ComplaintsforHawaiian Pools

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been clients of Hawaiian Pools for 5 years. The company has a scheduling problem. Every year, we schedule our pool to be opened on a certain date and that day comes and goes. With no notification that they will not make it that day, they randomly show up sometimes a week later. We have come to expect that. We maintain our own pool- we have a ******* automatic pool cleaner, test the water, clean the filters regularly, etc. This year, we ended up with black algae in our pool towards the end of the year. We were told to get certain chemicals to kill the algae. Did that and it didn’t work. Hawaiian Pools along with another local pool company, told us the only way to get rid of it was to power wash it at closing. When scheduling the closing of the pool, we told reminded Hawaiian Pools that it would need to be power washed. It’s closing day, and the company, again day of, told us they will not be able to power wash it as they do not have time. They will put chemicals in it to treat it, and will power wash it at opening. The opening and closing of our pool are only two examples of the quality of their product and their level of professionalism. When I spoke with **** the owner, as I was explaining the situation, he cut me off asking if I was threatening him and if so, the conversation would be over. I tried to finish explaining the situation and he kept trying to cut me off. I finally spoke over him telling **** to let me finish speaking. He called me a ******** when I answered a question he asked me. Hawaiian Pools talk a lot of talk and do not care about their clients. It’s all about the $$$ for them. The owner is rude and condescending.

  

  Business response

  09/21/2022

  we see this customer one time in the spring (for about 2 hours) and one time in the fall (for about 2 hours). it is to open and close their swimming pool. THEY take care of their own water chemistry throughout the entire year (trying to save money instead of using our weekly cleaning and chemical service). it's sad that they expect us to come in and power wash their swimming pool after draining (completely) and then fill it back up with water. that's at least one full day, and not supposed to take place on a closing. 

  the facts are, with algae, we super chlorinated the water at closing, added super strength algaecide and close the pool. during the winter it is cold with very little sunshine and most often the algae dies over the winter. it's this customers lack of education and inferior care of their own swimming pool that has caused this. as i mentioned, we're onsite for a total of 4 hours PER YEAR. 

  I'm sure she/he forgot to tell you we built the pool about 5 years ago. And we just built their fathers pool this year........................

  **

  Customer response

  09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: yes they service our pool twice a year, but for the past 5 years, we have had no issues while maintaining our own pool. At the end of this season, the problem of the algae arose and we contacted Hawaiian Pool as to how best get rid of the problem since they are the “pool experts”, installed our pool, and service it twice a year. They informed us that they could not get out to us in August as they are too busy and could power wash the pool at closing. We said that is fine and scheduled the closing with the power wash. We were also told by Hawaiian Pools that the technicians would not have to drain the water and could “power wash through the water”. Which we were confused about, but took their word. We wasted a month of pool use waiting for Hawaiian Pools to close the pool. If they would have been honest when we called in August about the timing, we would have found an alternative company to finish the job. Instead, we stayed loyal to this company, as I have said, we have been customers for 5 yrs. 
  

  When speaking with the owner on Wednesday to discuss this situation, he informed his assistant to contact the technicians and have them leave the site immediately and he’d contact me later and hung up on me. When I returned home, the pool was closed and **** never called me back. Instead he texted my husband.

  The pool is closed and nothing can be done about the situation now. This company has horrible customer service once the pool is installed. **** the owner is rude and condescending, plus a liar. The reviews on **** would indicate you have more than 2 negative reviews as you stated, with a 2.5 star rating. 
  

  Since filing the complaint with the BBB, **** emailed us telling us his company will not service our pool in the future. I have right to file a complaint for a service we were told would happen and then it didn’t. This is an example of the professionalism of this company. When an issue arises and they say they will take care it, then blame the customer and send nasty emails taking no ownership.

  As far as I see it, this case is closed, we will be going elsewhere, not because of the email **** sent, but for better customer service. 

  
  Sincerely,
  
  ******** ******

  

  Business response

  09/22/2022

  My last response explained how it's best to treat it, then winterize and let the lack of sunshine and cold temperatures kill any algae. They have no idea on how to maintain their swimming pool, which should not have algae, in the first place. 

  And i called my guys and said continue with the closing, which we did. 

  i don't want to subject my valued employees to this woman's abuse. 

  goodbye 

  ****

  Customer response

  09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: we have not had any issues with our pool in the 5 years of maintaining it on our own with Hawaiian Pools only coming out to service it twice a year.

  I did not have any contact with the pool technicians at the house. Again, **** is lying by saying he called the technicians to finish the job. He told his assistant to “call the workers and have them leave the property, he had my number, and will call me back.” Again, he did not call me back. He texted my husband to call him. When he called **** back, he explained that the pool was closed and it was best for both parties to walk away. **** then texted my husband back with nasty comments and degrading. If anything, we as customers should not be subjective to this type of abuse.

  Please explain to me how filing a complaint with the BBB for a service that we were told in August was to be done at the closing of our pool in September constitutes as abuse. 
  

  No name calling, threats, or derogatory remarks were made from me towards this company’s employees. I am simply looking for admission of responsibility for not providing a service we were told would take place. 
  

  The owner is grasping at straws to avoid admission of their irresponsibility for failure to complete a service we were told, misplacing direction of the initial complaint, and deflecting his own abuse towards his customers as that towards his employees.

  Again, I am looking for admission of responsibility for failure to complete a service we were told when we called in August regarding this issue.

  
  Sincerely,
  
  ******** ******

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