The Pool Doctor Contractors

Review: I paid pool doctor contractors to add a hot tub, replace the liner and add a pool heater and spa heater. I paid for this in full. After I paid I had questions as to how to operate the system and some issues of the installation that were not complete. I have waited or months at a time for someone to show up to complete the job. I then had to hire a different company to open the pool because the company said I didn't reserve a date months in advance!!! I gave the pool do for 70,000!!!! As soon as I made the last payment they began to ignore me and my requests for assistance to complete the installation along with an instruction on how to operate everything. They then contacted me after numerous attempts to call them for help operating the machines and had the audacity to tell me they were going to charge me JUST to show me how to use a system that I paid them 70,000 to install. I didn't have a choice but to agree and pay. The person who came out was named [redacted]. He had no clue what he was doing or how to operate my pool system. He was rude and cursed at me. I asked him to explain a few things and also make sure my pool was cleaned properly as that is what I paid for (I was charged for the cleaning and charged for the instruction). [redacted] left my house after I told him my pool wasn't cleaned and I didn't receive instruction on how to use the system. He took my book of notes, called me a " [redacted] and told me "to go [redacted] myself". When I called the company number they said it was my fault because I didn't sign up for the weekly maintenance contract and that [redacted] was justified in cursing at me because he couldn't help it if I didn't understand. But he never explained how to use the system to me!!!! I am so hurt. I have never been treated so badly by a company.Desired Settlement: If I don't receive a full apology from them and a detailed instruction manual of how to use the system along with a refund of services not performed I will be suing the pool doctor for for the entire amount of 70,000. I have proof of negligence and services and installation not performed.

Business

Response:

Customer, [redacted], hired us, Pool Doctor Contractors, Inc March 2013

to renovate her pool and spa and paid in full for the completed services she

hired us to for. After completion of this renovation of her

pool and spa [redacted] hired us to maintain her pool weekly by joining our

weekly maintenance program. We did this successfully for the remainder of

the year until mid November.

To address the point that she was ignored

after last payment of the renovation - how can this be when the renovation was

completed on April [redacted], 2013 and we were there weekly maintaining

her pool, addressing all issues if they came up, and developing a

relationship with the customer until November **, 2013 when she then hired us

to install her custom cover which we measured and successfully

installed for her pool when winterizing it. We even maintained

her spa until February **, 2014 for use during the winter. I have work

orders for all visits and notes on what we performed throughout this

time.

When [redacted] emailed at the beginning of

this pool season on April [redacted], 2014 to schedule an opening appointment for her

pool I got her on the schedule as soon as we had availability in our busy

season schedule. The appointment given was 9 days later on April [redacted],

2014 and she was emailed back a confirmation of the date and a contract for the

same maintenance service she used last year for the upcoming season.

She cancelled the appointment a few days later

saying we were going to take too long for her. We try to accommodate all

of our customers date preferences but during our busiest 2 months of pool

openings it is sometimes hard to make everyone happy and give them an

appointment right away, we did our best to accommodate. Subsequently

[redacted] emailed us on May [redacted] to which I responded a day later to her

request for a one time cleaning. Her email read "My pool is open but

I need someone to come and do a cleaning. I need a onetime cleaning and I

need a day [redacted] can come and explain how to use the pool. Please let me

know when this is possible and how much you will charge, again I need a onetime

cleaning."

I responded the following day that a onetime

cleaning/maintenance of her pool /spa would be $200 and we can train her

on the functionality of the pool at that time if she was still unsure how

things functioned. The appointment was given to her 2 days later on

May [redacted], 2014. She confirmed by email the day before her appointment

saying she would pay $200 in cash and thanked me. We would have

explained to her at anytime in the 8 months after her renovation was complete

and we were there on a weekly basis, but the customer expressed no interest,

but only chose to enjoy her perfectly maintained pool throughout the

summer. The $200 charge was for the cleaning service only not the

training information, which after so much time other companies probably, would

have charged a fee.

There is no [redacted] at the Pool Doctor, and the

technician that did go to service her pool on this day is experienced and very

knowledgeable. He serviced her pool and spa last year many times and was

familiar with the functionality of the entire system, Upon his arrival,

the pool water appeared green and had leaves & debris on the bottom.

He performed the job he was hired to do and fully vacuumed and brushed down the

pool. The customer was upset and became irate when she was explained that

since the water had already turned green it would take a few days to clear up

and she would have to balance the chemicals daily and carefully care for the

pool to clear it up. He tried to explain the functionality of her pool to

her and how to properly care for it throughout the season and the customer

became increasingly more agitated when she realized the amount of work it would

take to maintain it. She couldn't understand how the technician was

unable to clear up the water before he left her property. He again tried

to explain the chemistry of pool water but the customer’s mood elevated so he

started to bring the appointment to an end.

[redacted] contacted me at the office in a

panic and was screaming and cursing at me & the technician who was trying

to leave her property. She was calling us both unimaginable names,

threatening to sue us and the company and screaming profanity that made it

impossible for me to speak and explain. When she finally calmed enough for

me to speak I explained again the service, our procedures and the reality that

the pool could not by anyone be cleared up in an instant. She said if the

pool was not cleared up today she would "ruin us and our company"

I tried to give her different options for us

to try to help her with the maintenance of her pool and getting it cleared up

and ready for the season but she made it impossible to speak.

Her behavior was unacceptable and I stand by

our companies customer service and expertise. We went above and beyond

for this customer from day one of our business relationship and the way she

behaved and threatened makes us believe it is better to not have her as a customer

anymore. Her complaint is false, her dates are not accurate, names

and monies paid are not correct and the complaint itself contradicts

itself. She has no proof of negligence as it never occurred and

again she enjoyed her perfectly running pool for many months after

completion. She has no proof services and installation was not performed

or delayed in any way because that was not the case but we do have proof and

receipts of all services provided and completed to prove quite the

opposite.

[redacted] is trying to ruin our hard

earned reputation throughout our 20 years of business. If you research

her name you will see that lies and fraud are her way of trying to get

ahead.

We would appreciate a settlement of this

matter with the Revdex.com as we take pride in being accredited with your

organization. Any contact with this customer is undesired after the way

she treated myself, my technician and our company. All manuals for

equipment installed at her home can be found online and she was given a

tutorial already despite the fact that she still doesn't understand. We

can not give her a refund of services not performed because she has only paid

for services we have completed. In fact she has not paid for the one time

cleaning that we did complete for over 2 hours on the day this complaint was

filed. So I believe this complaint case should be closed as the matter is

settled and we will not try to collect the $200 for the service and agree to

part ways professionally.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I never said I would ruin the company name. That is a malicious thing and I would not do that. I appreciated [redacted], but for your pool technician to curse at me is unacceptable.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: incomplete work, unsupervised, failure to fulfill contract and very disrespectful and ignorant workers. The inability to speak English or understand the nature of the problem as well as they are liars.Desired Settlement: To be completely refunded for the full amount.

Business

Response:

On June **, 2013, we had sent our crew to the home of [redacted] to open his swimming pool for the season. Being a valued customer for a few years now, he had also signed a contract back in March for our weekly pool maintenance; this was his first visit of the season. He mailed in a check in the amount of $600 on 3/**/13, which included this pool opening, and the first installment of weekly maintenance to begin the following week.

Our experienced crew (which was 2 male technicians that have worked for Pool Doctor for 8+ years) arrived, opened the pool, added the necessary chemicals, connected his filter and equipment, and made sure the pool was ready for use. As they cleaned up, one technician left the customer's yard to walk out to the van, when [redacted]'s dog, which was outside in the front of the house, unsupervised, jumped on the technician as he walked to the van, and bit him on the leg, causing a significant wound which bled. Due to this event, words were then exchanged between [redacted] and the technician. Considering what had taken place, and the negligence of [redacted] to not have his dog inside, an argument took place.

Lastly, aside from this incident of the dog attack, the job Pool Doctor was hired to do was completed. [redacted] is requesting a full refund of $600. After several attempts at contacting him,we mailed him a refund check on July*, minus the cost of his pool opening ($244.97) which was completed on June **. He never contacted our office; his only communication was through his secretary briefly,whom we contacted as a last attempt.

We feel that we completed a job, and we should be paid for that service, aside from the unforeseen event that took place, causing injury to our worker.