SWEETWATER POOL AND PATIO

"We truly regret that Mr. [Member Name Removed] does not believe we attempted to service his pool. Mr. [Member Name Removed] indicated that he was out of town and could not fly back to Houston due to airport closures and with all the flood coverage on TV, we understand why he would question the condition of the roadways. Luckily there were no homes flooded in this particular neighborhood and roadways were accessible. Although we have no reason to doubt our technician, we were able to confirm our vehicle was at this particular address on Friday the 31st at 7:33 am with our GPS tracker. Our technician indicated that the gate was found locked and when no one answered the door, left a door hanger requesting a call to reschedule the visit. We have provided a screen shot of that GPS report to Mr. [Member Name Removed] and can only hope this complaint was filed before he received the picture."

"Sweetwater Pool & Patio values all its customers and takes all customer concerns very seriously. The morning we received the email from Member questioning if the pool had been cleaned, we contacted the route technician (Roque) to find out if he had any problems with the pool. The homeowner had expressed that the pool had significant debris, the baskets being full, and no door hanger, Roque was certain that he had fully serviced the pool just a day before, and specifically remembered emptying the baskets and leaving a door hanger. Our supervisor (Cesar) immediately visited the jobsite prepared to fully rectify the concerns. However upon his arrival, he found the pool was clean. Cesar took multiple pictures and made some notes of his observations. He observed some debris in the skimmers but the debris were all pine needles which did not appear to be water logged as they get when sitting in water for a long period of time. The front lawn, equipment area, and decking behind a raised wall next to the pool also held a lot of pine needles. The surface of the pool had a couple of floating pine needles and there were a couple of small leaves at the bottom (considered normal after 24 hrs of having the pool serviced). The bottom of the pool, however, was free of sediment. The door hanger left the previous day was found on the patio right by the back door between a small statue and the wall of the home. Considering that this is the season when pine needles shed with the slightest breeze, the pine needles were believed to have been all “fresh”. There was no sediment on the pool bottom, and the door hanger found was secured under the small statue. Cesar emptied the baskets and left a clean pool. A message for Member requesting a call back to discuss the concerns and our findings was left but when Member called back and was given an account of what Cesar observed, the homeowner got very irate and hostile. Subsequent accusatory communication continued from the homeowner. Member was notified within 24 hours of our decision to terminate, giving him plenty of time to acquire services for the pool before the next service visit was needed, and credit was issued for the remaining visit of the month. It wasn’t the complaint lead us to decide to terminate services. It was the irrational, hostile, and belittling behavior demonstrated by the homeowner on this latest incident, and our previous interactions over the course of the past sixteen months. Sweetwater Pool & Patio staff works very hard to resolve every customer concern received. We frequently train our employees how to engage in positive customer interaction. Our goal is a WIN/WIN with every customer relationship. Although we rarely terminate a business relationship with a client, we determined that this was the correct action for both parties."

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