Customer ReviewsforJeff's Pool & Spa Service
2 Customer Reviews
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Review from Justin M
1 star09/20/2023
Been a satisfied customer for ~2 years. Many techs during that time, a couple of whom were consistent and consistently great (*****, especially). Around mid-August, wife and I started discussing a noticed decline in service level. Last week, no one showed at all to clean it (it did storm that day), and they didn't call or give notice they intended to come at the earliest opportunity. Today, they came and were here ~1 hour (per camera), but when we got home a couple hours after, the pool did not look like it had even been vacuumed, with yellow algae all along the walls and steps, and leaves gathered at the main drains. Also a lot of leaves (and a frog) in the skimmer, so that hadn't been cleaned out.The only visual indicators that someone was here are that the filter cover was at a different angle (he probably cleaned the filter), and the surfaced had been skimmed.Called to express concern over the decline in service, and talked to R, who looked up pics and said it looked "pretty clean" to him. Told him it's NEVER looked as bad after servicing as it does today. No "I'm sorry you're unhappy with the service, what can we do to make it right?" attitude - in fact, he never suggested to make it right...we had to ask to have a tech come back out. This attitude prompted a request to speak to the owner - R said he was the owner. R was generally apathetic to the complaints, said the pool looked a "little green," and he "would have added some chlorine tabs." Also said "looks like you had a dog out," which we did not. This is the level of dialogue that the owner provides.After conceding to get us on the schedule for tomorrow, a couple sentences later said he'd "try" to get us on the schedule. No customer *********************** skills. He finally said maybe we'd be happier with another pool company, and though correct on that point, it's important to know he's only been the owner for a few months. Company changed ownership back in May, and seems to be on decline because of it.Jeff's Pool & Spa Service Response
09/21/2023
I wanted to personally address the recent feedback you provided about your experience with ****'s Pools. First and foremost, I'd like to express our appreciation for taking the time to share your concerns.Your feedback is incredibly important to us, as it allows us to continually improve our services. I'm truly sorry to hear that you were dissatisfied with the quality of service you received, and I understand your frustration. Please accept my sincerest apologies for any inconvenience you may have experienced.I'd like to clarify that, as the owner of ****'s Pools, my team and I are deeply committed to ensuring the satisfaction of our customers. We take all complaints seriously and are always willing to go the extra mile to make things right. Our goal is to provide top-notch service and maintain a positive relationship with every customer.It's essential to mention that our dedicated employees work tirelessly to deliver exceptional service, and we believe in treating them with respect and fairness. We understand that emotions can run high in challenging situations, but we will *********** not continue to service customers who do not treat our staff with the same level of respect, which became clear before I identified myself as the owner. We value our long-term customers and want to ensure that everyone feels comfortable and valued when communicating with our team.Review from Lou.
1 star03/18/2022
Be very careful dealing with company. Their idea of time is somewhat vague. They charged me for 2 hours work (two trips when it was technicians idea to leave) for about only 45 minutes of work.Jeff's Pool & Spa Service Response
03/23/2022
This customer is confused and presenting false information. We charge $115/hr, with a minimum site visit of $115. This is clearly communicated to every customer by every employee when discussing the charges for service. There is nothing vague about it. This means it costs you $115, even if we are able to fix it in 10 minutes. We can only schedule so many jobs per day, and have a minimum 1hr fee regardless of time spent on property. On 3/2 our technician showed up to diagnose a leak on the hot tub. On arrival, the technician discovered that the hot tub was empty. Diagnosing a leak without water is not feasible, so the technician told the home owner to fill the tub while he left for lunch, as opposed to him sitting on property watching the water fill at $115/hr and he would return after lunch to complete the initial service visit. This inconvenience and the need for us to leave and come back was caused by the customers ignorance, but we only billed one hour for March 3rd regardless.Upon returning after lunch on 3/2, the technician could not find any evidence of a leak, but leaks can be slow and may not be visible without the tub full and running for several days. The technician informed the customer that the best course of action would be to add leak sealer and leave the panels removed from the tub and to let the tub circulate for several days to see if a leak was present, and we would return after the tub had ran for several days and investigate further. The technician returned on 3/7 as expected and approved by the customer to look over the tub again now that it had been running with water in it. No water had been lost, and all internal components were dry, so the technician reassembled the hot tub and took measurements for a replacement cover the customer had requested. The customer is upset that we only spent 25 minutes each visit on property which totals less than 1 hour, so in his mind, he should only have to pay 1 hour, but as explained previously in this response and to the customer at the time, there is a minimum site visit of 1hr. Technically we could have charged the customer for 3 visits, since he had us come out to his property and was not prepared for us to begin work initially. The customer had the option to decline the follow up service, but instead agreed to it as the best course of action. In addition, the technician spent time researching an appropriate cover replacement for the customer in the office. This time is not visible to the customer on property, but is still a part of the time we allot for jobs. We did not charge extra for this time either. The customer appears to be upset that the technician didnt actually spend 120 minutes at his house for the 2 hours billed. This is the standard in just about every service industry and nobody but this customer is surprised by this. Hopefully weve at least set the stage for the customer so when the plumber or HVAC guy comes for a repair, he isnt confused by this process all over again.Customer Response
03/24/2022
All that the business said is true except I was NEVER informed that there would be an additional $115.00 charge for the tech to return. Therein lies the problem. I am a very educated person and a 35 year Navy vet. I understand how all this works; it was the techs urgency to leave and do whatever he needed to do that caused the problem. If he had told me he was going to charge another $115.00 to come back and say "oh it looks good" and then put the panels back. I could have done that myself and saved the $155.00.
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