Pool Troopers
Reviews and Complaints

They replaced my equipment with a used chlorinator so "it would be cheaper for them to service". When I told them I don't want a used one and questioned the off-brand, they said don't worry, we warranty it as long as we service it.

Now that it needs service they tell me they "gifted it" to us 9 months ago and won't cover it - even though they kept charging us the full amount for those 9 months. When a manager got on the line that's when the lying started. Deceptive practices.

Now I have to pay to buy new equipment and repair the junk install they made. Stopped using them.

I signed up with Pool Troopers in February 2023. The service was generally acceptable with just a few issues that were addressed. No hiccups for almost a year...

Thursday 4/18/24

Pool is operating fine upon the technicians arrival services pool, cleans cartridge, baskets, etc. Tech leaves and does not check the pressure gauge on filter; motor is running, gauge reading is ZERO. I immediately shut off power and call the tech; no answer. I then try calling the supervisor; no answer & voice mailbox is full. I call corporate and speak with TORY. She advises me that she will be in contact with the supervisor and ask him to stop by. Waited all day and the supervisor is a no show. I call corporate again at approx. 4:00 and the lady I spoke tells me that a service ticket was enter and that someone will be by on MONDAY, 4/22/24. Unfortunately, they couldn't get anyone out sooner.

Monday 4/22/24

I am waiting for a service technician to arrive. Around noon I place another call to corporate. TORY answers the call and needs to check her emails to see if she ever received a response from the supervisor. I am placed on hold. When TORY gets back to me I am now informed that they cannot get anyone out to look at the filter until Wednesday 4/24; almost a week.

In my opinion, the service turn around time is unacceptable. Time to look for another company to service my swimming pool.

2 years ago we hired Pool Troopers and they converted to salt water system. We had a few minor issues with them before but this time around I had enough. My pool was serviced on 9th of July for regular maintenance. On the Friday the 14th which was only 5days later my pool was green. By the way we clean our filter and scrub the pool. I called to let them know but office closed at 5p, so I called Sat and Sun they were still closed. Finally Monday morning I get a hold of someone, I am told a supervisor will be out and they put in request for a new piece of equipment because ours is not working. Monday comes and goes no supervisor so I call on Tuesday they said from the day I put in request it would be 24-48hrs before someone comes out. Wednesday I called just to check status and now I'm told someone is not coming until Friday, WHAT? Now my pool is swamp green with foam, and it's now staining the concrete. I'm pissed that noone has followed up. I will be looking for a new company after 2 years of this crap service.

We are done! We keep giving them chance after chance! Our costs keep going up and the service is just getting worse and worse! Our service day was changed without notice! Our salt unit is always blinking it needs service and we call and complain but nothing is done! There has been a service ticket for over six weeks this time! We have mold and algae again in our pool! They are being fired tomorrow !

They are horrible and just fired Pool Troopers. Let my brand new pool turn green. As soon as I canceled the service they came out really fast to pick up salt chlorinator. They lied when they showed up, added no chemicals. Didn't clean it, didn't clean the filter. Had to hire another pool tech. When I complained to customer service they said "oh a couple days of green algae will not hurt your pool". This is the response I get after I invested over $45k an a brand new pool! Argued with them to the point I had to cancel! They have a horrible reputation in our neighborhood and I should've listened. Needless to say I will never use them ever again.

This company is horrible, no communication from techs or customer service we had to call 8 times for a service that was scheduled a month in advance and continued to be pushed back. Every time customer service said the techs don't tell them if they didn't make it to the house because of a delay so they never have information. Currently we have place 7 calls since a week and a half ago for chemical service they stated it would be done over a week ago here it is the following Week still no service with a dark green. We have called every day this week being told they will be out tomorrow each time and still no service. We have even email customer service management on the website multiple times with no answer call backs or response... horrible horrible service.

We were a Pool Chlor customer for over 10 years without any issues. Since being sold to Pool Troopers during the Summer of 2021, we have had nothing but problems. No show on dates of scheduled service. Messages left to area Supervisor are never returned. No communication of any kind. We have had to call them only to find our date of service has changed. When that date arrives, no call/no show. We have been serviced one time in eight weeks. As a result, we now have algae in our pool. Requests for resolution have been made with no follow up or options to resolve. How this Company can identify themselves as the #1 Pool Service in America is beyond me and clearly false advertising. While I am forced to leave a star-rating for this business, they don't even deserve one star.

What seemed like it was going to be a great company turned into a nightmare over a year. They installed their salt system. I endured a variety of inexperienced techs, lots of excuses and apologies and more green water and algae than swimmable days in my pool. I would send pictures and they would send Joe who was a smooth talker and blamed everything from the wind to the lake several yards away. When we finally parted ways, they removed their salt system. I came home from being out of state to find a green pool. When they haphazardly removed their salt system, they never replaced my chlorinator which they removed to install the salt system upon commencement of their service. To restore my pool to it's original and fully functioning operation should be expected. I want my chlorinator replaced. This is the most unprofessional company with the worst gimmick imaginable.

I continued to "stick" with Bay Area Pool for 20 years. In the beginning great service. Past years since new management not being able to figure out what good customer service consist and thinking the best solution to the ongoing problem they were having was to continue to raise pool service prices. Not good as they listed what problems they were having, labor and chemical issues.
Your problems Pool Troopers not mine as a loyal customer. I finally decided to discontinue service and a "tech" was immediately sent to my premise to remove a old Salt chlorine generator installed on the pool 6/30. Not working. I have never seen Bay Area Pool work so fast to get anything done.
Now ...my pool is down. My pool pump not working. All new equipment...so that is not the problem,.
I hope Bay Area Pool Pool Troopers will do the right thing and correct this problem. *** Riverview Fl

If I could give no stars, I would. We tried working with this company after they bought out the local company we had been using. The service was okay until about April/May when suddenly our pool began looking cloudy and just not great. They came out, got rid of the fog but within 2 days our pool started to fill with algae. They never showed back up, ever. My husband called and we were told they would send someone out ASAP. 3 weeks and nobody ever showed up to our house and our entire pool turned green. Because of their failure to communicate, or get out as promised, we had to pay out of pocket to have the entire pool drained and acid washed, paying extra because of how bad it was. This business should be ashamed of themselves and should not be in business. I got a response 2 days ago after a review left on google 4 weeks ago with a sad excuse for an apology. If you want to make it right CALL US and reimburse us for all the money we had to pay for something that was completely avoidable.

This company bought out PoolChlor who we happily used for the last 25 years. Price went up and visits cut in half, algae started forming. Mini back-and-forth phone calls over the months with no resolutions and now no one showing up but saying that they have, customer service saying they have the emails that they supposedly sent me with photos of my clean pool. They said they were here yesterday at 12:30 but that's impossible because I had another company here at that time cleaning the pool. So they are lying. And falsifying. I think that's criminal. I've asked repeatedly for emails confirming that I've canceled their service but no one's replying and the phone call that I just had with them they said they would send me an email but they have not. I sent an email to their accounts receivable email address stating that I have canceled but have not received confirmation email and asking them to do that. Plus all of this above information I asked them to kindly share with upper management. You would think they would want to know. Company based out of Florida.

I could cut and paste Gina F's review from 4/14/22
Since Pool Troopers have bought out Pool Chlor I have had nothing but trouble My security cameras have caught their techs standing in my side yard and never even get near my pool and then leave.. I recently realized my pool was turning green. I checked my security cameras and realized I haven't been serviced in over 4 weeks! No messages - No emails - No phone calls!
But their reasoning was that they had staffing problems I understand that situation ...BUT contact me to let me know before my pool turns ARMY GREEN I shocked myself after multiple calls with no results. When the technician does finally come I am watching on my security camera and he doesn't even test or shock my pool. He claimed he did and that the water was clear. Well, guess what?... 2 days later my pool is now turning green again! 2 DAYS!
I have been told the Branch Manager (Albert) was going to call me within an hour...
.LAST WEEK! I have been requesting they come shock and clean my filters but I am NOT holding my breath. This company may be great in their home state of Florida, but the Scottsdale AZ jurisdiction is useless and so very unprofessional.
DO NOT USE THIS COMPANY!

I was with pool troopers since they took over last fall from pool Chlor. Had so much problem since then. Tech never leaves a message when they come so therefore you don't know if they come or not. Last April 22 was the last time I saw a technician. Apparently he didn't come at all until my pool was totally green of full of algae. We noticed it May 12, I started calling customer service and asked them when they can come to fix the problem. Called them everyday and nobody can give me an answer. They keep telling their supervisor Albert will get hold of me. We didn't here from Albert until Monday the 16th. He finally came Tuesday afternoon. Went Leslie pool Cosby and had the water tested, no chemicals at all and algae galore. Leslie pool said the pool needs to be drained but I told them I'll wait for their supervisor to come and fix it.Albert came and said he will fix it, he has seen worst than my pool. He was able to fix it but by the time he was ready to turn it over to us, the pump was no longer priming. He told me to call the pool company and have it fix . My pool was running continuously for 72 hours, I was afraid to turn it off because it won't prime back in. The pool company came in and told me that they have to change a lot of things to be functional again, tToiuch jarring if the pump causing it to leak and the base was damage. Mind you my pool was running perfectly befit pool trooper screwed it up. They were charging me $900. Called the warranty company for anther contractor to give me another diagnosis. They came, fixed the leak and changes washers from the manifold, and it started working again. In the meantime I already out of pocket $178.00. Before Albert left he told me that will notify billing department to credit me for 3 months. I confirmed that twice from their customer service and according to Sherry whom I talked to on the first of June, that is credited. Got their bill today . It wasn't the same as I was told. Very disappointed with the company.

We were counting on Pool Troopers to be reliable in keeping our pool safe and in good working order. The previous home owner of our home used Pool Troopers for their weekly pool service for years. Due to the salt water system belonging to Pool Troopers and their familiarity with the pool, we decided to continue services with them in May without interruption. We signed up for their "total cleaning" weekly pool service and several service appointments have been delayed and/or missed altogether leaving our pool green, unusable and in disrepair. From the very start, pool services have been sporadic and not thorough. The tech is supposed to come weekly, and we were finding that the tech was only able to minimally service about every 2-3 weeks due to work overload. The salt system showed an error and over 3 weeks has passed and their mechanic still hasn't come for repair. The length of time waiting for their mechanic to come out and fix the pool has caused our pool to go into disrepair. Our pool turned green due to the tech not being able to come weekly and the salt system error not being addressed and fixed. Had we been told an honest date for repair, we would have sought another pool mechanic to address the situation to prevent damage to the pool system. Our "scheduled appointments" were no shows day after day. We would call daily for updates about when our pool would be serviced and/or repaired, and we kept being told that it would be tomorrow and then the next day would come and still no show day after day, week after week. Our pool is green, broken and unusable. We escalated our situation to a manager and finally got the pool shocked after it had long turned green, but then the tech did not come back for the follow up vacuuming and cleaning. The supervisor did not follow up as promised. The mechanic did not come for repair on the days we were told he was scheduled to come. We wasted a lot of time calling and waiting around for no shows everyday for weeks. Dealing with Pool Troopers' dishonesty and lack of transparent scheduling while not receiving adequate service, has caused a great amount of distress and our pool has now fallen into disrepair due to their lack of service and inability to staff their crew. Pool Troopers says they have a staff shortage, but there is no excuse for their scheduling department to mislead clients and schedule dates for services and repairs that have little likelihood of happening on that day, week or even month. There can only be so much patience and understanding when their neglect and repeated unreliable scheduling damages a pool. It is totally unacceptable that not only is our pool in need of repair still, several weeks of this summer have been ruined for us and visiting family members due to Pool Troopers' lack of pool service and transparency. Pool Troopers has a Freedom Guarantee. It states "We exist for one reason, to give residential pool owners freedom. Our ultimate goal is to ensure your pool is always sparkling blue and swim-safe, whenever family and friends decide they want to enjoy it." Our experience with Pool Troopers has been the exact opposite of their ultimate goal. It basically means that we have the freedom to cancel services since they haven't lived up to their guarantee. Pool Troopers' should have been transparent from the beginning and told us to seek another pool company if they didn't have the staff to perform consistent and timely pool servicing and repair. We have wasted so much time and now money with using Pool Troopers.

URGENT! ATT PRESIDENT! Hello, Been customers since 2014. Please see My File from then to now. We recently turned back on after a small hiatus due to a new roiof being built. We have always had Problems with Wesley, I had to have Chris N. help Me in the past when He tried to make us pay for Something He Blew. ( our cIrcut panel) Chtrs apologuzed and saud Hed keep Wesley as far from us as Posduble. Not ti mention He has been Confesending and Rude ti Me & My Family, and Um not aline. ease see rwviews in Yelp, And Other places there is alot if bad going on. So Roll uo to bow, We restarted un March, Paid $100 for a restart that was to 8nckude FULLY Ckean8ng scrubbing if the pool, Plus We paid $125 to have a Repair, jat was Never Cimpleted, Just stuffed some Plastic bags in the pipes when it was supposed to have Caps. Speaking with many Rude Reps for Months, Nit Having a Clean pool, Not being able to use iit and yet, we have been paying ir monthly fee..for nothing. Finally, I had spoken with a Nice Man whi actually Saw all the notes, and Was appaled, and set up a tech to come out Tommorow. This is after months. Also, Patrick had called me as He Heard The Rudeness of Jackie to Me Yet again in the Phine, So he tapped the call. He then called Me, And After a ling call, He sent someone out TODAY To clean the Pool, well:, We still had Black alage as well.as Green After he left So My Husband called The office, Spoke with Samantha, And She was Rude ri My Husband as well, and Saud Nope, we dint clean that, but You can Get in the pool with a wire brush yourself?! Or She said talk to Wesley We told her how we dont speak with Wesley and it should be in the chart supposedky a Markus was to call. She Hung Up! I promptly, Did a Feedback so Patrick could see what happened, as He asked Me to call as HE WANTS US TO BE HAPPY-( His Words) Well, inbetween waiting for His call, We got a Call.from Wesley and He was Screaming at US? And He said " You dont *** Me? well, Ill just cancel your service" wr have 15 000 customers anf dont need you.?! REALLY? I asked Him How dare You, and where do you come off talking to me like that? I Hung up, And Patrick called me I tood Him what happend and he said, " Well, that area is HIS baby, and He can cancel whomever He wants"REALLY? I told Patrick, Then Iwant a refund for ALL of my Money, since March, since We just Now Got started in making things right! Is this correct?is this how you TREAT CUSTOMERS? SHAME. So if Wesley dosent "Like" someone, He can just terminate them? really? while I was in the phone, he said, "YEP, LOOKS LIKE HE CANCELLED YÓU...SERIOUSLY?!? I told Patrick to Bring this to the President, , Gary, Chris Everyone whi is the OWNERS To See if thats REALLY WHAT YOU WANT TO DO He said He would see what He could do?!? I cannot BELEIVE a Company in business as ling as You have, would allow a RUDE PERSON like Wesley Call the Shots of Who is Your Customers? Is that OK with You? Not ti mention, ROBBING MY MONEY? Im not alone either! read the Reviews, here, In Yelp, Google, etc! PLEASE We are SOOO Upset. THERE IS NO REASON FOR.THIS. .WE ARE VICTIMS. My Husband is a Two Term Retired Marine on Disability, and Your Going to tell Him to Go Jump in the pool.and clean it yourself? REALLY? Nevermind ALL WEVE BEEN GOING THROUGH, THAT WAS FINALLY BEING ADDRESSED, UNTIL WESLEY GOT HIS FEELING HURT?!? REALLY?! WHAT ABOUT US?!? WE STOOD ALL THOSE YEARS REGARDLESS OF WESLEY, KEPT OUR DISTANCE,AND NOW HE DOES THIS TO US? IS THIS WHAT YOU WANT TO HAPPEN TO INNOCENT LONG TERM AND PAYING CUSTOMERS? PLEASE ADVISE, SO WE KNOW WHAT STEPS TO TAKE. THANK YOU, THE ELSNERS,PORT RICHEY, FL.

I started with Pool troopers 3 months ago and had to quit on Friday when I woke up @4am to check my ADP ap, and once again discovered that the supervisor swindled me out of 15 hours, all overtime. He openly stated he's going to be docking hours for percieved time anomalies (I had a fantastic repoire with my customers, cause I did all the steps and didn't rush). I never dilly dallied or purposely cheated the clock.

Had pool service with Pool Troopers for about 5 years (every 2 weeks). Starting a couple of months, the tech just quick coming and I received completed service email with pictures of other pools. Contacted their customer service multiple time and was neve followed through. I was told my month payment would be reimbursed and instead charged me for another month AFTER discontinuing service. Lastly, they promptly removed their saltwater system BUT did not reconnect my chlorine feeder as promised and normal procedure per them (sitting right next to the equipment to make it easy). Website states "If you cancel your Chemical Service, we simply remove our salt system and re-plumb your original system at no additional cost to you." They have shown no accountability or even caring about their poor business practices or ethics. I need them to refund the month they did not clean my pool AND reinstall the chlorine feeder as they stated they would.

I fell behind on payments due to health issues. I made an arrangement that I could not keep because pooltroopers drafted my account the day before the promised day resulting in bank charges. When I called the office to let them know I would be paying the full amount in 2 days and offered a good faith 100$ that day, I was told no, they were coming that day to remove salt system. I asked to speak to the supervisor N. H. I was told he was busy, I said I would follow up with an email. He BLOCKED my email and wouldn't return a call. I was calm and courteous and did not deserve the treatment I received! It was degrading. My account is current as promised and I will be canceling with them as soon as I can afford my own salt chlorinator which is a shame because service has been fine it is solely because of the horrible treatment by the office staff and supervisor Nicholas H. I am just appalled at the unprofessionalism! I have uploaded the email and block notice

I have Pool Troppers as the company who maintains my pool. On Monday 6/14 when the pool tech left, my pool was green. He didn't make any notes in the system about this. I called Pool troopers on 6/14 to let them know and they said a supervisor would come out I called them on 6/16 and got the same response. I called today 6/18 and was told the supervisor wouldn't be able to get to me until next week. I asked if they are going to fix my pool water color that is steadily getting greener and was not given a definitive answer. My next tech appointment is on 6/28. They tried to blame it on me that my pool has a leak. Not true, *** fixed my pool leaks. They offered me a $30 credit today. They are paid $122.99 a month. It's not my fault they don't have enough techs or supervisors to service their customers. I want to complain about their service and I want a bigger refund for not being able to use my pool. I took better care of my pool before them. What am I paying them for?

In May the service tech for my salt water pool told me there was an issue with my pool equipment and it was NOT working properly. He told me he DID NOT have the tool to fix it and filed a service request. A few weeks later he came back and I told him that no one contacted me about the repair so he put in another service request...Since May I believe he put in three. I make three follow up calls in June with no return call or resolution. Returning from a business trip I called them again (twice) with company coming my pool was GREEN which I proceeded to a pool store and had to purchase supplies to correct the issue and NO service tech called or visited...cost $101.05. I was given the GM name and have called six times in two days and three emails with ZERO reply. I am DONE with them and will terminate my service once I return from my current business trip and request credits for services NOT rendered per contract. 4 months of $59.99 monthly service and $101.05 supplies

Company refuses to come and remove their salt system after several attempts to make arrangements with them to come and remove it when I am present to witness the removal. Countless times I have experienced problems after they have came on my property and completed work. Therefore I canceled my service because I am not satisfied with their service and as a result they need to come and remove their equipment. However the company is trying to be shady and remove the equipment without me being present which in my opinion is unacceptable. Needless to say there have been words exchanged between several of their of their customer service representatives and senior supervisor named Patrick that resulted in escalation of the situation to include the police being called, and one of their representative cursing and calling me names; and the senior supervisor behaving in the exact same rude and unprofessional manner. Literally this is the worst company I have ever dealt with in my life!

promised (and didn't) refund of August and September service fees after 4 months of very poor service- lost my gate key for two months, very erratic about service dates (I had to be home to unlock the gate and couldn't depend on them to service on the correct days) and every attempt to address a constant "check cell" issue with the pool chlorinator that is part of the service went unheeded. Repeated attempts to reach a supervisor over the key issue ignored for months, repeated attempts to address the chlorinator problem ignored, and a service issue with their mechanic who was supposed to install a new pump (showed up without the parts, argued about why I wanted a new 2 speed pump) never addressed. Marcus (supervisor) he told me I should be grateful they bothered to knock on the door to be let in to service the pool, having lost the key. Halfway through September, they raised prices already in service, and removed the equipment before the end of the month and billed full month.

Since 2018, I contracted Pool Troopers to come out to do a bi-weekly chemical service and cleaning of my pool. Following 5/11 service date, my pool remained green consistently through until the last service which was 7/6. I withheld payment from the time period the pool was green in May moving forward as the service was not completed. I spoke to the territory manager on the phone, explaining I should not have to pay the balance of $483. The new manager said he's received other complaints and they have been having a hard time keeping quality employees on staff "that want to work". I then spoke to accounts receivable 2 weeks later who stated they would credit me $185 off the balance but I owed $298 for "chemical servicing while my system was down". My pool pump broke in early July but not prior to then when these issues started in May. This is inaccurate. I offered to pay July prorate of $67 only to be fair. I then received a letter threatening suit and/or debt collection.

Pool troopers are supposed to service my pool twice a month. On July 16 they have stated they applied the chemicals the pool need. Two days after that my pool have algae I call pool troopers and they informed me the supervisor will come out to check my pool. I called everyday for a week, I finally spoke to Beth and informed me to go pinch a penny and purchase all the chemicals needed. Beth also informed me the will reimbursed me for the chemicals I purchased and to send email the receipt to them. I sent a copy of the receipt and php balance to Patrick on July 26th. I was credited only They misplaced a button to trippers set timers for the pool. They haven't replaced it. The same thing happen in August my pool and once again my pool had algae. I want to pinch a penny on august 20th to purchase the chemicals and sent the receipt to Nancy, so they can reimburse me for $125.00. I haven't heard anything back from them about the refund. I'm still haven't heard from a supervisor.

Pool is green with algae cloud that is growing daily. Pool Troopers has been notified a minimum of 4 times and I have yet to receive a call back to discuss resolving the problem. 6/6 Service arrived and unplugged salt cell due to malfunction. We were not notified of the failure or unplugging of salt cell 6/20 Technician arrives to fix salt cell. Algae was already obvious in pool. Another tech arrived and took a picture that in no way reflected the actual condition of the pool. 6/24 Called number that I had. Spoke to tech who said I was no longer on his route but he would notify his supervisor 6/27 Called number again and was told that he had notified his supervisor but I had not received any calls. 6/28 Called the number from the website and was told that a message was sent about the issue and I would be receiving a call. I did not receive a call. 6/29 logged into Complaintsboard.com and noticed a large number of customer complaints similar to mine. Sent an email "contact" message to Pool Troopers explaining the issue. No response. 6/30 Filing complaint with Complaintsboard.com after noticing that Pool Troopers appears to be only responding to customers who file a complaint through Complaintsboard.com.

I am writing to file a complaint against Pool Troopers Pool Company. In April the company informed me that it would be installing a special device into our pool equipment to reduce the amount of chemicals needed to keep the PH level balanced. However, the device had an adverse reaction with the metals in the pool water and turned the walls black. Not only did I point out the black walls to the pool service employee April 21, I also called customer service April 25 to make sure the company knew about the issue. Customer service said they would report the problem to a supervisor, but it wasn't until May 6 that someone showed up to evaluate the black walls. Employees came out three more times and poured different amounts of acid wash into the pool before the blackness was finally gone. It took the entire month of May for Pool Troopers to take care of the problem. On May 16, I placed the first of several calls wanting to know how much my bill for May would be reduced because we couldn't swim in the pool due to the black walls and acid. I was told a supervisor would contact me, but as of June 12 I haven't received a call. Because we were unable to use the pool in May, I am requesting a refund of the monthly bill of $94.27.

I used Pool Tropers for my pool and had various issues from the start. After several months it was clear they were not certified to clean my pool. I had algae from 2 months forward and they did not know how to get my pump primed (simple task when payimg 175 monthly). I had to have a supervisor come out on a monthly basis. In June I asked that they not bill me as I had some much algae (first time in 20+ years) and I had to go out and buy shock for that month. They took my money that month. The next I asked for them to stop service as I had someone else who could do the job. They again took my money out. I then removed my auto payment because I had been paying for services not rendered. I then get a demand letter for $176.45 for September. WHAT? They owe me July and August billing paid and need to remove September. I have texts with pictures for these months on my phone as I communicated with their supervisor. I am asking for my July and August payments to be reimbured and September to be removed. This pool service provides horrible service. I got another company in July and have not had ANY issues at all. Pictures provided the last text I never even got a response from the supervisors and those prior took days. I had to pay to get algae out of my pool. I called and cancelled right away! Thank you

I had 2 pool troopers to come out to shock and clean the pool back in early April. The result was horrendous. The algeas and many dark spots were everywhere. Plus, I learned that incorrect chemical was used to treat it. So, I hire a different company to clean at first try and the whole pool was cleaned over 2 pool troopers. Those 2 individuals from Pool Troopers don't deserve to wear their uniforms. So, I called 3 times to cancel their lousy service. No one answered the phone for an hour, the third pool trooper showed up. So I had to cancel the service right there before he started anything. He said he is a supervisor and will make sure the company would not charge money for bi-week service. I made it clear with him that I wanted discontinuation of service, nor giving them any consent for auto payment or recurring service, since 2 horrible work performances back in early April. The company has no shame and integrity. Yes, they did charge money for the bi-weekly service of the work that they did not perform and continue to take my money out of my bank card from April to July since my request of cancellation. I want my money back that you charged from April 26 ($165.57), May ($120.00), June 6 ($129.99), and July ($139.25). The total is $554.81 that I want to refund back to my bank card. It was the worst mistake I ever made my life calling this company!

Their service has been nothing short of awful, actually virtually non-existent. My former pool service company was sold to them and they maintained the schedule and pricing schedule. However, in the last 11 weeks, I have had 1 service call and that tech told me he needed me to unlock the gate, I said the office has a key to the gate, Malakai said my regular tech was out sick and had the keys at his home. I said this is not OK, then I was told that the gate key was lost and they would pay for having another key made. Also, not OKAY. Malakai showed up and allegedly serviced my pool, however the next day when I went into my yard I noticed that the hose to my Hayward pool vac was floating in the pool and not connected. And when I checked for the skimmer basket, it was gone and my $95.00 Hayward skimmer basket and box/flab equipment is broken and my pump is not working. I have made multiple phone calls to this company and have gotten several emails saying a serviceperson would be here on x day...golly gee...nobody every showed up. The last time I called customer service, I was told that the reason I hadn't heard anything was because the tech supervisor wasn't responding to the customer service input and that she would have the customer service supervisor contact the tech supervisor and I should get an answer...nothing has happened. I'm extremely unhappy...

The Pool troopers stopped providing agreed upon proper biweekly service since Jan 2021. They did not clean the pool properly and left lot of leaves in the pool. The winter storm of Feb 2021 made the things much worse. The technicians weren't coming in regularly and even when they came, they would work for about 15-30 mins only, every other week, without cleaning the pool or the filter. Multiple calls and complaints were made without much change. Eventually, they said there's pipe to be repaired and was gotten repaired by them. Still the problems with pool persisted and then, they said motor isn't working fine and needs to be repaired or replaced. They, replaced the motor and I was told it would cost me less than $250 but they charged me more than $1400. I complained to the credit card company and they withdrew the payment from Pool troopers that was automatically charged to my credit card. Since Jan 2021, they have been charging my credit card monthly despite not providing agreed upon service. Now, they are threatening to report me to collection agency for nonpayment and cause damage to my credit score. I have called them several times about the poor service provided by their technicians and supervisors. I, even, got the nearby tree removed to make their cleaning easier but they did not provide adequate service. I want them to refund the monthly payments charged to my credit card since Jan 2021.

Pool turned green in April. We put in a "green notice" and were told a supervisor would come by. Over a week went by an nobody came so I called and was basically told sorry we're short staffed, they're supposed to come by the end of the week. I asked to have a local supervisor call me and they said "I can tell them to call you, but they are so busy, they won't." Two weeks had gone by at that point and they hadn't even shown up for regular biweekly service, so I called again and said I needed to start handling the green pool myself due to the amount of mosquitos. Still they could give me no timeline on when someone would be by in person, but said they'd give us a month's credit due to not showing up for service, and would refund HTH shock and liquid Chlorine I purchase to start shocking pool myself. We went from Apr-26 to May-25 with NO service from Pool Troopers. I had to fix the green pool myself, which involves MUCH more than just shock and liquid Chlorine. I spent $150.09 on shock, liquid Chlorine, pH adjust, clarifier, algaecide, and Chlorine tabs. I asked for a status after the request was submitted and received a generic "it's been submitted to finance." Our next bill comes and there's and $80.00 credit; I again e-mail and ask what that is, and am just told "YOU don't owe anything you have credit." Finally on Jun-09 I informed them that this is an unacceptable resolution to my issue, I don't want credit for $80.00, I want a REFUND for $150.09 due to their complete inability to provide the paid services. I informed them if I did not get a response by end of week, I'd file a Complaintsboard.com claim. No response was received. We will be closing the account at the end of the June service period, but need a full refund issued for $150.09.

Failure to honor customers request Pool Troopers failed to honor my request by leaving my old pool motor & box on my premises after installation.This totally goes against their policy on their website which states "At Pool Troopers we want to ensure your complete satisfaction with our services" In May ,Pool Troopers said my pool motor was bad , could not be repaired and needs to be replaced. They offered to install one for 900$ but I turned down their offer because it was not affordable therefore,I purchased one online for a lot cheaper. I called and spoke with Pool Troopers prior to the purchase , to ensure that there would be no misunderstandings. I asked if Pool Troopers would install and was advised that the cost for installing my new pool motor would be no more than 150$ . (That was a lie because their tech tried to overcharge me ;175$ and upon completion, Pool Troopers also went against their word and overcharged me) .This was later adjusted to my monthly statement. After several attempts, Pool Troopers finally sent a technician to install the motor. I was on my way out when he arrived, therefore,advised him to leave the old motor in the new box on my premises. He did not . I called Pool Troopers to notify them and was advised that an email would be sent out to their technician that day . I waited for a week and was not contacted so I decided to call Pool Troopers again . This time I was told that I'd be receiving a call but no one called .I called again and spoke with a young lady who ( according to her Joe had left specific information regarding my situation and the offer was to ask if I wanted another box .) offered to give me another box . What an insult . I believe they think I'm stupid because I speak with an accent. I explained to her that the motor was not purchased through Pool Troopers and I need it just in case something goes wrong and I need to return the merchandise. I told her that the manual , serial number, company's information, etc is still in the box .She simply laughed and said you don't need that box , you can get another box anywhere . I think that was so rude , insensitive & unprofessional that she left me speechless. . She basically told me that Pool Trooper has falsified information by posting " Our 8 non negotiables" on their website (particularly numbers 3,4,5,6 & 8 ) I also spoke with the last Pool Troopers service man ( They've constantly replacing guys) regarding my box & old motor who advised me that he'd be contacting Joe . This was my fourth attempt to resolve this issue with Pool Troopers . The following day , to add insult to injury, I received a phone call from Mr Patrick G. who yelled at me and basically told me Pool Troopers doesn't return boxes . When asked why was I not given this information by the installer or during the last four attempts her simply said " you're NOT getting the old motor nor the box back and there's absolutely NOTHING You can do about it" This is very shocking and very disrespectful to me . I've never been spoken to this way by anyone To move forward, Pool Troopers needs to return my box and old motor