Clearwater Pool Service

"(removed member name) is correct that our Technician was an hour late getting to his appointment. He apologized to (removed member name) and explained that some things had happened at the office that were beyond his control. (removed member name) called in to complain about his indoc 2 weeks after the fact. Our receptionist did not chastise him but did say, if you had called in after he had left or the following day we could have had someone else drop by and go over his pool with him again. We don't take any literature out to customer's because each pool is different we recommend that while our Tech is there that they take notes on the information they provide. When (removed member name) asked about, 'how should I know when to change (clean) the filter our Tech showed him the pressure gauge and explained to him that when the pressure gets above a certain point that is when the filter should be cleaned. He also told him that water chemistry should be tested each week and the levels that they should be. He told him that his chlorine level needs to be maintained between 2 ppm - 3 ppm. When (removed member name) asked how much chlorine do I add, our Tech did respond and tell him that depends on several things: 1.What the chlorine level is. 2. Is there algae in the pool. 3. What time of the year it is, summer time the pool will require more chlorine than it would in the cooler months. If (removed member name) didn't understand the information the Tech was giving him he should have told him then. The only thing (removed member name) complained to him about was his tardiness and nothing else. Our Tech's are well versed on how to give a customer an indoc. If that customer does not inform them that they aren't understanding what they are telling them, how are they to know they need to explain it differently. Our goal is to make all of our customer's happy. We offered to send someone else out there to help him understand it better but he declined. I'm not sure how (removed member name) wants us to rectify this. Our Tech was there for an hour and a half going over all his questions. It is hard to understand why if he was so dissatisfied that it took him 2 weeks to inform us of this. We are willing to work out any solution that he suggest in order to make him happy."

"The member was one of our customers but not on a weekly basis. We serviced their pool every other week per their request. The member called in on January 7th complaining that her maintenance tech had not been emptying her pump and skimmer baskets. I told the member that she was due to be serviced that day but the last time we had been there was December 23, 2010. I also tried to explain that on the weeks that we don't service their pool that it's their responsibility to empty their skimmer and pump baskets. That once every 2 weeks is not enough to keep the debris from filling them up but not to worry her maintenance tech would be there that day to take care of it. That was the end of the conversation. Her husband called back and canceled service. If I had of known that this was something they weren't capable of doing I would have suggested they go on our weekly program. But even on weekly service in some areas and especially during certain times of the year the skimmer and pump baskets need to be emptied more than once a week. The system being left in service mode is inaccurate we leave the systems in time-out. This mode allows the system to run 3 hours for chemicals to be properly circulated before the system goes back into automatic mode. This is a precautionary step, chemicals not allowed to circulate properly can damage the plaster if allowed to settle on the floor of the pool. I regret if there was any misunderstanding during our conversation we appreciated them as customers and always strived to do our best."

"In response to the member's complaint against Clearwater Pool Services we have this to say. The member, as a buyer, contracted our company to inspect the pool on 8/16/07. We were only to inspect the pool and the equipment. As with a building inspector not removing the sheet rock from the walls to inspect a house for damages, we do not take equipment apart to inspect it. The filter casing is inspected to be in good condition, water tight and the clarity of the water in the pool is clear, which is a definite sign that the filter is doing its job. As for the pump motor, it was in good running condition with no leaks upon our inspection. It should be noted that this house stood vacant for a month after we inspected the pool. There was no one to maintain the pool, the pool equipment or the water level. We were called to meet with the new owner, the member on 9/10/107 to go over some of the repairs that was needed to the pool and equipment. Upon our arrival it is noted in our records that the water level was extremely low and that the pump had been allowed to run dry. Mr. Schenk immediately put a water hose in the pool to help get the water level up and worked on getting the pump to prime up. He finally got the pump to prime and noticed that the pump now was leaking. When he informed the member of this, she immediately insisted that since our company inspected the pool and stated that the pump was in good condition that it should be Clearwater's responsibility to repair or replace the pump at no cost to her. Mr Schenk tried to explain to her that the pump running dry was the cause of the damages and that it had nothing to do with the inspection we had performed a month ago. She kept insisting that Clearwater was indeed responsible for the negligence of either the member or the previous owners. We were not sought out to maintain the pool only to inspect it."