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Professional Aquatic Services

5762 Fulham Place, Sanford, Florida, United States, 32746-3684

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Professional Aquatic Services Reviews (%countItem)

12/3/19-PAS broke the chlorinator for my pool while performing teir maintenance services. I reached out to them, and they refused to repair it.
12/3/19-Professional Aquatic Services (PAS) came to my home to perform their weekly service, which includes monitoring and maintaining the chemicals in my pool, cleaning various components of the system, and replacing chemicals. While opening the chlorinator, they broke it completely off the system, making it inoperable, and making my entire pool pump/filter system inoperable. The technician informed me, and said he would submit an order for repair. I did not hear from them for two days, so I called the office. I was told that the item was broken "under normal maintenance procedures", and that they could only repair it if I paid for the repair ($304). I explained to them that it was fully functioning when their technician arrived, and it was broken when he left. I had looked at the broken item and noted that the technician had reinstalled the cap tighter than necessary, to the point that it forced the silicone seal out of the cap. Therefore, it required more force than should be necessary to remove the cap, thereby breaking the chlorinator. I was told again that the item was broken "under normal maintenance procedures", and that they could only repair it if I paid for the repair. When I informed them that this was the second time the technician had installed the cap too tight, and that I had already replaced a brand new seal once due to this overtightening (which they already knew), I was yet again told the exact same rote statement about me having to pay for the repair. I would request that the Revdex.com reaches out to the company and requests that they replace the item that their technician broke, so that my pool system is fully functioning again, as it was prior to their technician arriving at my home.

Desired Outcome

I request that Professional Aquatic Services replaces the broken Hayward CL100 Pool Chlorinator that they broke during their weekly maintenance procedures, due to inadequate traing of their personnel.

Professional Aquatic Services Response • Jan 08, 2020

It is very unfortunate that this situation - the breaking of this customer's inline chlorinator - led to his cancellation.

We always do everything we can to provide the best customer service possible and own up to any issues that are our fault.

There are situations where equipment will break as it gets older no matter the precautions we take. In this case, the technician reports that he did not use any more force than is typical for this chlorinator and it broke at the base. This type of break was clearly caused by the brittleness of the chlorinator due to age. As time passes, because of exposure to the elements and the chemicals that the pieces of equipment have to hold, equipment will get brittle and break over time. Since we are required to touch the equipment as a part of the weekly service, it is inevitable that there will be at least some instances of equipment breaking as we utilize it under normal operation. Because this was not due to negligence, and happened under normal operating conditions, we told the customer that we could not replace the chlorinator for him free of charge. The situation is regrettable, and we wish it could have been avoided, but we did not want to be held responsible for something that was clearly not our fault.

We had been servicing the customer's pool since 2018 without incident, utilizing the chlorinator the entire time. On one occasion, the technician noted that the gasket for his chlorinator was old and had lost its elasticity. Replacement was recommended. We replaced the gasket, and when the customer received the bill, he informed us that he was not paying the bill because he had previously replaced the gasket and that the gasket must have been bad "due to mishandling of the chlorinator cap removal by the technician." It seems that any time something happened outside of his normal weekly service, the customer was quick to blame us as a reason for not paying.

It is important to note that on another review site the customer informed us that he has already repaired the chlorinator: "So, I canceled my service with them, and have repaired the issue and am looking to move on to another company."

Customer Response • Jan 08, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the company's response for the following reasons:

1. "We always do everything we can to provide the best customer service possible and own up to any issues that are our fault." The only reason anything was even brought up about the broken equipment in our system was because I called their office and asked about it. I gave them several days to communicate with me, and they did not. I could get by without a chlorinator for a few days, except that it is an integral physical component of our system, and without it we cannot run the pump or filter the pool. Even if they were not planning on replacing the item they broke, I would have expected some sort of communication from them regarding what I wanted to do about the repair, and to get my system operational again. There was zero communication from teh company until I contacted them.

2."Because this was not due to negligence, and happened under normal operating conditions, we told the customer that we could not replace the chlorinator for him free of charge." Although the chlorinator did break during a routine maintenance visit, it required additional force to remove the cap because the technician had installed it extremely tightly the week before. It was so tight in fact that the silicone gasket in the cap squeezed out from it's groove. This was the second time that the cap was installed too tightly, damaging the gasket, and requiring replacement of the gasket. I replaced it the first time at my own expense and time, and informed the company that they had damaged it. Regarding the company's comment that they could not repair the chlorinator for free, I never once requested that. I simply asked them if they were actually telling me that they could only repair my broken chlorinator "under the terms of the quote they sent me". They did not offer any other solution, such as even providing the item at their cost, and having me pay for the installation labor. I felt at the time, and still feel now, that the fact that the system worked fine when their technician arrived, and was broken when he left should have at least made them feel it necessary for someone to come out and take a look at the issue, rather than just relying on the word of the technician that broke the item. To me, this would have been good customer service, something they claim to provide.

3. "On one occasion, the technician noted that the gasket for his chlorinator was old and had lost its elasticity. Replacement was recommended. We replaced the gasket, and when the customer received the bill, he informed us that he was not paying the bill because he had previously replaced the gasket and that the gasket must have been bad "due to mishandling of the chlorinator cap removal by the technician." It seems that any time something happened outside of his normal weekly service, the customer was quick to blame us as a reason for not paying." The technician pointed out to me that teh gasket was old, and I replaced it personally, as it is a very simple task. This was in April of 2019. In late May of 2019, I noticed that the gasket needed replacing again, so I replaced it, again at my expense. Professional Aquatic Services replaced it yet a third time in August of 2019, without any mention to me that it needed replacing, and from my observation it did not. I feel that they replaced it ebcause there was a note in their system that it needed replacing, most likely from May or June of 2019, before I replaced it. It is a very simple replacement, and with teh gasket being a silicone ring, the cap does not require tightening very tight, certainly not to the point where it requires enough force to remove that it breaks the system. I did not balme the company, I simply pointed out that I had recently replaced the gasket, and so it did not need to be replaced yet again. as far as being "quick to blame them", I did not mention anything until they attempted to biull me for an unnecessary repair.

4. "It is important to note that on another review site the customer informed us that he has already repaired the chlorinator: 'So, I canceled my service with them, and have repaired the issue and am looking to move on to another company.' " I did not inform them that I had repaired the system, after they broke my chlorinator, they must have noticed my comments to another individual who posted they were looking for a pool service company. I replied to that comment because I was also looking for a new company. As far ar my having already "repaired the issue", I simply removed the remnants of the broken chlorinator and installed a new piece pof PVC pipe, so that my pool pump and filter were again operational. The breaking of my chlorinator occurred just prior to arrival of family members for teh holidays, so I did not have time to have a new chlorinator installed. My repair did not fix the issue with having no chlorinator in my system, but it did allow me to turn my pool pump and filter system back on, in order to keep my pool clean.

In a nutshell, it was not the fact that the technician broke my chlorinator that was the main issue, it was the complete lack of communication on the company's part that made me cancel my utilization of their services.

Professional Aquatic Services Response • Jan 13, 2020

I am not sure why the customer is saying that we did not communicate with him. The technician informed the customer right way that the chlorinator broke under normal operation. Additionally, it is the service manager's recollection that he reached out to the customer the same day (the next at the most). Regardless, the conversation that the customer had with the service manager in no way intimated that he was willing to pay our cost of the chlorinator plus labor. In fact, the customer said multiple times that we should replace the chlorinator without cost to him because, in his mind, we broke it through negligence. I was under the impression there were no other options.
If the customer is truly okay with us replacing the chlorinator at our cost plus labor then I have no problem doing that.

Customer Response • Jan 14, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I believe the reason this individual does not know why I, the cusotmer, am saying that they did not communicate with me is because he or she is only relying on what he or she has been told by their technician and their service manager. The technician did indeed inform me that the chlorinator was broken by him, and even showed me the broken item. He then told me he would put in a service order for repair. This was on Tuesday, December 3, 2019. When I had not heard from them by Thursday, December 5 I called them. Even though the broken chlorinator left us without an operation pool pumpp and filter system, this was the first communication I had with Professional Aquatics Services regarding my broken chlorinator, and it only took place because I initiated it. As a matter of fact, I did not even receive a quote for the cost of repair until I called them on December 5. The service manager did not call me the day the chlorinator was broken, or even the next day. He did not call me at all. I had to call him. I did not mention paying their cost for the parts and then their labor because I was told repeatedly that Professional Aquatics Services could only repair the broken item under the terms of the quote they sent me. When I said that it seemed unfair for me to have to bear the complete cost of repair for something broken by their company I was again told the exact same phrase, that they would only repair it under the terms of the quote provided to me. I even asked if the service manager was going to just take the word of the technician about what happened, and not even send somebody out to look at our system before refusing to do anything other than "repair it under the terms of the quote provided to me", and was told that yes, that was the case. That is the point where I decided to not do any further business with Professional Aquatic Services, and I was not going to waste my time negotiating anything further.

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Address: 5762 Fulham Place, Sanford, Florida, United States, 32746-3684

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+1 (407) 386-6476

Web:

www.yourpoolprofessional.com

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