Professional Pools & Care LLC

"I would like to shed some light on the comments above… We took this customer on in 2011 and have provided pool cleaning service seasonally and equipment maintenance service as needed. We did replace the circulation pool pump in 2011 and one year later (2012) the motor started acting up so before the warranty was up we replaced it for the homeowner again (under warranty) this was NOT done last summer or this summer. Our records show that we only provided pool cleaning service last year, no equipment or pumps were replaced or repaired. Once we opened and started weekly service on the pool we noticed the pump was beginning to make noise this season (but we also had to call the customer several times to remind them to add water to the pool, it’s not a good idea to run a pool pump low of water). Once pool was opened and the equipment was started up we immediately notice that the front header on their Hayward heater was cracked and water was leaking out to fast so we had to bi-pass the heater so we could still get the pool up and running and clean the pool so the customers could proceed to use the pool till the parts for the heater was order, we never attempted to light the heater because it was leaking from the beginning. A second tech went out to check the heater and verified that is was the header leaking due to a hairline crack. The HO’s wife insisted that we make the repairs ASAP unfortunately the parts had to be ordered (we do not stock the parts) once I contacted the wife and confirmed that I had ordered the part she said she already had someone coming out that day and was sure that he could fix it, so I had to call and cancel the order. We knew exactly what was wrong with the heater but she wanted it right then and there…not waiting! Our weekly service consist of keeping the water balanced and free of algae, we vacuum the pool weekly , backwash and rinse filter, and clean out pump baskets and skimmer baskets . Our company has never been responsible for topping the water level off. The HO never contacted us to let us know he had a crew out busting up his concrete and repairing it, so when we showed up to provide our weekly service, it was too busy and too congested to even attempt to try to vacuum the pool, so we treated the pool and backwashed and rinsed the filter. I called the HO to let him know what we did and explained to him that we were not able to vacuum the pool because of the renovation work he had going on around the pool. Our job is to get the pool opened and cleaned then we maintain the pool for the rest of the season at a much lower rate. If for any reason a Homeowner ask us to pull off the pool for any repairs to the liner or concrete etc…, there is an additional fee to clean the pool back up, if need be and I was only reminding the HO of this. This customer has been a handful and very demanding all season and it seems to me that we were notnot able to satisfy this customer, so I suggested that they find them a new pool company, and of course the HO hung up on me, so I sent the customer his final bill."