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Premier Pool Care

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Reviews Pool Service, Pool Maintenance Premier Pool Care

Premier Pool Care Reviews (3)

Our company has done over tile cleans over the past years and I have over $6,in equipmentThat being said we vacuumed the pool after the job was done and hosed the deck offI turned the breakers off before I left and told her we'd be back Monday to turn the pool back on once it filled back upOn Monday I came back to turn the equipment on and grout the tileI spent hours grouting the pool and had to buy extra product at my own cost to meet customers needs to do the grout rightAfter I had the intent to hose the deck and vaccines the pool as requested, but she had a rattlesnake in the equipment room so I could turn Pump on or access hose bib due to the rattlesnake being right thereI knocked on the door to let customer know she had a rattlesnake an drew to call pest control or fire dept to come get itI had a full day of work so I had to move on with my day I couldn't wait for them to remove snake Customer hadn't paid us after job on Friday so I asked for paymentShe was hesitant to pay me saying she wasn't happy with how I hosed the deck offSo I told her when I came in Thursday for her weekly cleaning I would hose the deck off againShe never demanded me to vacuum the pool again or ever said it looked dirty and was unhappy without it lookedOn Tuesday she demanded me to come back to vacuum the pool and hose the deck off that day when she already knew I'd be back ThursdayI pushed back several jobs to the next day to accommodate herI came back Tuesday to vacuum pool and hose the deck offAt that time I left her a $check as a refund for the month she paid for her service because I wasn't going to continue doing business with herI have customers to do work with weekly so I cannot go to customers pool everyday at her convenience regardless of where I liveI refunded her money and did everything she asked and she continues to get money and more free service from her

Pool was not serviced correctly which caused algae to develop throughout the pool. I paid for weekly services for 7 weeks while a new surfaced cured.
On June 4 the I discovered algae throughout the pool. I called Diane from Premiere Pools to ask if the pool had been serviced the week prior and if the chemicals had been switched to salt. She did not answer the phone so I text her. She responded saying the pool was serviced and she confirmed with her technician and said he wasn't here for 12 minutes per her GPS report. I called another company who came out today to check the chemical balance and to see if the salt system had been turned on. The owner of Premiere pool assumed it was done, I have text messages from her saying this. She was texting her technician about the matter and mistakenly sent me a text intended for the tech saying "she was not worried about me, that he needed to make sure to clean the other pools.

Desired Outcome

I can't use my pool for several days as new chemicals had to be added to correct the pH balance and to kill algae developing throughout the pool. I hired another pool company who confirmed my concerns and is now working on correcting the issues. I should be refunded 50% of what I paid which was $207. His is a brand new pool, had the pool been serviced correctly I would not have these issues.

Premier Pool Care Response • Jun 06, 2018

Contact Name and Title: Diane C, Owner
Contact Phone: 4074664098
Contact Email: [email protected]
We serviced the homeowner's swimming pool for 7 weeks as per their request. When the homeowner questioned us about salt being added to the pool, I asked her if there was a bag of salt on the deck? She replied that there was a bag of salt on the porch, which means that Salt had been added to the pool, as this is usual and customary for pool builders to leave one extra bag just incase the first dosing was a little shy of salt.

I questioned our maintenance tech and he stated that the pool had 3700ppm of salt the week prior, but after researching through the pool builder, we found that salt was added to the pool prior to the pool being repaired/re-surfaced, but was not added after the swimming pool was repaired and re-filled the second time. Management had assumed the salt had been added to the swimming pool through a miscalculation by our maintenance technician, and the homeowner stating there was a bag of salt on her porch, which is usual and customary as stated above.

The "Algae Development" the homeowner speaks of, was caused by recent weather events we've had here. Swimming pools can get low on Chlorine causing Algae to develop, as it is not advisable to heavily chlorinate a swimming pool with a new interior in the curing process. In addition, we have not serviced the homeowner pool for 1 week.

On June 5th, we received a W.O. from the pool builder that we immediately responded to and cleared with the homeowner making sure it was OK for us to come take care of the pool builder's requests. We were asked to add the recommended amount of salt and check the swimming pool chemistry. Upon our arrival we found there was No Chlorine Residual, pH a little lower than industry standards, and Total Alkalinity 20ppm lower than industry standards. We added recommended Salt to swimming pool and brought Chlorine residual up 3ppm to 4ppm. Making swimming pool safe to swim as requested by the homeowner. We did not adjust any other chemical parameters as the homeowner had hired another Swimming Pool Service Company to service the pool. The swimming pool looked good when we left other than some cloudiness from adding salt, all pool equipment was functioning properly.

The homeowner stating our maintenance technician (wasn't) there for 12 minutes is incorrect as he (was) there, as most screened swimming pool service times average 10 to 15 minutes, unless there is a scheduled filter cleaning during our visit making it 20 to 25 minutes. (Just for clarification)

As for the text she received intended for our technician, we believe it's meaning was taken out of context as we wanted our technician to stay focused on his work in order to stay on schedule and we would personally take care of our customer's concerns. Our apologies if this came across the wrong way.

After our visit today (June 6th), we notified homeowner that the requested pool builder W.O. had been completed and her pool was safe to swim. We also left a check for 1/2 of total amount paid ($201.25), as the homeowner had felt our maintenance technician had not performed his job as expected.

Management would like to have an opportunity to resolve and remedy any concerns the homeowner may have with our company to restore a healthy working relationship moving forward.

Our company has done over 40 tile cleans over the past 2 years and I have over $6,000 in equipment. That being said we vacuumed the pool after the job was done and hosed the deck off. I turned the breakers off before I left and told her we'd be back Monday to turn the pool back on once it filled...

back up. On Monday I came back to turn the equipment on and grout the tile. I spent 2 hours grouting the pool and had to buy extra product at my own cost to meet customers needs to do the grout right. After I had the intent to hose the deck and vaccines the pool as requested, but she had a rattlesnake in the equipment room so I could turn Pump on or access hose bib due to the rattlesnake being right there. I knocked on the door to let customer know she had a rattlesnake an drew to call pest control or fire dept to come get it. I had a full day of work so I had to move on with my day I couldn't wait for them to remove snake   Customer hadn't paid us after job on Friday so I asked for payment. She was hesitant to pay me saying she wasn't happy with how I hosed the deck off. So I told her when I came in Thursday for her weekly cleaning I would hose the deck off again. She never demanded me to vacuum the pool again or ever said it looked dirty and was unhappy without it looked. On Tuesday she demanded me to come back to vacuum the pool and hose the deck off that day when she already knew I'd be back Thursday. I pushed back several jobs to the next day to accommodate her. I came back Tuesday to vacuum pool and hose the deck off. At that time I left her a $90 check as a refund for the month she paid for her service because I wasn't going to continue doing business with her. I have 65 customers to do work with weekly so I cannot go to customers pool everyday at her convenience regardless of where I live. I refunded her money and did everything she asked and she continues to get money and more free service from her.

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Address: Address on File with BBB, Winter Springs, Florida, United States, 32708-3449

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