Sweetwater Pools, Inc.

Revdex.com
The Dispute Resolution Team
[email protected]
(713) 341-6116
 
Re:         Complaint
ID # [redacted] – Sweetwater Pools, Inc.
To Whom It May Concern:
Upon receiving the Revdex.com complaint,
[redacted] VP Operations, elected...

to lead the investigation.  Sweetwater Pools, Inc. provided weekly
pool cleaning service at Mr. [redacted] residence for over five (5) years. 
After reviewing the customer’s
file and all pertinent information, we are very disappointed with the lack of
proactive communication from our Residential Division to Mr. [redacted].  Mr. [redacted]’s circulation, filtration, and
chlori[redacted]ion system was not functional for over two weeks (April 17 – May
6).  Although our cleaner made the weekly
maintenance visit each Friday, the pool turned green and cloudy.  Once the needed repairs were approved by Mr. [redacted] and
completed on May 6th, the pool was shocked and treated for algae on
May 9th (pool picture available). 
When the cleaner arrived May 16th the pool had improved but
algae growth was still evident.  The pool
was in need of a vacuum but the water level in the pool was too low.  Sweetwater Pools’ policy is to not add water
to residential customer’s pools.  We are
only on site for 20-35 minutes once per week and cannot adequately maintain
water level without the client taking the lead. 
The pool was shocked and treated again for algae May 16th
(pool picture available).
On Friday May 23rd
the pool water was crystal clear and there was no sign of algae growth (pool
picture available).  With increased water
clarity it was obvious how badly the pool needed to be vacuumed.  A portable vacuum pump was needed to vacuum
the pool to waste.  This protects the customers’
equipment and produces the best results when vacuuming thick sediment and dead
algae.  The cleaner’s portable vacuum pump
shorted out earlier in the day and the pool was not vacuumed.  This information was not communicated to the
Residential Director, Dan Dowdell, until Tuesday May 27th.   On May
28, 2014, Mr. [redacted] elected to cancel the weekly pool cleaning service.
May presents many challenges
for pool owners with heavy airborne pollen and increasing air and water
temperatures which promote algae growth. 
When combined with the mechanical problems, we were fighting a losing
battle and the pool took longer than expected to recover.  Mr. [redacted] was a very good client for many
years and from all accounts is fair and reasonable.  If our residential team had proactively communicated
the information above to Mr. [redacted] we are confident he would still be a
customer today.
The above referenced repairs
were needed to replace the Polaris Booster Pump and the Pentair Multiport
Valve.  After Mr. [redacted]’s cancellation,
all paperwork associated with the repairs completed in early May was misplaced
in the customers’ file and was not invoiced until they were found July 21st.  Mr. [redacted] approved these repairs April 29th
and they were completed in accordance with manufacturer and industry
standards.  However, considering the lack of communication from our Residential staff and the fact Mr. [redacted] had termi[redacted]ed
service in May, the invoice for this work should not have been sent.
Mr. [redacted]’s desired settlement
is “no payment on new invoice” and Sweetwater Pools’ Management agrees.  Mr. [redacted] also requested a refund for the
last month of service that “was not performed”. 
As detailed above, May service was provided.  Mr. [redacted] has another unpaid invoice for
repairs completed in January (attached). 
This work was approved by Mr. [redacted] January 7, 2014, repairs were
completed January 9th, and the invoice was sent on January 10th
but was never paid.  With Mr. [redacted]’s
approval, we will remove this invoice from his account in lieu of partially
refunding May service.  This repair
invoice ($414.34) is a far greater credit than we can offer for May service ($165.00).
Mr. [redacted] is welcome to
contact [redacted] in our Management office; [redacted]