Johnson Pools

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 am amazed that [redacted] is responding to my complaint as when I tried several time to discuss this with him I was told he was not available to speak with me and I could deal with a manager.  It is unfortunate that his clai** here are not accurate, and perhaps it is not his fault that his employees are not telling the truth.  I not only called twice in May, but spoke to my "technician" several times as well and each time I was told there was nothing wrong with my pool pump or gear manifold.  When I called again in August it was beyond repair, [redacted] states that his "technician" notices "some water dripping" from the pump and tightened the area.  At the time I called there was water, spraying out of the pump housing and no amount of tightening was going to change it, so I contend that it was not even looked at.  [redacted]'s assertions that his "technicians" come and spend 20-30 minutes on my property each week and that what occurs during the week in between they can not be responsible for, is a horrible way to try to shift the blame to the injured party and terrible customer relations.  I suppose it fine to claim that in the hopes that the property owner is not there to witness the time spent.  However, I was there every Friday morning to see my "technician" spend 5-7 minutes on my property.  Once my father and I even called him on his short visits and his response was "this is the easiest pool on my route, it basically cleans itself".  I suppose it checks it's own equipment as well! The condition of my pool has everything to do with my attention to it, which would explain why I had been trying to get someone at Johnson Pools to acknowledge that there was a problem.  The "technician" spent no time at my home inspecting the equipment, proof of which was on the next week when my pump had been removed and he still checked off on the box stating he had inspected the equipment....the PUMP WAS NOT THERE TO CHECK!  The young man also acknowledged to me that he had not regularly checked the equipment he said "I screwed up".  If he can admit his mistake why can his boss not.  When I called that week and spoke to the manager, I told her that I wanted to see if we could continue this relationship but that I needed to know that this was not going to continue.  She promised that they would rectify the situation and that from now on she was going to have a senior member of the team come to my house.  That following Friday I awaited to see who the new "technician" was and low and behold it was the same young man who had been coming all along.  So again I was lied to.  That is when I not only wanted a refund of services back to when my pump first started having proble** and I brought it to their attention but when they offered me 2 months of service (one on the back end of a year long deal) I refused.  WHY would I want to continue a relationship that not only compromised the integrity of my pool, but with a company that has shown me that they didn't have much integrity the**elves?!  I did not ask them to pay for my brand new pump, I asked for a refund of services I did not receive.  And now I see that in their response that they are still trying to blame me and not take responsibility for their lack of attention to detail in delivery of their services.  I met [redacted] once outside a pool supply store and he gave us some advice and I really liked his kindness and sincerity which is why I decided to go with his company.  I am sorry that his employees have taken that impression and ruined it.  But as a business person myself, I can tell you that your name and your company are only as good as the people you have representing you.  I do not accept this response because it still does not compensate me for my lack of service and my expense to fix the problem and it requires that I continue to do business with a company that I no longer trust. 

Regards,

After reading the response from Johnson Pools, I am not satisfied with their explanation.  I had a very thorough response prepared with copies of emails, phone records and correspondence from other Johnson Pool customers. Since many of the phone numbers I had programmed into my phone for Johnson Pools have been disconnected since I last dialed them a few days ago, I decided to call the number listed on their website one more time and see if anyone answered. Although it doesn't say "You have reached Johnson Pools", I left a message anyhow, one more time, to see if I might receive a call back and a resolution to my billing dispute.
Last night, Sunday, October 2, 2016, a manager named David Jennings called me and apologized profusely for the way this has been handled. He stated that he would personally deliver, directly to my home address, a refund of $79 by Wednesday, October, 5th, 2016.  Of course, I am hopeful that he will follow through and I will drop my complaint if indeed, I receive my refund.
I will inform the Revdex.com on Thursday, October 6, 2016 if this billing dispute has been resolved, as I am hopeful, per my conversation with David on Sunday evening, October 2, 2016, that it will be.
Thank you,
Jan d[redacted]   [redacted]

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.

While the pool is clean now and the drain cover was reattached again (first reattached last year and it didn't last), the circumstances around this situation were not described / stated accurately by the company.  We, the homeowners, shocked the pool NOT another company.  We had to shock the pool ourselves due to the lack of response by Johnson Pools when our pool was turning green for a SECOND time in a two month period!  It was over shocked by us to kill the massive algae outbreak, but a Johnson Pools technician DID NOT come out every other day to get it clear and clean again!  We had to ask for it to be vacuumed and back washed.  There was never a sense of urgency until we got really pissed off!  We also requested a refund of one month's fees since our pool was not being cleaned properly which resulted in it turning green, not once, but twice!   We see no mention of the 84 credit.

 

Johnson Pools has assigned a new Technician to clean the pool and honestly, he is the first one that has actually spent time cleaning the pool for more than about an 8 minute visit.  HE had made the pool clean again and appears to take pride in his work, unlike the last few Technicians that we have had!  He actually brushed the sides of the pool which is something the last guy never did.  I know because I work from home and can see what they are or are not doing!  We hope to continue to have good experiences with this new Technician.

Regards,

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.

Here is our response to complaint ID [redacted]
Our customer had a multiport valve handle that was broken and stuck in the closed position. The surface of the pool was peeling and getting backed up and stuck in the system, causing the issue with the handle. We advised customer of the issue...

and quoted him on how much it would be for us to complete the repair. We also advised the customer that his equipment was brittle and had normal wear and tear due to old age and sun damage. The customer approved the repair, and also asked us to replace another part, (spider gasket). The customer called the next day, canceling the repair as well as his pool service, after he purchased and replaced the parts himself. The customer felt that our prices were high, and did not agree with what he was quoted to replace the parts. The customer then became an irate customer, being rude and verbally slandering office staff. We were not at fault for the breaking of his equipment, and therefore did not reimburse the customer for the replacement he completed on his own for both the valve handle and spider gasket. If there's anything else we can do, please let us know.[redacted]
Johnson Pools, LLC.
Offi[redacted]

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.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 15 weeks that I did not receive pool service from April 2013 to July 2014.   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 5 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 $200 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,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

 Yes we accept that offer. Do you need the account number? Thank you very much for helping to resolve this.

In May 2014, [redacted] called the office stating that there was a funny noise coming from her pool equipment. From her deductions it seemed that the noise that was being made sounded like a periodic grinding. When we sent out our repair technician, he was unable to reproduce the sound, however from...

the equipment on site, the most likely source of the noise would be from the pop up gear manifold. She did call in again stating that the sound was getting worse. When we sent a repair technician out again he tightened up the gears and reseated them in the pop up manifold and the sound ceased. When [redacted] called in in August, we sent her technician out to check on the pool and the pump. When he was on site he stated that it appeared that there was some water dripping out of the seal plate and he secured a few bolts on the pump and the leak stopped. He checks the equipment every week when he empties the pump basket. When we do this the pump loses prime and as it is priming back up with water, the technician is able to see if any pipes are leaking, clogs are evident, or any proble** are happening with the system. We called [redacted] and notified her of what we did and asked her to keep an eye on it and let us know if it began to leak again. As we are at each property only once a week for about 20-30 minutes, we do the best that we can to ensure the pool stays in optimum condition, however if something does happen to the pool between visits, we wont know about it until we are on site during our weekly visit. When [redacted] called in about her out of pocket costs she asked for a refund of services from May until present. We were more than happy to give [redacted] two months of free service (one up front and one after a year of continued service) in order to keep her business. However as pool service was performed weekly, her chemicals were balanced, and the pool was always crystal clear we did not feel it necessary to refund her for those months that services were performed.

Attached are photos of the filter cleans that we have completed at the [redacted] property this week and a photo of the pool. It is cleared up and looks very good now. The PVC work has been re-plumbed and there is proper water pressure and flow throughout the system. Several of the bands are broken on...

the cartridges and this is simply a sign of age. It is clearly evident that the pool equipment is quite old and unfortunately with time and under the extreme heat and sun in the valley, parts will wear out and deteriorate over time and this is inevitable and an unfortunate part of owning a pool, however [redacted] has explained this to Jennifer and she agreed that it is simply part of owning a pool.

In regards to the communication lapse, our Field supervisor and Repair supervisors have both been in contact with Jennifer as well as with the property manager in an effort to attempt to rectify the dissatisfaction. The water leveler is on the opposite side of the yard from where the leak and flooding is coming from, and it would be impossible to crack the line, as the only part accessible to our technician is a metal female port that we screw a male water leveler onto. This simple action would not break a water line on the opposite side of the yard. 

All of our technicians are trained and are able to handle both salt and chlorine systems and understand water chemistry. Even Hunter is trained in these things. With the change in seasons it is difficult, even for a seasoned technician, to keep a pool of this size perfectly in balance. Also, seeing as we only visit each house once a week, it is very possible that between visits something can happen to turn a pool from clear to murky or even green. When a pool turns green, the standard procedure is to find out what the initial cause was. If the chlorine burned up quickly due to the heat, then we will add extra chlorine to the pool to get the balance back into the water and in doing this, shock will most likely be used. Shock will stay in a pool until the water absorbs all the chemicals needed, however the pool must run continually in order for the chemical to be property circulated through the pool, filter and pump until eventually the shock works it's way out of the system and the pool clears up. This is why the pump was running 24/7, to circulate the water and shock. 

We made multiple visits to the pool and multiple calls to the homeowner as well as to the property management company as we want to provide outstanding customer service to our customers. We have not charge a single service call, plumbing repair, or chemical charge to the [redacted]s and were visiting the pool more times in one week than we normally do in a month. Over the course of our visits, we noticed that some of the old PVC work has sprung a leak, and we repaired the leak on the spot. Due to the brittle nature of the piping over time, the newly replumbed area created a further leak in another area of PVC, which we also fixed, all in our attempt to provide exceptional customer service and a happy customer.

This is in regards  to Mrs. [redacted]:

We have tried working with the Customer directly to resolve any issues that she may have. We have been advised by the Customer that she does not want us to come out and make any repairs. We have tried to recommend and address repairs needed with...

the Customer but have never been given the approval to proceed with any of them. I have attached some of the emails back and forth between the Customer and us. The Customer has notified us of situation with the equipment that arose after the day of service; which we addressed by sending out our Field Supervisor to inspect and give her a quote. We always strive to give our Customers the best service possible and ensure that we make repairs in a timely matter. Our Pool Tech has spoken and show the Customer issues with the pool as well. We do not take advantage of any of our Customers. We actually strive on giving our Customers the best possible price to save them money but ensure the pool equipment is functioning.

Johnson Pools.

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.

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.

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,

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.

This response is actually ridiculous. We have figured out that the water leveler was the problem of the flooding in the backyard and the pump was not working. So we had to pay someone else to fix it and everything is finally working how it is supposed to. They said that they tried to resolve issues by coming out and fixing the problem but I refused their service. YES I refused because obviously they don’t know what they are doing if they couldn’t fix the problems in the 6 months we used their service. In the emails they attached, the conversations were mostly about draining the pool. For the email dated 7/5/13 my mother clearly states that nothing is running properly and how she is disappointed. They said someone was going to check the problem. The problem was not fixed. They cheaply fixed it to make it seem like it was working and were doing their job. For the email dated 11/1/13 They said they noticed the water leveler was really high and turned it off. Obviously they didn’t because for 3 months that water leveler was pouring out ½ a gallon of water per min. Then it states that the salt cell is completely dead and needs to be replaced if we want to continue with a salt pool. Well if they actually knew what they were taking about and actually took a look around our pool system. They would have known that we haven’t had a salt pool for about 2 years and we don't even have a salt cell anymore. Which proves my point. My problem with this is that while we were paying them to check and clean our pool. In reality they were not checking anything. If they really turned off the water leveler and checking everything on the days that they came. They would have known that the water leveler was broken and spewing out so much water. I felt the water leveler myself and it felt like a hose was just shooting water full speed into the pool. I don’t really know how they could have missed that if they were checking equipment every week. When they walked in the backyard every Friday and saw the flooding, they should have known that something was wrong with the pool. I feel that all they did was walk in the backyard turn the pool pump on and off and then left. If they would have just done their job they would have saved my mom $1000 for her water bill and we would still be using their services. I’m waiting for The City of Phoenix to give me a statement from when they came out. They are the ones that told us that there had to be a leak with our pool and that’s why our bill was so high. We don’t need this company to do anything more but refund us.

Regards,

Though there may have been weeks where the technician did not check the equipment as [redacted] has stated, her pool service was still serviced weekly and was spotless throughout the entirety of her services with us. She received the service that she paid for over the course of her time with us. The request to have a credit for May through August does not make sense, as services were rendered over those months. It was understood that she was unhappy that the pump housing was cracked and after speaking to the owner, he agreed that there should he a credit given. Our system only allows us to give one month of credit per year for each customer but as he knew about he situation, he wanted to offer her as much as possible and so offered the 13th month free as we would be able to give her another free month in a year.

I am writing due to the awful services my 81 year old grandmother has been receiving for months from this company. She pays them monthly to come service her pool every Wednesday. Her pool is full of algae, leaves, and bugs all the time, even right after they have supposedly cleaned it. There was even an instance where she caught one of the guys come and leave the bill on her pump and leave without even touching her pool and when she ran after him out to his car he had claimed he was going to come back to clean it. It is very upsetting to me that a company would take advantage of somebody especially a widowed elderly woman. I have tried contacting the company multiple times and each time I am told that I will receive a phone call within an hour and I have still yet to receive one. A lady by the name of Selina is the one whom I sent the awful pictures to and she has still yet to call me. I am very disappointed and we will be taking further action to try to recoup some of her losses.

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 was trying for almost a month to work with Johnson pool company in order to fix the cloudy water . After almost a month they told us that something. Wrong with the filter and they were going to charge me 207:00 dollars . My husband took the water for the test and it came that it was needed coloring and low pht and some other things I have the paper I can fax it to you . After that I hired another company to fix the problem they charge me 95:00 dollars for the same part that want to charge 207:00 dollars. After we he check the filter he said when Johnson pool change the filter correctly and didn't add DE powder the whole system was massed up and we had to change the filter as well .I send you the picture of the filter and the cloudy water . I have the note from Johnson pool when they send there repair person to find out what was the problem. It was three weeks later.

Regards,

It is unfortunate that there was a misunderstanding about who shocked the pool, I did not mean to misrepresent. Unfortunately it took a little longer than anticipated to get the credit for July to appear on the invoice. Attached is a copy of the zeroed out invoice. We had also switched the technician and we are very glad that the customers like him.

Johnson pools has been servicing my pool for a little over a year. Sometimes they dont return phone calls. My pool has been green more often than blue and when I call to have it serviced outside of my regular 1 time a week appointment, I have had to wait till my day the following week. When I do have the the opportunity to talk to someone, they havnt had an explanation as to why the pool is green or why the cleaner is unplugged. Im pretty sure that I could have done a better job, and I know nothing about pools

The absolute worst...Incompetent on every level from performance, customer service, knowledge, communication amongst themselves and their clients. My pool was green for a month. Fired Johnson Pools...new service came fixed the issue in 1 visit. Pool crystal clear ever since.