Poolman

Our community pool needed tile repaired so Poolman drained the pool the first part of Dec. 2016 and now Dec. 27, 2016 the tile work is done but the pool is still half full. And they emailed our management company that maybe a resident could drag a hose over and fill the pool. Really isn't it Poolman's responsiblity to fill the pool up after the repair? We will be looking for a new pool service soon.

Thank you for reaching out, and we will be working to help resolving these issues. 
Yesterday, 12/6/16 our Repair General Manager reached out to you and was not able to make contact. We will be attempting to reach out again today, to try and get in contact with you.
Please feel...

free to contact Matt @ [redacted] for further assistance.

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,

[redacted] & [redacted]

On Jan. 20th, 2014 

Customer had a conversation with Poolman to discuss the issues that are listed in the complaint. Poolman will be working to address those issues to the customer and Poolman's satisfaction. The customer was pleased with the resolutions suggested and will continue to...

have Poolman provide weekly service for their swimming pool. Customer thanked Poolman for their assistance in resolving the matter.

We have used Poolman's service for over 25 years and couldn't be happier. When we travel, we feel VERY comfortable that our pool will be taken care of properly. A few years ago we were in Hawaii and Poolman contacted us about a problem and let us know they would handle the situation and they did. We would't change our pool company for any reason. We had a family member start a pool service but we remained with Poolman. Thanks for the great service.

I am so happy I decided to use Poolman .. I love my remodeled pool and deck. The work was done efficiently and in a timely manner. When the job was done, they cleaned up leaving my yard in the condition it was in before the work was started. I also use Poolman to service my pool on a monthly basis and have been a client for 6 years now, I am so very happy I use their services.

Good Afternoon,Thank you in advance for your time and assistance on this customer concern. This customer is no longer on service with Poolman. Effective 7/21/15, the account was canceled by the customer. The reason for her cancellation, was due to issues with our billing department....

There have been multiple conversations between the customer and our accounting department through the years. On top of the number of billing dates during the year, there is also an issue with the amount that was being paid, in relation to the amount being billed.  Attached for reference, is an account history. On there we have highlighted multiple dates, where the amount paid, is less than the amount billed. Highlighted in green are the dates where there was a difference of $43 billed, and $42 paid. Highlighted in red are the dates where we billed $46, and the amount paid were $43.  This is where some of the amount due on the account is steaming from. To clarify, the account is only in the rears $50.00, the additional amount is due to the collection fee assessed to the account, for the total of $75.00Poolman has worked with the customer many times through the years, and has made every attempt to help resolve this issue with her account. Even waiving (2) $10.00 late fees that were applied to the account, highlighted in yellow on the attached account history. While we  believe that the amount due to Poolman is accurate, and the attempts to collect that amount are justified, we are willing to work with the customer to settle the remaining balance. We will waive the $25.00 fee, and will accept an agreed upon amount for the remainder of the account. Thank you again for your assistance, and will wait for your response. Below is the note history from conversations between the customer and members of our accounting team. VP CONVO WITH MRS 7/21/2015Mrs called to go over payments and invoices. Explained which invoice was due and which ones were paid, said that according to her records she doesn't owe anything. Offerred to send her a statement but didn't want one, said she will send me her records and I can go from there.MM CONVO WITH MRS 1/19/2015My response to customer with statement/billing dates for 2014/2015/along with notes on their banking rec's sent to Dani: Hello [redacted],Thank you for the information. I have researched your account and have found that each payment has been applied accordingly. I have attached an account statement to reflect this fact. Please be advised that Poolman bills on a 28 day billing cycle. I have also attached a copy of our 2014 billing dates. You will receive 13 invoices in one year verses 12, being that there is 52 weeks in a calendar year. The following is your current account status: The following you will find notes that I have made on the banking reconciliation you sent: Please let me know if you have any further questions or concerns.Thank you,JJ CONVO WITH SON 12/24/2014 Son andrew called re the account blnc, he said that he has made 13 paymnts in 2014- I reminded him that the pymt he made in Jan was for the last two invoices billed in 2013.Sent him customer acct stmt and told him to call me once he rcvs this so we can go over the invoice history and paymnts applied together. [NEVER DID CALL BACK]CBOWDEN CONVO WITH MRS 6/1/11FYI2:37:05 PM1-Jun 1140am Done [redacted] - [redacted] - I have question about bill and service 480.204.6233Spoke w/ Mrs and she wanted to know how often she was billed explained every 28 days and explained that we charge 10.00 a week. And she was happy with that

Review: The contract signed with this company stated that a given billing cycle consisted of separate 13 payments for a year of service. 13 payments later, this company claims that I have somehow missed a payment and demanded a 14th installment to keep my account current. When provided with proof of my 13 payments, they send me a poorly kept excel sheet as 'proof' as if my bank statements have been fabricated and the money withdrawn from my account was somehow teleported to the void. They have since sent my bill to a collections agency to whom I provided my bank statements ending with the bill being dismissed.Desired Settlement: My desired outcome is that the company admit they did indeed charge me for an extra month and that they drop the 14th charge which should not of existed to begin with.

Business

Response:

Good Afternoon,Thank you in advance for your time and assistance on this customer concern. This customer is no longer on service with Poolman. Effective 7/21/15, the account was canceled by the customer. The reason for her cancellation, was due to issues with our billing department. There have been multiple conversations between the customer and our accounting department through the years. On top of the number of billing dates during the year, there is also an issue with the amount that was being paid, in relation to the amount being billed. Attached for reference, is an account history. On there we have highlighted multiple dates, where the amount paid, is less than the amount billed. Highlighted in green are the dates where there was a difference of $43 billed, and $42 paid. Highlighted in red are the dates where we billed $46, and the amount paid were $43. This is where some of the amount due on the account is steaming from. To clarify, the account is only in the rears $50.00, the additional amount is due to the collection fee assessed to the account, for the total of $75.00Poolman has worked with the customer many times through the years, and has made every attempt to help resolve this issue with her account. Even waiving (2) $10.00 late fees that were applied to the account, highlighted in yellow on the attached account history. While we believe that the amount due to Poolman is accurate, and the attempts to collect that amount are justified, we are willing to work with the customer to settle the remaining balance. We will waive the $25.00 fee, and will accept an agreed upon amount for the remainder of the account. Thank you again for your assistance, and will wait for your response. Below is the note history from conversations between the customer and members of our accounting team. VP CONVO WITH MRS 7/21/2015Mrs called to go over payments and invoices. Explained which invoice was due and which ones were paid, said that according to her records she doesn't owe anything. Offerred to send her a statement but didn't want one, said she will send me her records and I can go from there.MM CONVO WITH MRS 1/19/2015My response to customer with statement/billing dates for 2014/2015/along with notes on their banking rec's sent to Dani: Hello [redacted],Thank you for the information. I have researched your account and have found that each payment has been applied accordingly. I have attached an account statement to reflect this fact. Please be advised that Poolman bills on a 28 day billing cycle. I have also attached a copy of our 2014 billing dates. You will receive 13 invoices in one year verses 12, being that there is 52 weeks in a calendar year. The following is your current account status: The following you will find notes that I have made on the banking reconciliation you sent: Please let me know if you have any further questions or concerns.Thank you,JJ CONVO WITH SON 12/24/2014 Son andrew called re the account blnc, he said that he has made 13 paymnts in 2014- I reminded him that the pymt he made in Jan was for the last two invoices billed in 2013.Sent him customer acct stmt and told him to call me once he rcvs this so we can go over the invoice history and paymnts applied together. [NEVER DID CALL BACK]CBOWDEN CONVO WITH MRS 6/1/11FYI2:37:05 PM1-Jun 1140am Done [redacted] - [redacted] - I have question about bill and service 480.204.6233Spoke w/ Mrs and she wanted to know how often she was billed explained every 28 days and explained that we charge 10.00 a week. And she was happy with that

Review: I have resided as a tenant at this current address for 5 years; the owners have contacted the company as well in regards to the lack of performing an adequate service on cleaning the pool. We have on numerous occasions, called and complained that our pool is NOT being cleaned adequately, and something is wrong with the vacuum. Our complaints have been with the direct service tech, of which time we were told it was going to be changed. The service tech changed, and yet we still continued to have the same problem - the vacuum was not adequately sweeping the floor of the pool - it gets stuck and won't pull the chord and stops, or flips and won't flip back up to its regular position, or it will just remain in the same area. The problem is so bad to where the floor pool is now stained badly - and not just in one area, but the vast majority of the pool - which is believe it or not, in the center! We have had several managers go out and look, and their responses are that we don't run the pool long enough - so at one point we were running it for 10 hours! If the vacuum can't clean the majority of the bottom of the pool in 10 hours, something is wrong. We have called and complained, and NOTHING has changed. To the point that we need to acid wash the bottom of the pool, probably polish it, and I don't feel we should be responsible to pay for this expense. We have spoken to various techs telling them if they took the time to turn on the pool, watch the vacuum for more than the few minutes they are out back, they would see the issue. At one point a tech added a hose; that didn't help the vacuum clean the dirt in the middle of the pool! It just tangled up the hose more. They have fixed parts on the vacuum, saying "that could be the problem" yet probably a year later, our complaint is still not being heard. I don't see why I am paying $75 a month for a tech to come to the back of our house, be there for 5 minutes, and leave. I've left notes for him to please talk to us so we can SHOW them what our problem is and no one has come...we've been on winter break for 3 weeks and that note was never taken into consideration. I am disgusted with this company and their laziness, yet they are quick to tell us we need to pay our bill!Desired Settlement: I want the company to be responsible to acid wash the bottom of the pool to get out all the stained dirt from their inept service, and I won't be responsible to pay for it. If it entails anything else, they need to take the hit for the cost. I would like to be refunded at least 6 months of my monthly bill, since this issue has been going on for over a year now, and they cost me more, by having me run my pool for 10-12 hours at some instances, when that did nothing to help the issue of the vacuum. If you came out to see the bottom of my pool, you would be appalled!

Business

Response:

On Jan. 20th, 2014

Customer had a conversation with Poolman to discuss the issues that are listed in the complaint. Poolman will be working to address those issues to the customer and Poolman's satisfaction. The customer was pleased with the resolutions suggested and will continue to have Poolman provide weekly service for their swimming pool. Customer thanked Poolman for their assistance in resolving the matter.

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,

[redacted] & [redacted]

After several times of calling, leaving messages, and not getting a response I should have known that this is a company not worth dealing with.I made an appointment for the man to come out and give me a bid. He came a day late, and then when it was time to do, I got a call saying it would be twice as much. I wouldn't trust these people to test the chemicals in my pool. At no point did they act professionally. I have a contract signed by both of us, they've already run my deposit, and now they won't do anything. I don't know what to do

The people of Poolman are terrific. They always do a good job with a smile and I count on them to do the right thing. They keep my salt pool beautiful and keep my equipment up-to-date. In the the 15+ years I've used their service they are ALWAYS a pleasure to work with, fair and helpful. One more thing -- they always close my gate so my dogs can't get out.

The absolute worst pool company (if not company overall)... Rented a great house in Scottsdale for 1.5yrs. In short, it has been a cluster of nightmares... let me explain:

1) They installed a system to make the pool a salt system. Ok cool, great... The techs would backwash the salt water into our lawn and Cyprus trees. Guess what, after a year, the grass and trees were dead. After months of back and forth, Poolman paid to replace the trees (our 10' trees became 4' starters).

2) The customer service (the ladies on the phone), incredibly rude rude rude. I honestly do not think that Poolman has a checks and balances system in place (needless to say they don't take notes either).... Example.. I asked them to call us 1-2 hours prior to arrival so that I could be certain to bring the dogs in the house. They are Mastiffs totally chill, but when they leave the gate open... over and over and over, the dogs get out. "not our fault" I heard time and time again. I would get a call here and there, on average 20% of the time.

3) A ring seal went bad so the tech showed up "I can't work on the pool (clean it), but I will call in. a week later nothing. Phone call "We need this fixed please, it's been a week.." they told me, at 8am, to go get a seal and they would have a guy there in an hour. WHAT? this is my job now? I did get it and the kind landlord reimbursed me.

4) The employee turnover... OMG, it is crazy. We actually had a superstar for a few months. He was a great kid. Clean cut, well mannered. Told me horror stories about the company and how they dock pay. How the annual company party is ok, but the prizes always go to upper management. How Sad! I was in my kitchen one morning and realized that a thug looking person was outside. Total Jail type... The next week, a new guy... I asked "Is Poolman a "prison / jail rehab company?"... response was "Yes" --- so, they are telling us that they let convicts go in and out of your property. I am not trying to be harsh, everyone deserves another chance, but please, not with peoples homes!

5) Appointments / Schedules: Never show up at or around the same time. It's a corporate thing I guess.

6) Reroutes.. I asked one of the guys why a different person every week for the past month... "We get rerouted allot, so we are never on the same route." That is very odd, if somebody knows the route, get little to no complaints, why switch them up?

7) I moved out 4 weeks ago. Every week now (much to my surprise) I get a call "Hi this is Poolman we are in route to your house". I state that I do not live there any longer and to please remove me from the property data file. "OK" they say. Then I get another call.

8) I just received the call again. Same Story... I finally blew up at the same lady that I have unfortunately dealt with for the past year+.

Summary: Poolman is to big for their own good. Stretched thin in Texas, Arizona and Southern California. A sad state of affairs. I really hate spending my time writing reviews like this. Hopefully one day Poolman get's their act together and implements policies and procedures that are in the best interest of the clients, thus have improved ratings and growth.

My Recommendation: Look for the local small business to utilize. They, more than likely, will treat you like a customer and not like a problem.

I have had Poolman for many years however I believe their services have gone down the drain. My pool kept getting green algae. After a month of them coming out every week they then said it was my pool pump not working that was causing it. Umm no it was not. I took a sample of my water into Leslies pool. I had 0 yes 0 chlorine in my pool. I called them and told Poolman and told them this. They came out n of course shocked my pool added chlorine and added salt (I have thier free salt system.) The y again say that my pool pump does not work. To make a long story short... 2 1/2 months of argueing with them several technichians and or service repair men from Poolman at my house telling me my pool pump needs to be "replaced" I have another pool repair man look at my pump. He states "I do not see anything wrong with your pump." I then explain to him what it does. Sometimes it doesn't automatically come on when you flip the switch. Repairman "well that sounds like the capacitor and that is around $10.00 for the part." OMG they wanted to replace my entire pump for a $10.00 part. WTH!!! Oh their quote to me for a new pump was over $1000.00. Oh they called my husband today to say they will no longer service my pool unless I let them replace my pump. YA RIGHT!!!