The Pool Official

"The Pool Official first wants to address that his name is Marcos, not Carlos. Not every Hispanic male is named Carlos, that is highly offensive. Now to address the actual work done: 1) Standing on the resin walls - he stood on the braces where it was made to hold weight. He noted this in his notes because he had no where to stand to vacuum; there is no pool decking at all. 2) The quote was for $400 and the customer was charged $300 - we stayed within their budget. 3) Yes, the customer's shock was used in order to keep the costs lower. If we used our shock, it would have been another charge. It is quite simple, when a customer authorizes only a certain price range to be completed then that is all that is completed. If the customer wanted the pool to be completely clear, then the budget would have to reflect that. The job was not completed, also noted in Marcos's notes, because "customer did not authorize further work". It is the simple of notion of you get what you pay for. The pool required clean-up because it had not been tended to in some time and clean-up requires hours of attention and potentially a substantial quantity of chemicals. We find over and over that individuals who have not tended to their pools and require a clean-up fail to understand what that really means. A clean-up does not happen in 2 hours with a few cups of chemicals. It is also to be noted that Ms. [Member Name Removed] thanked Marcos numerous times for his work and attention to her pool, so when this review was received The Pool Official was quite surprised."

"No matter when our fees are discussed either start or end of conversation, the homeowner holds the authorization at all times. We do not come out unless authorized, two days passed between their phone call and us coming out. Authorization could have been pulled during that time, but was not. We feel our company was pulled into a marital disagreement. The husband wanted to speak with us, but we have never heard from him. We were not allowed to complete the repair because the customer never called back to let us know how to proceed. After several days we issued an invoice. They were quite unhappy with the invoice price, even after knowing our prices. We actually reduced the service call fee by 50% to allow the price to drop to $172.50. When they were advised of this they again failed to respond. The Pool Official stands by their good work ethic and disagreements within a household have no baring on our pricing. This customer knew our pricing prior to our arriving, if the husband needed to be involved in this repair then we should have heard from the husband. We are sorry for the customer’s unhappiness, that is why we reduced their balance due. The Pool Official has email confirmation that which they stated, “we are happy to pay for the work performed, but we take issue with the service call fee”. It is simply a household disagreement and a budget that The Pool Official was unaware of."