AquaCare Pool Service

"Whew! Now, I’d like to give our side to what this Angie’s list member describes as his “absolute worst experience.” We found a filter that was re-assembled without a significant part and left un-safe after the previous service. The previous serviceman had left an o-ring off the “standpipe.” The absence of that o-ring allowed the manifold to be loose from that standpipe. That resulted in poor filtering and backwashing. So, the filter was severely impacted, inside and outside the elements, with non-backwashed DE. This resulted in significant extra work. It was unsafe because the carriage bolts on the middle clamp that were used were not stainless steel and were not strong enough and were corroded and bent. (Our technician had to them cut off.) We did not tell him that he “needed a new filter system.” After finding what we found in opening the filter, we suggested that with the amount of time already spent and the amount of time needed to complete this process properly, coupled with the age, obsolescence, and condition of the filter tank; it might be a good time to consider a new filter. Our technician assumed that the manufacturer’s replacement bolts were not available because this obsolete filter was not in the parts catalog. So he set about to find some “stainless” steel bolts that would be stronger and not prone to corrosion unlike those previously used. After several stops, he found some that he thought would work. He tried them and they also bent. He left only to try to locate parts and coupled one of those trips with a service call that could be addressed at another geographically appropriate location near one of the hardware locations. After spending a lot of time looking for parts not available according to our catalog, and after several purchases and failed attempts, a manager suggested that he check with one of our supplier’s older locations on the chance that they might have some. (We should have checked sooner! Our mistake! We wasted time and did not, even on our first invoice, charge for 2.25 hours of the search time.) He found two bolts and returned to finish the job. After spending all but 50 minutes out of 8 hours on this project, our technician finished the job at 5:25 PM. This is evidence of our commitment to correctness, safety, and excellence. Our first invoice was returned with a scathing note including the information that he had spoken with 3 “pool repair professionals.” I wonder if the details of the condition were included in his consultation with them. (Only one other time have we run into this kind of complication in DE filter cleaning in our 30 years of pool service experience. We have been servicing that customer for 28 years.) After that letter I called and agreed, after lengthy conversation, that I would charge $240 plus parts. He reluctantly agreed, I thought! I re-invoiced for that amount thinking that that was what he agreed to. Another phone call insisting that he would not pay the requested $286.01, resulted in my once again re-issuing an invoice for $246.01 which he paid."

"I have called the member several times, even up until 3 months ago. She has not responded to my call either by answering or by returning may call as requested. She has not paid anything for what we did. What we did fixed it. It was properly functioning when our technician left her property."

"Our experience with the members was from August 9, 2008 to August 26, 2009. Let me address her comment “I never knew when (or if) they were there.” When they purchased the house we sent, as we always do, a letter explaining our services and explained that during our orientation to pool ownership and to our services. They chose “Flexible” which is described in that letter this way. If you choose the discounted (usually $25/month) FLEXIBLE weekly service from AquaCare Pool Service, you choose… • to allow us to name the day and time of service. • to give us a key or lock combination. • OR to leave the gate unlocked for our access at all times. • to allow us to re-schedule the pool temporarily or permanently without notification. • to arrange for threatening pets to be out of the pool area at all times. “(or if)” troubles me. We keep record of every phone call from customers. There was never a question from them regarding our having serviced their pool. The average for chemical costs for the 13 months in which we serviced their pool was $ 61.35. That is not uncommon for chemical expense that includes a “no algae” guarantee (with an agreed to “Quarterly Algae Treatment,” and a phosphate remover. W e failed with regard to the renovations for which they requested estimates. The bill they received for the calcium scale removal from their tile was based on a request that we remove it. (We were slow to respond on this too.) Calcium scale on tile is not based on the calcium content of the water. It is more often due to the calcium content of the materials in the coping (natural stone or man-made concrete products) and mortar used in installation. In fact, our records indicate that the “Calcium Hardness” levels were in the ideal range (150ppm-400ppm) during all but 1 month. In which it was 480. Based on the fact that the months before and after were within the range, we consider that to be an anomaly perhaps due to a bad test procedure or reagent. We always “look back.” We considered again today, as we did when she canceled our service, and will learn from this reminder of our mistakes"