ComplaintsforPoolman Aquatics Group

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had service with Poolman for over 10 years but recently and until recently, they have been nothing but issues, they do not clean my pool completely as to what I pay for and they do not show up weekly as our service contract requires. I have contacted them by phone 4 times and nothing gets resolved, recently, I was promised someone to come by this week on Tuesday to make up for last week and again on Thursday (today) for this week's service but no one showed up on Tuesday and so far nothing was showed up today. So far for this month, we have only had 1 service done and it was a very quick visit and the pool was still left dirty. I called to cancel the service and they required a month's notice, I let them know that I was okay to pay for another month as long as they commit to their service and show up which was promised but as I mentioned, no one has shown up. It's hard to get a hold of someone at the office and when you do, you receive no solution and only excuses.

  

  Business response

  09/18/2023

  Hello, I deeply apologize for the quality of service you received and lack there of, this is disappointing to hear. We have implemented additional training as well as continued hiring additional technicians as to avoid circumstances like these from happening again. I do show you were able to communicate with us via telephone and cancel your services with our company however you do have an unpaid balance from an invoice back in January. Our records show you refused to pay this balance unless we credited your account. Unfortunately we are unable to do that since in January you did receive full service. In order to make up for the missed service as of late we had offered you a free repair which you also declined. Once again, I do understand the frustration and am sorry to hear we could not keep you as a customer. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the pandemic, Poolman's service has gone down hill while they raised my monthly rate from $75 to $136 including a little over $6 for fuel surcharge. I understand that tacked on the fuel surcharge when the *** prices were over $5 per gallon. ******** *** prices have since gone down and they still tact on the surcharge. Recently, I asked for a supervisor call back and the customer service rep put in the request. I called the next day and found out the request was not made and now I need to wait longer for a call back. Also, the technicians are not reliable to come on the scheduled weekly day. There is no consistency. One time is the employee quit, another time the system screwed up and never assigned a technician. If they do not come, no one notifies me nor its own customer service team. Also, this week was the computer issue that I just mentioned. They never called me and then rescheduled for Friday (today). I said that's ok but there is no point coming on Monday (three days later). I told them I want to skip next week since the pool would be serviced 3 days earlier. They said they cannot credit my account for the skipped service because they stopped giving out credits. Why would I pay for a week of service when no is showing up. I am so frustrated with this company but I am stuck with them since they own the salt water system. I like the fact that if it breaks, Poolman needs to fix it on their dime.

  

  Business response

  03/22/2024

  Good day,

  I understand your complaint was filed some time ago now and I wanted to reach out an apologize on behalf of Poolman for the experience you had at the time. We pride ourselves in excellent service both in office and out on the field and are disappointed we did not meet up to those expectations. If you are still experiencing concerns with service or communication please email me directly at *********************** and I would be happy to assist in anyway. I appreciate you patience with our company that was Poolman and look forward to a fresh start to prove ourselves. Thank you for your feedback.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My pool tech was switched on Friday 7/7/23, he serviced my pool and left my pool pump running, I was out of town so when I came home Monday it was still running. 3 days!I called the office they said they would make a note in the file and have a manger contact me, no one called me.On 7/14/23 I have a different pool tech service my pool, I personally told him do not leave my pool pump running, use the time out mode, I also told him my spa was turning green. He left my pool pump running again all weekend, I did not return until Monday, another 3 days! and he threw a chlorine tab int hebottom of my jacuzzi on to my pebble tech.We have constant issues with getting out pool taken care of . As soon as we like a tech they change their route. This company is very unprofessional. Not to mention the misquoting of repairs and over charging for supplies.

  

  Business response

  03/22/2024

  Good day,

  I understand your complaint was filed some time ago now and I wanted to reach out and apologize for your negative experience with our company. We set ourselves to a high standard and are disappointed to hear we did not meet that. We appreciate your feedback and have taken he time and necessary resources to grow into a better, customer service based company. We have proactive trainings, counseling's, and procedures in place to help avoid any further frustration and stress we may have caused during last ******* extremely busy season. I understand you are no longer a customer with our company but did want to once again apologize and inform you we appreciate the feedback. 

  Customer response

  03/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The pool service has been dismal. the technicians constantly change, chemicals are not being added, the pool is not vacuumed and has constantly turned green. The managers are swamped and too busy to come out or simply do not return phone calls.

  

  Business response

  06/16/2023

  ***************, we completely understand your concerns and frustrations, we are sorry to hear of your poor experience with us thus far. We are currently undergoing new mandatory training as well as weekly meetings to better train the technicians and supervisors on acceptable practices. We appreciate your patience with us and are taking your feedback serious. We hope to rectify your concerns moving forward with better quality service and communication. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Poolman has not been providing the services that are in our contract to provide. On multiple occassions they have either not shown up or not provided the expected service. 5/17/23 Pool tech no showed all week - I pay $39/week and called to request a refund. They stated they cannot provide me a refund.5/24/23 Pool was not cleaned by the tech as stated in our contract. Not brushed, not skimmed, spa not cleaned, basket was emptied next to the pool with all the leaves left on my pool deck.5/31/23 - pool was not cleaned by the tech as stated in our contract. Not brushed, spa not cleaned, baskets not emptied.I have had numerous calls to Poolman and they continue to not provided a tech that will clean the pool correctly. This is a breach of the contract and they are refusing to provide a refund. They threaten to remove the salt water system they installed if I leave their company. I would like a refund for services not provided OR I would like them to leave the salt water system in place and will be cancelling their service. In calls to Poolman I have asked to speak with someone of higher authority and after 2 weeks no one has called me back. Needing the BBB to help step in.

  

  Business response

  06/01/2023

  Good afternoon, It appears we did reach out to you yesterday on 5/31/2023 early afternoon, I have the phone call indicating the residential director did contact you and a resolution was put in place. We will be refunding you a  weeks worth of service int he form of a credit on your invoice. We ill also be changing your weekly service technician toe ensure the missed and poor appointments do not keep happening. I apologize you have had a poor experience with our business thus far but am relived we were able to come to a resolution for you. If you have any future concerns or questions please feel free to email me directly at *********************************** Thank you. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is about Poolman. I use them to service my pool. In 2020 they completed major repairs on my pool because it was leaking. Last year they repaired the leak again because it wasn't fixed completely. In April this year (2023) I noticed the pool was leaking again. I contacted them to fix the leak. I have been waiting for over a month now for them to give me an estimate for the repair and have heard nothing.Now, my pool is full of algae because I have been waiting on them to get the repair done. They have told me that I have to have them clean the pool before they can repair and service the pool. These are charges I have to pay to get them to repair the pool.The work is under warranty and I get the feeling they are not taking care of the issue because they want me to get frustrated and use someone else. I am at a loss of what to do. I call them every day to get an update and they don't tell me anything about what is occurring. Having to wait over a month, while my pool becomes a pond is unacceptable.

  

  Business response

  06/07/2023

  Hello, I deeply apologize for your experience and frustrations this situation has caused. According to your account and our records, we show this repair is going through our third party vendor due to the nature of the repair. There was a lack of communication on their part and for that we fully take the blame and apologize, it does appear you are scheduled now however to have this repair completed. I assure you we only want the best for our customers and would not want you having to question our intentions as a business. Since this repair has been scheduled with our vendor I will assume this issue has been resolved. If you have any questions or future concerns regarding a repair please email the repair director directly at ********************************** We appreciate your feedback and are happy to rectify this. 

  Customer response

  06/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The following has been shortened but was sent to Poolman on 4/10,4/12 and 4/13 with no response ***************************** has been a loyal customer of ********************** for **+ years. ***** is now 85 years old , living alone with moderate dementia and other health issues. Her family has intervened and discovered that she had not been paying her services since August of 2022. Due to her dementia she thought she was on automatic billing and she never got a paper bill so she assumed everything was fine. She does not check email and never saw her outstanding statements. As POA I wrote to Poolman requesting assistance getting her account current. I requested to pay an additional $100.00 monthly to pay down the past due balance while keeping her services on. ***** is on a fixed budget and cannot pay more than that . On 4/7/2023 I called the billing department trying to work on this repayment plan and was offered 3 month payment plan of $530 and services would not resume until balance is caught up.As mentioned ***** has been a loyal customer for over 20 years and has never been delinquent until her dementia worsened. I begged for an exception and consideration of her current health but I was told there was nothing more that could be done. I understand businesses have policies but as a servicing company 1.) How and why would poolman keep services running for 8 months and rack up a past due balance of $1500? This does not seem like "good business" 2.) How can you treat a very loyal customer of 20 years who was never late but is now elderly and mentally incapacitated without any compassion and empathy? I am escalating this complaint as a plea to have pool man consider an exception to set up autopayment for her monthly service and increase her monthly bill by $100.00 that will be used to pay down her outstanding balance and keep her services going.Her account # is ****# ********

  

  Business response

  04/20/2023

  Good morning, after speaking with the customer experience director as well as the financial director it appears there has been a resolution to your concerns. You were notified that we will in fact resolve this by creating a payment plan for the next six months. Please note, due to our corporate policy we do not allow payment plans after three months however, we have taken your concern seriously as well as the situation at hand and have made the exception for you and your mother in law. I apologize there was a delay in getting this handled but am pleased we were able to rectify this and come up with a plan that works best for your family. If you ever have any questions or concerns regarding this, please email ***************************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  - Date of transaction 3/1/23 - $163.19 paid to the business - $43.50 of this was an extra charge titled "yearly conditioner fee"- Business provides weekly pool service for $119.69 per month - My dispute is with the extra $43.50 that was charged to my invoice for March 2023.- This is the first time they have ever charged this fee. I called and spoke to billing and they claimed that this is a yearly fee that is charged to my account. I asked them to show me an invoice where it was previously charged. Billing could not produce proof that they had charged me in previous years. I spoke to the pool tech and he confirmed that there was not any yearly work done. The pool tech spoke to his manager and he also was not aware of what this charge was for. Called billing back and requested a credit. Instead he transferred me to a *******************, Director of Customer Experience who flat out refused to credit my account even though we have confirmation from my pool tech that there was not any work done for this "yearly conditioner fee".- This Director of Customer Experience has not tried to resolve the issue, stating that this is something that is charged every year even though there is no proof of this charge on my account. She has refused to credit my account.- The invoice number reference for my account is INV-*********

  

  Business response

  03/10/2023

  Hello ******************, I deeply apologize for any confusion and frustrations the fee has caused you. I have ensured your account has been credited the full conditioner fee of $43.50. You should not have received this additional fee and again I apologize you did. I appreciate you writing in regarding your concern and am happy to see we were able to resolve it by crediting your account. If you have any questions or additional concerns please do not hesitate to reach out to me directly at ********************************** I am the administrative manager at Poolamn and would be happy to help! 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We canceled service at the beginning of the year because they were performing service and still charging us. We hired a new pool company as Poolman wasn't showing up at all and our pool was degrading and becoming unusable with algae and turning green. They continued to charge our credit card so we were forced to cancel the card and put in multiple disputes with the credit card company. We had a hard time reaching anyone at their company and eventually reached a manager who said they removed the autopay from our account. We continued to get charged so we went down to there local office and spoke with an administrative assistant who seemed to be the only person out here in the state. She stated that she was new but would speak with a manager and get it resolved. In November we were charged yet again. They don't even have our new credit card number. We tried to report the issue to the credit card company as fraud but they said since it was a company we had business dealings with in the past, it wasn't considered fraud and that we would have to put in another dispute. It is ridiculous that we have to put in disputes each month for a service we haven't utilized and canceled in almost a year.

  

  Business response

  01/25/2023

  Hello, I deeply apologize for all of the inconveniences you have experienced with our company. I completely understand your frustration as your experience has been unacceptable. I have reached out to the managing partner of your location and have ensured you will not be charged for anything again. Regarding the other charges, they have been credited with a refund for ****** **** and **** and I do show your account as being completely cancelled. You will no longer receive any type of invoicing from us or be charged. I am happy we were able to resolve your concerns and again, I deeply apologize they happened in the first place. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Trying to cancel the service for over 2 months. Total lack of response, rarely am I able to get a person to talk to. Sent numerous emails, ******** posting, get messages back we are here to help. Also, keep getting sent back to Az and Tx offices each claiming the other is at fault.I just want to close the account, I agreed to have service until the end of Sept. They were to adjust the bill to reflect 2 months of service. I waited til the end of Sept issue was not fixed. I have talked or sent emails to Pool, posted comment on FB, everyone said they are working the issue but no one will commit to when it will be fixed. here is the latest response from poolman I am trying my very hardest to get down to the root of why they haven't touched it. Unfortunately this isn't a day or two process. We are moving as fast as we can to try and get this figured out for you. I understand you have been waiting some time and we are working as efficiently as possible with your situation.The fat of the matter is, it is uneasy fix account payable corrects the invoice, post it and then I pay it. one -two day *** to fix IF THEY WANT TO Any help would be appreciated.

  

  Business response

  10/12/2022

  Good afternoon, I deeply apologize for the concerns and frustrations you have been going through. After viewing your account and speaking with the accounting supervisor we have credited the balance left on your account that was due to us. We have also mailed you a copy of the most recent invoicing showing you no longer owe any money. The accounting supervisor will be in touch with you today in order to rectify any other concerns or questions you may have.  

  Customer response

  10/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩