My Pool Xpert

"When you originally contacted us your description of the issue was unclear so we arranged for our repair tech to diagnose your equipment when you could be there to speak with him. Based on his diagnostic testing, we determined the problem was a PC board inside the heater miscommunicating with the control system. After that initial meeting, you e-mailed us saying "Thank you for the great communication ... [the technician] did wait for me to get home and he was able to determine what the problems are and I will be waiting for his findings and the cost." We diagnosed the problem on a Friday and emailed you a repair quote the next business day, Monday. (For clarification, the quote was for multiple repairs; the heater repair being less than half of the $850 total.) You approved the new board, we installed it on August 22, and the heater worked. We tested the heater via the control system and your Jandy PDA remote. Using both methods the heater worked. Seven weeks later on October 10, you called to say the heater was not working again and suggested the control board was never the problem but the Jandy PDA was the real issue. We replied via e-mail that our tests showed the heater worked using the PDA and if it had been the issue, you would have had other problems controlling the pumps, lights, and cleaner. You also shared that you spoke with Jandy's tech support and they suggested the sensor in the heater may be the problem. Looking for clarification, we also called Jandy tech support and were told they do not advise on Raypak/Rheem heaters (which is what you have) so there may have been some confusion as to what piece of equipment they were trying to troubleshoot for you. In the seven weeks since we repaired the control board in the heater, it's possible another component failed. Your heater is older and parts fail. However, heaters operate in a linear sequence, that is, they work up to the point of a failed component. The sensor is the first component in the sequence. If it had failed when we first tested the heater on August 22 the heater would not have worked when our tech turned it on manually during diagnostic testing. But it did start manually. Additionally, if the sensor had failed, the heater would not have worked during the post repair testing with the new control board; but it did work. In short, we diagnosed a failed PC board inside the heater, you approved, we did the repair and the heater worked. If the heater stopped working seven weeks later it was likely a different issue, requiring another round of diagnostic testing. We said our repair tech could return to do that, but there would be a service call fee since the issue you paid to fix was resolved. You said you did not want to pay for another service call. We welcome and appreciate the opportunity to work with new customers. However, when a customer asks for multiple discounts, requests specific appointment times but isn't available when we arrive, wants to leave a cash payment outside unattended, and challenge our tech's competency seven weeks after a repair is done, it's hard to look at that experience as a positive one. We made special arrangements, returned phone calls, and wrote lengthy e-mails of explanation to you. We did our best to accommodate your requests, including the significant discounts you requested. You came to us through Angie's List and we wanted to honor that opportunity. It is unclear to us what more we could have done. The heater was repaired and functioning when we completed the job in August. To receive a negative review 9 months later, even on aspects you praised in your e-mails to us, is surprising."

"We appreciate the feedback and are sorry you were so disappointed with the service received. Truthfully this was a particularly frustrating situation for both sides. As you recall you came to us upset with the quality of service provided by your previous company. Our initial inspection of your pool equipment confirmed that several issues had indeed been missed by them. Within a week of our diagnosis we repaired the heater (high limit switches and thermal regulator), replaced seals and o-rings on the waterfall pump, and repaired a filter leak. A week later the freeze protection on your pool malfunctioned. We diagnosed the problem as a failed temp sensor and recommended replacing it. You insisted the temp sensor only needed to be calibrated and that you had actually paid your previous company to do that. To get a second opinion we called Pentair’s technical support team. They confirmed our diagnosis and recommendation and further said the Compool control system only uses linear temp sensors and could not be calibrated. We knew your pool could potentially sustain more damage during the cold snap if the freeze protection wasn't working so we discounted the quote in an effort to encourage you to make the repair. You decided to wait. Nearly 10 months later when the weather turned cold again and the freeze protection still wasn't working, you called to have the sensor replaced. You felt you should get the discount offered earlier even though it was past the 30 day price guarantee on quotes. In a gesture of goodwill we honored the discount even though the cost from our distributor had increased. Two months later in December your filter pump stopped working. Our repair tech tested the system and determined one leg of the breaker had no voltage. Since working on breakers is not permitted within the scope of our RAI licensing we said you should call an electrician. You insisted you could do the repair yourself. When you called to say a new breaker didn't fix the issue we didn't know if you bought the right part, installed it incorrectly, or may have had a faulty part. Regardless, if the pool service company you called next was able to fix the issue it was because they worked on the breaker (outside the scope of their licensing) or they did a repair that did not meet code creating a potential fire hazard. Neither of these repairs is difficult, they are just not allowed under the RAI license. Rather than admit this to you, it is easier for them to say “it was a loose wire in the controller box.” During the 12 months we serviced your pool, you are correct that there were some changes in “the people coming to your house”. As much as possible we kept your pool tech and service day the same each week but there were times when a change had to be made to accommodate route realignments for staff changes, vacation days, sick days, or holidays. (No one wants a pool tech in their yard on Thanksgiving and Christmas.) It’s important to us that our customers know who is in their yard and when they are going to be there so whenever possible we sent e-mails to let you know of these changes. Our hope is this consistency combined with uniformed techs and marked company vehicles adds a level of comfort and security for all our customers. We firmly believe when someone chooses My Pool Xpert to care for their pool it is an honor and privilege and we deeply regret your experience did not meet your expectations."

"Thank you for the positive review of our company and services. We deeply appreciate that you chose My Pool Xpert to be your professional pool care team. One of our guiding principles is "excellence in service and customer communication." Whether face-to-face, via door tags, or through e-mails and phone calls, our office and field staff are committed to keeping customers updated on their pools. Providing timely, accurate, and helpful information is second only to keeping their pools clean and swim-ready year round. In an industry that has dozens of service companies in this area to choose from, keeping a customer happy for six years, as in this case, is evidence that principle works."

"Thank you the great review and bringing us to the attention of Angie's List. Four years after we built the pool we were pleased when the owner called us to inquire about our newly launched service department. We have provided weekly service ever since and deeply appreciate that she has entrusted us with the care and upkeep of her pool."