Pool Troopers

I give one star because the technicians who service my home are stellar - however, the customer service leaves much to be desired. I've been with Pool Troopers for about 2 years and have been trying to work out another day to have pool maintenance performed.

I called on 7/11/23 and spoke with their Customer Service Manager who promised to get with their scheduling team and call me back the next day. I've not heard back from anyone and have left 2 messages as of this morning 7/31/23. My credit card is always charged punctually on the 1st of the month, and I had stated that I would need to change service providers if they were unable to change the day of the week. No hard feelings but I have been requesting a different day for over a year now.

So, today is end of month and tomorrow auto draft will charge my credit card for another month of service - and no response from their customer service team.

In closing, please understand that the technicians are stellar - but if you are looking for good, responsive customer service you will need to find another company - I'm starting to look around now. There are many pool services with excellent ratings - do your homework!

I'm beyond frustrated with the customer service of this company.

I would have been with Pool troopers come april 4yrs. I was the "whistleblower" as they say. I reported anyone and anything. I have severe anxiety, depression, Hashimoto's hypothyroidism, Complicated migraines (diagnosed by a neurologist) and im currently awaiting the appointment for the RA doctor. Im in constant pain but DO NOT want to apply for disability. I WANT TO WORK. Pool troopers sadly went from a mom/pop "family" company to a large corporation that no longer cared about their employees or customers, just that bottom dollar. The call center became like any other call center. As the SENIOR CSR still left there, the other became the assistant manager and trainer, I had to correct alot of mistakes, which takes time away from the phones and unable to answer the amt of calls the "newbies" were answering. Out of the about 10 CSR's there's only 1 that has a little over 1yr and the other is coming close to 1yr. all else have been there less than 6 months. However it was their mistakes I kept having to fix and REPORT. When supervisors didnt report a route was delayed and we have a customer calling in to complaint, id report that supervisor. PLUS take calls from customers that came in on someone elses line, doesnt count towards my incoming calls. PLUS call back customers that emailed me. The 2nd excuse used was my attendance. I have every 3 months doctor appointments for my neurologist, endocrinologist and my 12yr olds neurologist too. These are ALL PREPLANNED APPOINTMENTS submitted as soon as I would get them. PLUS last week I had 1 ER visit for bleeding while urinating, something that i've never seen before. PLUS my RA/carpal tunnel in my right hand and fingers was absolutely KILLING ME for the 1st time in my life. my hand just couldn't take it. I asked for permission to download the google extension for speech to text and finally got it but it helped only a little as I still had to use the mouse and lots of clicking. LAST BUT NOT LEAST is that I have unfortunately this school year had to deal with truancy from my 12yr old daughter. We went to truancy court on 1/11/23 and she had all these documents. I HAVE ALWAYS SENT HER DOCUMENTS VIA TEXT OR TEAMS. they said I was reluctant to return to work, when every single time id ask about it and ask for a little more time at home, indera persaud (manager -1yr) would say "DONT WORRY, WE DONT HAVE A CUBICLE FOR YOU, I'VE BEEN TOO BUSY TO GET ONE READY FOR YOU". Just 2-3 weeks ago, I have the call log, she and I spoke about this. I ASKED TO SPEAK TO THE CEO Mark Patton to plead my case to stay home till end of may only to make sure my daughter makes it to school every day. she once again said the same thing. no need to talk to him there's no space. I told her VIA text that my daughter and I decided for her to go to school ONLINE come next year until we can figure out her headaches. she currently has a MRI scheduled for 4/5/23. I have countless messages via teams and text of me telling her how sick I felt and how dizzy and nauseous id feel while working BUT KEPT WORKING DURING THOSE DIZZY SPELLS. Why should I have to be "disabled" due to some conditions that at times does cause some trouble. I want to work and feel that I deserve to work and be given that chance period. They cant say I violated policy, or was disrespectful to an employee, supervisor nor a customer. All I ever wanted to do was BE A ONE CALL RESOLUTION TYPE OF CUSTOMER SERVICE REPRESENTATIVE. I recently even told another manager Patrick Krantzburg that I felt I was part of an escalations group because I keep getting these calls that I had to do alot of reading in their account, change job types, send emails to expedite and report it as well. I honestly think I ruffled some feathers reporting EVERYONE!

Actual pool service was okay for the most part. Bad customer service and billing dept, very unprofessional and nasty. A $50 error (they admitted to) was like pulling teeth to get back. They are too busy gobbling up local pool companies instead of concentrating on the customer. Go local and support small business!

I used PoolChlor for 15 years and never had a problem. Pool Troopers took over and my pool was green within the first year. I checked the backyard video to see what he did on my last service and noticed he added maybe 1 to 2 quarts of chlorine and no chlorine tablets to the floater. My pool holds over 30,000 gallons of water and the temp outside is in the mid 90s! I called 3 times with a 15 minutes wait per call to get someone out with no luck. I emailed them to cancel my service with no luck. I finally had to cut them off at the source by calling my credit card to stop all future payments to them.

After reading this I'm sure you will agree why the title of my rating is what it is...I just received an invoice for $187.80. I told Pool Troopers why I cancelled my service with them recently and why I'm not paying them any more money. I hope my complaint describe some of the issues that I put up with approximately 2-3 months of this year and If you think I'm paying this then invoice then this just shows once again how incompetent Pool Troopers really is!

For the past 2-3 months I have documented with photos, phone calls, emails, and text messages to their customer service department and to specific (current) employees within their company that my pool was VERY neglected and my weekly service didn't even come close to reflecting the cost of their weekly "TOTAL CLEANING" service I was paying for! I have used Pool Troopers for at approximately 4-5 years! Even after sharing the documentation I had that maybe they they would improve and send employees that had the training and experienced to take care of my pool. For the past several months I have asked for supervisors to call me, I would call their office and let them know that my pool technician was just here and that the walls and steps my pool was starting to form algae and they would tell me that they would tell my technician to make sure he scrubs the walls and steps. Well yep you guessed! The very next week the algae had gotten worse. I called them once again and told them that their is algae on the walls and steps and I would send them photos as documentation that my technician did not do what he was supposed to do. Anyway, after putting up with this for the past several months I had no choice but to cancel my service with them. I travel a lot for work and this is why I pay someone to take care of my pool. I was paying for the weekly "TOTAL CLEANING" program for YEARS and this past year all that money l paid them was a huge waste of money!

I have shared photos, copies of email correspondences, text messages, call logs of when I spoke to their office concerning the service that I was NOT getting! Each week you get an email stating that your service is complete and the technician would attach a photo of when he is done...well then I would call their office and tell them that my pool is filthy and they would say "were so sorry, we will let the supervisor know and you can expect him to call you" NO ONE CALLED ME! I mean come on...Seriously the technician wouldn't even clean my skimmer basket or filter basket in the pump! How do you forget to clean those? I don't get it! He never once this entire year clean out the bag on my pool cleaner (Polaris)! So the reason I'm so upset is because I told their office several times that I am not paying them anymore money and to come get the salt water system and I just now received an email telling me that owe the $187.80 I mentioned in the beginning of this complaint...Thanks for "listening" to this complaint. I normally don't do negative complaints like this but I felt that if my story will help someone to sway someone's decision on who they will use to service their pool then I would recommend that not use Pool Troopers.

Thanks!

Service quality been on decline for a year. Pool technician sets Olympic speed records netting. Basket cleaning is okay, but occasionally skipped completely. Technician rarely does wall brushing. Technician forgets to empty Polaris vacuum bag over half the time. Must say pool filter cleaning is done well. Pool Troopers was pretty good in the beginning, but not so much lately.

Barely showed up to complete services. Sent pictures of other homes pool's to show service was completed.

No regular techs assigned

Supervisor Nick & Dave r 2 take pics/chemicals added
Called numerous times still no pics
Continued from above spoke w Nick on 2/6/20 he reassured me my concerns would b addressed which ut wasnt as once again no pics/chemicals added which r on my account notes
Told him I am ready 2 terminate svc now I am done wish credit of current bill of $ 59.99 due 2/15/20
We take the worry out of your pool slogan is nothing but a catchy phrase beware pool owners

Have called for service for a sensor that is not distributing the salt and chlorine 5 times and get a different story each time with no results.
I have had to result to this complaint due to poor customer/lip service for several weeks. Each person I talk to tells me a repairman will be coming on different dates and they all seem to say the same thing "I don't know who told you a repair man was coming on such and such date we don't have you scheduled until another date" I have no salt or chlorine being distributed in my salt water pool and have been given the run around for 3 weeks. They will send a chemical person out who has no idea what to do with the main panel. The service has just gotten worse and worse and nobody can give me a truthful answer.

The company installed a salt water automatic dispenser on Sept 5th without my permission.My pump stopped working after this. Bought new pump and they
They advised me to buy a new pump which they would install free of charge, I bought the new pump for $422.00 but they are not showing up to install as they promised. First they broke my pump installing a salt water chlorine generator without my permission and now they are refusing to install it. I never saw or signed their document. I can not contact them as they are hanging up the phone. The pool is sitting there with a broken pump and getting dirty. The name of this company is Pool troopers or sometimes "Bay area pool"
I need help to save my pool in good condition and lower their rating so that people would not trust them for business.
Thank you

I am not surprised to read the below comments because I am now one of the fellow displeased customers. Joe A. from the company was so engaging and seemed great when I had him come by for an estimate. We just had an expensive resurfacing job done to our pool in February and hired this company shortly thereafter to begin servicing our pool. In April we noticed calcium staining and brought out the pool resurfacing company, who found the pH levels were high, and we let Bay Area Pools/Pool Troopers know.

3 months later the staining was back and worse, and we tested and found pH and calcium levels WAY over the recommended level. I emailed Bay Area Pools/Pool Troopers and asked someone to get back to me re: this. Nothing. I sent MULTIPLE emails over the course of the last week, asking for someone to contact me re: this. Nothing. So yeah, since they can't seem to perform the basic task of testing chemical levels properly or performing basic, courteous customer service to a paying customer, and we are now faced with having to try to remove the stains with the help of the pool resurfacing company, I'm done. I am just shocked that not a single person could email me or pick up the phone over the last week. Disgraceful.

They don't uphold to their promise of "Our full pool cleaning service includes, netting, complete wall brushing, vacuuming, tile cleaning, basket cleaning, pool filter cleaning, and checking the chemistry." We had nails in our pool from the roofers for over a month and they got so rusted that it stained our pool. Someone who claims to vacuum or brush would have noticed that. I witnessed a technician net the leaves in 10 minutes and that was all he did. The free salt chlorination is a good selling point but they don't even clean it out to get the full effect of it.

horrible service and incorrect billing.
I was using their chemical plan witch they say "worry free guarantee" my pool is green two weeks a month for this whole year and every other month last year. I called and asked for a credit for the last two months and they gave me one and charged me 80.00 for a filter they said was free. after I called a few times about this they sent a tech to my home and said the salt system has to be on a timer. the timer that was there on the power line never worked even when they installed the system three years ago. but now they want to make it an issue because they had to fix and repair their faulty equipment that never worked.

In short, AWFUL company with AWFUL service. In my 6 short months of having them as my pool service provider, I have had to make near weekly calls of complaint after they come to service my pool. Among them are: after my email of completed service I come home to a dirty pool with no one ever having touched it or even come by, insufficient water flow warnings which required someone to come back out and fix after leaving and having caused the problem to start with(has happened more than once), dumping my pool filter in my yard because there was "no trash can provided and they have to dump it somewhere" even though there is a trash bin by the bbq pit right by the pool, unfurling my garden hose and leaving it spread across the back of my house, leaving dirt and debris in bottom of pool after my service has supposedly been performed requiring a revisit. Do you need more examples of less than awful service and flat out dishonesty? When I stated, after a "supervisor" paid me a visit after my last cleaning issue 2 weeks ago, that I would soon need to discontinue my service, I got a shoulder shrug and an "ok"!!! Seriously?! How have you guys stayed in business? I'm not a pool expert since I have only recently moved to the area, but I can tell you there seem to be quite a few competitors that HAVE to be better than this.

I put my house for sale in May 2017. I have had a salt generator since BAP (Bay Area Pools) first starting servicing my pool in 2009. I have never signed a contract with them, but I'm well aware the equipment belongs to BAP. When I listed my house, my realtor stated I had a salt pool in the description. Fast forward to October, my house has now been for sale for MONTHS. I receive a phone call from Samantha, she apparently is vying for the position of worst customer service award at BAP. (Spoiler! She may win!) who says to me, "We had a guy servicing your pool while your house was being viewed with an agent and our guy overheard that realtor say you have a salt pool." Me, "and?" Samantha, "well, that salt generator is OURS and doesn't belong to you." Me, "okay". Samantha, "well, what are you going to do about it?" Me, "Ummm, I'll talk to my realtor, I guess it's her problem at this point." Samantha, "No, actually it's YOUR problem, and you are a liar. I have your Zillow listing pulled up on my computer right now, and you are lying on it! You better change your ad! You are a liar!" Me, "Umm, okay, not sure how that is YOUR problem Samantha". And I hang up.
Please note the following:
1. Samantha, queen of customer service never ONCE mentions the so called policy I was told about days later that when a house goes up for sale, they put you on chlorine service. If this was indeed the policy, why wasn't the generator taken from my house in May?
2. Upon calling my realtor, I was told that in the MLS under realtor notes, it states the generator does not convey. Which really isn't the point as I was not trying to "steal" or "lie" or do anything except sell my house and take care of my pool.
A couple weeks after the charming Samantha called my home, my contractor was at the side of my house and asked where the salt generator was, because it was gone. Silly contractor must not know what he is talking about because I pay for the premium salt service with BAP. No, no you don't says contractor. So I call BAP and ask if there was a change of service. Lucky for me, the charming Samantha answered again! She says, "well, I'm not sure why you no longer have salt.....". I say, "please, don't bother, I know why..." and explained how someone called me to berate me about being a liar. Good news, Samantha remembers me, because she was very quick to point out several times that I had the audacity to hang up on her. Never mind I was working and she wanted to argue about something I couldn't possibly muster the feelings to care about or waste one more minute on. I was paying my bill, and I was getting service, that's all that mattered, right?
Well, Samantha precedes to call me a liar again, and uses her work time to once again look up my listing on Zillow like some kind of stalker. She then proceeds to read the ad to me in a sing song voice much like my kids used to do when the argued as little, small, immature children, while calling me a liar for about the 10th time. She then tells me about the policy that no one had enforced in months and she failed to mention the first time she called me. Listen, had she just called up and said, "Ma'am, we became aware your house is for sale, and this is what we are gonna do...." I would have said thank you and went on with my life. Instead BAP wants to accuse me of the common crime of pool equipment theft with people who know exactly who I am. Clearly, I'm not a smart criminal. So, anyway, I ask to speak to a supervisor, and she continues to read my Zillow ad. I ask again, and I keep asking until she screams at me, "you had your time to talk, and now it's MY TIME". Again, I demand a supervisor until she finally just hangs up. I never called her a name. I never cursed. You know, just for the record. Who knows, maybe the recorded me and didn't tell me.
After thinking about it, I call back a few days later to cancel my service completely and they put Patrick K. on the phone who talks to me about how Yelp reviews and social media are only for people who want to cause issues and aren't legit reviews, how BAP has so many happy customers he can't quite contain himself and how I was a liar and "had a contract". I said, "oh Patrick, I do not and if I do, I dare you to produce a signed contract" to which he said, "well you have a contract, I can't control it if you won't sign it." Hahahahahah....Patrick doesn't understand that if I haven't signed anything we don't have a contract. In fact, I have three emails from the last three weeks from BAP begging me to sign a contract. I'm not even a customer, but they are determined to get me to sign this contract! And really, that is NOT the point! Upon reviewing on Yelp, Patrick was quick to tell me they "had my back and were SHOCKED at my review". Clearly, this guy doesn't have a degree in business. That's not how you deal with a complaint. (review shortened due to space)

After repeated attempts to receive a refund of unauthorized charges and overcharges due to poor workmanship we still have not received a refund.
We were charged for services not performed and our credit card was billed after we stated in writing they were not authorized to withdraw funds. We then requested the refunds which they stated were approved and on the way, a week ago, I still have not received our money. Amount they owe us is $ 192.00. First it was we will reverse the charges and the money will be back in your bank in 24 hours, then it was it will be back in your bank in 3-5 days then it was "well we closed your account so now we will mail you a check". A week has passed *** still dont have our refund.
I was accused of "flipping my lid" after a bad service call and we were begged not to notify the Revdex.com and to give them more time to refund the money. Its been a week, all I want is the money refunded they owe me!

We have been using Bay Area Pools for two years. The pool care service used to be ok but declined significantly in 2017. This year our pool has turned green twice. We tried calling, emails, filling out web forms, etc. to get it fixed. They did initially clean it. Less than one month later, it has been neglected and turned green again.

They replaced and discarded my old pool equipment with theirs. Ending service based on false info and I will now have to buy 1500 worth of equipment.
I entered into service in good faith with this company, and let them replace my pool equipment with their salt system. I had re occurring issues with Green on my pool walls, took pictures and sent them into their support, also called in. Their rep that came out, cleaned the green area, but miss-informed their management saying there was no issue or reason for the service call, and management apparently didn't care to review the pictures, or they would have seen the obvious issue. Management now assuming I am a liar, and wasting there employees time decides to end service and remove their equipment. Now I have to go out and spend 1,500.00 in pool equipment. Has I known that they wouldn't provide good service, would accuse me of dishonesty even though I sent pictures, I wouldn't have allowed them to remove my old pool equipment, and would not have taken this financial hit. I have wasted hours trying to have a clean pool, and now reason with them about this decision to end service based on false info, but see this is a waste of time as they wont even review the pictures to know they are wronging their customer by doing this.

Me and my husband call and no one calls back, I did speak to Philippe today and he stated that someone would be out today to fix our green pool and someone would call before they arrive and no one showed and I called again and had to leave a message and again received no return call. The pool has been green for 2 days and we had the same issue a few weeks ago.
Product_Or_Service: Pool service