Sweetwater Pools

Revdex.com The Dispute Resolution Team [email protected] (713) 341- 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, Incprovided 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*** Mr***’s circulation, filtration, and chlori***ion system was not functional for over two weeks (April – 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-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***’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***ed service in May, the invoice for this work should not have been sent Mr***’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***’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]