Complaint Pool closing / opening not done properly; substantial algae growth buildup - business owner offered no remedy. We hired Daigle Servicing Company to close our pool in the fall of 2013 and open it this spring 2014. We paid approx $185 for the closing services and pre-paid $225 to open it. The pool was opened last Friday, May 9. Upon arriving home, I found the water to be completely brackish - it was impossible to see to the bottom (even the 3' deep end) of the pool due to algae growth. Additional algae / other growths were floating on the top of the water. The water level of the pool was several inches above the skimmer such that the skimmer was not 'skimming' / cleaning the top of the water. The filter was already so clogged full of algae that it was no longer pushing water. (Photos available upon request.) When my wife contacted Mr ******, he indicated that he would not send anyone to address the issues with the algae growth. When asked, he also indicated that he takes additional steps for his own personal pool (he said the water in his pool was 'crystal clear'), but that his 'guys don't upsell' when they are on-site to close the pool so we should have taken additional measures ourselves if we wanted something above and beyond their services. He also indicated that his company doesn't make site-specific chemical applications when closing / opening pools. He said they have a 'standard' amount of chemical that is used regardless of pool size / conditions. When I took a sample of our brackish water to a 3rd party pool supply on Saturday morning, their water test could not determine that any chemicals had been applied by Daigle the previous day, but I cannot confirm that with 100% certainty. It took us 7 complete filter changes, multiple times to vacuum / brush the pool over two and a half days in order to remove the algae buildup.
Desired Settlement Refund of $225 pre-payment for pool opening. We feel the $185 paid in the fall more than pays for Daigle's Servicing Co's costs to actually close / open our pool, especially since he was unwilling to send anyone to remedy the problem / offer any help or advice to remove the algae growth.
Business Response We as a company have performed the job in which was purchased. Before owning my own company I worked for 2 other Pool store/ service operations. I am in my 20th year and have been opening and closing pools the same way since the first day. First and foremost how much a customer spends on a new pool install is irrelevant to the type of service they should expect. We treat all customers equally.
There was no issue with the pool closing. We closed over 700 pools in 2013. All pools are closed the same way. All In-Ground pools receive 3-lbs of shock and a 1/2 gallon of 10% algaecide. We do not test a pool at closing to check chlorine levels. If there was no chlorine in the water when we arrived the 3-lbs would last a couple of weeks. If the chlorine was at its proper level the added 3-lbs would keep a chlorine residual in the water for about 6 weeks. Which will then get the pool to where the water temperatures are cool enough that algae can not grow.
On to the pool opening. We are approaching over 500 openings this year thus far. Every pool is opened the same way. A pool opening is putting a pool back together and getting it into an operational state. We add 3-lbs of chlorine and a 1/2 Gallon of Algaecide. Cleaning the pool is a completely different job which has nothing to do with opening a pool.
We are 1 of the most aggressively priced pool stores for openings and closings. All jobs come with a predetermined amount of product built into the price. I could not have a set price if every job was to get a different amount of product. Mrs. ******* called me on my cell phone at approximately 7:30pm on a Friday night. I answered the call as I do 7 days a week. She expressed her dissatisfaction for the job. I asked what was wrong. She said the pool is green why didn't we clean it. I explained what she purchased.
What "SHE" believes a pool opening should be and what it really is are 2 different things. Her perception of what she wanted to come home to is not the reality of what the job is. She continued to bring up the cost of the job. I explained I would be more than happy to schedule a clean-to-clear service. It was very evident she would not want to spend the money for this service. Cleaning is not part of the job and I was not willing to send my team out multiple times for free to clean their pool because she perceived the job to be more than what it was.
Every pool is different as are people. My pool needs more product in the winter to stay clear. This is something I figured out over a period of a couple of seasons. More than 3/4 of our over 700 closings do not have us do anything more than what is included. Most are ok come spring. Some are clear, some are slightly hazy. Some are green and you can't see the 2nd step in the water.
It takes 48-72 hours to make a green pool clean.
This whole complaint is based on perception. We did our job for them as we have for every other customer. I have serviced over 3000 customers since 2006. This is only my second complaint. The last one was perception as well. I must be doing something right in order to keep all these clients happy. I will not refund money because someone wants me to do more than what is included.
P.S. they paid a smaller amount for closing because we had to install the safety cover as part of the pool install. So we gave them a discounted rate.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Concord, NH. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.