I used Poolmaster to open, close and maintain my pool. When it came to closing the pool, I had to call several times because the cover kept slipping into the pool as they had not ensured that all the water bags had been filled and placed correctly. While they did come back once to attempt to fix the problem, it was not resolved. My second, third and fourth calls were ignored leaving me with a pool cover that was not functional. Poolmaster understands that businesses need to be paid, but I found the reciprocal relationship between customer and business on their terms. I have been most disappointed by their customer service and will not use them again.
- Approximate cost of services:
- $20,000.00
- Company Response
Thank you for your review and our apologies for the frustration you experienced.
The pool cover slipped into the pool one time after closing due to broken waterbags. Initially the bags were filled in place properly and whether it had been weather or wild animals (ie. raccoons) some bags were damaged allowing water to leak out, resulting in the cover shifting.
Poolmaster technicians returned to your property to replace those broken waterbags (On the invoice you were billed for replacement bags and not the labour). Unfortunately, we were still in the middle of pool closings and were unable to return the same day you called, but we did fit you into a pre-existing schedule and returned within a couple of days.
Technicians had to come to your property two times for that requested visit because the water had been turned off in your backyard. They returned next day to replace the bags after you turn the water back on. The technician also went over your entire pool and equipment pad to ensure the pool was properly winterized, as per your request.
You contacted Poolmaster for a second time indicating three more bags were to be replaced. This was done within one day of your request. Again, you were never charge for any labour.
Once everything was completed, you disputed your bill requesting a full refund. We understood your frustrations with the broken waterbags but did not find it fair or justifiable to refund you for a pool closing service which was done properly. Instead, Poolmaster issued a refund for the replacement waterbags.
We are sorry you were disappointed in our services, and hope you find luck with your next pool company.