Professional Aquatic Services Inc

"Although the customer was not willing to leave details about this review, it has to do with the installation of a heat pump, which he approved in writing. We are not electricians, so any new unit installs requires an electrician. This is stated clearly on the estimate. Because he was not able to use the heat pump today, he told us he was going to leave a bad review. We offered to provide him with recommended electricians, and he declined. Here is what the estimate says: "To install a Built Right 135,000btu heat pump (When swapping out heat pumps, the electrical is included. But when installing a brand new unit, the electrical is additional - an electrician is needed).""

"There is a lot about this review that is misleading and at times plain false. First, the diagnostic was not 5 minutes. We tested everything with his original pump to determine the problem. Second, we warranty all services for products that are purchased through us as a pool professional. All warranties come from the manufacturers of the products we sell as usual. Third, this customer did not buy the pump from us. He bought it online. For this reason, we cannot warranty the pump since we do not know where it is coming from, whether it is new, or used, etc. Fourth, this customer agreed in writing to the estimate to install the pump that he bought online, which clearly states that no warranties will be provided by us (for the reasons stated above). We are simply installing the pump he bought online and nothing more. The customer agreed to this. We installed the pump. The pump was working the entire time we were there. We would never leave without the pump working. At some point later in the day, the pump stopped working. (By the way, the pump this customer bought was only $245, so we are dealing with a very cheap pump regardless.) He wanted us to come back out and look at it. I reminded him of the estimate he agreed to and suggested that he call the manufacturer of the pump so he could go through its warranty process (which it does have one). He kept pushing me to come out and finally said that he would pay the $95 if there ended up being a problem with the pump. In the end, he only said this get us out there, because once we came out and determined that the pump was indeed bad and suggested that he return it, he refused to pay us. I even offered to remove the pump for him for $145 so he could return it. He refused this as well."

"Hey [Member Name Removed]! Thank you for the great review! We look forward to working with you on future repairs."

"It is very unfortunate that this situation - the breaking of this customer's inline chlorinator - led to his cancellation. We always do everything we can to provide the best customer service possible and own up to any issues that are our fault. We also did not need to go out to the customer's pool to see what was going on because the technician had provided very clear pictures of the issue; there was simply no need to send someone out to get additional information. There are situations where equipment will break as it gets older no matter the precautions we take. In this case, the technician reports that he did not use any more force than is typical for this chlorinator and it broke at the base. This type of break was clearly caused by the brittleness of the chlorinator due to age. As time passes, because of exposure to the elements and the chemicals that the pieces of equipment have to hold, equipment will get brittle and break over time. Since we are required to touch the equipment as a part of the weekly service, it is inevitable that there will be at least some instances of equipment breaking as we utilize it under normal operation. Because this was not due to negligence, and happened under normal operating conditions, we told the customer that we could not replace the chlorinator for him free of charge. The situation is regrettable, and we wish it could have been avoided, but we did not want to be held responsible for something that was clearly not our fault. This is similar to another issue we had with the customer regarding replacement of the gasket for the chlorinator lid, which is outside of the normal weekly service and not included in the monthly price. When he received the bill, he said that the gasket must have needed to be replaced "due to mishandling of the chlorinator cap removal by the technician." Therefore, he wasn't going to pay the bill. There appears to be a pattern of not wanting to pay for repairs, blaming us for the problem instead."

"We did no work for this customer. She asked for a quote for some work over Angie's List messenger just to get a roundabout idea of how much the work would cost. She did not ask for us to come out there, so we gave a very rough estimate based on her description. Nothing more was done, and she did not indicate that she wanted us to come out. I guess she did not like the price, so she did not go with us. I want to stress that no work was done and no on-site estimate was given. We simply responded to her request for a quote through Angies List messenger."

"This customer does NOT own the house/pool at this address. Nonetheless, he bought our $39 Pool or Spa Service Call and 1 Hour of Equipment Diagnosis and met our technician there. This service only includes the diagnostic and no repairs as indicated in the description. After our diagnostic on 11/20/17, a repair was recommended (along with a price). We were informed by the customer that he did not own the house only after the diagnostic was performed. We cannot do work on a pool without owner approval, and this was explained to the customer. The customer became very angry and he demanded that the repair be performed for free as a part of the diagnostic. He told us that he works for the CIA, and that if we did not perform the repair, then he was going to tell his friends at the IRS to audit our company. Since he did not own the home/pool, we were unable to do any repairs."