Johnson Pools

The owner of the business spoke to Jennifer on the phone and did mention that the best course of action would be to replace the equipment as it was all very old. However at that time she did not want to replace the equipment due to the cost of such an endeavor. Of course, the homeowner has the ultimate say for their property, so we did not push the issue further but continued to notify them when there was an issue and would fix these items one at a time as they failed. The equipment breaking down on the property is simply a symptom of time and use, and is not due to negligence. Since January, we have given the [redacted]s two months of service for free in response to complaints. Most recently we credited the month of July off of their bill, which was responded to by cancelling our services. In regards to the auto leveler situation, the distance is too great for our installation of a water leveler to have broken a pipe on the other edge of the yard especially as the water leveler area is surrounded by a concrete tube which we would not have been able to crack by hand turning the leveler.

We have resolved the drain cover reattachment in the pool. Previously, though we had tried on several occasions, we were unable to reattach this drain cover due to the cloudiness of the pool. Once the drain cover was ordered and received by us, we were prepared to install the cover. When a...

technician was sent out to the property to install the cover, we were unable to see the bottom of the pool due to the pool being over shocked. This was due to another company putting too much chemical into the pool and then not backwashing properly which caused the pool to retain it's cloudiness for a longer period of time than it should have. Another technician was sent out two days later to check on the pool and to attempt to assist in clearing up the pool. When the technician was out there, he noticed that the filter was leaking and installed a new part to fix the leak, at no cost, in an effort to attempt to keep our customers happy. Since we could not reattach the cover at this point in time, we serviced the pool every other day for a week and a half in order to assist in clearing up the pool and as soon as it was clear enough to see, we reattached the drain cover. Attached is the photo of the reattached drain cover.

Review: Negligent of the servicing of our pool starting with monthly maintenance and ending with not addressing an obvious problem with the pool to the point where now there are several equipment failures and damage to multiple areas of the pool.Desired Settlement: Refund of all money we spent trying to get diagnosis of areas of damage. As well as any and all repairs necessary to the pool to get it back up to where it should be.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

The owner of the business spoke to Jennifer on the phone and did mention that the best course of action would be to replace the equipment as it was all very old. However at that time she did not want to replace the equipment due to the cost of such an endeavor. Of course, the homeowner has the ultimate say for their property, so we did not push the issue further but continued to notify them when there was an issue and would fix these items one at a time as they failed. The equipment breaking down on the property is simply a symptom of time and use, and is not due to negligence. Since January, we have given the [redacted]s two months of service for free in response to complaints. Most recently we credited the month of July off of their bill, which was responded to by cancelling our services. In regards to the auto leveler situation, the distance is too great for our installation of a water leveler to have broken a pipe on the other edge of the yard especially as the water leveler area is surrounded by a concrete tube which we would not have been able to crack by hand turning the leveler.

Review: I hired JOHNSON Pool Service to clean my two houses. At first it was ok, and as time progresses the services were not being done. One particular issues I have with this company is when one of my houses needs repair for the manifold, filter. The technician repair it. However, after he left the pool pump burst and flooded the whole backyard. This happen on a Thursday afternoon and the company did not come back to the house until the following morning. So the water were on from Thursday through Friday morning. I called their emergency line but no one answered and I left a voice mail message and I did not receive a return phone call. In addition, JOHNSON PS were suppose to take care of the pool and hot tub. I went to the house and check on the hot tub and it was filthy, there's no water and its completely empty (pictures taken). JOHNSON gave me a $20 credit since the technician never took care of the hot tub.Desired Settlement: I dont think $20 is not to compensate. I am just worried that since the hot tub had no water for weeks or even months the equipment will fail. This means that either I have to get rid of it or repair.

Business

Response:

We have always completed repairs and pool service for Mr. [redacted] in a timely, and professional manner.To address the first outlined issue, with respects to the backyard flooding: This issue was completely separate from, and unrelated to the repairs that were done shortly before. At the time the phone call in question was received, our technician was asleep. We do not offer 24-hour service, as is the case with virtually every pool company. As Mr. [redacted] mentioned, we did have someone out there the very next morning to address the issue, and it was addressed.With respects to the spa, our technician did report on multliple occasions that a third party (likely the renters at the property) had drained the hot tub and or shut off the breaker to the power. They did not want it to be serviced, and this was the manner in which they chose to handle it. Our technician reported the situation to us, and when we informed Mr. [redacted] of said situation, he flatly denied that such could be the case. Nevertheless, the water level was drained or significantly lowered more than once, making the hot tub impossible to service. As a pool cleaning company, we clean pools. It is not our responsibility to fill them with water. However, our technician on one occasion (after a personal complaint from Mr. Deperalta) did spend a large portion of his day filling the hot tub with water. On his next visit, the water level was again far below what one could expect without any third-party interference. As far as damages are concerned, Mr. [redacted] need not worry about problems being caused from the hot tub being empty during this time. As long as the hot tub is not running in this state (and it was not due to the shut off breaker), there will be no mechanical issues that come forth. As is clear in the two attachments, Mr. [redacted] currently owes us $435.26, with the oldest invoice being dated 06/10/13. We humbly submit that the reason behind his dispute is an unwillingness to pay said amount.

Consumer

Response:

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 disagree. I've spoken to my tenants and not once they ever told me that they do not use the hot tub. If the tech spoke to my tenants and express that they don't use the hot tub then why Johnson pool continue to charge me for services that are not needed. I e been paying this company for services that I thought being done yet they are. The hot tub were drained the the company yet I was never notified about it and they still continue to charge me. I do owe them but not $436. I've spoken to several people with the company and they told me they will credit me for the work that was not done I have yet to receive credits this why payment has not been sent to them. Regards,[redacted]

Business

Response:

As we mentioned before and tried to work out the situation with the Customer directly. He is unwilling to pay for services we have provided. We have adjusted his bill for missed service on the hot tub as attached invoice shows in first response. We can provide those invoices that show unpaid currently if you need them for your records. We are a trustworthy & honest Company who always tries to work out the situation directly. I have attached text message he sent to us; showing the kind of things Mr. [redacted] says. We serviced Mr [redacted] properties since 7/2012 and have had no issues prior to this complaint filed. He has been an honest and good Customer since then and we had hoped to work the situation out with him. Original response: We have always completed repairs and pool service for Mr. [redacted] in a timely, and professional manner.To address the first outlined issue, with respects to the backyard flooding: This issue was completely separate from, and unrelated to the repairs that were done shortly before. At the time the phone call in question was received, our technician was asleep. We do not offer 24-hour service, as is the case with virtually every pool company. As Mr. [redacted] mentioned, we did have someone out there the very next morning to address the issue, and it was addressed.With respects to the spa, our technician did report on multiple occasions that a third party (likely the renters at the property) had drained the hot tub and or shut off the breaker to the power. They did not want it to be serviced, and this was the manner in which they chose to handle it. Our technician reported the situation to us, and when we informed Mr. [redacted] of said situation, he flatly denied that such could be the case. Nevertheless, the water level was drained or significantly lowered more than once, making the hot tub impossible to service. As a pool cleaning company, we clean pools. It is not our responsibility to fill them with water. However, our technician on one occasion (after a personal complaint from Mr. Deperalta) did spend a large portion of his day filling the hot tub with water. On his next visit, the water level was again far below what one could expect without any third-party interference. As far as damages are concerned, Mr. [redacted] need not worry about problems being caused from the hot tub being empty during this time. As long as the hot tub is not running in this state (and it was not due to the shut off breaker), there will be no mechanical issues that come forth. As is clear in the two attachments, Mr. [redacted] currently owes us $435.26, with the oldest invoice being dated 06/10/13. We humbly submit that the reason behind his dispute is an unwillingness to pay said amount.

Review: Company services my house and my mother's. Did not provide service during a month that was paid for. Broke the handle to backwash valve and did not report it or repair it. Did not provide service for the entire month that was paid for. Both pools were green and could not be used during the last month of service that was paid for and provided by Johnson Pools. I had to hire another pool company ($240) to fix my pools so they could be used. Johnson Pools has been slow in responding to my complaints. I would like them to fix the broken handle, refund the last month's charges, and pay for the service to have my pools fixed so they could be used.Desired Settlement: Refund of last month's charges, repair broken handle, and pay for service to have pools fixed so they could be used.

Business

Response:

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.

Johnson Pools provided lousy service! We used their weekly pool service for 7+ months and during this time, the had many no-shows, they turned our pool green (during the summer!!) and had poor customer service. They had switched our pool tech to a new employee and he created an imbalance in the pool (turned it green and was cloudy for wks) and we were unable to use our pool for 3-4 wks during the peak pool season last summer. We were told later this tech was fired. We were credited for some of the no shows, but in the end this caused even bigger headaches. They overwrote the invoice showing the credit!! When I had enough and cancelled their service our balance was $0. Several months later they threatened to take us to collections when they tried to charge us for the weeks we had received credit for! I had all emails documenting the credits and issues. I settled with them, but only to get them off my back. Any requests to speak to the owner were denied or he was too busy. Lousy accounting, lousy/unreliable service and lousy techs.
I submitted this review last year, but see it has since been removed when they filed for their Revdex.com this year.

Review: We have had repeated problems with this company not cleaning our pool correctly and having it turn green or yellow. They will also not reattach the drain cover though this is a safety issue. Even though the drain cover was done last year, it came apart shortly after they fixed it, and now they have no sense of urgency to fix either the cleanliness of the pool or the obvious safety issue. They keep saying they will come out and then they never show up or call. We have clearly paid for good and prompt service that we have not received. We have sent NUMEROUS emails and made NUMEROUS phone calls to get this resolved but this company cannot be bothered!Desired Settlement: We would like the pool restored to a normal, clean and safe condition, and we would like our payment for June (84.00) refunded as we did not receive the services we paid for,!

Business

Response:

We have resolved the drain cover reattachment in the pool. Previously, though we had tried on several occasions, we were unable to reattach this drain cover due to the cloudiness of the pool. Once the drain cover was ordered and received by us, we were prepared to install the cover. When a technician was sent out to the property to install the cover, we were unable to see the bottom of the pool due to the pool being over shocked. This was due to another company putting too much chemical into the pool and then not backwashing properly which caused the pool to retain it's cloudiness for a longer period of time than it should have. Another technician was sent out two days later to check on the pool and to attempt to assist in clearing up the pool. When the technician was out there, he noticed that the filter was leaking and installed a new part to fix the leak, at no cost, in an effort to attempt to keep our customers happy. Since we could not reattach the cover at this point in time, we serviced the pool every other day for a week and a half in order to assist in clearing up the pool and as soon as it was clear enough to see, we reattached the drain cover. Attached is the photo of the reattached drain cover.

Consumer

Response:

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.

Review: This company has been servicing my mothers pool for 6 months. They have been leaving papers saying that all equipment has been checked and serviced. Whenever my mom would see the pool guy on Fridays she would mention that the pools levels are too high and that it seems everything isn't working properly. The guy would say everything is working just fine and continue saying equipment is checked. Then the backyard started to back up with water in certain areas and my mothers water bill was almost 300 dollars a month. We then had someone come out and take a look at everything to find out that the water leveler was shooting out 1/2 a gallon of water per minute in the pool causing it to over flood and the pool engine took 10 minutes to start up. If they had been actually checking the equipment once a week they would have noticed that the water leveler wasn't working properly and could have saved my mom money on her water bill and saved her from water damage. Even on their website it states that equipment checks include the water leveler and any problems get immediate attention. They did not follow through with that. It even states that they fix noisy pool motors. Our pool motor was extremely loud when it would try to turn on. There was something very obvious that needed to be fixed. When the new pool guy came he noticed all the problems in minutes. He even how upset he was that someone could do such a thing. They took full advantage of my mom because she is deaf and maybe assumed she didn't know what she was talking about so they didn't take her seriously. I called the company explaining what happened and they offered to come out and fix it. I told them it wasn't necessary because if they couldn't figure it out in 6 months how to fix anything then they clearly have no idea what they were doing. I explained how upset we were because we trusted them. They then try to use an excuse saying that its too hard to communicate with my mom. Which is completely bogus because my mom can read and write and has never had any issues with communicating with anyone else that comes to her house. I have called the company twice to get a call back from the owner and nothing.Desired Settlement: I would like a refund of the last 6 months since they didn't even do anything for the last 6 months except show up and make it seem like they were working. Especially since they couldn't even catch the water leveler saving my mom hundreds of dollars for her water bill and causing water flooding in the backyard.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Consumer

Response:

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.

Johnson Pools is contracted with our leasing company and thus will not return our phone calls. However we have requested from the pool tech, each of the last six weeks that they do something to remove the algae from the pool. Every week they send a different tech so it is difficult to obtain any continuity. Our pool is currently deep green. We have been unable to use the pool anytime this spring/summer. I would advise anyone with a pool to use any service other than Johnson Pools.

Review: We hired Johnson Pools to service our pool and had to cancel services after 2 months. Their service was horrible and left our pool green for weeks and the office would not respond to numerous calls to come and fix the problem. The technician kept saying they would come and fix it and never did, so we cancelled our services and hired another pool company. It cost us over $200 to fix the pool and get it back to a swim-able state that was safe for our children. Now the company wants to take us to small claims court over $63 of unpaid bills for services there were never rendered properly and caused us to have to spent more money to fix their shoddy pool services. We recommend to ALL potential customers to not trust this company, they do not care about your service and will not do what is needed to fix their problems.Desired Settlement: We ask that they remove our balance due and stop bothering our family.

Business

Response:

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.

Consumer

Response:

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,

Review: Almost a month ago Johnson pool acids wash my pool and they shock the water since than the water is all cloudy. My husband and I called them several times they still couldn't [redacted] to fix the problem please helpe me with this matter thank youDesired Settlement: We had service with this company for almost a year .I would like for them to fix the problem or give me back my money so I can pay another company to fix my pool thank you

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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 was ok with Johnson Pools until they said they could retile my pool. From then on they have been a disaster. I called with complaints of the horrible tile job, emailed photos, made countless calls and emails. They said they were "happy" with the job. The tiles are chipped and not level, the grout is overwhelming, and I gave them every opportunity to make things right, but they refuse to acknowledge how bad the tile work was. I even asked to speak to the owner, but never was contacted. I challenged them to put photos of the tile job on their website and see how many people would hire them after seeing the poor tile work they are "happy" with.

This is the worst possible pool company to hire to care for your pool. They will not show up for service as they have a high turnover in employees. They try to say you need new pool parts so they can sell them to you at a higher price. DO NOT HIRE THEM!

Review: I have been with Johnson Pools for about a year and a half. The service includes a weekly cleaning of my pool, chemicals and checking & servicing of equipment for proble**. Every week they leave a slip indicating what services were complete and every week they have checked off pool cleaning, chemicals checked and equipment checked. In May 2014, I called an mentioned that I felt there was something wrong with the pump as it sounded different than before. Someone supposedly came out and checked and said nothing was wrong. I asked for someone to come out again. That person also said nothing was wrong and wrote a note to me to that effect. The following 3 months, I mentioned several times that it didn't seem right and each time was told it is fine and the weekly slip said "equipment checked". On August 13th my neighbors complained regarding the noise my pump was making- when I went out there was water shooting out of the pump. I called Johnson Pools the next day and they said they would send someone out on the 15th to check it. I called on the 15th because the cleaner came and again checked off that the equipment had been checked but I was at the house and he didn't check the equipment, so I wanted to make sure it was being done. They said yes someone else went out and "tightened the bolt near the pump" and that I could turn it on. When I turned it on water was still spurting out of the pump so I don't believe it was actually checked. I called my home warranty company and they had another PROFESSIONAL come out and they indicated that there was a crack in the pump housing and it was very obvious, they also said that the pump had rusted due to the water on it and the loud noise my neighbors heard was the pump motor from getting water in it. The pump housing was covered but the damage to the motor was not due to neglect. I should mention that my pool is only 3 years old so the pump was not rusted prior. The motor was not fixable so due to the new laws I had to purchase a new pump for $600+. I spoke to 3 different pool specialists and they all indicated that the problem would have been recognizable to any pool professional and the damage to the motor would not have happened had someone caught the problem early. Ironically while the pump was removed and waiting for the new one, the pool cleaner came to clean the pool and of course checked off "equipment checked"! When I called him on it and the whole situation he admitted he "screwed up". I called Johnson and sent photos and explained the out of pocket costs. I gave them an opportunity to keep my business if we could come to an agreement as to how to settle this and how to rebuild the trust and their response was to ignore me for a week while I called several times and then they told me that there was no way that the water caused the damage to the motor so they are not technically responsible but they would compensate me with a month of free service. I am not sure how they can determine what caused the damage when the equipment was NEVER checked, not even after the damage was discovered. I am out $659 and they want to compensate me $86. I tried to work this out with the business, I tried to be reasonable but they don't appear interested in resolving this or even taking ownership for the failure on the part of their employee to do the job they were hired for.Desired Settlement: I told them that I was willing to try to stay with them as a long term customer and rebuild the trust but I wanted my monthly fee refunded back to the original date that someone came out and told me there was nothing wrong with my equipment. That date would be 5/5/14. I am asking for this because I was not provided the services I was paying for and that lack of attention led to additional unnecessary damage and out of pocket expense on the customers part.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: On June 24th we obtained an estimate for pool repairs from Johnson Pools. They agreed to change the underwater light bulb in our pool, correct the cloudy green water, clean our filter, and provide us with a brand new automatic pool vacuum. Their technician, [redacted], came out 4 times and stayed for just 10 to 15 minutes per visit. The [redacted] pool vacuum stopped working entirely about 10 minutes after it was first installed on July 2nd. It just floats on the top of the water while the filter is running. If you force the vacuum to the bottom, it doesn't move at all. So, the next day we pulled it out of water and placed in the box it originally came in. We called Johnson Pools and asked for a full refund on that piece equipment. They informed my wife that they don't give refunds. [redacted] promised that a $75 mail in rebate came with the vacuum. He never gave us a rebate form. He also pulled a bag of parts out of the box and took it with him. He told my wife that we didn't need those parts (even though we had paid for them.)

After I got home from work the day that [redacted] "cleaned" our filter, water was leaking from the top of it. He also left the job unfinished. Equipment and parts from the pool were just left laying on the ground. The water in our pool is still green and cloudy. He told us it wouldn't get any better unless we replaced the grids inside the filter for another $280.00. Why did he "clean" it in the first place if it wouldn't clear up the water? They never did replace the underwater light bulb like I asked them to do. Despite one or two calls to their company every day, they don't respond. They don't return the calls. The manager is always in a meeting. We've requested that the owner of the company call us and they never do. I have sent them 2 emails and they haven't responded. They promised to come up and finish up the job on July 5th. My wife and I sat around all day and they never called or showed up. I called their office on Saturday, July 12th and complained to someone named [redacted]. I told him we wanted a complete refund on the [redacted] vacuum and to come pick it up. This about the 10th time I have told Johnson Pools to give us a refund. He assured me that someone would call us back that Saturday or at the latest on Monday. No one has ever called us back. This company does not care at all about their reputation or customer service. They do a horrible job. Once they have your money, they totally ignore you. Yet, supposedly they are rated A+ with the Revdex.com.Desired Settlement: A refund of all of our money spent with Johnson Pools. They damaged our pool filter according to [redacted]. Their service didn't accomplish the intended goal of correcting our pool water. They need to also take back the inferior [redacted] pool vacuum which they have refused to do.

Business

Response:

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.

Terrible customer service. The tech came to look at our pool heater. He opened the cover, turned some valves to turn the heater on and at the time it wasn't making the noise we were concerned about. He left without telling us about billing or charges. We got 2 bills in the mail which I called them about. The office staff said if we didn't get a phone call back it was taken care of. We never got any calls or voicemails from anyone from Johnson Pools. A few months later we got a letter saying they were going to take us to collections.
My husband called the business because we didn't feel that they should charge us for the amount of "work" the tech did. The owner screamed profanities and then threatened to come to our house and assault my husband in front of me!
Terrible service and terrible owner!

Review: I had service with Johnson Pools to service my pool. They have employment issues and many different employees would quit working at the company. What would happen is that when an employee would quit my pool would not be services each week. They would still charge me for the service. I complained and they still did not get a person to clean my pool each week or take the charge off of my bill. I cancelled service with them and they tried to charge me for the next two months. I refuse to pay for service that was never provided. Now they have sent me a threatening letter. I did not receive the service so I will not pay for service they did not provide. I have the person assigned to my house and they will state they did not provide service to my house. I have a former employee who has agreed to testify to a lot of fraudulent things they have going on at the business if I have to take them to court. I have phone records of the dates and times of me talking to the billing department and complaining service was not given. I also have text messages stating I will call the police if they come on my property.Desired Settlement: I want my bill to read PAID and there is no fee owed. $230.48. there should be no balance as there was no service provided.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Review: Johnson Pools took out a pool light without authorization at Arizona rental property and left it out to rust without replacing it or putting it back in and have failed egregiously in servicing and maintaining pool. The pool light should never have been taken out as all that was needed was a light bulb. Johnson Pools employee took the light out in February as witnessed by tenant. I was notified by property manager 24 April Johnson Pools mentioned it needed to be replaced for "safety" reasons ; although they knew way before then that it was out of pool as they service it weekly and would have been walking around it for months. [redacted] said her "technician" noticed leak from filter and as far as pool light we could pay $75 to put light back in or new light for $295. 30 May phone conversation she contradicted herself and said she has never sent a technician out IRT pool light. I didn't understand why a light would be a safety issue if all it needed was a new light bulb. Come to find out it was a "safety" issue because they pulled it completely out and left it out. From Feb to Apr their employees knew about this light being out of the pool and said nothing as they "service" it weekly. 30 Apr a new bulb and gasket (color wheel or whole new light as described by [redacted]) was authorized through phone conversation with [redacted] for $130. [redacted] acknowledged through email to property manager but changed price back to $295. After two phone conversations 7 June with [redacted] the price for a light changed again from $1100 to $500.

Additionally they are paid to service pool weekly and have not been doing so as I personally saw pool 30 May the day after it was serviced and it was filthy and even becoming damaged as what appeared to be a rust spot was at bottom of pool. They are supposed to maintain pool and equipment and had to be told to fix broken valves and valve handles 22 Apr. As of yet these still have not been fixed. They also charged us twice on two occasions which we have not been refunded for yet.

Repeated emails have been sent with no response: 3 June, Twice 4 June and 6 June.

Receptionist, [redacted] ,refuses to put client in contact with owner to resolve situation and seems to be hiding issue.

Have been a client with company for years with no problem until recentlyDesired Settlement: Johnson Pools needs to replace pool light at no expense to owner, it is clear employee removed light which led to current state of irreparable damage and refund double charge for monthly service in the amount of $150.

Business

Response:

This is in response to complaint number [redacted]

I've attached photos of the light we pulled in on 6/12/2013, and pictures of the pool after it had been serviced. I have also included a spreadsheet of all the invoices and payments made on the account. There were two payments made in the month of May, but once the June statement generated it voided out the credit. I talked to Mr. [redacted] and he advised that there was another check being sent, I advised that when we received that check we would gladly send it back.

We have addressed the concerns in this complaint as we would like to keep our business name in good standing.

Review: Pool tech broke DE filter handle ($130) and company service tech wanted me to pay $189 to fix problem. Was working fine before tech came and tech was not supposed to be doing anything with pool filter system per multiple conversations between me and office staff. Company refuses to reimburse me for replacement part that I located and replaced myself. Total cost to me, minus my labor is $171.Desired Settlement: Refund of money I paid to fix pool filter.

Business

Response:

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]

Consumer

Response:

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.

Review: THE PEOPLE WORKS FOR THIS COMPANY ARE VERY INCOMPETENT. I AM PAYING THIS COMPANY TO CLEAN MY POOL AND HOT TUB. FEW WEEKS AGO I WENT TO HOUSE AND FOUND THAT THE HOT TUB WERE EMPTY AND STARTED TO GET RUSTY WHERE THE JETS ARE. LAST WEEK 8/16/13 I WENT BACK TO THE HOUSE AND FOUND THAT THE HOT TUB WERE FILLED UP WITH WATER HOWEVER, UPON OPENING THE COVER OF THE HOT TUB IT SMELLS LIKE ALGAE GROWING AND OF COURSE THE TECHNICIAN NEVER CLEANED OR REPAIR THE RUST WHERE THE JETS ARE SUPPOSED TO SHOOT. I HAVE CONTACTED THE JOHNSON POOLS AND NO RETURN CALL NOR ANY TYPE OF COMMUNICATION. I AM SO DISAPPOINTED WITH THIS COMPANY AND THIS IS MY 2ND OR 3RD COMPLAINT WITH THIS COMPANY. SO, WITH THIS BAD SERVICE I END UP TERMINATING MY SERVICE AND A NEW POOL SERVICE COMPANY. ONE MORE THING, JOHNSON POOL HAS NO SHAME COLLECTING AND CALLING YOU IF YOU ARE BEHIND, YET THEY CANT EVEN FIX ANY TYPE OF PROBLEMS. I AM FEARING THAT JOHNSON POOL DOES NOT DO ANYTHING ABOUT THE HOT TUB I WILL EITHER END UP REPLACING IT OR FIXING IT MYSELF.Desired Settlement: REPAIR OF THE RUST HOT TUB JETS AND REFUND/CREDIT

Business

Response:

As we mentioned before and tried to work out the situation with the Customer directly. He is unwilling to pay for services we have provided. We have adjusted his bill for missed service on the hot tub as attached invoice shows in first response. We can provide those invoices that show unpaid currently if you need them for your records. We are a trustworthy & honest Companywho always tries to work out the situation directly . I have attached text message he sent to us;showing the kind of things Mr. [redacted] says. We serviced Mr [redacted] properties since7/2012 and have had no issues prior to this complaint filed. He has been an honest and goodCustomer since then and we had hoped to work the situation out with him.Original response:We have always completed repairs and pool service for Mr. [redacted] in a timely, and professional manner.To address the first outlined issue, with respects to the backyard flooding: This issue was completely separate from, and unrelated to the repairs that were done shortly before. At thetime the phone call in question was received, our technician was asleep. We do not offer 24-hour service, as is the case with virtually every pool company. As Mr. [redacted] mentioned, we did have someone out there the very next morning to address the issue, and it was addressed.With respects to the spa, our technician did report on multiple occasions that a third party (likely the renters at the property) had drained the hot tub and or shut off the breaker to the power. They did not want it to be serviced, and this was the manner in which they chose to handle it. Our technician reported the situation to us, and when we informed Mr. [redacted] of said situation, he flatly denied that such could be the case. Nevertheless, the water level was drained or significantly lowered more than once, making the hot tub impossible to service. As a pool cleaning company, we clean pools. It is not our responsibility to fill them with water. However, our technician on one occasion (after a personal complaint from Mr. Deperalta) did spend a large portion of his day filling the hot tub with water. On his next visit, the water level was again far below what one could expect without any third-party interference.As far as damages are concerned, Mr. [redacted] need not worry about problems being caused from the hot tub being empty during this time. As long as the hot tub is not running in this state (and it was not due to the shut off breaker), there will be no mechanical issues that come forth. As is clear in the two attachments, Mr. [redacted] currently owes us $435.26, with the oldest invoice being dated 06/10/13. We humbly submit that the reason behind his dispute is an unwillingness to pay said amount.