ComplaintsforSuperior Pools of Southwest Florida, Inc.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had bought a pool from these people with a service contract for a year after purchase. I have had issues in the past with getting the filter cleaned and other things they have promised. They recently lost their other pool cleaner in our area, she broke up with her boyfriend and lost her trailer. And they hired a new guy that she trained she was not very good at what she did, and I shared the experience on deaf ears. I recently complained about the new guy, he was not cleaning the pool properly and installing the filter on the basket improperly causing debris to sit in the pool. PICTURED. I emailed them and they sent me an email that stated that this service was complimentary, yet it was contracted verbally, but they do not even clean the filters on a bi-weekly basis, as stated here by ******: Good afternoon *****,Im sorry to hear that your experience with Superior Pools service is not meeting your expectations.Unfortunately, due to only providing one year of complimentary service, we have a very small team with only two techs with routes covering ********* River to ******* Ranch. Therefore, we are unable to change the tech servicing your route.At Superior Pools we hold our techs to a 20 minute minimum, 30 minute maximum service window, with weekly brushing, chemical balancing, skimming as needed, vacuuming as needed/requested, and biweekly filter cleaning.We appreciate any feedback to correct any mistakes a tech may be making out in the field, however after reviewing the logs for your pool, they are all within the required time frames, chemical reading are within balanced range and the photos attached appear to be sparkling blue and clean. Please keep in mind this is a complimentary service provided by Superior Pools and not a contracted service and thus can be canceled by either party at any time. Let us know if you would like to continue service with Superior Pools, or choose to be taken off the route. I cut this short to fit, they are lying!

  

  Business response

  03/01/2024

  As the old adage goes, you can please some of the people all of the time and all of the people some of the time, but you cannot please all of the people all of the time. 
  

  As is ******* clear from the complaint below, this client has been addressed and responded to in a prompt, professional manner to every email we have received.  We fail to see the issue.  He has a complimentary service that is offered to each customer and is apparently unhappy with the fact that his dogs hairs accumulate in his skimmer basket.
  

  The post clearly shows that he was addressed, and his service has been done correctly.  As was previously replied to his email We appreciate any feedback to correct any mistakes a tech may be making out in the field, however after reviewing the logs for your pool, they are all within the required time frames, chemical readings are within balanced range and the photos attached appear to be sparkling blue and clean.
  

  Social media can be a very useful tool.  It can also be a way to bully people and companies. In this case, we stand by our company as we have gone above and beyond for this customer.  But again, you cannot please all of the people all of the time.

*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. ↩