I am really disappointed in my experience with this company (specifically the pool cleaner) but, full disclosure, this is the only pool cleaner I've ever had and I'm not sure if this is common...
Chris, the cleaner, came to my home (I have to add, VERY quickly after I requested an appointment) and gave me a brief overview of what he would need to do to get the pool in swimming condition and how much it would cost. He insisted that I have $100 cash waiting for him at the first appointment as he claimed it's how he gets paid (which seemed sketchy but I went with it).
He provided great service for three weeks and then things got weird.
1. He originally had our appointment dates set for every Thursday. Out of nowhere he started showing up on Wednesday. When I reached out and asked about this he told me he had ALWAYS come on Wednesdays. I also requested that, for his safety, he send me a text message before arriving at my house to ensure that my dogs were locked up. He then lectured me as to why he would not do this and that he "doesn't do it for any other clients" and therefore refused to do it for me.
2. His appointments were scheduled between 2-4pm. One Wednesday at almost 6:00pm I reached out and asked if he was still planning on coming to my house and he responded with, "I have seventeen pools to clean in one day and you need to be patient".
3. When cleaning my pool filters he would stand in my front yard, shirtless, chain smoking cigarettes. Quite the eye sore for my neighbors.
4. He brought his kid with him to clean the pool for one appointment. Two things here: First, if his kid was hurt on my property I would be liable, not okay. Two, during this appointment he walked into the yard, looked at the pool, fidgeted with the filter and left. The appointment was literally 5 mins and the pool was left dirty.
5. My neighbors complained to me that he drove like a "bat out of hell" as he would peel out of my neighborhood in his truck.
So, all of this led me to reach out to the owner who apologized profusely and said he would address the issue. Now, I used a Yelp coupon and the services were insanely cheap so I wasn't exactly expecting a refund but it did bother me that he didn't offer for a different technician to come out and clean the pool free of charge for a few weeks.
Even more weird? A month after I stopped my service I get a message from the owner asking if the pool cleaner has been coming to my house for the last four weeks. I told him no, obviously not, and he said he was under the impression that the cleaner had been coming and that he'd been paying him to clean our pool that whole time.
My impression is that this company is kind of disorganized and that their cleaners are not held accountable. It's disappointing because my initial impression was very positive. This goes to show that recovery in Customer Service is what sets the great businesses apart from the mediocre ones. read more
