Aqua-Matic Pools LLC

"Sorry to hear that [member name removed] was not satisfied with the outcome. Indeed, as a new customer, he contacted us to request assistance with cleaning his Above Ground pool. At his urging, we squeezed him into our schedule. When we arrived at his property we discovered a pool in much worse shape than what we expected. There was a vast amount of leaves, debris and mess in his pool and the water was dark, murky, and filthy. We discussed our suggestions and recommendations with [member name removed] and administered a flocculant product to help settle the floating debris in the pool water, and to help prevent his pool filter from clogging in hopes that vacuuming could begin to occur. We DID NOT CHARGE for this visit or for the product. (Value of labor & materials = approx. $100). We returned a day or two later, and saw that the water was still extremely dark, murky, and swamped with decaying leaves and debris. We assessed that the amount of manual labor we would need to invest to clear the severe accumulation of leaves/debris would be very significant. Since time was of the essence, and there seemed to be sensitivity to cost, we suggested that rather than hiring us to 1) spend many hours removing all the debris and 2) spend several days and more dollars working to chemically treat the dark, murky water, an alternate solution might be to dump most of the contents of the pool and refill it, so that he'd be starting the pool season with fresh water. The customer took this feedback under advisement. The decision to not hire us was his -- we parted with the understanding that he would contact us if he wanted us to come back to do the job. He did not contact us again. We DID NOT SEND A BILL for either of the TWO visits to his property or any of our time, initial labor, or product that we administered to his pool. Until we read this online review, we were unaware that [member name removed] had any issue whatsoever with our service. We pride ourselves at providing outstanding customer service (as reflected in our other online reviews); it is unfortunate that the situation wasn't satisfactory to [member name removed]. We hope, with whatever decision he made about how to tackle his pool situation, it all worked out in the long run for him."