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Complaint Details
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Initial Complaint
09/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We have been using ***** Pool & Spa LLC for pool maintenance for about a year. Recently, we noticed concerning issues with our pool: our swimwear was fading, our children were experiencing skin irritation, and their hair became brittle and dry. These problems prompted us to seek a second opinion on our pool’s chemical balance. We had our water tested by another company, and they found that the chlorine levels were dangerously high—well over 20 ppm, far exceeding the safe range for swimming. Upon reviewing our records, we found that ***** Pool & Spa had been adding **4 gallons of 12% chlorine** each week to our 12,000-gallon pool. The correct amount for a pool of this size is about **30 ounces** of chlorine per week. This means they were using enough chemicals to treat **17 pools the size of ours** every week. The owner of ***** Pool & Spa visited our home and asserted that, due to his extensive experience, he could not be at fault. He claimed that any issues with the pool must have been caused by something we had done, despite the clear evidence that the over-chlorination resulted from their weekly maintenance practices. It was both unprofessional and disingenuous. In our view, this situation may be the result of either: 1. A scheme to bill us for unnecessary amounts of chemicals, or 2. Complete negligence and incompetence in testing and treating our pool. Regardless, ***** Pool & Spa’s overuse of chemicals has endangered our family, especially our children, who have suffered from skin irritation and overexposure to chlorine. The amount of chlorine added was excessive enough to treat a pool many times the size of ours. We are submitting this complaint to hold ***** Pool & Spa accountable for their poor service and negligence. We hope this will prevent other customers from facing similar risks.Business response
09/09/2024
On Friday September 6th we received a phone call at the shop from *** *** **** ****** One of the girls that works at the service desk answered the phone and took the complaint. Mr. ***** presented his complaint about the chlorine level being high in his pool. Our office staff stated that she would need to gather the information being given and relay it to the service department manager. During this conversation, she tried multiple times to end the conversation in a professional way, but both homeowners were very angry and proceeded to take out their dissatisfaction on her and do so in a very aggressive way, so much so that she was brought to tears upon hanging up the phone. The complaint was then forwarded to *** ***** (owner). *** called the homeowner and listened to their complaint and told them we would come out to the property to check the chlorine levels and make any necessary adjustments. Both *** and ******* ***** went to the homeowners property within the hour. ******* ***** tested the chlorine at 19.5 ppm. We added ¾ lb chlorine eliminator and instructed the homeowner to leave the automatic cover open and to retest the free chlorine later in the day to be sure the levels have come down. Below are our responses to some points made in the formal complaint to the BBB.
Customer stated
*We had our water tested by another company, and they found that the chlorine levels were dangerously high—well over 20 ppm, far exceeding the safe range for swimming.Response
*Chemical test day of complaint showed free chlorine level at 19.5 ppm. I will also note the company that performed the test could only read up to a 15 ppm on their test equipment and made a statement to the customer that “the chlorine level was so high that they could not determine how high and it could melt their kids skin off.” This statement is wildly incorrect, so I can understand how this would alarm any homeowner hearing that.
Customer stated
*Upon reviewing our records, we found that ***** Pool & Spa had been adding **4 gallons of 12% chlorine** each week to our 12,000-gallon pool.Response
*Incorrect statement. As discussed on site day of complaint, 4 gallons of liquid chlorine are not added at every service. Chlorine usage is not linear and varies greatly during the season due to many factors. (swim load, amount of time cover is opened vs closed, different types and amounts of algae/ bacteria, pool water LEAKS, heat, rain, etc.) When we show up on site to service a pool once per week, we have a small snapshot of your pool's chemistry the day of and try to best determine, based on what is seen on the day of service, how and what chemicals to add. Some weeks over the course of this pool season we have added 1 gallon liquid chlorine, some 2, some 3, some 4. Again, this all depends on what is being treated and the chlorine consumption/ loss that has occurred during any given week.
Customer stated
*The correct amount for a pool of this size is about **30 ounces** of chlorine per week. This means they were using enough chemicals to treat **17 pools the size of ours** every week.Response
* Incorrect statement. The amount of liquid chlorine for a routine standard shock for a clear and balanced pool of your size, with no other issues, would be 108 to 128 oz of liquid chlorine per week plus tabs.
Customer stated
*The owner of ***** Pool & Spa visited our home and asserted that, due to his extensive experience, he could not be at fault.Response
* The owner did not make any such statement. On the 9-4-24 date of service, we did not clean or balance the pool due to swimmers in the pool. Per the homeowners request, we left liquid chlorine for them to add. Four gallons of liquid shock were left with the homeowner that day. In July and August we noticed that the chlorine levels were not holding and required more chlorine to be added each week. This amount varied between 2 to 4 gallons, with the latter amount only on the visit for 8-28-24. Because the liquid chlorine was left with the homeowner to add, *** ***** was stating that we do not have a “time stamp” to prove when the chlorine was added vs when swimming was resumed.
On another note, the shop was contacted about leak issues with the pool. The office staff provided a phone number to another service company that deals in leak detection. This leak can heavily contribute to the changes we have seen in chlorine drop in recent weeks.
Customer stated
In our view, this situation may be the result of either: 1. A scheme to bill us for unnecessary amounts of chemicals, or 2. Complete negligence and incompetence in testing and treating our pool.Response
* ***** Pool and Spa has a long standing history servicing our community since 1982. We never add chemicals and or charge for any service as a “scheme to bill for unnecessary amounts of chemicals”. Our service staff are neither negligent or incompetent in testing or treating pools.
Conclusion: The homeowners have listed a total disputed amount in the amount of $1793.10 and want a refund for all services this pool season. This request will not be fulfilled, however the homeowner will not be charged for any service or chemicals for the month of September due to their recent dissatisfaction. I also want to note that the complaint on 9-6-24 was the first and only complaint we have received from this customer/address. I also want to note that we were contacted on 9-5-24 by phone to schedule a Pool School service with *** *****. This request was surely not made by a homeowner who was not satisfied with our service prior to 9-6-24. Also note, we were also contacted for information on a recommendation for a company to provide leak detection service, which as stated above can contribute to chemical loss. We have received and responded to an email from Mr. and Mrs. ***** this morning to cancel all further service at their address. We have responded to that email to state we have canceled the service on our end.
******* and *** ***** (owners) / 9-9-2024
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.