Called Poolmaster because of the good reviews on Homestars. Big mistake. I started to speak to Mark the beginning of April 2016. He seemed knowledgable and sad having the heater installed and pool running by the May long weekend was "definitely do-able". Great. I sent the photos of the house, yard and pool equipment as requested Apr. 17. Mark forwarded the photos to the gas technician. Said he would have more info for me early the next week.
Texted him April 25 and asked if he had a quote yet. Only had an estimation.
The gas technician Oakley came right away and he was fantastic. He got the gas line installed and hooked up to the heater quickly and efficiently.
Called Mark a week later May 1 asking for a quote and if he still thought the job would be completed by the long weekend. I already had another company come to open the pool and the filter was running. I had asked Mark if Poolmaster could open my pool and he said that "it would be better to get another company to do it as Poolmaster would be too expensive". What?
Mark said they were coming May 26 as the heater was back ordered but it would be delivered May 25. No one showed May 26 so when I texted to ask if they were coming he sent a text saying there was a rain delay and I should call Talon to re-schedule. I called Mark and the office to many times to list with no one returning my calls. The one bright spot was Victoria who actually tried to get answers for me and was very apologetic when they kept not showing up. I think about 3 times, maybe 4. One time because a worker had heat stroke. That I get but just call and let me know so I don't wait the whole day.
So Mark wasn't answering my texts but May 27 he sent me a text in error to "Mr. Hoy". Texted back I wasn't Mr. Hoy. So I know his phone was working.
So I called Mark from my work number so my cell number wouldn't come up on his phone. He was quite upset and said I shouldn't be calling him. That I should be calling Talon. I said no one was calling back!!!
So obviously they have too much business and not enough workers to handle it. I wish they had just been honest with me and said they couldn't do the job until June. I would have been good with that.
So June 1 the guy came to hook the heater up. He didn't put the sod back over the ditch he dug. When he left I checked the connection. It was steadily dripping. I called Talon and he said that "it couldn't be dripping". I assured him it was. So he came over without the proper equipment and had to borrow my hair dryer. It didn't work so he came back around midnight with the proper equipment and fixed the pipe.
What a stressful and horrible experience. Was I treated poorly because I am a female? They did bill me quickly though. I waited a week before I paid them just in case there was a problem.
- Approximate cost of services:
- $4,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Theresa, I certainly understand your frustrations and I extend my own apologies. Unfortunately, your frustration with the lack of communication was at the fault of specifically one of our staff members, who was reprimanded for the severe inconvenience. Besides for said employee, once Victoria and I got our hands on the situation, we worked around the clock to rectify this situation.
Victoria and I came to your property outside of work hours to see what was happening first hand. I do not usually work in the field, and did not expect to repair anything that evening, hence why I did not have any tools on hand. When we arrived to your property, you expressed all your frustrations listed above, and that is why I was so adamant in rectifying the situation that evening! You were quick to offer me assistance and asked what I needed, and that is when I suggested I may be able to snug up the leaking connection using a kettle or a hair dryer. Unfortunately, that did not work, and I was forced to return later that evening with a service vehicle, fully prepared. I apologize for working so late in your backyard, but you were extremely clear that you wanted the situation completely resolved that night, regardless of time.
Once I completed the job, there were no further issues with any of the equipment provided.
I say with full confidence that you were not treated this way because of your gender. We try to surpass the highest level of customer service to all our customers, regardless if they are male or female.
Once again, I would like to extend my sincere apologies for your frustrating experience, but would like to make it clear that your frustrations were with one specific staff member and not Poolmaster as a team.