ENDLESS SUMMER POOL & SPA SERVICE LLC

"[Member Name Removed] Thank you for your review. However, I will need to disagree with you on several points. You have sent plenty of emails voicing your appreciation of our Director of Client Services' help and work ethic over the 2 seasons we were able to service your pool. In fact, you thanked her several times over those two seasons via email. This example is from 5/26/23: You always have a way at making me feel better, thank you for that... I trust that Ryan knows what he is doing and feel more reassured.... Admittedly we know very little about pool maintenance. As to your claim that service is never consistent, that just is not true. We visited your pool every week, on Thursdays, to perform chemical checks as promised and you received a detailed report via email after each visit. After looking through the account history, I saw that every technician that performed work on your pool has been with our company for well over 3 years. The only time you ever complained about QUALITY of work is when the technician noticed your basket was failing and allowing debris to get through to your equipment. So, as instructed, the technician replaced your broken basket with a new one. When you complained about that decision, we remedied your complaint immediately and returned the item, credited your account, and put the broken basket back. It is unfortunate that we had to make some tough decisions to shrink our service area, and that your house is no longer in our service area, but we gave you plenty of notice to find another company. Further, we do not have any pool customers on your street. If you saw our truck in the area, it could have been for any number of reasons. I do apologize that you seem to be very upset by the business decisions we had to make, but you were fine with our service until that decision was made. A one-star review, given our history, is absurd."

"I am truly sorry that your perception of our service was unacceptable. I would like to address your complaints in hopes of alleviating the stress this has caused you over the past 13 months since our last date of service. Endless Summer Pool and Spa Service, LLC maintains detailed records of all of our service visits and at your request I would be happy to provide a copy of the pool and spa inspection report that was sent to you originally. It states “Hot tub was drained at time of inspection, however drain valve and winterization plugs were removed indicating proper winterization." "Hot tub would need to be up and running for a complete inspection.” Unfortunately we were not employed to open the spa in order to complete a full inspection before you purchased your home. Endless Summer Pool and Spa Service, LLC provides rigorous training to all employees which includes basic hydraulics, equipment proficiency, water chemistry management and troubleshooting / problem solving skills. I have the utmost confidence in all of our employees, however, after two years of employment we consider our employees to be seasoned veterans fully capable of handling any pool maintenance issue. Every employee that visited your home had at least two years of experience and several had more than five years of experience. Again, detailed records for these visits are available. Upon request, I am happy to provide the name of the employee, tenure of their employment with Endless Summer, and date of service for any visit to your pool. It is regretful that your pool turned green over the summer. When we accept new clients we review our menu of services and the joint effort required at each level to maintain a pool throughout the season. You determined that an every other week service visit from us was adequate for your needs. This means that our techs saw the pool for about 1 hour every 2 weeks. With this level of service from us it is necessary for additional maintenance to be completed by the pool owner. This includes cleaning the filter, emptying the skimmer and trap baskets, checking chemical levels, adjusting chemical levels if needed and adding chlorine to the chlorinator. We received a call about the green pool on the 13th day after the last visit from our staff. The timing was unfortunate. In an effort to help clear the pool before your child’s birthday party we visited each day up to and including the date of the party to check the clearing process. I’m sorry you feel as though our attempts to make your child’s birthday party enjoyable were “an opportunity to charge a bunch of money.” We simply charged for the labor and materials that were used to help clear the pool. A 25 lb. bucket of chlorine was delivered on August 29, 2011 because you were out of tablets. The last delivery of chlorine prior to this was May 28, 2011. Since the pool was not closed and winterized until September 23, 2011 additional chlorine was necessary to keep the pool clear. Like most retailers, we do not sell partial containers of products. Luckily, chlorine in tablet form is easy to store and does not expire so I trust that it was able to be used during the 2012 season. Our fees are very clear and comprehensive. I am happy to provide a rate sheet that lists all of our services and discuss any charges that you incurred. Because of our detailed record keeping, copies of all of your invoices are available to reference at your request. Our entire staff understands and takes pride in the importance of keeping our customers happy. Please feel free to contact me with any additional concerns or questions. Again, I apologize that our level of service did not meet your expectations. Tom Mader, Vice President Endless Summer Pool and Spa Service, LLC 614-530-3541"