Diamond Pools Inc

"Thank you so much for the review and we appreciate your honest opinion. As I said your pool has black algae and it needs to be heavily treated and brushed daily to get rid of it...as you can see by the pictures the water and the pool look good except for the heavy black algae. Otherwise our hands are tied. Yes my techs have been there every week for two months and you can see that on the service record we leave at the equipment, but after I asked you to look at it I hadn't heard back from you. We are an honest, professional company and we do everything with ethics and integrity. If we did work as you say, we probably would not be in business."

"Mr. [Member Name Removed] we really appreciate your feedback and understand your frustrations...we are also consumers so we understand and treat our customers how we would expect to be treated. Please don't forget the fact that you had a previous pool company replace the same sensor six months back and you did not tell us that until after we made the repair... once you discovered that the company would have replaced it under warranty you asked us for a refund...unfortunately we cannot warranty someone else's work or parts especially after we have already installed the part. Your frustration about that sensor failing should be with that company not us. As we had explained to you previously, my tech noticed the sensor was corroded and did not look new. We made three different visits to work on your heater to make sure it was properly diagnosed and working for you...the $290 fee included the tax and labor so the part alone was not $290. We did give you a discount because of the circumstances and you gladly accepted it...so saying that we ignored your request is simply not true. We hope you enjoy your heater and best wishes to you."

"When this customer called for a service quote, we explained our different service levels and costs associated and he agreed to start the service. This customer refused to pay for anything...wouldn't pay for the 3 months of service, and refused to pay for a filter cleaning and a cleaner repair. Finally after year and half of discussions we came to an agreement."

"This is one project that we should have declined. Nice people. They wanted a full remodel, including new plaster, tile, coping, decking, and equipment. Once we pointed out the cracks in this 50 year old pool, and how much it would cost to fix them correctly, they decided to do the bare minimum. Our initial estimate was much too high for them and they wanted to pay about half. So they decided to just replace the plaster and the tile. We told them we would not re-plaster the pool without repairing the cracks properly, since we back our work and know the cracks would be a problem again if not repaired. So they negotiated the price down again and we accepted. We told them there would be some hollow areas around the cracks, but until we drain the pool we could not possibly know how bad they would be. Turns out this pool had 4 layers of plaster, mostly hollow, and a ton more cracks under the layers of plaster. Of course now the price would go up to repair everything, but we ended up doing it for half price! In the end the pool was beautiful with the new plaster and new tile, and all of the cracks properly repaired. And they got it all for half price. Then came the call-backs. Week after week, it was the coping mortar (we did not do the coping), it was the cracks in the decking (we did not do the decking), it was the equipment problems (we did not touch the equipment), we even went to install a fountain for them because they didn't know how, but we did it no charge, and we even did their pool service for three months, no charge! About the light, we only removed a screw to move the light out of the way to plaster the pool, and then secured it afterwards. They had hired another company to do their equipment because they were "much cheaper", but in doing so the company cut all of the bonding wires between the pool, light, and equipment. They did call us and we did come by to check on it, but when we tried to explain what we found, they insisted it was always that way and worked fine before. We offered to repair all of their bonding wires, at half price. We are an honest and ethical company, we do our best to help our customers, and we do this because we care very much about what we do and how we do it. We service hundreds of swimming pools weekly and remodel a hundred more. Our customers are happy, and our record reflects that."