Specialty Cleaning Services

Revdex.com: 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 Good Morning Ms [redacted] ,On behalf of [redacted] , I would like to thank you for your time in helping to come to a resolution regarding our recent experience with Specialty PoolsWhile your response seemed to be a personal attack on the customer, I can relate to your position as that of an employee's superiorI too, have faith in my employees and stand behind most service decisions that are made.In this case, there's seems to be several misunderstandings of which I am not passing 100% of the blame on.My request for a sit down was simply to clear any of the misunderstandings that still linger.As for chemicals or services being requested, we approved over $1,in the "ten days" Specialty worked onsiteIs there additional recommendations? We open our pools to the residents at 10am daily which is why we were given a start timeNever once did Specialty reach out to me (as the manager) although my email, personal cell phone number, and work contact information was providedAlso, I have not taken any vacation days since taking over [redacted] in August of so I'm not sure why a vacation is mentioned in your responseHowever if that was ever thought to have been the case, my personal cell phone number was given to the technician his first day onsite.I would like to apologize if at any time my demeanor came across as a verbal attack as that was certainly not my intentionsAgain, this is something I would like the opportunity to discuss as our corporate office was sitting with me at the time of the callOur Arizona Regional witnessed the conversation first hand along with the multiple times the Specialty rep disconnected our calls mid-conversationI never raised my voice or spoke out of line so your response was quit bafflingAgain, I'd like the opportunity for light to be shed on these discrepancies.I have positive professional relationships within the carpet cleaning side of Specialty & was hoping to gain that same partnership on the pool sideThis evidently has yet to have been the case.I look forward to hearing from you.Have a great day, [redacted] ***

I am sorry Ms [redacted] is not satisfied with our response We will not be discounting the $ In addition, what she should be doing is following up with her regular "Pool Service" and ask why the sand filter change that she requested was not done or not done correctly The two parts we replaced to repair her pool heater did the job and her pool heater is working, however it shorts out due to her "sand filter problem, no suction" We cannot repair this pool issue with her, because her Home Warranty Company states this is regular maintenance to a pool and her responsibility Again, we do strive to please our customers 100%, however there are still those customers that no matter what you do, they will never be satisfied Ms [redacted] has tools available to her to address her concerns and she is welcome to do so at her leisure She can contact her regular pool service and find out what they did or did not do to sand filter and she can also recontact her Home Warranty company for a second opinion Thank you for contacting us Sincerely, Annette J***

Dear Ms [redacted] , We fully understand the representation of the Revdex.com and wish to comply with any and all communication we receive from your company Now to address Ms[redacted] s complaintShe is correct by indicating pool service with us for the month of November She contacted our offices and complained and implied that we were not come to her home to maintain, clean her swimming pool, no slip was left at her property Our customer service representative, Carley shared this information with [redacted] the owner of the company Mr [redacted] investigated her concerns with [redacted] our pool technician, and yes he was definitely cleaning her pool etc Being the Ms [redacted] just started services with us, as a measure of good faith for our new customer, Mr [redacted] decided to offer and give Ms [redacted] a credit for Decembers bill [redacted] is Hispanic but he speaks and understands English just fine One day, [redacted] was at Ms [redacted] s pool and noticed she had a pool filter problem Pool filters are NOT apart of our weekly pool service [redacted] filled out the necessary daily paperwork and it was turned into our office It is company policy, when a pool technician notices a problem with a customers pool, he is to fill out paperwork and contact our office, so we in turn contact the customer and either get approval or declined In Ms [redacted] s case, [redacted] the owner contacted Ms [redacted] , explained the problem with the filter and asked permission to replace? The fee for the pool filter was $ Ms [redacted] verbally approved it! However, when she received our invoice for the additional charge of $65.00, she called our office and complained SHE NEVER APPROVED IT Really? She spoke to the owner of our company Once again, Mr [redacted] , wanting to demonstrate good faith, thought perhaps Ms [redacted] did not fully comprehend the additional charge...so he gave her the benefit of the doubt and credited the $air filterSo now, she has received $credit, a customer whom has used our company for two months Here is the status of phone contact with Ms [redacted] 12/11/ [redacted] n/c air filter for her pool.12/30/Customer intentionally avoids are calls; however when we contact her on a blocked line, Ms [redacted] picks up the telephone We attempted to tell her she must pay her open bill with us or she would be turned into our collections company.1/17/Left message if we did not here from Ms [redacted] about her paying her bill, this is the final cut off, she would be turned into to collections.2/27/Final telephone message left for Ms [redacted] , at the close of business on this day, her account will be turned over to our collections company.3/4/Ms [redacted] , contacts our office and insists she will dispute any and all charges.When reviewing Ms [redacted] 's record with us, there is a pattern of her wanting everything for nothing! After the month of November, she DID NOT have to continue with our company but she did Why? If we were not living up to her expectations as a pool service company she could of cancelled service immediately! But she did notWhy wait til now to involve your agency? There have been plenty of documented communications attempting to make her happy and attempting to contact her about her bill with us before it went to collectionsWe appreciate your contact with our company At this time, Ms [redacted] will have to work with the collections company.Sincerely, [redacted]

Friendly informative staffPunctual and thoroughThank you Specialty cleaning for your spectacular sanitization

There was no link attached to your email, so I went back to the original chain and responded thereBut to make sure you have a copy of my responseI am sending this to you on this email:I wrote: I attempted to contact you via telephone on April 18, Again I would like to reinterate, we have tried absolutely everything when attempting to work with Ms [redacted] At some point, you have to move on Now, Ms [redacted] , is insuating we were never there, she never authorized work etc I am sorry to say, this is a boldfaced lie Like I mentioned in our conversations, we have photos,cellular records, and GPS navigation on all our vehicles There is ABSOLUTELY NO BENEFIT to our company to have a pretend residential customer We have been blessed, and have no reason to randomly fabricate customers and try to bill them Again, we are sorry Ms [redacted] does not care for our company As I stated in our last correspondence, her account will reside with collections We have attempted every means of making this customer somewhat satisfied and nothing we have attempted has been met with fairness For this we are sorry Our company reputation is very important to us, we do not want a negative ding on our record So to confirm, this case file will be noted as UNRESOLVED? I am double checking Many thanks for trying Have a wonderful day.Sincerely, [redacted]

This is not true the work order was cancelled by J***s as they stated they needed in writing the trade call fee was waivedI personally spoke to them and they were very rude about itAfter Old Republic advised them the trade call fee would be waived the work order was rescheduled and someone did come back out to my property and did call me on the phone to advise they do not do a leak search, he did not ask for a trade call fee , but then I started to receive the threat of my policy being cancelled if I did not pay said feeI was also told by J***s to text the tech for details in what he did at my propertyI should not be contacting their tech they should be aware of what he did at my propertyThe tech said the pump was replaced there is no leak when in reality there was still a leak

I have responded twice to this complaint and your website would not forward messageI will try againHere is our report from our tech, Jonathan: I went to Ms [redacted] property on 3/14/16, I was sent out to diagnose her pool heater issue that she was havingAt this time, there was electrical power to the heater, but no electrical power to the transformer So at that time I replaced the transformer after receiving authorization from her home warranty company After I had put in the part,(which was bad and needed replacing) The heater did not fire completely, so I continued my inspection to see where the heater was losing power, preventing the heater to fully fire up The power was stopping by the pressure switchI needed to contact her home warranty company to get further authorization I received the 2nd authorization on 3/18/and returned to her home on 3/21/to replace the water pressure switch ( which was also bad and needed replacing) on her heater After the switch was replaced the heater was still not firing completely, so the natural next step is to backwash the filter When I did this, the water was thick and sandy like a milkshake This is a DEFINITE indicator the sand was not replaced or not replaced correctly! The water should be clear Although the customer indicated she paid her pool guy, to complete this service, it was never done or not done correctly She then advised me that she was going to have her pool guy come and check the filter so she can find out why her pool is not getting any pressure back out to her pool.Our service was performed and replaced correctlyHer pool heater was fixed by replacing the two parts Sand changing is not covered by her Home Warranty company, that service is considered to be general maintenance and the responsibility of their customer The $fee is a flat rate for us to come out to the customer and diagnose a problem Furthermore, she is welcome to call her Home Warranty company and they will send another company to access the pool heater problem and the repairs that our technician made So you are aware, we take 100's of telephone calls from customers daily Ms [redacted] indicated an employee by the name of Fred was rude and disrespectful to herWe do not employ a "Fred" We have a zero tolerance policy if any of our employees are rude to a customer, simply untrueOur employees are all seasoned professionals for which we are very proud of every one of them!!!We will not discount the $ We are very sorry Ms [redacted] was not pleased with the results however we completed the job 100% One last item, Ms [redacted] has used our services in the past with absolutely no problem We hope this settles the dispute Again, Ms [redacted] can contact her Home Warranty and have them send out a different vendor to access the repairs Thanking you in Advance, Annette J***

I am sorry Ms [redacted] is not satisfied with our response We will not be discounting the $ In addition, what she should be doing is following up with her regular "Pool Service" and ask why the sand filter change that she requested was not done or not done correctly The two parts we replaced to repair her pool heater did the job and her pool heater is working, however it shorts out due to her "sand filter problem, no suction" We cannot repair this pool issue with her, because her Home Warranty Company states this is regular maintenance to a pool and her responsibilityAgain, we do strive to please our customers 100%, however there are still those customers that no matter what you do, they will never be satisfied Ms [redacted] has tools available to her to address her concerns and she is welcome to do so at her leisure She can contact her regular pool service and find out what they did or did not do to sand filter and she can also recontact her Home Warranty company for a second opinionThank you for contacting usSincerely, Annette J***

Good morning, I imagined as much Ms [redacted] would view the complaint as unresolvedThis is simply not the case As a vendor offering pool service, we have an excellent record of overall customer satisfactionIn Ms [redacted] 's case she would like everything for nothing or free! No business can survive working with customers whom have this philosophy! Early on in November we wanted to give Ms [redacted] the benefit of the doubt; our company owner was beyond generous!! From our first complaint on we had [redacted] document via cell phone photographs of her pool,address, date and time for each visitOur collection company will pursuit the balanceWith all due respect to your organization; Ms [redacted] will never be satisfiedWe regret that she feels this way, but we tried to make her happy with our service,but it is apparent she wants pool service for freeAgain, if she was so dissatisfied with our company she had every opportunity to cancell her service with us back in November But she did not? Why? Obviously,she was pleased with our serviceI have a sneaky suspicion Ms [redacted] is taking advantage of yet another reputable agency the Revdex.comI am sorry, but I have nothing more to comment on.sincerely, [redacted]

I hired Specialty Cleaning to clean my mom's pool on a weekly basisThe charge was $a monthThe service included backwash, brushing netting, vacuuming, tile scrub and All ChemicalsThe "ALL Chemicals" "great deal" was why I hired this businessIn May they said my pump was not working correctly or long enough and that I had algae growing so they had to put in extra chlorine and shock and that would cost me extraThis is a brand new pump and I ran it hours a day until May when I increased it to hoursThe pool man told me that he was told they were going to charge me extra for these chemicals, I contacted them and mention their advertisement that said All Chemicals included and I should not be billed extra, at the time they weren't argumentative about it and I thought it was settle especially when I received my June bill and there was no extra chargeOn June 10th I received a charge for $After calling them today they said I either pay or they will discontinue my service at the end of June, and I agreed with that, but they need to correct their advertisement to mention that "ALL Chemicals are not included"Also as a matter of history in the fall of they drained and cleaned the pool with acid and a pressure washer, I found out later where all these green/black areas on the side of the pool is where they applied to much pressure and a lot of the pebble tech was knocked off the side of the poolI hired them to maintain the pool and they act like I caused the issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

To whom it may concern, Attached please find the response to *** ** *** complaint If you require written documentation and photos supporting our claims we are happy to comply! Again, we have been in business for well over years, our reputation means everything to us!
It is rare but sometimes an issue like this one occurs We will be submitting a copy of this letter and documentation to her corporate offices Like any service business it is impossible to perform a task without the support of the customer In this case, authorization for service work was never done in a timely manner, pool chemicals, basic pool chemicals were never properly supplied (liquid chlorine, shock, etc) We were told we could not do any work or add any chemicals to their pools and spas unless our requests were authorized *** ** *** was quite specific! In addition we never guaranteed a daily time to perform our services to her pools and spas; we were offering a professional courtesy! I am going to remind ALL of you this was a day job, we do not work weekends, it was impossible to meet the demands of this customer when they failed us as a temporary vendor so miserably! In addition, *** ** *** blatant disrespect and rudeness over the telephone to our employees is unacceptable I get this is Arizona and temperatures run high, but there is absolutely no excuse to speak to another person in the manner MsMoore spoke to ***Again if you require further information, we are happy to comply.Respectfully submitted, *** ** ***Specialty Pools Division

Good morning, I am responding to the complaint you received from Ms*** *** Complaint #***We have been in business for well over years We are a committed company whom cares a great deal about our customers and the services we provide to themIn this
particular case, we work for Old Republic Home Protection Old Republic Home Protection sends us "their" customer information, a work scope, a fee amount we are to collect from their customer, and they advise us if they require authorization for us to perform the said work scope On 3/16/we received workorder #***, we replaced her spa pump, labor etc totaling $387.02, in addition as per Old Republic Home Protection's workorder we were to collect a fee of $65.00, which Ms*** paid by Master CardOn 4/29/we received another work order from Old Republic Home Protection for Ms*** residence, the workscope indicated a leak in her spaWe were advised by Old Republic Home Protection to have our technician contact them to discuss the leak in her spa, immediately upon receiving their workorder The leak in her spa was being generated from the bottom of the spa and the repair would be quite detailed due to location of repair and spa foam At this time Old Republic Home Protection cancelled the workorder This decision was completely out of our hands, again we work for Old Republic Home Protection Ms*** needs to discuss this with her home warranty companyAgain, we are sorry about her inconvience but it is up to her to discuss in detail with her home warranty company.Thank you,
Annette J***

Good morning, I am responding to the complaint you received from Ms*** *** Complaint #***We have been in business for well over years We are a committed company whom cares a great deal about our customers and the services we provide to themIn this particular
case, we work for Old Republic Home Protection Old Republic Home Protection sends us "their" customer information, a work scope, a fee amount we are to collect from their customer, and they advise us if they require authorization for us to perform the said work scope On 3/16/we received workorder #***, we replaced her spa pump, labor etc totaling $387.02, in addition as per Old Republic Home Protection's workorder we were to collect a fee of $65.00, which Ms*** paid by Master CardOn 4/29/we received another work order from Old Republic Home Protection for Ms*** residence, the workscope indicated a leak in her spaWe were advised by Old Republic Home Protection to have our technician contact them to discuss the leak in her spa, immediately upon receiving their workorder The leak in her spa was being generated from the bottom of the spa and the repair would be quite detailed due to location of repair and spa foam At this time Old Republic Home Protection cancelled the workorder This decision was completely out of our hands, again we work for Old Republic Home Protection Ms*** needs to discuss this with her home warranty companyAgain, we are sorry about her inconvience but it is up to her to discuss in detail with her home warranty company.Thank you, Annette J***

Revdex.com:
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.
Good Morning Ms [redacted],On behalf of [redacted], I would like to thank you for your time in helping to come to a resolution regarding our recent experience with Specialty Pools. While your response seemed to be a personal attack on the customer, I can relate to your position as that of an employee's superior. I too, have faith in my employees and stand behind most service decisions that are made.In this case, there's seems to be several misunderstandings of which I am not passing 100% of the blame on.My request for a sit down was simply to clear any of the misunderstandings that still linger.As for chemicals or services being requested, we approved over $1,400 in the "ten days" Specialty worked onsite. Is there additional recommendations? We open our pools to the residents at 10am daily which is why we were given a start time. Never once did Specialty reach out to me (as the manager) although my email, personal cell phone number, and work contact information was provided. Also, I have not taken any vacation days since taking over [redacted] in August of 2014 so I'm not sure why a vacation is mentioned in your response. However if that was ever thought to have been the case, my personal cell phone number was given to the technician his first day onsite.I would like to apologize if at any time my demeanor came across as a verbal attack as that was certainly not my intentions. Again, this is something I would like the opportunity to discuss as our corporate office was sitting with me at the time of the call. Our Arizona Regional witnessed the conversation first hand along with the multiple times the Specialty rep disconnected our calls mid-conversation. I never raised my voice or spoke out of line so your response was quit baffling. Again, I'd like the opportunity for light to be shed on these discrepancies.I have positive professional relationships within the carpet cleaning side of Specialty & was hoping to gain that same partnership on the pool side. This evidently has yet to have been the case.I look forward to hearing from you.Have a great day,[redacted]

Good morning, I have attached our response to Complaint ID #[redacted].Thank you in advance for all your help.  As you can see by our response, in our opinion this concludes the matter.Sincerely, [redacted]

I am sorry Ms. [redacted] is not satisfied with our response.  We will not be discounting the $75.00.  In addition, what she should be doing is following up with her regular "Pool Service" and ask why the sand filter change that she requested was not done or not done correctly.  The two parts we replaced to repair her pool heater did the job and her pool heater is working, however it shorts out due to her "sand filter problem, no suction" We cannot repair this pool issue with her, because her Home Warranty Company states this is regular maintenance to a pool and her responsibility. Again, we do strive to please our customers 100%, however there are still those customers that no matter what you do, they will never be satisfied.  Ms. [redacted] has tools available to her to address her concerns and she is welcome to do so at her leisure.  She can contact her regular pool service and find out what they did or did not do to sand filter and she can also recontact her Home Warranty company for a second opinion. Thank you for contacting usSincerely, Annette J[redacted]

This is not true the work order was cancelled by J[redacted]s as they stated they needed in writing the trade call fee was waived. I personally spoke to them and they were very rude about it. After Old Republic advised them the trade call fee would be waived the work order was rescheduled and someone did come back out to my property and did call me on the phone to advise they do not do a leak search, he did not ask for a trade call fee , but then I started to receive the threat of my policy being cancelled if I did not pay said fee. I was also told by J[redacted]s to text the tech for details in what he did at my property. I should not be contacting their tech they should be aware of what he did at my property. The tech said the pump was replaced there is no leak when in reality there was still a leak.

I have responded twice to this complaint and your website would not forward message. I will try again
Here is our report from our tech, Jonathan: I went to Ms. [redacted] property on 3/14/16, I was sent out to diagnose her pool heater issue that she was having. At this time, there was...

electrical power to the heater, but no electrical power to the transformer.  So at that time I replaced the transformer after receiving authorization from her home warranty company.  After I had put in the part,(which was bad and needed replacing)  The heater did not fire completely, so I continued my inspection to see where the heater was losing power, preventing the heater to fully fire up.  The power was stopping by the pressure switch. I needed to contact her home warranty company to get further authorization.  I received the 2nd authorization on 3/18/16 and returned to her home on 3/21/16 to replace the water pressure switch ( which was also bad and needed replacing) on her heater.  After the switch was replaced the heater was still not firing completely, so the natural next step is to backwash the filter.  When I did this, the water was thick and sandy like a milkshake.  This is a DEFINITE indicator the sand was not replaced or not replaced correctly!  The water should be clear.  Although the customer indicated she paid her pool guy, to complete this service, it was never done or not done correctly.  She then advised me that she was going to have her pool guy come and check the filter so she can find out why her pool is not getting any pressure back out to her pool.Our service was performed and replaced correctly. Her pool heater was fixed by replacing the two parts.  Sand changing is not covered by her Home Warranty company, that service is considered to be general maintenance and the responsibility of their customer.  The $75.00 fee is a flat rate for us to come out to the customer and diagnose a problem.  Furthermore, she is welcome to call her Home Warranty company and they will send another company to access the pool heater problem and the repairs that our technician made.  So you are aware, we take 100's of telephone calls from customers daily.  Ms. [redacted] indicated an employee by the name of Fred was rude and disrespectful to her. We do not employ a "Fred".  We have a zero tolerance policy if any of our employees are rude to a customer, simply untrue. Our employees are all seasoned professionals for which we are very proud of every one of them!!!We will not discount the $75.00.  We are very sorry Ms. [redacted] was not pleased with the results however we completed the job 100%.  One last item, Ms. [redacted] has used our services in the past with absolutely no problem.  We hope this settles the dispute.  Again, Ms. [redacted] can contact her Home Warranty and have them send out a different vendor to access the repairs.  Thanking you in Advance, Annette J[redacted]

I have responded twice to this complaint and your website would not forward message. I will try againHere is our report from our tech, Jonathan: I went to Ms. [redacted] property on 3/14/16, I was sent out to diagnose her pool heater issue that she was having. At this time, there was electrical power...

to the heater, but no electrical power to the transformer.  So at that time I replaced the transformer after receiving authorization from her home warranty company.  After I had put in the part,(which was bad and needed replacing)  The heater did not fire completely, so I continued my inspection to see where the heater was losing power, preventing the heater to fully fire up.  The power was stopping by the pressure switch. I needed to contact her home warranty company to get further authorization.  I received the 2nd authorization on 3/18/16 and returned to her home on 3/21/16 to replace the water pressure switch ( which was also bad and needed replacing) on her heater.  After the switch was replaced the heater was still not firing completely, so the natural next step is to backwash the filter.  When I did this, the water was thick and sandy like a milkshake.  This is a DEFINITE indicator the sand was not replaced or not replaced correctly!  The water should be clear.  Although the customer indicated she paid her pool guy, to complete this service, it was never done or not done correctly.  She then advised me that she was going to have her pool guy come and check the filter so she can find out why her pool is not getting any pressure back out to her pool.Our service was performed and replaced correctly. Her pool heater was fixed by replacing the two parts.  Sand changing is not covered by her Home Warranty company, that service is considered to be general maintenance and the responsibility of their customer.  The $75.00 fee is a flat rate for us to come out to the customer and diagnose a problem.  Furthermore, she is welcome to call her Home Warranty company and they will send another company to access the pool heater problem and the repairs that our technician made.  So you are aware, we take 100's of telephone calls from customers daily.  Ms. [redacted] indicated an employee by the name of Fred was rude and disrespectful to her. We do not employ a "Fred".  We have a zero tolerance policy if any of our employees are rude to a customer, simply untrue. Our employees are all seasoned professionals for which we are very proud of every one of them!!!We will not discount the $75.00.  We are very sorry Ms. [redacted] was not pleased with the results however we completed the job 100%.  One last item, Ms. [redacted] has used our services in the past with absolutely no problem.  We hope this settles the dispute.  Again, Ms. [redacted] can contact her Home Warranty and have them send out a different vendor to access the repairs.  Thanking you in Advance, Annette J[redacted]