STELLA POOL SERVICE

The change in ownership and management has ruined a once-professional and reliable company.
The change in ownership and management at Stella has led to unacceptable customer service (or a lack thereof) and questionable practices of invoice padding.
Rather than report a malfunction with the salt converter last fall, the pool technician resorted to dumping pounds of salt into
the pool weekly, a practice that dramatically inflated the invoice, and probably provided a tidy profit to Stella. When I called this to the attention of our customer service rep, he promised to visit the pool to see why so much salt was being added. At that point, he determined the converter had malfunctioned.
Because the malfunction went unreported by our previous Stella service person, the customer service rep said the responsibility for the excessive salt was Stella?s and we would not be charged. He then sent a technician to the house
to evaluate the situation and recommend either a repair to the converter or a replacement
The technician visited the house, but we never received a diagnosis of the situation or a recommendation on repair or replacement. To this day, we do not know if the problem was fixed or the unit remains malfunctioning.
When the salt charges were not removed from the invoices, I wrote to Stella and said that we were promised we would not be liable for the charges since a Stella employee had failed to report the malfunction.
Soon thereafter, we were left a voicemail that management had reneged on our rep's promise to waive the salt charges and that I needed to call to ?work out a payment arrangement.? The salt charges were several hundred dollars.
I returned his call, left him a voicemail, and never heard back until they received my cancellation letter.
In spite of the excess charges and the lack of responsiveness to the situation, even more troublesome is the corporate culture with the new ownership and management that won?t stand behind the promise of an employee.
Clearly, profit and not customer service is the new motivating factor at the company.
 

miserable. pool deck failed code compliance costing an additional $5K and they didnt even apologize. diamondbrite cracked 2 months after installation and they refused to honor the warranty. horrible contractor. go elsewhere.

Company is efficient and reliable.

Superb! Highly reliable, dependable, friendly and competent. Always appear before hurricanes to adjust water level.

THEIR SERVICE IS GOOD. THEY COME WHEN THEY ARE SUPPOSED TO AND THEY DO THEIR JOB. I THINK THAT THEY CHARGE A LOT BUT WHEN I LOOKED INTO OTHER PLACES, THEIR PRICE IS ABOUT AVERAGE.