PM Swimming Pool Service & Supply

"This person wanted us to come out to DIAGNOSE A PROBLEM, FREE OF CHARGE. This person was explained that there would be a service call to diagnose a problem, and the customer did not want to hear it and unfortunately we could not do business with them for that reason."

"After speaking directly to the customer and actually hearing his side of the situation, we now realize that PM Pools was completely wrong in the way in which we handled this particular situation. We would like to apologize to him and assure all customers that this problem of poor and inaccurate communication with customers will never happen again!"

"At times our mechanics do use chemicals off our van which causes the customer to be billed. When this occurs the customer has the option to either allow us to take the chemicals from their stock and issue a full credit for the amount billed or pay the bill for chemicals added to their pools. Most of the time this happens when customer's chemicals are not located in an accessible area to us or are located in multiple areas on the property. The vast majority of our customers do not supply their own chemicals."

"Our labor rates for weekly service are contracted and fixed - They do not change through out the year. Our records indicate that all repair work completed for this customer in 2007 was authorized over the telephone. Any repair over $500.00 is typically approved in writing. This customer pre-purchased standard chemicals (chlorine, algicide, pool shock), the chemicals he is referring to are non-standard adjustment chemicals used only when called for by a water chemistry test. Our contracts do indicate that we will adjust the pool's water chemistry, as needed and supply additional chemicals for a charge. The winter maintenance referenced is an optional service on our winterization contract that this customer did request. The service includes taking his filter media back o our office, pressure washing, degreasing, and inspecting it. Upon inspection we found worn parts and quoted the customer for a repair - he accepted the proposal and paid the bill in full. There are no customer service notes in our CRM software to indicate this customer was unhappy. Our chemical price structure is slightly higher than what you would find in a retail store. The reason for this difference is 2 fold. The chemicals are supplied by us from our van so the customer does not need to travel to a retail store and purchase chemicals which is a huge time and money savings to the customer. We use an industry leading brand of chemicals in terms of quality."

"PM Pool Service customer support staff returns all calls everyday. We recommended a complete pool renovation to this customer and quoted said project. The customer declined to have the renovation work done which contributed to the numerous problems he had with his pool."