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Complaint Details
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Initial Complaint
03/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received on 7/21/2023 a statement letter from them for 120.54$. I terminated the pool service before the begging of new month by calling them, but they still charged me. My account number with them is ***********: ************ Address of service: **************************************************. *******. *****
Business response
03/20/2024
To the Kaseer Household,
Please be advised that a billing adjustment has been issued. The account is at a zero balance. This should satisfy this complaint.
*Please see the attached document showing the adjustment.
Thank you,
Pool Troopers
Customer response
04/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Bahaa KaseerInitial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
date 02/28/2024 he came to move my salt cell from the ground to knee level.he was here less than an hr he used approx 6ft of PVC and adhesive Pool Dr charged me $57.74 which they debited out of my account then presented me with a bill for $297.46. TOTAL $355.20.....absurd!!!!!! I want money back as I was NEVER told the amount even when the tech was here. He said "I dont deal with the bill, home office does"?????? I had no idea how much this would cost or I would NOT HAVE USED POOL DR!!!!Business response
03/04/2024
Hello,
Pool Troopers has handled this complaint already. I spoke to ************** personally and worked this out with her. This complaint is now null and void. Please close this case. Thank you.
Initial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up with pool troopers on approximately 7/2/2015. The service was generally accepted with just a few issues that were addressed; however, in 2021 the service was egregiously unacceptable. They missed many weekly cleanings, took pictures of my pool without completing service, and did not control the algae growth with cleaning or chemicals. I stopped the service on 5/22/21 and wrote a Yelp review the same day. I spoke with the area manager and he agreed that the service was not up to expectation and would not charge me for **** I sold the house in October 2021 and never received a bill from the time I canceled service to the time I sold the house. However, I was contacted by a collection agency today claiming I owe them money. The invoice is dated 5/31/2021.Business response
09/28/2023
****************,
Thank you for reaching out to us. We have reviewed your complaint and see that the amount owed is a valid charge. Your service with Pool Troopers was being paid in arears- not ahead, as most people think. You had also missed an April payment that was due, and that open balance was carried to the day you cancelled. Unfortunately, it is a valid charge and will remain open until it is paid in full.
Thank you,
Pool Troopers
Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Started service in June, pool was green 3 times due to so many guys replaced. Sometimes they didnt show up. When they did they did not complete the job. Most did not know how to work my system. Some were rude. ******* tried to help but they obviously have a staffing issue. Buyer beware!Business response
09/27/2023
******************,
We have reviewed your account history and all the documentation as well. We have spoken to the techs and Supervisors that have visited your pool. We do see that your pool did turn green twice in June, but you were given credit for that issue. (See attached screenshot)
The issues have been well documented, and the supervisors all concur, that the issue is with someone other than us manipulating the valves into a wrong setting, causing issues. We cannot control what happens when we leave the property. We should not be held liable for that.
We are very confident that we have done our due diligence in this matter.
No additional credit is warranted.
Thank you,
Pool Troopers
Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Executive Summary: The weekly service agent burned out my pump by improperly seating the pump lid allowing air penetration. Scheduling of a tech took 5 days and would have cost $135 so I did the replacement myself. Days later a Company Mechanic agreed that fault was on the service (had video and old pump). Management claimed that because I didnt let the equipment sit waiting for their tech, that they couldnt compensate me for any portion of the $1,300 replacement pump (but then offered free month service). Seems to me a great business model break the aging equipment, delay response so you can capture the business of replacing the equipment. ****** Pools was awesome to work with Pool Troopers bought that company, and I fired them within a few months. When I asked to cancel at the end of the month, they just stopped showing up, leading to a final insult of an algae bloom. Still waiting for my partial month refund.Business response
09/20/2023
**********************,
We have reviewed all the information in this case. We understand that nobody likes to replace their pool equipment, it is very costly. In your case the equipment was 6+ years old, and if we were going to be held responsible for this, it would have been the right thing to do and let us do our own due diligence in the diagnosing of the unit. We then could have discussed the issue with you. In this case, we were not given the opportunity to see what caused the issue, but rather just handed the bill.
You were offered (as a courtesy) a month of service in good faith, and you denied such a courtesy.
We feel bad that this happened to you, however if such an incident arises in the future, please give the company a chance to investigate before taking matters into your own hands and expecting them to just pay. We wish you the very best.
Customer response
09/25/2023
Complaint: 20630176
I am rejecting this response because the vendor makes the following inaccurate claims in their response:They attest that "It would have been the right thing to do and let us do our own due diligence in the diagnosing of the unit." I gave them a call immediately upon impending failure of the pump, and they let me know that it would be 5 business days (1 week) for a tech to visit, and it would cost $135 for the visit. That timeline is not acceptable as the pool would have (and eventually did) have an algae bloom. Additionally I provided the removed unit for any testing or investigation they would have liked to perform.
They also attest that: "In this case, we were not given the opportunity to see what caused the issue, but rather just handed the bill." I provided ample opportunity for a tech to visit, and when the timeline and cost was set, with no alternative, I had to take action for the protection of my pool. I did save the old unit for their investigation. I never handed the company a bill.
I did ask them to continue service through the end of the month, which I was charged for, and then only upon no-show of the weekly service, was informed they cancelled my service all-together. I had been charged for the full month, and only upon calling the company was I refunded (over a week later). Algae bloomed in my pool during that time during lack of service, costing me additional funds to shock the pool.
Their continued statement they did not have a chance to investigate is more due to their inability to address my issue in a more timely manner. Pool chemistry and flow are time sensitive manners, and they were not able to respond in a timely manner.Sincerely and Very Respectfully,
***************************Business response
09/25/2023
**********************,
We are truly sorry that we are unable to see eye to eye on this matter. We should agree to disagree. We never like to lose a client, ever. In this instance, it is probably best for both of us. We wish you the very best in your future.
Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June 23rd 2023 Started our pool service ***************************** came out and gave us our pool evaluation.Received an email from pool troopers that our service would be on Tuesdays.Tuesday July 18th no one shows up to clean the pool. Friday July 21st my boyfriend texts ******* because he claims we can go to him for whatever we need. No answer. I then email ****** on Friday again no answer.Friday July 28th the guy comes to clean the pool I got into the backyard to let him know that there was a green algae ring around the pool ON TOP OF THE WATER. He tells me that he will shock the pool. Not sure what shocking it will do if the algae isnt in the water it is above the water. All It will take is a brush.I email ****** who again said that we can reach out to him for anything yet again no answer.I email customer support August 6th. I get an answer the next day stating a supervisor will come out. August 14th still no supervisor I email yet again they answer and say they will get someone out there ASAP.The supervisor comes on august 15th get rid of the green algae ring and does not contact me or my boyfriend to apologize or discuss it.August 18th rolls around which is our pool service day no one shows up.I call pool troopers august 21st a VERY RUDE lady on the phone reads me a whole essay that the supervisor wrote and I asked her why we werent contacted regarding it. She had no answer. I also asked her why my pool service wasnt done on Friday august 18th. She told me they were short staffed. I told her I understood but I still want to speak with a supervisor she told me that a supervisor would call me by end of day. Well guess what? NO CALL Its now august 24th I still have not got contacted by pool troopers. And still have not had someone come clean my pool for LAST WEEK. I call again got told someone will call me by end of day today.i canceled my service & still got charged. cant get someone on the phone for a refund.Business response
09/14/2023
Hello ******, Thank you for taking my call today. As I had stated in our conversation, I am truly sorry for how we handled this situation from start to finish. This could have been avoided easily. I will be refunding the $75 that we spoke about today and you should have that very quickly. Thank you for your patience and I wish you the very best. *******Initial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called last week for a cloudy pool , we were told the tech was just there reported no problem ( tech supplied photo from screen enclosure door). We were home he never tested the water just shot pic and left. We again called to report cloudy conditions and were told they would send a supervisor, no supervisor ever showed up and when we called again the supervisor apparently submitted a report that he spoke to us and claimed a dirty filter was at fault. He never spoke to us and I cleaned the filter myself when cloudy conditions started. We have been a customer for twenty some years and in the past have had good service. I dont know what going on over there but the service has dropped off dramatically. Btw turns out the salt generator ended up breaking in two and drained half the water out of the pool.Business response
09/13/2023
Hello *****,
Thank you for taking my call today. I do apologize that you had some unfortunate service related issues. We are happy to make things right, as we discussed. We are thrilled to have you contemplate coming back to us!! Please let me know what you decide to do, and the things I offered to you are still valid either way.
Thank you so much!
*******
********************
Initial Complaint
08/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I pay for weekly pool service. The service includes cleaning, chemicals etc. I have been a customer for 10 years with few problems. In June service would be missed and continues to be a problem. If it occurs it's not what is promised. I have repeatedly (weekly) asked that my service levels return. They tell me they are short staffed. They are not completing the service they promised yet fully bill me. I want my service completed to what they agreed to and I should be refunded for July and August.Business response
08/24/2023
Hi ****************,
It was great speaking with you today. I am only sorry that it was not for a more joyous reason. I am very confident that we will get this right for you.
I have applied the 2 months credit as we discussed and that you have earned. Your pool will be cleaned by the tech and a special guest (My Regional VP)
It will be a teaching moment! ??
Please let me know if you need anything moving forward, I will have your back!*******
Pool Troopers
Customer response
09/02/2023
Complaint: 20517227
I am rejecting this response because although the response was immediate, we still have some outstanding issues. My service is improving but is hard to judge given only 10 days. I believe that efforts are being made to return my service levels. We will need to monitor over a longer period (with no hurricane nearby).No refund has been received. I would accept 2 future service months at no charge or a refund for the 2 months as agreed.
i truly like Pool Troopers and hope this is only a temporary issue.
Sincerely,
***************************Business response
09/06/2023
****************,
As we discussed, there is a credit which I personally entered on your account for 2 months **********************. I do hope that went a long way to healing this situation. I will consider this issue closed and would hope you would report this as such to the BBB. If I can help you any further, please reach out to me directly. Thank you. *******
Customer response
09/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Pool Troopers have been very responsive to my concerns and I appreciate their willingness to make my services at the level to which I have become accustomed.
I appreciate the assistance provided through the BBB and am confident that Pool Troopers and I can continue to work together.
Sincerely,
***************************Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My pool service was bought out by Pool Troopers and for the first month or so they seemed to do an okay job. Then they missed my regular service day, and told me they were changing the day. Then we called to tell them that the pool was turning green and please make sure they address it and they assured me they would. No service again for the 2nd week, and after calling the customer ********************** rep every day and being told someone would call me (they never did) I finally had someone show up on a Saturday. He poured something in the pool and left and then no one showed up again on our regular pool day. Finally a supervisor showed up and bushed algae off the sides of the pool said he didn't have time to do anything else but would have a service tech out later that afternoon. No one showed up. He did however have time to tell me how our regular route tech had quit with no notice and it wasn't his fault he couldn't get anyone out. I received an email the next day that said someone would be here Saturday to address our green pool - no one showed up. I just spent $500 to buy equipment and chemicals to fix my pool and will be doing my own maintenance until I find a reliable pool service. I told customer ********************** to cancel my account on the first of July - instead they sent me a bill.Business response
07/10/2023
******************,
We are sorry that we let your pool get green. We never wish that to occur. You are requesting a refund; however, one is not due. the current balance due is for ***** the billing for July has been taken away. Total due is $240.00. Once that is paid the account will be at zero.
Thank you,
Pool Troopers
Customer response
07/11/2023
Complaint: 20293024
I am rejecting this response because: I already paid for June * see attached documentation from Pool Troopers. I do not owe them any money. I was hoping they would reimburse me for the cost of chemicals and equipment I have had to buy to fix my own pool issues, but at this point I will be satisfied with them cancelling my account. I spoke to a customer ********************** rep yesterday and she agreed that my account was cancelled and that I did not owe any money for July.
Sincerely,
*************************Business response
07/11/2023
******************,
I have attached your billing for you to look at. As you can see, the payments that you made were for ***** and May services. What you owe for is ***** July was credited already.
Thank you.
Customer response
07/11/2023
Complaint: 20293024
I am rejecting this response because: Obviously this is incorrect. I have an invoice/a receipt for from you for **** that shows it was paid. That payment was made to you via auto transfer on 6/2. I believe you are trying to get me to really pay for July when in fact I cancelled on **** 30th and informed your customer ********************** people I would not be paying July. Considering that you only gave me 2 weeks of service in **** and left me with a green pool I am still trying to fix and I am not asking for any money back from you I would think this would be a fair resolution of our business relationship,
Sincerely,
*************************Business response
07/18/2023
Hello,
I have looked into this account again, the $240 was indeed for ***** Nonetheless, you did have a green pool, which we are sorry for that. I have zeroed out your account, so we may both move forward. Thank you.
Customer response
07/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Pool Troopers was supposed to be servicing our pool. We complained about the pool turning green and were told they were taking care of it after 3 weeks it got to the point we felt unsafe swimming. We called for an extra visit and they told us they didn't have time and to have another company test the water. Once the other company showed up they found no chemicals in the pool and algae bloom that needed treated and our salt cell connections cracked while the salt cell appeared to not have been cleaned in months. Once we had the other company come out I called and asked Pool Troppers to not touch my pool yet they showed back up then tried to fix it. We're seeking 2 months of a refund for services not rendered, if we have I have to pursue further we will seek repair costs as well.Business response
06/27/2023
******************, I have reviewed your file and your case. I have considered both sides to the equation and after careful thought and consideration, we will refund your last 2 payments as you requested. This should close this complaint and we can all move forward from here. We wish you nothing but happiness in the future. I have asked that the Accounts payable Department issue the refund.Customer response
06/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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