True Blue Pool & Spa Care

Review: Credit due for services not completed. Company refuses to issue. Company billed us for a check valve to be installed but work was never completed. Company billed for leak and new handle for backwash valve. Work was never completed. Company invoices us and wants payments for pool chemical service but refused to issue credits for the repair services. Company was paid for Check Valve service. Pool service for July and August was very poor. Company claims it takes months to get PH down. Black algae started to appear on tiles in August. Documented PH and Chlorine levels available after service was let go this month. New pool service lowered PH and increased chlorine level in the very first service provided to us. The level of chemical service we received from True Blue was substandard and could of caused serious damage to the pool. Pool was newly plastered on July 2, 2013.

Product_Or_Service: Pool Repairs in July and August 2013

Desired Settlement: DesiredSettlementID: Refund

Company issues credit for Check Valve installation they were paid for. Company issues credit for Handle replacement portion of invoice. Credits for above referenced items will off set all pool chemical services billed for.

Business

Response:

Initial Business Response

We are very sorry to hear that [redacted] was dissatisfied with our service. The owner of the property has been credited for all non completed services as of 9/13/2013.

It is to our understanding that [redacted] is only a tenant in the household and does not own the property, so all payments and credits were done through [redacted] her landlord. We were made aware of the pools new plaster that occurred on July 2, 2013. The high PH was consistent with what any replastered swimming pool would be, so we treated the pool with chemicals accordingly.

[redacted] and [redacted] were only paying for chemical services on a weekly basis from 7/9/2013-9/10/2013, so as far as black algae and pool cleanliness is concerned, they were not paying for any cleaning services, and they were not billed for any. It takes more than a few months for black algae to accumulate, therefore it was already present on the tile before service was initiated.

Again, we are very sorry to hear that this customer was dissatisfied with the services provided. We received an email from [redacted] on September 30,2013 asking us to continue service, to which we declined. We did, however, offer to complete unfinished repairs in question free of charge. We have not yet heard back.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The statement that [redacted] was credited on 9/13/13 is not true. [redacted] showed me his statement in person on October 5, at 6:00pm. I am the tenant but my lease requires me to maintain the pool chemical service and pay for it. I am working closely with [redacted] as he was the one who has not received the best service of a company that I hired. All credits issued need to go to [redacted].

Not having enough chlorine in the water and having a high PH is why we got black algae. I notified [redacted] of the black algae the morning of August 21, 2013. She came over within the hour with lots of chlorine to help kill the algae. All of the old algae is automatically killed in the tiles in three days when exposed by the sun and when no water is on the tiles. We received new plaster work on July 2, 2013. So their statement is false when they say algae it was already here. The new plaster killed it all. I have not had any since I scrubbed the entire pool tiles surface. Pool system repairs are not finished. Can you ask them to provide a copy of the credit or proof to the Revdex.com of where [redacted] was credited for unfinished work. As you can see they take no responsibility for their service not being very good. Since I have hired the new pool service, Ohana Pools, we have no PH or algae problems. In the first visit from Ohana the PH was lowered to a perfect reading of 7.8. There are no issues with new service. Thank you.

Final Business Response

We have provided a copy of the credit receipt provided to [redacted], and it will be mailed via USPS to the Revdex.com as well as emailed to [redacted]. All emails and along with a statement is being mailed to Revdex.com.

As stated, it was credited on 9/12/2013. We have also attached all correspondence form [redacted] stating that he would pay the remaining balance after the $80 credit, which we acquired on 9/15/2013. All accounts have been balanced and paid in full. There were no further disputes from [redacted].

[redacted] is asking for credit on services and repairs for which she did not pay for. The owner ([redacted]) paid for those repairs, therefore the credit was issued to him and to my knowledge he was satisfied as we have not heard any differently from him.

We encourage [redacted] to reach out with any other questions or concerns that she might have, as we will continue to give her advice to the best of our knowledge.

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