The Aqua Doctor

unknown

We signed up for their annual service contract, which paid for pool service for the season and chemicals. The service people did not perform the services we were paying for. They were supposed to brush and vacuum the pool and spa each week, which they did not do. We spoke to Aqua Doctor repeatedly, explaining that we were home during the service and saw they didn't brush at all and typically vacuumed for a total of 3 minutes. (It is a very large pool with separate spa). On several occasions I was on the phone in my home office, which overlooks the pool, and saw that they didn't brush or vacuum. They would pull up in their truck, sit in the truck for half the time, and then spend the rest of the time slowly walking around the pool, unwinding cords and generally pretending to work. The spa had dirt on the floor and seats all summer. When I tried to tell Aqua Doctor they weren't brushing or vacuuming their response was, "well, they're supposed to" and when I told them I was home and saw that they didn't do it they would call me back and say, "I checked with Gabe and he said he vacuumed, so the service was done". I then explained that we have security cameras that show the pool and spa area, which recorded the exact times and showed what work was done and what wasn't done. Their response to that was, 'how dare you record us!' I explained that they're cameras for security, not cameras installed to oversee their work, but the cameras did show that the work wasn't done. Their response was again, "the service was done. Gabe said it was done, so it was done.". Truly bizarre customer service. They were rude and belligerent from the start. Several people in town did warn us that they had had very bad experiences with this company. I wish we had taken their advice. Their prices are outrageously expensive --- especially given the lack of actual work performed! We just changed to a company being used by a friend who is also an ex-Aqua Doctor customer. She said, "we had a stress-free summer now that we don't have to deal with Aqua Doctor". This company came and did service this week. They worked hard the whole time and the spa is finally clean.