TL;DR: The owner, Rod, called me a liar twice and ultimately told me to "F*** off" when I…read morequestioned why our saltwater pool had been out of range for weeks while under their full-service care.
AtoZ has serviced our two pools since the end of June--one saltwater and one traditional chlorine pool. Their own reports show a concerning pattern. For five consecutive weekly visits from July 2 through July 31, our saltwater pool had 0 free chlorine. Across 11 visits, pH was 8.0 or higher on 9 of them, including 8.4. Salt was also low on nearly every visit where it was tested.
CYA was 0 on July 9, so stabilizer was added, and by July 16 it was back to 30. After that, their reports show no CYA testing/documentation for seven consecutive visits spanning nearly eight weeks. When CYA finally appeared again on September 10, it was back at 0.
Some treatment choices also raised questions. On September 4, their report showed pH 8.0 and total alkalinity 90, yet they added 6 lbs of "Alk Up" even though 90 was already within the normal range.
Eventually we began seeing significant white flakes/sediment in the pool. At first I assumed it was undissolved salt, but after it continued for weeks I contacted Rod. Rather than come out and inspect the pool and equipment, he looked at a photo and told me it was algae.
By then I had started reviewing their own reports against the recommended ranges for our system and asked why we had repeatedly high pH, low or zero chlorine, low salt, and inconsistent CYA monitoring without anyone communicating an underlying issue.
That is when the explanations started changing.
First he said they had been investigating a problem because our pool was getting older. The pool was built in 2022. I asked why, if they suspected a problem, nobody had told us or documented it.
He then suggested we might have a leak. I explained that our automatic filler had been off for about three months due to water restrictions and the water level was not dropping significantly. Again, if they believed there was enough water loss to affect salt and CYA, why was that never communicated?
Instead of answering, Rod became increasingly defensive. He eventually told me I could "F* off"** if I didn't trust his 30 years of experience and called me a liar about how long the white buildup had been occurring.
We later tested the white material with vinegar and it reacted and dissolved, which is consistent with calcium carbonate rather than algae. Given the repeated high pH, calcium scaling is a reasonable concern.
We also had five different technicians service the pool over the last five weeks, despite Rod originally telling me he wanted one of his more experienced people handling our system because some newer technicians were less familiar with the equipment.
There was also a separate incident where a technician used our garden hose while cleaning the filters, put the hose into the pool, and apparently forgot to shut it off. We came home to find the pool overflowing into the yard. When I told Rod, his response was again to question whether I was telling the truth and ask me to prove it with video.
Mistakes happen. Pool chemistry can get out of balance, equipment can malfunction, and a technician can leave a hose running. None of those things alone would have caused me to write this review.
What I cannot accept is a documented pattern of abnormal readings over an extended period with no clear communication about the underlying problem, followed by the owner calling a customer a liar and telling them to "F*** off" for asking questions using the company's own service reports.
After that conversation, I no longer have confidence in AtoZ servicing our pools.
