have done it myself) and knew the part cost $20-$30.  I advised him I knew the spider gasket costs $20-$30 and did not enjoy getting ripped off.  Knowing he was caught, he agreed to replace the handle but I would have to get the spider gasket myself.  I then called Johnson Pools and advised him what the service tech had pulled and advised them I was not happy.  Based on the fact that I had very poor service in the past and they had just tried to rip me off I did not feel comfortable having Johnson Pools make the repair and possibly damage other parts of my pool. I located and installed the handle and spider gasket myself on the same morning.  That afternoon I called Johnson Pools back and advised them I had changed the parts and they were fired.  I also advised them I expected them to pay for the part they had broken.  I was not rude or slanderous to the office staff. Irate maybe, but not slanderous.  I very much disagree that the broken part was damaged by sun, heat, and pool pebbles.  The part was about four years old and the original lasted about 15 years before replacement All pool equipment was working properly before the pool tech broke it doing a job he was not supposed to be doing and Johnson Pools should reimburse me.  I did advise Johnson Pools I would be contacting the Revdex.com and AZ ROC about the issue.  In closing, I wish I had read the Yelp reviews of this company (all very negative) before I hired them.  I can now see why they were so negative.

Complaint: [redacted]
I am rejecting this response because: The business is taking no responsibility for the action.  They turned off the power and the pump did not come back on.  That is not our fault.  The pump was under warranty so I am not even asking for the value of pump or the time it took to return and get a new one.  I am asking for the installation costs, which should have been offered in the first place.  If the $250 is too high, then what is owners idea of an installation cost for a pump?  I have a $250 receipt that I can submit.  I would like to know if owner plans to take any responsibility? I would still like the $250 for the installation costs I had to bear.  
Regards,
[redacted]

I used Johnson Pools as my pool service company starting in August, 2014.  The service provided was less than adequate, On at least a monthly basis I had to call the office and complain about; the pool tech not showing up, a different pools tech every week or so, pools techs showing up late (they were provided with a four hour window to service the pool every week, and pool techs not doing the work (brushing the pool, testing chemicals, etc) that they were contracted to do. Multiple times I considered firing them but did not until the Sept 8, 2015 incident.  Johnson Pools (and their techs) were advised by me that I would take care off all DE filter needs multiple times. In late August, 2015 the pool tech backwashed the filter (without consulting me and flooded my equipment. I advised him at the time that I would take care of the pool filter myself. On Sept. 8, 2015 the pool tech cleaned the pool and put in chemicals that needed to be circulated. The tech then decided to backwash teh filter again (again against my wishes).  In doing the backwash the pool tech snapped the multi-port handle.  The pool tech took pictures (with a cellular phone) and called Johnson Pools service department to have the handle replaced.  Since teh pool could not be run with the handle broken the chemicals could not be properly circulated.  When the pool tech left I called the office and talked to the staff and told them I also wanted the spider gasket replaced at tthe same time.  The offcie staff advised me the service tech would be out at *:00 am the next day with the correct parts to repair the pool.  The service tech (and pool tech) finally showed up the next day at 9:00 without the parts.  They looked at teh handle and tried to blame the damage on pebbles in the multi-port valve. I had already disassembled the handle and found few, if any, pebbles in the valve body. The service tech agreed to replace the handle but told me he would have to charge me to replace the spider gasket (which sits directly under the handle parts and requires no additional work to replace. I asked him how much he would charge me and he quoted me $189.   I advised him that I had the gasket changed before (and have done it myself) and knew the part cost $20-$30.  I advised him I knew the spider gasket costs $20-$30 and did not enjoy getting ripped off.  Knowing he was caught, he agreed to replace the handle but I would have to get the spider gasket myself.  I then called Johnson Pools and advised him what the service tech had pulled and advised them I was not happy.  Based on the fact that I had very poor service in the past and they had just tried to rip me off I did not feel comfortable having Johnson Pools make the repair and possibly damage other parts of my pool. I located and installed the handle and spider gasket myself on the same morning.  That afternoon I called Johnson Pools back and advised them I had changed the parts and they were fired.  I also advised them I expected them to pay for the part they had broken.  I was not rude or slanderous to the office staff. Irate maybe, but not slanderous.  I very much disagree that the broken part was damaged by sun, heat, and pool pebbles.  The part was about four years old and the original lasted about 15 years before replacement All pool equipment was working properly before the pool tech broke it doing a job he was not supposed to be doing and Johnson Pools should reimburse me.  I did advise Johnson Pools I would be contacting the Revdex.com and AZ ROC about the issue.  
In closing, I wish I had read the Yelp reviews of this company (all very negative) before I hired them.  I can now see why they were so negative.

First off, [redacted] has the wrong number. This phone number has never been associated with Johnson Pools. This must be the reason she has been unable to make contact with us at that particular number. We've reviewed this information and the technician provided pictures of pool service for the...

dates being disputed.(Our office line had also undergone technical errors therefore we sent out emails informing our customers so, however, the phone lines have been straightened out.)

We always try to work out the situations with the Customer directly. In this case the Customer has said several times that she doe not want us to come back out to the property. We have provided the services each week as agreed upon when the Customer signed up for service with us. There is no contract that they signed and was able to cancel at any time. The Customer never stated she wanted to cancel or was unhappy with the services prior to the complaint. Every situation we have been notified was addressed with the Customer within 24hrs either by a phone call to set up appointment or the Service Tech knocking on door and bring Customer outside to show her what is going on. We never take advantage of our Customers and always try to exceed their expectations.

Johnson Pools.

We discounted the customers $80 off of the acid wash and we were willing to turn the pool around. We are still willing to turn the pool around, however, the customer will need to move forward with any needed repairs in order for us to get the pool where it should be.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

After receiving a call from the property manager and then subsequent inspections from 2 different pool services we have found the pool pressures are running to high. The pump baskets that were melted from the pool pumps being left on for six continuous days are indications that the filters may have additional issues internally and may need to be replaced completely. The DE filter grids were broken and replaced by Johnson pools at no charge but after that service the pressures should have been much greatly reduced but unfortunately are not. With proper maintenance and inspection none of these problems should have arisen we have done all the repairs anytime Johnson pool has had a recommendation and for the pool to be inoperative for over six weeks in the middle of the summer is unacceptable. Additionally we are still in addressing the auto leveler system leaking any time it is turned on, we are investigating further so final outcome and resolution is still in process. Photographs and additional documentation will follow.

 

We performed an acid wash and start up of the customers pool. The customer called in stating the pool was cloudy. We sent a supervisor out to check this out as well as the equipment and chemical levels. At this time, he performed a free filter inspection to address the cloudiness of the pool. Our...

supervisor discovered a crack in the manifold of the filter, which was causing DE blowback into the pool. The supervisor than informed the customer of the issue and that it was due to high filter pressure and the equipment being older. The customer declined the repair unless Johnson Pools paid for it. Johnson Pools is not responsible for the normal wear and tear of equipment therefore we sent another technician out to try to clear the pool and the customer discontinued service.

Attached is the documentation of correspondence with the [redacted] from the point in time when the contacted [redacted] and have corresponded with us through a gentleman named [redacted]. I feel that this correspondence more than adequately addresses the majority of the points brought up...

by the disputer, thus I will address the additional points that were not previously discussed. We have tracking systems on our trucks and checked that our technician did in fact go to [redacted] in the early morning of Saturday July 5th. We never agreed to doing any work on an underwater light, as the estimate indicates, and thus never charged for any light replacements.  In regards to why we did filter clean if the grids were already broken; it is nearly impossible to tell if grids are broken, until a filter cleaning is performed, as they are covered in DE. Once the cleaning is performed however, we can see how many of the grids are broken and if the manifold is intact as well.

To Whom it May Concern: [redacted] has been a customer of Johnson Pools since April 2013. We have serviced his pool weekly from April 2013 until he canceled service in July 2014. There have been chronic issues with getting payment from Mr. [redacted] since the beginning of...

his service with us. Ie, 2013, May pool service was not paid until June 4th, a water leveler install on June 6th 2013 was not paid for until August 1st 2013, November pool care 2013 was not paid for until partway through December. These are just a few examples of the payments we have received. Our pool care invoices are due by the 5th of each month, and our repair invoices are due upon completion. We have always tried to be lenient with Mr. [redacted] as well as have always waived late fees in the past. The overdue invoices currently is a remaining balance of $52.48 for a vacuum we installed (Mr. [redacted] sent in two payments, one for $200 and one for $89 but never sent in the remaining due for the vacuum) and two months, June and July for pool care.According to the dates noted by Mr. [redacted] on this complaint background on which he spoke to the company, each of them was about an overdue invoice. 2/2/14 Mr. [redacted] called our billing department back regarding a invalid credit card number on file. After which point he removed the card from being on file and paid via Check. On 3/5/14, Mr. [redacted] spoke to our billing department regarding February's overdue invoice, as a check had still not been received. On 4/18/14, Mr. [redacted] spoke to our billing department regarding a check we had received for $267, which was applied to 3 months of overdue Pool care invoices, however a 4th month was still overdue at that point and the call was regarding payment for the 4th overdue month. Many pool service, and general service industry companies have trouble maintaining a permanent staff throughout the year as the season for pool care is primarily in the Summer time. We understand this and any time there is a change in technician, a supervisor will pick up the route until a new technician can be trained properly and given the route. Any time Mr. [redacted] may have had a change in technician, a supervisor was the next one on his route to ensure no service days are ever missed. We pride ourselves on servicing customers on the same day each week, no matter what. Mr. [redacted] canceled service with us on the 16th of July, for service through the end of July, as the invoices reflect. These invoices are legitimate and still need to be paid, as services were rendered on his property and a vacuum was delivered to the property as well. Regarding the threatening letter; it was merely a end of year notice we sent out to all customers who have outstanding debts. It simply stated that we are reconciling our accounts for the year and giving a 14 day grace period in which to get the account settled. After the 14 day period we will be sending the customer to collections or to small claims to collect the overdue balance before the end of the year.